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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My account with this ********************** was opened in connection with financing a water softener from a local company. My balance was paid down on the financed amount in June 2023, and I requested in June 26, 2023 that the account then be closed as it was technically a line of credit. I never received a response, but did not take further action until March 2024 when I received an annual notice in the mail regarding the accounting, meaning it was still open. I followed up on my email on March 8, 2024 and attempted to call the company as well. Each time I called, I was either transferred to a dead line or as soon as I spoke about closing the account the representative hung up on me. Finally someone indicated that they had actioned my March 8 email, but I have not received written confirmation the account is closed as should be standard practice.
Business response
04/13/2024
Dear *****,
Thank you for your feedback; we appreciate you letting us know how we are doing. Aqua Finance's goal is to provide an unmatched experience for our customers. Recently, we have made numerous attempts to contact you to discuss how we intend to resolve this matter and the direction we need from you. We have been unsuccessful in reaching you. We believe all your concerns can be answered. If you are willing to talk with us, please call us at ************ option 2.
-Aqua Finance
Customer response
04/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I would prefer at this point that all communication be in writing. My work hours do not allow me regular access to a phone during the times they have attempted to reach me.Regards,
***********************Business response
04/24/2024
Dear *****,
Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We are currently investigating the concerns you have brought to our attention, and we will contact you directly upon completion of our investigation. Due to this being a public forum, we are unable to discuss the specifics of any situation on it. If you would like a status update in the meantime, please contact our office at ************ option 2.
- Aqua FinanceCustomer response
04/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While I am concerned that I was informed that it is not this company's policy to communicate closure of a financial account from a financial institution, I accept the letter I received as an exception to that policy. I would heavily encourage the company to review their policies for closure as this process took more than 9 months and a complaint to obtain services standard to any other financial institution.
Regards,
***********************Initial Complaint
03/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The system is currently not working , and stopped working a few months after installation. We contacted the company and filed a complaint and they refused to come and fix the system without charging an additional fee. The system was also causing damages to our landscape and we notified the seller and they never returned our calls. The seller promised a zero percent interest which was not true and we have been paying it over the course of years of having the system installed.Business response
04/01/2024
*************,
Thank you for your feedback; we appreciate you letting us know how we are doing. Aqua Finance's goal is to provide an unmatched experience for our customers. Recently, we have made numerous attempts to contact you to resolve this matter but have been unsuccessful in reaching you. We would like to learn more about your concerns to help us do better. If you are willing to talk with us about your concerns, please call us at ************ option 2.
-Aqua Finance
Initial Complaint
03/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I am not liable for any debt to Aqua Finance **** This debt was paid in full on March 9, *************************************************************************************************************** replaced it. I never had a contract with Aqua Finance **** They did not provide me with the. original contract as requested but I paid them in full to protect my credit. Yet today my credit dropped 34 points due to this Aqua Finance company's report. The debt is paid in full, but I am screwed with bad equipment and bad credit now.Business response
03/26/2024
Dear ******,
Thank you for your feedback; we appreciate you letting us know how we are doing. Aqua Finance's goal is to provide an unmatched experience for our customers. We would like to learn more about your concerns to help us do better, however we cannot locate your account with the information provided. Please call us at ************ option 2 so we can more quickly address your concerns.
- Aqua FinanceInitial Complaint
03/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Purchased 12 windows in August 2022 from local company who used **************. We applied and were approved for an installment loan. I believe Aqua changed our loan to some sort of revolving line of credit. Our principal starred at $8,800 and has only decreased by $400 in almost 1-1.5 years even though we make the monthly payments. Installment loans dont work that way. They are using a bait and switch on customers and the company needs to not only resolve the issue with our account going forward, they need to credit our account appropriately for paid monthly payments.Business response
03/15/2024
Dear ******,
Thank you for your feedback; we appreciate you letting us know how we are doing. Aqua Finance's goal is to provide an unmatched experience for our customers. Recently, we have made numerous attempts to contact you to resolve this matter but have been unsuccessful in reaching you. We would like to learn more about your concerns to help us do better. If you are willing to talk with us about your concerns, please call us at ************ option 2.
-Aqua Finance
Initial Complaint
03/03/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am not liable for this debit with AQUA FINANCE **** I do not have contract with AQUA FINANCE **** they did not provide me with the original contract as I requested.Business response
03/13/2024
Dear *******,
Thank you for your feedback; we appreciate you letting us know how we are doing. Aqua Finance's goal is to provide an unmatched experience for our customers. Recently, we have made numerous attempts to contact you to resolve this matter but have been unsuccessful in reaching you. We would like to learn more about your concerns to help us do better. If you are willing to talk with us about your concerns, please call us at ************ option 2.
