Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Guardian water services sold me the water softener and a year later the equipment broke! They said they would come every 3 months to service the equipment and never did! Said I would receive free products like soap, detergent, cleaning products and never did! Sent messages called and all nothing!!! Finally got a hold of someone and they said they would have to charge me $180 for someone to just come out!!! This has been going on for over 5 years and only a couple of months ago someone said that to me! So I have been paying for something that has not worked for years! Even called **** the company were I have the loan and all they want is the money they do not care that the equipment does not work! All I want is for the equipment to be fixed or my money back!

  Business response

  12/03/2024

  First to start Guardian Water Services was sold to Flotilla Water Treatment & ********************* in June 2023 and JMS Marketing *** no longer owns the assets.

  Looking through our notes in our system the client purchased her system on April 19, 2017 and has never done maintenance to the system. Her warranty for her equipment is with the manufacturers for manufacturers defects in the equipment and does not include the labor for any repairs and GWS and Flotilla are the servicing company. Her soap account with Liquid Soap Products has been set up since July 30th of 2017 with the email ***********************************. 

  We have had these same conversations in 2019, 2020, 2021, and 2024 about her concerns and every time when notified about the labor charge she becomes angry and hangs up on our CS team. In this time span she has received yearly service notifications reminding her of recommended maintenance and settings and salt levels that she could check to make sure her system is operating at spec.

  GWS has no problem sending a technician out to service her equipment but there will be a labor charge for the work as she was quoted and the longer she waits without fixing any issues the worse the condition of the equipment will be.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Guardian Water Services came to my house and solicited a water system contract from me 4 years ago, I agreed to get the system after they promised to do the installment and they offered over ten years warranty. now I went to pay my bill and they told me I used over **** gallons, which is unusual for my household and I should check for a leak, The head of the system was found to be leaking and I proceeded to tell Guardian Water Services about it, their response was for me to pay almost two hundred dollars for them to send a tech out to take a look at it, now this system is fully paid off and under warranty, which I remined them about, but they have decided to breach the contract that we agreed on and refuses to come and see the water system that they installed and my water bill is escalating. I spoke to the owners ******** and ****** this week and they decided that the only way to have the system fixed is for me to pay for the service guys to come out. I reminded them about the warranty and they told me it is ineffective although it's not ten years yet and they will not be sending someone out to take a look at it unless I give them more money.

  Business response

  11/21/2023

  I will attach a copy of the warranty for the clients review. Her warranty is not with our company, we are the service provider, and her warranty covers manufacturers defects in the equipment but she is still responsible for the labor to perform the repairs and if there is shipping charges from the manufacturer for the parts. She also made racist comments to our staff about their "white entitlement" which they are in fact Hispanic and that she would make disparaging comments about our company on social media and file a complaint with the BBB if we did not do all the work for free. With this said both our Service Coordinator and Director spoke to her and still offered her a 10% discount to get the repairs done which did not satisfy her.

   

  At this point with stand ready to do all the repairs for the client for the discounted price she was given by our Director, if this does not satisfy the client she will need to find another service provider.

  Customer response

  12/15/2023

  Hello BBB the business did not state that in the initial conversation that they were not the company that was not responsible for the warranty of the product I bought from them and there was no racist comments made, I told her she was not interested in hearing my concerns and she dismissed me because they already got my money and she I told her she was acting as if shes the owner of the company, but I will show social media what my complaint is and let them decide if this is the company for them. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our new home in July and around met with the salesman from Guardian Water as he did his pitch for us to purchase this water softening system that would essentially allow us to drink the water straight from the tap and that we didn't have to purchase any more bottled water. They also added a free service that would allow us to order supplies on a monthly basis. After the visit of their first technician, my husband noticed that the cover from the tank was missing and that the water in the tank was open and exposed to the elements. We immediately contacted Guardian and informed them of then and they promised a technician would come out within a day or two. Here we are two months since then, and after trying to call them, leaving several voicemails, listening to several empty promises, here we are and the tank is still open. We've observed in one of our toilet bowls that much of what they promised about clean filtered water is not true. The filtration system is not working. They do not answer phones so that makes it difficult for you to order the promised supplies and at this point all the savings that was promised, the clean water that was promised, the warranty for the equipment that was promised have not been delivered on. We would like them to remove their equipment and relieve us of this debt we are now forced to pay for a service that is far from reliable. My family as been forced to drink dirty water for days because the filtration system is not working. We now buy store bought water to ensure we have clean water to drink.

  Business response

  11/15/2023

  We will have our service department reach out to the client. The last time that we spoke to the client was 10/27 when they informed us of the missing brine tank lid, we contacted the manufacturer who drop shipped the replacement lid to them that was delivered on November 2nd. We will attached the tracking number and the picture of the proof of delivery from UPS. 

