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:03/31/2025

  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 two(2) ********* filters on March 11, 2025 in the amount of $*****. On March14, 2025 I received an email from customer service rep Treasure G**** informing the shipping was delayed and would ship no later than March 28, 2025. I called to check the status of this order and no shipping information has been assigned to it. I requested to speak with a supervisor and was put on hold for approximately 10 minutes only to be told the supervisor was unavailable. I am supposed to receive a call back no later than 4:00 pm today (March 28, 2025.) Your costumer service is unacceptable and I believe you company is not honoring their part of this order.

  

  Business Response

  Date: 03/31/2025

  Hi,

  We do apologize for the issues that have occurred with your shipment. We have shipped your order and upgraded your shipping due to the extended delay. Unfortunately, our warehouse team has experienced many changes over the last couple of months which has led to these delays. We hope to provide you better service in the future. Thank you for your business.

  Customer Answer

  Date: 03/31/2025

  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. 
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 placed a order on 3/10/2025 i have emailed 2 times about the order and got no reply and tried calling the phones dont work . the order is under my name.

  

  Business Response

  Date: 03/25/2025

  Hi,
  This customer was notified of the delay with his order however, it appears that our email was captured in his spam folder. The customer has been contacted multiple times prior to the customer locating the email in his spam folder. This has been resolved with additional communication with the customer.

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 purchased two RO filters in January 2024 at a cost of $250 each from fresh water systems. From the start the TDS levels were abnormally high. After reaching out to them I was advised there was a break in period. I ran the system for over two months never achieved levels that were acceptable for new filters. After speaking with the water maker manufacturer I tested the output water of each filter individually and found that one filter was indeed not working properly. I contacted Fresh Water again giving them all the information of test parameters and results. I requested one replacement filter in exchange for the defective unit. Their answer was we don’t make enough margin to replace the unit. Clearly an unacceptable

  

  Business Response

  Date: 04/29/2024

  Hi,

  Your claim has been reviewed and the following information was provided "The new version of these membranes require at least 800 psi to flush and get up to test performance on spec sheet. If the membranes achieved spec performance and ran for 1 to 2 months, the membranes are fine and there is a system mechanical issue and not a membrane quality issue". In regards to your request for a refund at this time we are unable to issue a refund for these items due to the likely hood of a mechanical failure with the machine. Please feel free to contact me directly at ****************************** to discuss further.

  Thank you,

  Brooke R******

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  
  
  Regards,
  
  
  
  **** ******

  Customer Answer

  Date: 04/30/2024

  Stating their profit margin doesn’t support standing behind products they sell is unacceptable. I had high readings from the moment I installed the filters. I replaced parts (500$ Worth) on my filter system hoping that would resolve the problem without any change. When I tested the filters individually it was crystal clear the problem from the very beginning was one bad filter. I didn’t ask for two new filters (my original purchase) simply one filter or the cost of the filter. Many companies sell what is considered new old stock which is what likely happened in this situation.

• Initial Complaint

  Date:02/15/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Listed items in stock that were “backordered”. This was 3 items out of ~30. This company called me, and was supposed to send comparable parts that were in stock, to replace only the “backordered” items. They decided to also change most of the rest of my order to different products as well. I did not give consent to just send me whatever they wanted. Although they claim that I did. When I informed them that they did not send me what I ordered, I received a sales pitch on how good these other products are that they sent. This is besides the point. I expect to receive the items i ordered. After speaking with the owner of the company, he said he would send me the actual items i ordered. I received some of the products from my original order after this, but not all. They have decided to not respond to my request for the remaining items I ordered. If you are reading this, I would highly recommend buying your products elsewhere.

  

  Business Response

  Date: 02/21/2023

  Mr. *****,

  I apologize for any inconvenience this has caused you. Our customer service department was not aware of this issue and have not received any notifications from you since our first correspondence about the backorder delay on 1/4/2023. I do see that per your direct conversation and follow up email with the FWS owner you were issued a refund based on him replacing an item/s with a less expensive version that still met all the specifications of the higher priced brand. Which he confirms your consent of via the follow up email. I also show that he entered a no charge order right after you followed up with some questions on some of the items. This no charge order contained (8) items and was shipped on 1/17/2023. Unfortunately we have had no further correspondence until now. I will be glad to assist you with any lingering issues or if you feel you are missing any items. Please email me direct and we will get this worked out for you. Again I apologize and will be glad to assist you. 

  Tracy
  K*****, CWS
  Sr.
  Customer Solutions Manager
  Direct: ************
  *****************************