Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've called 5 times in the last 7 days to schedule annual service. I'm told I will be called back later today or tomorrow. I've not been called back. The customer service rep has been very nice to me and said she's forwarding my service requests to the service provider and upper management and I believe her. There's frustration in her voice when I call. The UV light system keeps beeping, as a service reminder, I had to unplug it. Part of my system is now disabled. I asked if I could buy the parts and do the service myself and I was told no. Please, just call me so we can schedule a service time. That's all I want. A simple courteous response and date for the annual service.

  Customer response

  01/22/2025

  The service rep contacted me and service is scheduled for next Monday.

  

  Business response

  01/22/2025

  Service is scheduled for 1/27/2025 with arrival between 8am-12pm.

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  There is no unsubscribe button no email address that means it's a scam Please stop sending us email spam multiple times a day at multiple addresses. This is called harassment, It needs to stop, one big waste of time. Please send me your email address so we can forward all the junk your company sends out. ***************** ********************  Thanks for your help **** ****  why would I buy from a company that waste my time multiple times a day Stop the spam We have un-subscribed Please don’t sell my information

  

  Business response

  01/22/2025

  Customer has been removed from email solicitation list. This can take up to 30 days for it to take effect.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Water softenner under warranty.Unit bought in July of 2024.System needs repair.I notified customer service and no one came.Twice I was left a message that someone would come by and they didn't. I emailed support center with no reply.I am getting very worried that no one is giving a ***.Please can you help a 70 year old senior.

  

  Business response

  01/23/2025

  Service is scheduled for 1/24/2025 with arrival at 12pm.

  Customer response

  01/30/2025

  [[BBB transcription via email]]

   

  The complaint was resolved.Thank you for your help.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Product is not working as good or better then our old water softener, we would guaranteed by sales person we would have continuous soft water and also the system they they also sold us would cure the stinky smell in our water, we rarely have soft water and do t use much with only 2 of us, also water continues to smell have called numerous times they take their time returning call and then tell us everything is fine, our old system which was paid for worked as good or better !

  

  Business response

  01/17/2025

  Service is scheduled for 1/28/2025 with arrival between 12pm-2pm, as this is the first available date for the customer. 

  

  Business response

  01/24/2025

  [[BBB transcription via email]]

   

  I am following up to make you aware that *** ******* called in and canceled the service appointment that was scheduled for 1/28/2025 with arrival between 12pm-2pm because he said that he “figured the water test would come back fine.”
  
   
  
  We have the right to cure under our warranty and the customer is not permitting for LHWS to service his system.
  
   

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Initial purchase of Leaf Home Water Filtration system on 11-16-24. Cost $9272.31 Were told at time of sale that install would be complete by 11-20-24 and that installer would build platform for a shed to hold the system as well as assemble the shed. We bought the shed recommended by salesperson. When installer arrived, he advised us that he was never told about him having to assemble shed, build platform, etc. So, install could not be completed. The next time installer came out the shed had been assembled but installer advised us that shed was of adequate height to contain the system (again, this shed was bought at the guidance of original salesperson). So, install, once again, unable to be completed. On third visit, the installer was able to assemble the system but had to dig about 2 feet down so that system could be contained within shed. After this was installed, I called to ask questions about warranty, including a UV decontamination system. I was advised that our system did NOT have a UV component and the installer was never told to incorporate it into our system. We DID pay for this component. Once again called Leaf Water System to try to get someone else out to install system properly and with all of the components we had purchased. Numerous calls were made... No calls were returned. No service personnel contacted us to set another appointment to get this installed. So, at this time, our system has not yet been installed correctly and, despite numerous calls to LEAF we have yet to receive a return call or get a new date to have system properly installed. We have now traveled 4 different times of an 8 1/2 hour trip solely to have the install completed and it has not yet been done. We want to either have a refund of our money or have someone out to properly install our system and recheck our water to insure that the system is functioning properly.

  

  Business response

  01/21/2025

  Service is scheduled for 1/23/2025 with arrival by 12pm.

