ComplaintsforRainSoft

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 2024 I myself and my parents spent a total of about ****** dollars on Rain soft water systems for our homes. Once the initial contact for a water system, Rain soft contacted us, set up an appt the following day made their sale, and the installation was following day.Two weeks later and I notice where water is coming up out of the ground and a hole is getting bigger with dirt all around it. Looked further into it and it seems where Florida, Energy and Water were contracted in to do the installation their tie into the mainline going to my house has broken. I called set up an appointment to have this issue fixed. The day the technician was supposed to come out was 10/29/2024 between 12:00-2:00. I took off work, rescheduled pick up from school for my daughter and missed several appointments. This took place due to the fact there was no call, no show regarding a mainline break at my house. I called Florida, Water and Energy and their response was that they would call the technician see where he was and let me know. Moving forward I was told he would be here in 1 hour. Two hours passes and nothing. I have called several times to be hung up on, someone says they are sending someone out. Only to have no service. It is now after 5pm a man from *******, Energy and Water shows up and says he doesn't do anything with Rain Soft only deals with hot water heater. He has a manager on the phone, and they say they are sending someone else out. I am just looking to have this issue resolved. It seems as if no one wants to do their job, work or simplify do the right thing. As on now, I still am left with a mainline break, water coming out of the ground and a major problem due to a faulty install. I go back outside to find the technician from *******, Energy and Water outside on the phone with someone yelling obviously doesn't know what to do or just doesn't want to get his hands dirty.

  

  Business response

  11/06/2024

  We have been in touch with our distributor, **************, Water and Air, and as of this morning they have assured us repairs have been completed and the customer's complaint addressed. We appreciate the customer making us aware of this issue and ask it there is anything else that needs addressing to please feel free to call our **************** team, tel# ************.

  Thank you.

  RainSoft ****************

• Initial Complaint

  10/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Rainsoft sales people use false advertising to manipulate buyers into purchasing their products. We were visited by a sales person in January 2020 under the pretense of doing a water test. The sales person showed us how the Rainsoft system works and purifies the water, which it does work and the product is good, however the sales person gave us tons of false info about maintenance of the system. Not only was she very pushy about having to get a loan and sign the deal NOW to get the good prices they offer, but she also claimed we have a lifetime warranty and there are no annual maintenance fees or anything else we have to pay for the life of the system. Basically, she told us it was a one-time install, any parts needed in the future were covered by the warranty, and we only have to buy salt from time to time to fill up the outside container. She confirmed several times that was all we would have to do. So we got a loan for almost $9,000 (it was like $8,700) to get the system installed. Fast forward to 2021 and we get calls about annual service/tune **** We're told these must be done every year and cost money. When parts break (which we have had) we have to purchase and pay the service fee (no warranty that actually covers anything). I just got a phone call today in Oct 2024 about a carbon filter ***lacement/flush out that now must be done. This should be done every 2-3 years and will cost us around $400. I've never heard of this but the sales *** said we are past due as its been 4 years since install. I am appalled that a company is allowed to exist and spew such nonsense to close the sale and get people to purchase their products. I will NEVER recommend RainSoft to anyone as long as I live. They should be ashamed that their sales people are falsely advertising and scamming people into buying their products with fake information about their systems. Something needs to be done. Buyer BEWARE. 

  

  Business response

  11/04/2024

  You have reached the manufacturing facility for RainSoft water treatment products. We have been in touch with the selling dealer in ******* regarding this complaint and they have responded with the following - We have addressed the complaint with the sales *** who does not remember misleading the customer. This was almost 5 years ago. Further, this is the only complaint of this kind from this ***. *** was fairly new at the time of this sale and could have misinformed the customer, because of lack of knowledge rather than"spewing nonsense" or" scamming her". My service team will reach out to the customer and offer some assistance to mitigate the complaint and do our very best to make her happy.

  Kind Regards. 

  RainSoft Customer Service

   

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the attached complaint

  

  Business response

  10/02/2024

  Dear BBB, 

  We contacted our RainSoft dealer, Lifetime Solutions, located in ********** for their assistance in addressing this complaint. We received the following response:

  Please be aware that the customer's equipment was installed 8/2/20. Since then, we have sent a technician to their home a total of 9 times at no cost.This includes the filter change that was performed on 12/17/21. We are absolutely here to assist the ******* family in every way possible but the equipment requires annual service per the manufacturer's manual and warranty. We have a maintenance plan where they can pay a low monthly fee instead of paying per service if that would help but it's been almost 3 years since they have had any maintenance on their equipment. We tried calling back multiple times today in hopes of discussing their service needs in more detail but they did not answer and there was no way to leave a voicemail. Please let me know if I can provide you with their contract, manufacturer's manual (specifically as relates to required maintenance) or the warranty that shows what maintenance is required of them in order to keep the warranty in effect.We will provide an update as soon as we hear back from the ******* family. 

