Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired them to provide me with a water treatment at my house. They came out back in October 2023 with an idea to have a water system that will provide me with great solution to my health skin and water drinking. The system worked ok for few months and they showed me how to reset the ************* was not working or so. I was charged 6 thousand dollars for it and I was transferred to finance for credit. They approved it. After almost a year the system broke and started giving me issues where it kept resetting and pouring a lot of water my regular water bill went up crazily to almost 100 dollars that month. They sent me a tech and tech determined that the electronic head was faulty and requieres to be exchanged. They did not charged me anything for it. After few months it worked ok until December 2024 where the issue started again. Now this time they told me that the product even thought it was still under warranty they will charge me to send someone out to troubleshoot it and or repair it. They admit the unit is still under warranty but they refused to send someone out for free. So this is a lemon deal and I demand to have my 6000 dollars back and they get it their system water back. I dont care. I want my money valued to this service that I got from them. Please help me to resolve this issue. Please ?? please

  

  Business Response

  Date: 01/21/2025

  Hi Mr. ********* after reviewing your account, I do see here that you purchased the unit in October of 2023. We did go out for no charge within the first month of you having the unit, since that is part of our service guarantee, we will come out for no charge within the first of the year of you purchasing the system. That service call was completed in October of 2023. Then in June of 2024, you called in about excess water in salt tank, which we came out for no charge again and fixed that issue, different from the first issue. The next time we heard back from you was in January of 2025 about you wanting us to come out to look at the unit since the board is not lighting up. We did explain there is a service cost for us to come out, since it has been over a year. But you are not willing to pay for a service call fee to have us come out to fix this issue. If you would like us to come back out, this is a service call fee that is not under your warranty of the unit, but a cost you must pay for us to go out after the first of the year. So, please call us back and we will be happy to fix the issue for you. Thank you.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22821371
  
  I am rejecting this response because:
  
  Complaint: 22821371
  
  I am rejecting this response because:
  You guys has only come out once after the first installation so that does not count as a warranty visit. It took almost 6 months after the first visit and it was because your head unit was doing resetting all the time and therefore WAS defective. You ended up replacing it. The video attached is what the unit was doing so is exactly the same problem. The head unit is on, never said that was not turning on. So that is not the problem. The issue is that the unit keeping pouring water, I had to turn the bypass because the unit is stuck on loop or so. Ultimately I had to disconnect the power cable from the wall because it keeps making a noise as if it were resetting. The inside water was coming out salty and my skin was getting dry out as my wife and my son as well. If you dont want to warranty a unit that is under warranty then, I will have to look for a different type of help. Look at the attachment and be responsible 
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/22/2025

  Hi Mr. ********* I do not see any video attached to your response. But I did attach the work order from June 7th, 2024 that you said we replaced your control head, which is not correct. The only thing we did was reset the control head and emptied the excess water from the salt tank. Now again, if you would like us to diagnose anything further with your unit it is going to be a service call fee.

  Thank you.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22821371
  
  I am rejecting this response because:
  That is not true at all. He came out because your system was rebooting and pouring water all day for several days. Your system stink and ***** big time it is doing very bad and I really regret use your unit because it ***** big time. Want someone out there and checked and replace it again or else will have to escalate it with someone else 
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 01/22/2025

  I think you guys work more to a business perspective that the consumers. I have proofs enough in written from them certificate of warranty from them that prove that electronics and mode are in lifetime warranty and I will definitely escalate this matter probably to the court. Because I am still paying for a unit that does not work and it should be under warranty as it is written on a paper. So thank you for nothing and I will make sure you guys are known for it 

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06-13-2021, I had a *** from (Coastal) RainSoft Water come to my home. They show you how the water is soft and they stated that we wouldnt never have to buy water bottles again. The system was to save us all this money on bottled water that sounded so good with what was happening with COVID and all, we said we needed to save money and this would be a good way. They forgot to mention all the money you would spend on the maintenance, Filters and some Carbon Filter. 1. ************** with new filters yearly about $500.00. Then on September 2024 after 3 dammed years they call stating the Carbon filter thats located outside needs to be changed cost (*******), 1st they wont offer payment plan or accept credit cards. They put it on your escrow. The savings is a lot of BS and they are scammers. Spoke to ***** the secretary on just disconnecting the system she stated its $150. She was going to confirm and call me back. When we talked again she told me it was $175. To disconnect inside and $1075 to disconnect the outside. Asked to speak to the manager ******** who was super RUDE He changed to $150 inside & $450 outside. He then said if I want The ****** water I can use the bypass valve outside. So they pick prices from the top of the heads. If I would have know about the ****** SERVICE and SCAM,I would have never bought this. They offer household items for the life of the system, I recd 1 time. The savings is bull and they will call you a year later after you sign to tell you what needs to be ***laced. Now there are black particules coming out all the faucets, we are probably drinking the ****