• Initial Complaint

  01/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The water softener was installed 7/19/24. 1. The first set of carbon filters turned my water brown. Called and they came back out and replaced them. 2. Water cleared up and then a rotten egg smell came from the water was present so I changed the anode recommended by ** ***** my 1.5 year water heater. Smell went away and then came back. 3. Called Leaf and they sent a service tech out to adjust the regeneration time. 4. Smell went away then came back. 5. Water in the house tasted salty so they came back out to reset and the ***************** went away. 6. After a week or so the smell came back so I called them again. 7. Leaf called me back and said to install a different anode. So I called ** ***** back and explained the situation. The technical support person said there is nothing wrong with anode that was installed. Called leaf back and talked to someone in service twice and no service manager has returned my call. My water softener is in bypass since the smell is bad and the salty water returned. I called and left a message with the service department and still have not received a called back. Both times I have left a message with them. Three stated someone will call me back within 24 hours. I keep getting false statements that someone has called back but they never leave a message. No one is calling. They are blowing me off and I am tried of it. This softener has been nothing but problems since day 1. They either need to fix or take it and refund my money.

  

  Business response

  01/20/2025

  Service is scheduled for 1/24/2025 with arrival between 2pm-4pm. 

• Initial Complaint

  01/11/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After initial install had issues with sewer odor and slimely goop coming out of faucets. This was due to the fact the initial install was incorrect. It has now been about a 2 1/2 years and I have had numberous issues with the foul odor returning and the company was not able to correct on a permanet basis. I have requested a refund and for them to remove the system from my property. There are numerous records with the main office ************** with details of why I was calling and what I was requesting. I also contacted Service Finance Company, LLC, Complaint Resolution Agent ******* ******* ***** *********. This was the second time I contacted the Finance Company to inquire as to whether or not they could assist me. To-date, 1-11-2025 I have not had an answer. I feel the company should remove their equipment and refund my money as they have not been able to resolve the issue on a permanent basis.

  

  Business response

  01/20/2025

  Leaf Home Water Safety Solutions has been to the customer's home on many occasions and found the system was installed as contracted and working as intended and what the customer has requested is outside of the scope of the contract.  

  Our Installation Manager spoke with the customer via text on 1/20/2025. The customer advised that they have had a third party come out to their residence to remove our system and have a different system by the third party installed. This voids the warranty. 

  Customer response

  01/21/2025

  I reject the response from the company due to the following facts:
  
  No one from the company advises customers that their system (their brine solution) can have an adverse effect on the rods in customer’s hot water heater and when it does, the customer has an incredibly difficult time getting to the bottom of the issue and any kind of resolution.  My question, how would a homeowner even have an idea that this is possible?  They should have some responsibility here.
  
  The initial installation of the system, on August 10, 2022 was not done correctly as the installer did not put the correct drainage hose on, rather used the one from the previous system that was too small for system to properly back flush. The odor started on 10/10/2022 – 2 months after installation.  The odor smelled like sewer water and there was brown goopy stuff on my faucets.  I made a number of calls and finally someone that knew how the system was supposed to work was sent out and discovered the hose issue. Also, I was advised that the system should have been flushed first, which it is was not.
  
  Unfortunately, since the initial install of this system that was sold to clean the water, make your skin feel great, save your pipes and lessen the use of detergents, the odor has been a recurring issue.  There are a number of reports in the company’s review history with similar and worse problems since they had this system installed.  Although the drainage pipe was fixed and a rod was replaced in my hot water heater, the issue of unpleasant smelling water continued to reoccur.  It would be fine for awhile and then return. However, if I put the system in “by pass” the odor would go away.  The company insists the problem is from my house.  I ask how this can be when I by pass their system I do not have the odor issue?
  
  Another frustrating issue was the bridging of the salt and how much to put in.  Different techs that were sent out said different things about what to do – for example, one said hose the salt down, another said, absolutely not just shake the tank.  So, whose direction should be followed?
  

  I have attached documentation that I have prepared and sent by text messages and emails to individuals associated with this company.

   

   

  Customer response

  01/21/2025

   I am rejecting this response because:
  I reject the response from the company due to the following facts:
  
  No one from the company advises customers that their system (their brine solution) can have an adverse effect on the rods in customer’s hot water heater and when it does, the customer has an incredibly difficult time getting to the bottom of the issue and any kind of resolution.  My question, how would a homeowner even have an idea that this is possible?  They should have some responsibility here.
  
