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:02/04/2025

  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.

  I am filing a complaint against iSpring Water Systems regarding their WCFM500K whole house water filtration system and associated components. My concerns are as follows: 1. Undisclosed pH Increase: iSpring failed to disclose in any of their materials or during communications with their sales/chat staff that their system would significantly raise the pH of the water. After installation, our water pH has increased to 9.59, which is well above the recommended range for drinking water. 2. Inadequate Solution: iSpring is now suggesting that I need to add an RO system and individual filters at the shower heads to address this issue, which would incur additional *************** Impact: I have spent $3,969.40 on the equipment (WSP50ARB - WF150K - WCFM500K - EDV2 - UVF55S), which iSpring confirmed was appropriate for my well water containing iron and manganese. Additionally, I paid $3,171.40 for professional installation. 3. Health Concerns: A pH of 9.59 is significantly alkaline and could potentially cause health issues. This level of pH is outside the *** and WHO recommended range for drinking water (6.5-8.5). 4. Misrepresentation: The system was sold as a complete solution for my well water issues, but it has created new problems while not fully addressing the original concerns.I am seeking a proper, no-cost resolution to this matter from iSpring. If they are unwilling to provide this, I demand a full refund for the equipment ($3,969.40) and remuneration for the installation costs ($3,171.40), totaling $7,140.80.I would not have purchased nor installed the iSpring system if I had been informed that it might increase the pH of the water to such a concerning level. This lack of disclosure has resulted in significant financial loss and potential health risks for my household.I hope that through the BBB's mediation, iSpring will address these concerns and provide a satisfactory resolution.

  Business Response

  Date: 02/06/2025

  The system purchased WCFM500K is a whole house system, recommended for removal or Iron, Manganese, and H2S (Hydrogen Sulfide Gas).  This system (Point of Entry to the home) is intended to protect appliances in the home and to remove Iron and Manganese (Heavy Metals) and H2S Hydrogen Sulfide Gas.  This system is NOT intended or marketed as a drinking or cooking water system for the home.  ISpring Water Systems LLC sells specific systems for drinking and cooking water that are point of use systems that are designed for drinking and cooking water purposes, for which the customer did not purchase.  The initial complaint is that the system would cause an undisclosed increase in ** of the water.  This information is specifically stated in the Product Manual for this system as stated under the media section in the user manual. The effect of the filter media in your water is actually mentioned in the user manual. The ******** is dedicated to iron and manganese rejection and the pH increase is a byproduct of this process due to the type of media used.  This information is under the Media Section in the user manual and states:  The energy of the media is very aggressive at system startup and calms down by continuously backwashing the system for 1 to 2 hours. It retains enough buffering capacity when it reaches a stable ** of 8 to 10 **.  iSpring Water Systems LLC also provided additional information to Mr. ********** about this process and byproduct of the ** increase due to the water chemistry when the media in the system is used.  The customer did use due diligence to review the user manual both before purchase and before installation of the system.

  As a resolution, Mr. ********** was offered a completely free of charge Reverse Osmosis system intended for drinking and cooking water at no cost the the consumer but declined this and stated he wanted a whole house RO system for which iSpring Water Systems LLC does NOT make or manufacture.  Mr. ********** is requesting a full refund of not only the system in question but other systems purchased that are working in the home. (All products purchased are whole home systems NOT intended to make the water drinkable and are NOT marketed for the purpose of making water drinkable or for cooking purposes.) Mr. ********** is also requesting that all installation fees be refunded.  iSpring Water System's policy is that we do not pay or reimburse plumber or installation costs.  At no point did Mr. ********** request a return of the products or offer to return the equipment to iSpring as part of iSpring's Return Policy. Nor did Mr. ********** request a copy of iSpring's Return/Refund Policy.  

  Thank you,

  iSpring Water Systems LLC

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22897024
  
  I am rejecting this response because:

  I am writing to address the inaccuracies and misleading statements in iSpring Water Systems LLCs response to my complaint. Their reply misrepresents key facts and fails to acknowledge their responsibility for the issues caused by their WCFM500K system. Below are critical corrections and clarifications:
  1. Misrepresentation of System Purpose
  iSpring claims the WCFM500K is NOT intended or marketed as a drinking or cooking water system. This is false.
  Pre-Purchase Assurance: During a detailed chat with iSpring representative Brizeyda on November 27, 2024, I explicitly shared my well water test results (1.5 ppm iron, ***** ppm manganese, pH 7.88) and was assured the WCFM500K would treat my water for drinking purposes. Brizeyda confirmed:
  The WCFM500K will also take care of the level of iron and manganese and the WF150K is designed to address heavy metals, pesticides,and VOCs.
  At no point was I warned that the system would render water unsafe for consumption or elevate pH to hazardous levels.
  Marketing Materials: The systems product page and retailer specifications describe it as part of a whole home solution for well water, with no disclaimers about non-potability.
  2. Failure to Disclose pH Risks
  iSpring claims pH elevation is specifically stated in the Product Manual. This is misleading:
  No Pre-Purchase Disclosure: The pH risk was never mentioned during pre-sale consultations, despite my sharing a full water test.
  Post-Installation Surprise: The manual is not something a consumer is known to review prior to purchase, especially when iSprings representative stated the system would be right for a well.  The reference to media provided via email after the sale is not in the manual download link provided on the website (**************************************************************************************************************) .  That link actually goes to WCFM400K and does not contain the reference  buried in a Media Section, as noted by iSpring. NO warnings about health risks or ***/WHO violations. A pH of 9.59 far exceeds safe drinking water standards (6.58.5) and poses documented health risks, including skin irritation and alkalosis.
  3. Invalid Resolution Offer
  iSprings offer of a free reverse osmosis (RO) system is inadequate:
  RO Systems Are Not Whole-House Solutions: As iSpring admits, their RO systems are point-of-use, not whole-house. This contradicts their original recommendation of the WCFM500K as a comprehensive solution.
  Forced Additional Costs: Requiring me to install multiple RO units (e.g., at sinks, showers) to address a problem created by their system is unreasonable and financially burdensome from both a product and installation cost.
  4. False Claims About Returns
  iSpring alleges I did not request a return. This is untrue:
  

  Direct Refund Demands: I explicitly requested a demand for the $7,140.80 spent (equipment + installation) in prior communications.
  Retailer Coordination: I am returning the products to the retailer and pursuing damages through legal channels.

  Next Steps
  

  Given iSprings refusal to accept responsibility, I will escalate this matter through:
  

    1.  Washington Consumer Protection Act Claim: Seeking treble damages for deceptive practices.
    2.  FTC Complaint: Citing iSprings history of FTC penalties for misleading claims.
    3.  Georgia Attorney General Complaint: For failure to resolve fraudulent misrepresentation.
    4.  Washington Secretary of State Notice: iSpring is not registered to conduct business in **********, violating state law.
  

  iSprings BBB response confirms their disregard for consumer safety and transparency. Their actions violate *** guidelines and state consumer protection laws, warranting immediate accountability.
  

  Sincerely,

  
  ***** **********

  Business Response

  Date: 02/27/2025

  Dear Mr. ******************** appreciate your feedback regarding the WCFM500K whole house water filtration system and welcome the opportunity to address your concerns. The iSpring WCFM500K is a whole-house water filtration system designed to address common water quality issues such as iron, manganese, and hydrogen sulfide. Below, we provide technical clarification regarding pH levels, scale formation, and how these relate to your system's performance.

  Technical Clarification on pH and Scale Formation:

  When pH increases, it is not just iron and manganese that may precipitate, but also calcium and magnesium ions, which are more prone to oxidation.
  Calcium and magnesium ions cease to exist in dissolved form when pH exceeds 5.5. At this point, they naturally convert into ***************** (CaCO3) and ******************* (MgCO3), which are the primary components of scale.
  This means that if your waters pH is above 5.5, the calcium and magnesium in your water have already transitioned into scale form, regardless of the presence of our filtration system.
  The relationship is reciprocal: higher pH causes calcium and magnesium to form scale, and the presence of scale itself can raise PH. This is why hard water naturally has a higher pHthe harder the water, the higher the PH.

  Key Conclusion:

  For scale to form, your water must already contain calcium and magnesium.
  If you experience scale buildup, it indicates your water has an inherent hardness issue, and your original water source likely had a pH higher than 5.5 even before installing the WCFM500K system.
  Therefore, any scale buildup is due to your waters natural hardness, not caused by our filtration system. Whether or not you use the WCFM500K system, hard water will still result in scale formation.
  We hope this explanation clarifies any misunderstandings regarding pH and scale formation.

  Our Offer of Return and Refund:

  While we stand by the performance of the WCFM500K system, we acknowledge that it did not meet your expectations. As a gesture of goodwill, we are willing to offer a full refund of $3,969.40 for the system itself upon its return, in accordance with our return policy.

  Please confirm if you wish to proceed, and we will provide detailed return instructions.

  However, we must respectfully decline your additional demands for reimbursement of installation costs, water heater replacement, re-plumbing, and legal fees. The claim that an increased pH level accelerates scale formation in your water heaters is not scientifically valid, as outlined above.

  We value your business and hope this resolution demonstrates our commitment to customer satisfaction. Please let us know how you wish to proceed.

  Sincerely,
  
  ****
  Customer Service Manager
  ************

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22897024
  
  I am writing to explain why I am rejecting iSpring's offer regarding my complaint about their WCFM500K whole house water filtration system and associated components.

