ComplaintsforHealthy Hydration

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  2/18/23-We bought a Hydrogen H20 Server unit $3003 from ****** as part of a pkg deal that included an acid pitcher (cleaning) $250 & 2 H2 cups $450 that generate hydrogen on their own. Total= $3703.00. We never received a requested detailed invoice but do have a receipt. From mid Feb to approx first part of June we went thru 3 units because of defects. We never had a unit work more than 1-2 wks. Time passed as we returned units & got other units Around 5/10 I ask for money back as we never had a unit over a couple wks that worked. But, ****** kept us going wanting us to help her figure out the problem. ******* being helpful, agreed to take a unit to help out. We got the 4th unit in June. It lasted 2 mo. before failing ****** promised us a lifetime guarantee, but now she says the warranty is limited. There is now no reference to a lifetime warranty on her website & the link she gave me for warranty info is no longer available. Even after repeated requests for a written warranty we have none We bot from her as she had a store in Richland, but is now only online, so we have no store to go to. Since I have insisted we get our $ back, service is toxic. They make promises they dont keep. Promise to email or call but dont. ****** says she no longer deals directly w customers. How long do we put up w a bad situation? I know there are time limits on ************** dont want this to go on so long our complaint is not valid They refuse to refund our money. She claims only a 30 day $ back guarantee but we have never had a unit last long enough to even say we have had a functioning ********** kept us on deck w the narrative of helping her out. We are very weary dealing w ******. We feel we have bent over backwards to be patient & helpful. We would prefer to return the whole package as we have become very discouraged w her products as well as her service. I have a timeline outlining events & issues available. I cannot get details in so limited a space.

  Business response

  10/24/2023

  ***** & ******,

   

  As you were aware when you came in you have a limetime garentee and we stand behind this.  This is why you have had several units replaced at no cost to you and the certified plumber who has also been out that cost the company $350.00 I know you have been in business and under stand that I have put a lot of time energy and money into making this situation right and because you failed to use a certifed plumber we not even sure it was our prodcuts fault they failed it may have been in stalled in correctly but regardless I have taken on the expense of the other machines that did not opporate correctly.  Now on top of this you also asked for a cash discount because of this disocunt it did not leave me with enough profit to even make this work.  So now your asking for your money back when I would be out 4 machines that broke probably because of lack of plumber not the machine and the almost $4,000 the pluming expense and the purchase price also.  Not to mention you have showed up at my personal home and on this BBB claim you put my personal residence not business address I do my best to keep my home private. I would appreate you changing this as well as this is a direct vilation of privacy.  

  My team has already emailed you and let you know the status of your unit.  You will be recieving a new one in a few weeks and we will call you when its here.  

  Customer response

  10/31/2023

  ************************* Lifetime Warranty. We appreciate that. 
  Your Plumber did come to our home. He installed a new unit & affirmed that the plumbing & electrical was CORRECT. At the time he also affirmed that the Check Valve, that ****** said would solve the leak problem, was in place correctly. This is a simple plumbing operation with essentially a plastic tubing line from the water source to the unit & a similar line from the unit to the output faucet. There is also a drain line into a receptacle. 
  She admits the machines did not operate correctly, but *****, her employee, told us the other units were OK & working in other homes. Truth??
  We did ask for a cash discount which ****** readily accepted. We are only asking for the $ back that was paid for the machine (not the bundle) at the cash discount price. 
  $4000 is an exaggeration by her own data. The machine was $3000+$350 she states she paid her certified plumber who came out. Costs of the machines is her business responsibility not ours. 
  BBB required a physical address not a PO box. Your business address is a PO box.
  We have showed up at your home because YOU had us come out & pick up a unit there. Also your warehouse & actual place of business & service center is at your home, so it leaves us little choice since you closed the store in Richland. The fact you had a store in town is why we paid more to buy from you rather than online. The fact you closed the store is disconcerting to us. 
  H2 water is supposed to be a health benefit if used over time. Out of 10 months, we have had use of the H2 water for only about 2 months as various intervals. 
  
  We want our money back because we see no end to the endless repairs & being w/o the health benefits. ******* has had to uninstall & reinstall this unit multiple times eating at his valuable time. We also cut a new hole in our granite to accommodate the electric faucet that was supposed to cure the problem, but hasnt. 
  
  I doubt a NEW unit will be returned to us. They sent ours out for repair & will return it per her service teams email to us. That unit just stopped working. We have now had 1 unit that didnt produce H2 water. 2 units that leaked. 1 unit with an electric faucet that just stopped working altogether (couldnt even get water). If we accept this new repaired unit we will be on #5. We have spent hours of time running back & forth to town to replace units. These units are faulty & should not be on the market. 
  

  
  

*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. ↩