Complaints

This profile includes complaints for Hydroviv, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hydroviv, LLC

  2944 Middlebrook Pike Knoxville, TN 37921-5604

  
• 

  Hydroviv, LLC

  880 New Jersey Ave SE Unit 521 Washington, DC 20003-3758

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:08/18/2023

  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.

  Purchased the under sink filters and fridge filters for two properties. Both cost 372.86. I live in an area that has been affected by GENEX and high PFAS. This product was tested by a water analysis after using one filter and doesn’t meet the standards of a quality product. I returned both of the products, only one filter was used the rest unopened. They don’t ever answer the phone, immediately refer you to website or email. I received the required RMA slips and also have several pictures to show the boxes and products were in perfect condition. They immediately marked all boxes as used state that sometimes they charge a 25% restocking fee on top of shipping charges.. I already paid 44.00 to ship back. I’m out now 789.72. Tracking shows they received the product on 8/10/23. I reached out by email ( only way) and they claimed to have attempted to refund me on the 11th and again on 14th. I submitted a claim with PayPal on mon and they refuse to reimburse me until the claim is removed. Very deceptive practices. I would stay away from these snakes! There filters are basically Brita water pitchers. Definitely not Reverse Osmosis quality. I demand my full refund and understand you won’t reimburse me for shipping.

  

  Business Response

  Date: 08/18/2023

  The allegations here are grossly inaccurate. 
  
  The items have been received and processed. Our team reached out to the customer when attempting to process the refund in accordance with our return policy. It was noted that the customer has also filed a dispute. In accordance with payment processor guidelines, we are not able to process a refund while a dispute claim is in process, we are warned by the payment processor that this may result is a double refund. 
  
  Once the dispute is dropped or resolved, we will be able to process the refund. 
  
  This information was provided to the customer immediately, they do not wish to drop the dispute so we confirmed that we will proceed through the dispute channels moving forward. 

  Customer Answer

  Date: 08/20/2023

  Their offer to resolve case with PayPal. It’s more than a 25% restocking fee

  

  Business Response

  Date: 08/21/2023

  Again, the refund for items received back to us will be processed minus the stated restocking fee once the order i no longer in a disputed status so as to avoid a double refund per payment processor guidance. A refund will not be manually processed while there is an active dispute to the policy available for review on our site. 

• Initial Complaint

  Date:08/16/2023

  Type:Product 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.

  Dear Sir or Madam:
  I purchased the filter system in May 2023. I received an email from the company that I needed to replace the filter. I ordered one, but the filter did not indicate that it was for my zip code (they advertise that each filter is made for a particular zip code) and it was much smaller than the original. The first representative I spoke to was Lauren, and when I told her about the difference is size and dimensions, she asked for a photo which I supplied and she wrote "yes, I am conferring with our warehouse as this isn't something we've seen before. Shane came on the chat and assured me that the filter was the same, even though it wasn't the same size. I told him that I had not received any information from the company regarding the changes, and again, there was no indication that it was made for my area. Shane told me that the tech, sets up the filter for my area and sends it out to the customer. However, the box lacks any identification numbers other than the the buyers address. I told him I was not pleased that there was no notification to me of the changes, nor was I confident that it was for my zip code, and told him I wanted to return the system and the new filter. He said he would not return the system, but would return the filter. The company did refund the filter, but not the system, which is now useless without a specialized filter that the company advertises. The reason that the company refunded the filter was in fact due to the design change that was not advertised and the fact that it was not designed for our zip code, (there was no code or anything designating our area or zip code on the box or the filter). They advertise that the system is designed specifically for the customers water zone. However, there is no evidence that the filter was unique or was in fact just a generic filter.
  In Sum, the system doesn't have any value as the replacement filter doesn't indicate that it is for our specific zip code.

  

  Business Response

  Date: 08/16/2023

  
  I appreciate your engagement with our customer service team and for sharing your feedback with us. It's our goal to address any concerns you may have and ensure your experience with Hydroviv is a positive one. I'd like to clarify a few points based on our communication thread.
  
