ComplaintsforExpress Water

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a whole home (ultimate protection) filtration system.I am concerned because upon initially testing the system (when first installed), we had similar tap water readings (*******), and the Ultimate Protection Whole Home filter reduced those levels to 000.We tested again in August, and the number was up to 135; we thought it was time to replace the ********** filters were installed per factory instructions, and the *** levels are identical.I found the definition of *** as follows: "Total dissolved solids (***) comprise inorganic salts, principally calcium, magnesium, potassium, sodium, bicarbonates, chlorides, and sulfates and some small amounts of organic matter that are dissolved in water."The company's website marketing description is as follows: "This system removes major water impurities like Heavy Metals, Chlorine, Chloramines, Rust, Dirt, Sand, Silt, Volatile Organic Chemicals (VOC), Iron, Industrial Solvents, Total Organic Carbon (TOC), Pharmaceuticals, Turbidity, Odors, and Cloudiness."Despite the potential variation in terminology, the marketing promises of the system are clear. The system is advertised to remove major water impurities, including those that contribute to high *** levels. These promises led me to believe that the *** levels in our water should be lower than our regular tap *************************'s truly surprising that a small pitcher filter can effectively remove dissolved solids, while the whole home (ultimate protection) filtration system, which is designed for comprehensive water purification, does not. This is especially shocking after the website promises a level of cleanliness and convenience that surpasses other filtration systems including "any pitcher."I spoke with an agent who dismissed the complaint. I persisted, and they requested that I send documentation to the company. I submitted the documentation, but communication has gone silent.

  Business response

  09/25/2024

  We're truly sorry to hear about the challenges you faced with your Express filtration products. Ensuring our customers' satisfaction is our top priority, and we deeply regret any inconvenience this may have caused. 
  We'd like to investigate this matter further to fully understand why our products or customer care support did not meet your expectations. Your feedback is invaluable in helping us improve our products and services. 
  We want to do our 100% best to assist in taking care of your concerns. Please kindly contact our **************** Manager ***** at ********************* so we can assist you promptly and ensure this issue is resolved to your satisfaction. We value your business and hope to have the opportunity to restore your trust in ExpressWater Systems. 
  Thank you for bringing this to our attention. 
  Best regards, 
  Express Water 
  ***** *. -  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This is for a whole house water system that has never worked correctly from the first day. The system was installed by a profesional plumber has an extreme prssure drop with brand new filters installed. Upon inspection by the plumber, the 3 stage filter system had deffective 2nd stage filter and it leached carbon into the third stage and plugged it up causing the pressure drop. Contacted the company and through a series of emails it was determined that the filter was to blame and they sent me brand new filters to make good on warranty. installed the new filters, same problem. Under recommendation from the company we did a water test and tried a different final stage filter. Upon installing the third set the same problem happened but this time the first stage had a failure as the plumbeer had detemined the first stage and second stage was defective. I once again contacted the company and they ran me around on emails for 4 days only to try to give me new filters which i did not want because they seem toi have a defect via a third party opinion of a plumbing profesional. Tried a different companies filters and the system works better as per spec. The express water filters only lasted 2 weeks before pressure loss and total failure in 4 weeks. The website claims 3-6 months well short of this time. After the last set of emails the company now refused me refund and only exhange for more faulty filters.

  Business response

  08/30/2024

  We're truly sorry to hear about the challenges you faced with your Express filtration products. Ensuring our customers' satisfaction is our top priority, and we deeply regret any inconvenience this may have caused. 
  We'd like to investigate this matter further to fully understand why our products did not meet your expectations. Your feedback is invaluable in helping us improve our products and services. 
  We want to do our 100% best to assist in taking care of your concerns. Please kindly contact our **************** Manager ***** at ********************* so we can assist you promptly and ensure this issue is resolved to your satisfaction. We value your business and hope to have the opportunity to restore your trust in ExpressWater Systems. 
  Thank you for bringing this to our attention. 
  Best regards, 
  Express Water 
  ************** -  

