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:04/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 were told by our sales *** that the financing for our water system would be interest free after finally gaining access to our payment portal (2 years later) we found that it in fact was not interest free and for 9 months none of our payments went to the principal of the loan, just solely the interest. Asked for a copy of our contracts from the company and the seller and sales date dont match to when we actually bought it. Scam, scam, scam. Theyve cost us thousands in interest. Will definitely be looking into possible legal action.

• Initial Complaint

  Date:03/23/2023

  Type:Product 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, Aurelie ******** want you to know how my family and I have been treated with superior water quality and his employees Traci ***** the salesperson and Josh her manager since December 2022
  It has started with the itching and My family and myself noticed the skin discoloration by the end of December. I reach to Traci you said will send an Adjuster the adjustment was
  Conducted over the phone and did not resolve the issue. I called and let them know but no one . No one has been sent to test or check if something wrong et the water at our home.  End of February I reached out to Foundation Finance who made a 3 way call to Superior water quality who said will send an agent to come and test the water while I was on the call . no one showed up till today .
  My entire house has now skin itching and discoloration on our body. Josh has  said once  to me on the phone the first time I talked with you that : there is nothing wrong being darker.
  and I cannot prove that Superior Water quality has chemicals. I started using bottles of water on my face. I stopped using Superior water on  my face on Thursday march 9, 2023. and within 2 weeks I see the changes and skin is getting better. Picture of me before, while and stopping superior water .. They have to remove your equipment . I have paid $9000 for a service that is destroying and killing my entire family, my 2 beautiful daughters, my lovely mom , my handsome husband and myself I am documenting me washing my face this past week and keep recording  all the changes that are happening due to your superior water quality in our skin. By the way my daughter has rash now. Forgot to say that now I am taking steroids for my itching prednisone that my doctor prescribed isn’t that cool. Again please 
  Have superior water quality come and remove everything that has to do with Superior Water Quality at my house which is ***** ***** *** ***** ******* ** *****

  Business Response

  Date: 03/23/2023

  Aurelie first started her phone calls with Superior Water stating she did not recieve a package that was sent to her house, and there was a picture of HER receiving the package. so she definitely got the soaps we sent her. We did send her a second shipment at no cost. After she recieved the second shipment she wanted to keep the system but have us pay her half of the cost back. when we told her no, she started claiming that filtered water is making her skin "blacker" then she was before. SInce water changing skin pigmentation is impossible, we tried going over other options with her. We offered to show her how to disconnect the system, that way she can see it was not the water that was effecting her skin. She refused and said she would make us famous for turning people black, and that she has hired multiple attorneys to sue our company for $90,000 for turning her skin black. she has talked to a doctor, which even he stated the water will not turn her skin black and to avoid irritants on her skin like her make up since the rash was only where she was using her makeup. she still has refused to allow us to test her water, to prove there is no issue with her water. Clean water does not hurt people. Our systems remove harmful contaminants from water, there is no chemicals in our filters that could transfer into her water. We have sent water technicians and plumbers to her house on several occasions, and she denies us entry or is not home. If she is only concerned about her health, we can help her disconnect her system. She does not owe Superior water any money, and is upset that we are not giving her money to pay off her financial institution in which she entered into an agreement. With that company, she is on a recorded line telling them that we installed the system, it was functional, and that she was satisfied with her performance. We have told her on several occassions steps she could take to disconnect the system. We simply cannot cancel something she is not obligated to with us, but a different company. 

• Initial Complaint

  Date:09/30/2022

  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 company sends out false mail notices that we may have a package on hold by the postal office. They claimed to be a welcome to the city committee and want to bring us a gift card and a free water test. They actually are scammers selling a water filtration system. They not only lie about it being interest free but were in our home over an hour selling this and wont leave you alone to think about this. I read the paperwork and saw I could trial it for free 3 days so I did. They installed and I didn't like it so I requested it be removed. They did a super lazy job taking it about and did not remove a super long drain line from our yard AND did not re connect our spicket to the water line. They left it on their extension they added to connect the water filter making the spicket connected to nothing to give it base. It broke the moment we used the hose and we knew it was due to their lazy job done. We contacted them immediately and they refused to fix it saying it was not their issue. BS!!! WE had to dig it up and saw it was FORSURE them who didnt want to take the extra time to fix it as it was. Now they blocked us after us asking super nicely to fix what they broke. SUPER UNPROFESSIONAL!! They had my credit drop 35 points after saying they were doing a soft check...awful company awful customer service!

