Complaints

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/19/22, I purchased a Everydrop flow meter for my irrigation system. It was installed by a professional spring 2023. About 3 months ago my water bill was over 500$, then last 2 months over $400. I just arrived at my vacation home to find these 2 water leaks from the product at the plastic seams. There is a 1 year warranty and ****** whom I bought it from online told me to contact the manufacturer as listed above. I've sent 4 email with photos and no response. The company has hidden their phone number so email to their sales us all I have. I would either like a replacement of this wired water meter or a full refund. Can you please help? The price is paid was discounted from $129.99. If refunded, I would need the same amount to buy a new one with no discount. Thank you

  Business response

  11/16/2023

  We emailed back and forth with this customer several times. Since many times, an issue with a meter leaking is a simple fix, and not a failed meter, I requested a picture/video of the leaking meter, which they provided. Once I saw that the leak was in fact a meter failer, I advised the customer of the return/exchange process. I recieved another email from the customer (note this was from an email address that identified the sender with a slightly different name) responding to an earlier email and indicated I had not responded to their latest one, which I had. I then responded to this latest email pasting the text with return instructions from my previous email, inlcuding an RMA number and adding a note that if the customer would send me their shipping address I would immediately ship them a replacement meter rather than waiting for the failed meter to be returned. The customer never replied with their shipping information so that we could ship a replacement. The offer to do this still stands and I will email them again stating this. We obviously cannot ship a replacement meter without their shipping information. I will email the customer again requesting shipping information so that we can ship a replacement.

  Below is the text from the more recent email string:

  Hello -
  We responded yesterday with the message below:
  
  Hello - 
  Thank you for sending this picture. It is a little hard to see, but it appears the water is spraying out where the display is welded to the body. Is that correct? If yes, please send this meter back to EveryDrop and we will ship a replacement.
  
  Please ship the meter to:
  *******************
  ************************************************************
  Attn: EveryDrop Technologies
  
  **Note, please use RMA #****. Please reply to this email with your shipping address and we will ship a new meter in the meantime.
  
  Thanks,
  EveryDrop
  On 11/09/2023 11:25 AM MST Aloha Autumn <************************> wrote:
  
  
  Here are more photos of the defective meter leaking and readout is filled with water, no longer reading anything.  This is my 4th contact attempt. ****** told .e to contact you for warranty problems. My guess this leak has been going on since August at my vacation home that I just returned to. My water bill has been very high since August.  **********. Autumn Arbogast 
  
  Sent from my ******** ******* Galaxy smartphone
  Get Outlook for Android
  
  
  From: Aloha Autumn <************************>
  Sent: Tuesday, November 7, 2023 4:39:15 PM
  To: ************************************** <**************************************>
  Subject: Re: Defective meter housing photo of **** discovered 11/3
  Hello, still waiting for a resolve response from your company.
  Please contact me ASAP. It was purchased on 11/19/22 and installed this spring. Still in warranty.
  Not able to find your phone number to speak with a person!
  Autumn
  
  Get Outlook for iOS
  
  From: Aloha Autumn <************************>
  Sent: Monday, November 6, 2023 12:07:05 PM
  To: ************************************** <**************************************>
  Subject: Defective meter housing photo of leak discovered 11/3
  
  
  ***************************** **********. Send email complaint as well on web site.
  Sent from my iPad

  Customer response

  11/20/2023

   
  Complaint: 20851951
  
  I am rejecting this response because:
  This is a flat out lie by everydrop. Not one email was ever received from them as you can see by my numbering the emails. This leaking meter is out of state from me now and I will not return to that house for a least 3 or more months. I was just at the house and could have brought the defective meter home to return, but because everydrop sales ignored all my emails and refused to contact me or provide a phone number without my BBB complaint, the meter was removed and left at my other house in ******. The clear photos shows two leaks. One from the meter face and one from the one piece joint pipe connection under the meter. Everydrop made up the listed email to look like they responded to me when they did not. This leak has cost me over $500 dollars in wasted water. There is no way for me to return the meter until late spring of next year.
  
  Sincerely,
  
  *****************************

  Customer response

  11/30/2023

  I would like this reopened as it is not completed. In my last message I stated the defective, leaking meter valve is **** miles away from me at a 2nd home. I am not able to retrieve it to send back to everydrop meter, which they requested. What I want is for them to send me a new one to the original ****** address without me mailing the defective one back. Their refusal to communicate with me after 4 emails with photos,  created this situation. Had they communicated with me at all, I could have brought it back when I was just there at the house. They acknowledged to you the meter is indeed defective and will replace it, but not without the old one.
  Are you able to send my request to them to mail a new one out? I do not plan on flying back to ****** until late spring. To this date, Everydrop meter still has not emailed me regarding the warranty or defective meter. 
  

