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:03/18/2025

  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.

  BBB took a complaint over the phone. Below is the voice to text voicemail description

  Hello, this is *** ******, ******* **** ******, and my phone number is ************. And the gist of my complaint with Patriot Seed Vault is as follows. On February 4th, 2025, I watched a really convincing ad by ***** ******* on the internet for Patriot Seed Vaults. And I placed an order for one canister. I thought it was one canister I'd be getting. But several days later, instead of the one canister, three boxes of five canisters each arrived at my house. So I called the Patriot Seed Vault to let them know of the mistake. But they insisted that it wasn't a mistake and that I had ordered all three boxes, which was 15 cans of ***** grams of seeds. And it was a total cost of nearly $450, which was absolutely insane. They wouldn't admit that it was their mistake. So I had several lengthy and exasperating conversations with them over the next couple of weeks. And finally, they told me I could return the boxes and that they would return payment to my credit card when they received the boxes. So I asked if they could send me prepaid postage, and they refused that, but they assured me that it only cost $11.99 per box. So I figured I was out of $36, but I was so done with this, I agreed to it. So I wrapped up these three boxes, and they were big boxes, although they weren't heavy, but they were cumbersome. And I took them to **** and I found that they charged $46 per box. So I went to the postal service next to see if I could send it there cheaper, and that was $38 a box. So I called the Patriot Seed Vault again, requesting that they send postage. And finally, they assured me that they would. So I watched my email for three days, and then nothing came. So I called them again. Well, they told me it was coming by snail mail and it would take, I don't know, five to 10 business days. So that was, okay, we're talking about March 4th and here we are, no, that was February 4th and here we are, March 18th. So in all this time, it has never come. So at this point, At this point, I want them to email postage return to me immediately. And I intend to keep one of their canisters for all the grief. And that's what I thought I had originally ordered. But I would think they would be happy to give it to me at this point because I will drop my complaint if they make it right. But if they insist, I will pay them the $29 for this canister because they reduced their priced by $10. So I was into it for $39 a canister. So anyway, I guess I need to give you my complaint ID number, which is **********. And I guess you already have my email through ***** Corner. She's a Central Ohio representative. And I guess that's the whole story. But it's been a real frustration. And I can't wait to get these boxes out of my house and out of my hair. So thank you kindly so much for listening and taking this matter into your hands. I'm very grateful for the Better Business Bureau. And thank you again. This is ******* ******, and I'm going to sign off. Bye bye. Oh, I don't know if I mentioned this, But I certainly want a refund of my $450 as well. That was a lot of money. I don't know if this is still being recorded, but when you call me, I will verify that $450 is what I'm out for that, plus another $150 for the postage of three boxes. OK, thank you very much. God bless. Bye-bye.

  

  Business Response

  Date: 03/20/2025

  Hello *******,

  We hope this message finds you well, and we truly appreciate the opportunity to make things right.  Our goal is to provide a 5 -Star experience on every customer interaction and we clearly fell short in this case. We apologize for any frustration this has caused and are committed to making it right.

  We are following up on our previous conversation on 03-19-25 via phone. You made three (3) separate orders for 1 -Survival Seed Vault x6. We understand that ordering online can sometimes be confusing and we are truly sorry for the inconvenience and experience you had with our company.

  To make it right and per our phone conversation, we provided you with two (2) (free) Return Labels, which you confirmed you received via email.

  We also have been trying to get in touch with you in regard to the third RMA (return authorization) that was sent to you today to accommodate the return for the third order, but we were unsuccessful connecting with you. An follow-up email was sent with the label, documenting our conversation, and noting that you would keep a can as a courtesy:) In addition, we acknowledge and appreciate your feedback regarding the service you were provided and will coach our representative(s) accordingly.

  We hope that our recent assistance has aligned with your expectations.

  Thank you for your understanding and patience, but above all THANK YOU for being the very best part of the Survival Secrets family. Your business means a lot to us and we look forward to being of service to you again in the future.

  Have a wonderful day and thank you again.

• Initial Complaint

  Date:12/03/2024

  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.