  

  Business Response

  Date: 12/06/2024

  Hi Mrs. ***** I looked into your account and I would like to resolve this issue with the system for you. Please contact me back at ********************** my name is ******** and I am the ****** of the company.

  Thank you!

• Initial Complaint

  Date:09/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a water filtration system for my house in May of 2022 with a lifetime guarantee. I had several issues with the installation of the product from the beginning and some that continue to this day. The original installation was done by someone that didn't know what he was doing, and he cut my water line. It was spewing water for over an hour until someone else came out and shut off the water. He came in the morning and didn't leave until after dark with the help of others. The system still didn't work correctly and had to be reinstalled again days later. I had several issues over the next year, and on 2 occasions I was given a window of 4 hours for an appointment, but they never showed up either time. Now, the system isn't even working, and they want to charge $260 to come out. I should have had them take out the system in the beginning. This is the worst company I have had to deal with in a long time. I called my finance company to disputes the charge, but they said I couldn't and to call them. I text the owner on Sept 4 2024, but have not received a reply. Tried to submit pictures, but they were too large to attach.

  

  Business Response

  Date: 09/27/2024

  Thank you for informing us about your complaints, I have sent this information to our owner **** **** and he personally went to your home to look at your unit on 9/25/24 and diagnosed the problem. There was an issue with the dial pad on the computer, which the owner replaced, for no additional charge, under your limited lifetime warranty policy. See attached warranty for your unit. Also, for any further service calls past a year of installation, there is a service cost, but due to your complaint, we sent out the owner for no charge to see what the issues you have been having. Per our notes, the only problems you had were with the groundwork with electrical, which we replaced this year for no additional charge.

  The owner, **** ****, called Mr. ******* and instructed him how to regenerate the unit, which it is its cleaning process, for three consecutive days to bring the unit back to service. He further advised the owner to test the water for several days, we will be dropping off a test kit to perform that task in the next few days.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22325126
  
  I am rejecting this response because:

  You were out at my house on 9/25, and you provided me instruction on how to flush out the system for 3 days, but I have no way of knowing if the system is now working properly.  The system wasn't tested after, also never received the testing kits that were promised. 

  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/14/2024

  Hi *****, we came back out to your home on 10/11/24 at 4pm, **** tested your water and checked all your RainSoft units. He found no issues with any of the units, it was testing out soft and the operations on the RainSoft unit is working. He left you a test kit so you can test your water anytime and he did mention that he will stop over periodically to test the water and make sure everything is in order. 

  Thank you again for letting us see you, we hope your extremely satisfied now.

• Initial Complaint

  Date:09/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been a mess since I got the products. They are liars and a scam company. Now they all me every couple months to update my filters and when I tell them I have no money $500.00 "oh ok". I will not pay you another ***** for the system you told me was no extra charges after I paid $30,000. For a family owned company you need to do better and don't lie to familes.

  

  Business Response

  Date: 09/17/2024

  Hi ********,I reviewed your account with us, it looks like you purchased the unit in 2022 for $11,400 for a whole environmental package for your home. Unfortunately, you are past your R.O.R, so we cannot cancel your contract. Also, we have been contacting you for service since 2023, because you need your filters changed once a year every year, but they are not $500. But, if our cost of service is too high for you, we can set you up on a service membership plan, where you can pay monthly for your yearly service. It is a much lesser amount, and you save on a monthly basis. So, If you would like to do this, please contact our office, and speak with our manager ******** and he can sign you up.

  Also, **** the owner would like to stop by your house to look at your equipment as well and see you. Are you available for him to come to your home Thursday morning?

  Please let me know.
  
  Thank you,hope you have a great day.

