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:04/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought this Nuvio Chiller and I have had it for 6 months and 10 days and the chiller is broken and does not work anymore.....I paid $569.99 for it and they are telling me that there is no replacement or refund available. This Nuvio company is scamming people through their aggressive marketing in private social media accounts also.

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 this chiller on 5/10/2024. There is a one year warranty on the chiller. I have been trying to contact customer service for about a month now with no response. The phone number provided on the website is constantly a busy tone when called. They havent been no responses to my numerous emails stating that the chiller does not work. I sent them a video showing that the chiller is beeping nonstop, and a snowflake icon is displayed on the screen. I have attempted to troubleshoot and ****** search what the problem could be with no success. I am unable to get a hold of anyone at customer service and I am requesting to use a warranty to either get a replacement or a refund. I would be happy even speaking to somebody in customer service that could direct me on how to fix my current chiller. I spent a lot of money and Im very disappointed in the customer service.

• Initial Complaint

  Date:01/13/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Nuvio makes a number of hot and cool products. My wife ordered on November 27 a portable dry sauna and a Nuvio Chiller for cooling water for recovery.On December 25th I opened my Christmas presents and set up the dry sauna first. It was flimsy but ok.Three days later I went to take my Nuvio Chiller out from the double card boarded up boxes and saw that the chiller itself was completely crushed. I reached out to ******** at customer service and she said that because I opened the box after 30 days they wouldn't accept returns!Here is what is stated in the Nuvio policies.4. Parcels Damaged In Transit If you find a parcel is damaged in transit, please accept the parcel and contact our customer support at ******************************************* Our customer service team will help resolve the case.The phone number listed by the way only accepts SMS text messages and ******** shares the same news that I am SOL!I then spent an additional $157 dollars to ship it back and the company is refusing to accept the return.I'm sure that the working units are great but apparently I have $750.00 worth of damaged goods that my pro **** attorney will have to seek back in damages.Thanks ******** and Nuvio!!! Merry ************ wonder they get 1 of 5 stars on the BBB reviews as well.

• Initial Complaint

  Date:11/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 this device for my husbands birthday in the middle of September. We received the product defective. We reached out to the company immediately to either get a replacement or a refund. We have been getting the runaround from the company with no answers or solutions to the problem since the day we received it. We tried the text number that they provided and no one responds. We tried to chat option and no one was able to actually come up with the resolution. We emailed over ****************************************************************************************************************************************** a replacement. At this point we would like a full refund of $962.16 which is the cost of the order.

• Initial Complaint

  Date:10/22/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 a Nuvio Ice Chiller Machine 6 months ago. 2 months ago, the machine broke down and was unusable. For the last two months I've been back and forth with customer service trouble shooting the issues. I will reach out and explain that I've tried their suggestions, I'll wait for 2 days and they'll ask to send more videos confirming that the machine isn't working. Finally, because the chiller is leaking water out of the sides, I've given up. All I have been asking is that they adhere to their warrantee that if the machine breaks down in 6 months they will replace, but I'm now 2 month in and it's become obvious that they're not going to help. I have 2 months of email threads including the videos of the defective product if that helps.

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 bought this product because it touted in its website Try It Risk Free and 30 Day Money Back Guarantee. It was delivered October 4, 2024.I tried it once. It was incredibly loud to the point it couldnt be in the bathroom adjacent to our bedroom. It took 4 hours to get the water from 60 degrees to 52 in my bathtub, and it leaked water at the ports.I went to return it, and after 48 hours (theres no phone number to call, only email address) they continue to simply send me the fine print of their return policy that only unopened products can be returned. How is one supposed to try it risk free without opening the box?!?Ive chatted with a chat bot, texted the number on their website, and emailed with them asking for them to honor their Try it risk free and let me return it. They simply reply stating used items cant be returned and wont engage in conversation. Id like help getting them to honor their Try it risk free policy and let me return it.

