ComplaintsforBellaqua, Inc.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  After the installation of a carbon filter by ****, the owner of Bellaqua, our water pipes became severely clogged with carbon, resulting in multiple failures throughout our house. Two toilets continuously filled their tanks due to clogged filling valves, and we experienced low water pressure in both the washer and kitchen faucet. We promptly notified **** of these issues as they occurred, yet his response was limited to hollow assurances that he 'takes it seriously' and is sorry.Frustrated by the lack of action from ****, we engaged a plumber to address the problems. The plumber successfully repaired the toilets and flushed the pipes to clear the carbon buildup. However, less than a month later, one of the previously repaired toilets exhibited the same issue. Upon investigation, the plumber discovered that the carbon filter continued to release carbon particles into our water supply. It became evident that the problems stemmed not only from an improper installation but also from the fact that the filter was defective.To mitigate further issues, the plumber bypassed the faulty filter, fixed the toilet's issue and flushed the pipe. Despite the significant inconvenience and expenses incurred due to ****'s negligence, he adamantly refused to reimburse us for the plumbing work. Throughout this ordeal, **** displayed a blatant disregard for our concerns, failing to offer any guidance on water quality or measures to prevent further damage. The only thing he took seriously was deflecting responsibility and concealing the fact that he had installed a faulty filter.It is deeply disappointing that **** prioritized protecting his reputation over addressing the consequences of his actions.

  Business response

  02/28/2024

  We have only received your complaint today. You have referenced an old address for **. Fortunately, we still have the same delivery person, who noticed the letter being returned. Our mailing address is ******************************************************************************. You will receive a reply from **** regarding the complaint.

  Business response

  02/28/2024

  I am replying to your recent complaint from *************. I was the gentleman that installed the replacement filter. I got a phone call that there was an issue with a leak I went back there was a couple of fittings that had to be tightened. The next communication that I received from ************* was an invoice from a plumber because carbon leaked from the unit and clogged his fixtures. I was never given an opportunity to come and clean out the carbon from any of those fixtures discussed. So I agreed to send his money he paid for the filter back in lieu of payment to the plumber. We agreed on that and I sent the money back. It took a while for the money to get to him because the bank sends a check that directly and it took longer than usual.  

  There was never any email or communication from ************* about issues with the fixtures the first time or second time I only received the bill. How anybody can think that it's acceptable to just have a plumber come in charge some excessive amount of money and expect me to just pay that bill when it's work that I could have performed myself. He has no proof to show anywhere that he gave me that opportunity. I will not be paying those invoices as I feel they are very expensive and I could have done the work for pennies on that dollar. I own and operate a very reputable company as you could tell from past complaints. The last complaint I received was not valid and the gentleman agreed and I don't think ever contacted you to correct it. But in 35 years you could see by your records how many issues I had with customers.
  
  I admit to no wrong doing and ask for ************* to produce any proof that he contacted me about fixing the issue that I allegedly didn't respond to.  I was never given that opportunity and if I was I would have unclogged these issues.
  
  

  
  
  
  

  
  

  Customer response

  02/29/2024

  
  Complaint: 21280376
  
  I am rejecting this response because:
  The contractor proposes no resolution. He makes up his own facts. In the meantime all of our conversations were in writing and everything is well documented.

  He deliberately omitted the fact that when he came back on the next day to fix the leak, he was shown the low pressure in the kitchen faucet. And that he attempted to do something about it but didn't have the right tools. And that he was in a rush to catch a flight to *******. He also deliberately omitted the fact that in the evening of that same day he received a text from me notifying him of the two leaking toilets with pictures of both tanks with carbon particles in them. I received no response. He deliberately omitted the fact that 5 days later he received another text from me notifying him of the low pressure in the washer to which his response was that he would be coming back in 3 days. So he received several messages about the issues but there was no meaningful reaction. This contractor was given a chance to address the issues but chose not respond quickly enough even though this was an emergency. I only sent him the plumber's bill the day he returned from his trip. The following sentence is a clear and deliberate distortion of documented facts. "There was never any email or communication from ************* about issues with the fixtures the first time or second time I only received the bill"

  The amount of the first plumber's bill is commensurate with the damage caused by the botched filter installation. The plumber was in our house 4 hours shutting off water, flushing the pipes and fixing the toilets. The amount of carbon in the pipes was unimaginable.