  We bought a package deal back in July 2024. The big ticket item in the package was a 3300w generator with a 200w solar panel to charge it. It was marketed as a way to have backup power when needed. We live in snow country and loose our power sometimes so this appealed to us. We used it once in Aug of 2024 on a camp trip to run the lights in our trailer, which are all 100% LED. I had charged the generator at home to 100%. It managed to get thru the day and night ok, but was down below 20%, so I attempted to recharge it. I spent the entire day moving and positioning the solar panel to get maximum charge. It never made it over 50% charge. So we opted to use our gas generator. This week I decided to try again. I charged it to 85% in 8 hrs of on the panel. We tried to run a small ceramic high efficient heater as a test for times when power is out. It managed to run it about an hour before it ran out of charge. I tried to get it to recharge the next day but the unit would not charge. I contacted the seller. They had me do a reset and try it again which I did. I had it on charge for 8 hrs in the full sun and was able to get a 8% charge !! So the next day I called again. They said to plug it into the wall 120v outlet and charge it !! What good does that do for an emergency use generator !!! If the power is out how can you charge it !! So basically we bought a worthless piece of junk for $2,000 dollars. I’m beyond pissed off. They won’t let us speak to a manage or anyone regarding this. We’ve called customer service and get the run around even after we ask for a manager.

  

  Business Response

  Date: 12/05/2024

  Hello,

  First and foremost, we want to thank you for reaching out. We genuinely appreciate your willingness to share your thoughts, as this allows us the opportunity to directly address any concerns you may have. 
   
  We are troubled to learn that there may have been an issue with your purchase, as it is always our policy to ensure complete satisfaction by replacing any damaged or defective items promptly. After searching our systems though, we were unable to locate an account or any past communications associated with the email address, phone number, name or phyical address provided; it appears that you have us confused with another company, possibly 4Patriots. Please absolutely feel free to reach back out to us with an order or account number, along with any additional pertinent information, if this is not the case, and we will be happy to research and assist further. For your convenience, I am providing 4Patriots' contact information here:

  Phone: ###-###-#### 
  Email: ****************** 
  

  Thank you again for allowing us the opportunity to respond, and we wish you the happiest of holidays.
   

  
  

  Customer Answer

  Date: 12/06/2024

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

  That Is a total lie.  We have been trying to work with your customer service reps but with zero success. They had no trouble looking up our account and history at all.  It is your firm, you’re telling me the attached pics are not your products ?? Sure is funny they are on your website !! 
  

  I will send the pics via email if requested, no matter what I try I can’t get them into this web site format  

   

  We simply want a refund to the generator and solar panel and the extra charge cord we bought.  You supply the return labels and we will make sure it all gets back to you.  If not we will seek other avenues as required.  
  

  Your customer service responses have been hilarious.  Charge the generator with home outlets !! It’s supposed to be an emergency generator, so when the power’s out how do we charge it ????

  In the last email I asked to speak with a manager to resolve this, it’s now been nearly a week and zero response.  So that tells me your firm does not care about its customers  

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

  Customer Answer

  Date: 12/09/2024

  I do not have a contract etc. My wife ordered it from the web. I have been emailing My Patriot Supply, their customer service reps confirm our account and our purchase. 
  

  attached is a photo of email proof. 
  

  account is under 

  ***** ******

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

  They have not responded to my emails since I told them I was seeking help to resolve this. Now they are trying to ignore us by telling you it’s the wrong firm. That is total BS !! 

• Initial Complaint

  Date:09/03/2024

  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.

  I have an Alexapure and the filters in the product are not as customer service says. They are faulty. The most recent filter I’m using was sent 6/27/24. Today is 9/3/2024 not even 2 months and this filter stopped flowing and working . I’ve used it a handful of times and no way have flowed 200 gallons through it as my patriot claims it should work. They are false advertising & the filters are faulty. I have performed all troubleshooting steps as I know how from past experiences. It completely stopped flowing . I spoke with Casey who stated they won’t send me a replacement filter at no cost. I researched the Alexa Pro for months before I purchased it and spoke with many representatives about the filters who assured me they would last at least 200 gallons . I would say in 2 months I have flowed 20 gallons no where near the amount stated to me ! I’m appalled at their false advertising. They are ripping off customers if I have to purchase a filter every 2 months & are not standing by their word! When I’m Not using the filter it is stored in a plastic bag in the refrigerator as stated so it won’t dry out.

  

  Business Response

  Date: 09/05/2024

  Good morning,

  First and foremost, we want to extend our sincerest gratitude for bringing your recent experience to our attention. We genuinely appreciate your willingness to share your thoughts, as this allows us the opportunity to directly address any concerns you may have. Our customers' satisfaction is our highest goal, as they are the very best part of our business.
   
  We are troubled to learn that there may have been an issue with your purchase, as it is always our policy to ensure complete satisfaction by replacing any damaged or defective items promptly. Upon reviewing your case, we did come across an account associated with the email provided, and it appears that a free replacement was previously provided on 6/24/2024. 

