ComplaintsforHague Quality Water International

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a water softener it has a 5 year warranty. It has stopped working.we have called the company several times. No one will answer our call. We have left voicemail with our return phone number and they won't return our calls

  Business response

  01/26/2024

  Good afternoon, waterBoss customer service has spoken with the customer and replacement parts have been sent and should arrive tomorrow. This complaint has been resolved. Thank you

  Customer response

  01/29/2024

  The situation has been resolved and I would like to withdraw my complaint 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with Amanda C****** regarding issues that I am having with my Waterboss Model 950 since February 23, 2023. The Waterboss continues to have excessive amounts of water in the cabinet. I have followed all the instructions that Amanda C****** has given me including replacing the new drive end cap, an injector assembly, and safety float assembly. It is now May 10th and the issue still remains. The last email I received from Amanda C****** stated that she received permission from her supervisor to send out all the parts AGAIN and if the problems persist then I need to hire a plumber. There is nothing wrong with my water lines, water pressure etc. I feel that this is being dragged on by them just waiting for the warranty to expire. This is beyond unacceptable customer service. I do have copies of all the emails sent and received.

  Business response

  05/19/2023

  Good afternoon, One of our Supervisors spoke with the customer and we have agreed to replace the unit for the customer at no charge. This complaint should be resolved. Thank you

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the Hague's Whole House Water Filtration and Softener system from them on Dec 23, 2019. Their dealer ******* promised on the system performance and 25 years complete support. He lured me to cancel my contract with ******'s Ecowater whole house water treatment system and was able to trick me into buying Hague's system which started giving black water mixed carbon media. The real nature of the business, support and intention appeared when I started getting the black water out of the taps. We reported and dealer suspected that it is coming out of water heater system. Months passed by and I started noticing it in the toilet flushes and flush tanks. I reached out to them to report again requesting investigation and resolution. I faced the painful cycles of blame games dealer saying that Hague system has no issues, my pipeline could have the problem (my house is constructed in 2003, pipeline must not be that old I guess), my faucet may have the issues. Looking at the carbon-colored black water, I constantly saying that this is the issue of Hague's system leaching its carbon filter media into my house water supply on intermittent basis which gets clear once that carbon water is flushed away. I had a real hard time in convincing them after saying that salt chamber also has the carbon in it. In fact I noticed the black particles in salt chamber in the beginning and told this to Aaron (the owner of dealership), he responded saying that this is normal. Now only I was told by *** after checking with Hague's technician that this is not normal, salt chamber must not have carbon media or any media leaching into it. I was even told that it has full replacement and service warranty. I was never told at the time of selling this system that there would be the enormous charges for labor and even shipping if their defective system needs repair or replacement. I want replacement of this originally defective system at no cost (no labor, no shipping) to me.

  Business response

  09/15/2022

   The current unit will be replaced with a new system under warranty at no charge to the customer. This should resolve the complaint.

   Thank you

  Customer response

  09/16/2022

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  WaterBoss 900 water softener has been repeating the same brake downs for more than 2 months. They have sent the same part over 3 times an unit still malfunctioning. I was told after the third time they would replace with the same whole unit, or unit of equal value. Now I being told other things I have dates , times , and names of who I spoke to. I was and still being delt with Unprofessionally . Me and my family Quality of life has changed and I am being played with and being given the run around!!!

  Business response

  08/16/2022

  A waterBoss Customer Service Team member has spoken with the customer and we will be replacing the unit for the customer. This complaint is resolved.

  Thank you

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is about the warranty service of our WaterMax® water softener (“WaterMax”) installed and regularly maintained by the local Hague Quality Water (“Hague”) dealers. We request immediate replacement of the media tank which began leaking spontaneously and progressively while it is still covered by its manufacturer’s 25-year warranty. The WaterMax media tank began leaking through its resin wall. Evidence of this leak was presented by the following publicly available online videos: ********************** ****************************  The Hague dealers request paying a hefty amount in tank shipping fees, and labor costs defying the purpose of having a 25-year warranty. Also, the newly installed tank is not covered by any warranty.

  Business response

  05/02/2022

  This email is in response to complaint ID ********* The customer has been offered warranty service by the independent Hague Dealer in the area but is unhappy with the charges not covered by the manufacturer's 25 year limited warranty to replace the media tank and has refused service. The media tank on the customers 22 year old unit is covered under the manufacturer's 25 year limited warranty and the manufacturer will stand behind this warranty. The warranty covers the part, in this case the media tank, but does not cover the shipping of the media tank or the service and labor charges incurred with respect to the removal and replacement of the media tank. A copy of the product's owners manual which includes the product warranty was emailed to the customer for reference. Hague Quality Water, the manufacturer, cannot control freight shipping charges nor does it control how much an independent Hague dealer charges for the services and/or labor it provides. These seem to be the two areas the customer is unhappy with. I believe the independent Hague dealer has already reduced their rates once in an attempt to work with the customer. The independent Hague Dealer is willing to complete the job for the customer but the customer will be responsible for the shipping charges and the service and labor charges. 

