Berkey by NMCL Reviews (%countItem)
Berkey by NMCL Rating
Address: PO Box 201411, Arlington, Texas, United States, 76006-1411
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I ordered a Berkley water filter from one of their authorized dealers on 3/17/2020. To date I have not received my product nor the refund they promised me. I have contacted by phone and email both their distributor and NMCL support team numerous times to resolve. They have just kept my money. On 5/10/2020. I was promised that I would receive a total refund within 7-10 business days. They have not sent me my refund, nor my product.
As the manufacturer of Berkey® products, New Millennium
Concepts, Ltd. (“NMCL”) does not sell products to retail consumers. Any
requests for a refund must be made through the seller. While NMCL can relay
these requests to the company that the customer purchased from, ultimately,
they are a separate organization and must be treated as such. Although NMCL is
unable to process refunds on behalf of other companies, we have relayed this
customer’s concerns to the alternate organization on multiple occasions. To
guarantee that NMCL is providing top quality customer service and doing our due
diligence to satisfy the customer, we would be happy to relay the customers requests
once more.
Berkey has sent me a defective water filtration system that has leaked in my kitchen causing water damage. I worked with them and with their supplier to resolve the issue, spending hours on the phone and emails and complying with all their requests for documentation but they refuse to refund me for the item or send a new replacement. They've already replaced a piece of it and it is still leaking. I asked for a refund or full replacement to avoid more headaches for me in the leaks and clean ups and time I've already spent and asked them to trouble shoot back in their lab, not on my time at my home. They said no. So I am left with a defective product and can't get my money back or a full replacement.
We are sorry to hear that the customer has had a bad experience
thus far. New Millennium Concepts, Ltd. (“NMCL”) would be happy to find a
solution for any leak they may be experiencing. Trouble shooting is required to
guarantee that we are replacing the correct product and providing the highest
quality customer service possible. Although NMCL cannot perform refunds on our
dealers behalf, we urge the customer to reach out and speak with one of our
highly trained customer support specialists to rectify the situation.
Complaint: ***
I am rejecting this response because:
I have tried repeatedly to troubleshoot with the company. I first spoke on the phone with them. Issue was not resolved. Next they sent me a replacement part, it did not fix the leak and I documented that by sending them a video. I then accepted a second replacement part. I tried that as well and the leak was not fixed. I sent them another video documentation to show that it was not resolved. I was then told they'd only send me one more replacement part and after that it was my problem and they would not do anything else to fix the issue and won't refund the item. This is on top of countless hours on the phone trying to reason with them, and hours spent cleaning leaks from this. The first leak caused permanent damage in my kitchen drawer because we didn't realize it was leaking overnight. They have also not responded to my request for reimbursement of my costs to fix the damage caused by the leak. At this point, I would compromise and absorb the cost of repairs to my kitchen drawers but I want to be refunded for this defective water filtration system. I am happy to send it back to them at their cost for shipping so they can analyze it at their warehouse or factory. I have spent hours doing so already and have not been able to use it during COVID -- which is why I bought it. I purchased it in April and haven't been able to use it because it is defective and they won't take it back after two replacement parts were sent. This is absurd at this point. The filter system is useless to me and I am out almost $250. They are not standing by their product or taking accountability for a faulty product!
Regards
The customer reached out to NMCL directly and spoke with our *** Manager. We informed the customer that we are happy to replace their product under warranty, but we are unable to process refunds. The customer did not wish to pursue a warranty replacement.They were directed to get in touch with the Authorized Berkey® Dealer they purchased from to request a refund, who had already previously approved the refund.
Complaint: 1***
I am rejecting this response because:
Berkey is not providing true, complete or accurate information in regards to this matter.
1. They adamently told me they will not replace the product! They only want to send me new parts to "try" and continue to troubleshoot with them over the phone or video. I told them I have already spent multiple hours doing this, first before I contacted them, then with the distributer, then with them! They refused to send me a new complete product, instead they only want to send me more parts that I have to then put together and trouble shoot with them yet again. I told them they should take this back and trouble shoot the defective issues in their factory or wharehouse. It shouldn't be on my time!