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22291056
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****

  Customer Answer

  Date: 10/02/2024

  Hello, 
  Thank you for your response. From day one working with your company has been a complete disaster. From my washer and dryer breaking from the installer, getting it replaced and **** coming in to check it after we told him it needed brackets to hold it and he told us we would get them after he got back from vacation that was over a year ago. We are paying $28,000 in change for the system that is with financing which I regret everyday paying almost double for a system that hasnt work in over a year. Tristian our sales person flat lied to our faces when I asked do we have to put any additional money into this and he told me no. Imagine my surprise when I get a call a year later and they tell me I have to replace filters I said yes come on and they give me a $500 fee. Filter and service. I told them I have no extra money for that, never once was I told I could pay for this monthly. All they can say is oh and hang up. I have worked with *********, **** and ******** they all cant get on the same page. As a family owned business its a shame. 
  **** is more and welcome to come to my home any day after 430pm or most Saturday afternoons. Please let him know my bulbs are out in my system and which they wanted to change me an outrageous fee just to change a bulb that quit working after less than a year. I was also told that everything was under warranty so I keep getting different stories everytime I call customer service . Complete disaster! 

  

  Business Response

  Date: 10/11/2024

  Thank you, ***** again for responding back to me. As you know, we sent out the owner of our company along with our service manager to come see you on 10/8/24 after 4:30pm, like requested. They explained the maintenance requirements on the systems you have, along with giving you new UVL bulbs and explained how you could do some of the maintenance yourself on the clean start and the other systems you have. You can save a considerable amount of money by doing your own maintenance and not having one of our technicians come out to replace filters or bulbs for you. You then decided to do some services yourself, and we gave you some free parts for your service needs, for the misunderstanding on maintenance requirements on the systems you have. I hope you are completely satisfied now, please contact us back at any time if you need any more assistance, we value our customers and only want them to have the best experience with our services and company. 

  Thank you again!

• Initial Complaint

  Date:04/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in a house with well water and had the same well water filtration system for many years. Never had yellow water neither smelly water, i didnt have any need to change my current system but mu kids sometimes drink the water out of the faucets so i wanted to upgrade to something better.They promised healthy drinking water out of any hose or faucet in my house.Well since the day they installed it- jan 30, ive had many problems.Beaten equipment-which they changed after i complained, Yellow smelly water which they blamed for incorrect settings. 2 weeks later it happened again, they sent tech again and he told me the water will never be same quality for drinking as my water osmosis system.With a big sadness in my heart for the lie i was fearing is true i accepted the reality and just wanted my water to be clear again without any smell. But what was supposed to be fixed and not to happen again happened again. For a week my water smelled like rotten egg and water started to be very muddy and yellow. I really dont know what their systems do but i have seen my water directly from well many times as i have a hose connected to it and it has never been smelly neither yellow or muddy. My both small children got sick from drinking the water and vomited and had diarrea for over a week. Same for my mother who was visiting.Since the first time i had concern about the water i wanted to return the equipment and they told me they never do returns, after my children got sick they still didnt want to refund and pick up equipment. I have read since then so many BBB complaints, and bad experiences and even law suits filed against this company. All i want is the equipment to be picked up so i can switch back to my old equipment which NEVER failed

  

  Business Response

  Date: 04/23/2024

  We contacted the customer here right away, we got to the home as soon as we saw this message. We corrected the color in the water and will re-test the water again on 4-25-24 to make sure everything is to operations. 

• Initial Complaint

  Date:09/26/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/07/2023 a salesman for the company came to my home and did a water test.When we starting talking about pricing he guaranteed me a 0% interest loan for 36 months. Later on a received an email stating that the loan was denied. And instead of anyone reaching out to inform me on the denial, I was automatically forced into another finance contract with an interest rate over 9%.Everytime I would contact the company I would be given blank answers saying that someone would contact me. No one ever did. And every future phone call to to the company they would inform me the "situation" was resolved with no one ever settling the issue with myself.I don't see this as nothing else but straight up fraud.

