thewatermachine.com Avis 21

We received our water machine and the glass chamber that holds the filters was deformed would not hold the filter we asked for the part they said we had to pay again for replacement. Angry is the word. Went with Berkey and threw $300 water machine in the trash where it belongs don’t use these guys.

I bought a water machine a few years back. Decent product. Ordered a second one for my parents. Accidentally ordered a $89.99 stool from the website on a separate order. Immediately reached out, explained it was a mistake & to please cancel the stool. I was told it was already shipped. I asked if I could return unopened, I was told no but you can give it away. Then tells me the cost to return and restock cost more than the product. The reason I can’t return it is because he orders it from his Amazon and sends to your address. Come to find out this guy sells AMAZON stool ($35) for over DOUBLE the price!! When he said I couldn’t return I asked him to escale to his boss. He went off the deep end, “where do you work? Do you have policy and procedures? When Jennifer Lopez broke up with Ben Affleck I thought for sure she would be at my door…Customer service doesn’t always go your way.” Like WHAT??? He said these things-and have the emails for proof. Anyway, contacted my bank to cancel my card my bank went over the charges with me. There was a $315 charge, the $89.99 stool and a random charge for $93! After telling my bank the entire story they asked for emails and told me to send the items back because they were speechless at how he handled customer service. Dave the terrible customer service guy and scammer asked me if he should “contact my parents and tell them their daughter keeps making mistakes?” lol I’m a grown woman tell whoever whatever! He also said “you and now your parents are banned from the website.” Mind you, I was still ordering the$315 purchase just wanted to return the stool. But I’m not keeping a water filter I will not be able to buy parts for in the future. Cost me $55 to send the unopened water filter back and I paid it with a smile. I also managed to get the return back to Amazon. Despite his “restocking fees.” I don t know who hurt him in life but he really needs therapy and a class or two on customer service.

So I spent $350 on this thing, and I set it up according to the instructions. The simple truth is that this thing does not clean the water. The water tastes better before the water goes through it. I don't think that this guy engineered the seals very well, and I think water just leaks right into it and then festers in there. You can literally see stuff floating around in the bottom. It is simply disgusting.

Perhaps more importantly, when I got into contact with this company and told them my issues, I was met with curse words and anger. It was perhaps the most unprofessional response I have ever received from any company or any customer service person. I do not understand how this company is in business.

Bad experience with the Water Machine! When I bought it, I called the company and David told me that it would even clean pond water! I was thrilled! I wanted to buy one for emergencies where if we didn’t have running water, I could pretty much put any water in it and it would clean it. Now, I know that regular machines can’t do that but he assured me it could. After I got it set up, I used a tds meter and the water from it tested even higher than my tap! So I messaged him. He was rude and said to throw it away, it’s crap and tells you nothing. I asked him about testing and he said no way for me to test it unless I take it to a million dollar lab. I had a water filter comkany come out and test my tap water and the water machine water. Only thing it’s taking out is the chlorine. That’s it!! Buy a reverse osmosis under the counter instead. I contacted Dave and he demanded the findings and I sent it to him. Even with that, he said he didn’t believe it. He won’t give money back and when I told him, I would leave him a bad review, I told him I had owned a business and wouldnt treat customers this way, he threatened me saying bad reviews can come my way as well. He is a complete jerk and rude and sells a very minimal cheap carbon filter and claims it is top of the line. It’s a joke. DONT BUY

I’m afraid to call now after the reviews don’t buy it I’ve had it over a year and have been washing the “10 year” filter and just happened to see green molded that looks like algae in the bottom vessel where after”it’s been filtered” you drink the water from. Not only did I waste $350 God knows what bacteria I’ve been giving my family! I just washed it out a few weeks ago, it says to wash out the filters every 2-3 months which I’ve been doing and woke up to green mold this morning, I’m disgusted

The horrible negative reviews speak more likely than not! Something is wrong with someone who conducts themself by going off on his customers and was reported to the police! Several posters have offered up receipts.

