ComplaintsforFresh Water Systems

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First part of June 2024 i bought an Ro system form Fresh Water Systems. It arrived in good packaging. I proceeded to install the RO system and when i turn the water on the system leaked through the pump internally, I didn't even get 1 glass of water out of it before I was emailing CS. My first notion was that this shouldn't be a problem they will just send me a new pump. WELL to my surprise CS said that I needed to claim a warranty on the entire system and would take up to 21 days. As of this point forward i was not in a mood to be drug around by fresh water systems BS policy. The NEOPURE SYSTEM was broke before it shipped from their warehouse why am i claiming warranty on something THAT NEVER WORKED. They also told me i could NOT return the entire system because IT WAS USED. i want to know were the common sense of this conversion was coming from, and this made me more frustrated. How did I use this thing? and their answer was I installed it, but how could I know it was broke if didn't install it first. they said i should have read their return policy before I bought it. At this point I'm done, I have had enough, and I told them that exact thing. They did not like that and they email me saying they are refunding me the cost of the pump and after the refund goes threw they are no longer going to do business with me. BUT i still have a broken RO system, and even if I bought a pump else were i would still need to pay shipping cost and tax. Also i would have to get the filters from THEM seeins how they are they only ones who sell this PILE of plastic that I know of. I spent about 450 with other parts I had to buy to install it, they refunded me $57. to sum up, at first i asked to just send me a new pump, but that was against their policy, then i ask to send the entire unit back for a refund and I was totally denied that request. Now that they ****** me off and they know it, they refund the cost of a pump? i want a full refund, it never worked and never will. period!

  

  Business response

  07/09/2024

  Hi,

  We have reviewed your claims and we determined that you were not compliant with the warranty process that is stated on our website. We provided a refund for the defective item since we were unable to continue with the warranty process for your claim. The unit was unable to be returned due to sanitary reasons once a user connects the unit to their water supply the unit is no longer able to be returned to our warehouse to ensure there is no contamination that can occur. Due to different types of bacteria that can be present in a users water supply we do not allow any used products to be returned to our warehouses. Due to the language that was being used against our employees we were unable to provide technical support as we don't condone that type of behavior against our employees.
  We decided that the best possible solution would be to refund the item that was claimed to be defective to deescalate the situation for both parties.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two RO filters in January 2024 at a cost of $250 each from fresh water systems. From the start the TDS levels were abnormally high. After reaching out to them I was advised there was a break in period. I ran the system for over two months never achieved levels that were acceptable for new filters. After speaking with the water maker manufacturer I tested the output water of each filter individually and found that one filter was indeed not working properly. I contacted Fresh Water again giving them all the information of test parameters and results. I requested one replacement filter in exchange for the defective unit. Their answer was we don’t make enough margin to replace the unit. Clearly an unacceptable

  

  Business response

  04/29/2024

  Hi,

  Your claim has been reviewed and the following information was provided "The new version of these membranes require at least 800 psi to flush and get up to test performance on spec sheet. If the membranes achieved spec performance and ran for 1 to 2 months, the membranes are fine and there is a system mechanical issue and not a membrane quality issue". In regards to your request for a refund at this time we are unable to issue a refund for these items due to the likely hood of a mechanical failure with the machine. Please feel free to contact me directly at ****************************** to discuss further.

  Thank you,

  Brooke R******

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  **** ******

  Customer response

  04/30/2024

  Stating their profit margin doesn’t support standing behind products they sell is unacceptable. I had high readings from the moment I installed the filters. I replaced parts (500$ Worth) on my filter system hoping that would resolve the problem without any change. When I tested the filters individually it was crystal clear the problem from the very beginning was one bad filter. I didn’t ask for two new filters (my original purchase) simply one filter or the cost of the filter. Many companies sell what is considered new old stock which is what likely happened in this situation.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Listed items in stock that were “backordered”. This was 3 items out of ~30. This company called me, and was supposed to send comparable parts that were in stock, to replace only the “backordered” items. They decided to also change most of the rest of my order to different products as well. I did not give consent to just send me whatever they wanted. Although they claim that I did. When I informed them that they did not send me what I ordered, I received a sales pitch on how good these other products are that they sent. This is besides the point. I expect to receive the items i ordered. After speaking with the owner of the company, he said he would send me the actual items i ordered. I received some of the products from my original order after this, but not all. They have decided to not respond to my request for the remaining items I ordered. If you are reading this, I would highly recommend buying your products elsewhere.

  

  Business response

  02/21/2023

  Mr. *****,

  I apologize for any inconvenience this has caused you. Our customer service department was not aware of this issue and have not received any notifications from you since our first correspondence about the backorder delay on 1/4/2023. I do see that per your direct conversation and follow up email with the FWS owner you were issued a refund based on him replacing an item/s with a less expensive version that still met all the specifications of the higher priced brand. Which he confirms your consent of via the follow up email. I also show that he entered a no charge order right after you followed up with some questions on some of the items. This no charge order contained (8) items and was shipped on 1/17/2023. Unfortunately we have had no further correspondence until now. I will be glad to assist you with any lingering issues or if you feel you are missing any items. Please email me direct and we will get this worked out for you. Again I apologize and will be glad to assist you. 

  Tracy K*****, CWS
  Sr. Customer Solutions Manager
  Direct: ************
  *****************************
  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am missing two of six filters from a filter kit that I ordered from them. I've contacted them multiple times via e-mail and phone. They claim they're looking into it, and then don't respond.

  

  Business response

  03/25/2022

  Mr. *****,

  I show that your last order was shipped complete and delivered by UPS tracking number ****************** on 3/10/22. I am not able to find any emails or phone calls in our system with the email and phone number listed in your complaint. If you are missing items please contact our Customer Service department direct at 864-********, we will be glad to assist you. 

  Thank you,

  Fresh Water Systems, Inc

  Customer Service

  Customer response

  03/30/2022

  Better Business Bureau,
  
  I have finally received the missing filters in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Thanks!
  
  ***** *****

*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. ↩