  Customer Answer

  Date: 09/26/2023

  I am willing to communicate with said company to resolve the issue. Still seeking to terminate contract 

  

  Business Response

  Date: 10/18/2023

  On 9/6/2023 our sales representative, *****, came over to test Mr. ******* water. During that time, Mr. ***** purchased our equipment and then proceeded to sign a legal contract with our company. On the signed buyers order, he agreed to the terms of 90 days deferred payment with a low $110 monthly payment (See attached contract for reference). The APR on the contract was set for *****%. Our finance department got Mr. ***** approved with our finance company **************** for the terms promised with a much lower APR. We came out to do the install on 9/8/2023. No call or mention of a cancellation or issues with finance was brought to our attention. The cancellation date was 9/9/2023 on the notice of cancellation agreement. On 9/12/2023, Mr. ***** called in the office and stated he was promised 36 months equal payments with 0% interest. No where on the signed buyers order stated those terms. We spoke to the sales representative, he mentioned to us that he did offer that special promotion option at the time of sale but the customer opted for the 90 day deferred payments with the low monthly payment instead. We have been trying to contact Mr. ***** to solve this issue. Please see attached documentation and please have Mr. ***** call us immediately so we can resolve this issue. Thank you. 

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20656704
  
  I am rejecting this response because: I have received multiple letters by mail stating that the loan has been denied. This company even attempted to open a ********** line of credit under my name. Which extremely sketch and no doubt illegal. I have 4 letters from loan agencies explaining why the loan can not be approved. Nor did I agree to a 17% interest rate. ***** is a liar, as I was told he over stretched his power. This business is commiting fraud.
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 11/09/2023

  Mr. *****,

  As stated before, please contact us at the office so we can resolve this issue and give you what you were promised of 36 months equal payments with 0% interest. You have been approved with financing. 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20656704
  
  I am rejecting this response because: I am no longer interested in doing business with this shady company, the only way have this issue resolved is to terminate the contract and come pick up this system from my property. If that is something that is not possible I will not hesitate contacting the *** and pleading my case with them
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 11/22/2023

  Mr. *****, 

  Please call the office so we can take care of this matter. We have asked several times. We look forward to hearing from you. 

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20656704
  
  I am rejecting this response because:

   

  
  Sincerely,
  
  **************

• Initial Complaint

  Date:03/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband was badgered while at work by phone calls. After voicing his displeasure the representative offered my husband a $40 bjs gift card for him and a second one for me. If we had this company come and test our water. So on 1/08/23 the salesman who came to test our water was really great and sold us a system. That's when it all goes down hill. The company schedules to come out out on my day off and install the whole system. Wrong. They show up un-prepared to install my faucet system. After that headache my husband comes home and almost had a stroke due to the amount of salt the installation guy put into the water. I called the company very upset. They offered a steap discount, to switch the system to potassium instead of salt, and to have a certified plumber come install my reverse osmosis system. So the day we set it up my husband took the day off and we were home. I get a call from the company telling me techs were on the way. My appointment time comes and goes. An hour later the plumber shows up. He was not professional what so ever. He forced his way into my home. Told me he could sell me a cheaper system. Also had no indication of him working for any business. He brought a friend along for the ride. I called the company to complain they could not offer my any solution. I also could not pay attention to them because the "certified" plumber followed me around trying to sell me his system. I told them to come get there system and I was done. The tech literally dumped pounds of the salt in my front yard next to my plant bed. Now months later I still have not recieved my $80 in bjs gifts cards and the whole ordeal sent me to the hospital with a bleeding stomach ulcer from the stress this caused.

  

  Business Response

  Date: 03/29/2023

  Good afternoon, per our conversation with the customer on the day of installation, we sent over their gift cards to the home address provided but the envelope was returned to our office. I did contact them to let them know and they have provided me with their mailing address. They will receive their gift cards shortly. 

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19854456
  
  I am rejecting this response because: After speaking with them when the envelope was returned. I waited another week. I still have yet to recieve the gift cards or acknowledgement of the headache they have caused me and my family. I also reject this because I had made sure when the company was starting the install that they also had my mailing address on file. So the gift cards were wrongly sent. Again the company has fallen short on fulfilling the task at hand. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/05/2023

  Thank you for your response, but no where on your contract states this P.O. Box number to send your gift cards. But, we have corrected the account and added your P.O. Box number. We are very sorry for your headache and assure you that your gift cards are in the mail. If you still have not received them, we will email you with the scanned gift cards and date we sent them for your records. Thank you for your patience, we do apologize again for the long wait on your gift cards.

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This letter is to complain COASTAL ENERGY WATER AND AIR COMPANY about a water system that was sold and installed on 02/06/2022at ************************************************************* I have allowed the company multiple opportunities to fix the issues being cause by your device they have multiple technicians come to my property included the owner and i will included the dates as well as summary of the visit below. However nothing has being fix and result and is causing issues to my home I was told to file claim under my homeowner ins when is NOT something that is required for my insurance to cover but is needs to be covered through the business I do not want this device because I don't have a quality water as they offered to me and my husband and is damaged my sink, tub, etc., I also buy a new water heater because they tell that was the problem and the water still the same smell horrible seems day one to now nothing is fix im buying water bottles for my health safety now is cost money and nothing is working I want this account to be closed received my found back they are more than welcome to pick up his equipment I look forward to you positive Thanks I also have a texts and emails as a proof if you need them

  

  Business Response

  Date: 11/20/2022

  In response to this complaint, we have been in contact with ************* on her concerns with the water and we have responded as soon as we were notified of each complaint. As of 11-16-22 we sent the owner out to see what the issue was, he found nothing faulty with the water system and there was no smell present before he left, see attached document. We chlorinated the pipes twice to see if this helps, she will contact us back if smell persists, but as of today 11-20-22 no smell is present in the water.

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18407663
  
  I am rejecting this response because:
  Because  that on the 19th I spoke to him on the phone and let him know that the water still had a little smell. I told him that I communicated late because my dad was in the hospital. He told me that he would come back to follow up on the water system and so far he hasn't come. I let him know that the water still smells bad. And this point I just want some one from the  company to pic up all his equipment and cancel everything because I allowed some many time to resolve the issue and is just momentary I think is more than enough thanks 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/01/2022

  We had an appointment at 2 PM with her on Tuesday November 29th, and she was a no-show so I chlorinated the house the best I could. There is no sulfur or smell in the water coming out of her system.
  
  
   I explained to customer how to flush the pipes with ********************** and add one cup of bleach to system, she has not been complaining to me since. 
  
  
  My text to the client was;

  Ok first I want you to open all the faucets in the house one at a time until you smell chlorine than close Faucet for 20 minutes, right after, open the hot water and run it for 10minutes. After the full 20 minutes, go by , go back and run the cold water at each faucet untill you do not smell chlorine and the pipes will have been chlorinated.
  Once you let the hot water heater, sit with some chlorine in it, then flush that out until you smell no chlorine. Turn your icemaker valve on side of house after flushing the valve next to it on after chlorine odor is gone. I can send my subcontractor out to remove the anode rod and he will not damage your hot water heater. Once we determine, its only on the hot side. Call us anytime and my guys will come and check the water as I find no sulfur in your cold water after our equipment for the last two times Ive come out .

   

  Since this text message, she responded back immediately that she has got it handled. She can call us anytime if she needs further assistance.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18407663
  
  I am rejecting this response because:
  I am rejecting this response because: i was waiting for him Saturday and nobody came UNTIL he decide to show with out of notify me I was in the hospital with my dad and he knows dad he still want me to remove the anode rod of my water heat trying to use as excuse or result of the water smell if i reject to removed  Is because  is a brand new water heater I only buyed to proof him that was not the cause o the waters smell if I remove the anode i will lose water heater my warranty and that is not the reason the cool water smell horrible too 
  I am doing all the procedures that he asks  me and as I told you, it only works temporarily. I am sending  proof of the texts and photos of everything that has been done and the water still smells bad and is cloudy. I am very afraid of not using quality water i have a additional expenses because I am buying purified water for my peace of mind I feel sorry when visitors come and they ask me what smells so ugly and I tell them it is the water the reason i don't contact him again is because im just tired of the same thing all over and over and everything is just temporally  i don't want this equipment anymore I don't want him in my property he was very rude try to force me sign some documents and I call    my neighbor to be my witness   i think i give him more than enough time Sincerely,
  
  *******************

  

  Business Response

  Date: 12/13/2022

  We have spoken to ************* about getting her anode rod removed, we believe this is causing the smell since it is not coming out of any of our units. We told her we will warranty the water heater up to 5 years, but she will need to set up an appointment with our office to remove the anode rod from her hot water heater. Our office is waiting for her call to set up an appointment of free of cost to remove the anode rod, which is a $350 fee, but we are going to do it for free for her.