  Customer response

  05/02/2022

  
  I reject this expected response from Hague Quality Water International because it did not address the main
  concerns:
  - The media tank's shipping fees are extremely more expensive than a brand new water softener of the
  same size delivered to my house. For instance, Hague makes a 45K-grain wi-fi accessible 10Y warranty ****
  ***** filter delivered to my house by ****'s for only $500. How come shipping a replacement tank to their
  so-called "Independent Dealer" costs me more than a brand new filter delivered to my house?? Hague is
  making money from the heavily inflated freight charges to compensate for the costs of the replacement
  tank. They are simply cheating the customer. How come those so-called "Independent Dealers" aren't
  stocking these tanks in their inventory if they were truly operating as warranty service dealers?? Is it logical
  that a customer must wait for weeks to get a heavily leaking tank replaced?
  
  - I am attaching the invoices, there's nothing there that says "Independent Dealer". The invoice shows the
  business card of a Hague salesman, and invoices showing the Hague Quality Water name. Hague is cheating
  its customers by giving them the impression that they are the ones supporting their 25-year warranty
  product, while they rely on local sales people who have no legal obligations towards the customers or
  Hague. This whole business is a scam.
  
  - Hague and its so-called "Independent Dealers" failed to commit to an official warranty for the replaced
  tank. If the shipped replacement tank happens to be defective, I will still have to pay the same fees again.
  There's no legal agreement that defines this warranty service.
  
  Again, these are some of the proofs that Hague Quality Water International is scamming its customers using
  these tactics, and the main purpose of this complaint is to document this matter as I never expected this
  company to provide a positive response based on the many complaints I've seen from other customers who
  had similar experiences.
  
  Regards,
  
  *** ******

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Waterboss model 700 that I purchased in Nov 2013 is no longer working correctly and it has a 10 year warranty. I gave called ###-###-#### which is the waterboss contact number and have been in contact with them but nothing has worked from their suggested fix. When I asked for a warranty coverage, I no longer got an email reply. Attached below is the email. It appears that the company has changed their name as Hague but the address as it appears on the manual is the same. I am asking for assistance to get the company to see if I can get some form of warranty coverage. Thank you for your help.

  Business response

  03/01/2022

  This response is in reference to Complaint# ********. WaterBoss is sending the customer a replacement part at no charge for his unit. This complaint has been resolved.

  Thank you

  Customer response

  03/08/2022

  3.7.2022 BBB received phone message from consumer stating business has resolved complaint.

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a waterboss 900 water softener in 2019. Shortly after installation, we noticed that every time the softener regenerated, it introduced air into the plumbing system of the house. We contacted waterboss after confirming that this was a persistent problem, and were sent parts to replace the drive end cap assembly and the safety shut off assembly. We replaced these parts according to the instructions provided by waterboss, and the system worked for a few regenerations, and then started introducing air into the plumbing again. We have contacted waterboss several times over the subsequent 2 years about this problem, and each time, they have sent us out a new safety shut off assembly. We have now replaced the safety shut off assembly 4 times, and we still have the problem. We have spoken to the customer service agent and the technical expert, and they say this is the only part that can introduce air, and the only solution they can offer. The system is still under warranty.

  Business response

  08/04/2021

  I apologize for the inconvenience this has caused and it's effect on the overall performance of the unit. We just recently came out with a new style safety shutoff assembly with improved ability to eliminate the draw of air during the regeneration cycle. I would like to send one to the customer at no charge as I strongly feel this will resolve the issue of air in the lines.

  Customer response

  08/05/2021

  I am rejecting this response because: The last shutoff assembly that you sent me, approximately 3 weeks ago, was supposedly the new design that was supposed to be better at cutting off air.  I have already installed it and it failed after the first regeneration.  You can send me another, and I will install it, and if it works, great.  But why should I expect it would work better than the one you have already sent me?
  
  Regards,
  
  ***** ******

  Business response

  08/20/2021

  I appreciate your patience trying to resolve this issue. It is hard to believe that 5 safety shutoff assemblies are faulty but there is really no other location on the unit where air can be introduced into the unit without there being an external water leak. Again, I appreciate you working with us over the last 2 years by replacing parts to resolve the issue but unfortunately this doesn't seem to be the fix. At this time, I will be happy to replace the complete unit in for you. Thank you

  Customer response

  08/22/2021

  I accept the business's response to resolve this complaint, based on the assumption that the business intends to replace and ship the new unit a no cost to me and that that the replacement unit is assumed to be free of the same issue as the current unit.  I will bear the cost of removal and disposal of the current unit, and installation of the new unit.
  
  Regards,
  ***** ******

*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. ↩