ComplaintsforCrystal Quest

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have an ongoing dispute with Crystal Quest who manufactures Water filtration systems. I have already disputed charges to my credit card and filed complaints with the Georgia States Attorney ************************** and OSHA. I have no idea the quality of the systems because I am trying to return mine which is the basis of my complaint.Despite Crystal Quests claim they have done everything possible to accommodate me, I was never provided a list of what I actually bought and never provided installation directions specific to my system. I was told it was impossible to provide manuals for every system they made and I could contact TECH support with any questions I may have. My professional plumber was to install on a Saturday when TECH support is NOT available and it is impossible to know what I need or what I am missing without any relevant paperwork to reference. Some tanks were received damaged and instead of shipping the replacements with media already installed I was directed to salvage media from the damaged tanks and transfer to the replacement tanks. Despite the amount of time needed to swap the media out, I was never informed about the chemical hazards I was being exposed to and stopped when my hands became irritated with a chemical reaction. This was when I decided I no longer wanted to do business with this company.I disputed the credit card charges and Crystal Quest proposed I return everything as shipped and they would pick up. I agreed and when I informed Crystal Quest when the crate would be ready for pick up they reneged and instead said they were back charging me which I am currently disputing. In closing, I have no intention of paying any back charges trying to be imposed by Crystal Quest. If Crystal Quest had in fact done everything possible to accommodate my reasonable requests, my system would already be installed.Mr *********************

  

  Business response

  06/12/2024

  ************** has been a continuing problem customer since part of his system arrived damaged. He falsely accused that the system was used but was quickly assured it was unfortunately damaged in transit. The customer was quickly sent replacement parts totaling over $1,380 plus $307.11 to ship the replacement and $345.52 in shipping for the original order. All these costs, totaling $2,032.63 were paid out of pocket by Crystal Quest.
  
  For weeks after the customers purchase, he asked dozens of ************************** and made numerous requests all of which were answered promptly and completely. Despite us fulfilling every request and answering each question the customer was consistently unpleasant and unreasonable. Our engineering team even manufactured a detailed schematic for the customer despite that being a service only offered to commercial and industrial customers. He was verbally abusive on many occasions regarding the delivery of his replacement parts and his inability to schedule delivery due to his abnormal work hours and not having access to a phone during normal business hours. Even though this issue was between the customer and the freight company we went above and beyond to intervene.
  
  The replacement parts were delivered, and the customer was pleased and said all had been resolved. Over a weekend, outside of normal business hours, the customer had ************************** while installing his system and rather than asking for clarification like he had many times before instead decided to file a chargeback with his bank.
  
  The customer was given full access to our technical support team who could help answer any questions about his system over the phone or via facetime. The customer used our team as a resource on numerous occasions and was fully supported each time.
  
  As a company that has been in business for 30+ years we have never seen a customer make the complaints and accusations this customer has. He alleged the filtration materials gave him a chemical burn which is unfounded and simply fabricated seeing as though the materials are organic and all certified.
  
  If the customer was not pleased with his purchase he is allowed to return the system within 30 days.Per our return policy customers are responsible for return shipping cost and a 30% restocking fee. We only ask that the customer pays the return shipping, but he refuses to do so. We believe the customer changed his mind about the purchase and has filed a dispute with his bank and this complaint as an attempt to avoid paying the return shipping cost. All customers agree to our policies when placing their order. 
  
  All the customer must do is either withdraw the dispute with the bank or pay return shipping for the order and we will coordinate return to resolve this for all parties involved. ************* refuses to cooperate with our policies to do so.

   

  Please see attached documentation. 

  Customer response

  06/12/2024

   
  Complaint: 21813067
  
  I am rejecting this response because:

  I still contend that Crystal Quest has not and will not provide me a list of what I bought. I do not understand how this is considered an unreasonable request.
  
  
  The damage tanks were replaced but instead of sending replacement tanks with the media already installed I was expected to remove and salvage for reuse the tank medias which would take hours and is an unnecessary inconvenience to me but I tried to transfer the medias anyway but that had to be stopped once my hands had a reaction to chemicals in the media. 
  Crystal Quest is the expert and knowing I am not a trained employee and working for free, notice of a chemical hazard should of been provided me but wasnt. This is where I knew I did not want to do business with this company.
  
  
  Crystal Quest did make a formal proposal to resolve the issue by having me pack up the system the way it was shipped and they would have it picked up. I agreed and do have the system packed and crated and ready for pick up and expect Crystal Quest to honor their formal proposal by picking up their crate. 
  
  
  In closing It is true I made numerous inquiries about the system. It was an attempt to avoid this type of situation. I never had a supplier refuse to provide me in written what I purchased and TECH support is useless if they are not available on the day I am paying a plumber to install the system. 
  
  
  Crystal Quest should Honor their proposal and pick up their system. It is ready
  
  
  Mr *********************
  
  
  
  Sincerely,
  
  *********************

  

  Business response

  06/12/2024

  We are not going to go back and forth with the customer. Our original response to this complaint represents what we stand by. The customer has been made aware of his options to resolve this from here. As stated previously,he must either withdraw the chargeback or pay the return shipping to have it sent back to us.

  Customer response

  06/13/2024

   
  Complaint: 21813067
  
  I am rejecting this response because:

  Crystal Quest need to honor their end of our agreement that they originally proposed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a whole home RO system because I am a disabled vet with water hardness in the 50s and terrible taste., B/c I have severe back issues, I can no longer carry drinking water in jugs. Our house burned down, which I took as a chance to make an improvement.I sent a water report to ****** of CQ and he recommended an 1800 gpd system. When I had my plumber install the system, it leaked severely because of an incorrectly installed O-ring on one of the filters, resulting in additional labor fees to my plumber.I called CQ about wiring the float switch and *** told me to wire it incorrectly, resulting in more plumber labor fees. I did this 4 times and, to save money, began working on it myself and had to look on ******* to figure it out. *** also incorrectly told us to install a check valve directly above the outlet of the booster pump, which again resulted in unnecessary labor fees to my plumber. Again I researched and figured out the correct placement of the check valve myself, then paid my plumber to fix the system.Once we got the system working, the water tasted bad, but I waited to see if it would improve. However the system failed after just two weeks and blew over 100 gallons of water into my yard. When I asked for help, ****** simply told me to call my plumber to fix it.At this point, I had my plumber remove the system and paid him to re-plumb my house because I had it set for treated water throughout, but now have to run hard water through my hoses and softened water in the house. I had to do it immediately b/c I am scheduled for back surgery soon and need a working system in place.I would like to return the system for a refund, am willing to pay shipping costs, and request that CrystalQuest pay me $6k in unnecessary labor fees. I paid my plumber over $11,000 in labor fees, but estimate it would have cost $5K to have him install a softener and plumb the house.I believe CQ knew an RO system was inappropriate for my needs but took advantage of my situation.

