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Business Profile

Distillers

Durastill

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Distillers.

Complaints

This profile includes complaints for Durastill's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:08/31/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 distiller water system (> $2000) from DURASTILL water systems (https://www.durastillwatersystems.com) back in January and was told it would take 3 months which I was okay with. It has now been 7 months and for the past 5 weeks they have been telling me every week that it is being sent out the next week. I am being strung along and it is outrageous that it takes them this long to send out a product that their website and salespeople said I would get back in April or May.

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 10, 2022/10/05) */ Unfortunately due to materials and parts shortages going back to the factory that's out of our companies control the lead time has extended. We've offered a partial refund as a sign of good faith ($227.00 on 9/1) and have maintained that if a cancellation is requested we would honor it and refund the remaining funds --in full-- no questions asked. Unfortunately there is still no exact ETA for the product due to unstable logistics, but will be released soon. Consumer Response /* (3000, 12, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's been 10 months since I ordered. Their current website still states that new orders would not take that long. They are not being honest with their customers on expected delivery dates as I was told it would take 2-3 months in January. I was told by customer support multiple times that it was being shipped out in that week (4 times through August). I appreciate the goodwill of returning 10% however this doesn't make up for the fact that I've been buying bulk distilled water for 6 months longer than I've been planning. It's not about the money, I need a distiller. Business Response /* (4000, 14, 2022/10/14) */ Update for the customer. We've been informed the product has been shipped. One of our customer service representatives attempted to contact VIA phone and left a message.

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