  Regards.

  RainSoft Customer Service

  Customer response

  11/08/2024

  Complaint: 22349459
  
  I am rejecting this response because: Please see the attached document.
  
  Sincerely,
  
  ****** *******

  

  Business response

  11/13/2024

  ******************, our dealer in **********, has called the number provided by Ms. ******* numerous times over the past several days but unfortunately there has been no answer and no way to leave a message. It appears they also received a message stating "The number you are calling does not accept your call. Please hang up." Our dealer asked "is there is a good day and time which they can call Ms. ********************* you. 

  RainSoft Customer Service

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the RainSoft Water *********************** Water Ultrefiner II System back in May 2024. When it was installed they didn't put in a spicket, so they had to come back out to do that as well as they checked the Ultrefiner II system, which was done on 5 June 2024 and said it was not put in correctly and the installation person redid that and took the filter. Before he/she left we were told they would be back within 24 hours with a new filter, which never happened. We have been trying to get in contact with them and keep getting the message of contacting Florida ************ which we have done and still have not heard back from either RainSoft or Florida ************

  

  Business response

  09/27/2024

  Dear BBB,

  You have reached the manufacturing facility for RainSoft products. We have been in touch with our distributor in ******* and have been informed they have left a voice message and also sent an email to the customer in an effort to address this matter. We are currently waiting for an update from our dealer. 

  Thank you.

  RainSoft Customer Service

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a water conditioner that the tech took apart lon 9/20/2023 and has not ***aired it .the *** from rain soft sent out unskilled workers who had no clue of what he was even here for then proceeded to make things worse by braking the unit even more ,then left ,after ***eated calls to the service center no one will even respond to me now.All I want is to have the system I paid good Money for to work as it should.Service came out 2 times .1st time I paid over $615.49 2nd time over $400 and yet all I have is a broken system torn apart in my basement in parts Rain soft ******************, Service tech company that sold me the system is.All American water treatment co. *********************************** Erie pa ***** , phone ************

  

  Business response

  09/13/2024

  We appreciate you making us aware of this issue. The RainSoft distributor All American Water Treatment is no longer in business. We have reached out to our dealer in *********, ** (******** Water Treatment) and have asked them to schedule a no charge service call with the customer to correct this issue. We will provide any additional help as needed once we hear from ******** Water Treatment.  

  RainSoft Customer Service

  Customer response

  09/16/2024

   
  Complaint: 22265574
  
  I am rejecting this response because:
  My appointment is October 10th with ******** water and air. ***** did reach out to me and was very apologetic about our situation and did make appointment for a tech to come .however the instructions said if I don't respond in 7 days it will close my complaint. And I wasn't sure how to respond. Hopefully things will be good to go. Thank everyone for your kind  response . 

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

  

  Business response

  09/17/2024

  We appreciate the update and are happy to hear you have an appointment scheduled with ******************************. If there is anything else we can help you with please feel free to call RainSoft at tel# **************.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I keep receiver spam Calls from this company Ive never contacted them and dont know why they keep calling me

  

  Business response

  09/09/2024

  We have reached out to our distributor, Lifetime Solutions, who manages zip code ***** in **********. They were unable to find the telephone number listed in their customer database. Nevertheless, they have added this number to their DNC list and the number is now blocked from outbound calls from their office. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought a water system and air filter from the company I paid $15,114 for the system to not work I am getting the run around for them to fix my system that they installed in May since May the system has not been working they told me that one of the objects is faulty but they never replaced it

  

  Business response

  08/28/2024

  We spoke with the selling dealer, HR *************** located in *******, ***, who confirmed they installed a water treatment system along with an Airmaster and Cleanstart on 7/27/2024. HR ************** replaced the filter membrane on the reverse osmosis system a few weeks ago, but that was the only problem reported. HR ************** dispatched a service technician to the customer's house today and said the customer refused service. The customer stated everything is wrong and wants the equipment removed. Our dealer stands ready and willing to inspect the equipment and repair or replace as needed. Unfortunately, without being able to inspect the equipment we're unable to help the customer. 