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We bought the recovery chiller on 9/23/24 and received it on 9/28/24. We paid $510 for the product. The business advertised the water chiller as an incredible product, promising that it chills the water in the provided pod or bathtub down to at least 40 degrees Fahrenheit after 1-3 hours. We followed the set up instructions, and set the chiller up to start cooling our recovery pod. We allowed the chiller to run all night to get the water to the desired 45 degrees Fahrenheit. The chiller was started in water between ***** degrees per instructions. After running for 8+ hours, there was no change in water temperature. The water became hotter and was at 73 degrees Fahrenheit after chilling for 8+ hours. We sent the first email to the company for support on 9/29. We started troubleshooting per the instructions, and nothing has worked. We moved the water chiller inside our home to chill the bathtub, checked tubing connections, cooled the water before setting the chiller, tried different power outlets, tried cooling only 10 gallons of water, built a stand for plenty of room and ventilation, and nothing has worked. Instead of chilling the water, the water increases temperature by 2-4 degrees. We have ran the chiller from 2 hours to 8+ hours for desired changes and it simply doesnt work. We sent emails on 9/29, 9/30, 10/1 with no response from the support team. We reached out to our credit card company to cancel funding for the product due to fact that the company was unresponsive and their product was not living up to their claims. Only after canceling funding, we received an email from the company on 10/2 asking for proof of our claims. After experiencing such issues with the company, I researched if others have experienced similar issues. I found that multiple customer who purchased the same product has had the same issue with the chiller not working and living up the the companies claims, and ***** received any support from the company on resolving the issue.

• Initial Complaint

  Date:09/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a water chiller from Nuvio in April. August 19 the unit stopped operating properly. Their stated warranty is free replacement within 6 months of purchase. I have been dealing with them since August 20 and they have not replaced the unit. I have been stalled, given other reasons while the unit might not be working, and then finally told they would replace the unit. Since that email I have not heard from them and they have not returned my emails asking for shipping confirmation.

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  7/9/24 I purchased the chiller for an ice bath. Nuvio advertises the product to chill and maintain water temp as low as 39 degrees. The manual stats 80 gallon maximum capacity. Manual also states a 6 month warranty and replacement unit in most cases if unit does not perform as advertised. I hooked up the unit and it worked great for about 40 days at a varying setpoint from 60 degrees to 56 degrees. Then the temp started to creep up due to body heat to 57, 58, 59 and so on. I purchased a chiiler so i would not have to mess with ice. I was initially trying to slowly drop the temp over a couple weeks from 60 to 50 in order to acclimate to taking baths. The unit should not have an issue with this per their advertising. 39 degrees is much colder than 50. I reached out to nuvio they had me perform a 5 hour test. That is some of the pics attached. Starting temp was 64 degree, 1hr temp 63.6, 2hr 63.3, 3hr 63.1, 4hr 62.7, 5hr 62.4. This is all with the unit inside in a 77 78 degree room with only 50 gallons of water per the test requirements. Manual stats the unit should chill water from ***** degrees to ***** degrees in 1-3 hours. I even cooled the water to 51 degrees with ice after the 5 hr test and set the unit to 53 degrees. It did not maintain that temperature. Rhe water creeped back to 57, 58 degrees. The unit obviously did not perform anywhere near advertised expectations during the test and all they will offer is some free ice packs. I would like my money back ideally so I can purchase a quality unit for 3 times the amount that actually works. Nuvio is falsely advertising the capability over time of the unit or falsely advertising their warranty if a faulty unit is sent out. I expect they are have many complaints so they are not wanting to replace units. I would have been happy with a replacement if nuvio had just sent it and not forced me to file with the bbb in order to protect other customers from their false advertising. Now I'd like a refund.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a cold plunge chiller from the company in March on this year. Within the first month it was leaking terribly from the inside of the unit. This was causing my cold plunge to lose water. I emailed them and they sent me a new chiller unit but it doesnt work at all. I informed them of this but they just ignored me and kept passing me off to different people. I now have two chiller units at my house and neither work. I would just like my money back.