Business ProfileforWater Air & You

We purchased an in-home water system on 5/29/20. The system was purchased from Water Air & You **** * ******** **** ****** ** ***** ********************** ****** *** ****** ************** ************************** This company is listed on their website as a BBB accredited business. The equipment we bought: Carbon tanks (2) Softener Tank, Multimedia tank, Oxy Blast Tub, Salt Basin tub, R.O. tank, and filters. We paid 6,200.00 at the time of install. We have since paid out 1,200 dollars in Oxy blast (a chemical to treat the water), water filter changes 200.00, and outside of the company service calls 500.00 to diagnose what this company couldn’t fix. 100.00 on Rust out stain remover. Water Air & You committed to provide “An affordable water treatment solution that removes everything from your water that isn’t hydrogen and oxygen.” “We offer the best warranty.” “Oxy Blast can reliably and safely produce the correct results time and again.” “Our Guarantee 7 years equipment, 7 years control valves and computer boards, 1 year parts and labor on everything, 1 year Chemical pumps, 1 year RO Booster pumps and Re-pressurization pumps, Lifetime Warranty on the tanks.” “ We do our very best to never let a customer go unsatisfied.” “We help homeowners throughout the region improve the taste, smell, and feel of their water with water softener and water filter solutions.” “Low cost, Varying Capacity, Low Maintenance, Made in the USA, Calcite Filter.” “For super charged solution for real problematic water, nothing preforms better than OxyBlast for water disinfection.” (**********************) Our Nature of the dispute started right from the beginning of having the water equipment installed. We share a water well with four of our neighbors. Where we live in Central IL we have very hard water that has several issues with Manganese, Tannins, Rust, Copper, Zinc, Iron bacteria, etc. We were sold a water system with the guarantee that we would only have hydrogen and oxygen left in our water. From the first day of install we have had black staining, rust staining, metallic taste and smell to our water, iron bacteria that grows on our water when it’s allowed to sit, and sand come through our faucets. Our bathwater is yellow/green. Our showers/sinks are stained orange along with our washer and dishwasher. The inside of our toilet tanks are black, orange, bubbly, and slimy. The toilet water smells and when flushed discharges black slime. Showering or washing our hands leaves a metallic smell on our skin. Our laundry water is dirty. Air Water and You came out to our house every month for the first year trying to “fix” the water issues and complaints that we had. Their solution was to regenerate our water tanks and to turn up our Oxy Blast. The turning up our Oxy Blast to a faster flow rate did not fix the problem and cost us more money to re-fill the tanks. We are very frustrated with the process, time, and money spent. Repeated calls for service. Time spent being at home to do the service calls that often took hours of the water techs on the phone with the owner *** talking back and forth. The Water Techs had little to no knowledge and never came with any record of previous work done to our system. We would have to remind them what was tried last time. Many times we would call and have to remind them of who we were and where we lived. It would often take them two weeks or longer to come to our house after a service call. Stretching this process out for weeks/months. In August 2021 we asked for our money back from the owner who sold us the equipment, *** ******. *** ******, the owner, asked us to give him another chance to make it right. He consulted with a water engineer that made a recommendation to change what salt we use, clean out our Carbon tank, and to get a larger resin tank to hold our salt. He also added a multimedia tank. Immediately after the install we noticed no change in the water quality. In fact, the water quality was worse. We had quicker build up of the orange staining, the water smelled and tasted more like metal along with the other previously mentioned issues. In December of 2021 we decided to ask an outside water company to come in. We contacted ******** ********. After their consultation they advised us that they were unfamiliar with the water equipment and had never seen it used they way it was being used. They referred us to ******* ********. ******* looked at our system and said that the equipment being used as a water softener was not a water softener. The other tanks used to purify the water were in the wrong order. The Oxy Blast, a chemical, was being used at an alarming rate. After December 2021 we had no follow up with Water Air & You. They never contacted us to ask how the “new adjustments” they made in December 2021 were going. We decided at that point to contact ******* back and ask if they would be willing to take another look at our system to advise us. They told us that our issues are with Water Air and You. They would be unable to help us going forward because they believed we had been sold a product that would never work correctly. They told us to reach out to Water Air & You and get our money back. We decided to get one more opinion on our current water system. We contacted Culligan to come out to look at our equipment. They came out and said the exact same thing as *******. The equipment being used was incorrect. The Oxy Blast wasn’t necessary and an added expense. The water system was set up in a backwards order. The main filter that filters the water that comes into the house filters last instead of first. Thus resulting in sediment, sand, etc. in our water. The water softener isn’t getting rid of the rust because it isn’t a water softener. The yellow/green is probably Tannins, etc. They also advised us to get our money back. They disclosed to us at the time that they had several unnamed clients that switched over from Water Air & You after having the exact same issues. Our next door neighbor also used Water Air & You and bought their system 6 months before us. We are both on the same shared well and have the exact same complaints. Our neighbors have been trying since October of 2022 to get their money back from Water Air & You. Their repeated calls have went unanswered. June 28 2023 we reached out to *** ******, the owner, of Water Air & You and asked for our money back again. We emailed 4 times and called and left a voicemail. We got no notice back other than a generic email that someone would reach out to us. On July 6, *** ****** called us and had no record of who we were or what equipment we had bought off of him. He also didn’t know what services had been provided to us since 5/29/20. After a lengthy discussion *** told us that he would reach out to the manufacturer and inquire about what money we could get back. On 7/14/23 we talked to *** ****** on the phone and he told us the manufacturer wanted to send out a tech to look at the issues again. Since have already tried this on multiple occasions we said no. We wanted a refund. He told us he would reach back out to the manufacturer and ask again about our money. 7/18/23 we left a voice mail with no return call. 7/20/23 we left a voice mail and no return call. 7/21/23 we left a voice mail with no return call. On 7/22/23 *** ****** called us back. He mentioned he called the wrong number by mistake. Since we finally had him on the phone we asked about our refund. We talked at length about his promises, 7 year guaranteed warranty, 100 percent customer satisfaction, etc. We ended the call with him promising to call us back on 7/24/23 by 5 p.m. with when he was going to refund us the money and pick up his equipment. We didn’t receive a call back. 7/25/23 we called and left a voice mail. No return call. 7/26/23 we called again and asked for a return call by 5 p.m. No return call. We are a family of 7 and live on one income. We were promised water with only hydrogen and oxygen remaining. The best warranty and water that would taste, smell, and feel better. Since 5/29/20 this has not been the case. Water Air & You claims to be a BBB accredited business. Their website has listed a 4.56 review from **** ******** We were offered, when we first purchased our equipment, to leave a 5 star review in exchange for money off future services. We declined because we had not even tried our water system yet. We are asking for a full refund of what we paid 6,200.00 on 5/29/20. We are taking a loss on the other costs incurred at 2,000.00. Along with lost work time, repeated time spent on unanswered phone calls, empty promises, and most important poor water quality. We were sold a system that does not work and we would like Water Air & You to honor their warranty of 7 years and refund our money in full.