-Aqua Finance
Initial Complaint
02/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I set up auto pay with Aqua finance, everything was fine until I went on to my online account to change the dollar amount that I wanted auto drafted. I changed the amount and the date of my payment. The following week the original dollar amount was drafted from my account. I then called customer service and was told that the new payment was set up and would be taken out Friday 02/23/2024, and the other payment would be canceled. I said that was fine as long as they did not try to take both payments out. On Friday 02/23/2024 Aqua Finance then took out both payments again which then put my account into the negative. I again tried to call customer service to verify that the payments would be correct. The customer service agent that answered the phone would not listen to my issue and only wanted to talk in circles and get me to agree that I set up the payments. These are not the first issues I have had with Aqua Finance. I was paying my payments originally with 4 payments that would equal my monthly payment, but they were only adding it to my principal balance, then reported to credit bureaus that I was behind 5 months of payments.Business response
03/11/2024
Dear ********,
Thank you for your feedback; we appreciate you letting us know how we are doing. Aqua Finance's goal is to provide an unmatched experience for our customers. Recently, we have made numerous attempts to contact you to resolve this matter but have been unsuccessful in reaching you. We would like to learn more about your concerns to help us do better. If you are willing to talk with us about your concerns, please call us at ************ option 2.
-Aqua Finance
Initial Complaint
02/17/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am not liable for this debt with Aqua Finance. I do not have a contract with Aqua Finance. They did not provide me with the original contract as I requested.Business response
02/29/2024
Dear ******,
Thank you for your feedback; we appreciate you letting us know how we are doing. Aqua Finance's goal is to provide an unmatched experience for our customers. Recently, we have made numerous attempts to contact you to resolve this matter but have been unsuccessful in reaching you. We would like to learn more about your concerns to help us do better. If you are willing to talk with us about your concerns, please call us at ************ option 2.
-Aqua Finance
Initial Complaint
02/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We were approved in October 2023 for our home improvement loan for our bathroom. We ended up needing an additional $3000 for the Loan. They requested documents stating I am owner of the home and we have submitted them. Since it was not a deed to the house we were denied. I built my house so there is no deed. My parents own the land My house sits on. Both of my parents have dementia and alzheimers. My mom is in a nursing home and my girlfriend is taking care of my dad in his home. We have tried to talk with them about this but they won't talk to us. They tell me to discuss the issue with our home improvement place.Business response
02/29/2024
Dear ****,
Thank you for your feedback. Aqua Finance's goal is to provide an unmatched experience for our customers, and we take customer feedback very seriously. We have tried to address your concerns, but it seems that we have not done so to your satisfaction. As this is a public forum, we are unable to discuss the specifics of any situation on it. Please contact us at ************ option 2 to discuss these issues further.
-Aqua Finance
Initial Complaint
02/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I recieved a letter from Concord that **** was to start billing me for Jan 2024. This letter was sent to me in Dec 2023. I recd a billing statement from Concord instead and pd it. I have not recd a statement for Feb 2024. I called c/s and sp/w ****** who said my statements have not been activated. I was to recieve Feb stamt by email within 24 hrs. Did not recieve the stmt to email ************************* on 2/9/24 and sp/w sup Ixcy who said your staff on last call did not supmit for me to recieve an invoice. **** said she would escalate the issue for me to get Feb stmt today. My bill is due 2/8. This not good business . Due on the 8th of each month s/h stmt way before due date.Business response
02/21/2024
Dear *****,
Thank you for your feedback; we appreciate you letting us know how we are doing. Aqua Finance's goal is to provide an unmatched experience for our customers. We trust all your concerns have been answered. If you have additional concerns, please call us at ************ option 2.
- Aqua FinanceInitial Complaint
02/06/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
My name is ********************* received a letter from Aqua Finance in my husbands name *********************** my husband has dementia, so he cant take care of this, and I have no clue as to this company or what it is pertaining to. They will not give me any information they just want payment. I am not going to pay them without knowing which company this came from and who it is that we are supposedly owing and if they cant give me any information, how would I know that theyre not just scamming they want $79.29 due on February 18, **** with payments due on the same day of each month until the duration of the contract and I have no idea what the contract is. Can you help meBusiness response
02/13/2024
Dear *****,
Thank you for your feedback; we appreciate you letting us know how we are doing. Aqua Finance's goal is to provide an unmatched experience for our customers. We trust all your concerns have been answered. If you have additional concerns, please call us at ************ option 2.
- Aqua Finance
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Customer Complaints Summary
260 total complaints in the last 3 years.
98 complaints closed in the last 12 months.