Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2017 we purchased an iron filter from water filters of America. After some back and forth working with the company and purchasing some additional equipment, we eventually got the iron filter to remove the iron from our water as originally advertised.In August of 2022, the unit stopped removing iron from our water. We contacted water filters of America and were instructed to purchase and replace the bedding material for $630. We did and replaced the material and the unit continued to not function properly. We continued to work with support to determine why the rebed of the unit did not work. They even sent us a replacement part that did not make any change.Weve done everything weve been asked to do. On a call in January of 2023, their senior tech told us they did not know what else to do and would call us back. He never called back. We followed up with a second call and where told they did not have a solution for us and would call us back. They never called us back.Weve determined the rebed material they sent us, purchased for $630, is not the correct material and the reason their fix did not solve the problem. Their website shows in writing if the consumer does everything asked to do to troubleshoot the issue and Water Filters Of America cannot resolve the issue, they will refund the consumers money.In January 2023, we submitted two written requests for refund via e-mail in the amount of $630. Both times we received a response from a different no replay e-mail address stating we should call support. February 2, we called support and requested a refund. We where told we would receive a call back and still havent.We are seeking a refund in the amount of $630.

  Business Response

  Date: 02/28/2023

  We recommend equipment based on water test results. When this customer bought his original equipment in 2017 it was working perfectly and removing the iron from his water. When he purchased new minerals for it, he was sent the exact same minerals that had been working for him. When he called to tell us that the new minerals were not removing the iron, we suggested that he re-test his water. Based on the past tests results versus current test results, it seems that this customers well water has changed. This is not unusual, but you cannot expect the same results with different water. For example, his pH is much lower now than it had been.  pH is one of the key factors in whether the minerals in the iron filter will be able to work properly.  Also, it seems that the flow rate of this well system has also changed.  That is also a big factor in whether the equipment will be able to properly function. We believe that his well pump *** have weakened, which is something that can happen over time. When changes occur, you cannot expect the same equipment will be able to do the job.
  Another thing that we found, over many conversations with this customer, is that his plumbing is very complicated and uses a lot of elbows. We always recommend that the plumbing should be as straight as possible and have as few elbows as possible. We believe that this customers convoluted plumbing *** also be a factor in why he is not getting the results he had hoped for.
  While we care about all of our customers, and do our best to help them, we are ultimately a do-it-yourself business.  We rely on the customer to properly apply the equipment.  We have found over many thousands of applications, that if the customer follows our instructions with a proper application, they have wonderful results.  For this customer, with the changes in his ********************** quality and the incorrect plumbing, this is a misapplication.  Unfortunately, we cannot guarantee misapplications.   

  Customer Answer

  Date: 03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  While we agree the well ** has changed, your senior tech support member said even at a ** of 7.2, the ************** bed should remove even a little bit of iron.  None is being removed after the rebed.

  Several months ago, we disclosed the flow rate issue had been resolved during our testing.  The material you recommended us using to raise the ** in our system (soda ash) had nearly clogged a gate valve.  Once replaced, the flow rate was back to the original specs. Also, the well pump had been replaced 2 years ago with the same model pump.
  Yes, flow characteristics in plumbing can be reduce when there are multiple elbows.  However, this is the original installation configuration and it worked fine back in 2017.  This is also very large 1 inch plumbing and you probably normally deal with customers with or eve inch lines.
  Weve noted after requesting a refund, Water Filters of America has changed its tune to point the blame to the customer for lack of results, whereas before the request we where told you did not know how to fix our issue and had no other recommends.   Weve since replaced the unit (no plumbing modifications) with a system the requires the same backflush rate as the Terminox and the system is working correctly.
  Here is the agreement from your website:
  ****************************************
  Please issue a refund in the amount of $630 as your company did not resolve our issues after doing everything where were asked to do.  Its clear the rebedding sent was not the correct material.

   

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Invoice # #IN008015 THEY DO NOT RETURN CALLS They returned 2 calls out of 29 requests for help. Installed 10/31/22 no manual provided or matching one online. I spoke with tech support during installation. 11/1 informed of yellow, foul smelling salt brine (BAD RESIN). 11/8 Informed them unit was not regenerating and was told there was no manual for the brand-new valve they sent me it was preprogrammed and not to change it, so I didnt. 11/25 They sent me a new valve =didn't fit mine unit. 11/29 I informed them I was done after not being able to use water for 29 days. 12/16 they received the unit back and gave me a refund EXCEPT $60 for shipping (their policy). 12/29 I called nicely asked= can you please return the $60 shipping fee since your softener didn't work at all? I did say that I would share my experience due to their keeping $60, because I feel people should know. 12/29 Rcd a threatening letter from their attorney: Court/litigation to "protect their good name accusing me of harassment, threats, blackmail, aggressive, inappropriate, unreasonable and uncooperative behavior: Not true at all, I was nice, patient, polite and reasonable, beginning to end and in the same paragraph, they stated 1)what I returned was a total loss and 2)after inspection it was found to be in perfect working order=nothing wrong with it. They accused me of stealing the foul/bad smelling resin despite their email along with the shipping label instructing me you do not need to return the resin. I initiated return within their 30-days and documented everything and their recordings of my calls, they say they have, will absolutely benefit me in court. I am guessing their response will be dodging and somewhat like: We want our customers to be happy, sorry you feel this way, we have lots of satisfied customers, toot my horn, toot my horn stuff instead of what this is really about. All I wanted was a full refund, because they DID NOT PROVIDE A PRODUCT THAT WORKED..