  Additionally, we educated Ms. Kovats on filter care and advised her that replacement filters will need to be replaced when they have reached their usage capacity, which can vary per customer and based on the type of water, proper storage, cleaning and usage.

  Please see the following timeline of events of interactions with Ms. Kovats as well as our warranty information, which states that "Actual performance is dependent on influent water quality, flow rates, system design and applications. Your results may vary".

  
  9/3/24: Customer called requesting a free replacement,  Alexapure Pro filter, claiming her filter was defective, (which is a free replacement filter previously provided)
  Link to website with policy: **************************************************************************************************************************
  CSR KE identified the customer had already received a free replacement 6/24/24.
  This free replacement* *********, was provided outside of our terms and conditions, per warranty policy, as posted on our website, as a courtesy.

  
  Research for the free replacement 6/24/24:
  3/12/24: Customer called in and spoke with Sales AH to order
  3/15/24: Customer email claims filter is slow asking if there is a way to increase flow rate
  Reply from CSR JT: Provided standard troubleshooting, incident form filed
  3/19/24: Customer emailed pictures of the rubber ring and question about the filter (turning it upside down 24h)
  Reply from CSR JT: Advised the customer no need to soak and offered a replacement for the rubber ring
  3/19/24: Free replacement of rubber ring provided through Alexapure, Order#  *******
  3/22/24: Customer email received with storage questions regarding filter (how to store in fridge up/down, etc)
  Reply from CSR TL JB:  Advised to store tip up to prevent air bubbles and details of proper storage
  Second Email from Customer: Complaining about flow, says it is taking about 4h. 
  Reply from CSR TL JB: Advised the customer flow rate will increase by adding a second filter, advised of the 200 gallon estimated quantity based on water source and turbidity of the water. "Some people need to change the filter every few months, while others get a year of use," and advised of how to properly clean the filter.
  Email from Customer: Claims she does not have all necessary steps and the filter has stopped filtering, asking for zoom or phone call. Also asked for return policy.
  Reply from CSR HG: How to check for vacuum lock, wiping down to make sure the chamber edges are dry, standard troubleshooting. 
  3/23/24: 1 star review posted by customer.
  4/4/24:  Chat from Customer: States she has two filters, asking when the backup filter will expire. 
  Reply from CSR TL JB: Advised if unopened it will last "almost indefinitely" and "once opened to keep it hydrated, with details: If you are not running water through your unit for more than 5 days or more you will want to store the filter in a plastic bag or container with 1/3 cup of distilled water in the fridge. This will keep it from drying out"
  Reply Chat from Customer: States filter stopped working, no water will filter through, threatens BBB complaint if a new filter is not sent out.  Photo of filter requested by CSR TL JB.
  Photo from Customer: Received by CSR HG
  6/24/24: Call to MPS: CSR HG: Advised customer that a free replacement filter order will be created as troubleshooting had been previously completed 
  Call Review: 6/24/24: Customer stated she only used every 7-8 days, stated she had previously done troubleshooting and has been following steps as provided for storage 
  Call Link: ********************************************************
  6/24: CSR HG created a free replacement order for one filter 
  Call Review 9/3/24: CSR KE: Customer stated she purchased the filter in April and she has now only used it a total of 10 times, stating it is blocked and clogged, stating troubleshooting has already been done, storage in the refrigerator when not in use.  Customer stated she purchased the filter in March 2024.  CSR KE inquired of the customer if she had stored and cleaned the filter properly.  Also, advised the customer she had already been provided a new filter in June 2024.  CSR KE reviewed details of the function of the filter; once the filter is full of contaminants, it is designed to stop filtering, also advised of our warranty policy and how the customer is outside the warranty and she was unable to provide another free replacement at this time.

  
  Customer threatened to file a complaint with the BBB.  CSR KE reminded the customer that the filters are replacement filters and they will need to be replaced when they have reached their usage capacity, which can vary per customer and based on the type of water, proper storage, cleaning and usage
  
  
  
