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Business Profile

Water Purification Equipment

AffordableWater.us
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:09/07/2022

    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.
    On 8/20/22, I purchased a Rusco Automatic Flushing Valve from Affordable Water US - as their website cited "Top Customer Service" and fast, free shipping. I recieved another email on 8/22/22 that this item had shipped, however, offered no tracking information. When I contacted Affordable Water on 9/2, I learned that this item was drop shipped from Rusco and that they had no tracking information immediately available. Due to the Labor Day holiday, I did recieve this information this morning, 9/6/22. The tracking number shows it as being delivered by UPS on 8/25/22 at my front door, however, nothing was ever found on our security footage that shows this delivery. Also, the customer service response I got was horrendous. It was a $354.99 item. When I asked about insurance on the item, I got that with margins being so small, that that would be an extra charge and "nobody does that." I would gladly pay and extra $15-20 for a $355 item that is insured to some degree than to just throw $354.99 away to help someone else's margins. I feel that I should have been informed that Affordable Water US was the middle man here - as if I would have purchased directly from Rusco, 1- I probably would have recieved my item. 2-if not, there is the chance that it would have been insured (at least for $100 - as most things shipped USPS are), and 3-I migh have gotten a little bit of decent customer service and support - unlike what I recieved from Affordable Water US. The margins of a business aren't my problem, however, when making a purchase of this size, I should be able to rest assured that, if it doesn't get delivered or is lost or damaged, that I have some type of protection.

    Customer Answer

    Date: 09/08/2022

    This complaint has been resolved, although nothing the business did to fix it.  I have the product on the way.  AffordableWater.us did offer to help by ordering my another one – IF I took the google review of the response I got when trying to resolve the issue down. 

     

    This complaint can be closed as of now, however, as I have a product on the way and have learned not to do business with this guy again. 

     

    Thanks. 

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