Very disappointed with Waterlux -- warranty issue and $1,200 repair charge…read more
I purchased a whole-house water filtration system from Waterlux in 2021 for approximately $5,508. At the time of purchase, I was told the system came with a 5-year comprehensive parts-and-labor warranty. Waterlux has also serviced the system every year since the purchase, and I have records of those service payments.
After Waterlux's maintenance visit on August 13, the technician broke one of the part of the valve and my system stopped working and has remained unusable. Hague has approved the replacement of the failed tank under its manufacturer warranty, yet Waterlux is demanding approximately $1,200 in labor/service charges to replace the warrantied component, even after offering a $200 discount.
I find this extremely disappointing, especially because the system was purchased based on the warranty coverage represented by Waterlux at the time of sale.
Waterlux has also told me that it no longer has my original 2021 contract. However, I still have my official Waterlux purchase receipt, service records, and documentation showing the system was purchased from Waterlux.
What concerns me further is that Waterlux recently changed its website and removed the section regarding its service warranties. Changing website language years after a purchase does not resolve the warranty obligations that were represented when the system was sold.
My family has now been without a functioning whole-house filtration system since August 13, while Waterlux continues to demand a substantial service charge to install a replacement component that Hague has already approved under warranty.
I have requested an itemized breakdown of the $1,200 charge and a reasonable solution to resolve this matter. I am also submitting my documentation, payment records, and correspondence to the Better Business Bureau and the Florida Attorney General's Consumer Protection Division for review.
Based on my experience, I would strongly recommend that anyone considering purchasing a Waterlux system carefully review the warranty terms, keep every document and receipt, and get all warranty promises in writing before making a purchase.
I hope Waterlux ultimately resolves this matter fairly, but so far, my experience has been extremely frustrating and disappointing.