  ALEXAPURE PRO WARRANTY POLICY:
  From MPS website, AP Pro Filter Page:
  Our Guarantee
  We extend a 30-day, no-questions-asked return policy on unopened products. After 30 days—or for products already opened—we will review your return request on a case-by-case basis.
  Our goal is to ensure you have a pleasant experience from start to finish!
  *Capacity is determined under controlled laboratory conditions and established protocols. Your conditions may vary based on target contaminant and influent water quality.
  **Chlorine reduction claims are not performance tested beyond 200 gallons. Additional performance claims are based on independent laboratory and manufacturer’s internal test data. Actual performance is dependent on influent water quality, flow rates, system design and application. Results may vary.
  This system has been tested for the reduction of the substances listed in the product test data sheets. The concentration of the indicated substances in water entering the system was reduced to a concentration less than equal to the permissible limit for water leaving the system, as specified in NSF/ANSI 53. Minimum substance reductions are listed on the provided test data sheets for testing up to 200 gallons.
  System and installation to comply with state and local laws and regulations. Do not use with water that is microbiologically unsafe or unknown quality without adequate testing and/or disinfection before or after the system. Manufactured from NSF/ANSI standard 61 and California Prop 65 Compliant certified coconut shell carbon and raw materials.
  For the best results, store replacement filters at temperatures above 35°F. Keep the filter moist and from drying out at all times for maximum filtration capacity.
  PERFORMANCE: Performance claims are based on independent lab results and manufacturer’s internal test data*. Actual performance is dependent on influent water quality, flow rates, system design and applications. Your results may vary. Performance claims are based on a complete system, including a filter and housing. This filter must be operated according to the system’s specifications to deliver the claimed performance. It is essential to follow operational, maintenance, and filter replacement requirements as directed for each application for this filter and system to perform correctly. Read the Manufacturer’s Performance Data Sheet accompanying the system and change the filter as suggested. The contaminants or other substances removed or reduced by this water filter are not necessarily in all users’ water.
  WARRANTY: LIMITED LIABILITY: Alexapure, LLC makes no warranties of any kind, expressed or implied, statutory, or otherwise, and expressly disclaims all warranties of every kind, concerning the product, including, without limitation, warranties of merchantability and fitness for a particular purpose, except that this product should be capable of performing as described in this product’s data sheet. Alexapure’s obligation shall be limited solely to the refund of the purchase price or replacement of the product proven defective, in Alexapure’s sole discretion. Determination of suitability of this product for uses and applications contemplated by Buyer shall be the sole responsibility of Buyer. Use of this product constitutes Buyer’s acceptance of this Limited Liability.
  Please be advised that, for returns of opened-box Alexapure Pros within the 30-day return window, a restocking fee of $75 may be incurred.

  We hope this insight is helpful.

  Thank you and whope you have a great day ahead.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22232978
  
  I am rejecting this response because:
  My first filter which I bought lasted 5 months. The replaced you send me lasted 2 months or less which leads me to believe you sent me a faulty or used filter. I have done all troubleshooting possible . I learned it with the original purchase. How can a brand new filter last less than 2 months with only 20 gallons or less of usage ? This is a faulty filter by far & you’re refusing to acknowledge it 

  Sincerely,
  
  Gianna Kovats

• Initial Complaint

  Date:05/21/2024

  Type:Delivery 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 placed an order on 4/24 with Patriot Supply. Order number S73007098 for several items.The items we are complaining about are the outdoor solar-powered lights. I ordered two sets for $119.60 The lights are defective and do not work. I contacted Patriot Supply thru email, explained the problem, I kept getting emails requesting pictures. I responded each time that the lights were not damaged, and neither the box nor the shipping box were damaged. The lights are defective. Do you want pictures of the lights? They emailed me stating I need to put solar lights in the sun???? Really? They also wrote if the lights are not damaged, I will be charged for shipping. The lights are defective; they flash for no reason, dont turn on with the motion detector, and dont stay on for any length of time. Our CVS 7.99 lights work far better and are also solar, just to be clear.They finally said I could return the defective lights, but I have to pay for shipping. They have a 30 day money back guarantee if not satisfied. I dont feel I should pay for shipping for defective items that allegedly have a 30 day guarantee.

  

  Business Response

  Date: 05/23/2024

  The following communications were sent to our customer on 5/22/2024:

  "Hi *********, I have requested a refund for the 2 Outdoor Solar-Powered Motion Sensor Lights (4-pack) with the 212 LED and it has been submitted. Once the refund is processed, you will receive a confirmation. We deeply apologize that your experience did not meet our usual standards. We consider our customers as extended family and strive to provide five-star service in every interaction, but we failed you this time. We are truly sorry.

  "My name is *****, I am a senior representative here at My Patriot Supply, I wanted to reach out to you and also apologize for the frustration and inconvenience you experienced. This is not what we ever want our customers to have to deal with. I have reviewed your order and the emails sent back and forth.
  I see you have been refunded and issued the in-store credit. As for those solar lights that you have, please dispose of them. We are not requesting them back.
  If there is anything I can do to help you now or in the future, please do not hesitate to reach out to me, I am more than happy to help you any way that I can".
  