  Customer response

  09/03/2024

   
  Complaint: 22220499
  
  I am rejecting this response because: I have already gave them ample feedback and resonable request for a refund. The filters only last 2 weeks to 1 month because of a defect in the filters. I have tried another brand and got almost 3 months so obviously its the brand.  They want to send me new filters but  I dont want new filters, the prior 6 all failed. i want a full refund of just the filters less shipping and tax, pretty fair. Furthermore, they already sent me an email saying they wont refund me sorry about your luck goodbye. So no i dont except this.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The filters delivered wher not what i ordered. They were unsealed, unlabeled with identifying marks and filthy dirty leaking black carbon like material. I did not order carbon filters. I would NEVER use an unsealed dirty and unlabeled filter for my families drinking. DISGUSTING Have reached out 3 times with zero response to support

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The company intentionally does not send necessary parts with their replacement filters, forcing you to spend an absurd amount of money on their proprietary plastic parts. These parts likely each cost the business no more than a cent to manufacture. They artificially create an out of stock condition for smaller quantities of these parts, forcing you to purchase them in bulk on their website.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered 12-22-23 Total ****** Paid Plumber ****** One of the filters is green and filled with algae. I called support and they stated I needed to build a cover for the device, when the website shows the device outside with no cover. Also when i called the company, it was like they didn't care about the problem. They stated i should of installed the device inside my house, which wasn't an option for me. They also stated they hear this complaint a lot from *******, and hasn't done anything to resolve the issue. I had to buy a different filtration system from kind water, and remove theirs because didn't want that algae coming in the house. Also they stated I need to all brand new filers and it hasn't even been close to the expiration date on the filters. Very upset, because I do use their water osmosis system inside the house for drinking water, but when i use up all the filters I'm going to get a different system.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had one for-sale item in my cart. I received a text from the company stating that they were offering an additional 5% off if I completed my transaction within 24 hours. When I tried to purchase the item with the code, it was denied. I sent a message to the company and they are denying the code for the item in my cart.When I asked why they initiated the offer for the only item in my cart, if they could not honor their own offer, I just got a denial.In total, I sent the request to explain why they sent the code three times. The third time, I requested that a manager respond via e-mail. I just got the same answer.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 5-29-22 I had ***************************** plumbing install an Express Water system into my home. I questioned the quality of the water from the beginning. I have had RO systems for 40 years. Sadly, I learned ******* wasn't an honest plumber after he charged me $235 in February to change the filters. Expresss Water requires the filters be changed every 6 months rather than once a year. The ice cubes were not clear and the water coming out of the faucet spurted air and particles. They had a lot of excuses. The problems didn't go away and I called them and talked to ****** in February. I told her from my experience it was a bad bladder. She said no. I now have a really trustworthy plumber who understands the system and agreed with my analysis. I stopped arguing with ****** who I talked to again this month, September and they wouldn't honor the 1 yr warranty which was up in May even though I had called in February. They charged me $35 for a new tank which I demanded at that point over her excuses. The invoice they sent me was declined because they were out of stock. They suddenly found one last tank to send me.The new tank works well so far and the plumber tested both tanks. The bladder was not working on the original tank. If the tank is out of stock they must have a lot of bad tanks. I want my money back from them so I can buy a new system from a reputable company. I have an auto immune disease and don't want to continue having a system that could be harming my health. Their excuse for not accepting the warrantee was because I was no longer in contact with the original plumber and able to get "his" original receipt. They do not keep records.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction :6/13/23 Amount of money paid: ***** What the business committed to provide you: recurring replacement of RO filter system set with $***** charged per replacement What is the nature of dispute: Bad taste in the water due to the replaced filter.Whether or not the business has tried to resolve the problem: They guided trouble shooting over email, nothing has worked so far. Promised to send replacement filters. Nothing has arrived so far. Not responding to emails or phone calls.Account/order/tracking number : A66263

*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. ↩