Complaints

This profile includes complaints for Hydroviv, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hydroviv, LLC

  2944 Middlebrook Pike Knoxville, TN 37921-5604

  
• 

  Hydroviv, LLC

  880 New Jersey Ave SE Unit 521 Washington, DC 20003-3758

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:12/27/2024

  Type:Product 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 purchased a hydroviv filter and when I received the filter, I wasn’t able to install it under my sink since they didn’t have the proper size for my sink. I reached out to them and asked if they had an adapters I could purchase to remedy the fact that I couldn’t install their product. They said apparently my size of the sink wasn’t typical so they didn’t have adapters to purchase. I had to go to the department store to purchase $30 worth of equipment to install the filter and I’m still having trouble installing it. It’s frustrating that they wouldn’t sell adapters if they know that pipes under the sink are all different sizes. They gave me a $10 refund, but I would rather have just been able to return the device fully since I still don’t have it installed after 2 months of purchase.

  

  Business Response

  Date: 01/08/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any frustration or inconvenience you have experienced with your Hydroviv filter purchase.

  Our Under Sink systems are designed to be compatible with standard 3/8" plumbing connections. This information is included on all product pages to help customers determine compatibility prior to purchase. However, we understand that plumbing configurations can vary, and we regret that an adapter was required in your case.

  When you initially reached out to us, we provided a $10 refund to offset the cost of purchasing an adapter to address this issue. At the time, we were under the impression this solution was acceptable, as we did not hear back from you afterward.

  We were unaware that you were still having trouble with installation. Please know that we take your concerns seriously and are more than happy to authorize a return for your system. Your purchase is still within our 90-day return policy, and we will ensure the return process is as smooth as possible.

  If you decide to proceed with a return, please reach out to us directly, and we will provide you with detailed instructions. Alternatively, if you would like further assistance with installation, our team would be happy to offer additional troubleshooting support.

  Once again, we apologize for your experience and appreciate your feedback, which helps us improve our products and service.

  
  

  Customer Answer

  Date: 01/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22736766, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/06/2024

  Type:Delivery 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 ordered a 2-for-one bundle in June 2024 from Hydroviv for two under sink water filters, and only ever received one. Multiple emails to the company went unanswered. Seeking delivery of the second under sink filter.

  

  Business Response

  Date: 12/06/2024

  Hi there! 
  
  Our sincerest apologies, it does look like the matter was escalated within our team however the agent, who is no longer with Hydroviv, grossly mishandled the issue and also closed the ticket in error. A closed ticket will not re-open unless the customer responds to the last message sent or the request to provide us with feedback on the experience. The support team has been instructed to initiate the rest of the order and to reach out to the customer to let them know it has been completed. 

• Initial Complaint

  Date:06/17/2024

  Type:Product 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.

  We received a defective unit, the tubing valve fit our sink but the valve on the filter was entirely different, they sent a new lid but despite several attempts to tighten and fix, the unit leaked at the lid. We sent it back at our cost, which was fine, but they still took a 25% restocking fee for a defective unit! I reached out twice before writing a negative review but received absolutely no answer so here we are. Unacceptable Hydroviv.

  

  Business Response

  Date: 06/17/2024

  We apologize for the error in charging a restocking fee. The amount has been refunded to your account. Additionally, your inquiry came in during non-business hours, which caused the delay in our response.
  Thank you for your understanding.
  

  Customer Answer

  Date: 06/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21859785, and find that this resolution is satisfactory to me.  I will note that a week passed from my inquiry so the statement that the delayed response was because my inquiry was made after hours was not accurate.  The response ONLY came after filing this complaint.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:06/03/2024

  Type:Delivery 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.

  Ordered the product with a subscription. Product didnt ship for 5 days. I inquired with their customer service chat (which is pretty bad). I asked for the order to be canceled since it hasnt even left their facility. I was told it left the facility and no cancellation can be made. When I spoke to the shipping vendor the label created had not been scanned for pickup. They company refuses to respond to me in a timely fashion nor will they issue a refund and cancel my order.

