On May 13, 2016, a Home Water Sales rep came to my door, offed a whole home water filtration system and all the benefits, one being the skin improvements for my eczema...signed me up.....BIG MISTAKE...I was lead to believe this was a government program administered through Enbridge. No strings attached. July 22, 2019 I requested to cancel and was surprised when they said it would be $790 plus taxes. They provided me a copy of my contract whit an X in the section stating an 8-year contract term. I asked if we were looking at the same document. I strongly disagreed that there was an 8 term to no avail.
January 2020 I transferred my Enbridge utility bill to my tenants. Home water was unable to bill the new tenants. They were also unable to provide me a bill. In March 2020 they sent me a notice indicating I was 3 months past due. I contacted Home Water right away. I requested a bill outlining my monthly charges and payment options. The rep said the only payment option was automatic withdrawals from my visa. They also said they do not send out monthly bills. I expressed this was an issue for me. They promised they would send a monthly bill. I complied went into the link provided a one-time payment for the past due notice using my visa card. I noticed I hadn't received any billing from Home Water for a few months. My credit card expired July 2020. Shortly after I started receiving notification that they attempted unauthorized payments from my visa.
In January 2021 I received a call and an email saying I was past due. At this point, I realized something was not right. I requested they provide me detailed bills for each month including GST/HST number. After daily conversations and emails, they sent a bill addressed to someone else, with no GST/HST number and, the charges for one month was completely different from all the previous months. In our many conversations, they have not been able to verbally provide an HST number or a clear understanding of my monthly charges and how they came up with the outstanding balance. This year I will not be able to claim my tax deductions for this rental property. For 3 months they have called me every day sometimes twice a day. If I don’t answer they leave a voice mail. They also follow up with an email. Every time they call I answer and ask for a proper bill with GST/HST details. They promise to send it, they don’t then they call back the next day and we repeat this multiple times per week. There's nothing ethical about HomeWater company.
Buyer beware of the following when doing business with Home Water.
1. Miss representation.
2. 8-year contract I didn't sign up for.
3. Retaining Credit Card Information and processing unauthorized payments
4. Refusing to provide adequate billing including tax particulars.
5. Consisted Harassment and threats to send me to a collection agency
- Approximate cost of services:
- $40.00
- Company Response
We are sorry to hear that you have been less than satisfied with our service and we would like to have the opportunity to speak with you so that you can tell us about your concerns. We will then do our best to work with you to resolve them. When we proceed with our verification call prior to installation we do ask our customers to acknowledge that they understand that we are not owned by, or affiliated with Enbridge, or any government agency. However, our goal is always to provide the best possible customer service and we would appreciate it if you would email us at purewater@homewater.com and provide us with the best telephone number to use to contact you along with your address so that we can locate your account. If you have a preference for us to call during a certain time frame, please let us know and we will do our best to accommodate you. Once we receive your email with your phone number and address, one of our Managers will contact you to learn more about any concerns that you may have. We look forward to hearing from you.