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:06/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I ordered a pool pump and paid $30 for two day ***** delivery. It was estimated to be delivered 05/28/25. We contacted the company for an update and that's when they informed us they are not even in possession of the pump and it is actually processed through a 3rd party company. I asked about the extra I paid and they told me it was not their problem. Today I got a message saying it was back ordered for 2 months. They may not have even told us this if we had not pushed to find out what was going on. This company acts like being honest with customers is out of their reach. When you call them it goes to an answering machine that disconnects and they can't tell me when they will refund my $600. I don't want this to happen to anyone else.

  Business Response

  Date: 06/04/2025

  Dear Ms. ****** and BBB,

  
  Our President, *** Phillips, contacted Ms. ****** personally this morning via email regarding her recent experience with our firm. 
  PRM Filtration is a 35 year old, family-owned business whose goal is to deliver world class service to every single customer whom we have the honor of serving, and in this case we failed to deliver that service. We regret both the inconvenience and the disappointment.

  
  A full refund and a heartfelt apology have been provided to Ms. ****** and we hope to have the opportunity to serve her successfully in the future.

  
  In Ms. ******** case, our systems instantly processed her order, with a complete expectation of success. Unfortunately- this particular item was on backorder, which was not immediately detected. We are in the process of upgrading to new technologies to better serve our clients, but in this particular instance, our systems did not perform as they were expected to.

  
  Regarding Ms. ******** attempts at contacting us- we pride ourselves on being highly available. Our team is entirely U.S.-based, with the vast majority of our eCommerce team located in our ******, ************** headquarters. Personalized service has been a keystone of our 35 years in business and we make every effort to address every customer interaction with the highest levels of professionalism.

  We would be grateful to speak with Ms. ****** about her experience to better understand where her customer experience went awry, and how we might prevent any such outcomes in the future.

  
  While we strongly regret that this interaction did not meet Ms. ******** expectations, or our own, we're grateful for the opportunity to further refine our systems and processes and ensure that our team is doing everything possible to exceed every customer expectation, every day.

  
  Sincerely,
  PRM Filtration