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:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 provided a water test to Springwellwater and was sold a whole house water filtration system to remove the iron and other contaminates in the water. After 3-4 months I started having issues, lots of iron in the water. It smelled bad and was discolored. I spent months going through different troubleshooting procedures to to avail. They eventually told me i need to purchase another ****** dollars worth of equipment to take care of the issues. I have had a 3rd party come out and do a second test of the water, I'm getting 2.5PPM of iron through the filter they sold me that's supposed to filter out all of the iron. I do have a company coming out tomorrow to replace the filtration system as the water we have coming out of our faucets is extremely dirty and not usable.

  

  Business Response

  Date: 03/31/2025

  Good day BBB,

  After reviewing this account, we found that the client was working with Tech Support on the corrections needed for the chemistry of the Well Water conditions he is currently dealing with.  The Team found that the system that the client  currently has is  only removing Iron, Sulfur, Manganese from the home water. Customer needs to add more equipment to handle the Chemistry of the Well Water, Iron bacteria, etc. We are willing to work with the client to make the warranty changes needed on the current system to have it up and running correctly, as well as willing to support by adding the necessary equipment to better support clients Well Water conditions. Please reach out to Tech Support/**** *** he is the gentlemen you were working with. thank you. 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23105810
  
  I am rejecting this response because:
  

   

  I have been working with tech support for months and months all the while my water is not usable for anything.  Showering, laundry etc.  I was assured the equipment that I have Already purchased would be adequate, that's why I sent the water test results so they could see what was in the water and make proper recommendations.  Being told this will work and then having them try to sell me thousands of dollars in additional hardware when they clearly don't know what they're talking about is a very poor business strategy.

  
  Sincerely,
  
  *** *********

  Customer Answer

  Date: 03/31/2025

  I forgot to mention there is no bacteria in the water.  I've got the water tested twice.  Once about a month ago and once right after the well was drilled.

  

  Business Response

  Date: 04/04/2025

  After reviewing Well test results we've decide to move forward with a refund of the whole home water filtration system.  You will be receiving another email from ******* Support/**** *** with the final instructions for the process of the refund. Thank you again for your patience while we were reviewing your account, please feel free to reach out to SW with any further questions or concerns. Have a wonderful weekend. 

  Customer Answer

  Date: 04/10/2025

   
  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 if the company issues a full refund as stated in their response.
  
  Sincerely,
  
  *** *********

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased a whole house well water filter system from Springwell Water Filtration Systems on May 6th, 2024, for $2,229.46. The primary reason for purchasing this system was to effectively remove iron from our well water, as recommended by their sales team based on the water report we provided. Additionally, their website clearly states that the system would not restrict our water flow or pressure.While the system does adequately remove iron from our water, it has drastically reduced our water flow and pressure to unusable levels. This issue has persisted since the installation of the system. Upon contacting their customer support team, we were informed that the problem was due to our water chemistry. Following their advice, we conducted another water test, which yielded the same results as the initial test.The seller attempted to remedy the situation by sending us replacement parts and suggested solutions; however, these efforts were unsuccessful in resolving the issue. It is evident that the system recommended by Springwell Water Filtration Systems does not perform as advertised with respect to maintaining water flow and pressure. Furthermore, their suggestion to install an additional system (that their company does not even sell) at a higher cost than the current system is both unreasonable and impractical. Additionally, their refusal to exchange the current system for a more suitable one, offering only to replace it with the same ineffective system, does not address the problem. We have provided them will everything they have asked for in the form of testing, additional water tests at our cost, and videos and pictures of the issue.We request a full refund for the system. We believe this is a fair resolution, considering the significant inconvenience and cost we have incurred due to the inadequate performance of the system and this issue has caused substantial disruption to our daily lives. We have copies of all correspondence with the company if needed.

  

  Business Response

  Date: 02/07/2025

  Afternoon, 

  After further research we have decide to move forward with the refund of the whole home water filtration system. I see you are currently working with the ***************. To move forward with the refund process please follow the instructions laid out by the Tech Team...you should have received an email regarding the instructions. Once we receive all pics of the system drilled out we can move towards the refund process. We look forward to your email, and to have this case finalized. Please feel free to reach out to us with any further questions or concerns. have a wonderful weekend. 

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In December 2023, I purchased and had installed a whole house filter and salt-based water softener from Springwell Water Filtration Systems. The installer that I used was one recommended by Springwell. In a little over a year, the system has failed to operate on three separate occasions. In March 2024, the softener stopped working, i.e. the water was not softened and tested at the same level as the outdoor water. After extensive fruitless interactions with Springwells customer support, I hired a local plumber to look at the system. He called Springwells tech support office, and together they concluded that the softeners electronic head and valve needed to be replaced. Springwell sent the part, and my plumber installed it. In September 2024, the softener failed again. This time, working with Springwells tech support, it was determined that the pump inside the brine well was defective. Again, Springwell sent a replacement part, which I was able to install myself. In December 2024, the system stopped working again. With three failures within the first year of use, I realized that I had a lemon, as defined by State and national lemon laws. I was simply tired of dealing with these types of problems on a new, expensive appliance. I requested a refund. As others have reported to BBB, Springwells warranty and return policies are unbelievably bad and unethical. I was advised that in order to obtain a refund, I would need to package and ship the system back to Springwell - at my expense, and the return would be subject to a 25% restocking fee. Springwell sold me a faulty system that clearly classifies as an appliance lemon. I have subsequently found a replacement for this system, and disposed of the defective products. While I will concede that the installation costs, and the repair costs that I incurred trying to make their system work may be lost money for me, I would like Springwell to refund to me the full cost of the system - $2,253.78.

  

  Business Response

  Date: 02/04/2025

   Good day, 

  Our apologies for the difficulties you have had with the ** Whole Home Water Filtration System. It looks like you were working with Gabby in our ******************** with the system issues,  I have reached out to her to give further instructions to move forward to the refund process. We will be moving forward with a refund for the amount of $2,253.78. I have update your account with these particular instructions. Please allow ***** days for the refund to process once all pics have been updated per instructions you will receive.  Please feel free to reach out to Us with any further questions or concerns. Have a wonderful day.

  Customer Answer

  Date: 02/05/2025

   
  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.  I contacted the business to clarify one point, i.e. the Springwell system has already been disposed of by my plumber, so I can't take pictures of the "drill out" process.  Their respose was very reasonable - they will proceed with the refund without the pictures.  
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  On July 27th, 2024, I received my order #****** from Springwell. Since this transaction, my living situation has changed and I would like to return this item which is still in its original packaging. I have called their customer representative line many times with no success, and I have emailed their service department with no reply. I am simply seeking a return and a refund for this equipment, but I am unable to get in contact with their representatives.

  

  Business Response

  Date: 01/06/2025

  Thank you for reaching out to the BBB for assistance  with your refund process I have started a ticket with SpringWell Tech Support Team to reach out to you via email with the return policy for the  whole home water filtration system. A member of the SpringWell Tech  Team should be in contact with you soon. This will be corrected then. Please feel free to reach out to SpringWell with any further questions or concerns. have a wonderful day. 

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 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

  Date: 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

  Date:07/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:07/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  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

  Date: 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

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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 Answer

  Date: 03/23/2024

  This has been resolved by the company. 

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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,
  
  **** *****