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:11/26/2024

  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 used this water softener system for my 2024 home, with a 10-year warranty. On November 20, 2024, I noticed an issue with my drinking water system and called Infinity for service. I spoke with an agent named ****, who informed me that the filter needed to be replaced based on my description of the issue. **** quoted a price of $140 for the replacement and scheduled a service appointment for November 26, 2024. On the scheduled day, a technician named ***** arrived at my home, replaced the filter, and charged $149 to my card. I initially didn't notice the discrepancy between the quoted price and the amount charged. Then I called Infinity and spoke with another representative named Idah. Instead of explaining the reason for the price difference, Idah told me the price was now $195, not the $149 I was charged or the $140 **** had quoted. When I asked why **** had given me a different price, Idah was dismissive and treated me as if I were unreasonable. When I requested to speak with ****, she rudely refused.Subsequently, the owner, ******, called me. However, rather than addressing my concerns or listening to my explanation, ****** immediately stated that they no longer considered me a customer. To my shock, ****** also threatened to cancel the 10-year warranty that comes with the water softener system. When I objected and stated that removing the warranty without a refund for the system would be unlawful, ****** claimed they had the right to do so. ****** then cut me off mid-conversation, refused to let me speak further, and abruptly hung up.This behavior is extremely unprofessional, unethical, and disrespectful to customers. I am now left worried that the warranty for my water softener system, as stated in the contract, may no longer be honored. This feels like fraud and a blatant disregard for ethical business practices. Since the business owner has refused further communication or resolution, I am unsure who to contact for help and protection as a consumer.

  Business Response

  Date: 11/27/2024

  Standard cost for service he had done is $149. We are not changing our price for him. If he doesn't want to pay, we will not service system again.

  Customer Answer

  Date: 11/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  I am writing in response to the statement provided by Infinity Water System regarding my complaint.

  To clarify, I have already paid the $149 they charged me for the service on November 26, 2024, and I do not intend to seek any further services for the filters of the water softener system from this company. However, my primary concern is not about their refusal to provide additional services. My issue lies with their inconsistent pricing practices and the unethical behavior I experienced during my interactions with their team.

  To provide further context:
  - On November 20, 2024, I was quoted $140 by their representative, ****, over the phone for a filter replacement.
  - On November 26, 2024, the technician charged me $149 for the service.
  - On the same day, when my wife inquired about the price, another representative stated it was $195.
  This inconsistency demonstrates a pattern of misleading pricing communicated to different customers.

  More importantly, the treatment I received from their staff, particularly the owner, ******, was disrespectful and unethical. During a phone conversation, ****** threatened to remove the 10-year warranty tied to the water softener system that I purchased 11 months ago for $3,695. ****** confidently claimed that he had the right to revoke the warranty, which I regard as illegal and unacceptable.

  The warranty is a legally binding agreement included with the purchase of the product, and the company cannot unilaterally revoke it without providing a full refund and removing the system from my home. Their attempt to do so reflects an alarming disregard for ethical business practices.

  I am not seeking further services from Infinity Water System, but I do demand a written confirmation from the company that the 10-year warranty on the water softener system remains valid for the duration of the contract.

  This business's behaviorarrogant communication, rude treatment, and failure to address legitimate customer concernsshould be a warning to other potential customers. I trust the ******************** will continue to ensure businesses uphold ethical practices and honor their commitments to customers.

  Thank you for your time and assistance in addressing this matter.

  Sincerely,
  ***** ****.
  
  
  
   

  
  

  Business Response

  Date: 12/04/2024

  First of all, we do not have anyone working for us named ******. Customer threatened us to cancel payment and that what caused us to say WE would not honor the warranty. If his status remains as fully paid, we will honor the warranty. 

• Initial Complaint

  Date:11/20/2024

  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.

  In May of this year this company came to my home to service my equipment in my garage for a leak. Now 6 months later, its leaking again. I have called numerous times to speak to management this morning, Nov 20th and I keep getting the run around. They are in meetings, or they are getting techs ready to go on calls or they will call me back shortly. I have been calling since before 9:30am that doesn't even count my voicemail on Nov 19th around 4:30pm. I have called 5 times today and left 2 voicemails today. I know they have a policy on the receipt for a 30-day warranty. If they fixed something just a little as 6 months ago and it's the same issue. It's not right! They are money grabbing from clients that paid thousands to get this and hundreds if not a few thousand to upkeep it. They are doing bad business and even worse customer service! People need to know, and they need to go out of business!

