ComplaintsforMembrane Solutions LLC

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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 **************** ********************** Corp Phone: **************** Email: ****************************************************** Visit Us: www.membrane-solutions.com Address: ********************************

  Customer response

  05/23/2024

  Any update?

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  II ordered an airpurifier from SImPure on November 10 for *****. I opened and tried it on and off for 2 days for the purpose of eliminating second hand smoke from the air. The purifier is advertised as purifyig the air for smokers by removing 90% Of allergins and contains charcoal in the filter specifically designed to remove cigarette smoke from the air. The type of smoke I was experiencing is second hand smoke from a wall of an apartment on the other side of a room and purchased the machine to remove the effects of the smoke. It di not help at all with the smell. I contacted the company on November 20. This was within a week after it had arrived and has been sitting in the box since then. I reported the problem and asked for a return label. They asked if I had opened the box and I said I had, explained the above. They said they would not send a return label because I wanted to return it for personal reasons. I explained that this was not a personal reason but that the machine does not perform as advertised. They said keeo the machine but send a video of the power cord cutting out and they would return my money. I asked what they meant because I did not say anything about the power cord cutting out and they repeated the same thing. I have not communicated with them since . Please assist me in getting a return label. They originally said that they would reund my money when they receive the tracking number .The problem is I would like a return label to not pay shipping since the purifier did not work for the purpose required.

  Customer response

  12/10/2023

  I have not heard back from the company or the BBB. It has been at least 2 weeks.

   

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In 6/23, I called Simpure customer service to inform them of a leak at the base of my RO system. Given it had a one year warranty, I wanted them to know the issue. On 1/4/2023, I also emailed customer service asking if the loud noise it makes when filtering is normal; I included a video (these emails with video are too large to upload on this site). On 6/25/23, I emailed customer support a video of the leak per their request from the phone call. They informed me how to "troubleshoot" even further with doing a vinegar flush which I did. On 9/16/23, I emailed them again stating I've done all their steps requested and that there was still a lead as well as the filtering noise getting louder. I then sent 3 follow up emails and multiple voicemails as they were not returning my calls/emails. On 10/8/23 they responded that I should buy another unit on ********com and then they will reimburse me afterwards, minus their commission paid to ******** I responded stating there is a 1 year warranty and that I would like a replacement. They responded with the following: "This order was fulfilled by ******* and all our remaining inventories are in the ******* warehouse, we don't have permission to handle a *******-fulfilled order and inventory.Meanwhile, this order has been passed for over 10 months, and neither of us has not button to ask for a return or replacement. So it's better you place a new order and we do the refund. (Subtract *******'s commission and shipping fee, you'll get $300 refund)." I responded on 11/17/23 that that is not an acceptable soluation for me given it's under warranty and given their unresponsiveness. I do not trust they will reimburse me the money nor do I feel I should have to pay for another unit under warranty.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an reverse osmosis system from Membrane solutions and it developed a leak from a defect on a filter housing case. The housing has a visible defect on the plastic and later in time developed a small leak that is not repairable unless you replace the filter housing. I attempted to contact by email and was told first that they would replace the unit housing and then said i would have to pay for an extra filter housing because it out of warranty. The defect was always there, nothing changed. I was without drinking water for almost a month trying to solve a 20 dollars piece. **************** ******************* at ******************** was very hard to deal with, was very rude in her email response at the end. This problem could have caused alot of damage if not properly fixed.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had let this company know that I did not receive all of my products. I even filed a complaint with *** for tracking. The filed complaint was closed and they never responded back. They even responded to a review I left on their website but n ver filed through in what they said. I contacted them again and they had no recollection of what had happened. They are stealing money from people by distributing the good that are paid for and they need to be accountable.

  Customer response

  08/01/2023

  After letting them know I was had contacted BBB they followed through and I finally, after months, received the items I had paid for. Thank you for just existing. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 6/18/23 I *************************** bought an air purifier from Menbrane Solutions LLC. When my order came I only received 2 air filters. On 6-23-23 the day I received I notified the shipper through email. I told ***** the represented for Menbrane Solutions that I only received 2 air filter and I was supposed to receive 3. ***** told me I would have to pay more money to received the 3rd filter, but I already had paid for it. I told ************ would send it back. She told me that she would give me a $5.00 refund if I would keep the air purifier and I told her no. ***** didn't communicate after that.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a water purifier machine almost a year ago and I have been having problems with it for months. I contacted them and they sent me a new part but the issue has not resolved. It is still under warranty until the end of June and they have stopped responding to my emails. I have sent them videos showing them the issue and that the new water part has not fixed it. They said they didn't receive the video but they have received the prior video I sent before they sent me the part.

  Business response

  06/27/2023

  Hi, ******
  
  Thank you for reaching out to us , we are happy to follow up on the request of our customer.
  We can always replace a new machine to customer if it is confirmed defective.
  
  According to our system record, customer purchased a countertop water purifier with us on June.28th ,2022.
  
  
  A complimentary water tank sent to customer on *********** ,delivered by ***** :398584020326
  
  
  New machine has been sent to customer on June 3rd ***** ,devlieverd by *****: ************ .
  
  
  
  I'm not sure why the reshipment of new machine was not mentioned in the customer's statement. 
  
  
  
  
  
  
  In the meantime, I was not able to find any email hisotory with ********************** after I checked with my team. I'm assuming customer was using a different email to commnucate with us .
  
  
  I did see customer tried to contact us via the phone on May 31st, and left us a voicemail ,and we were no lucky to have her on the phone when call back 
  
  
  Can you please advise customer to provide the email she's been using for communicating with us .
  
  
  Please let us know if you need any further assistance.
  
  ________________________________________
  Best Regards
  *** You
  Customer Service
  ********************** Corp
  Phone: ****************
  Email: ****************************************************** 
  Visit Us: www.membrane-solutions.com 
  Address: ********************************
  

  
  

  Customer response

  06/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*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. ↩