  We also provided the customer a $25 gift card as a way of saying that we are sorry for a less than White ***** experience.  We at My Patriot Supply remain committed to treating each customer like family, and strive to provide a 5-Star experience on every interaction:)

   

  Customer Answer

  Date: 05/23/2024

   
  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,
  
  ****************************************************

• Initial Complaint

  Date:05/15/2024

  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.

  I ordered military meals. They were suppose to be delivered on May 4. I never got them. When I contacted the company all they did was keep sending foggy pictures and saying it was delivered. The pictures are very foggy. I cannot even tell what was delivered. I feel like they scammed me, stole my money. I want my money back.

  

  Business Response

  Date: 05/21/2024

  First and foremost, we want to extend our sincerest gratitude for bringing your recent experience to our attention. We genuinely appreciate your willingness to share your thoughts, as this allows us the opportunity to directly address any concerns you may have. 
   
  We are troubled to learn that you were provided a less than stellar customer experience and we are committed to making it right. We strive to provide a frustration-free White ***** experience on each and every interaction. 
   
  Your feedback is invaluable to us and plays a significant part in our continuous efforts to enhance our services. We have a robust process in place for logging and addressing customer issues because we believe in making constant strides toward improvement. 
   
  Please rest assured that we are committed to turning your experience around and ensuring that you feel confident in our dedication to quality and service excellence.  We have reached out to you and provided replacement products, along with a $50 gift card to use at your convenience as a way of saying we are sorry for any frustration caused. (This was done on May 16, 2024).

  Again, please accept our sincere apologies for any frustration or inconvenience...and thank you for being the best part of My Patriot Supply.
   
  

  
  

• Initial Complaint

  Date:04/21/2024

  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.

  My first time purchasing and it could have been better. I bought a 3 month supply and two of the packages were damaged. Instead of returning all six tubs I just requested two small replacement pouches. After three days of back and forth email requests I finally connected with someone that would send the two replacement pouches. When I received the two replacement pouches one of them was the wrong product. Attention to detail was lacking with this purchase. After the purchase the company sent me an email request to review the purchase. The My Patriot page wouldn't accept my negative review. The link they provided to submit on their web page didn't work either. This company deserves an honest review that describes their poor performance even if they refuse to accept one. Ed *****

  

  Business Response

  Date: 04/23/2024

  Addressing Your Concerns and Resolution Offer

  
  Dear ********,
  First and foremost, we want to extend our sincerest apologies for the inconveniences you faced with your recent purchase at My Patriot Supply. We have thoroughly reviewed your case and acknowledge that the experience you encountered does not reflect the high standard of customer service we strive to maintain.

  
  Resolution to Your Statement of Problem:
  We have identified key areas for improvement in our service delivery, notably in our communication and processing accuracy. It is evident that the handling of your replacement request was not up to par, with repeated requests for information and incorrectly sent item (chocolate pudding instead of rice pudding). We deeply regret the frustration this has caused and appreciate your patience in allowing us to rectify these mistakes.
  Regarding the damaged packages, the initial communication resulted in the correct replacement items being requested but unfortunately in the picking process an incorrect item was dispatched an error we take full responsibility for. We assure you that measures are being taken to prevent such errors in the future, including additional training for our team.

  
  Concerning Exchanges:
  We offer exchanges for defective or damaged items, and we stand behind that claim. Should any issues arise in the future, please do not hesitate to contact us at ************ our support team is available 24/7 to assist you.
  

  Our Policy on Customer Reviews:
  It is our policy to encourage and value honest feedback. We do not filter reviews based on their sentiment, provided they do not contain inappropriate content. Your insights are invaluable, not only to us for our improvement but also to our community to make informed decisions.
  

  Regarding Your Review:
  Its concerning to learn about the difficulties you experienced in submitting your review on our platform. Transparency is crucial to us, and we never intend to suppress honest feedback. Our IT team is investigating the issue with the third-party review processing platform to ensure it functions seamlessly for all users. We can confirm that your review was successfully submitted on April 21, 2024, at 9:40 PM PST, and we are grateful for your persistence in sharing your experience.
  

  Your Desired Settlement:
  We agree that the initial $10 in-store credit did not sufficiently address your inconvenience. Therefore,we are issuing an additional $25 in-store credit to your account as an expression of our commitment to your satisfaction.
  

  Ed, we want to assure you that your experience has spotlighted essential areas for our improvement. We are committed to making things right and ensuring that your future interactions with us are positive and seamless. If theres anything more we can do to assist or improve your experience, please do not hesitate to reach out.

  
  Warm regards,
  My Patriot Supply

  
  

  Customer Answer

  Date: 04/23/2024

   
  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,
  
  ********

• Initial Complaint

  Date:03/27/2024

  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.