  Firstly, I understand that you've expressed dissatisfaction with our product design and have mentioned allegations regarding the product you received. I want to assure you that we take your concerns seriously and strive to provide the best quality products to our customers. However, after carefully reviewing our communication, it's important to clarify that the issues you've mentioned are not grounded in legal terms. Our team has been diligently addressing your feedback, and we appreciate your engagement in the process.
  
  In regard to the differences you noted between the original and the received product, we are actively investigating this matter with our warehouse. I appreciate your patience as we work to understand and resolve this discrepancy. I understand your concerns about product confidence and trust, and I want to assure you that we are committed to providing reliable and trustworthy filtration solutions.
  
  Furthermore, I apologize for any inconvenience you may have experienced in our communication process. We strive to provide efficient and effective support, whether through email or phone interactions. Your feedback regarding our support practices is duly noted, and we will use it to continuously improve our customer service procedures.
  
  In light of the situation, I am pleased to confirm that your refund has been processed, and you will receive an email shortly with the details of the refund amount for your records. You have mentioned returning the product, but I want to clarify that there is no need to return anything. We want to ensure that your experience is as seamless as possible, and your satisfaction remains our priority.
  
  Once again, I appreciate your time and engagement in resolving this matter. If you have any further questions or concerns, please don't hesitate to reach out. We value your feedback and aim to provide a resolution that meets your expectations.
  
  Thank you for considering Hydroviv for your water filtration needs.
  

  Customer Answer

  Date: 08/18/2023

  
  
  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:08/08/2023

  Type:Service or Repair 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.

  Although the product may be okay, it caused our faucet to drip and so we wanted to send it back - their 30 day no questions asked risk free return is a scam. You have to pay a 25% restocking fee AND you must pay to ship it back. So you lose $50+ for testing it out so it is NOT A RISK FREE RETURN POLICY.
  Order number: #217641
  Items requested for return: 1x Hydroviv Under Sink Water Filter (Connects To Your Faucet)
  Total: $174.99
  Order Created: 7/1/2023, 12:28:37 PM
  
  States 30 day risk free return and 30 day money back guarantee - false because you must pay fees and return shipping and make you jump through a hoop to get “return approval” before you can even send it back

  

  Business Response

  Date: 08/08/2023

  We appreciate your communication and your decision to share your concerns with us through the Better Business Bureau. We take all feedback seriously and are committed to addressing your issues in a fair and transparent manner.

  
  We understand your frustration regarding the drip from the faucet and your belief that it indicates an issue with the faucet rather than the Hydroviv filter system. We want to assure you that we thoroughly examined the returned item upon receipt at our warehouse. Our tests revealed no leaks or faults with the Hydroviv filter system itself.
  The restocking fee, which is clearly outlined in our policies page and is available for review before any purchase is made, was applied in accordance with our policy. We do want to clarify that, in cases where the product is found to be the cause of the leak, we waive the restocking fee. Additionally, when the fault lies with Hydroviv, both the return shipping and the restocking fees are entirely waived.

  
  We acknowledge that our product is customized, and we understand that additional handling is necessary once a customer decides not to proceed with the system and opts against receiving a replacement, as offered within one year of the original purchase date.
  We genuinely value your feedback, and we apologize for any inconvenience you've experienced. We remain committed to providing exceptional customer service and are available to address any further concerns or questions you may have.

  
  Thank you for bringing this matter to our attention and allowing us the opportunity to address it.

  
  Sincerely,

• Initial Complaint

  Date:07/27/2023

  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.

  The shower filter has scraps of metal loose on the inside, spilling out of the filter which could cut
  someone or get into their eyes. The company does not recognize this manufacturing defect nor the
  danger in imposes. I was told I would be send instructions to return the defective shower filters for a refund, but the company has turned hostile and reneged on following through with sending full refund instructions for their defective and dangerous product.

  Customer Answer

  Date: 07/27/2023

  *** *******

  

  Business Response

  Date: 07/27/2023

  I hope this letter finds you well. I am writing in response to the complaint filed by a valued customer regarding the presence of metal shavings in our shower filter. As a company committed to providing exceptional products as well as customer service, we take all feedback seriously and wish to address the matter thoroughly.
  
