ComplaintsforReal Spirit USA, Inc.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have purchased a deluxe 7.0 ionizer that is suppose to include 2 filters one for tap one for well . My packge is missing the well water filter . Upon calling ********** whom refused to give his name said to me that because i bought thru realspirit on amazon he has no control over the pakaging further explains to me that the manual for deluxe 7.0 ionizer was a mis print and it dosnt include a well water filter then explained to me he this machine isnt powerful enough to handle the well filter. Says that i waa scammed thru realspirit as they r known to sell bad machines he keeps goin on to blame me for not buying the right machine This seems to be conflicting information with the sales deacription on amazon. Your sales manager says that real spirit often puts false descriptions and bad manuals and i cant recieve this filter This individual was so rude and refused me contact with any other manger or associate claiming to not know of anyone else in the company i could speak to then he hung up when i asked to speak tp someone else . I called back on and he was even more rude and hung up on me again for .i will be filling with the *** and whom ever i need on this company for its violations according tp the information given by this individual. This machine does not produce the alkaline levels it should and also missing a part that lists to be included .. i thought this was a good company to buy from i was wrong! And now instead id like my money back. I bought from realspirit on amazon and this person said thats a third party has nothing to do with ionizer pro wich is clearly wrong! I called amazon they confirmed the sales descripition and inserts come from the manufacturer so i did not purchase the wrong machine as he told me ....i want a refund immediatly and this person reprimanded he continues to hang up or put me on hold and never pick up

  

  Business response

  06/07/2022

  Dear ***************************,

  Thank you for contacting the BBB with this issue. After reading your complaint I felt rather shocked and amazed that your request went unanswered and that someone you spoke to had caused you so much concern and aggravation. This is not how our team does business or conduct themselves in communicating with our customers. I apologize for this rudeness. Real Spirit USA offers our products through a number of online sellers, and Amazon is a major seller for us. If the Amazon listing offers the additional filter that you spoke of then we are required to honor it and should gladly do so. Amazon does provide the 'sold to' service and handles all returns and refund issues. Amazon terms will be upheld directly by Amazon. However for warranty or a missing item our staff under any normal circumstances will provide a replacement for a faulty product or missing items directly to the Amazon customer. So for this we failed, and again our deepest apologies for any and all inconvenience.

  We will ship you tomorrow the mineral filter that was missing and an additional Carbon filter for your trouble so that you will have a free replacement filter to use when it is time to change the main filter. And we have an additional 'in line' filter for well water that will help you get the best water for your Alkaline Water Ionizer. This additional filer is not sold on Amazon, however it will improve your ionizer performance and we will include this $100 filter at no additional cost to you.

  Thank you for being our customer. Please ask for **** whenever you call as he will provide a more personal experience to assist you.

  Sincerely ******************************* / President ***** Operations

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I originally purchased the machine, I checked their return policy and am uploading the screenshot of that page. Nowhere on the item does it say it needs another filtration system with it for another $300 to have this $2000 water not taste like tap water. I called the very next day to return it and they said they don't do returns on financed items. Nowhere on their return page that I originally found did it say that. They can keep my $85 down payment, and take back their machine. After I complained on multiple platforms they offered me the extra filtration system for free. At this point, their company is a joke and I want nothing else to do with them. I will order from a reputable company that actually stands behind their product. I just want to be done with this. They are refusing to do anything.

  

  Business response

  05/23/2022

  Dear **** ******,

  Real Spirit USA is very sorry for the issues you are having. The Ionizer you purchased was from www.aquaionizerpro.com which is our shopping site that offers a 'finance option'. The return policy example is from our the Air-water-life site an earlier site that does not offer a finance program. That site is a CC or PayPal purchase site only. The products are the same, but you would have to have purchased your product from 'Aqua Ionizer Pro'. The terms of Return-Policy do state that 'financed' products are exempt from the return policy at the online store you purchased from, i.e. 'Aqua Ionizer Pro' Your warranty will remain in full force as long as you have the product. Financing as stated in your finance agreement is handled by a third party company, and they provide this option directly to you.

  Regarding filters, your alkaline 'Aqua Ionizer Pro' product does have a standard carbon filter which is larger than most home water filters, however water quality and taste varies from city to city and area to area, therefore we do recommend our 'Dual Stage' add-on water filtration system which will further enhance the purification of the water before entering the Alkaline water ionizer. Our customers have found that this creates a better tasting water in addition to the smoother feel of Alkaline water. The primary purpose as you know from your research is that alkaline ionized water has additional health benefits, and is far superior in health value and antioxidant qualities as compared to tap or bottled water. 

  Our offer still remains for the additional filter system for you to try and hopefully enjoy the benefits of your Aqua Ionizer Pro, alkaline water ionizer. Please contact us at ###-###-#### and ask for Mason H********. 

  We will do our very best to assist you getting the value from your purchase. We appreciate you reaching out to us from BBB.

  Customer response

  05/24/2022

  
  Complaint: ********
  
  I am rejecting this response because i already submitted screen shots of their return policy on their website. It says nothing about finances items. There's only one website to buy this product from. :
  
  Sincerely,
  **** ******
  

*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. ↩