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Business Profile

Liquid Filters

ProOne Water Filters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Liquid Filters.

Complaints

Customer Complaints Summary

  • 31 total complaints in the last 3 years.
  • 31 complaints 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 status

Complaint type

  • Initial Complaint

    Date:05/01/2025

    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.
    On February 2, 2024, I submitted a return request to ProOne for Order #P100129726 (ProOne G3.0 9 Filter Elements). Per their customer service team, I was told to expect a return label and resolution within 1421 business days. However, despite repeated follow-ups via phone and email over the course of more than two months, I have not received the return label or any clear direction from ProOne regarding how to proceed.I followed up multiple times, including detailed written correspondence on March 18, April 2, and April 15, and was consistently met with silence or vague, unhelpful responsesif any at all. In my final outreach on April 15, I informed ProOne that if their team did not provide a resolution by April 18, I would have no choice but to file a formal complaint. No one from the company has responded.The lack of communication, responsiveness, and accountability from ProOne has been extremely frustrating and disappointing. I am seeking support from the BBB to receive a refund or a return label so I can return the unused product and close this matter.

    Business Response

    Date: 05/01/2025

    A refund has been processed

  • Initial Complaint

    Date:03/18/2025

    Type:Delivery 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 have ordered filters in the past from this company and been satisfied with them. The new filters don't work! I have reached out through email, social media messages, and have tried calling multiple times with no response. The filters I ordered in December, which I just installed in March are defective. They do not filter contaminants as claimed by the company. I originally wanted replacement filters, but now I would like a refund, as I am finding out many other people are having the same issue as me recently.

    Business Response

    Date: 03/26/2025

    A full refund has been processed as requested.

    Customer Answer

    Date: 03/27/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

  • Initial Complaint

    Date:03/04/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Placed an order in November of 2024. I received the wrong item. I started a return/exchange ticket on 12/12/24; I have yet to hear back from ProOne. I have called several times and the phone just rings. I reached out on social media and they did respond but have stopped responding as of 2 weeks ago.

  • Initial Complaint

    Date:03/01/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 product from this manufacturer and they discontinued the product shortly after me purchasing the product. I called for a refund which they agreed to but have not contacted me in over 2 months. I have been calling them and emailing them no email responses and they always tell me that they are going to rufund me but have not followed up. I purchased an undercounted sink filter and now I can not use it because I can not buy the replacement filters. The fact that they keep telling me Ill get a refund and they refuse to issue it or converse with me about it is unacceptable

  • Initial Complaint

    Date:02/24/2025

    Type:Sales and Advertising 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.
    ProOne Water Filters ran a Buy One, Get One Free (BOGO) offer. I attempted to take advantage of this offer, however the checkout discount code was not working. When I checked out, the code was not applying a free set of filters to my cart. After I made my transaction (at full price) I immediately emailed the company to tell them the discount wasn't working. Several weeks passed, with no response. I emailed several more times about the issue, again with no response. I then called ***************** and was met with a very unpleasant female agent. As I attempted to explain my experience, the agent cut me off and told me the sale must have ended and that's why it didn't work. I assured her the sale had not ended, and I had screenshots to prove the sale was still active. She then raised her voice, spoke over me, and hung the phone up on me. I was shocked at such unprofessional behavior. I then attempted to email them with no response. I sent a message to the CEO on ******** as well as a letter through the **** mail, both with no response. This company advertised a sale they didn't honor. They also sent me filters that are not the correct filters (white instead of the blue ones I've ordered for years). This feels like a bait and switch. And the customer service is absolutely unacceptable and unprofessional. I will never order from this company again. Read the reviews online, and you'll find others with similar stories.

    Business Response

    Date: 04/21/2025

    A refund has been processed.

  • Initial Complaint

    Date:02/16/2025

    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.
    I ordered filters from ProOne for a water filtration system on Jan. 4. My house burned down in the fires of ***************** on January 6. I had not received the filters and emailed customer support at thecompany on 1/13 asking them to cancel the order as I lost the filtration system in the fire. There was no response. In February once I found somewhere to live and had a chance to forward our mail. The box showed up with the filters. I've since emailed and called asking them to send me information to return the filters. They've ignored me. I was put on hold by ***** in customer service for 18 minutes. He said he didn't know where I could return the filters to and had to call me back. His boss is named ****. I asked him to email me as well as return the call so I had proof of a refund. They did neither. Something is wrong!!! **** said they lost their warehouse but was very cagey.Please advise. I'd like to return these filters and be refunded $127.86.Thanks for your help. Mailing address on this order is **************************************************************** Bantle My account 0 Gravity ******************** ************************************ Replacement Water Filters Outlet Your Cart Payment methods Account details Waitlist Log out OrderDateStatusTotalActions #P100126668January 4, 2025Completed$127.86 for 1 itemViewTrack

    Business Response

    Date: 04/18/2025

    A refund has been processed for the customer. 

