ComplaintsforHague Quality Water International

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a six year old Hague WaterMax whole house system with the under sink RO This was not a cheap set-up that was purchased from a local distributor and installed by same I have had so many costly issues since the install I can almost bank on a serious breakdown / issue at least once a year This company fails to back up their JUNK PRODUCT even though they say it has a 25 year warranty Each and every time something goes wrong it cost me more money The sad part is I referred this unit / company to my family members and neighbors as I once had confidence in my purchase 6-7 years of ownership and the system is down once again-total garbage BUYERS BEWARE, THIS IS A TROUBLESOME PRODUCT AND I JUST HEARD THE COMPANY HAS SOLD OUT TO SOMEONE ELSE

  Business response

  10/14/2024

  This email is in response to complaint ********. I apologize for the issues you've had with your Hague equipment. Can you please provide the information of the local independent Hague dealer you purchased from and have been doing business with? I look forward to your response and helping resolve the issue. Thank you

  Customer response

  10/15/2024

  My WaterMax system with the under sink RO unit was sold / installed by **** ****** ***** ** ******* ******* ** ****. 
  Since the installation, nearly all of the parts have been replaced and serviced by **** ****** *****. 
  some of these issues have been costly to me considering this unit was supposed to have a 25 year warranty. 
  My tank needed to be replaced due to a crack in the housing and that issue had a significant cost involved, the control valve assembly needed replacement as well. 
  I will say, the owner of **** ************** has always been reasonable with me but the cost of owning this system makes zero sense at this time. Just days ago, the injector cab assembly developed a crack and was leaking underneath the lid of the unit, that water exposure saturated the ST-200 touchpad which has since destroyed the LED readout and the unit is now inoperable. 
  I feel horrible that I recommended this unit to many friends and family as they will be having issues in the future. 
  As a business owner myself, remove your fraudulent 25 year warranty because it makes your company look horrible. 

  Business response

  10/18/2024

  Again, I would like to say that I am sorry to hear that you have had issues with our product. I would like to work with you to get your WaterMax unit back up and functioning properly. I attempted to reach out to **** ****** but have not been successful. I was hoping to speak with the dealer to get an idea of the parts needed to get your WaterMax unit back up and operating. Besides the ST controller, you mentioned had gotten wet and was not functioning, were there any other parts required? I will be happy to send you a new controller at no cost.  Thank you

  Customer response

  10/21/2024

  The ST-200 control panel is damaged and the injector end cap has a small hole or crack in the screw on cap. This is where the water leaked under the unit cover and damaged the controller. 
  This additional part is a 2 inch threaded black plastic cap that is within the valve assembly. 
  These parts were ordered last week by ****** ** **** ****** ***** and I’m patiently waiting. His cell number is ************* 
  thank you

  Business response

  10/25/2024

  Good afternoon, I have spoken with ****** and sent him the parts at no charge to replace on your water softener. I figure he will be contacting you soon to do so if he hasn't already. Thank you

  Customer response

  11/04/2024

  I accept the business's response to resolve this complaint.
  Thank you for communicating with the area owner to get the parts needed and the problem resolved  

  ****** **** **** ****** ***** replaced several parts and thankfully the system is up and running

  lets hope things stay this way!

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The tank in my less than 8 year old Hague water softener cracked, rendering the entire system out of service. The tank is not repairable and the only option is to replace the entire system (over $5k). Hague advertises a 25 year warranty and charges much higher prices to justify this warranty. Yet they refuse to offer any assistance with my tank that cracked with no explanation, solely because I am the second owner of the equipment. I am still the owner of the equipment. The original owner provided me the Hague warranty paperwork and the warranty card when I became the new owner, which implies that they thought this warranty would cover the machine itself not the owner. This exclusion is simply to conveniently reduce the amount of support Hague has to provide.

  Business response

  06/07/2024

  Good afternoon. The manufacturer's 25-year limited warranty is to the original owner of the equipment as stated by the independent Hague dealer. I spoke with the independent Hague dealer earlier today and he will be contacting you with another option that will get your equipment back in service. Thank you

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a water softener it has a 5 year warranty. It has stopped working.we have called the company several times. No one will answer our call. We have left voicemail with our return phone number and they won't return our calls

  Business response

  01/26/2024

  Good afternoon, waterBoss customer service has spoken with the customer and replacement parts have been sent and should arrive tomorrow. This complaint has been resolved. Thank you

  Customer response

  01/29/2024

  The situation has been resolved and I would like to withdraw my complaint 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with Amanda C****** regarding issues that I am having with my Waterboss Model 950 since February 23, 2023. The Waterboss continues to have excessive amounts of water in the cabinet. I have followed all the instructions that Amanda C****** has given me including replacing the new drive end cap, an injector assembly, and safety float assembly. It is now May 10th and the issue still remains. The last email I received from Amanda C****** stated that she received permission from her supervisor to send out all the parts AGAIN and if the problems persist then I need to hire a plumber. There is nothing wrong with my water lines, water pressure etc. I feel that this is being dragged on by them just waiting for the warranty to expire. This is beyond unacceptable customer service. I do have copies of all the emails sent and received.

