ComplaintsforAquafeel Solutions

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to Contact Aquafeel Solutions for more than one month. The water filter unit they installed in my house is leaking. They claimed to have limited warranty in their water filter. However, they don't offer customer service or maintenance to their customers. Their inbox is full all the time and there is no customer service representative to assist their customers. Not sure what to do, I have paid for this filter more than 7Kusd and I cannot even get a hold for no one at this company. Not sure what to do next to be able to receive support from their technical stuff,

  

  Business response

  03/04/2024

  Goodmorning Ms./*******************, I am sorry to hear about your issue with your system and that you have had some trouble reaching our customer service team. Our customer service department will be contacting you shortly to find out what your systems needs and which service/ maintenance check is required.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not sure how to check if this system is working. I call the company and they said I have to paid 390 if I want somebody to look their machine. The warranty does not cover . I am afraid this company disappears and I lost my 7000 . I do not recommend this company.

  

  Business response

  02/16/2024

  Good Afternoon Ms./*****************

  I am sorry you are having doubts about the functionality of your water purification system. All systems come with a life time warranty that is used if the system has any interior or manufactural problems. For each system to work to its fullest potential we recommend getting maintenance/service checks done every 2-3 years (varies on water usage) where a technician comes out, replaces your systems filters and reprograms your system. These checks are not covered in our warranty and have a separate cost. This is the cost I believe you are talking about, if you change your mind and want to schedule a service appointment please give our service department a call.

  We appreciate your business.

  Customer response

  02/19/2024

   
  Complaint: 21156232
  
  I am rejecting this response because:
  I cannot believe this company offer 25 years of warranty and they cannot help their customers.  You can review my credit and I never have any problems like this one . I wish someone would tell me this company try to get your money . this company have very good excuse to do not help you. I would no recommend this company. 
  Sincerely,
  
  ***********************

  

  Business response

  03/04/2024

  Good Morning, we would love to assist you with your problem. In this case what you are needing is a maintenance check for your system. Like I stated before this is not covered in your warranty because the warranty is for the system itself and any manufacturing problems it may have, not for its upkeep. Think of it like a car, to maintain your car running smoothly you must get annual oil changes and any other services required that will have an out of pocket cost. To get the best use out of your system it is recommended to replace its filters every 2-3 years and reprogram the regen cycle. This is apart of the systems upkeep and is all included with the service, if you chose to purchase and make an appointment. 

  We appreciate your business. 

   

   

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dark and black water!!! I called customer service several times and no one answered the calls, I had to disconnect this system and no one answered me and I am still paying for it.

  

  Business response

  12/20/2023

  We have spoke directly to the costumer and have been assured this is no longer a problem. 

  Thank You

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My water tank is leaking water from one of the valves on top. I have called the company numerous times it goes to voicemail I explain I need service and no one has bothered to call me back. I need someone to come out and fix it ASAP.

  

  Business response

  10/06/2023

  Good Afternoon, I am sorry to hear you are having this inconvenience with your system. I have spoke with our customer service department and it seems we have scheduled you an appointment with a technician for this upcoming Tuesday Oct. 10th. If this upcoming service appointment does not meet your satisfaction please do not hesitate to contact us. 

  Service Department ********************

  We appreciate your business

   

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2023 I had Aquafeel install a water filtration system in my home. At first the system was working great then weeks later we started having issues. I would call customer service 2-3 times a day for almost a month and could never get anyone on phone. Voicemail was always full. Left messages and texts to the Sales Rep that came to my home. No answer back. Finally i sent a message through their social media site and a tech came to the house and fixed the issue after a month of trying to get a hold of someone. Now the begging of this month sept 2023 we begin to have an issue again and again I am having no luck getting someone out. A tech says he will be here on a certain day and does not show up. Sales rep keeps saying she will contact tech and nothing has been done. I can never get anyone on the phone to corporate office to file a complaint. Voicemail is always full. I was told when I purchased it that there will be a 6 month follow up. No one has contacted me. This systems total cost will be $10,000. I pay $120. a month. Im not sure what to do to get out of this contract. This is why I contacted you for some direction.

  

  Business response

  10/06/2023

  Hello *******, I am sorry to hear you have not been able to reach us. I have spoke with our customer service department and we are ready to send over a technician to take a closer look at your system. We have reached out a few time to make an appointment for the technician to head over to your home but we have not had the best of luck contacting you. Please call our customer service line directly to schedule an appointment. 

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

  We appreciate your business. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  - August 9th, 2023 - I paid the business for the product $5,000 - The business did not tried to resolved the problem they were hesitant to send a technician - The nature of the problem is with Aquafeel Solutions Company please see the attachments

  

  Business response

  10/04/2023

  Hello ****************, I am sorry for the delay in our response. I spoke with our customer service department and it seems we sent a technician to your home of 09/29 and all concerns were solved. If this is not correct or you are not satisfied with this service please contact our service department as soon as possible. 

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

  We appreciate your business

  -****************************************;

  Customer response

  10/04/2023

   
  Complaint: 20492951
  
  I am rejecting this response because:  My deep concern and disappointment regarding the recent installation of a power outlet in my house by Aquafeel. The evidence clearly indicates that the power outlet was incorrectly installed, resulting in not only financial inconvenience but also a potential hazard to my home.
  
  
  Upon inspection, it became evident that the power outlet installation performed by your company was negligent and irresponsible. I had to bear the cost of repairs out of my pocket due to this improper installation, which was a direct consequence of Aquafeel's actions. It is alarming to consider that such negligence could have led to a serious fire hazard in my residence.
  
