Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a product I do not need because the purchase was tied to a business opportunity that was introduced to me as an investment which I eventually understood to be sales. I at the point of this realization expressed that I do not like sales, had never engaged in sales or marketing and do not intend to start now. The sponsor insisted there was no return policy and led me to believe that till the statute of limitation had elapsed on the sale. I had signed a document but in all these I was taken advantage of in the sense that I was so busy with my job and didnt read the fine print.

  Business response

  12/24/2024

  Hello, 
  
  
  Please contact our office for further assistance. 
  Office hours are Monday - Saturday 6am - 6pm PST
  Phone: ************
  Email: ************************************************************ 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear bbb I am writing to bring to your attention a billing dispute I have with Enagic USA. I recently received a final notice from them stating that I owe $4,320 for a machine I purchased from them. I would like to clarify that I initially purchased the machine to join their business, but later realized that the business model was a pyramid scheme. Upon this realization, I contacted Enagic USA to inform them that I wanted to return the item. However, I was informed that I had already exceeded the return date. Subsequently, I missed a payment, and they sent me a letter threatening to send the account to collections if the outstanding amount was not paid. I was actually anticipating this action so that I could settle the matter through the collection agency. To my surprise, years have passed, and Enagic USA never followed through with sending the account to collections. Yet, I recently received a mail from them claiming that I owe $4,180, even though the business account had already been terminated. It is concerning that they continue to charge me for an amount that should have been resolved when the business account was terminated. and i am willing to return the product, I would appreciate your assistance in resolving this matter and ensuring that I am not unfairly charged for an amount that should have been settled when the business account was terminated. Thank you for your attention to this issue.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received a letter threatening legal action for a product never ordered, never even search for or desired, and certainly never received. I don't even really know what they sell at their company that I have never heard of but know and I have no water treatment.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online order with Enagic USA and provided all my personal information, including my Social Security number, date of birth, and driver's license. I entered my personal address on the order form, verifying that I was submitting the order under my personal name. When the "ship to" address section came up, I wanted the package to be sent to my company, which I selected as an option on their order form. A day later, I received a *** tracking number, and everything appeared to be fine with my name on the label as requested. However, on the date of delivery, the *** tracking number showed that the sender requested the package be returned before it was delivered. The package was indeed returned to the sender in *****. Enagic then emailed me, stating they couldn't contact me and needed more information about my business. I responded via email, clarifying that I never intended to register under a business. I only wanted the package shipped to my business address, as this was an option on their order form. All my personal information was entered for the order, and I reiterated that it was a personal order. Despite this, Enagic continued to demand more documents about my business, which I never authorized. They then stated that if they couldn't contact me, they would cancel my order. This is extremely unprofessional and possibly illegal. This has happened to other customers as well, where their personal orders were intercepted and held for additional, unnecessary information. Enagic intercepted the package, which I paid for, and did not respond to my emails for days. They still have my money, and I have not received my order. Their customer service is unresponsive, and there are numerous online complaints about similar issues. Enagic needs to be investigated for their inconsistent order processing, poor customer service, and potential legal violations. They pay out 70-80% of the product cost via commission to distributors, which raises additional concerns.

  Business response

  08/08/2024

  Hello, 

  Feel free to contact our ********************* for assistance with this matter. The office email is ****************************** or you may call ************ Mon - Sat 9am - 6pm PST 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Never received me package. *** sent it back so I asked for a refund. Did not receive my full refund. Very rude customer service. One hung up one me. They kept transferring me to different people. The person the sold it to me did not help me in any way with the program.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased a K8 Machine from Enagic in Canada 2020-11 for $5000 + Canadian Dollars.They issued us this ID#:*********** and the order number#*************.We made this purchase through one of their distributor ******************************* purchased the machine for our urban farm to help with irrigation for plants but also for us to drink clean water without impurities and chlorine that we could also share with our community members who were facing health challenges.. We later found out that the machine did not do what they claimed. the filter did not removed chlorine from the water of which was the primary cause for the purchase and that intern will not improve our overall health.We reached out to them and asked for a refund as the machine is still in excellent condition. They tried to give us the run around but we persisted until they sent a form of which was signed and date on March 2024 sent it back to them requesting a refund. We would like our refund so we, however you can assist us with that would be greatly appreciated.Thanks

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Received a letter in the mail today stating that I owe $4,580.00 for a water machine.I have never heard of this company. I never purchased a water machine. I called and spoke with ******* and explained to her that this is not my bill and that I never ordered a water machine. I asked her for the dispute department she said there is no dispute department and insisted that I make payment. The email address she provided is not mine. She correctly said my social security number and address. I have never received a call from this company regarding this matter. This conversation ended with a threat for collections. I truly believe this is fraud. Also, this info is not on my credit report. Please help with this matter. Thank you

