Water Depot Inc.

My experience with Water Depot Aurora/Newmarket

I contacted Water Depot in early May of this year as the water pressure in my home had dropped dramatically and they put me in touch with Brandon, the manager. Brandon attended my residence and informed me that the water softener they had installed in my home some years ago had failed and needed to be replaced at a cost of $5,200. I had paid over $5,000 for the previous water softener so I was not please knowing I had to purchase a new unit. Brandon told me the last manager of Water Depot sold me the wrong unit and promised me this new unit would be the proper one for me home, so I agreed and gave a $2,500 deposit.

On May 11, 2023, Brandon arrived with a plumber from Water Depot, they installed the unit, and took the old unit away. Within hours of the new water softener being installed we noticed the water pressure went back down to less than it was before, so we called Brandon. Brandon attended the next day along with their plumber and noticed that resin from the water softener they installed had escaped the unit and was now stuck in every water faucet in my home. This resulted in clogged faucets, toilets, etc. with little or no pressure whatsoever and the loss of hot water.

Brandon came again later that day to further investigate the matter and realized that the water softener they installed was installed backwards resulting in the resin escaping from the unit. He immediately switched the water softener to the correct way resulting in the softener actually working, but the damage had already been done. Brandon attended my home again with 2 other plumbers from Water Depot and for the entire day, they attempted to flush the resin out of the water lines in the house by opening all the taps for hours at a time. Brandon also detached the new water softener unit they had just installed and took it away.

Water Depot did the best they could to resolve the problem, but unfortunately the resin from the water softener was now lodged permanently in all the faucet cartridges, toilet valves, fridge filters, ice maker filters, etc. causing extensive damage and a costly repair. The kitchen faucet sprayer burst along with several hoses outside. Water Depot apologized and said they would pay for all the repairs, just send the bills. They did not.

Water Depot left my home with little water pressure, no hot water, and toilets that did not flush for over 3 weeks as they refused to provide the plumbing fixture store with the necessary deposit to order the replacement parts. When Water Depot realized the damage to my home could be more than $50,000, they decided to go through insurance. Water Depot then attempted to blame the manufacturer of the unit saying they have contacted their insurance company to pay for the damages. When that failed, they told me to go through my own insurance, which I told them I refused to do.

After 3 weeks I ultimately had to hire a lawyer to work on my behalf in order for Water Depot to repair the damage they did to my home. The letters from the lawyer may have worked as I have finally been contacted by the insurance company for the Water Depot who have informed me they are investigating.

It has been almost 1 month since Water Depot damaged my home and have not repaired it. I would recommend anyone not do business with this company as my experience with them says it all. They are irresponsible by installing the unit backwards, and then to make matters worse, how they have handled the damage after the fact is awful, even attempting me to contact my own insurance company to do the repairs.

There are many other water softener companies out there, I personally have gone elsewhere, and I would recommend you do as well.
Alan B. - Homeowner