Consumer complaint received 2017-12-03
Company: Aqua Finance, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Complaint XXXX XXXX to me 55 minutes agoDetailsXX/XX/XXXXXXXX XXXX XXXX We purchased the XXXX water refiner and reverse osmosis system for our home onXX/XX/XXXX, from XXXX XXXX XXXX. We started having problems with the pipe connections outside where the system was installed, causing water leakage that was going under our home. We contacted XXXX, who sold is the unit, in XXXX of XXXX. They told us the problem might be our main drain was blocked but they would send someone out to check it. That never happened. We called three more times over the next month, leaving messages, but heard nothing back. We wanted to have a professional plumber fix the issue but our contract with XXXX stated that only their personnel could perform service in on the item and its components or our warranty would be voided. After months of dealing with this situation we began to notice the quality of our water declining. Evidence of hard water residue was in our bathtubs and sinks. We called againXX/XX/XXXX to request a service appointment and heard nothing back. Months later, XXXX sent a text with a service check reminder and we called them right away. Our appointment was confirmed for XX/XX/XXXX. When they called me days before the appointment I was informed that they would service our unit, for a charge of {$250.00}. I explained that according to our warranty, that the first year of service was free. They informed me that the year had past but I explained that we never received the service as requested during the first year. It took a bit of back and forth but after checking their records they saw I was correct and that they would come out at no charge. The appointment never happened. The day before our appointment I was contacted by XXXX who said their service guy got into an accident and could n't make it. I completely understood and we rescheduled for the next week. The day before that appointment I was called by a different employee of XXXX with the same story that their service guy just got into an accident. I clearly realized that they were lying and had no plans to service my unit. I began researching the company because the whole thing seemed suspicious to me. During my investigation I found that the water treatment specialist, XXXX XXXX, who sold us our unit was using a contractor 's license number ( CA # XXXX ) that was not registered to him. I found no evidence that he is actually licensed. That was the first count of fraud. The second was our contract of credit for XXXX XXXX was never signed by us. We only signed the contract for the water system, not for the revolving credit, which was opened without our consent. The third item is that our purchase contract is also invalid because it was never signed by management personnel at the XXXX home office as mandated. 
As of this date, we have paid over {$1500.00} to a company that has defrauded us on all accounts.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation