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:02/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 lease coways 3 bidet in 11/23/2022 for each bathroom. It is one person use. Two of the bidet top of the seat Cracked within a year so I had to get service. Now other bathroom one is cracked again so I called customer service again to see if I can return the product because I made my self clear that if this happens one more time I will return this all .. n now they a saying I have to pay $700 penalty for each didet .. I think I have defective product.

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  To whom it may concern, I'm currently facing an issue with my water purifier. I wrote about the issue and the history about fixing it. According to the company, there is nothing they can do because the water purifier is out of the warranty. But I faced a lot of issue after the warranty (not only the issue that I mentioned below, there were several more.) and I couldn't used it about for 4 months out of 16 months, so I would like to know what kind of solutions there are for me in this case.- Water purifier (1 year warranty)Date of installation: Jun 3, 2022 Date of transaction: Jun 6, 2022 Amount paid: $2181.41 - 1st issue occurred on Nov 15, 2023.Ice making function was not working and there was water leak from the bottom of the purifier.They took the purifier and fixed from their side.Installed again on Dec 11, 2023.- 2nd issue occurred on Dec 26, 2023.Faced same issue. (Ice making function was not working and there was water leak from the bottom of the purifier.)They took the purifier and fixed from their side.Installed again on Jan 8, 2023.- 3rd issue occurred on Jan 19, 2024.Faced same issue. (Ice making function was not working and there was water leak from the bottom of the purifier.)According to them, they don't know how to fix this issue. They said they will contact the headquarter but no response from headquarter until now.Best regards,Hyowook

  Business Response

  Date: 02/16/2024

  As of today, customer has been offered with complimentary maintenance service for the next 6 months as a compensation for the product malfunction recurrence and inconvenience caused by it, and an immediate  follow-up repair service is in process with the pertaining Coway branch at this time.  Corporate management has also advised the branch manager for an improved customer service when communicating with the customer moving forward.

  Under ********************** purchase agreement, factory warranty for product exchange(factory defect) is valid for 12 months from the purchase date, in addition to extended 1-yr warranty for identical exchanged part(s) of the same diagnosis thereafter. This policy is applicable to this client as well abiding by the agreement. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21217520
  
  I am rejecting this response because:

  The water purifier was reinstalled on Feb 27th.
  Usually, the issue is reoccurring in 1~2 weeks after reinstallation, so I need some more time (~2 weeks) to check if the problem is solved.
  I want to close this ticket after I check this issue is perfectly resolved.

  Sincerely,
  
  Hyowook ***

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21217520
  
  I am rejecting this response because:

  The water purifier was reinstalled on Feb 27th.
  Usually, the issue is reoccurring in 1~2 weeks after reinstallation, so I need some more time (~2 weeks) to check if the problem is solved.
  I want to close this ticket after I check this issue is perfectly resolved.
  
  Sincerely,
  
  Hyowook ***

• Initial Complaint

  Date:01/11/2024

  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.

  Due to rising concerns of ******** water pollution, I've decided to rent Coway's Water purifier on my apartment kitchen sink. When I requested for an online quote, the seller from Coway reached out to me in order to make sales, which at first seemed a bit aggressive because they were calling multiple times while I was at work. The seller gave me instructions to put down my bank account information along with the desired installation date, which later came back saying they have to arrive earlier than the expected date. I was on vacation so it was a bit annoying. After using it for couple days, I realized that the filtered water tap kept stopped working. I wanted to call and ask for a return, then the customer representative mentioned they have a three day free return policy, and I have to pay the penalty fee if I don't comply. The return policy nor the penalty fee policy was not mentioned beforehand when Coway sold me the filter.

  Business Response

  Date: 01/18/2024

  The pertaining complaint is currently on going. The customer will be contacting our corporation in the motherland to consult the matter and further discuss with the New York branch, thereafter.

  In terms of the return and termination policy, Coway USA **** rental contract specifies its Terms & Condition under ARTICLE 19/Section **** and ARTICLE 3/Section 3.2, accordingly(refer to below). Contract Agreement was provided and signed by the customer on the day of the rental product installation on December 14, 2023.

  ARTICLE 19 / ****. Cooling Off Period - Lessee may cancel this Agreement prior to midnight of the third (3rd) business day after the date of execution of this Agreement. If Lessee cancels this Agreement within the time specified, Lessee shall return to Lessor the Rental Product, together with all accessories, without any damage and on the same condition and appearance as when received by Lessee.

  ARTICLE 3 / 3.2. Early Termination - If Lessee terminates this Agreement before the Initial Term expires (Early Termination), Lessee shall pay Lessor a fee in the amount calculated by the formula set forth below. Full payment of such penalty amount shall be made to Lessor within ten (10) business days from the date of such Early Termination.
  60 percent of the amount obtained by multiplying: (i) the monthly rent amount divided by 30, and (ii) number of days remaining under this Agreement.

  Thank you.

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The water purifier (Aquamega 200C) that I bought last July-22-2019 stopped switching cold water selection and stay on ambient water only. except for that functionality failure, the product is working fine. I assumed that some piece of small part, such as water switching solenoid value, is failing. So, I called Coway service center and they replied repair service is NOT available, only the option is exchange. However mine is out of warranty now, so the only available option is to buy it. and they offer 30% discount from its original price. but that is non-sense, because the original price is $499 but current selling price is $274.45, then they giving 30% discount offer that would be $349.3 ( 30% off from original price).. as if they are giving something special offer, but actually they mean no further support for the product that is out of warranty. and also I shocked at the current selling price that is $274.45 that is a half price than I did pay $490 4 years ago.. I don't think this is also fair.I asked again to do double check if really they don't have repair service, the replied yes. now I'm quite frustrated and don't understand how they can run their business like that. I think if they don't really don't have repair service, at lease they should provide parts (sell parts) or offer replacement of whole unit.

  Business Response

  Date: 12/27/2023

  Dear ****************,

  Thank you for reaching out and sharing your concerns with us. We apologize for any frustration caused by the recent experience with your Aquamega 200C water purifier.

  We understand your disappointment with the current options provided and the pricing structure for a replacement. We appreciate your loyalty over the years and want to provide you with a 30% discount code that you may be able to apply to the current sales price.

  Discount code : W54SSG7274TE
  

  We genuinely value your input and will strive to improve our services.

  Thank you for your patience and understanding.

   

   

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are renting water purifier and bidet from coway in ************* ********. Few months ago, We had to call coway for repair on bidet because part of bidet where the holds the seat broke off. When the repair person arrived, he had attitude and started making commends how our kids broke the part and it will be charged next time. My 8yr old son does not play with bidet, It's not a toy. Not to mention that the same repairs person came when water purifier was being installed and he broke the water pipe under our sink while installation and he claims it was already leaking. I could sure you that it was not leaking because there were no water damages and we notice the leak after installation was completed. We never filed complaint about the incident becasuse people make mistakes and i was able to fix the issue. Now for the second time bidet broke and its the same exact location. We called for different repairs person and coway claims he is the only one available. We would like to cancel the bidet contract because it keeps breaking and its turning into a hassle getting it repair.

  Business Response

  Date: 06/19/2023

  Upon negotiation, customer will be getting complimentary repair service for the issued matter on the bidet with a different technician.  This type of repair job incurs a charge(not covered under warranty) but it will be serviced at no charge for this case. Complaint has been well settled with the customer. Case is closed.

• Initial Complaint

  Date:04/17/2023

  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 April 2, 2023, I paid $192.67 for an air purifier. The item was shipped via ****** which has failed to deliver the item despite my calling to confirm my correct address on two separate occasions. A failed delivery attempt was made on 4/04, which I was told because Coway did not provide my apartment number on the label. I provided the apartment, and no additional delivery attempt was made. I contacted ***** a second time and another failed delivery attempt was made on 4/14. The package does not require a signature and there is no reason it should not have been delivered, but ***** has been entirely a waste of time. I contacted Coway, to which they responded I need to contact *****. When I told them I had already contacted *****, they told me to again contact ***** (.....?). I responded that yes, I had already done this, and customer service (******) never responded. Order number: ***** ***** tracking number: ************

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got water dispenser from Coway-***. This company informed me that there will be 100 dollar moving fee if I move the water dispenser to new location. Now they are saying that they can't move my water dispenser because It is not their service area. they said that it has to be within 70 miles from their office. I was not informed about this also My house is only 73 miles away from the location. I am stuck with this water dispenser and not being able to use it. I would like to return the item without any penalty or even getting a refund from the company

  Business Response

  Date: 02/27/2023

  This complaint has been well resolved with the customer on 02/21/2023.  To summarize the incident background, as stated in Coway Rental Contract Agreement, our equipment relocation is restricted within 70-mile radius from Coway ************** due to incapability to provide installation or maintenance service beyond that. This customer's new address was beyond that service boundary.  Upon negotiation, Coway permitted an exception for this case and proceeded with the relocation service. The equipment has been successfully installed at the customer's new address on 02/21/2023, and both parties settled the case.  

  Please close this complaint as settled in BBB record.

  Thank you.

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 rented a water purifier 3 years ago, and in the process of returning the water purifier last spring, Apr,2022, the company did not properly block the hole in the sewer pipe. On 12/26/2022, the sewer pipe got clogged and sewage leaked from the hole and flowed into the basement ceiling. The next day, a plumber found the hole and reported it to me. I contacted coway to ask for compensation, but they said they were not responsible for problems that occurred after the rental period ended. And the company sent me a photo via e-mail saying that it was proof that the hole was well sealed, but it was a photo that was roughly covered with silicone. The plumber looked at the picture and said that if you block the hole like this, the silicone will wear out over time and fall off easily. He said it is code of violation. He said that it is correct to use a special tool to block the hole or replace it with a new pipe. My home insurance company estimated it as **** dollars to repair the ceiling.