  In Feb 2023 I placed an order but ended up canceling the order within an hour after realizing it wasnt a smart purchase and I would be in a bind if something come up and I needed a little money for something. They canceled the order and said i would get my refund within 3 days. I forgot about it until recently and it dawned on me I didnt remember ever seeing the refund added to my account. After going through my banking documents I realized they never refunded me. I reached out to them Feb 23 2024 and they said they would get it refunded. On Feb 26 they said it was forwarded to the finance department and they was having to write a check and it should be sent out to me very soon. I reached back out last week and they said they were waiting for a response from the financial department so they could check on it and give me an update stating they would email me when they heard from them later that day but they never contacted me. Ive contacted them twice since and its the same BS every time. It has been a month since they told me they would have the check out to me very soon. They literally told me the very exact same thing today that they told me a month ago. They had forwarded it to the finance department and was waiting for them to respond back so they could update me and they will be writing me a check and it should be sent out to me very soon. They said I would be getting an email today after the finance department responds to them but just like all the other emails I was supposed to be getting, I got nothing. As of now its been 397 days and the refund isnt even on the way yet.

  

  Business Response

  Date: 04/01/2024

  Hello and thank you for bringing this matter to our attention.  After researching the issue, we have found that we were caught in a moment of being human:) Please know that the error was not intentional, and it is not the experience we want for our beloved customers. We deeply apologize for the miss and for any frustration this has caused.
  
  
  We have refunded the customer for order #********* in the amount of $850.80. The check (Check #*****, dated 3/28/2024) was mailed today (4/1/2024) via **** Priority 2-Day with a Signature Requirement.
  
  
  The check was mailed to:
  *****************************
  *****************************************************
  
  
  Additionally, as a way of saying we are sorry, we are offering the customer a $100 gift card with our most sincere apologies for the frustration this has caused.  
  
  
  Lastly, we will use this as an opportunity to improve process and oversight so this does not occur again.
  
  
  Thank for providing us the opportunity to make this right.

• Initial Complaint

  Date:02/25/2024

  Type:Billing 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 recently purchased three products from MPS (My Patriot Supply): a water filtering device kit, a stand for the water filter, and an air filter. The experience with the air filter has been what I would consider fine, however the plate for it arrived broken. The business said they couldnt send me a replacement part, and said I would have to be fine with the broken plate, or Id have to send the whole thing back to them. I decided to keep it in place of a credit. My experience with the filter kit was terrible. I have municipal water, as the company stated would be adequately filtered by their device. It was not. I became ill after drinking water filtered by the device after about two weeks. Switching back to bottled water immediately improved my symptoms, but I was still ill. I have since been seen by a doctor, who put me on a medication to mitigate the risk of a bacterial infection. My doctor also alerted the health department that my water needs testing. This health issue would not have occurred had I not trusted My Patriot Supplys water filter to adequately filter my water for consumption. The efficacy of their water filters has not been retested for almost 10 years. When I requested to return the item for a full refund, they did not respond to my request for a prepaid shipping label to ship the device back to them, nor would they refund me for the used filter in the kit. My last email to them has gone unanswered for well over 72 business hours. I find this to be completely unacceptable, considering what I have been through. They have even continued to automatically charge me the monthly payments I had selected when I purchased the items. I have already paid well over the cost of the air filter, but they just took another $150+ out of my account the other day, disregarding that we are disputing this transaction. I need the company to resolve this with me, and Im hoping BBB can help.

  

