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:05/24/2025

  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 received a impure T1-400 tankless ** system. I installed it and had it for 4 months and it malfunctioned and flooded my kitchen. I discovered the ** filter had "blown" off the unit. I shut the water off and cleaned up the mess and thought perhaps I never installed the ** filter correctly. It just twist on. I made sure it was on correctly and turned the water back on. As I watched, the filter unscrewed itself and blew off from the pressure. I don't know if the ** filter is defective or the T1-400 housing unit is defective. They both look OK and neither has any cracks or problems. I contacted the manufacture and provided them the serial number of the unit so they could confirm it was only 4-5 months old. They demanded the order #. I explained I did not buy it from them or ****** (only way they sell it) but they should be able to look up the information based on the serial number. They said they don't do that. I left the item a negative 1 star review on their web page and refreshed the page to ensure it was posted. The next day, there was 1 fewer reviews and my review was gone. I think this is like false advertisement. That is why the item has "no" reviews below 4 stars as they just delete anything negative. People used the reviews to make purchase decisions and I don't think its ethical to delete reviews that are negative. I also think they should stand behind their products 1 year warranty and can determine it could not have been bought more than a year ago. Regardless, a item that is so defective that it allows water to freely run should be corrected

  Business Response

  Date: 05/30/2025

  Dear Better Business Bureau Representative,
  
  
  We appreciate the opportunity to address the complaint filed by **** ******* regarding their under-sink RO water filtration system. 
  
  
  We take all customer concerns seriously and strive to provide prompt and effective resolutions.
  Summary of Our Customer Support Efforts:
  1. Initial Contact (April 18, 2024):
  o The customer submitted an after-sales inquiry to our brand email address on April 18, 2024.
  o Within the same day, our support team responded with a detailed troubleshooting guide, requested necessary order information to verify warranty eligibility, and offered further assistance.
  o
  2. Follow-Up Attempts:
  o Despite our prompt reply and clear instructions, the customer did not respond to our email or provide the requested order details or additional information about the issue.
  o Without this critical information, we are unable to proceed with warranty verification or advanced troubleshooting.
  o
  Our Commitment to Resolution:
  We remain fully willing to assist the customer and resolve their concerns.
  To move forward, we kindly request the customer to:
  o Reply to our April 18 email with their order number and a detailed description of the issue.
  o Provide any supporting documentation (e.g., photos/videos of the problem).
  o
  Next Steps:
  Once the customer shares the required information, we will immediately:
  o Verify warranty coverage.
  o Provide repair/replacement options if applicable.
  o Escalate the case for priority handling if needed.
  o
  We regret any inconvenience the customer has experienced and assure you that we are committed to resolving this matter fairly and efficiently. Please feel free to contact us directly if further clarification is needed.
  
  
  Best Regards,
  *****
  Customer Service Manager
   
   

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 12, 2024, I ordered and paid $144. for a U3P UV water tank from this company, on their website, with my **** debit card. The unit had a 1 year Warranty. I received the unit on July 23, 2024 and put it together based on the instructions provided. On February 10, Sunday, the unit leaked all over my kitchen counter! This was the 2nd such unit that I had purchased from this company. The first unit is fine. The 2nd unit leaked. I informed the company that same day and sent them photos, which they requested. I broke up the unit and got it ready to return it and I requested a shipping label. The Customer Service Mgr., *****, then wanted a video. I told her I could not do a video. I then returned and paid $42.40 for shipping, as I had no use for the unit and didn't feel I could trust it any longer. I have a return and receipt document from **** that the unit was received on February 20, 2024. On this date, I began requesting a refund for all my costs based on a defective unit and that a shipping document had not been sent to **** have received so many excuses and reasons from ***** as to why she cannot send me a refund. This week she insisted that she could only send me my refund via Pay Pal. I don't use Pay Pal and have repeatedly stated that to her. She always writes me late in the evening which I believe she is outside the **** I have learned that ***** *** is the owner of this company and finally yesterday received her email address from the Secretary of State. I wrote Ms. *** requesting her attention to my refund and a more reasonable and fair person to communicate with. I have not heard back from Ms. *** and Ms. ***** continues to insist that I get a Pay Pal account. Interestingly, her use of the words "support" and "supportive" are used in her writings to me when in fact what she is doing is insisting that she can only send me my refund via Pay Pal, despite the website describes "simple/easy returns when necessary". 80 yrs. of age.

  Business Response

  Date: 03/14/2025

  Dear Better Business Bureau
  
  Thanks for your attention to this issue.
  
  The customer ordered the product from our ******* store in Jul.12,2024. We have kept working with the customer since the first day that we received his complaint. 
  
  According to the refund policy of the website, we can't refund the payment if the order is over 180 days. We explained it to the customer with a screenshot of the failing refund. Attached please find it.
  
  At this moment, we can only send a full refund $144.00 through ******. We will handle it with 1 week after receiving the ****** information from the customer.
  
  Please feel free to contact us if you need further information.
  
  Thank you so much!
  
  SimPure ****************

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23062156
  
  I am rejecting this response because:  I have repeatedly stated that I do not have a Pay Pal account.  ************ knows this, which is why they continue to promote that form of refund.  I can only accept refund via 1.) company check, 2.) money order or 3.) Zelle.  This is a USA company which I believe has conventional methods for payment to it's employees.  It is up to Simpure to accomodate me with a safe and secure method as I paid for their defective water unit (with a legitimate and safe debit card).  Also, my bank has informed me that they have no acknowledgement of Simpure attempting to return payment to me, via my bank system, as they have claimed.  Further,there have been multiple lawsuits against Pay Pal regarding freezing of accounts and holding funds without adequate explation and violating their own policies and the RICO **********  Knowing this, Pay Pal is not a safe and reasonable source of refund for me to accept.  I have repeated this to Simpure, as the reason for which I do not have a Pay Pal account and why I cannot accept a refund of a source that is not reliable.  I could be in the same position with Pay Pal as I am today with Simpure.  There is no where on the Simpure website that states refunds are only done via Pay Pal.  Rather, their website states that refunds are simple and easy.

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

  Customer Answer

  Date: 03/25/2025

  Please be advised that I have set up a Pay Pal account for the purpose of receiving my refund for SimPure.

  Pay ************************* (Mica) helped me set that up.  I have also sent an email to ***** and the owner *****

  *** giving them the information relevant to the Pay Pal account.

  Thank you for your follow-up with me.

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

   

  Business Response

  Date: 03/27/2025

  
  
  We appreciate the time you have invested in this matter. The customer purchased a U3P on July 13, 2024, and contacted us on February 10th, reporting that the machine was leaking. We requested a photo or video to assess the issue, but the image provided was a highly blurred partial view of the barrel, with two drops of water visible. The exact source of the leak could not be determined from this image. The customer then demanded a refund.
  
  
  We proposed a replacement program, but the customer insisted solely on a refund and requested a shipping label. I suggested that a clearer and more comprehensive photo or video be sent to ascertain if there was indeed a leakage issue, after which a refund could be granted without the need for a return. However, the customer declined to provide additional imagery and insisted on a refund without returning the product. This was not in adherence with our return policy, which states that unauthorized returns are not accepted.
  
  
  On February 24th, the customer returned the product without providing a return address or shipping label, and again requested a full refund.
  
  
  I once again stressed that unauthorized returns are not acceptable. However, given the unique circumstances of his case, we went ahead and applied for a full refund of the order, requesting that he provide a ****** account number. The customer was insistent and declined to furnish the information, maintaining that he did not possess a ****** account. As an alternative, we attempted to process the refund as initially requested by the customer. Unfortunately, the refund was denied by the customer's bank due to the order being over 180 days old, exceeding the stipulated time frame for returns.
  
  
  We are more than delighted to process a full refund of $144 via ******. However, the customer turned to the ********************** for assistance, and we promptly responded to your inquiry, outlining the necessary steps. After you engaged with the customer, the matter was considered resolved. Subsequently, the customer contacted us once more, this time providing a ****** account. In accordance with the initial request, we also initiated a refund process through the company's treasury department.
  
  
  You can check it again.
  
  
  Attached the e-mail record for reference.
  
  
  If you need more information, please contact us.
  
  
  Have a nice day
  
  
  Best Regards,
  *****
  Customer Service Manager
  

  
  

  Customer Answer

  Date: 04/09/2025

  ***, thank you for sharing *****' email to BBB.  I had not seen or read this before today.  The response you
  previously sent me, written by her, was different!  Whoever wrote this for ***** does not present the facts
  correctly, but I am not surprised.  
  I am grateful that this issue is over.  I understand today why they delayed payment and used the Pay Pal 
  excuse to do the refund.  ******* informed me that they could not by law accept a direct payment from Simpure 
  after the date that ***** was ready to "try" to send the refund to my bank.  Of course my bank had no visibility 
  of that action.  
  I have received $144.00 and closed the Pay Pal account.  Of course return shipping costs were not included.  Pay Pal charged me extra money because ***** (Simpure) presented the amount going to me as "goods and services" 
  in which case Pay Pal understood that I sold Simpure "good or services" and had reason to charge me for the funds.
  ******* explained that the funds were not documented to them as a "refund".  
  I am sorry that companies like Simpure deal with U.S. customers in the manner that they do.  
  *** ***** **********

• Initial Complaint

  Date:05/28/2024

  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 purchased a table top water filtration system, replacement filters, and outdoor hose filters from this company.I found many problems with the design in addition to water tests coming back with no reduction in what they claim this system filters out of tap water. I requested a return and they refunded the money for the filter system. All good there. I wrote an honest review of their product and it has been removed from their website 4 times to leave only the original 44 five star reviews that were present when I made the purchase. This company is removing reviews and hiding the issues and ineffectiveness of their product.

• Initial Complaint

  Date:04/29/2024

  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 purchased the ***400 tankless reverse osmosis system from SimPure. I have had nothing but issues with it. Also, they said the filters lasted 6+ months when I purchased the system and the literature that came with the system upon delivery says 3-6 months. Odd because I have a family of 3, with only 2 of us living in the home full time and the filters don't even last 3 months. False advertising! Also, the ** system no longer works. I cannot get anyone to troubleshoot it and I'm fed up with even trying to work with the company. There is a HUGE language barrier and lack of urgency. I want a full refund and *** You from **************** is no longer responding to me. I believe he is an investor or sister company. No idea. His contact info is below. I also attached our email communication. Best Regards *** You **************** Membrane ************** Phone: **************** Email: *************************** Visit Us: www.membrane-solutions.com Address: ********************************

  Customer Answer

  Date: 05/23/2024

  Any update?

• Initial Complaint

  Date:12/05/2023

  Type:Product 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.

  On April 26, 2023, I ordered two T1 6-Stage Reverse Osmosis water filters along with two sets of replacement filters from Simpurelife. Upon installing one of the water filters and fallowing the installation instructions as outlined in the installation manual, I noticed there was no water flow going to the water storage tank. I re-traced my steps and still had the same result. I then contacted Simpurelife regarding my issue and they had a technician (*************************) who contacted me to help resolve the issue. **** was very helpful in trying to assist me in resolving this issue. I was sent a replacement RO filter which was thought to be the initial issue. However, that did not work. I believe one other filter was sent, then a replacement water storage tank. None of these rectified the issue. I was finally sent a complete replacement water filter. After installing the new water filter I had the same issue of no water flow going into the storage tank. After sending ********************* video of the water flow from my faucet, he came to the conclusion that is was low water pressure that was causing the issue. **** offered to have me refunded for the water filters instead of mailing them back. About a week went by and I had heard nothing back regarding the refund. I emailed **** and he responded the same day and he also CC'd *** (don't know what his title is) to follow up on the status of my refund. Subsequent to that email, additional follow up emails went on for quite a while. Between the back and forth emails, and giving them by Paypal address, no refund has been issued to date, Dec. 5, 2023. I have been very patient over the past several months waiting to have this refund issued and I am now at the point that I feel additional intervention is needed. The total cost of the refund is $490.22. I look forward to a prompt resolution to this matter.Thank you.

  Customer Answer

  Date: 12/08/2023

  Good day, just to update you on Complaint# ********, I was refunded for Order#***** for $250.68 via PayPal.  However Paypal is taking out a fee of $11.26 for this refund and only giving me a refund of $239.42.  Ask them to send refund via "Family and Friends" to avoid the fee being taken out, if possible.  Also, I have not received any communication or refund status on Order#***** which has a total of $239.54.  I would gladly return the filters if they want them back provided the compensate me for the return shipping.
  
  Thank you for your assistance thus far.