  Business Response

  Date: 11/09/2022

  After review of the facts it appears that most of this claim is erroneous and misleading. The original reason for the cancellation that was cited via text message of this prospect was that it was not in budget and the cost was not something that they could "swing" or "afford." Very understandable so we complied with the request. This equipment was installed on September 10th and per the client's request to cancel it was later removed and uninstalled on September 13th. When we removed the equipment we kept their main water supply line connected and fully functional so it's not true or clear as to how there's a scam since there was no charge or cost associated for any of the work performed or materials used. As a matter of fact they were gifted a free item of their choice and that was theirs to keep. A full 48 hours later on September 15th we received pictures from them of a broken PVC pipe leading into the house that was attached to the outside water spigot and also had a garden hose attached to it in the picture. It was evident that the break of the PVC pipe was from yanking on the hose at a full sideways angle. They did not attach these pictures to this complaint but I will since it is the tell tale sign of it being the end user who was at fault for the break in the pipe that was above ground when our work was done underground. We let them know since it was unrelated that we would only charge a small fee to go and do the repair to the pipe since we had left it in working order. They mentioned they were related to a plumber and they would get it fixed cheaper. This is in response to the free repairs that they wanted for damages caused by them after the fact. 

  Customer Answer

  Date: 11/10/2022

  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.  
  
  Did you not read my post?? Or see the picture?? Our main line should NOT have the extending PVC pipe your guys added on to connect the water filtration system. This causes our support to the water spicket that was our water hose to have NO support. In simple terms since it seems you cannot read, you changed the structure to our water supply line and it of course broke once it was used. You tried to make money off of us after sending false mail to our address, took advantage of us not knowing exactly what was going on and left our property damaged when we refused to proceed. Don't throw the 50 buck gift card as some token of good deed when this is exactly how you get into peoples homes to pitch and pressure homeowners into buying a 9k filtration system. We are a young couple that did not want to proceed once we tried out your product and DEFINETLY did not want to spend 150 bucks once a month for 8 years. We tried to contact you and the sales lady multiple times after we found the damage but crickets...? We got one response that you did not want to repair it with false reasoning. You tell me is it a coincidence that the day after you took out your product from our water supply our water supply cracks in half because we used our hose...hmm. This is bad business and honestly your company just seems to be full of bad people. Your reviews are full of people with the same issues as me. Congrats though, you have successfully given me my first homeowner lesson. Do not trust any company trying to sell you shit they will always screw you over to get a buck.
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 11/22/2022

  In our company we stand on our integrity and ethical practices. We were there to respond to your concerns even two days after the cancellation when your husband messaged the personal phone number of the representative and our office number is always answered during business hours. Your message was read and it was claimed that we need to "fix what they[we] broke" when putting the responsibility on us is totally false and misleading. As Hannah agreed that it was broken the "following day" although we received notice two days afterwards. It was broken at the main line and if we hadn't repaired the line after removal of the system then there wouldn't be any water coming into the home and that would deem an immediate call from anybody on the same day. However, this wasn't the case and it was broken two days after the removal of the original equipment. I'm sorry that you feel that we broke it but it was not broken by our team. The responsibilty lies on the person who walked the hose around the yard and tugged on it. Per public record the home was built in 1977 and things often need replacement on older homes and that is why the house is being remodeled on their behalf. Fixer upper homes come with plenty of repairs to be had. We stongly stand on the fact that if the hose wasn't yanked or pulled then this would never have happened on its own. Is this not correct? Does the line need to be fixed or was it repaired already?