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Business Profile

Water Purification Equipment

Aqua-Vend of New England, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Water Purification Equipment.

Complaints

This profile includes complaints for Aqua-Vend of New England, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Aqua-Vend of New England, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint 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.

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    Complaint type

    • Initial Complaint

      Date:11/05/2024

      Type:Product 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.
      The base/foot of a water treatment tank at my house cracked.I contacted the manufacturer of the tank to get a replacement base/foot.04/18/2024 the manufacturer of my tank gave me the contact info of 2 Maine distributors Aquamax was one of them .05/28/2024 - Aquamax charged my card $55. 08/13/2024 Aquamax informed me the base is in.The same day I stopped at their office and picked it up.08/17/2024 I attempted to install the base and it did not fit my tank and it is a different design too. Emailed Aquamax about the issue along with pictures.Aquamax told me they will work with the manufacturer to get me the correct base/foot.09/05/2024 Aquamax notified me that the correct replacement base is in their office.09/26/2024 I stopped by at their office and found out the replacement base is the exact same as the first one, so it is the wrong one, would not fit.10/8/2024 in a phone call Aquamax notified me that the manufacturer is unable to provide the correct base for my tank.10/9/2024 I emailed and I requested a full refund of $55.10/14/2024 I emailed Aquamax that I will stop by and drop off the base/foot at their office. Aquamax emailed me back that my request for a refund is declined Later Aquamax offered a partial refund stating part of the charge was for shipping.But there was never shipping, as listed above I picked it up from their ********* any shipping charge should have been actually refunded as soon as I picked it up, back on 08/13.

      Customer Answer

      Date: 11/16/2024

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 11/18/2024

      yes, **** did contact our office after he spoke with the manufacturer, and they gave him the part number and then he gave us the part number and I place the order.  it is unfortunate that that it has taken so long to get the right part, but the company doesn't make his size tank anymore and I am not dealer with them anymore.  when we receive the base, we did package it up and had it already to be mailed out the same day as he stopped by the office so there was shipping charges in volved even though it didn't get shipped.  The second base would have worked but it didn't look like the old one that he had so he decided not to take the second one because of that.  This was a special order, and I explained that to ****, but he didn't hear me and if it is a special order there would be no refund, but I decided to give him a partial refund and didn't want to hear it because **** told me that he was never aware of the special order so i was not going to argue with the man .  If you have any questions, feel free to call me at **********.

      Customer Answer

      Date: 11/19/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      The business' answer does not align with the facts on so many levels, here's a list:

      A/ The business is a dealer for the manufacturer, according to the manufacturer. The manufacturer directed me to them as a dealer.

      B/ The business states there will be shipping charges even when it was not shipped? How is that acceptable?

      C/ The second base would have not worked, the business sent me the dimensions by email (I have attached a copy of the email) and the opening on the second base was even smaller than the first one.

       D/ No refunds on special orders is  a valid policy. But no refunds on the wrong item that does not fit is not an acceptable policy.

       
      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Miro

       

       

      Business Response

      Date: 11/21/2024

      the shipping charges were also from the manufacture and myself, so I am sorry that he feels this way we are only talking about ***** what he doesn't understand is that the shipping was from the manufacture to me which he is reasonable for, but he feels differently about that.  again, when he states that it was the wrong part keep in mind, he is the one that gave me the part number so who is responsible for the mistake the customer or the company?  I still feel 

      Customer Answer

      Date: 12/03/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      The business again makes statements that do not quite match the facts. The fact is the tank part # was provided to ********. And Aqua Max is the dealer, they should be able to provide me with the correct base for the tank when they have the part # for the tank. I can provide a copy of the email when I requested a quote and provided the tank part#. If it is "only $26", why would you not refund that, you are a business and I am a consumer and I was charged for something that is the wrong part and I have no use for it.

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Miro

       

       

    Aqua-Vend of New England, Inc. is NOT a BBB Accredited Business.

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