  Business Response

  Date: 01/31/2023

  With over ****** satisfied customers, any business will eventually get a few people that just wont cooperate or be reasonable. As our Terms of Service clearly state: If the equipment fails to function properly, we will refund 100% of the cost of the equipment for up to 30 days from the date of purchase, as long as you have followed our installation instructions properly. All that we ask in return is that you give us a reasonable opportunity to repair or replace the equipment first. Should we fail to properly repair the equipment, or fail to replace any faulty equipment with properly working and functioning equipment,you are entitled to a full refund of the price you paid for the equipment.Customer is responsible for all shipping costs with no exceptions.
  
  When this customer complained that her softener resin smelled bad, we investigated and tested all of the resin from the same lot but we did not find it to have a bad smell. Over 200 other customers had received resin from the same lot but we had no complaints from any of them. 
  
  Then when she complained that she was not happy with the control valve that was sent, and thought it did not work, we sent her a different valve, completely at our own expense. If the valve did not fit, we could have sent adapters to fix it, but the customer refused to co-operate and demanded a refund.  Although this clearly did not meet our refund guidelines, we helped her to  return the equipment and  gave her a complete refund of the price she paid for the equipment. We tested the equipment when it was returned and found  that it worked perfectly. Unfortunately, we had to take a loss on it since it was now used equipment that we could not resell.
  
  Our terms of service are very clear that we do not refund for shipping costs. We had charged the customer a shipping charge of $60.  This charge was not refunded to her, as per our terms of service. The actual shipping cost that we paid to *** in this case was $178.14. That does not include the additional $30 that we paid to send the additional control valve.  We decided to absorb the shipping costs that were over and above what we had initially charged her,because we were trying to do the right thing.
  
  This customer filed a complaint with her credit card company when she was not given the refund of her shipping cost, but the credit card company sided in our favor.
  
  Then this customer threatened to harm our good name by filing a BBB complaint. Everyone who buys from us has agreed to our policy. It is not fair to our other customers who follow the rules to let this person bully us into violating our terms of service due to threats.
  
  We consider this matter closed. We are good people helping good and reasonable people with the best water filtration products. 

  Customer Answer

  Date: 02/15/2023

  I was completely cooperative, polite, nice and reasonable and begged them for help. The system they sold me did not function properly. There were no installation instructions provided and no manual available for me or the technical support team for the first valve sent to me. We did speak with Support when we installed it.

  I find it completely unfair to suggest that the resin they sent me didnt smell bad simply because they didnt know. Despite that, I was willing to accept it if the system, I received 10/28, if it could regenerate to clean the resin, however the system would not draw the brine from the tank to regenerate. Of course I wasnt happy about the valve not performing its main function, but I never got mad or behaved in any way other than cooperative and professional. I was completely patient and their lack of answers or returning phone calls and dragging this out and putting me off to where we got close to the 30 days maximum for a full refund and then I did request the refund on 11/25 within their guidelines to guarantee I didnt get stuck paying for a system that didnt work. They cannot claim I did not fall within their 30 days guidelines. The only reason they cannot resell this system is because it doesnt work.

  I can understand not refunding the shipping if I was simply not happy, but the case is that they sent me a product that did not work. I understand their policy, but want to submit my opinion of it being unfair to charge a customer for shipping if their system doesnt work.  Unlike Water Filters of America I am not calling them names or accusing them of anything other than actually= what happened. I never bullied them and havent suggesting anything that wasnt factual in my complaint. They were nice on the phone, but not effective in solving my problem.  I was told multiple times by **** and **** they would get back to me and they never called me back, except one time on 11/8 told them the Valve wouldnt draw brine and **** was the only one that ever called me back 1 time on 11/18 to tell me he would send me a new valve which didnt fit my system when I received it. Shipping label for the valve was created 11/23 and I received it 11/28(10 days after he said he would send it). This was 20 days after informing them the first valve didnt work. I would have been super happy if they could have told me how to make it work, but since they didnt have a manual for it or any type of instructions, I dont how they could. **** from technical support told me it was preprogramed and not to change any of the settings

  Nothing but facts here. Basically they were nice, but provided no instructions and could not tell me how to make my system work. Never bullied them at all. I feel other people should know what happened and I feel my above comments are honest and fair about what happened. This was third purchase from them and the first two were successful. I have a lot of experience with my 10 previous water softeners and this system was a failure from the start. I have never bought a system without a manual or instructions until this one.

  Very Sincerely and honestly,

  ***********************