ComplaintsforChicago Water Pros

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2023, we paid $11,400 to have a whole house reverse osmosis system installed in our home. First, **** failed to appropriately size the system, and he installed a system that would accommodate a smaller home and family. After the system was installed, he decided to, only then, ask us about our current water usage based on our water bills. By that time, his system was installed and he sought another $2K to $5K to install an appropriately sized system.Then, he failed to inform us that the system was extremely loud, over 60db. He recommended that we have a sound enclosure built, but after he obtained quotes, it would cost us $3K to find out whether or not it worked.Next, and finally, he failed to inform us that the lovely ** system that he installed in our house should not EVER be installed in a home with copper pipes because ** water will actually dissolve copper piping in as short a time as two weeks. In response, he communicated to us that he had installed a calcium system that would keep the ** water from becoming acidic. It is the acidity that erodes the copper. But when we asked him if the system had any alerts or warning if it malfunctioned, he said no. At that point, we demanded that the system be returned and that he refund our money, but he refused to do so. Then, we disconnected the system, and it is now a large paperweight in our basement. But after disconnecting it, we checked the water PH to see if his calcium system actually maintained the water at a safe PH for the pipes. We purchased a PH tester and then we video our testing of the water, with two witnesses. In fact, his calcium system must have failed because our water test showed that the water in his ** system was ACIDIC, and it must have been eroding our pipes during the entire time this water sat in our home plumbing. The guy appeared to be a professional guy, but this was far from the case. When we contacted his attorney to return the unit, he was only willing to do so if we waived liability for damages. He obviously knows hes at risk, and that he has damaged our home plumbing. How about that. Dont walk. Run from this provider.

  

  Business response

  01/03/2024

  - We quoted the system initially in May of 2023 while the home was under renovation and advised ******************** at that time and several other times throughout the process that we should wait for installation until all fixtures are installed and the home is occupied.
  - ******************** advised us in early October that we should go ahead with the installation, as the move-in date was getting very close and he wanted the system installed and performance tested for pressure and flow rate before moving in - which we did.
  - Throughout the 5+ months between quoting the system and installation we had dozens of phone conversations, emails, and texts discussing every aspect of the system including output, expected performance, storage capacity, etc.
  - The system was installed and tested in late October and performed better than expected for output. ******************** became concerned about the amount of water he and his family would use compared to projections and asked for additional storage capacity. We had discussed this possibility previously, made sure we had the plenty of additional space in the utility room prior to installation and provided quotes from a few manufacturers for additional storage tanks. ******************** was also concerned about the system being too noisy. We advised that since the home was vacant and there were no ceiling tiles or any insulation in the utility room or anywhere else in the basement, it amplified the sound, but we agreed to take responsibility for building a sound enclosure that would be satisfactory to the customer and provided quotes for an enclosure.
  - ******************** then requested additional quotes for a larger system altogether - which we provided, but again advised that the current system is properly sized based on the several factors and advised to add an additional storage tank (per previous discussions) - then move into the home,allow us to finish implementation and actually see how the system performed during normal use before switching out to a bigger system or more storage capacity.
  - We could not fully implement the system because the house was vacant. The system was only turned on to test flow rate, pressure and usage capacity per customer request, and was largely bypassed the rest of the time.Regarding Ph and copper pipes - most homes with whole-home RO systems are installed in homes with copper pipes, metal *************. Ph balancing and testing are a common and standard installation practice and is well known to water treatment professionals and manufacturers alike.
  - ******************** then requested an additional bypass for the system to be placed on the main level along with the TWO existing bypasses in the basement. We quoted it, he approved it, and we completed the additional work.
  - ******************** then refused to pay the invoice for the additional work and a week after being invoiced sent us a demand letter full of inaccuracies and misrepresentations threatening a lawsuit, which we promptly forwarded to our counsel.
  - Despite this, we agreed to refund the customer - even though there is no market for a water treatment system that has had water run through it, at a total loss to us.
  - ******************** inexplicably refused a release that our counsel required as terms of the return and full refund.
  - We are still owed money for the additional requested work.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company quoted installation of a water softener and iron filter, including the removal and disposal of the current system.The installer left the old system at our house and mentioned that another crew would pick up the old system. That other crew never came.When we called the sales person, ***********************, several weeks later, he apologized and said that he would fix the problem.It is now again several weeks later and the old equipment still is not picked up.****************** does not answer his phone anymore and does not return calls.The company is also not located on the address (******************************************************************) that is on their quote and web site. When I visited that located, the current resident mentioned that the company has left and did not leave a forwarding address.