  Business response

  05/19/2023

  Good afternoon, One of our Supervisors spoke with the customer and we have agreed to replace the unit for the customer at no charge. This complaint should be resolved. Thank you

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the Hague's Whole House Water Filtration and Softener system from them on Dec 23, 2019. Their dealer ******* promised on the system performance and 25 years complete support. He lured me to cancel my contract with ******'s Ecowater whole house water treatment system and was able to trick me into buying Hague's system which started giving black water mixed carbon media. The real nature of the business, support and intention appeared when I started getting the black water out of the taps. We reported and dealer suspected that it is coming out of water heater system. Months passed by and I started noticing it in the toilet flushes and flush tanks. I reached out to them to report again requesting investigation and resolution. I faced the painful cycles of blame games dealer saying that Hague system has no issues, my pipeline could have the problem (my house is constructed in 2003, pipeline must not be that old I guess), my faucet may have the issues. Looking at the carbon-colored black water, I constantly saying that this is the issue of Hague's system leaching its carbon filter media into my house water supply on intermittent basis which gets clear once that carbon water is flushed away. I had a real hard time in convincing them after saying that salt chamber also has the carbon in it. In fact I noticed the black particles in salt chamber in the beginning and told this to Aaron (the owner of dealership), he responded saying that this is normal. Now only I was told by *** after checking with Hague's technician that this is not normal, salt chamber must not have carbon media or any media leaching into it. I was even told that it has full replacement and service warranty. I was never told at the time of selling this system that there would be the enormous charges for labor and even shipping if their defective system needs repair or replacement. I want replacement of this originally defective system at no cost (no labor, no shipping) to me.

  Business response

  09/15/2022

   The current unit will be replaced with a new system under warranty at no charge to the customer. This should resolve the complaint.

   Thank you

  Customer response

  09/16/2022

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  WaterBoss 900 water softener has been repeating the same brake downs for more than 2 months. They have sent the same part over 3 times an unit still malfunctioning. I was told after the third time they would replace with the same whole unit, or unit of equal value. Now I being told other things I have dates , times , and names of who I spoke to. I was and still being delt with Unprofessionally . Me and my family Quality of life has changed and I am being played with and being given the run around!!!

  Business response

  08/16/2022

  A waterBoss Customer Service Team member has spoken with the customer and we will be replacing the unit for the customer. This complaint is resolved.

  Thank you

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is about the warranty service of our WaterMax® water softener (“WaterMax”) installed and regularly maintained by the local Hague Quality Water (“Hague”) dealers. We request immediate replacement of the media tank which began leaking spontaneously and progressively while it is still covered by its manufacturer’s 25-year warranty. The WaterMax media tank began leaking through its resin wall. Evidence of this leak was presented by the following publicly available online videos: ********************** ****************************  The Hague dealers request paying a hefty amount in tank shipping fees, and labor costs defying the purpose of having a 25-year warranty. Also, the newly installed tank is not covered by any warranty.

  Business response

  05/02/2022

  This email is in response to complaint ID ********* The customer has been offered warranty service by the independent Hague Dealer in the area but is unhappy with the charges not covered by the manufacturer's 25 year limited warranty to replace the media tank and has refused service. The media tank on the customers 22 year old unit is covered under the manufacturer's 25 year limited warranty and the manufacturer will stand behind this warranty. The warranty covers the part, in this case the media tank, but does not cover the shipping of the media tank or the service and labor charges incurred with respect to the removal and replacement of the media tank. A copy of the product's owners manual which includes the product warranty was emailed to the customer for reference. Hague Quality Water, the manufacturer, cannot control freight shipping charges nor does it control how much an independent Hague dealer charges for the services and/or labor it provides. These seem to be the two areas the customer is unhappy with. I believe the independent Hague dealer has already reduced their rates once in an attempt to work with the customer. The independent Hague Dealer is willing to complete the job for the customer but the customer will be responsible for the shipping charges and the service and labor charges. 

  Customer response

  05/02/2022

  
  I reject this expected response from Hague Quality Water International because it did not address the main
  concerns:
  - The media tank's shipping fees are extremely more expensive than a brand new water softener of the
  same size delivered to my house. For instance, Hague makes a 45K-grain wi-fi accessible 10Y warranty ****
  ***** filter delivered to my house by ****'s for only $500. How come shipping a replacement tank to their
  so-called "Independent Dealer" costs me more than a brand new filter delivered to my house?? Hague is
  making money from the heavily inflated freight charges to compensate for the costs of the replacement
  tank. They are simply cheating the customer. How come those so-called "Independent Dealers" aren't
  stocking these tanks in their inventory if they were truly operating as warranty service dealers?? Is it logical
  that a customer must wait for weeks to get a heavily leaking tank replaced?
  
  - I am attaching the invoices, there's nothing there that says "Independent Dealer". The invoice shows the
  business card of a Hague salesman, and invoices showing the Hague Quality Water name. Hague is cheating
  its customers by giving them the impression that they are the ones supporting their 25-year warranty
  product, while they rely on local sales people who have no legal obligations towards the customers or
  Hague. This whole business is a scam.
  
  - Hague and its so-called "Independent Dealers" failed to commit to an official warranty for the replaced
  tank. If the shipped replacement tank happens to be defective, I will still have to pay the same fees again.
  There's no legal agreement that defines this warranty service.
  
  Again, these are some of the proofs that Hague Quality Water International is scamming its customers using
  these tactics, and the main purpose of this complaint is to document this matter as I never expected this
  company to provide a positive response based on the many complaints I've seen from other customers who
  had similar experiences.
  
  Regards,
  
  *** ******

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Waterboss model 700 that I purchased in Nov 2013 is no longer working correctly and it has a 10 year warranty. I gave called ###-###-#### which is the waterboss contact number and have been in contact with them but nothing has worked from their suggested fix. When I asked for a warranty coverage, I no longer got an email reply. Attached below is the email. It appears that the company has changed their name as Hague but the address as it appears on the manual is the same. I am asking for assistance to get the company to see if I can get some form of warranty coverage. Thank you for your help.

  Business response

  03/01/2022

  This response is in reference to Complaint# ********. WaterBoss is sending the customer a replacement part at no charge for his unit. This complaint has been resolved.

  Thank you

  Customer response

  03/08/2022

  3.7.2022 BBB received phone message from consumer stating business has resolved complaint.

*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. ↩