I just read the numerous Trust Pilot reviews of the water machine. I was just about to purchase one, but I’m glad all these people took the time to write their experiences with company. I’m retired and live on a fixed income and raising grandchildren. Purchasing this item would have set me back a little financially, but even worse if it had problems and the company wouldn’t help me with it that would have been a bigger financial burden and loss. Thank y’all for these reviews and for saving me from a big financial burden.

**Update**
After seeing my reviews on multiple sites the owner has now contacted me via email with threats. He and I quote “be prepared for a retaliation that will make my life miserable. I promise you that.” Threats against me and my family as well as to contact and I quote again “my employer if I even have one. “ I will be filing a police report for harassment and threats.
In other words not the best of customer service and professionalism.. I’d avoid this company at all costs. There’s a reason there’s no money back guarantee! 😳

This company is falsely advertising their products. They advertise their filters as being lifetime but fail to mention they don’t cover any kind of defects in their products not to mention guarantee in their product actually working. I’ve had this machine for a little over a year and after 3 months the “lifetime” filters clogged. I followed their YouTube instruction video on how to properly clean them and when it didn’t work I reached out to the company. They claim I cleaned them incorrectly damaging the product.. then they claim It’s my water clogging the filters. I’ve had multiple cleaning systems and never had issues like I do with these filters. Now they want me to spend another $300 on a pre filter! Only to change their website to suggesting this now for anyone with well water/ water softeners. The last straw today was when again cleaning the filters because they won’t drain past half way so I have to prime them every other day to get it to filter anything, the bottom of the filter where the plastic base is glued to the actual filter came off.. the glue came apart while it was in the water pitcher filtering water! When I contacted the company they responded and I quote- “no defects here, anything can break if twisted or dropped, or anything with pressure.” Don’t waste your money on this company. I wish I would have seen it wasn’t an accredited company before I wasted hundreds of dollars. They should be ashamed of their misleading scam.

The water machine sucks. Its just a glass jug with a couple cheap filters. The customer service sucks and are very very rude and make sarcastic comments. They also will not refund you in any way because they are scammers that know their products are crap

This guy is really shady. He’s a theif, sends personal Venmo requests, doesn’t ship items correctly and then refuses to refund or act professionally. Then he speaks in a degrading manner and bans people from purchasing- which is all evident in the reviews below. Some people simply should not be business owners or dealing with customers whatsoever. This is an example of that.

I bought the water machine over a year ago and recently had to purchase new charcoal filters and fluoride filter replacements. The fluoride filters came damaged and had the inner material coming out making my water cloudy. I reached out to David and explained what was happing and sent videos. He tried to tell me clody water was fine just to drink it, and would not be honoring thier warranty. As someone who has been purchasing these style filters from other vendors I knew this was inaccurate and threw the filters away. The charcoal filters where delayed and the shipper ended up returning them to sender (the water machine) and they are refusing to refund my money for a product I never received. Had to reach out to credit card company to get it resolved. Buyer beware, very unprofessional

I bought the Water Machine after I saw it was on sale in Facebook. I had my reservations so I went to their website and validated the company. I had been shopping for one in my house.. I loved the all glass container, you don't have to guess what is in there. It will always be clean. I received my order very timely manner. It was packaged perfectly to avoid damage in shipping. I put it together very easily and I love it. I love the taste of the water and I actually drink more water. No more plastic bottles. No regrets and great deal.

I have actually purchased seven of these now. One for myself, and six for people I love. We all love this product and the water taste AMAZING. When my three year old grandson knocked mine off the stand where I had it and it burst, david replaced it for me me for a very reasonable price. I just don't get these reviews. I LOVE my water machine!

The Water Machine does not work, the owner did the testing not a 3rd party, test strips prove that is does not do what they claim. Owner also will not back his own item, this is why he says all sales are final because he knows that people will be unhappy. Do not waste your money, buy better anywhere else.

owner doesnt disclose that the system has a problem dealing with water softeners, then turns around and tell me that all sales are final and if i want to use it, i have to buy yet a 2nd water machine with different filters, filter water thru that and then re-filter that water thru the standard watermachine..
no mention of this on the site yet in the instructions it states filters cant do salt water.
when contacted about this the response was " no returns" but you can donate it or venmo another 300 to (some guy) and get a 2nd water machine.
condescending and rude.