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18407663
  
  I am rejecting this response because: I ALREADY TALKED TO **** FROM COSTAL WATER AND LET HIM KNOW THAT I AM NOT GOING TO REMOVE THE ***** ROD FROM MY WATER HEAT SINCE IT IS NEW AND IT IS NOT THE REASON THAT THE WATER SMELLS BAD  I CALL ANOTHER COMPANY AN THEY CAME TO TESTED MY WATER AND HE TOLD ME THAT I HAD A LOT OF SULFUR THAT THE SYSTEM WAS TOO SMALL FOR MY ENTIRE HOUSE AND THAT THEY WOULD INSTALL  A NEW SYSTEM WITHOUT NEEDING TO ROMVER ANY***** ROD OF MY HEATER I ALREADY GAVE MR ********** MUCH OPPORTUNITIES  ALL THE ATTEMPTS TO REMOVE THE SMELL OF WATER IS TEMPORARY WHAT I WANT IS FOR THEM TO COME AND PICK UP THERE  WATER SYSTEM AND TO GIVE ME MY MONEY BACK AND CANCEL MY ACCOUNT WITH THEM I DON'T WANT ANYONE IN MY HOUSE ANYMORE BECAUSE I PLAN TO HIRE ANOTHER COMPANY I HOPE TO HAVE YOUR SUPPORT SINCE I HAVE SENT TOO MANY PROOFS THAT EVERYTHING IS TEMPORARY MY WATER STILL THE SAME AND IT IS DAMAGING MY SINK TUB ETC.THANK YOU
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/20/2022

  As you know, we tested the water last week again finding no sulfur or hardness in the water, but she didnt let us take out the anode rod.She said shes just going to call another company and we can pick up our equipment. Unfortunately, thats not a solution that we are willing to except this customer is refusing to allow us to help her correct her water problems. 

  Customer Answer

  Date: 12/26/2022

   
  Complaint: 18407663
  
  I am rejecting this response because:
  Unfortunately, I have documented resources that prove the removing your anode rod in the water tank will lead to rust, corrosion, and other damaging effects of chemicals and minerals in your water supply. We purchased a brand new water heater after we were told our old water heater was the issue, and that it was too old and needed to be replaced. Every time he comes to fix the water he adds more chlorine and chemicals and the issue is only temporarily fixed and the problem returns. And now he is asking to remove the rod from a brand new water heater. I would like him to pick up his equipment and be done with this situation completely, but he is refusing. We would simply like him to remove his equipment, cut ties with this company, and end this back and forth, ongoing issue. 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently had an emergency in our house, our water softener broke and we needed to replace it. We had contacted several companies but the prices were very high and we did not have the amount of money for this type of expensive system. We learned about Ygreen to finance our project and we decided to contact their recommended company Coastal Energy. We mentioned to them that we already knew what we needed, which was only the water softener system and nothing else, the sales manager ******* quoted us $8,500 which seemed high however we had not many options so we agreed for them to come to our house to take a look at the site and give us their opinion. ******* came the same day which we appreciated, he did a water test and a whole demonstration of why we needed the system, he mentioned the reverse osmosis and and ** purifier for our ** system which we mentioned several times we didn't need. He convinced my husband of the reverse osmosis, however we said no to the ** purification system. Then he said he will call Ygreen for us in the moment, we found this strange since we could do this ourselves and we had already done, I guess he wanted to make sure we close the deal in the moment. When he was about to dial, he said "Oh wait, I just remember that Ygreen does not finance anything lower than $6,500" I was surprised by this and said wait a minute, what do you mean? then he said, it's ok I'll give you the air purifier for free". At that moment I felt very insulted and I told him, didn't you know already this? what do you mean free? We ended up signing the project and he left. Later we called Ygreen and learned that the lowest amount they finance is $2,500. ******* had lied and we felt cheated, he had already quoted higher money to sell us items we did not want nor needed and since he could not convinced us, he lied about the amount of money Ygreen would finance. I find this practice to be immoral and dishonest and we should be refunded the money for the Air Purifier

  

  Business Response

  Date: 09/16/2022

  Hi ***************, we have tried to contact you about this complaint for a couple of days now. Please contact us back at ************ and speak with our manager to help you with your complaint about the Airmaster. We also sent you an email to ******************* about this complaint on 9/15 and still have not got a response back. So please contact us so we can rectify this situation, thank you.