We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Distillers

H20 Labs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Distillers.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I purchased a counter top water distiller on October 17th 2022 Order #****** from H20 labs. Within the first year, which is also the warranty period, the switch on the distiller broke. I reached out to the company at least 5 times through email on their website and left at least 3 phone messages to the company. I never got a phone call back or an email response to help me fix my issue with the machine. It is now 2/17/2024 and the switch is still broke on my distiller with no reply from the company. I am looking to either get my money back or have them send me a replacement machine. It is unacceptable for this high rated of a company to flat out ignore their customers.

    Business Response

    Date: 02/19/2024

    Good morning,

    I just called, but there was no answer so I left a message. Please give me a call back at ************ and ask for ****. If there is an alternate number and time that you would we rather call at, please let me know. Thanks!

    Business Response

    Date: 02/19/2024

    Spoke to customer today and resolved the issue. The problem was a defective part. I put in an order for the replacement part on 541381 and is shipping out tomorrow morning. **** will be notified of tracking when available.
    In the meantime I am rolling out new procedure to make sure this doesn't happen again.

  • Initial Complaint

    Date:11/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Order Number538012 Customer ******** Order ******/**/************* AM SKU:ProductQuantityPriceDiscountExt. Price 300SSStainless Steel Model 300SS Water Distiller with Glass Carafe1$329.00$50.00$279.00 SubTotal:$279.00 Shipping:Continental ** - Economy$20.00 Tax:$17.94 Total:$316.94

    Business Response

    Date: 11/27/2023

    Good morning,

    We've already been contact by this customer this morning and promised a full refund at the time of the phone call. I'm unsure the reason for the complaint when we are already doing what the customer asks. We sent them a prepaid return shipping label at the time of the phone call. All we need is the defective distiller back and the full refund will be processed. 

    I would like to know the reason for the complaint if we are doing everything the customer asks even after my employee was berated on the phone.

  • Initial Complaint

    Date:01/05/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I ordered a water distiller from this company. Never received. They sent a second one. It was missing parts. I asked for a refund they only gave me half a justified fee I was never informed of. When I called about the refund, they reminded me I also ordered extra parts, which I never received. I called customer service a man named Terrence Spivey said that's it, tell the attorney general. So I'm here to ask for mediation for all my money back. I am a veteran of 27 years; I served every day with honor. I didn't help my country by being stolen from on the internet and then told to Fuck off. I told Terrence I was recording our conversation, which I have a copy of if you want to hear it in person. I have contacted my Attorney General here in Nevada; I am filing to have this company BANNED from doing business in our state. Nevada protects its citizens. This company has broken me; I want to be whole again. Did I mention I am a Veteran of 27 years in the USARMY? I am 62 years old, crimes against older adults. order number ****** 

    Business Response

    Date: 01/12/2023



    This customer was taken care of and fully refunded on 1/5. As of the phone call we had on 1/5, we have remediated the customer in full to their satisfaction.

    Customer Answer

    Date: 01/26/2023

     

    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.




    Sincerely,



    ***** *****

  • Initial Complaint

    Date:11/10/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    I purchased a distiller from H2Labs whicb does not work so I called asking for a refund and a post paid label which they never sent and when I call them they won't answer and I called on their standard time line.

    Business Response

    Date: 01/09/2023

    Business Response /* (1000, 5, 2022/11/29) */
    After reviewing the call logs this customer did call us a couple times. The first of which (11/02 as 12:30pm) was about a minute for which I can assume was about the the return. As per our published returns guidelines the shipping back is covered by the customer unless defective (which this distiller was not). The second phone call happened at 8:30 at night, 3.5 hours past closing with no voicemail left.

    when we received the package back on 11/18 there was only a note with the order#, cust ID and "20%" written on it. I could only assume that's from the returns page as that's the restocking fee for new and unused distillers. We refunded the distiller less 20% the following business day (11/21). We should have refunded less 50% from our guidelines but did not an erred on the side of caution and refunded more just to be safe.

    If the customer wants something more I would be happy to assist. I just need a time and good contact number to call back on so we can talk it over (further refund, or possible exchange for a new or different model).


    Consumer Response /* (3000, 7, 2022/12/05) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    The didstiller made about 1 cup of water and stopped...it was defective. I spent over $40 to return it. they owe me


    Business Response /* (4000, 10, 2022/12/19) */
    We have refunded the $43.87 as requested.


    Consumer Response /* (2000, 13, 2022/12/20) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

H20 Labs is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.