  

  Business response

  04/23/2024

  We have been in contact directly with ********************** to make sure we find a resolution. The order was made in September 2023 and although the order is out of the 30 days return window policy, we are willing to honor the return. He has been informed by our management team that we are willing to go outside of our policies to allow a return. 

  Customer response

  04/24/2024

  Hello, 

  I received a response from ****** who said that they would reduce their restocking fee from at least 30% to 15% provided I removed my BBB complaint. However, their posted policy is a 30% restocking fee. I believe he was trying to intimidate me by threatening to charge me additional costs, stating, at least instead of their actual policy, so that I would back down and accept this offer.

  Additionally, this does not address the fact that I have had to pay over $6000 in unnecessary labor fees to my plumber because this system was inappropriate for my needs, which is something they clearly knew before selling me this system.

  At this point, I would like Crystalquest to refund my entire purchase price and waive all restocking fees. If they do this, I will be satisfied.

  Ive attached the email correspondence from *************************** as well as a photo of the Crystalquest refund policy.

  Thank you,

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

  

  Business response

  05/01/2024

  Our office has been in constant communications with ********************** attempting to work with him to facilitate a return for refund and we do not understand why he continues to agree to the return process when he speaks with our representatives and then turns around and files these BBB complaints stating otherwise.  Attached you will find the email correspondence of ********************** agreeing to the return policies.  As ****** stated previously, due to the order being placed in September of 2023, outside the 30 days return period, we would normally have to apply the 30% restocking fee as stated in the policies that were agreed to upon purchase but in an attempt to try to extend an olive branch as a courtesy to ********************** we offered to reduce that 30% fee to 15% and Mr.********** agreed as you can see in the attachment.  He has spoken with our shipping department multiple times over the past week including today and made no mention of any of this to our team at any point.  We would like to conclude this situation and believe that the return as agreed to is already a more than fair compromise and ask that ********************** please continue to work with our shipping team to facilitate the return shipment so that we can process the return and refund for him as we have already agreed to do.   

  Customer response

  05/02/2024

  This is relatively accurate. I am working with the company. I got nervous when an employee stated they would normally charge at least 30% but he has since reassured me they will reduce the fee to 15%. They have refused to assist with the additional $6000 I had to spend on installation and removal labor fees  

  The system is scheduled to be picked up on Monday and once I have received my refund I am willing to close this complaint.

  

  Business response

  05/21/2024

  Crystal Quest issued ************************** transaction refund yesterday 5/20/2024. He is aware of the transaction via email as attached. We are hopeful to have this complaint removed now that we have come to a conclusion.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A whole home filtration system was purchased for $12,874.00. Within a few months the main tank had a catastrophic failure and ruptured at the collar which caused the tank to leak and be unrepairable. The company replaced the tank, at a cost to me of $2839.76 (which they should have bore). I then had to bare the cost of the plumber to install (almost another $1000). They provided the tank WITHOUT filter media and have asked that I pay another $3000 to replace the media, even though the tank failed whilst under warranty, and the media only needs replacing due to the failure. I, along with ******************* (TotalCare), have reached out to Crystal Quest multiple times to ask they provide the media at no charge. ******************* has been met with denials, whilst Crystal Quest have ignored my phone calls and emails all together. I am seeking that they either; 1) provide the media at their cost including the shipping and cover the cost of the plumber to reinstall the system (again for a 3rd time), or 2) remove and refund the entire system at their cost.

  

  Business response

  02/02/2024

  Our customer service team has been in contact with ****************** regarding his request. We are currently waiting on a response from the customer with how he wants to proceed. Please note that we have already provided ****************** a replacement tank free of charge with the responsibility that he covers shipping and taxes totaling $250.29. Which he agreed and paid. We have offered him a 50% discount on filtration media should he want to replace that but as stated in the email response the media in the tank remains in excellent condition and only needs replaced once it has reached its lifespan of 5-7 years. We believe the miscommunication occurred because ********************** plumber was communicating with our team and was not relaying the information clearly. Please see attached email correspondence sent to ******************* 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bougt a defective system, returned it back ,no system ,no refund ,no response

  

  Business response

  11/21/2023

  This is the second complaint filed by ****************. The customer has refused all attempts made by our team to resolve the issues with his system, which further investigation revealed were caused by installation error, not manufacturers defect. The customer has continued to harass and defame our company through fabricated negative reviews (see attached),complaints, and a dispute with his bank. As you can see in the attached email,we offered the customer to return the system for a full refund even though it goes beyond our return and refund policy. The customer has not responded to our communications with him and has instead disputed the charge. The customer is continuing to make complaints despite now having received a full refund all while keeping the product. Despite any wrongdoing by Crystal Quest, we will not be fighting his dispute in hopes the customer will cease his harassment and defamation of a company who has spent 20+ years building their reputation.  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a whole house reverse osmosis system from Crystal Quest in July. Since it was installed it has had the following issues:- improperly installed O rings - The first pump failed - water has weird smell/taste - is using expensive amounts of water (one month ****** gallons)- system has totally failed & no longer works. This is a very long & detailed story, but I have done everything the company has requested of me to figure out what is going on. Between the water company, multiple plumbers & calls with their technicians it is very clear its a fault with the manufacturer. The system is an 8K system, it cost me $2,900 to have it installed. I have everything documented (phone calls & emails) and can easily obtain reports from both plumbers, I also have the water readings from our water company showing the water usage from when the system is on & off. This shows very clearly that it is the system using the excessive water which Crystal Quest admits should not be happening. They want the units shipped back out but want me to pay. They are refusing to help me in any capacity other then phone calls. I can email all documents (its a lot so it has to be emailed/can't upload sadly). It's been ********** have exhausted every possible avenue.

  

  Business response

  03/10/2023

  It is clear that this customer is attempting to smear our company's name in an effort to try to pressure the company into meeting their unreasonable demands.  They are purposefully bending the truth and at times outright making things up in addition to omitting key facts as a way to try and support this effort.  Crystal Quest has from the very beginning gone above and beyond to try and accommodate this customers many demands in a wholly professional manner.  We have replaced a great deal of parts for them at no charge, provided replacement filters at her request (that were not necessary) at no charge, paid for around $1000 dollars of their plumbing charges at their request, spent countless hours trying to help them and have repeatedly offered to refund them or repair/replace their system but the customer has continued to refuse to actually return the unit to our facility in order to allow us to do either.  It is interesting that none of this was mentioned in her complaint here and you can see that she had previously filed a complaint only to remove it after we agreed to her demand to send more free filters. Per our company terms and policies that were agreed to upon purchase, Crystal Quest is the manufacturer and not responsible for installation or maintenance costs or shipping costs associated with returns.  If the customer would like to return the system for repair or refund they will simply have to return the equipment to us as is our policy to do so.  We have always and continue to offer these options to the customer. 
  
  The customer has made a number of assertions here that we disagree with and would like to help clarify things for both the customer and the ********************.  We have also uploaded all of our representatives communications to show the truth of this situation. 
  
  It seems that the customer's main claim is this excessive ********************** usage in which she states that she has determined that the system was at fault because this excessive water usage did not happen when they bypassed the system which may or may not be true but what she completely fails to mention is that we have explained that the only way the system could be performing regeneration or backwash cycles for such long periods every day and sending excessive amounts of water to the drain in the way she had described would be if the valve was not properly programmed according to the instructions in our manual.  For the last 4 months or so (from the very first call about this wastewater issue) we have repeatedly stressed the importance that the customer check the programming on the softener control valve to ensure that it was properly programmed upon installation and this was ignored continuously. In an email of Dec. 5th this was stressed again and explained in detail but again ignored.  We have also offered to reprogram the valve ourselves for her if she would send it to our facility and she declined.  We asked the customer to help us look at the programming on numerous phone calls and the customer declined.  On our most recent call with the plumber we were able to finally work directly with the plumber to reprogram the valve to the correct settings over a video call.  It is clear that this issue was a result of user error and not a defective piece of equipment.  If the valve was properly programmed according to the settings shown in detail in the manual it would have only performed the regeneration cycle once per week at the scheduled time. 
  
  The customer has only recently began (only in the last week or so) to claim that the original pump flooded her basement back in August of 2022 but there was no mention of this at the time or any other time over the next 5 months or so all of which we were in near constant communication throughout.  When we replaced that pump originally it was described as a minor leak from the head seal of the pump by the plumber and they made no mention of a flooded basement either.  When informed that the pump was leaking from the head seal we promptly sent a replacement pump at our cost and even agreed to pay for the entire invoice for the plumbers labor to replace that pump at the customers request.  We do not believe this conveniently recent claim of a flooded basement.  Like I said, we have never heard this mentioned throughout the 7 months or so of ongoing communications with the customer until just recently, never received any photos or evidence of this occurring and it is strange that we would just now hear of it.
  
  She has made multiple comments that we did not provide a manual but not only do we have this information listed publicly on our website but several different team members have emailed her copies on at least 3 separate occasions.
  
  The customer states that her ********************** had a strange taste to it periodically but this was only mentioned to Crystal Quest once very early on in September and not enough information was provided to properly determine what the cause could be and was never revisited in our many calls and emails with the customer in the course of the next 5 months or so.  She also mentioned that she tested the water at this time and found that the system was effectively treating the water. 
  
  In January of this year the customer began to claim that the ** did not work although they could not provide much detail on what exactly was happening with it but stated that it was not producing enough water. Our technicians recommended that they have the inlet and outlet water tested at a laboratory to determine if the water conditions may be affecting the reverse osmosis membranes and clogging the system (which will happen after the system has been used with contaminated water for a period of time) and the customer instead opted to only test for chlorine with an at home test strip kit. We then sent a replacement ** pump along with a number of other parts on the system at our cost.  They stated that the system was still not operating correctly and we offered to A) refund them for the system or B) repair/replace the system for them if they would return it to us but they declined.  We also offered to send two of our own technicians out to take a look at the system in person and stated that if it was determined that there was a defective part on the system we would not charge them for the trip but if it turned out that there was some other reason for the issues (something due to incorrect installation or operation of the system) that we would have to charge for the trip and they declined.  Instead they suggested that they hire another plumber to come take a look and asked us to split the invoice which we agreed to do although we let them know that the other options were more likely to be successful as they would allow our technicians to physically inspect the equipment.  

   

  Customer also insists that the company has refused to pay half of the most recent plumbing invoice despite the fact that she is absolutely aware that we are processing the payment for her and she only provided the invoice one week ago.

   

  There are numerous other examples of these types of misrepresentations of the truth and it would incredibly tedious to go through everyone of them but you can read through the entirety of the emails and see it all clearly.  At the end of the day this all boils down to the customers refusal to adhere to our very standard return and repair policies.  If they would like to return the system for a refund, please, return the system and we will process a refund.   

  Customer response

  03/11/2023

   
  Complaint: 18886288
  
  I am rejecting this response because:
  

  Crystal Quest is again being disingenuous in their response. As I shared in the previous attachment you can clearly see in the email proof of when issues were brought up & what those issues were. As I also stated (and crystal quest was also made aware of via email & on the phone) I have majority of the phone calls recorded proving they have lied and not followed through with their promises. 

  Just a few frivolous points - regarding my basement - they were told that there was water all over my basement, and I did tell them that thank god there was no damage so at no point do I claim there was damage there, so honestly it's a bit nit picky of them. I am not seeking compensation due to that - it's just another example of the frustration and repercussions due to their broken system. 

   

  Additionally, ample converstations were had about the water taste/smell, they asked me to do water tests - I did. While we were in the middle of figuring it all out the excessive water issues arose and so that then became background noise. I brought it up in September because at first it happened very sporadically so I thought oh maybe its just because the system is brand new- but it became more frequent and multiple people noticed it. So then I made them aware. As with almost every other issues ****** would just be like "I don't know it does not make sense". So much for the "tech support" they are supposed to offer (as you can find on their website & additional paperwork) 

   

  For the matter of the instillation manual - I asked for it once when the item arrived without it. I received it & never asked for it again, it's crazy that I even had to ask for it considering how much I paid for the system you would think they could afford to send it along. Why they felt the need to send it more then once is beyond me. But furthermore if they want to nit pick - they should really read their own manuals, as they don't even know that the control head for the water softener we had to replace is in military time. They kept condescendingly telling both plumbers to adjust it without realizing that - our plumbers had to inform them. I mean how do you not even know your own products. 

   

  As for the water usage - attached are water readings. Where you see the high numbers, that is when the system is on. The ones that are low are from when the system is off. Additionally attached are water bills - we had to get on a payment plan due to the absurd water bills, but our average bill is about $80 as you can see. At our old apartment which has the same number of bathrooms & was the same square footage of our current home we only used 600gallons per month. As we stated, we did all the water tests crystal quest requested of us, we had the water company come out & check the meter as well as make sure there were no leaks on their end, we also had our plumber come out and look at everything to ensure there were no leaks in the house at all. When it became clear that the only other possibility was the unit we turned it off to see. Sure enough it was the unit. Crystal Quest claims it was due to the softer and some sort of cycle it runs - it may very well be because of that. Sadly, we never had the opportunity to figure out if that was the exact cause  because the ** system stopped functioning properly and no one can figure out why including Crystal Quest. But what is clear (as you can see in the attached documents what IS clear is that it was because of the system). 

  Regarding CQ offers - when it became apparent that this was turning into a big issue I said I would happily like a new unit sent out but I was not going to be responsible for paying the additional labor costs (as you can see in previous documents I have already paid a lot of money due to this system that I should not have). They first wanted to do "teach calls" to "troubleshoot" - I agreed. We have done about 5 or 6 at this point & I literally have their "teachs" recorded saying it makes no sense & clearly the plumbing is fine and they don't know why its not working. They have sent out three new parts to be replaced and those have not even fixed the unit. Additionally - one of them is overheating! I have a phone call recorded where *** tells us on the phone that Crystal Quest would handle getting the system back to them if the last third party convo didn't pan out. I also have also already provided emails from ****** saying we would get a full refund. I have made it clear for months on end that I am not going to be responsible for additional costs - it is not my burden that they sent me a faulty system. Now when it is clear there is nothing left to do they change their tune & say oh well you have to cover the costs & figure it out. They know perfectly well shipping will be expensive as well as the fact that I do not have the materials to pack this unit. It arrive in giant pallets and wrapped. This is also not the first time they have renegade on a guarantee - *** has also agreed to send me two bath filters and two shower filters since my system wasn't working. Free of charge - then ****** follows up via email telling me they actually won't and that I can use my store credit. So this is a habit of theirs. 

   

  This is a very simple matter - I paid for a product and Crystal Quest did not deliver.  I have gone above and beyond it meeting all of their demands and now when it's their time to do so they want to point the blame on everyone else. They are so desperate as to even try to now say "oh it's an electrical issue" they have pointed the blame on everyone else and refuse to take responsibility. You can look at their other reviews as well as their ****** reviews - this is clearly a pattern and they are taking advantage of people. This is not a smear it is simply the truth. As you can see in my emails even as of the most recent I have been willing to compromise - I have begged them. They refuse. This has taken up months of my life, I am a mother to two small children and it's absurd. You can also go back to the info provided from the ************ and both have offered to write up additional statements if need be to verify all that I have shared. They have zero proof or documentation to back their stance while I have ample. 

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

  

  Business response

  04/12/2023

  Crystal Quest respectfully and fundamentally disagrees with the customer and finds these demands unreasonable. Crystal Quest has from the very beginning gone above and beyond to try and accommodate this customers many demands in a wholly professional manner.  We have replaced a great deal of parts for them at no charge, provided replacement filters at her request (that were not necessary) at no charge, paid for around $1000 dollars of their plumbing charges at their request, spent countless hours trying to help them and have repeatedly offered to refund them or repair/replace their system but the customer has continued to refuse to actually return the unit to our facility in order to allow us to do either.  Like we have explained previously, the water usage was not due to any defective part but rather user error as the system was not properly programmed as per the manual upon installation. Per our company terms and policies that were agreed to upon purchase, Crystal Quest is the manufacturer and not responsible for installation or maintenance costs or shipping costs associated with returns.  If the customer would like to return the system for repair or refund they will simply have to return the equipment to us as per the company policies (which we might add are the same for virtually any industry or company).  We have always and continue to offer these options to the customer.  

  Customer response

  04/12/2023

   
  Complaint: 18886288
  
  I am rejecting this response because:

  Crystal Quest is being again disingenuous. As shared in the evidence & per the recorded phone calls, Crystal Quest admits that it was indeed a faulty part that resulted in the excessive water usage. It was programmed per the ****** (as both plumbers can attest to & have attested to) also Crystal Quest admits (via a recorded phone call) that some of the programmed could only be corrected by them. Again - I have all of this documented. 

  The matter really is simple, I purchased a system from Crystal Quest - I paid for a properly functioning whole house RO system, Water softener, UV light & re-mineralizer. Crystal Quest has not met their obligation to provide me with this as outlined in the initial complaint from day 1 there has been one issue after another. They can only "address" one claim out of all of them because it's crazy that two pumps have failed, the whole RO doesn't work AND the issue with the programming for the excessive water usage. Given these circumstances my requests are not unreasonable. FURTHERMORE crystal quest FAILED to pay for their half of the third party plumber that THEY REQUESTED and I have MULTIPLE assurances that they would pay this. Low and behold another false promise on their end. 

   

  I am more then happy to provide BBB with all the additional recorded evidence should they like to let me know how best to submit it. This has turned into a 15k nightmare for me and shame on Crystal Quest for running a business as they do. They lie, they avoid responsibility and make false promises. 

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

  

  Business response

  04/13/2023

  All of our RO units are thoroughly quality tested before shipment and we can verify that they did in fact receive a new and working unit.  The customer stated that the original booster pump appeared to have some type of small leak and that pump was promptly replaced at our cost and the customer was even reimbursed for the plumbing charges as a courtesy (which is not part of our company policy).  It appears to us that there have been some installation/operation errors on their end that *** have caused many of the issues they have cited such as the excessive water usage. The company has attempted to work with the customer at length and provided replacement pumps, filters and parts at no cost.  We have now paid $1000 towards their plumbing charges, spent a great deal in shipping and free parts for them and we continue to offer to refund them for the unit or replace the unit if they will return it to our facility as is expected with any return or repair in any industry and is described in detail in our company policies listed clearly on our website.  What they are asking for is simply unreasonable and no company could be expected to do give in to these types of demands.  We agree that the matter is very simple.  If there is any defective part(s) we would be more than happy to replace it under warranty.   We have repeatedly offered to repair or replace any defective parts if they would be willing to send the unit to us to do so and that solution has been declined.  We even offered to physically come to their location to do so and that option was declined.  We have continued to offer to refund them for their system if they would simply return the system to us and that solution has been declined.  As always throughout this process we continue to offer to repair any damage to the system or refund them for the system but we must receive the equipment here at our facility in order to do so which is the standard procedure for almost any product in any industry.  

  
  We have already shared the complete and unedited email conversation we have had with the customer from the very beginning and in those messages we clearly and repeatedly try to explain to the customer that really the only way the control valves could be performing the way they had described would be if they were not properly programmed according to the manual.  These pleas to check the programming were ignored for months on end before we were finally able to look at it with their plumber on the most recent call and we were able to correctly reprogram them to perform weekly backwash cycles as described in detail in both the manual and our emails.  What they are claiming here is simply not true and you can read the entirety of the email conversation to see exactly that. 

  In one email from Dec. 9th the customer states:
  "Every day the system is running a cycle. It calls for **** flow of water (from the city water) and sometimes these cycles will last two hours and sometimes they will last up to nine hours. Despite our cycle being set up at every 3 days, they were not only occurring every night for multiple hours, but also randomly throughout the day, every day."

  
  It is important to realize that our manual specifically states that the schedule should be set to every 7 days and describes exactly how to program these valves properly.  What they are describing here tells us clearly that the valve was not properly programmed upon installation and you can see the many emails where we plea with the customer to understand this and correct the programming.  Unfortunately this advice was willfully ignored for many months and we were only able to finally reprogram the valves with them on our most recent call with their plumber. 

  
  I have listed a number of the times we pleaded with the customer to check the valve settings below to help illustrate just how this advice was repeatedly ignored. 

  
  10/26/22
  "the softener regeneration cycles should produce around ***** gallons of waste water per cycle.  It can depend on the settings you have the valve programmed to including the durations and frequency but standard recommendation is for weekly cycles."

  12/2/22
  "the softener should be set to regenerate on a timed schedule.  Generally we recommend setting it up to do so once a week.  That regeneration process will draw from the brine tank and rinse the ion exchange media with that brine solution for a period of time before it sends that brine to the drain line.  The total amount sent to the drain during that process should be around ***** gallons or so."

  12/5/22
  "These cycles can be set to different times but typically for a softener like this you would have the valve programmed to backwash for **** minutes before the brine draw which is about ***** minutes and then rapid rinse for **** minutes after the brine draw.  The only times the valve will be sending any waste to the drain line would be the rinse/backwash cycles before and after the brine draw.  Im not sure exactly how your valve was programmed when installed but you could check the programming to make sure it is set up to run as described in the manual."   

  12/9/22
  "if it is setup up properly it should only be running the regeneration cycle on whatever schedule it was set to during the installation.  And like I explained in the previous email, the entire cycle should be about an hour and that would only be sending water to the drain for the rinse cycles before and after which are about 10 minutes.  I have never heard of a softener doing anything like what you are describing here, would you or your installer be able to work with one of our technicians over the phone to try and take a look at the valves programing?"  

  12/9/22
  "Ill be honest, all of this seems rather odd and I have not seen or heard of this type of thing happening before with these valves (they are made by a very reputable company and widely considered as the industry gold standard for decades now).  Based on what you described in the email today it would appear that either the softener is not programmed correctly or not plumbed correctly.  Our senior technician will be available Monday around lunchtime if that works for you.  I believe that call would be the best next step so we can take a closer look and try to determine what exactly is going on here and help get your system running properly.  It would be helpful if you could share some photos/videos of the system before the call as well.  In particular, our techs will want to see how everything is plumbed (with an emphasis on the inlet/outlet and drain lines on each filter) and the softener control valve programming.  If you are able to take photos or videos showing the current regeneration/backwash settings on the valve that would be ideal."  

  12/9/22
  "We are simply trying to determine what the issue might be and based on what youve described today it appears most likely that there is some type of issue associated with the control valve programming"
  "I would double check the settings on the control valve cycles first to confirm that it is in fact setup to regenerate once weekly with the 10 min backwash, 60 min brine draw and 10 minute rapid rinse as shown on pages ***** in the manual attached.  If for some reason it is not, we can help you reprogram to the correct settings."

  1/10/23
  "I believe we can better spend our time trying to determine what could be causing the extreme water usage that you have explained to me previously.  If the system is somehow hemorrhaging water it will almost certainly have something to do with the control valve."

  1/23/23
  "We also continue to recommend that you look at the programming of the softener which should be set to regenerate once weekly as described in the manual.  You have mentioned a few times that it is regenerating daily which it would not do if properly programmed unless you specifically wanted to set it to regenerate daily for some reason."

   

  We are truly going in circles and this entire matter can be resolved quickly and easily if the customer would be willing to go through an extremely standard return or repair process instead of trying to use BBB complaints, empty legal threats and negative online reviews to try to pressure us into agreeing to these ridiculous demands.  

  
  

  Customer response

  04/19/2023

   
  Complaint: 18886288
  
  I am rejecting this response because:

  Yet again Crystal Quest is lying. There was no "slight leak" the basement had water the pump literally burst (which they knew) I can also get multiple people to attest to this as the painter & contractor who were working on our house were ALSO present and can attest to this as well as the plumber and my husband. 

  It's pretty crazy that they claim to "test" the units as this one has literally not worked once without something wrong. 

  This is such a simple matter, I paid Crystal Quest for a brand new fully functioning system, they never delivered. What they sent me has been unfunctional in some capacity from the start. Seems they missed testing one. 

  Additionally they never pleaded with me at all to have the programming checked - once we realized that the issues was related to the system I called them - they stated what the potential problem could be and we set up a call with my plumber. I actually have a RECORDING of ***************** stating that our plumber couldn't make the adjustments he was talking about and that only they could - again I have that recorded. Additionally our plumber AND the third party plumber can both attest to the fact that our plumber did set up on the cycle according to the instruction manual provided by the company. It does not make sense. 

  Furthermore - we never even had the opportunity to see if the new piece they sent us would fix the problem because another pump failed and the ** isn't working at all. We are now talking 4 major parts of the system that have failed - that is crazy. 

  I had attempted to work with CQ multiple times, I did everything they asked of me. I even paid to have the first plumber and another plumber come out to look at the units while CQ was on the phone or video chat with them - this happened multiple times. All of these were recorded & I have CQ multiple times saying it doesn't make sense that everything was done right on the instillation side. I did my due diligence. To show the extend of the dishonesty - the final call with a plumber we had (where ***************** assured us that after the call if the instal wasn't the issue CQ would handle getting the system & we would get a refund) CQ requested a third party plumber and that they would pay half of it. Guess what.. months later and they still have not paid. I had to pay it all. I have an email from *** assuring me the money would be on its way... never happened. There are multiple complaints of similar nature to mine against the company. I do not care to slander I do not enjoy wasting my time. But this has turned into a like 15k fiasco that I can not just walk away from. 

  I am not threatening them with frivolous legal action - I will take legal action if they don't get it together. I outlined very clearly what my expectations are and I would still be at a loss. I was still willing to take a loss. They just don't want to do the right thing. 

  I have truth on my side, I have multiple professionals who have agreed if needed they would write more thorough statements & I have everything documented. I literally have it recorded CQ saying they would handle getting the unit back to them, I have an email saying they would refund me. I have an email where they stated they would pay half of the bill that they never did. I have a phone call where they said they would send me bath & shower filters but then turned around and told me never mind use your store credit. At every turn when I said I would do something asked of me - I did. They can not say the same. At every turn (literally every single one) they have gone back on their word and I have proof. So they can continue to try and ware me down - it's not going to work. I would hope the BBB reads through everything sent & as I said I am more then happy to submit all the recordings. A company like this should not be accredited - they are a disgrace. 

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

  Customer response

  04/25/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  As I have shown in good faith multiple times throughout this process I am ready to show up again and see if there is a way to work to a conclusion that does not end up with me at a 15k loss.  

  Regards,

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

  

  Business response

  04/27/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Crystal Quest has from the very beginning gone above and beyond to try and accommodate this customers many demands and done so in a wholly professional manner. We have been more than reasonable and patient with them throughout and despite the fact that we believe much of these issues ultimately stem from operation and installation error we have continually extended our support even at times offering courtesies stepping outside of our standard policies in good faith and providing parts that did not fall under warranty and were not defective, compensating for installation and plumbers costs and offering to send our technicians to their location for example.  *********** has spent an inordinate amount of time, frustration and money throughout this process and has replaced a great deal of parts for them at our expense, provided replacement filters at their request (that were not necessary) at our expense, paid for around $1000 dollars of their plumbing charges as a courtesy outside of our standard policies.  We offered to send our technician out to their location to inspect and repair/replace anything that *** be needed and that offer was refused.  We have spent an inordinate amount of our time trying to help them and have repeatedly offered to refund them or repair/replace the system for them but the customer has continually refused these solutions.

  
  We see no productive reason to try to spend any more time in this further mediation with this customer unfortunately.  We have continually offered a number of very reasonable solutions to remedy this issue for all parties and they have been refused every step of the way.  At this point it is abundantly clear that they are not interested in accepting any of these exceedingly reasonable solutions that have been offered to them as they instead choose to continue this absurd campaign to try to pressure our company into giving in to their ridiculous and completely unreasonable demands by posting negative and misrepresented reviews and complaints online and issuing threats of legal action. 

  
  I am not threatening them with frivolous legal action -I will take legal action if they don't get it together.

  
  Just here in this one example from the most recent response they are simultaneously lying that they have not threatened legal action while in the same breath clearly threatening legal action.  In fact, they have made numerous previous threats of legal action throughout this process and have actually already attempted to file a complaint with the attorney generals office of *************.  We do not appreciate this type of negotiating and it is no way to do business or come to a reasonable resolution.   

  
  We stand behind our products and would be happy to remedy this situation for the customer according to our very standard warranty and policies that were agreed to upon purchase and published publicly and clearly on our website. If there are any parts found to be defective we would be more than happy to replace them under warranty.  If the customer would like to work with our technicians over the phone for technical support we would be happy to provide that support.  If the customer would like to return the system for repair, replacement or a refund they will simply have to return the equipment to our facility to do so just as they would with virtually any other product, industry or company.  We have always and continue to offer these options to the customer.  If they would truly like to return the system for a refund or repair we would strongly suggest that they do so because at some point these offers will no longer be on the table.  

   

   

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a ** unit and other equipment from Crystal Quest in Nov. '21. The System has been a problem since day one and is not efficient at removing elements and treating water. Most recently, the solenoid valve failed on the ** unit. We called Crystal Quest and asked us to send out a new 220v valve. They said their valve does both 110v and 220v. We received a 110v solenoid valve and on the packing slip someone had wrote, "230v or 110v." Weirdly enough, they sent out a second 110v valve a few days later. We installed the solenoid valve and the system would not work, and after checking again, we realized that the solenoid valve needed to be 220v. We had no faith that Crystal Quest would get this right, so we ended up buying a 220v solenoid valve off of Amazon.We installed the one from Amazon, and then realized that the pressure switch that was attached to the solenoid valve was fried, literally. You can see the actual charring within the switch. We called Crystal Quest and told them that they could have set our house on fire with the 110v solenoid valve that they sent us. No real apology or anything, just empty promise that they would look into it.. They asked us to send back the 110v, which we did, and still have not received a refund for the money we original spent on the first solenoid valve.At this point, we would like to be refunded our money for the entire ** unit. It has not worked as promised, consistency has issues, and Crystal Quest obviously cannot support this unit

  

  Business response

  09/13/2022

  This customer has made a habit of filing dishonest BBB complaints against us to try and damage the companys reputation and this instance is no different.  According to their own testing results that they have shared with us the system has consistently reduced their arsenic levels from around 142 ppb (which is very high) to 0-5 ppb which is very low and well below the *** guidelines.  The system is clearly performing effectively and removing the vast majority of their arsenic among other contaminants.  When we have spoken with the customer they have acknowledged that the system has indeed been effective and removing the vast majority of arsenic and other contaminants in their water.  We also provided some maintenance and operation suggestions in order to help increase the removal rates further. See emails attached titled "Arsenic Filter". 
  In regards to the solenoid valve, the customer asked us to replace the solenoid valve and we shipped a replacement to them.  They then demanded that we ship another replacement with expedited shipping which we agreed to do for them.  That is why they received 2 of the solenoid valves and they are surely aware of this as we have explained it to them in emails and over the phone.  There was some confusion about the voltage requirement for the replacement parts and it appears they were sent the 110V parts instead of 220V.  We offered to replace with the 220V but the customer instead ************************** to return those parts for a refund which we agreed to do.  We issued the *** and once we had received the solenoids back promptly processed the refund for both the parts and shipping costs as requested.  We have never spoken with the customer about returning the entire system for a refund even now after receiving this BBB complaint. Instead, the customer reached out at the end of the day on September 8th to inquire if we had received the parts back and will be issuing a refund.  We replied promptly the next morning and informed them that we had received the parts back and were processing the refund to their credit card that day which was apparently the same day they filed the BBB complaint.  See emails attached titled "Crystal Quest Return". 
  We would like to note that this customer has been a constant issue from the very beginning and routinely asked for much more than is typical. We have been in constant communication with them and have repeatedly gone out of our way to help meet their many demands and requests and done so with professionalism.  We have provided every piece of product information (often on multiple occasions) that we have including all specifications, manuals, diagrams, product literature etc.  We have replaced numerous items for them even when we did not believe a replacement was warranted.  We have created a technical diagram of their specific system arrangement at their request free of charge.  We even granted them over $890 in store credit because they were unhappy that we ran a 20% promotion for Black Friday a month after they placed their order and received a 13% discount through our Halloween promotion (I should note that the replacement solenoid valves were purchased with said store credit).  We have easily over 100 emails between them and our staff and have spent countless hours on the phone trying to meet their many demands.  We find this strategy of saying one thing to us and another in these BBB complaints to be very frustrating to say the least and believe they are nothing more than a transparent attempt to try and dishonestly damage our companys reputation.  Moving forward we would urge them to please take their business elsewhere.  

  Customer response

  09/14/2022

   
  Complaint: 17936068
  
  I am rejecting this response because:

  Crystal Quest only course of action is to slander their customers.  They nearly set my house on fire by supplying the wrong solenoid valve.  It was not confusion, but rather pure negligence and ignorance as they cannot even support the equipment they sell.  

  They previously referenced another BBB complaint that we made after they shipped us a jug full of chemicals with no identification or label.  We made the complaint as it is in direct violation of 49 CFR Part 173.  When we brought this to their attention, they were dismissive and acted as if it was a hassle to provide customer the specifics on what they wanted us to put in our water.
  

  As to the system, it has not worked.  We gave Crystal Quest over $11k to design this system and it still does not remove the arsenic (see attached lab reports).  The water still exceeds the EPAs recommended level for arsenic. We ended up installing a small point of use system in our kitchen sink, for a fraction of the cost, and it 

   

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

  

  Business response

  09/14/2022

  Crystal Quest has always and continues to provide full support to this customer and all customers. We do not seek to argue with our customers but feel that we must defend our reputation against obvious misrepresentations of the truth made publicly as these are.  To say that Crystal Quest has slandered the customer by simply shedding light on what is fact and what is fiction in response to these dubious claims is absurd and would be more appropriately used to describe the claims themselves. 
  
  As mentioned previously, Crystal Quest has offered to replace the solenoid valve that the customer has referenced to which the customer declined in preference of a return for a refund which has been granted and processed to their credit card already. 
  
  In regards to the hazardous material claim, the customer is simply incorrect as we have tried to explain to them on multiple occasions before.  The anti-scalant dosing liquid that they are referencing is in fact not a hazardous material and has no such designation which is why it is not applicable to the hazardous material transportation code they have mentioned.  We provided both electronic and physical copies of the material safety data sheet showing that is indeed not designated as a hazardous material and they demanded that we send a replacement anyways which we agreed to do at our cost in order to appease them. 
  
  In regards to the system not working that is a blatant falsehood and contrary to what the customer has shown and claimed to ********************** outside of this forum (They reference an attached water report which was not a water report but the photo of the solenoid valve).  As you can see in the emails and the customers own raw and treated water test results attached here, the system was clearly working effectively reducing the influent arsenic level from 142 ppb to 0-5 ppb at different test times which is well below the *** guideline of 10 ppb.  (Email acknowledgement of the system effectiveness is titled "RE Arsenic Filter", treated water results are titled "Report EV2X54" and raw water report is titled "Rpt_2110052_Final_v1") In these test results you can see clearly that the arsenic and virtually all other contaminants are dramatically reduced or in most cases completely eliminated.  In the email correspondence you can see that the customer acknowledged that the system had been removing 100% of the arsenic after installation and after a period of heavy use they started to see small trace amounts of arsenic at 1, 2, up to 5 ppb which is not uncommon. We explained to them that the media will lose capacity over time and the filter must be maintained properly.  We also provided recommendations to help maintain the system and increase the removal rates.  Specifically, we recommended that they increase the chlorine dosing and backwash frequency and if they still saw trace amounts of the arsenic in the treated water that they should replace the media or add a 2nd arsenic filter.  We also explained that they could use a small secondary point of use filter which is what they decided to do. It appears that they may not quite understand that the secondary filter is only removing the small remainder that is left over from the main system which is doing the heavy lifting and removing over 96% of their contaminants according to their own data that they have shared with us previously. If the arsenic levels are in fact over 10 ppb now it is merely an indicator that the filter may require proper maintenance and we would reassert the same recommendations made previously to increase the chlorine dosing and backwash frequency and if they still see trace amounts of the arsenic in the treated water that they should replace the media and/or add a 2nd arsenic filter to provide more contact time and thus more removal.  They may also want to consider replacing the reverse osmosis membranes.  This is simply part of how these filters work and we are more than happy to work with the customer to help optimize their filtration results as we have with the hundreds of thousands of other customers using our systems but we ask politely that they please cease with the dishonest and misinformed  allegations here.  

  Customer response

  09/14/2022

   
  Complaint: 17936068
  
  I am rejecting this response because:

  The concerns we brought to Crystal Quest are quite serious, specifically regarding safety.  This system was designed by Crystal Quest so our family can have clean drinking water. They deflect responsibility, place blame on the consumer, and then tell consumers to go elsewhere when they are caught up in these predicaments.  We spent over $11k on this system, that is ineffective and now requires constant maintenance, outside of Crystal Quest prescribed maintenance schedule.  Most frustrating is that we cannot even rely on Crystal Quest to services this piece of machinery as they have demonstrated an ineptness on supplying the correct parts. 

  
  Regarding the solenoid valve, again, Crystal Quest failed to provide the correct solenoid valve, said that their does both 110v and 220v, and nearly set my house on fire.  There is absolutely no faith that they would have got it right the second time around. Refunding my money is the least that could be done, as who knows what additional damage has been done to the system because of their negligence.

   

  For the shipping of the Anti-Scalant, again, Crystal Quest is wrong here.  The **** sheet that was provided by them labels the Anti-Scalant as hazardous, specifically H318 Causes serious eye damage (pg. 2 attached).   It prescribes handling the chemical with protective gloves and safety glasses (pg. 5). Ironically,Crystal Quests MSDS is missing the standard Section 14 Transport Information,so their own documentation does not even prescribe how this should be transported.  OSHA requires chemicals have a label that, includes a harmonized signal word, pictogram, and hazard statement for each hazard class and category. Precautionary statements must also be provided. 

