Complaints

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 10th, 2023 my husband and I got a whole house water filtration system set up. After the setup, I questioned the installation placement and work that was done. It did not look like it would hold up, but I was assured it would. On April 17th, I woke up to the mineralizer (hooked up under the sink) leaking and water all over my kitchen vinyl floors. The water got underneath cabinets and leaked into my unfinished basement. I also have wood floors underneath the vinyl and now we are dealing with shifting and movement in our vinyl floor due to the water. I spoke with the owner, ***********************, who first said to me I dont speak to women then denied it was his plumbing that caused the damage. My husband tightened the plumbing to stop the leak and ****************** response to that was your husband cant tighten a nut? I asked for them to repair my floors as I understand mistakes happen. They sent contractors over who confirmed with us that water damaged our floors and then *********************** tells me the contractors think I am crazy. I disputed the charges on my credit card and ***** called me and told me I robbed him at gun point. Horrible horrible accusations.Fast forward to February 4th, 2024, I woke up to the whole house filtration system in my basement spraying everywhere. My concern was valid, and the plumbing failed resulting in personal items in my basement to be destroyed. Artwork, pictures and other items ruined. I contacted them again and the response was We will get someone there sometime this week. I dont trust them and had to have a plumber come and install the entire system for $1200. Next week I have my floors being repaired for $2400. This has been a burden, an inconvenience and a loss. I wrote a review on their pages and nobody has gotten back to me. They actually blocked me. There are two other people who I know have had similar experience as me that has happened in the last 6 months.

  Customer response

  04/17/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by pHountain Water Filtration Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************************
  

  Business response

  08/05/2024

  We did take ownership of the situation, we sent out plumber their immediately, when we got there the situation was made worse because the customer ripped her dishwasher out of the wall and created much more damage. Our plumber fixed the situation and also fixed her dishwasher amongst other things that were damaged. We had to get special parts for her dishwasher as well. On top of all this, we returned the customers money via check to satisfy the situation. After we returned her money, a few weeks later they reversed the charges on the credit card they used, and now they actually owe us $4,000 while still keeping and utilizing the filtration system that was installed in their home. So not only did the homeowner keep the filtration system, they also received and accepted $4,000. check. We sent 2 different floor companies to the home to make repairs and they both said there was nothing to fix or repair. We apologized and took responsibility for situation and did our best to make them happy. 
  Submitted: 07/26/2024
  

  
  

  Customer response

  08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The claim that the business is making regarding a check in the amount of $4,000 that was given to me is false.  To date, I have not received any such check, and it is disheartening that the company is claiming otherwise.  This is not the first instance where I have encountered misleading information from the company and it raises serious concerns about the transparency and integrity of their operations.  I would be interested in the proof they have that 1.) the check was given to me and 2.) that I deposited this check. In addition to the issue with the check, I must also express my dissatisfaction that this company continues to overlook the quality of work performed by their laborers.  Despite their claims of their effectiveness, the results have consistently fallen short of expectations, leading to water damage in my home.  This pattern of behavior is unacceptable. 

   

  Regards,

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

  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/23/2024

  We sent our plumbers there to ***** the damage that ************************ had done by ripping out her dishwasher. We repaired the damage that she had caused, we also fixed the parts in her dishwasher at our own cost and labor. The floor damage was very minimal from her ripping out her own dishwasher, to the fact that we even sent 2 different floor companies to repair her and one was of her choosing, they both said there is nothing to fix!  We were there 3x to help them out, none of the flooring companies (outside contractors) said there was anything to fix! She still has our water filtration system installed in her home and reversed the credit card charges on her credit card as well. we tried our best. We have installed over ***** water filtration systems and she is the ONLY one who has stole a system from us by not paying for it and reversing the credit card charges and keeping the water filtration.

*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. ↩