  Business Response

  Date: 11/22/2024

  In May 2024, Mrs. ***** called us because she believed there was a leak, but the system was actually in constant regeneration. We replaced the failed parts, including the pistons, control valve seals, and quad rings, which resolved the issue and brought the system back into service.
  On November 20, 2024, Mrs. ***** called again regarding a regeneration issue and was informed that the manager would call her back after a meeting. However, instead of waiting patiently, Mrs. ***** repeatedly called the office, yelling at the staff and making subtle threats. All she had to do was wait, and the manager would have returned her call, which he did. He also offered, as a courtesy, to send a service tech at no charge and address the issue.

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am writing to formally express my dissatisfaction with the recent installation services provided by Infinity and to seek a resolution for the issues I have encountered.I had originally requested that the installation be scheduled on a Friday or weekend so I could be present, rather than leaving my elderly mother to oversee the process. Unfortunately, the sales representative refused my request, insisting on a weekday installation. I was assured that the work would be completed professionally and without problems.However, upon completion of the installation, I discovered several significant issues:1. Damage to Sheetrock: My garage was left with multiple holes in the Sheetrock, with no attempt made to repair this damage. 2. Exposed Pipes: All pipes were left exposed, creating safety risks and an unsightly appearance.3. Unauthorized Drilling: The installation team drilled through my brick wall without prior discussion or consent, resulting in further damage.Since October 7, 2024, I have made numerous attempts to contact the sales representative regarding these issues but have received no response. This lack of communication is unacceptable.I am requesting the following:1. A prompt inspection of the installation work.2. A clear plan to address the damages to the Sheetrock, exposed pipes, and unauthorized drilling.3. A designated point of contact to resolve these issues in a timely manner.I hope to resolve this matter amicably and look forward to your prompt response. Please contact me at your earliest convenience to discuss how we can rectify these issues.

  Business Response

  Date: 10/14/2024

  Our general manager will be calling to address any issues.

  Customer Answer

  Date: 10/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:12/27/2022

  Type:Customer Service 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 had a new water softener & RO system installed on October 4, 2022. After the installation, we had problems w/the water pressure from our refrigerator water dispenser. Infinity Water Systems came out on Oct. 11th to "add pressure" to the line. Immediately thereafter, our ice maker stopped making ice. On Oct. 20th another technician came out and "bypass system and turned loop on". Immediately after this visit, the ice maker started leaking water causing the entire freezer to be encased in ice. We were told to defrost the freezer. On Nov. 3rd another Infinity Water tech came out and stated that I would need to get a plumber to deal with the issue and Infinity Water Systems would pay the cost because the freezer was still leaking water due to pressure issues. It was written on the service receipt specifically that "If any issues or problems on parts to the fridge, we will cover". At Infinity Water's suggestion, a plumber came to change the valve due to improper RO system installation. That resolved the leaking freezer issue. On Nov. 17th, an Infinity Water tech returned to "reconnect the fridge loop back to the fridge and connect the RO to the main line". I submitted my plumber receipt for $460.31, as instructed. Middle management responded, flippantly, saying that they could not honor the commitment they had made earlier, in writing. Eddy Galvan, the general manager, left a message on December 19th for us to discuss the issue. I have, subsequently, reach out over 4 times in the last 8 days with zero response. We have been a customer of Infinity Water Systems for over 11 years and have purchased 2 water softeners and 2 RO systems. We use their yearly maintenance plans. I am extremely disappointed that they have chosen to go back on their word to pay for their mistakes. We have been more than reasonable and based on the way they are handling this issue we will not be using them again and we are actively looking for a new yearly maintenance service provider.

  Business Response

  Date: 12/28/2022

  The reverse osmosis system did not cause any issue with the valve on her refrigerator. This was a problem with dirt in the valve of an older refrigerator. Despite what the plumber says, there is no way the reverse osmosis system would have caused this problem. The reverse osmosis system delivers high purity water with no dirt in it. This was obviously dirt that accumulated in the valve from past usage with tap water.