  Customer response

  08/29/2024

   
  Complaint: 22187494
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company (salesman vs installer) gave contradicting information regarding the discharge of salt into a septic system. The salesman stated salt could be discharge and the installer said it could not. I verified with Septic contractors that salt should not be discharged into a septic system as it creates additional hydrogen sulfide gasses and erodes the concrete tank. The installer recommended the use of potassium in lieu of salt which provides additional cost to me, the consumer. The use of salt would require additional maintenance and cost as well, which was not disclosed to me and other consumers. The salesman stated he would provide product for start up, replace a faulty filter, and provide gift cards for my trouble. I have attempted multiple times to contact the salesman, rain soft corporate headquarters in ********, with no return correspondence. The salesman also, through a signed contract, provided 12 month interest free financing, I have received my first statement and have not received the terms agreed on the contract, but rather only 6 months.To bring resolution to this issue I would request the company, Rainsoft, keep their word and provide the product, filters and gift cards ************ promised by their representative. Total cost of this claim is equal to or less than $750.00

  

  Business response

  08/22/2024

  We appreciate you bringing this to our attention. We have been in touch with our dealer in ********* who confirmed they will be going out to the customer's house next week to address and resolve these issues.

  RainSoft Customer Service

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  False advertisement product on defects with no one trying to help trying to charge more money. Family got sick over non-working system .

  

  Business response

  07/29/2024

  Hi ******, 

  We contacted your local RainSoft dealer in ******* who confirmed your system was installed in 2022, but that is the only information they have. Can you please provide us with more information? 

  Thank you.

  RainSoft Customer Service

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RainSoft of America, and its local entity, RainSoft All American Water Treatment. I had agreed to an install dating back 18 months ago, and the units were only half installed directly against the stated contract and my reverse osmosis unit was never installed and Ive contacted the local owner, ****, many times who has never responded. *** also reached out to the corporate number on 3 occasions. On the first one, they stated they would contact him to assist me. No one ever contacted me. On the second instance, they said he contacted me and it was out of their hands since hes the the local vendor, and other RainSoft entities are not allowed to enter his territory. On the third instance no one ever called back. I called the local office several times since then, for parts service and more and gotten no responses. When inquiring again, I get answers such as we have no labor **** is out in the field and oh I remember that house, the tech said the install was impossible, so we arent going to do it. This is directly against my contract and I feel its unfair that I pay for services Im not receiving and paying a debt for a product I dont have. Additionally, their failure to contact me has also not allowed me to purchase parts needed for service.

  

  Business response

  07/11/2024

  You have reached the manufacturer of RainSoft water treatment products. We have been in touch with All American Water Treatment in ************ and understand the system has been moved and reinstalled, except for the reverse osmosis. According to All American Water Treatment, the installation of the ** is difficult and they are unable to provide this service. Unfortunately,we are not in a position to address or speak to the contract the customer is referring to. At this time we recommend that a certified plumber re-install the reverse osmosis.For additional assistance, our Technical Support team can be reached at tel#************.

  Customer response

  07/11/2024

   
  Complaint: 21953117
  
  I am rejecting this response because:

  the offer and service were provided contingent on this service and the benefits of relocation were specifically sold by the location owner, ***** Additionally, **** walked the property prior to signing of the agreement and said it would not be a problem. No tech has arrived since then, and it was even stated that it was not too difficult, it was too difficult for the tech they had at the time. No other tech was ever dispatched. Additionally other work has been done to allow for an easier installation of the rainsoft RO system but no one has ever bothered to come back, return my call, or even evaluate feasibility. With this in mind it is clear this is a direct contrast with the agreement, as the cost of the move was a contributing factor to the decision to move forward. This as a result is theft by deception by creating a contract that was not intended to be fulfilled but charging for it. The recommended solution of hire your own plumber to fix our issue is unreasonable and unfair.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/17/2024

  Again, you have reached the manufacturing facility for RainSoft. The agreement the customer was provided is from All American Water Treatment for the reinstallation of the existing equipment. We are responsible for the warranty on the equipment and stand ready and willing to address any warranty claims.We have made All American Water Treatment aware that work has been done to allow for an easier installation of the reverse osmosis and have asked them again to address this matter. 

*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. ↩