ComplaintsforSpringwell Water Filtration Systems

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a full home, water softener filtration system, chemical injector system, UV filtration system, reverse osmosis system from Spring Well water systems. Before buying the system, I was told that it was an easy install, and that anyone including the homeowner, Handyman or Plumber could easily install it. They sent me a list of plumbers who were their recommended installers.Half of the numbers were disconnected and the other half refused to install this system. I called between 15 and 20 other plumbers with all of them refusing to install the system. I called the company because I could not find anybody to install the system with little to no help . I requested to return the product which is still packed in its original boxes and was given a customer service number to call. I left messages and emailed with no call back. I finally got in touch with a customer service representative today. He sent me instructions that were difficult. I am now finding out that I am responsible for sending this product back on my dime and could be charged a restocking fee. If they had leveled with me upfront on the difficulty of installing this and how much trouble I would have for someone to maintain I wouldve never bought this system. Instead, they reassured me over and over that the system was easy to install, and I would never have a trouble out of it. They also had a six month guarantee that does not cover installation charges or the return postage. When I contacted ***** today to send it back, it was going to cost me hundreds of dollars. I was lied to over and over about the system and was never given a true answer or resolution to my problems. I was never told on the trouble I was going to have to have it installed and maintained. I am a senior aged woman, Not a handyman so I cannot install the system and they knew this upfront. This company does not care about customers or reputation. I would like them to have this system picked up and returned with a full refund.

  

  Business response

  08/06/2024

  Today we are moving forward with a refund....we have sent return labels to have placed on units and returned to SpringWell Water....Customer received the updated email from ******************************************* in regards to the return policy.....waiting for the arrival of the return products to start the refund process.....

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the Springwell water filter last year and we just now installed it with a licensed plumber June 2024. After installation, we bought a water test and tested our water to have 3x the amount of bacteria of the *** limits. The carbon filter is causing bacteria to linger in our pipes and causing our family to be sick. Ive called Springwell and asked for my money back and they have refused to call me back stating their 6 month guarantee online. Ive only had it installed for 1 month and having health issues. This company should be ashamed of themselves that they dont put any warning on their website about bacteria from city water.

  

  Business response

  07/29/2024

  Tech Support Team reached out to the customer in regards to the concerns with her whole home water filtration system , we have educated  the customer in regards to the chemistry of the water, and how the whole home water filtration system may affect the Chemistry.  Since then we have issued a Full Refund........

  Customer response

  07/29/2024

   
  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

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have their full system in my house. Bought everything from them except uv filter.Bought replacement lamp and its beeping was told I need to insert a key to fix internal glitch. Simple fix.Then they wont give it to me because I didnt buy directly that one part.$5000 system and thats what they say

  

  Business response

  07/23/2024

  SpringWell Tech Team will be reaching out to customer with resolution today. We will be mailing out the correction keys for the ** System..

  Customer response

  07/23/2024

   
  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

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 28 2023 I purchased a whole house water filtration system from spring well. Almost one year to the day the water regeneration action started spewing saltwater all over my garage. a water filtration tech came and diagnosed the problem but did not have the part that needed to be replaced.When I called Springwell customer service "****" kept insisting that I troubleshoot this and troubleshoot that. When I contacted "*****" ****'s supervisor he told me that I should work with customer service (****)

  

  Business response

  07/26/2024

  Today the ** Tech Team & GM have reached out to the customer for added Support. At this time we are awaiting a response from the customer so we can move forward with assistance to have the Whole Home Water Filtration System corrected of the concerns. Possibly we need to do a diagnose of the system, and if issues arise we will move forward with warranty replacement. However to make the correction needed we need the full support from the customer. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a combo whole house filter and water softener. It cost over two thousand dollars. I had to wait a few months to install because most licensed plumbers are now charging over one thousand dollars to install water systems. I had a licensed plumber install the unit and he is installing water softeners all day long. The water softener is faulty and released the ion exchange beads into my plumbing off my house. Mind you all the plumbing in my house was redone for years ago so its new. Now every single shower head, faucet, and toilet is clogged. I now not only need a new softener and filter but have to replace all my faucets, shower heads, and clean the lines. For the cost of the product and the need for water for survival these issues should be treated as emergencies and resolved quickly. Order number: ******