  This contractor abandoned us during the difficult time when our water supply was contaminated with carbon and who knows what else by the defective filter installed by him. The fact that the plumber had to return to do the same fix for one of the toilets that he had fixed less than a month ago and found a lot of carbon particles shows that the filter was still releasing carbon into our water supply. This proves that a defective filter had been installed. To which of course the contractor doesn't admit.

  All we wanted was clean water in our house. Unfortunately, due to the actions of this contractor we not only don't have filtered water (the faulty filter is now in bypass) but we also had to pay 2 bills to cover the damage caused by him and 2 additional issues waiting to be addressed. Clearly this contractor did a horrible job, abandoned us and provided no direction on how to navigate the mess he created and doesn't want to cover the damages caused by him.

  
  Regards,
  
  ***********************

  Business response

  04/03/2024

  The complaint states that I came right away even on a day I was traveling.  So that proves my quick response.

  He also states I did not have the tools to fix the faucet.  That was not the case.  The customer stated he wasn't sure

  if that was normal pressure or not.  The bottom line is the customer never gave us a chance to look at or unclog the

  toilets.  He just called a plumber.  The rates that were charged were extremely high.  Its not proper business to just call

  a plumber, get a bill and send to me and expect me to pay.  I don't charge those rate to change his filters.

  Again I agreed to credit the customer for work that I did as compensation and he accepted.

  There is nowhere in any of his e mails or texts that is requesting me to come and repair the issues.

  You don't stay in business for 35 years with great rapport with your customers if you do the things he is claiming.

   
  

  Customer response

  04/12/2024

  
  Complaint: 21280376
  
  I am rejecting this response because:

  The contractor is not even attempting to resolve the issue. 

  The heart of the matter is he installed a defective filter that caused significant damage. He knows about this and is looking for ways to escape the responsibility for the harm he caused. To achieve this, he makes up his own facts and uses warped logic. 

  If he is so sure he is right, he should provide his insurance information and we will file a claim. Insurance will only pay what he is legally liable for. An honest contractor would do just that. 
  
  
  Regards,
  
  ***********************

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sale of reverse osmosis and remineralization systems took place on 6/8/22 in ********** for installation in a ******** condo in process of rehabilitation. Complete Installation in ** by an established plumber took place on 3/3/23, at which time there was a conversation between the plumber and the ** retailerJoel ****** about the details of the installation. Our first impression of using the system was that the flow rate out of the reverse osmosis faucet was very slow. We contacted retailer ****, who said the flow should be much faster and that perhaps the water pressure into the system was too low. According to information available on the internet, the normal flow rate out of the faucet is approximately a gallon per minute; our system takes more than four minutes to fill a gallon bottle. In addition, we have noticed that during the flow-out there is increasing sputtering in the flow. Our water supply pressure is 80 psi and the air pressure in the storage tank of the osmosis system was measured by our plumber as 6 1/2 psi, all of which meets the specs for the normal operation of the system. Thus, we do not know why we have the slow flow and we have been trying by phone to reach **** almost 10 times in the past month to help ** resolve the problem with our system. He does not return our calls. In addition to trying to resolve the flow issue, we will need to replace filter units at various times (how do we know when?) and we do not know where to purchase these locally. We have tried to contact the manufacturer, ************************ in ******, **, about where we might purchase parts in our ******** area. That company also will not return our calls. So we are stuck and looking for a solution to a system that does not function properly. The one-year warranty will expire on 6/8/23.

  Business response

  05/03/2023

  Customer purchased a reverse osmosis system which was installed by a 3rd party. 3rd party had to call our office multiple for instructions on how to install.  I (****) personally spent the time to explain how system needs to be installed.

  The flow restrictor on the membrane was not installed.  This causes the unit to run endlessly potentially causing a clog to a pre filter.  Also customer complains about flow rate.  This unit has a separate faucet with a slow rate much slower than a standard faucet.  Other *************** systems that have a faster flow rate is irrelevant as they may be utilizing different micron size filters which don't trap as many particles there by increasing flow rate.

  It is very difficult to guarantee flow rate and other related issue when the unit is installed by a 3rd party with not much knowledge or installing reverse Osmosis.

  Warranty date is not an issue as we stand behind our product as we have for 34 years.  We are a family run business for over 34 years and we provide excellent customer.  This is obvious based on never having a BBB complaint in 34 years.

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