  
  Furthermore, when your technician visited on September 29th for maintenance service and acknowledged the burnt power cord, I raised my concerns about the incorrect installation of the outlet being the root cause. Unfortunately, my comment was disregarded, leaving me with unresolved issues.
  
  
  I kindly request a refund for the expenses I incurred as a result of this negligence on Aquafeel's part. It is crucial that your company takes responsibility for its actions and rectifies this situation promptly. I believe that a refund is a fair resolution for the financial burden I have endured due to the improper installation.
  
  
  I trust that you will address this matter with the urgency it deserves and take appropriate steps to ensure that such incidents do not occur in the future. Thank you for your prompt attention to this issue, and I look forward to a swift resolution.
  
  Sincerely,
  
  *********************

  

  Business response

  10/06/2023

  **************** I first would like to apologize for this oversight made by the company. I have spoke with customer service as well as my upper management and as a team we have decided to move your situation up to our accounting department. Please give our accounting department three (3) business days to come up with your requested resolution. We appreciate your business and I apologize for any inconvenience.

  Thank You

  ***** Del *****************************

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mi cliente *********************** presenta un problema de liqueo debajo del fregadero y no cuenta con la asistencia de la compaa despus de dos das tratando de que le devuelvan la llamada para asistirle en el servicio.

  My client *********************** has a problem with a leak under the sink and does not have the assistance of the company after two days trying to get a call back to assist him in the service.

  

  Business response

  08/07/2023

  Good Afternoon ******, thank you for reaching out to us on behalf of your client. I have spoken with ************** personally and he no longer has any issues with his system. Next time so we could help as quickly and effectively as possible please have clients reach out to us directly. ********************

  We appreciate your business. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Aquafeel unit 5/10/22 due to my homes water having a bad smell. Initially the unit solved the issue.I have had a intermittent issues with the odor returning and service was very quick to respond. The last issue was approximately November of 2022. The odor returned early April 2023, when trying to reach out to Aquafeel, no one answers the phone and the voicemail is full and not excepting messages. I reached out to the sales rep. that sold me the unit and the company she works for is now ******** that originally sold me the unit. ******** has stated they will help resolve this issue, but this is ultimately Aquafeels issue to address.

  

  Business response

  04/18/2023

  Good Morning, *******************

  I am sorry to hear you were having some problems getting in contact with our service department. After speaking with them regarding the issues you have been having- they were able to send out a technician to your home on April 14th. The technician reported that he restarted the system and made sure everything was working properly. They also reported that they would be checking back with you in 2 to 3 business days to see if the problem still remains. If you are not satisficed with this latest service, please call our service department at your earliest convenience. 

  Thank You 

  We appreciate your business. 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They installed a water softener in my home that does not function the way it's supposed to and after many attempts to resolve I've stopped paying for the system. Now the finance company would like to know why im not paying. The company needs to stand by their product and make sure it functions the way it has intended so that I can continue to pay for the machine. They need to replace or figure out why it doesnt work. I have stopped payment since no one from the company cares to address this issue. As I have expressed multiple times to Aquafeel I do not speak spanish and all the employees who are on the field do not seem to speak english and no one who has contacted me can even speak to me because I do not speak spanish. I do not know what to do at this point I have tried all i can do on my end. Even the finace company has gotten involved to try to help resolve and the company does not seem to want to fix my less then 1 year machine that has not functioned from day 1.

  

  Business response

  04/12/2023

  Good Afternoon *****************************,
  

  I've had a chance to review your complaint, and I'd like to apologize for the lack of customer service and lack of attention. **************** is an important department here at Aquafeel Solutions. Based on what you've shared with me, I personally have been working on your systems needs from start to finish. Working together with our customer service team we were able to send out a technician on April 10th. Based on the report the technician sent back to the office and the conversation we had with him after your service he assured us there was no issues with the system or water. I have attached the photos the technician took of the test that were performed. If you have any concerns or were not satisfied with this latest service please contact the service department at your earliest convenience. 
  

  Thank you for your business.

  Sincerely,
  ***** Del *****************************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dejo constancia de la irresponsabilidad de servicio tcnico, no responde llamadas, no responden por las ******, llevo ms de dos meses tratando de solventar el problema porque el tanque de agua en la cocina nunca se llena, y despus de tantas llamadas y ****** hicieron un chequeo al sistema en video llamada indicando que todo est bien pero no dieron solucin. Extraamente observo que hay una manguera ROJA conectada al desag y nuestro recibo de agua ha aumentado exageradamente desde que instalaron el sistema en la nueva casa. Nadie da respuesta

  I record the irresponsibility of technical service, they do not answer calls, they do not respond to complaints, I have been trying to solve the problem for more than two months because the water tank in the kitchen never fills up, and after so many calls and complaints they made a I check the system in video call indicating that everything is fine but they did not give a solution. Weirdly notice there is a RED hose connected to the drain and our water bill has skyrocketed since they installed the system in the new house. no one answers

  

  Business response

  04/06/2023

  Good Morning *************************,
  I've had a chance to review your complaint, and I'd like to apologize for the lack of customer service. **************** is an important department here at Aquafeel Solutions and annual services/maintenance aren't taken lightly.
  Based on what you've shared with me, I have spoken with our service department and have been pleased to learn we were successfully able to speak with you and make an appointment for a technician to come to your home. My record shows a technician was able to make a visit on April 4th, as well as doing a full maintenance check and replacing some old filters. If this is incorrect or you are not pleased with your most recent service visit please contact our service department at your earliest convenience. 

  We appreciate your business. 

  Thank You

*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. ↩