   

  Crystal Quest sent a jug with liquid, not labeled with anything, and wanted us to put it through our water system.  Our children and pets drink this water!  No reasonable person would be comfortable putting some unidentifiable liquid into their drinking water.   Come to find out, Crystal Quest removes the original manufacturers (Scientific World Products) label from the jugs before shipping.  The new jug we received, had the original manufactures label, and sure enough, identified it as hazardous.  Even more suspicious, when you search Scientific World Products its phone number points back to Crystal Quest, so it is not like it is not known to them. 

   

  Lastly, outside of the initial four months,the system has been unable to remove the arsenic consistently (see attached lab reports).  It is getting progressively worse.  Per Crystal Quests documentation,the arsenic filter media should be replaced every 60 months (or ******* gallons); RO filters replaced every ***** months, and RO membrane after 24 months.  Their equipment is not holding up, especially if I have to replace filters and media this soon.  Every local water technician here refuses to service this system, as they have never heard of the company.  We are now having to bring a water technician from 2.5 hours away to take a look and the system to see about getting it operational at an efficient level. 

   

  Crystal Quest has failed to deliver a reliable product, engages in questionable business practices, and cannot support their products. We want a refund on the system.

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

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/16/22 I spoke with ***************************** about purchasing a whole house reverse osmosis system (a stand alone tankless RO system) she was very helpful and informative. I purchased this system for $1781.30 (300 GPD "stand alone" tankless whole house RO system, order number *******). I hired a plumber to install the system at $85 per hour, the manual says the installation should take one hour to install. However, what my plumber found was that there was no water pressure so he called that 800 number and spoke to "******" at Crystal Quest. She proceeded to tell him that the "tankless" system that I purchased needed a tank, I told her that this is not what ******* sold me nor what I wanted, she and I were clear on the fact that the system I purchased was a "tankless" system. I told ****** that since I was sold an incorrect product that I would like to have it returned for a full refund. ****** found a tank in the warehouse that she would sell me for $356 to save the sale which I reluctantly purchased. I received that 100 gal tank (order #*******, $356) It was not prefabricated and could not be installed per my plumber. ****** hand **** a diagram and sent it as a text msg. and told him that "all of the other plumbers do that themselves". He very reluctantly tried to prep the tank which was impossible because he had to reach all the way into the bottom of the tank to install a part on the outside (the tank is 6ft T x 3 1/2 wide with no way to get hand, arm, or body through the top). System and tank were sent back but I only received a refund of $1265.40 out of $2137.3 plus plumber $510. They charged me for s/h each way for an incorrect product, not as described upon purchase. No-one responded to the last e-mail I sent asking for a full refund.

  

  Business response

  03/23/2022

  A Whole house reverse osmosis system (a standalone tankless RO system) does not work without Storage Tank and cannot be used without.
  

  300 GPD will produce **** GPM (Gallon per minute) it is not enough water flow to be used on demand.Holding tank must be used to provide sufficient flow of water.
  

  When she called back complaining about flow issue, the technician explained the need for tanks. She purchased a storage tank below our cost. Switches and other parts were provided at no costs to ******************.
  

  The inability to install and following the direction of installation resulted in returns. ****************** received a full refund for the product, not for shipping. See below shipping costs and tracking information.
  
  Shipping Costs Calculated                                       Tracking Details
    Shipping Costs: 1062254=$228.19                               Order 1062254
                                                                                                  Jan 11, ***** PRO# **********
  
    Shipping Costs:1062873=$284.02                                Order 1062873
                                                                                                  Jan 19, Forward Air PRO# ********
  
    Return shipping: $359.69                                              Return shipment
                                                                                                    Feb 04, ***** PRO# **********
  
    Total shipping $871.90 
  
  

  Order Amounts:
  1062254=$1781.30
  1062873=$356.00      =   Total Costs: $2137.30 
  

  No Restock Fee: $0

  Refund Totaled: $2137.30 - $871.90= $1265.40
  
  
  While she filed a BBB complaint, she filed a chargeback and received an additional amount of $871.90.She is aware of our return policy as we have spent tremendous amount of time to accommodate her various request. As stated in our return policy Returns for a refund, which are approved by CRYSTAL QUEST, at its sole discretion, are subject to a 30% restocking fee following inspection and approval by CRYSTAL QUEST All Shipping charges are the customers expense. As a courtesy we did not charge her a restocking fee of 30% while we were well within our policy to do so. The amount of $871.90 is the net cost of shipping.
  
  See attached Chargeback & Return/Refund Policy 

  Customer response

  03/25/2022

   
  Complaint: 16891721

  I am rejecting this response because:

  I did file a charge back with my cc company on 3/24 which ironically is the only thing that seemed to get the attention of Crystal Clear.  Assuming that the charge back sticks I will be satisfied but if it's rejected and I end up being re-charged than we are back to square one.  I will need reassurance that Crystal Clear will not reject or cause problems with the charge back with the cc company.  Additionally, if this RO system was sold to me needing a tank than the question would be "why did the sales person sell it to me without a tank?"  The answer is that it was sold to me as a "tankless" system and whether or not it needed a tank was not even in question, it was how it was sold to me.  Also, the tank that was later sold to me was obviously discounted because it was not prefabricated and "impossible" for the plumber to install the part because he needed to have a hand on the bottom of the unit inside and outside at the same time.  The tank had a spout size opening only on the very top of a (approx. 6' tall tank) this was not possible even with help, an arm could not fit through or all the way down to the bottom of the inside of the tank, ****** was aware of this and agreed.  If I get a commitment from Crystal Clear that either a BBB refund will be processed or the charge back will remain only than will I close this complaint. 

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

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a Silica Dosing System. System came which included a white plastic drum, ******* pump, and a 2 gallon white jug filled with liquid. The jug had absolutely no label, identification, or anything identifying the liquid. There was no material in the box or anything else identifying the liquid. We contacted Crystal Quest, and they said the product is not hazardous and they did not need a label. We asked them for the *********** Sheet, and of course it is label as hazardous. We been trying to get this resolved, but the salesmen ******* is not being helpful. We asked to speak to management and he won't do it. We explained to him that shipping unidentified chemicals is not just potentially illegal but extremely dangerous, as someone may be exposed to it and not take the proper safety measures.

  

  Business response

  12/08/2021

  Customer spoke with ******* who is in fact the manager, 2 days before this complaint and Crystal Quest agreed to the customer's ************************ that the anti-silica dosing liquid that they originally received be exchanged with a new jug with the proper labels.  The customer was also provided digital copies of said labels and the exchange was initiated immediately. The replacement product will be arriving to the customer shortly with a return label for the original product and this complaint has already been resolved.  See correspondence attached.  

*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. ↩