  Business Response

  Date: 02/28/2024

  We appreciate the opportunity provided by the Better Business Bureau to address this situation. Our team takes customer concerns and the effectiveness of our products seriously. It's evident from the details shared that the experience did not meet the expectations of the customer, which we apologize for. Following the discussions held with the customer, the company has expressed its willingness to accept the return of the used, contaminated unit. Considering the unfortunate circumstances and as a gesture of good faith, a partial refund is still being offered. The company believes this solution to be more than fair based on the following and considering the situation and aims to ensure customer satisfaction while addressing any concerns raised.
  On December 26, 2023, customer *********************** reached out regarding a damaged air filter received, specifically mentioning a broken part on the faceplate, and inquiring about the effectiveness of the product in improving air quality post-construction of residence. The company's response, provided the same day by ******, expressed apologies for the condition of the received item and clarified that while a direct replacement for the faceplate was not available, an in-store credit could be offered, or a replacement unit sent. Additionally, ****** detailed aspects affecting air quality improvements and the durability of the air filter's components, inviting further queries, and outlining the return policy for *****'s consideration.
  The following day, ***** provided confirmation of the filter's positive results and requested details on the amount of an in-store credit for the superficial damage. ******, responding on January 2, 2024, stated that the in-store credit would amount to $30.00 and shared specifics about its delivery through email with no expiry date. Accepting this offer, ***** expressed satisfaction and notified the company.
  On February 7th, 2024, *********************** inquired about the prevention of mold growth in the filters of her water filtration system purchased more than a month prior, asking, what "prevents mold from growing inside them?" ****** from customer service highlighted the filter's activated carbon block core and hybrid ceramic/silver shell, advising regular twice monthly maintenance cleaning. ****** provided detailed cleaning instructions, emphasizing the use of mild soap/detergent and warm water, or a specific stainless-steel cleaner, and recommended manual washing overusing a dishwasher to protect the stainless steel's integrity.
  In the customer's communication on February 10, 2024, she expresses significant concern and dissatisfaction with our water filter, citing a belief that the product's certification and water quality report are outdated and have consequently led to adverse health effects.
  This perspective, while reflective of their personal experience and concern for health and safety, makes broad accusations regarding the reliability and efficacy of the product without substantial evidence.
  It's important to clarify that our products underwent rigorous independent lab tests and the claims mentioned overlook the fact that our water filtration systems are evaluated to meet the standards set by NSF/ANSI 53. The testing confirms that our systems effectively reduce the presence of harmful substances in tap water to levels that are well within safer drinking water standards. The customers demand for a full refund based on these accusations underscores a
  misunderstanding of the product's proven reliability and effectiveness in providing safer, cleaner water.
  Furthermore, in response to the customers concerns, it is crucial to highlight that, as a manufacturer of water filtration systems, our products are designed to improve the quality of the water that passes through them based on typical household water supply conditions.
  However, we have no control over the quality of the water before it enters our system, nor do we guarantee the removal of all contaminants, especially in cases where the water is pre-filtered through another system before reaching ours, like she stated was her case.
  The unique environment in which ***** described where she lives, particularly being near a landfill and a fertilizer manufacturing lot, introduces variables that could affect the water quality in ways our products were not specifically tested to combat. Therefore, while our filters aim to significantly reduce a broad spectrum of contaminants ****************************************************** predict their performance against all potential contaminants introduced prior to or after our system's filtration process.
  In the response to the customer, ******* emphasizes, our standard return policy of unopened unused items; "Now that being said, since the unit has been used for significant period of time, we can still do a modified return but unfortunately it would be $75.00 plus any shipping less than the original purchase price."
  This highlights the company's commitment to accommodating the customer's needs as much as possible, underscoring our high level of service. Furthermore, it reflects the company's flexibility by modifying its return policy which has not change in over a decade and has served our millions of customers well to address potential sanitary or health concerns associated with the return of used products. The company's willingness to recycle parts of the returned item and to process a refund upon receiving the item in "like new condition" further illustrates their dedication to valuing the customer and ensuring their satisfaction.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21343294
  
  I am rejecting this response because: While MPS was very detailed in their response and outlined all of the facts that I previously mentioned, it does not excuse the fact that the product did not perform in the way that it should have. I have never and will never pay for a product that made me ill. I would not have become ill had the filter performed its necessary function. That being said, I am willing to modify my request and will pay to ship the product back, but will not accept MPS deducting $75 for the used filter from my refund. Also, all further automatic payments through Splitit must be cancelled. I fully expect to receive the most recent $151+ that they deducted from my account and whatever other difference there may be (once the filter kit is returned) back in full.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/01/2024

  Thank you for your response, *****.
  Today, we are refunding your order in full. We have cancelled the payment plan. Please donate the unit in question or discard at your discretion. We apologize for any inconvenience. 

  Customer Answer

  Date: 03/01/2024

   
  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. I deeply appreciate their action on my part, and will be watching for the refund on my account. I wish this company and their mission the very best.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/19/2024

  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.

  On February 13th I ordered $865.26 worth of merchandise I was told with the holiday coming the packages would be received on Tuesday 2/20/24. On 2/16/24 I received emails stating that my order had been shipped and was on its way. On Saturday I checked the email again to track the package and was told that they 3 packages in total were not able to be delivered on 02/16/24. Upon further investigation I found the following- that on the account I have established with the company has that the delivery of the $865.26 worth of products was fulfilled on 2/16/24. However, when trying to track the packages that My Patriot Supply company has stated was delivered on 2/16/24, according to *** the order was canceled due to voided delivery information given to *** from My Patriot Supply company. I have called the customer service number of ************ that claims to be 24/7 operation and received nothing but a recorded message about how busy the agents are. I placed the order on a store credit account and ********************** Company received $173.05 and I want it back seeing that according to *** this order has been canceled by My Patriot Supply and I will never receive it even though they have received my money. Per My Patriot Supply the $865.26 has been placed on a credit account as paid in full- I want what I paid returned and the account closed.