  We understand the customer's concern and would like to reiterate that the material observed is not metal shavings but rather loose filter media. It is common for some filter media to become dislodged during transit and be present at the entry point for water into the filter system. We have diligently explained this to the customer on multiple occasions to provide reassurance that this occurrence does not compromise the filter's functionality or pose any harm to their water quality.
  
  It is essential to clarify that the entry point is designed to allow water to pass through the initial filtration stage before encountering subsequent layers of media within the system. As such, the loose material will be further filtered, ensuring the water is thoroughly purified.
  
  To offer additional peace of mind to the customer, we have suggested that they rinse the exterior of the system housing before installation. While this step is not necessary for the filter's operation, it may alleviate any lingering concerns.
  
  Moreover, in an effort to resolve the matter promptly, we have provided the customer with a replacement for the shower filter at no charge. We regret that this solution did not entirely satisfy the customer, and we remain committed to finding a resolution that meets their expectations.
  
  At Hydroviv, we deeply value our customers and strive to ensure their utmost satisfaction. We appreciate the opportunity to address this concern and are willing to engage in further dialogue with the customer to explore alternative solutions and address any other queries they may have.
  
  Thank you for bringing this matter to our attention and for your dedication to promoting fair and equitable business practices.
  
  

• Initial Complaint

  Date:06/09/2023

  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.

  I've been purchasing water filter cartridges for a few years now from Hydroviv and their filter system has become increasing difficult to change out for a new filter. After my most recent order a few weeks ago I simply could not open the filter system any longer to replace the filter and requested just a refund of the filter they sent and to cancel my subscription. They refused to refund the filter even after I described the defects with their kit. Now I have a kit that doesn't work and a brand new unused filter that will have to go to waste.

  

  Business Response

  Date: 06/23/2023

  Hello ****,
  
  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced with our water filter system and the delay in shipping your recent order. We value your feedback and want to address your concerns in a satisfactory manner.
  
  Regarding the difficulty you encountered in changing out the filter, we understand your frustration. Our goal is to provide a user-friendly and efficient system, and we apologize if it did not meet your expectations. We would like to assure you that we continuously strive to improve our products and appreciate your feedback in helping us identify areas for enhancement.
  
  In response to your request, we have provided you with a free replacement housing to address the issue you faced. However, we understand that you prefer a refund and have requested to cancel your subscription. We apologize for any confusion or miscommunication regarding the refund process.
  
  We would like to inform you that our refund policy applies to the entire kit or system, and not individual components. As per our records, you have received the replacement housing, and the unused filter you mentioned will not go to waste. We encourage you to keep it for future use or consider donating it to someone who may benefit from it.
  
  We sincerely apologize for any inconvenience caused during this process. Our aim is to provide exceptional customer service, and we regret if we fell short of your expectations in this instance. Your satisfaction is important to us, and we are committed to resolving any outstanding issues.
  
  Should you have any further questions or concerns, please do not hesitate to reach out to us directly. We appreciate your understanding and the opportunity to address your concerns.
  
  Thank you for your continued support.
  
  Best regards,

  Customer Answer

  Date: 07/10/2023

  The company acknowledged a refund sent on 6/27/23 but I've still yet to receive. 

  

  Business Response

  Date: 07/11/2023

  Refund transaction has been processed for all applicable items. Hydroviv has made an exception to our policy to refund the most recent replacement cartridge sent to the customer.

• Initial Complaint

  Date:05/31/2023

  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.

  I ordered a Hydroviv Refrigerator/Ice Maker Water Filter which after tax I paid $150.91 on a gift card Mastercard that was gifted to me from a company. I purchased the item after believing the amazingly good reviews on their website with review stating how great the water tasted. As soon as we received the product it was obvious that the water was no different than the cheaper $24 dollar filter we had tried previously I dare say it was not even as good as the cheap one. I emailed Hydroviv immediately hoping that they would send a different filter as the “science” they had claimed was used to personalize the filter for my area had possibly got it wrong on this occasion. I was told that they were going to work with me and what was the taste of the water. I am not a scientist other than not good what else did they expect that was all I could describe. I offered to send them a sample of my water following it being filtered so they could check and see where they could adjust to make it work. I was only given the option of returning it at my own cost and then incur as 25% restocking fee or to revive the same filter which obviously didn’t work. I didn’t think a company could charge a restocking fee for a defective product but I stand corrected. The company appears to falsify reviews by removing bad reviews from their site and I refuse to believe that all the good reviews are even true. I know this as I have attempted to leave a bad review (honest but bad) but it got removed. I will be returning the product tomorrow at my cost and I want this and the product cost to be refunded to me in full.

