ComplaintsforAdvanced Purification Engineering Corp.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We purchased for $259.78 ;*******- stage water system 6/24/22 order# ********** defected; dripping water from stage 3 -Our Plummer couldn't fix the problem. cost $250- on 7/14/22 we contacted the office supervisor because -****** the contact- giving us the run around, (eg. may be you purchased it from Amazon, we do not have a record of the invoice; even though I send him a copy of it) now they are not answering (either our calls or emails) my last email contain : Good morning Please supply us with - a return slip-for order #**********. The unit is defected; it is useless for us. We can not keep it dripping water under the sink. 1- I want the return slip to send the unit back plus a refund for $ 259.78 - Attached copy of my email responding to the run around questions -Copy of the invoice - picture of the dripping water under the sink

  Business response

  09/07/2022

  Business Response /* (1000, 8, 2022/08/11) */ Here at APEC Water Systems, we do appreciate your feedback. I would like to thank you for being a valued customer and we truly appreciate your business. We do apologize for any inconvenience you may have had. From our phone conversation we spoke about different options on how to resolve your issue with the ***** and based on the conversation, and the pictures that we received, we believe the issue is caused by the installing of previous system parts on the new system. We are happy to help take care of the leak. If you need further assistance, feel free to contact us directly by calling X-XXX-XXX-XXXX or e-mailing us at ******************* We are in the office from Monday-Friday from 8:00am-5:00pm PST. Thank you. Consumer Response /* (3000, 10, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per conversation with customer service ( ******** ) on 8/11/2022 he said he is sending us new housing filter . Today is 8/16/2022 we did not receive the new housing filter. Note : the leak is from the housing filter and the cover drips all the time when the pump is working or not . The pump is for Model # ***** was recommended to use because there was no water pressure going to the sink. I am still waiting for the housing filter as they promised. And replace it with the existing defected one .

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought their APEC Bundle of 2 Super Capacity Filter Set for all Under Counter ULTIMATE Reverse Osmosis Systems SKU: ******-SETX2 on 12/31/2021. However, I realized I bought the wrong filters but the order was shipped. I decided to wait for delivery and return the package for a refund. I have tried to contact them through email and request a return. I have waited for a week and no response. So I send another and called the number. However, the phone number doesn't connect me to anyone but an automated system where it redirects me to send an email to *****@freedrinkingwater.com/ ******@freedrinkingwater.com. I sent both email addresses twice and waited for 2 weeks and still no reply. Their return system was designed to refuse and ignore return requests. There is no way to get in contact with them and there is no link on their website designated to initiate a return request.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/02/04) */ Dear Mr. **** ***, Thank you for taking the time to speak with us today and I am very sorry to hear about this. Our customer email records show you did send us a request for return on January 21 and we responded with a return authorization instruction by 1/26/22. I also research our email database but did not find any records before the January 21 email contact. I am happy to know your return request is taken care as we strive to continue to provide the best service to our customers. Best Regards Consumer Response /* (2000, 7, 2022/02/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issue was resolved.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Sir/Madam: I have ordered DVK-APEC Faucet Diverter *** for RO-CTOP from APEC WATER on December 15, 2021, Order # **********, paid $34.50 plus $21,25 for shipping. I have bought their RO-CTOP - Portable 90 GPD Countertop Reverse Osmosis Drinking Water System from them a few years ago and water started to leak from the faucet and replacement of the faucet diverter kit was needed. The faucet Diverter Kit arrived defective. The thread of the faucet was dented and twisted and would not fit. I have emailed about the problem with pictures of the defective faucet asking for a replacement , filled out their review of the product but so far no response from them. They have ignored and so far no acknowledgement. Only answering machine when called. I would like to get new faucet to replace the defective one as soon as possible. If unable to replace then refund. Thank you for your help. ***

  Business response

  02/10/2022

  Business Response /* (1000, 5, 2022/01/20) */ Dear BBB and *******. Thank you for contacting APEC and I think there is an misunderstanding. After customer ******* have contacted our company, we have been communicating through email and the replacement part have been shipped on January 12, 2022 and it is out for delivery today January 20. Please kindly see the email correspondence history below. Thanks, APEC Water Systems ********************************************************** Subject: Jan 11 Thank you for contacting APEC Water Systems. I am sorry to hear about this but will do my best to help! I am very sorry for the delay due to the holiday week. I am happy to send a new DVK-APEC and protected it more well can you kindly send a picture of this for my shipping manager feedback. Thank you for being a valued APEC customer. Best Regards, WQA Water Certified Specialist APEC Water Systems ************************* APEC Customer Servicewrote Jan 16 (4 days ago) ********************************************************** Subject:************* Hello **********, Thank you for contacting APEC Water Systems and I am happy to help! Your new diverter was shipped on 1/12/2021. Tracking number: ************* ***************************************************************************** Thank you for being a valued APEC customer. ********** wroteJan 17 (3 days ago) *********************************************************** Thank you very much **** for the update and sending me new diverter. The original one has been leaking and I am looking forward to its arrival. My best wishes for New Year ! *** Consumer Response /* (2000, 7, 2022/02/03) */ Since filing the complaint, APEC contacted me and today I have received new part to replace the defective one. This matter has been resolved with the store and I thank you for your involvement. You can close this file with positive outcome. Yours sincerely, **********

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