  Customer response

  03/23/2024

  This has been resolved by the company. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  November 2022 i contacted springwell about a whole home filtration system for my private well. They recommended getting a water test through their testing company, ETR Labs. The results came back and they recommended a Well Filter plus Salt Softener Combo + UV treatment. This system clocked in at $4088.10!! Not including installation. This company does offer a 6 month satisfaction guarantee but I did not get the system online until February 2023. We first starting having issues in June 2023 when we began seeing iron staining in our toilets and shower. It was recommended that the back-flush setting be adjusted to happen more frequently. This did help temporarily. In August 2023 our water began to stink! Not like sulfur or iron but like asphalt!! At first I thought it was venting back up from my sink but after my wife complained, I began to look into it and contacted springwell again in September or October 2023. It was recommended the well be shocked (with no instruction). I questioned this because we have UV treatment and that should be making any harmful bacteria inert. The shock had no effect and they directed me to bypass my softener and see if it made any difference (it did). After new water tests, at my expense through their third party tester, ETR Labs and submit the results. It turns out that based on my original test results Springwell should not have sold me the system they did and with my new test results, the UV was being ineffective and that chemical injection and a carbon filter would be needed. The upgrades cost an additional $1100-$1200, not including installation! I told them I was unable to purchase these upgrades and asked for them to make the situation right but returning the UV and sending me the chemical injection system to replace it. They refused. All I want is clean, good tasting water! I’ve invested $4088.10 for filtration and now I can’t even drink the water because it smells and tastes awful!!

  

  Business response

  12/08/2023

  We are very sorry this system did not work for your well water.  There are times when well water can change.  Water levels, weather changes, construction near the well, situations like that.  We are not saying this happened but it does appear you have a pretty bad bacteria in the well causing these problems.  At this point we are choosing to give you 100% of your money back to you to resolve this situation.  Thank you and have a great day!

  Customer response

  12/08/2023

  
  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

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a Salt Based Water Softener system from Springwell, in the amount of $1,685.44. The order was received on July 25, 2023, and installed today, on July 30, 2023. The Brine tank is defective. It will not fill with water. No water enters the tank, not even a drop. I paid double the price of other systems because this was supposed to be a "premium" system. For the Brine tank to be defective right out of the box is unacceptable. I want two return shipping labels sent to me so I can return this defective product. I absolutely do not want a replacement. I am not willing to give this company a second chance.

  

  Business response

  08/03/2023

  Customer was called first thing Monday 7/31/23 to go over our return policy as she is entitled to our 6 Month Money Back Guarantee.  As of this post which is August 3rd 2023 the customer still has not returned our phone calls or our email requests.  A couple of claims here that we certainly do not agree with.  First off the system was literally just installed.  Why would you run to the BBB and bad mouth a company that hasn't even been able to trouble shoot the installation?  Was the main water turned back on?  Did the installer have it out of the bypass function?  Was a bypass installed by the installer and that was turned to the on position?  We do not know because the customer will not talk to us to confirm any of those situations.  You paid double for the same quality system?  Can you please provide proof of that?  To say that on this forum implies we are selling expensive systems that do not work.  That is a pretty big accusation with absolutely no proof.  As far as we are concerned we would rather you return the system and we will give you a full refund.  You are not the type of customer we want.  You are impulsive and angry.  We are not sure what you do for a living but we would not say bad things about you or your products without first having all the details.  So the BBB and ****** will let you post whatever you want because you are the customer we get it.  Wouldn't it be better to talk to us and let us fix this or refund you first?  What has happened to our society when all you do is jump to conclusions and bad mouth hard working Americans just trying to make a difference for their customers?  Please call us so we can refund you and you can go get the system you really want.  Thank You!

  Customer response

  08/07/2023

  Please cancel / close it. Thank you.