  

  Business Response

  Date: 02/19/2024

  Dear Better Business Bureau,
  We are responding to provide clarification and address the complaint filed by our customer regarding a shipping error and subsequent refund request. Upon investigation, we discovered that during the shipment preparation, an initial shipping label was printed and subsequently canceled for a corrected one. The original tracking number issued to the customer was canceled due to an error in the package count; it represented only three out of the four boxes that comprised the complete order. To rectify this: A corrected label was immediately created to include all four boxes, ensuring the entirety of the order was shipped together. However, our automatic confirmation system mistakenly sent details of the first, incorrect label, leading to confusion for the customer. We have since apologized to the customer for this oversight and have explained the reason for the cancellation of the initial tracking number.Upon notification, we promptly reached out (Monday 2.19.24) to the customer to explain the situation and assure them that their package was indeed in transit, as confirmed by the updated tracking information with an estimated delivery date of Wednesday, 2/21/24. We wholeheartedly apologized for the confusion and any inconvenience it may have caused.After discussion with the customer about their preference to keep the order or opt for a refusal and refund, the customer chose the latter. We honored this request by informing our returns team to expect the package back for processing of a refund as soon as it is received. Additionally, we have notified our finance department regarding the imminent return and the customer's decision for a refund. The finance team has been instructed to expedite the processing of the refund upon the package's arrival to our facility, ensuring an efficient and satisfactory resolution to the customer's complaint.Our communication timeline with the customer began on 16th February at 9:59 am when she spoke to our representative ****** to place the order. Thereafter, the customer left a voice message for us on Sunday February 18th, at 3:10 pm. Unfortunately, we also missed her call later in the day at 8:09 pm. However, we received the customers email on the same day at 11:04 pm MST.
  We promptly responded to the email at 11:22 pm MST. Our response to her indicated that we were going to follow up on the concern. The objective was to confirm whether there was just a cancelled tracking number and an issuance for a new one for the shipment. If not, we promised to process a refund request for the amount paid. We apologized for any inconvenience caused and informed the customer that we might not have answers until the following evening. However, she was assured that we would get back to her as soon as possible. The resolution of the concern was actively under investigation by our customer service team.
  Our communication continued on Monday February 19th with a returned call by ****** at 10:15 am. Later that morning, the customer spoke to ****** at 10:47 am which completed the correction of the miscommunication and started the process of the customers refusal and refund request.We are committed to excellent customer service and regret that this miscommunication occurred. We have taken steps to prevent such an error in the future and continually work to enhance our shipping and communication processes.

• Initial Complaint

  Date:01/25/2024

  Type:Customer Service 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.

  1/20 i engaged with MPS to purchase emergency supplies. They have several opitons for payment and I chose to review the affirm option which is connected to one email. I chose not to engage with affirm and use the MPS payment plan under a different preferred email. Unknown to myself both emails were charged for the items and two MPS payment policies were opened. I only agreed to one payment plan and one set of goods under my preferred email and was only expecting one set of goods. MPS refuses to review their system and claims i placed two orders at the same time. They will not pick up packages and will not pay for shipping. I am willing to return goods fully.

  

  Business Response

  Date: 02/05/2024

  Order S72854543 from *************************** was placed at 2:13 PM Jan 20 *********************************************** our system with the first pay method under the email ***************************. 
  A second order, S72854548 was placed at 2:15 PM Jan 20 **** MST by the customer online two minutes later with the other, different pay method under a different email ************************. 

  From our point of ******** looks like the customer placed two orders that day and we fulfilled both orders with the different contact and payment methods as received. Both orders and the products requested shipped from our warehouse to the customer's delivery address on Jan 21. 

  *** tracking notes that both orders were delivered to the customer on Wednesday, January 24 at 7:06 P.M. at the front door. 

  When we were notified by the customer on a phone call on 1/25/24 at ****** that she placed the second order by accident, we suggested that she could refuse unopened shipments within 5 days if she were to take it back to *** for return to our warehouse. We told *************************** that we would issue the refund when we received the product back. We also email the customer and apologized again for the inconvenience and reiterated the details about how to refuse the shipment and provided instructions on how to refuse the second shipment and return it for the full refund. The product has yet to be returned.