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Business Profile

Water Conditioning Contractors

Aqua Otter
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Date Sent: 2/10/2025 4:34:02 PM
    This business was at a home show in ***********************. Had them to install a new water Softener system, on March 6 2023. Ive been trying since last June to get someone to come out to work on it. Ive gotten the runaround by ***** the owner.. My system is not running right its supposed to have a lifetime warranty. 
    If hes not going to honor it then who can I get to honor this warranty?

    Customer Answer

    Date: 02/10/2025

    This business was at a home show in ***********************. Had them to install a new water Softener system, on March 6 2023. Ive been trying since last June to get someone to come out to work on it. Ive gotten the runaround by ***** the owner.. My system is not running right its supposed to have a lifetime warranty. 
    If hes not going to honor it then who can I get to honor this warranty?

  • Initial Complaint

    Date:11/19/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    System does not remove rust from well water. Shower stool shows rust constantly after running water.

    Business Response

    Date: 01/15/2025

    with this customer when the sales person had sold him a system, he took pictures and there was a quarter of an inch of iron everywhere in his home showers bathtubs commodes. It was saturated with iron and iron bacteria. We put in a system and it was doing a good job. We got a call saying that he was seeing iron. We went out and we looked everything over. We opened up the cellar door and the cellar was under 2 feet of iron infested water. The system could not drain properly because of it so it backed up into the unit, we did what we could and it helped for a while, but I guess were back to square one. We will contact him and try to help him But we are not miracle workers but we will try to help this gentleman

    Customer Answer

    Date: 02/07/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    Regards,

    ****** *******

    Customer Answer

    Date: 02/10/2025

    They have not done what they said. They mentioned next step but have not reached out to do anything. Have not heard from them by phone or email. Saw them at Indy home show and they said I was on service person list to call still waiting.

    Business Response

    Date: 04/07/2025

    we will be calling Mr. ******* this evening, April 7 to try to come to our resolution and we will report back

    Business Response

    Date: 05/05/2025

    Good morning wanna let you know that ****** ******* was taking care of and satisfied.

  • Initial Complaint

    Date:02/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Can't get them to come out and service their softner by changing the filters as they promised

    Business Response

    Date: 03/18/2024

    hello Miss **** ** just responding to the complaint I know we was a little confused on what you needed done. I know our installation person did some side work for you when he was there and installed your unit. We were a little confused about the filter that you needed, it had something to do with one of your other appliances. We dont normally do extra work for customers I know we did in this case and I know a few weeks ago we had came out and taken care of you and got you what you needed? Happy to see we could take care of you . Sorry for the delay and any inconvenience. 

  • Initial Complaint

    Date:09/22/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 saltless water softening system that promised to eliminate tub staining, water smells with a 10 yr warranty. The company has come out multiple times because the machine is not doing as promised, but most recently they stopped answering my calls/ text messages and I am still having issues with my system. My tubs and toilets are stained and ruined now. I would like them to replace this machine or give me a refund so that I can go to another company. Ignoring my calls/text after promising a 10 year warranty is not right.

    Business Response

    Date: 10/27/2023

    Company states this matter has been resolved.

    Customer Answer

    Date: 10/27/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 


    Regards,

    *************************

  • Initial Complaint

    Date:03/09/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 had the aqua otter system installed fall 2021. We kept waiting for the water quality to change but it did not. Our new faucets continued to fill with sediment from water build up and stain. I have to keep taking them apart to clean them out for proper water flow. We have water spots everywhere which we were told would go away. When I contacted the owner about this he asked me to find out some info on our water source and told me to let him know once I had the info. I got the information he asked for. I have texted him, sent him pictures with proof, called and left voicemails. He will not respond to me. My husband has also called and texted with no response. We spent $4490 for a system that is not doing its job at all. It is extremely disappointing that I cant get ahold of anybody from the company to help us. Our toilets, showers, sinks are all staining. New faucets are having decreased water flow due to sediment build up. Im very disappointed with the way this is being handled.

    Business Response

    Date: 03/13/2023

    oh ***** I know that we have spoke to you by phone but I want to go ahead and respond Its my understanding after speaking to you its not that we done anything wrong or the equipment is not working like it should your water supply evidently uses half the year city water and half the year well water and I dont think when you had purchased the system you are us knew that so we put in a city water application, but when they switch the water back to well water after the first six months of the year the system wasnt doing what it needed to do because they were bringing in well water to your home after speaking with you this weekend youre going to get back with us and let us know exactly what is in the water at this time and we will work diligently to get this resolved for you. Thank you.

    Youre wei

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