  Business response

  05/24/2024

  Hello, Please contact the ********************** to resolve this matter. You may call their office at ************ Mon - Fri 9am - 6pm PST 

  Customer response

  05/24/2024

   
  Complaint: 21738307
  
  I am rejecting this response because:
  ************* asked for my DOB. I will not provide this info.  They shouldnt have my DOB on file bc I did not order this water machine. They do not have the correct email address or my telephone number in which they did not have until I initially called them. My initial call to them did not require my DOB.  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an alkaline water system for $3180 on August 16, 2022, via a digital business platform. This business platform is committed to a decent earning by buying this system and boosting the business. However, the system only paid if I searched for multiple new members who would purchase similar or higher-priced items from the business platform. They do not mention that I need to make a new member at the beginning, i.e., they falsely sell us products and force us to sell to new people to recover our investment, let alone earnings. They have a very short window to return or replace and most of the people will not figure out what they should do within this timeframe. Also, the restocking fee and return fee are insanely high, so most of the buyers do not want to return them.The business platform which basically are individual members, are falsely selling the product after they are trapped in the ********** marketing scheme. I wanted my refund from them.

  Business response

  04/18/2024

  Hello, thank you for sharing your concerns. For assistance with this matter, please contact our ************************ ****** hours are Mon - Sat 6am- 6pm PST. Phone : ************ or email **********************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my Kangen water machine last Nov as a gift for my husband and had it installed in Jan. I used a recommended Kangen plumber, so I know it was installed correctly. Almost right away I started having issues which I documented to my sales person. On and off the water started tasting fishy, oily, and like chlorine. The panel also stopped working consistently. I called my plumber to make sure it was installed right and it was. I changed the filter and followed all the maintenance requirements to no avail. I then had my house water tested to see if maybe that was the issue, this is a new house we just built. There were ZERO issues and incidentally when the machine wasn't hooked up our water tasted just fine. I then started contacting Enagic.I had a very hard time getting ahold of someone and when I finally did the guy I spoke to was beyond rude, insisting my water must be the issue. When I explained my water was tested he didn't care. Finally after insisting they agreed to look it. They sent it back, CHARGED me a maintenance fee and said there was no problem. I hooked the machine back up optimistic that any issues had been resolved, but within days the taste was back. I reached out again and again went weeks without getting a response. I reached back out to the person that sold it to me and she reached out to them. She was ASSURED by a guy named **** that I would be sent a replacement. When I followed up with him he told me they actually wouldn't be replacing my machine because my water was the problem. I again assured him my water was fine. Finally I get an email from him saying that he found out there is actually a known issue, and if your home water is a certain PH it is not compatible with their machine. He then wrote that he is ashamed of his company because this is not disclosed, but the company was still unwilling to do anything but take my machine back in to look at again which is a fruitless gesture since they found nothing wrong with it the first time.

  Business response

  03/18/2024

  Hello, Please contact our *************************** for assistance with your unit. Our office number is ************, you may email us as well to **********************************

  Customer response

  03/20/2024

   
  Complaint: 21390045
  
  I am rejecting this response because: I have reached out to them several times and even sent my machine in. There is a known issue with these machines and certain water and this is not reported anywhere. I now have 2 different people that have confirmed this issue. My machine is unusable at this point. 
  
  Sincerely,
  
  ***************************

  Business response

  03/20/2024

  Hello, for assistance with this please contact customer support via phone or email at ************ and ********************************** Mon-Sat from 9am to 6pm PST. You may also reach out to the CA ****************** directly via phone or email and ask to speak to their manager ******* at ************ and ************************************* Mon-Fri from 9am to 6pm PST. Thank you. 

  Customer response

  03/22/2024

   
  Complaint: 21390045
  
  I am rejecting this response because: I have already spoke to all of these people. They are unwilling to do anything. I have all these communications in writing. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a call a few months ago regarding that I owe money to them for a product I did not buy. They had my name and email but I did not buy any products from this company. They sent me an email with the invoice and an address with a ************** address I have never seen before (I live in ****) and my name was spelled wrong. I told them it was identity theft/fraud and that I was filing a dispute for it. I used identitytheft.gov to submit the dispute and emailed them the letter that indetitytheft.gov told me to email to this company. Fast forward to today (9/19/23) I have gotten a call from them after blocking their number and they left me a voicemail. Leave me alone! I did not buy your products and have already submitted identity fraud claims with forms to you. I have no obligation to pay them under the law as I did not purchase the items from you, but someone else did under my name and information. I was told to let them know within 30 days of the original phone call to dispute that I did not purchase it so I emailed their head of department and I got no email back. They are just trying to scare tactic me and that illegal, I know my rights and like I said I have already filed with identitytheft.gov and I have the papers.

  Business response

  11/11/2023

  We have forwarded your inquiry to the ********************** for their review. If you wish to contact their office, feel free to call them at ************. Mon - Fri 9am - 6pm PST

*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. ↩