  

  Business Response

  Date: 06/14/2023

  We apologize for the dissatisfaction you have experienced with our product and any inconvenience it has caused you. We understand your concerns and would like to address them accordingly.
  Firstly, we want to clarify that our filters are custom designed and formulated based on the contaminants reported for a specific shipping address. This ensures that our filters effectively remove the reported contaminants, providing clean and safe water. However, it's important to note that our systems do not function as a distillation process but rather use mixed media for contaminant removal. As a result, the taste of the water may be different from what you are accustomed to if you have been using a reverse osmosis filtration system.
  Regarding your initial email, we appreciate you reaching out to us about the taste of the water. Our customer service representative asked for a description of the taste to better understand the issue and provide appropriate assistance. While we understand that describing taste can be subjective, it helps us identify any potential concerns and find possible solutions.
  We sincerely apologize if you felt limited in the options provided to you. Our return policy, which is readily available on our website, outlines the available options for customers. We offer the choice to return the product for a refund, although return shipping costs and restocking fees may apply. These policies are in place to cover the costs associated with processing returns and ensuring that our customers receive high-quality products at affordable prices.
  Regarding your concern about reviews, we assure you that we do not falsify or selectively remove reviews. We value transparency and strive to provide accurate and unbiased information to our customers. While we have systems in place to moderate reviews to ensure they adhere to our guidelines, we do not selectively remove negative reviews. If your review was not published, it is possible that it did not meet our review guidelines or may have been flagged for further verification.
  We understand your decision to return the product, and we will be happy to process your return and refund as per our established policies. Please follow the return instructions provided, and upon receipt and inspection of the returned item, we will initiate the refund for the product cost.
  Once again, we apologize for any inconvenience caused and appreciate your feedback. If you have any further questions or concerns, please don't hesitate to reach out to us. We value your satisfaction and will continue working towards improving our products and services.

  
  Best regards

  Customer Answer

  Date: 06/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There is no way that I am the only person that has attempted to leave a bad review. I was misled with they heavily edited (removed bad reviews). I urge BBB to demand a copy of my review that I gave and see if you believe it will not pass their strict guidelines. The water filter has been falsely advertised as no where does it suggest it is not as good as reverse osmosis and it actually compairs its self as a good alternative. I am now $60 out of pocket for trying this product including the postage and the ridiculous re-stocking fee for an item hey should not be trying to re-sell so I do not understand that at all.  
  

  I hope that a better resolution is offered which on this case is a refund of the $60 I am out of pocket. I  look forward to hearing from you.  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/11/2023

  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.

  This company provided information about their product to me that assisted in making a purchasing settlement. Specifically, I asked them about what type of fittings were on their product so I could buy adapters to fit it to my local plumbing. When they confirmed a certain type of fitting on their product, I purchased it because I could find a solution that would adapt it to my local system. However, when their product arrived, the fittings on their product were not as their customer service advertised, and their product did not fit with the adapters. I contacted them for assistance and they had nothing to add, and noted they would not be able to give me a full refund because of their restocking fee. I spent over $100 in parts to find an adapter that ultimately didn't fit, on top of over $164.99 for their product. I am seeking a full refund of the entire purchasing price, with no deductions for shipping.

  

  Business Response

  Date: 05/11/2023

  Thank you for reaching out to us. We apologize for any confusion caused. However, we would like to clarify that our system's connection size is indeed the industry-standard 3/8" threaded male brass connection.
  
  The specific part data for the connection is 3/8 X 3/8 COMP X MIP ELBOW AB1953. This ensures compatibility with the standard 3/8" threaded components commonly used in plumbing applications.
  
  If you are experiencing difficulty finding the correct adapter or have any further questions regarding the compatibility of our system, please feel free to provide us with more information, and we will be glad to assist you further.
  
  Thank you for your understanding, and we look forward to resolving this matter for you.

  The item is eligible for normal return in accordance with our posted return policy, available for review on our site. 
  
  
  Best regards,

• Initial Complaint

  Date:04/12/2023

  Type:Delivery 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 have order their shower filter and never got it. I emailed the company to see where it was located. They told me that the shipping company couldn't find my address and they sent the water filter back. I have never had an issue with getting packages and I thought it was odd that the company or the shipping company did not get ahold of me to tell me but only told me after I had to ask. So they asked if I wanted to have them ship another one, I did so they said I would receive a new shipping number for my order. Never got one. So I reached out a few weeks later to ask where it was at and they had responded that they could not locate my package and it was now lost in the mail.. they are a fraudulent company that never delivers their stuff. Please save your money and look elsewhere because you will not get your package. I live in a well known area and a neighborhood. It's not a hard place to find.

  

  Business Response

  Date: 04/13/2023

  The customer placed an order for a shower system filter 0n 2/28. That order shows as successfully delivered (late) by USPS on 3/17/23. (attachment 1) 
  
  The customer contacted our team on 3/23 stating the delivery had not been received. A free replacement order was immediately created which shipped out on 3/24/23. 
  
  On 4/8/23 the customer contacted customer support stating that the package had still not been received. A refund was processed at that time. (attachment 2) 
  
  

• Initial Complaint

  Date:04/12/2023

  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.

  Immediately following my purchase, my boyfriend read the installation instructions to prepare for what's ahead and realized that the product does not fully do what it states to do, which is to "provide you with the the safest, best tasting water on the planet or your money back." There was no asterisk next to this statement or anywhere in the product title or description to note that it is ONLY for water from the cold line (any water from the hot water line that trickles in will contaminate this water), or that you only get part of your money back because they charge a 25% restocking fee regardless of whether or not the product was used. After I realized the product only filters water from the cold line (whereas a typical sink faucet filters all water coming out of the sink faucet--from both the cold and hot water lines) I went to quickly cancel the order (within 30 minutes of placing it) using their cancellation request link, but since it was on a Saturday, I received an automated message that my cancellation request would be processed during business hours. Monday arrived and I received an automated shipment notification around 7:30 AM ET stating that the product shipped and so I responded to customer service complaining that they already shipped it without responding to my cancellation request and they responded at 12:30 PM ET to my original cancel request and my followup complaint email that essentially because it was "custom made" to my city, they will charge me for restocking the product if I return it unopened or deny delivery. Their website states that it takes 2-4 business days, but sometimes longer, to produce and ship the product, which is very odd that it was conveniently produced and shipped at 7:30 AM on the first business day before processing the cancellation. I was mislead into purchasing this product and feel scammed that I am now forced to pay a restocking fee for something misleading, that I repeatedly tried to cancel and never used or opened.

  

  Business Response

  Date: 04/27/2023

  The customer did reach out to us for a refund and has been given a return authorization dated 4/11/23 that waives the restocking fee completely. 

• Initial Complaint

  Date:12/27/2022

  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.

  They are fraudulently advertising their product as being able to be installed by yourself within 15 minutes. But once it arrives they tell you that you need to hire a professional plumber to install it. Once you do that the unit still leaks. They refused to send me a return label. I've reported them to my bank but their fraud need to be investigated and they should be shut down.
  

  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2023/01/05) */
  Hello,
  
  This item is as described both in the product description and as shown in installation video tutorials.
  
  The item is designed to fit industry-standard plumbing.
  
  The Customer has contacted us for troubleshooting and was instructed to source the appropriate sized adaptor for their specific non-standard plumbing connections. The customer response at that time was "Yeah Im not doing all that." at which time a return authorization was issued. The customer does not wish to return based on the cost of return shipping.
  
  Per our clearly stated policy, return shipping is the responsibility of the customer.
  
  Communication thread with customer has been attached for reference.