  

  Business Response

  Date: 06/04/2024

  Thank you for reaching out to us regarding your recent order.

  
  We apologize for any inconvenience you may have experienced. Upon reviewing your order details, we see that it had already entered the shipping process when the cancellation request was received. Once an order has been prepared for pickup and labeled for shipment, it is considered in transit and cannot be cancelled.

  As instructed, you will want to refuse delivery from the shipper, you are able to do this in person or by leaving a note for your driver via the shipper portal. If unable to do so you have also been sent instructions on how to request a return authorization from our team. 

  Thank you for your understanding.

  
  Best regards,

• Initial Complaint

  Date:03/08/2024

  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.

  On March 7, 2024, I got a package from Hydroviv for filter replacement. I did not subscribe to filter replacement. Hydroviv did not honor my request for return of item. This is a fraudulent company that seeks to make profit by illegally subscribing it's customers into purchases they did not make as others on this website said. Please do not do business with hyrdroviv. I never installed the filteration system so I can not say how good or bad it is. With the way they secretly subsribe customers to subscrition service shows they are not making a good filteration system and need to cheat people to make money.

  

  Business Response

  Date: 03/11/2024

  Apologies if there was any confusion associated with your order. I do see that you selected the subscription offer when making your original purchase. This was also shown in your order confirmation email sent out immediately after you made the purchase (screenshot attached). We also notify you 5 days before any subscription order fulfills, requesting that you make any changes at that time as the custom replacement cartridges are non-refundable.
  
  
  We do acknowledge this information has also occasionally been overlooked by other customers despite all efforts on our part to provide this information in the clearest way possible both at checkout, within the order confirmation, pre-order notifications, and out policies page on our store site.
  
  

  Customer Answer

  Date: 03/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not subscribe to your refill. As a matter of fact, I never installed your device. You baited me and other people, obviously your filteration system must not be working this is why you bait customers for refill. The right thing to do is to allow return of your filter and make a refund. But you are a crooked company and the world deserve to know your practice before another customer gets baited again just like others made complaints.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 03/13/2024

  We are very sorry to hear that the customer has chosen the subscription option at the time of purchase without realizing what it was they were selecting. We are also sorry that they have purchased a product with no intention to install, use, or maintain it. We are also very sorry that the customer was unable to review the order details provided at time of purchase, in the immediate order confirmation email message, as well as the pre-fulfillment notifications sent out before any subscription order fulfills. We regret to inform the complainant that their allegations are completely false given the two options provided at checkout that clearly indicate "Create subscription" or "one-time purchase". While all of these facts are less than desirable they are in no way the fault of Hydroviv. 

• Initial Complaint

  Date:02/19/2024

  Type:Sales and Advertising 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 purchased Hydroviv’s under sink filter on 01/15/24 based on reviews on their website and a promise of 30 day free return advertised. However, after receiving the product and realizing that it will be hardship on my part to maintain the system long term including inability to change filters every 6 months, I arranged for a return. They were only reached by email, another pause for concern and I had to first get a return authorization code. It was during the process I learnt about paying the return shipping fee and a restocking fee of 25%. I explained that the shipping package was never opened and the filter remains brand new. I was then given a stupid explanation about the filter being customized, despite my receiving it within 3 or so days of the order. So how was it customized? Also couldn’t this questionable ‘customized filter’ be used in another household in my area? The water flowing to my house is not unique. I paid the shipping and requested a full refund to my credit card, but they still dishonestly deducted the very steep 25% restocking rip-off fee. I was only refunded $150 and some cents. By the way, when I checked their policy, the restocking fee was embedded several clicks on their website and several lines down on their return info page. Why didn’t they display it prominently where they had advertised the 30 day free return? Also it is highly suspect that there are no negative reviews on Hydroviv’s website about their 25% restocking fee. Irate complaints are only located on other review websites. What do they need to hide if they are so proud of this non consumer friendly policy? I would like the remaining amount refunded to my credit card. I already paid for shipping which is fair, but should not be paying a restocking fee for a filter that they will clearly just ship to the next customer who orders from my region. This is my first experience with such a dishonest company. I’ll know now to stick to better consumer friendly companies like Amazon.