  

  Business response

  10/28/2023

  Unfortunately the scrap company we had contracted with is no longer doing this type of work. We have contracted with someone else in the meantime. We will reach out to Mr. ******* Klippe on Monday to schedule pickup this week.

  Customer response

  10/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Owner installed faulty RO filtration system And promised to replace it over one year ago and made multiple appointments he failed to keep by not calling showing up nor rescheduling. He only returns every 5th to 10th message. System makes VERY loud moaning noises most hours of the day.*********************

  

  Business response

  07/25/2023

  This is not a faulty system, there is a lot of air in the lines from the well and from the well treatment system. However, we agree to replace it.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We used Chicago Water Pros for a water softener installation. They violated code causing our house to flood. They immediately denied any wrong doing, called a new plumber to come out and fix his mistakes. Come to find out, they are not licensed plumbers. Chicago Water Pros promised $1000 and have completely stopped responding to us.

  

  Business response

  02/14/2023

  All outstanding issues have been rssolved to the customer's satisfaction.

  Customer response

  02/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had the business install an iron removing system for our the water in our home. It was improperly installed and led to water damage in the basement. It was deemed that Chicago Water Pros fault installation was responsible and attempted several times to get ahold of **** (the owner) to collect his companies insurance information. After several attempts from the insurance company and myself, **** went radio silent and never responded. This issue caused us thousands of dollars in damages and we had to re do the entire installation because Chicago Water pros did not install it up to code.

  

  Business response

  07/22/2022

  We did install the iron removing water treatment system, It was installed properly and to code on or around October of 2020. There was other equipment installed at this location from another company that was installed long before our installation and before the current home-owner was in the home.

  The issue occurred with the backwashing drain line; it had come out of the drain during a regeneration cycle. The equipment was properly installed to code and was functioning properly. It was an unfortunate accident that was not the result of negligence or improper installation on our part. However, we still volunteered to help with clean-up cost. The homeowners decided to go through their insurance **** and again we volunteered to cover the deductible.  

  We would be happy to re-install the equipment (we were not aware someone had un-installed it). We will not issue a refund for the equipment as it is not defective and was performing properly.

   

   

   

   

  Customer response

  07/24/2022

   
  Complaint: 17552063
  
  I am rejecting this response because:

  Marks claims of offering compensation are completely false. Marks only response to this was his claim that the install was  done correctly ( despite several other companies saying this was not correct) and he has been radio silent on the matter, regardless of multiple attempts by me and my insurance to reach out to him. **** never offered us any sort of compensation what so ever. If he did, why would I be reaching out to the BBB? If **** did offer us the cost of the deductible, I would never decline that. 
  
  This faulty install has been the result of severe damage to my property and needed to be fixed by a separate company who was competent enough to understand how to put the machine up to code,and without damage to the property. I will reiterate what has been mentioned previously by me ( along with the proof I provided), **** has never offered compensation and has ignored my messages as well as my insurances requests for compensation.

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

  

  Business response

  08/03/2022

   - The installation was done properly and to code

  - the home-owners went through their homeowners insurance to rectify damage that was the result of an unfortunate accident

  - we are working with their homeowners insurance through their subrogation process and that is working it's way through the courts via our attorney.

  - We again reiterate that this damage was not the result of any negligence on our part

   

  Customer response

  08/09/2022

  Complaint: 17552063
  
  I am rejecting this response because:

  - The faulty install was the only identified reason as to why the damage occurred. This was confirmed by several plumbing companies and led to us paying for a proper reinstallation.

  - The lack of response from the business  and complete falsification that any sort of monetary offering was made on their behalf. 

   

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

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an RO kitchen faucet as well as a Pentair injector chlorinator w/carbon filter and water softener whole home system installed in Spring 2020 by Chicago Water Pros/****. I paid it all off immediately. I've had pressure tank issues with RO and owner said he'd replace the entire system but said it's been on backorder for many months. Then my chlorinator injector developed an initially slow leak of bleach; within a week, there was bleach all over floor around this unit because the piece fractured and fell to floor. I informed the owner in February 2022 when it occurred. Made two appointments for which he no call no showed. Multiple calls to his business as well as emails over rhe past 2.5 months failed to secure a call back or appointment to replace or repair these warrantied defective items. My water quality in meantime is undrinkable malodorous discolored and leaves residue.I'd appreciate BBB's assistance in resolving this matter, to repair/replace to satisfaction under warranty, or if necessary to receive a full refund

  

  Business response

  05/16/2022

  We have replaced/repaired the faulty chlorination pump. We will also replace the flow control switch with a different model that is more reliable. It is on order and we will contact the customer and replace it once it arrives.

  Customer response

  05/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*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. ↩