I purchased a water machine after a very long time of saving and waiting. I was very excited for this product. When I received it, the stand came broken, and the platform was incredibly wobbly to which I reached out to customer service to inform them. The only assistance they provided was to tell me to “glue down the broken knobs and sand down the platform myself because it was free.”I have never dealt with such horrible customer service from David Trujillo (david @ thewatermachine.com). I will not be recommending this product to anyone I know, nor would be giving this company any more of my money. Do not let them treat you as they have treated me.

I purchased a water machine after a very long time of saving and waiting. I was very excited for this product. When I received it, the stand came broken, and the platform was incredibly wobbly to which I reached out to customer service to inform them. The only assistance they provided was to tell me to “glue down the broken knobs and sand down the platform myself because it was free.”I have never dealt with such horrible customer service from David Trujillo (david @ thewatermachine.com). I will not be recommending this product to anyone I know, nor would be giving this company any more of my money. Do not let them treat you as they have treated me.

EDIT:
David Trujillo emailed me back and treated my safety. I cannot attach a photo but below is a copy and paste of the email I received .

Julie, leave a bad review, and get BANNED for ever ordering from my company again, including replacement filters.
Jan 10
You have been waiting a long time to get and finally did, which tells me you don't have a lot of money, should I interview your neighbors and ask them why that is so?
l am a small business. I am humble, and know where you are coming from, but be very, very careful when you threaten someone's livelihood, as they will be likely to after you with retaliation.
If you offered to send me $16 via venmo to Hawaiidavid I will send you a replacement stand.
You got someone for free. You don't like it? Throw it out of fix it. Seriously now.
David Trujillo

I had my Water Machine less that a year and the bottom cracked from temp. change. I washed in warm water and rinsed in hot water and that is when I herd a" tink" sound and a 6" crack opened up on the bottom it stands to reason that the glass in not tempered. I contacted the distributor and he would not stand by the product, wanted $65t shipping. Buyer beware!

I ordered the water machine and then cancelled my order within 6 hours from a Friday to Saturday.

I had found conflicting reviews and frankly better quality products.

I simply asked to cancel. I was met with a response that chastised me for cancelling event though the item couldn’t have possibly left the spare bedroom they are stored in.

I wrote back to the aweful response i was met with and then received this;

You said: “simply giving the customer what they asked for would have been great”
My response: we live in the day and age of ordering online and getting the order the next day, or the same day, or even within hours! So when a customer orders a water machine from me, I act fast.

If I was too slow, I would get complaints….. .so processing your order and “giving you what you asked for” is exactly what I did! Processing your order quickly.

Now, you want to reverse things… which is not easy, and requires actions on my part and my warehouse staff, since your order was already processed and sent to my warehouse – so I wanted to ask you “why” …… “why” did you change your mind? You made the right choice to get something to give you peace of mind your drinking water is safe from microplastics, forever chemicals (PFAS) and hundreds of other contaminants. I asked to find out “why” wouldn’t you want that? Which you didn’t answer my question.

Yup, this is customer service.

All sales are final, but I just refunded your card minus the 15% restocking fee. You can’t fill your car with gas, and then say, sorry, I didn’t mean to fill the tank, I want a refund. You are an adult, you made a decision, and people acted on that.

This is about as unprofessional as you can be.

I guess I’ll be happy losing 50 dollars to never deal with someone who treats people like this.

Best of luck water machine.

This following is my personal experience. After setting it up and running a tank and dumping it per instructions, on the second run I tested it with an FDA Approved water tester, it still tested positive for fluoride , so I asked for a return, and the seller/ owner basically told me to go f. K myself, and my FDA water tester was not good enough to test their filters water,sent me threatening emails, which made me file a police report, BBB claim, and a claim with my creditor. In my experience I would NEVER recommend this product as it does not do what is advertised. It says it filters hundreds of contaminates, and mentions fluoride specifically, but did not, so who knows what else it is not filtering. Save your hard earned money and DO NOT BUY THIS SYSTEM.