  

  Business Response

  Date: 02/20/2024

  Thank you for reaching out to us and sharing your experience regarding the return process for your Hydroviv under sink filter. We sincerely appreciate your feedback, and we want to express our apologies for any confusion or frustration caused.
  
  Your insights are invaluable to us, and we understand the importance of clear and transparent communication regarding our policies. I want to assure you that your concerns have been taken seriously, and we are committed to reviewing and improving the visibility and accessibility of our return policies.
  
  While we are not able to provide any additional refund in this particular instance, we genuinely appreciate your understanding. Your feedback has prompted us to reevaluate our procedures, and we will work diligently to enhance the clarity of our policies, ensuring a more seamless experience for our customers.
  
  Our goal is to continually learn and grow from experiences such as yours, and your input contributes significantly to that process. If you have any further questions or if there's anything else you'd like to share, please don't hesitate to reach out to us directly.
  
  Once again, thank you for taking the time to provide us with your valuable feedback. We truly value your business and look forward to serving you better in the future.
  
  

  Customer Answer

  Date: 02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  It is my money that I worked hard for that you dishonestly deducted and kept. If I had read reviews on HYDROVIV’S WEBSITE where people complained about the questionable restocking fee, I would not have ordered the filter. This is just a way to penalize consumers for not going with your product. While you are  seriously considering (plain laughable) my feedback, please allow negative  reviews about your return policy to be posted on your website and do not delete them, as several consumers have claimed. I highly doubt that, as this is another ploy to fund your business with other people’s hard earned money. I’m so glad that I’m not doing business with you and hope that potential buyers do their research BEYOND your website before purchasing your product.
  Sincerely,
  
   *****

• Initial Complaint

  Date:01/22/2024

  Type:Product 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.

  Bought filters from hydronic. am discontinuing for other bills needing presidence. I'm told that there not giving a refund of UNOPENED FILTERS NOT YET DELIVERED. order number 288426

  

  Business Response

  Date: 01/23/2024

  We appreciate your feedback and apologize for any inconvenience caused. Unfortunately, as per our policy, we cannot refund customized subscription items once processed and shipped.
  We send a pre-order fulfillment email 72 hours before processing, allowing changes or cancellations. Once shipped, refunds are not possible. We regret any miscommunication and are here to address specific concerns.
  Thank you for your understanding.

  Customer Answer

  Date: 01/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/21/2023

  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 bought an under sink water filter. I installed it carefully, exactly pursuant to instructions. However, some combination of a faulty nut or o-ring and a substandard product design (pipe pressure rating, separate nut from pipe) led the pipe to eject from the connector, leaving the connector behind (still so tight it required two pliers to remove) and flooding our kitchen, destroying our floors and our downstairs’ neighbors’ ceilings. The company issued a refund but the property damage is going to be a few thousand dollars as a result of low-quality design and faulty product. Company refuses to even engage on this, and the form and rapidity of their email responses suggest we are not even close to the first customers to have had this problem.

  

  Business Response

  Date: 12/21/2023

  Upon reviewing the customer communications it does appear that the event was caused by faulty installation. The customer has been provided a refund and pre-paid return label. 
  
  Once received the system will be inspected and a report provided to the customer. At that time they have the option to file a claim for any additional damage they are reporting. 