  • Initial Complaint

    Date:02/06/2025

    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 bought an FS10 under the counter water filtration system from ProOne. About a year later I am looking to replace the filter component. I noticed that the FS10 is no longer on their website and I can't find the replacement filters. I contacted the company twice over the last few weeks asking what happened to the FS10 filter and why it was removed from their website. I asked if there is any recall or safety issue or something to explain why they removed it. I have not received any response from customer service.

    Business Response

    Date: 04/15/2025

    The FS10 has been discontinued as we focus on our gravity filtration systems. There is no safety issue with the product. This information has *** shared with the customer.

    Customer Answer

    Date: 04/15/2025

     
    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:01/22/2025

    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.
    Purchased water filters on 11/20/2024. Arrived 12/06/2025. Followed assembly, cleaning instructions, and to filter water through it 2x before drinking. The filtered water was smelling foul after running through the filters. The initial water had no smell. Continued filtering water for over a week, 2x a day, and water was still smelling foul. Contacted support on 12/16/2024 and received an email notification that my ticket was received. I didnt expect a response until after the holidays. I still havent heard from the company and sent another ticket. They claim to be tested and certified by *** and filters over 200+ contaminants including heavy metals, fluoride, pesticides, herbicides, chlorine, chloramines, pharmaceuticals and more! The claims are false and as the filtered smells rancid. Its definitely adding stuff to my water rather than removing.

    Business Response

    Date: 04/15/2025

    A request has been sent to the customer for ****** ID so a refund can be processed.

  • Initial Complaint

    Date:01/10/2025

    Type:Delivery 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 placed an order for multiple items on 11.20.24. The water pitcher arrived to me broken. I contacted them immediately on opening and finding the damage. I have contacted them 5 different times. The Returns and ************* sent me an auto email saying they would contact me in 1-3 days. That was 12.19.24. I received support ticket #******. I have had no communication from them.

    Business Response

    Date: 04/21/2025

    The product in question has been discontinued, a replacement pitcher from our sister company has been sent.

    Customer Answer

    Date: 04/22/2025

     
    Complaint: 22795630

    I am rejecting this response because: You never asked me if this was an acceptable solution. I do not want the replacement pitcher you sent. It is a totally different design and uses totally different filters. 

    Sincerely,

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

    Business Response

    Date: 04/24/2025

    The ProOne pitcher has been discontinued, so a replacement ProOne pitcher is not available. A refund is not available as the payment processor is no longer operational. The only option I have available is to send replacement filters for the Scout II system. Please let me know if that works. 

    Customer Answer

    Date: 04/27/2025

     
    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:01/06/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have been a customer for almost a decade. Purchased the newly developed G3 seven inch water filters for my unit. I went thru the defined process to prepare filter to be installed and once installed it is supposed to be used three times to cleanse before water can be utilized. The filter fails to filter water to be cleansed for use. So I called Pro One and their phone system other than one time after numerous attempts has not been working or being answered. I have been calling during their announced business hours. I tried emailing several times and not gotten any response other than once repeating the process to prepare it for use which I had already informed them I have done several times. No one has called back to talk nor do anything but acknowledge with a code number receiving my concerns and complaint. This has been more than a week and only one time did I reach a person who said if it did not get solved they would send me a replacement. I have tried to get a replacement but been unable to get any phone calls answered during announced hours for business. I prefer to get replacement filters that work but if that is not possible then a full refund consistent with their policy. Replacement or refund. Full warranty. My challenge is that there does not seem to be any way to reach anyone to get resolution. No staff or management and for whatever reasons a dysfunctional phone system that answers and offers to link you to someone if you push # 1 on your dial. That then goes to a voice that answers again with office hours and say push #1 that then takes you back to answering the phone. No staff or way to connect to get resolution. I am using my old filters in hope of a speedy resolution but to date there is no one to reach. A a final attempt I went to their site to score the quality and filled in a short version indicating a total lack of quality customer service and the failure of the **********************. They screen them for Approval.

ProOne Water Filters is NOT a BBB Accredited Business.

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