ComplaintsforAquaverve

• Initial Complaint

  07/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased the Farenheit model water dispenser in January of 2021. The Order # is A76724. We paid $544.00 for the unit. The unit malfunctioned in February. We contacted Aquaverve. They gave us advice after advice on how to fix the problem. The same issue continues with the water dispenser. The problem with the unit is that it overheats and the unit becomes extremely hot. If not caught in time, the unit could have caused a fire. After the numerous advice Aquaverve gave to us, the problem is still not resolved. At one point, they convinced us to buy another piece of equipment and we did for $30. But the problem still continues. After six months, the problem still exists. Aquaverve refused to refund our $544 plus the $30. We contacted our credit card company but they said six months is outside of the timeframe they can do anything, so we have no choice but to seek BBB's help. They tried to send us a new unit except the new unit did not resolve the issue and still a lemon.

  Business response

  08/02/2021

  Customer placed an order for a bottleless water cooler on Jan 4th.  They had an issue with the cooler which was covered under our repair warranty, but as a courtesy we sent them a replacement unit at no charge.  Our warranty typically covers freight to return the repaired unit to a customer and all parts and labor.  Replacement is at the manufacturers discretion.  The customer complained that they were having the same issue with the replacement unit which while not intending to debate the quality of the installation or other contributing factors like water pressure, was highly unlikely in our experience.  Nevertheless, we agreed to repair or replace the unit at our option once the customer returned it to us.as per our warranty.  Customer has not returned the unit to date.

  Customer response

  08/03/2021

  
  Complaint: 15678956
  
  I am rejecting this response because: if it was due to water pressure as the seller claims, the water dispenser would not have worked since day one.  Instead, the unit worked for a few weeks and then it broke down.  Hence, their reasoning has no merit.  
  
  
  
  Regards,
  
  *******************

  Business response

  08/25/2021

  The customer doesnt understand the nature of water pressure in their reply.  Water pressure in a building or residence varies based on what fixtures/appliances are in use, other tenants of the building, the municipal water supply pressure and activities.  It only takes one instance of pressure exceeding 60psi to lock the unit closed to prevent it from being damaged.  The pressure must be relieved by disconnecting the water line and reconnecting before flow will resume.  Hence the recommendation for a pressure regulator.

  The unit and the instructions are clearly marked Do Not Exceed 60 PSI.

  ****

*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. ↩