ComplaintsforAIM Water Treatment, Inc.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/27/2021 Aim completed the installation of a Air Activated Powerline Pro Sv filter, *************************** water treatment system. On 12/29/2021 our basement flooded with **** gallons of water or 5" deep. Aim said it was our sump pump breaking down not a defective system or installation error.On 1/7/2022 I called Aim to return the system by the 30 money-back guarantees. They agreed but said we had to sign a release of liability and that we would not *** them. I refused. Then on the day of the scheduled pick up 1/13/2022 they called and said they would not pick it up.We received water damage from the flooding turned it into our insurance. The basement was dried out by Monroe restoration and this week we are getting the structural repairs completed. We have paid our $1,000 deductible. We did not and will not pay Aim for the system.

  

  Business response

  02/28/2022

  AIM installed the equipment on a Holiday to accommodate the customer. The system was inspected and observed to be in working order.  While the customer was out of town their basement flooded after a storm.  When contacted by the neighbor watching the property AIM showed up on site to help with cleanup. We observed the sump pump that was on site before the equipment was installed not working and under water. We offered a pump on site to help remove water from the basement and the offer was accepted.  To date I have no evidence or reason to believe that the equipment installed by AIM failed.  AIM offered to remove the equipment in lieu of any at fault claims or litigation being pursued by either party. The customer chose not to accept that offer hours before the scheduled pickup.  As of now the matter is being investigated by insurance. 
  

  This is a frustrating matter for both parties. The customer suffered the unfortunate circumstance of a flooded basement and AIM has installed equipment completely out of pocket, with zero compensation. Its my hope that the insurance companies can determine the cause of the issue so that the matter can be put behind both of us. 

  Customer response

  02/28/2022

   I am rejecting this response because:
  The response is inaccurate. Our home did not flood due to a storm. We live on top of a hill. In the more than 20 years our basement has never flooded. It flooded because their equipment pumped an overwhelming amountof water into our sump pump. The equipment is defective as evidenced by slow leakage from the valve. Either the seals or the piston areto blame.  I have video and pictures to collaborate this. I did not sign the waiver of liability because they wereat fault and did not want to give up my rights to be compensated for the loss.

   

  
  

  

  Business response

  03/07/2022

  To date I have received no proof of any malfunction with the equipment that AIM installed. I have not been given any proof of what caused the leak in the home. I cannot and will not diagnose every probable cause of water leakage in a customer's home.    Per the initial phone call with the customer, they were diagnosing the cause of the leak before they had even set eyes on the equipment or leak from their vacation several states away.  Their offsite assessment was in direct contrast to what I observed firsthand and what the person taking care of their home corroborated in person; The sump pump failed. Additionally, the neighbor/caretaker had reiterated to me that he had heard running water overhead every time that he had been in the home while *********'s were gone.    Per the initial conversation with the customer, the sump pump, was several years old and had been replaced by the customer. Furthermore a "slow leak from the valve" is in direct contrast to the dry resin tanks that I observed both times that I was on site. 

   

  The contract with the customer that we both agreed to have them owing over $10,000.00 of which they paid exactly zero.  We have spent several hours installing the equipment, checking the equipment and now removing the equipment without receiving a single dollar, all with zero proof of any malfunction of the equipment that we installed, meanwhile the obvious sump pump failure has been largely just been ignored at this point. 

  I'm not sure what more I could do at this point. 

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