  Customer Answer

  Date: 01/10/2024

  The company's response was inaccurate, inadequate and dishonest, and the company has made no effort to follow up or address the situation. If possible, I'd like further follow up, and otherwise, I'd like the complaint logged as such. thanks

• Initial Complaint

  Date:08/30/2023

  Type:Billing 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 first tried hydrovive shower filters in 2021. Ordered online. The product is good. My issue is that the company wants to lure you into an autoship payment in order to give you a lower price. Of course you can cancel at anytime Or so they say.. I tried to cancel a week or do after ordering a filter. I went in their site and cancelled. When it came time for their autoship to take place they began to send me emails asking me to update my payment information in PayPal so they could ship my next filter well I chose to do nothing meaning I did not update my payment information because I do not want them to automatically take it out of my account and send me another filter. 2 Days later I wake up at 5:00 in the morning to find that they have gotten into my bank account overnight how convenient and took $74 to auto-ship me another filter. I did not authorize this I did not respond to them with an updated payment card and yet somehow they were able to sneak past my old card that they had on file and get to my card that was in PayPal but it was not in there for them. I tried to call them and of course got the whole email or chat we don't take calls which if you ask me is pretty shady for a business who doesn't take phone calls and speak human to human. The company has become greedy and money hungry and they'll take your money at any cost I'm a single mother with two children and that was my grocery money for the week of course I've emailed them twice I've filed a complaint with PayPal and I haven't heard a thing from them. Hydrovive I want my money back I never authorized you to get into PayPal and take my money. Oh yeah I never received the filter either.

  

  Business Response

  Date: 08/30/2023

  Customers are able to access their account through our subscription account portal made available on our site and also linked to an every communication alerting them of an upcoming fulfillment. Unfortunately the customer did not reach out to us with any specific information or cancellation request and also did not perform any cancellation functions on the subscription portal itself. Pre-fulfillment notifications are sent out five days and two days before any charge occurs for any upcoming fulfillment. Any order can be canceled at that time or the request cancellation can be sent to our support team via chat or email. None of those events occurred in this scenario.

• Initial Complaint

  Date:08/18/2023

  Type:Product 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.

  Purchased the under sink filters and fridge filters for two properties. Both cost 372.86. I live in an area that has been affected by GENEX and high PFAS. This product was tested by a water analysis after using one filter and doesn’t meet the standards of a quality product. I returned both of the products, only one filter was used the rest unopened. They don’t ever answer the phone, immediately refer you to website or email. I received the required RMA slips and also have several pictures to show the boxes and products were in perfect condition. They immediately marked all boxes as used state that sometimes they charge a 25% restocking fee on top of shipping charges.. I already paid 44.00 to ship back. I’m out now 789.72. Tracking shows they received the product on 8/10/23. I reached out by email ( only way) and they claimed to have attempted to refund me on the 11th and again on 14th. I submitted a claim with PayPal on mon and they refuse to reimburse me until the claim is removed. Very deceptive practices. I would stay away from these snakes! There filters are basically Brita water pitchers. Definitely not Reverse Osmosis quality. I demand my full refund and understand you won’t reimburse me for shipping.

  

  Business Response

  Date: 08/18/2023

  The allegations here are grossly inaccurate. 
  
  The items have been received and processed. Our team reached out to the customer when attempting to process the refund in accordance with our return policy. It was noted that the customer has also filed a dispute. In accordance with payment processor guidelines, we are not able to process a refund while a dispute claim is in process, we are warned by the payment processor that this may result is a double refund. 
  
  Once the dispute is dropped or resolved, we will be able to process the refund. 
  
  This information was provided to the customer immediately, they do not wish to drop the dispute so we confirmed that we will proceed through the dispute channels moving forward. 

  Customer Answer

  Date: 08/20/2023

  Their offer to resolve case with PayPal. It’s more than a 25% restocking fee

  

  Business Response

  Date: 08/21/2023

  Again, the refund for items received back to us will be processed minus the stated restocking fee once the order i no longer in a disputed status so as to avoid a double refund per payment processor guidance. A refund will not be manually processed while there is an active dispute to the policy available for review on our site.