  The initial installation of the system, on August 10, 2022 was not done correctly as the installer did not put the correct drainage hose on, rather used the one from the previous system that was too small for system to properly back flush. The odor started on 10/10/2022 – 2 months after installation.  The odor smelled like sewer water and there was brown goopy stuff on my faucets.  I made a number of calls and finally someone that knew how the system was supposed to work was sent out and discovered the hose issue. Also, I was advised that the system should have been flushed first, which it is was not.
  
  Unfortunately, since the initial install of this system that was sold to clean the water, make your skin feel great, save your pipes and lessen the use of detergents, the odor has been a recurring issue.  There are a number of reports in the company’s review history with similar and worse problems since they had this system installed.  Although the drainage pipe was fixed and a rod was replaced in my hot water heater, the issue of unpleasant smelling water continued to reoccur.  It would be fine for awhile and then return. However, if I put the system in “by pass” the odor would go away.  The company insists the problem is from my house.  I ask how this can be when I by pass their system I do not have the odor issue?
  
  Another frustrating issue was the bridging of the salt and how much to put in.  Different techs that were sent out said different things about what to do – for example, one said hose the salt down, another said, absolutely not just shake the tank.  So, whose direction should be followed?

  I have attached other documentation I have sent by email or text message in connection with this issue.

  Thank you for your assistance.
  
  

  
  

  Customer response

  01/22/2025

  I would just like to ask the question:  Why does the company think, after 2 plus years of issues recurring that another test would make any difference.  Particularly when each time they tell me their system is working as it should but the odor continues to return.  Perhaps they should consider that the initial install being done incorrectly compromised the integrity of my water.

  

  Business response

  01/30/2025

  We are waiting on the signed agreement back to complete resolution 

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business calls every day, multiple times a day to solicit business. These are unwanted calls. Call blocking does not work, because they change their number each time. Total spam. These calls need to stop. I don't want to hear from them again.

  

  Business response

  01/08/2025

  Customer has been added to the Do Not Call List.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid right at $9000 for a water treatment system for my home. The original installer was 9 hours late and then left it with the display not working. The color of my water was a dirty yellow.. From that point on, I could not get anyone to keep an appointment. I have made no less than 6 or 7 times to have a Supervisor or manager call me and none ever did. When I called, I spoke with a person that was very nice and courteous. After several calls, I realized they were all reading from a script. Each one told me they villus see all my calls and understood why I was unhappy. Each one told my a person or authority would call me by the close of business that day or the next day. It did not happen. I finally told them I wanted a name and address to send subpoena to for this. I got a call from a guy ***** *** who said he was over all the Installers. He made an appointment and came out to see what I was complaining about. He then made another appointment to correct my problem. He came out ands redid all the problems. My water was at working when he got there but it was not working when her left. I bent over to look at something and he jumped in his truck and drove off. This was unbelievable. Her left me with no water. I would like a refund and for them come remove all of their equipment. Thanks

  

  Business response

  01/15/2025

  Service is scheduled for 1/16/2025 with arrival between 12pm-2pm.

  Customer response

  01/22/2025

  [[BBB transcription via phone call]]

   

  Consumer stated the business did not show up. Consumer would like a refund and for the business to come and get the system. 

  
  

  

  Business response

  01/29/2025

  Service is scheduled for 2/5/25 with arrival between 8 am and 12 pm 

  Customer response

  01/29/2025

  [[BBB transcription via phone call]]

   

  Consumer has stated the business has scheduled and not shown up multiple times. At this time they are requesting a refund and the business can come and remove the product. 
  

  
  

  

  Business response

  02/05/2025

  A resolution has been reached and will be executed upon the return of the signed paperwork from the customer. 

  Customer response

  02/06/2025

  [[BBB transcription via email]]

  
  
  ******, I have reached an agreement with Home Leaf water solutions. They agreed to remove and refund the filter.
  Thanks for all you did.
  
  

• Initial Complaint

  01/07/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This business promised us no more hard water stains in sinks and toilets. The product has failed to do that. In the past they have sent plumbers who are not familiar with the product and tell us they have just been working for the company for a week. Recently from 12/9/2024 through today 1/7/2025 we have called for service 4 times and had to leave a message and no one gets back to us. We need our filters to be changed. If you know of a company we can use instead to service our system please inform us because this company does not follow through.

  

  Business response

  01/09/2025

  Service is scheduled for 1/13/2025 with arrival between 8am-11am.

*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. ↩