  
  

  Business response

  12/08/2023

  Hello - 

  The complaintant is not responding based on our last email request sent to them. In my first response to BBB, I attached email string that asked the customer for their mailing address so we could ship a replacement meter without waiting for the defective meter to be returned. They never responded to this email. We will still be glad to ship a new meter without the meter being returned, but the customer needs to supply us with thier shipping address. 

  EveryDrop

  Customer response

  12/08/2023

  I still have never received an email from this company.  I don't know where they are sending their emails. My mailing address is **********************************************************************
  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,
  
  *****************************

   

  Customer response

  12/08/2023

  I have never received any emails from this company to ************************.  My mailing address to send replacement is ***********************************************************************

  Can u pls let me know they have received my address information?

  Thank-you *****************************

  Business response

  12/11/2023

  Hello - 

  I have pasted the email string below showing that EveryDrop has asked for ******'s shipping address so that we can ship a new meter without them returning the defective one.

  I have also stated this in two responses to the BBB on this case. As I have said many times, we want to ship a new meter to this customer, but they refuse to respond to multiple requests for a shipping address, or even aknowledge the fact that we have offerred this. There nothing more we can do. For the third time, we will ship a new meter to the customer if they will tell us where to ship it. We have nothing else  to offer at this time. Assuming this is shared with Autumn, to confirm, our email address is **************************************.

  To be honest, it is a poor reflection on the BBB if this complaint is allowed to stand after we have tried our best to resolve it. Shouldn't the customer share some of the responsibilty in allowing a resolution? 

  For the last time, if the customer will email a shipping address to *************************************** we will ship a replacement meter within 3 business days. Beyond that, we will not be responding further on this complaint. 

  EveryDrop

   

  ---------- Original Message ----------
  From: sales <**************************************>
  To: Aloha Autumn <************************>
  Date: 12/08/2023 11:21 AM MST
  Subject: Re: Defective meter housing photo of leak discovered 11/3
  
  
  Hello - 
  Please see the email string below re: your complaint with the BBB. Your latest notes to them say we have not responded, when in fact we have multiple times - asking for your shipping address so that we can ship the new meter (without the old one being returned). Please reply to this email with your shipping information. We cannot ship the new meter until we know where to ship it.
  
  Thanks,
  EveryDrop
  On 11/16/2023 4:33 PM MST sales <**************************************> wrote:
  
  
  Hello - We received the complaint notification from the BBB and responded letting them know that once we saw the pictures and realized that it was in fact a failed meter, that we offered to send a replacement meter to you before the failed meter is returned to us - per the email string below. You never responded with your shipping information, so we could not ship you a new meter. The offer still stands - if you will send your shipping information, we will ship you a new meter (before we receive the defective meter back).
  On 11/09/2023 4:03 PM MST sales <**************************************> wrote:
  
  
  Hello -
  We responded yesterday with the message below:
  
  Hello - 
  Thank you for sending this picture. It is a little hard to see, but it appears the water is spraying out where the display is welded to the body. Is that correct? If yes, please send this meter back to EveryDrop and we will ship a replacement.
  
  Please ship the meter to:
  *******************
  ************************************************************
  Attn: EveryDrop Technologies
  
  **Note, please use RMA #****. Please reply to this email with your shipping address and we will ship a new meter in the meantime.
  
  Thanks,
  EveryDrop
  On 11/09/2023 11:25 AM MST Aloha Autumn <************************> wrote:
  
  
  Here are more photos of the defective meter leaking and readout is filled with water, no longer reading anything.  This is my 4th contact attempt. ****** told .e to contact you for warranty problems. My guess this leak has been going on since August at my vacation home that I just returned to. My water bill has been very high since August.  **********. Autumn Arbogast 
  
  Sent from my **************** Galaxy smartphone
  Get Outlook for Android
  
  
  From: Aloha Autumn <************************>
  Sent: Tuesday, November 7, 2023 4:39:15 PM
  To: ************************************** <**************************************>
  Subject: Re: Defective meter housing photo of leak discovered 11/3
  Hello, still waiting for a resolve response from your company.
  

   

  Please contact me ASAP. It was purchased on 11/19/22 and installed this spring. Still in warranty.
  Not able to find your phone number to speak with a person!
  Autumn
  
  Get Outlook for iOS
  
  From: Aloha Autumn <************************>
  Sent: Monday, November 6, 2023 12:07:05 PM
  To: ************************************** <**************************************>
  Subject: Defective meter housing photo of leak discovered 11/3
  
  
  ***************************** **********. Send email complaint as well on web site.
  Sent from my iPad

  Business response

  12/11/2023

  After reviewing the complaint information email, I noticed the customer responded to the ******************** with their shipping address. It is not clear whey they have not recieved our multiple emails asking for shipping address and responded to those.

  At any rate, we will ship a new meter to the address noted within 2 business days.

  Customer response

  12/12/2023

   
  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. ↩