Consumer complaint received 2021-09-04 00:00:00
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Aqua Finance, Inc.
State: FL

Complaint narrative:
On XX/XX/2016 we bought XXXX water system to purify our household water and our drinking water. With the notion, that the system will take out all impurities out of our water. After 3-4 months from the date of installation we started noticing a yellow, orange, red, and greenish color substance in our showers, toilets, and sinks. So we called the sales person over 50 times and he did not answer. Finally, we got in touch with the main office and the manager called us back. He came to the house, we showed him the problems. He took samples, and they were inconclusive. Then we called again, spoke to another manager, he came out same thing. Then they sent a tech out, the tech informed me that the reading should be under 10 because it is a new water system, when he did the test, there was no difference between the city water coming into the house and the water coming out of the system, which I saw with my own two eyes because he was showing me the reading. After he saw the readings he tried to change his story so we called the main office and spoke to the main guy in California. After a heated debate we left off on that he was going to figure out an alternative option something like switching out the machine for another one and we hung up. Working 7 days a week, months and months went by but nothing was done. We didnt receive not one call or come to any solution. I got sick, my XXXX  XXXX was as big as my XXXX XXXX. My doctor asked what I was drinking and eating because it could be a XXXX XXXX. So after doing a XXXX & XXXX they still couldnt figure out what was wrong. So I stopped drinking the water and cut off the payment that was being directly withdrawn from my bank account for almost two years. Ironically, my health got better yet my level of XXXX  with this company got higher. Thats when they started calling us. We explained the situation they told us they would get back to us within 48 hours and nobody called us back. They sold our account to a collector who demanded payment. We explained to them the situation they said they would call us in 24-72 hours and no one called us back. A few months ago they called us again. We explained to them the situation again this time they even confirmed the notes on the account & said they never received one single payment. Which is a lie because we have bank statements to prove it. We even told them to come get their machine and they said that it would be a good idea to come get it and yet again NOTHING was done. Forcing me to pay for something that doesnt work is not right. They also stated every time that we were on a recorded line so they should be able to confirm the same thing I am stating. They even said they have a lot of notes on the account and even said they had everything documented yet nobody did ANYTHING to help fix the problem. We are still waiting for their phone call. I went to buy something the other day and noticed they are hurting our credit and I dont know if to get legal counsel and file a law suit therefore I am here begging you for your HELP.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation