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Business Profile

Water Purification Equipment

Hydroviv, LLC
BBB accredited business seal
BBB Accredited BusinessB Rated by BBB

Complaints

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

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Hydroviv, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 25 total complaints in the last 3 years.
    • 4 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:09/28/2022

      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 water filters and they said you could return no questions asked within 30 days if not happy. You must get approvals to return and I have tried for days calling and they say to email or chat, emailing and it says not a valid email, the chat never responds and they tell you to email. I just want to return and get my money back.

      Business Response

      Date: 12/08/2022

      Business Response /* (1000, 14, 2022/12/08) */
      ***Document Attached***
      Hello, we have found two individual orders placed by the customer using two unique email addresses. Both orders have been fully refunded through Shopify which has confirmed but refund transactions as complete. This informations has been provided to the customer in multiple communications.

    • Initial Complaint

      Date:08/28/2022

      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.
      This is the meessage i sent to a manager at their customer service who refused to even call me to discuss:


      I want to say I am very disappointed with how this transaction went down.

      I have already sent in the machine insured and it cost me $27.70 and a ton of wasted time talking with multiple plumbers who told me basically that this is impossible to install without major modification to my system.

      I am really irate because not only did I sent in pictures, I also had multiple conversation with many of your people specifically asking about this issue and every response was highlighting that this was an easy install and that it's meant to attach to any system.Just kept repeating the same selling phrases.

      I think your return policy (where Hydroviv will not cover the return costs, only the price of the machine) is very inappropriate for situations like this where they're definitely was an issue with customer support and issue with informing a customers before they buy, especially when they are already reaching out to you this much about one specific topic and your company would rather get the sale instead of trying to help your customer and prevent a situation like this from happening.

      I will definitely be reporting this through all social media and also the better Business bureau. I Have really disappointed and even more so disappointed that you would not even pick up the phone and call me to discuss the issue when I have so clearly obvious we are beyond the point of emails.

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 7, 2022/09/15) */
      While our filters are designed to fit most faucets, sometimes the customer's setup is not compatible. For this reason, we offer a 30-day return policy. Our policy clearly states that the customer is responsible for return shipping, seeing as it is a custom product. Regarding this customer's complaint about our support service: we choose to handle primarily through email and chat because we can employ visual aids through photos and videos, which greatly improves the support process and minimizes miscommunications that can occur over the phone.

    • Initial Complaint

      Date:07/28/2022

      Type:Customer Service 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 an under-sink water filter and a fridge/ice maker water filter from Hydroviv.com on July 12, 2022. The cost was $342.39, and the order number was #XXXXXX. I installed both filters per the videos on Hydroviv's website. The sink filter leaks from the seal around the top. The fridge/icemaker filter did not work at all. I contacted customer service via chat (no phone option) from their website. Although the items are both defective, they said the customer is responsible for the return shipping charges to obtain a refund. The items are very heavy, and it will cost a lot to ship them back. I'm asking for the company to pay return shipping since the items did not working properly. This should be so simple. Thanks for your help.

      Business Response

      Date: 10/07/2022

      Business Response /* (1000, 14, 2022/10/07) */
      Our company clearly specifies that in the event of a return, the customer is responsible for return shipping, to cover "restocking" costs. We offer installation troubleshooting, as well as free replacements as needed. This customer elected to go the return route, and we require that return shipping be paid for by the customer, as specified on our policy page.

    Hydroviv, LLC is BBB Accredited.

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