   

  Originally when the client contacted us with their concerns we dispatched one of our service technicians to the clients home to do a complete system check for them. The technician did a complete water test on their system and found everything to be in spec ( we will attach pictures of the test as well). The tech did notice that the board was not as bright was we like so he replaced it for free under their warranty with LeverEdge. Also on the same day our CSR spoke to the clients husband and set up their soap account, explained how to order, and emailed instructions to ************************** Client called multiple times on 10/19 between 3:16 and 3:23pm when unfortunately all of our CSR's were on other lines with clients, they then called at 8:23pm when the office was closed. Our next conversation was on 10/27 when they told us about the brine tank lid missing and we had the new one ordered, they were going to follow up once they received it so we could talk them through a manual cleaning cycle. 

   

  We will follow up with the client to schedule a service appointment and if they need any copies of pictures or tracking numbers we can provide those as well.

  Customer response

  11/15/2023

   
  Complaint: 20814160
  
  I am rejecting this response because: there are several mis-truths reported in this response. No one from Guardian Water Services has visited our home since August 28, 2023 (Attached blank invoice). I would like to see written proof that they entered our home and tested our water in a way that would demonstrate that the tests were comprehensive if this was the case. The cover for the tank has been missing and has been reported to them since this time. The soap order request for information was not the reason for our initial call, the missing cover was. Our toilet bowl shows a stain from the water that is coming into to our home. Please see the attached. The usual softness in the water that we experienced from the initial stage of the installation of the water is not longer what it used to be after washing our hands or taking a shower. 

  The picture that was submitted on the response is from the initial date of installation. On the day in question that the technician came here, it was a rainy day and the sky was overcast. I happen to know this because it was just before the hurricane was set to come to *******. I signed off on the tests done at that time, but it wasn't until the following day that my husband noticed that the cover for the equipment was missing. I am not sure what board was replaced on the equipment but the cover was never replaced.

  Since the equipment (cover) arrived at our home, we have not received any form of communication from Guardian Water Services to repair the missing cover and we are 11 days removed since the arrival of the equipment. This issue has been outstanding since August 27. 

  Guardian Water Services has not held up to its side of the contract. We are not receiving the clean water promised and our equipment has been open and exposed for two months with little action taken on their part to correct the issue. This attempt to resolve the issue with dishonest statements and image has really cast a shadow on the level of service quality promised by their sales team. I am renewing a request for a full refund of this transaction and to ask that the equipment be removed from my property. 

  
  Sincerely,
  
  ****************************************

  Business response

  11/29/2023

  We stand by everything that has been stated in our previous reply and we will attach a copy of the water test dated 08/27/2023. We also spoke to the clients husband on 11/21/2023 at 10:10am where he confirmed he received the new lid and the Director walked him through a settings check and how to do a manual cleaning cycle.

  We are not able to see any pictures on the BBB message. If she is having staining in the toilet we would recommend that she adds a bleach tab to the back of the toilet or a similar product. The system she has removes over 90% of all chlorine that comes in through her water supply and when water sits in a active toilet that can happen but this would fix her issue. Also on the water softness, per her husband they currently have almost no salt in their brine tank, the salt is used with purified water to make brine which cleans the media inside of the system that treats the water. Without proper levels of salt, the unit can not do a proper cleaning. Her husband indicated that he was going to go to the store to get more and fill up the brine tank.

  As I stated before ********************** is outside her window for a refund but as a show of good faith we will have a technician stop by again to do a system check and a water test but her or her husband must be home so we don't have a ongoing issue. Any future service calls will be billed at the normal service rate.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -March 18 2023 -$6,995 -full water system for my home -water smells bad, has an awful taste there is sediment in the toilettes and the sinks with slimmy dirt. -I feel they dont want to solve my issue. Have called the company to inform them, they told me a tec was coming to check it never did. then called a second time and told me to trouble shoot the system outside and wait for a few hours still doing the same. Then called again told me to trouble shoot again I explain that I would like a tec to come check it told me that they were going to talk to a supervisor still waiting for someone to call or come to check. Im a 77 year old lady i have stomach issues and cant afford to get worse, need to take care of my health and im so unsatisfied with what i was sold feels like I was falsely mislead. Please help me

  Business response

  05/23/2023

  We apologize for the delay in getting back to the client, the technician that covers her area was in the hospital. Our technician went by the home yesterday and did a complete water test for her showing that the unit was working exactly to spec. She is in a new construction neighborhood were they are doing daily work to the infrastructure including opening up the water lines which can allow odor and sediment into the main lines. We will stay in contact with the client as they finish the build out of her neighborhood to make sure everything is working properly.

*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. ↩