01/29/2026
OK...PROFESSIONAL RANT TIME! HUGE TERRA FIRM SERVICE FAILURE, HELP ME GET THIS OUT THERE! I bought a house with a Terra Firma "lifetime" guarantee for a basement water treatement system installed by prior owner. I was told when purchasing it, that it needed to be serviced, so we did (several thousand dollars worth) so it was all checked, up to date, new pumps, etc, all handled by Terra Firma. Then I called because the breaker flipped. They came out, charged a fee mind you and did nothing. This is a triple safety system that is supposed to never fail. Then the big rains came. Apparently the constant pump running, popped the circuit again just like before. Because the backup battery running the backup pump had to do all the work (I was out of town), it fried and failed. The basement filled with water, covering the furnace and other things down there. I was told I would need a new furnace. I sent them all the documentation, bids, info from other professionals and told them I was able to have the furnace repaired. I asked to be reimbursed for both service calls (where they failed to do anything) and the furnace repair. They just told me today (after telling me for months my check was coming), that they would not reimburse anything because failure was due to electrical. Here's the kicker....they plugged the entire system (both pumps) and the backup into THE SAME OUTLET/CIRCUIT. Tell me, how is that MY failure. No one said you need a dedicated circuit, nothing. I am a contractor, had anyone told me to correct anything it would have been done immediately, Terrible warranty, awful customer service and SOOO EXPENSIVE. This is what our good money pays for?? If there is any justice in the world, please, please help me get this to go into the whole world wide web. SO UNCOOL! Formal complaints will be handled through the appropriate channels as well. So disappointed with manager Ryan and the whole Terra Firma Team. This perfect, unfailable system ending up costing me $1000 (After the updates they also got paid for). No Bueno!! Picture after I cleaned, paid and redid everything.