  Inadequate Refund Offer: While iSpring has offered to refund the $3,969.40 for the equipment, they have refused to reimburse the $3,171.40 for installation costs. These costs are direct damages resulting from iSpring's misrepresentations about their product's suitability for my well water.
  

  Failure to Disclose Material Risks: iSpring did not disclose that their system could raise water pH to hazardous levels (9.59) or that it was unsuitable for raw well water. This information was not provided during pre-purchase consultations, as evidenced by the chat transcript with their representative Brizeyda on November 27, 2024.
  

  Misrepresentation of Product Capabilities: iSpring's sales representative assured me that their system was appropriate for my well water, based on the test results I provided (iron 1.5 ppm, manganese ***** ppm, pH 7.88). They failed to mention any potential issues with pH elevation or the need for additional filtration.
  

  Invalid Technical Claims: iSpring's response focuses on scale formation rather than addressing the core issue of undisclosed pH risks and misrepresentation of the system's suitability for well water.
  

  Health and Safety Concerns: The pH increase to 9.59 poses potential health risks and exceeds *** and WHO guidelines for safe drinking water (6.5-8.5 pH).
  

  Given these factors, I find iSpring's offer inadequate and their response unsatisfactory. I am seeking full reimbursement for both the equipment and installation costs, totaling $7,140.80, as well as a written acknowledgment from iSpring regarding their failure to disclose material risks.  I am in the process of returning the equipment to the retailers. However, this does not absolve iSpring of responsibility for:
      1.  Installation costs ($3,171.40)
      2.  Plumbing modifications specific to changes required because of iSpring
  

  At a minimum, these are direct damages caused by iSprings misrepresentations and must be reimbursed. This is a one time counter for reimbursement.  As this has gone on for far to long, I had given them a 72 hour deadline, I will extend that deadline to 11:00am PDT on March 4, 2025.

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

• Initial Complaint

  Date:06/07/2024

  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 contacted this company several months ago due to a water intrusion which caused damage to my rental and my neighbor's rental. The source of the intrusion was possibly the Puredrop water filtration system manufactured by this comapny. We followed all manufacturer's suggested guidelines to maintain the system. I was told that the matter would be sent to iSpring's insurance department for further investigation about a month ago and haven't anything heard back, despite repeated attempts to get a status update from *************************. Now my previous landlord has sent me a final notice for the damages and I don't want it to go to collections. I would like to know if iSpring can assist me in resolving this matter as soon as possible. I still have the system and have sent over all required documentation to the company directly.

• Initial Complaint

  Date:12/09/2023

  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 May 2023, I purchased a ED2000 water descaler from this company via www.Amazon.com with the promise of a 1 year guarantee of refund if not happy. I have attempted to return the product but have not received a response in almost a month. I have attached copied of the original invoice and the **** mailing receipt to prove I have returned the product back.

  Business Response

  Date: 12/11/2023

  Hi BBB,

  We have been emailing with the customer since the return/refund request was submitted on 11/12/2023.  We emailed the customer on 12/7/2023 to request the tracking information from the customer for the returned item.  The customer did NOT provide any tracking information for the return until she filed the complaint with the BBB and submitted the tracking info on this complaint.  We could not issue a refund until we confirmed the customer had sent the item back and the customer ignored our email requests for the tracking information.  Now that we have this info from the BBB complaint, a refund check will be issued immediately.  This could have been resolved in a quicker fashion, if the customer had just shown the proof that the item was returned, we would have already issued her the refund.

  Thank you,

  iSpring Water Systems LLC

  ************

• Initial Complaint

  Date:12/18/2022

  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 received my ispring water filter I purchased but it was missing the two push to connect fittings required to install. The 1/4 drain tube adapter was broken. I contacted iSpring on 29 Nov to inform them of the problems of the filter purchased through Lowes (order#*********). **** from iSpring promptly replied indicating that they would ship the parts once I provided the proof of purchase. I quickly provided a screenshot of the receipt and provided the shipping address. Weeks later I still havent received the missing parts as promised. **** and customer service have not replied to any of my follow up inquiries. Ive had to come out of pocket for the the missing and broken parts which were supposed to be included just to complete the install for much needed water filtration. This is very unprofessional and a disservice to customers. I should have received the parts needed and once it was identified it should have been resolved. The company made an empty promise to fix the issue and has become unresponsive.I feel that I should either be fully reimbursed for the product for the trouble and time cost by the companies failures.

  Business Response

  Date: 12/19/2022

  Hi,

  We have Overnighted the parts requested via ***** tracking # 618093820135  and the customer should receive the parts by 12/20/2022 by 12:00 pm.

  Thank you,

  ****

  CS Team Manager

  iSpring Water Systems LLC

   

  Customer Answer

  Date: 12/20/2022

   
  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,
  
  ***********************