  

  Business response

  08/08/2023

  This customer has accused SpringWell Water of lying to her.  We have never lied to this customer.  We have only reached out to help her.  We absolutely left messages and emails.  Why would we tell lies?  So now she wants to keep the system and is satisfied.  Ok great so how do we get her to remove her complaint from ******?  This is why these systems are not fair to companies that sell online.  How can the BBB, ****** or any other rating system be fair if the customer can immediately go bad mouth a business?  Just like in this case had there been a waiting period, say of 4-5 days after installation of the system this would never had happened.  We sell water filtration systems.  Every installation is different.  Some have low water pressures some have high.  Some have small pipes some have big pipes.  The systems have a break in period kinda like a new motor in a car it takes a minute sometimes to remove all the air from the lines and system after installation.  That is why it would be wise to have a waiting period.  We have several man hours in this situation and we strive to make it right by the customer or fully refund them.  Is there any chance you can get her to remove the ****** remarks?  It is just not a fair system!  Something has to be done with complaints like this it's absolutely ridiculous! 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a whole-house filtration system along with a salt-based water softener and an under-sink reverse osmosis system. I paid $2,794.22 for the house filtration system and $457.84 for the reverse osmosis system. My order # was *******  A professional plumber installed all system components. The whole house system is working fine but the reverse osmosis system was flushing all water into the drain and would not fill the storage tank. Thus it was unusable. I called technical support on Thursday, May 18. The tech support person stated the issue is only caused by tampering with the Flow Regulator to the drain and that would void my warranty. I then told them it was just installed and has not been tampered with. He then told me to check the membrane and take pictures of it and all of the packaging. When I checked the membrane, it was discovered that the Flow Regulator was missing and was not included in the packaging. I called tech support back and they told me I am the only person this has ever happened to. They then told me again I had to send pictures of all packaging so that they can find out who packed it and they could be dealt with. I asked if they could just send me the part and they told me no. They then said it is actually manufactured by ****** *********** and I could contact them. I asked if they could provide the number and I was told "You can ****** it". I called Nelsen and they will not send me or sell me a part as they only sell wholesale. I have sent all pictures to tech support and have not received any response; it has been a week since sending the information. I followed up on 5/25 and did not receive a response. At first I only wanted the missing part but now I cannot trust the product or their technical support and want a full refund of the $457.84 I paid, without a restocking fee. The issue is their fault and it needs to be rectified.

  

  Business response

  05/30/2023

  We are very sorry for this mishap.  We are reaching back out to you today to get this situation fixed and get the R/O system up and running as it should.  A couple of things our tech team shouldn't have done was have you ****** or call anyone.  We sincerely apologize for that and the tech member will be warned about their behavior.  It is not in our business culture to pass the buck to anyone so like I said we are reaching out today to get this fixed for you.  What did happen was the plumber threw out the Flow Control Regulator.  The reason we know this happened is it happens often. We have repacked these systems in many different configurations to try and not have this happen as it is a small piece and for some reasons plumbers discard or lose them.  Again we are sorry for the inconvenience and will get this rectified ASAP.  Thank you again for your business!

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We spent almost 5k on a ULTRA Whole House Water Filtration System w/UV for our brand new house in Oct. 2019. We started having problems 6 months in, SpringWell finally replaced the entire system 1 year after purchase (Nov. 2020). About 4 months into newly replaced system we started having problems again (Mar. 2021). We have spent the last 5 months trying to get assistance resolution with ************************* with no return calls and no resolution. Every single toilet, fixture, tile and appliance in our home is ruined and damaged beyond repair. See pictures.

  

  Business response

  12/08/2022

  First off we would like to say we are very sorry that the system you purchased from us did not fix the issues you are having with your water. We do take some responsibility for this as it should have been addressed before we replaced the system in September of 2021. Being that you are on well water it is impossible for us to know what is causing the issues unless the water is properly tested and that is something that should have happened before the system was purchased. We can't recommend something for your water unless we know what we are up against and no ************** are alike. Our Manager ***** is working on this now and we thank you for allowing us to send you the third party extensive water test kit. Once we get the results we can get to the bottom of the issue and get it fixed. This will not cost you anything for the system you will need. In our industry unfortunately there is not a one system fits all for well water it can be very tricky. Again, once we get your tests results back we can get you on the right track. Thank you!

*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. ↩