2. I already pursued two warranty replacements with them, neither of which worked to correct the problem. I was then told they'd only send me one more part and that's all they would do at that point. I mentioned this in my last responses to Revdex.com. At this point I no longer want to pursue a parts warranty replacement for the third time for a defective item that hasn't worked since I received it and notified them about it. It's clearly a manufacturing defect, and shouldn't be the customer's headache anymore. I tried every which to resolve this. At this point it's clear it's their issue to deal with.
3. I started this process by getting in touch with the Berkey Dealer (***). They told me at that point they won't refund me and to contact Berkey to do so and provided the phone number I was using to speak to customer service. Berkey told me they won't refund me, to talk to Dealer. I called back Dealer, they said they won't refund me to talk to Berkey. I talked to Berkey, they said they won't replace the item OR refund me and talk to Dealer. You see the pattern here I hope. They keep pawning me off to each other and neither is accepting responsibility for manufacturing and selling me a defective item that costs almost $250 to me and is not only useless but also has caused damage to my kitchen that I have had to pay for to repair!! The Dealer NEVER approved the refund. If they would have, why in the world would I be going through this? All I want is my money back for a product I can't use. I don't care who refunds me -- the manufacturer or dealer.
Please help me! I am still stuck with a defective item that neither part will refund me for.
Regards
We're sorry that the
customer misunderstood. NMCL is happy to do whatever it takes to get the
customer a functioning system. However, the customer has to work with us in
order to do so. We have to ask questions about the issues the customer is
experiencing so that we can resolve those problems.We never denied replacing
the product, and we're happy to move forward in troubleshooting to get the
customer a functioning system.
Because we did not have a direct financial transaction, we
cannot give the customer a refund. It is completely at the seller's discretion.
If they are directing the customer to us for a refund, they are wrong. Dealers
are aware that any refunds may only be between the consumer and the seller.
NMCL does not and cannot get involved.
If the customer wishes to move forward with getting their
product in working order, please contact our Customer Support Manager at *** We will be keeping an eye out for the customers email. If not, we will be unable to assist the customer any further.
Complaint: ***
I am rejecting this response because:
As I have said, I have spent way too much time on this already to start troubleshooting even more with Berkey. This is beyond reason. You may have the product back to examine all you want and troubleshoot. It's not my duty. I don't get paid by Berkey to do this--Berkey employees do! Its unreasonable at this time to force the customer into hours upon hours of trying to get a BRAND new unit to function properly when the phone rep admitted it sounds defective! I want a refund and you can take it out of revenue or product from your distributer *** Don't put the owness on the customer! I've already went in circles and Berkey has admittedly lied when they said the dealer approved me for a refund. If Berkey is saying they didn't lie, than the easiest way to resolve this is to have them shepphard through the return through THEIR dealer whom they say approved the refund. Berkey, you make that happen and I will consider this an acceptable resolution. You said they approved it so get it done.
Regards
I purchased a *** water filter online from this company on 04/21/2020 and the unit was delivered.
The return address on the package is: ***, *** Their website [***], states that the filters are made in USA, but I could not find documentation of this on the filters nor on the unit.
I phoned *** after receiving the unit but did not hear back.
I phoned them again yesterday [05/18/2020] at ***, and requested a call back, but not only did I not receive a call back, but today I received an email that *** is sending another unit and that I will be charged for a new unit!
I do not want a new unit and I would like to return the old unit and receive a refund with prepaid
postage.
This consumer has not contacted us directly but it appears
that they have reached out to one of our Authorized ***® Dealers according
to the phone number they’ve provided. We confirmed in our system that we have
no record of a phone call from this consumer.
NMCL is the manufacturer for all ***® product. We do not
sell product directly to retail consumers, but through our network of Authorized
***® Dealers. Our Black ***® Purification Elements and Fluoride and
Arsenic Reduction Elements are made right here in the USA. The address on the
shipment is from our fulfillment center.
While most of our manufacturing information is proprietary, we
are more than happy to address any additional questions or consumers can visit
our website for more information. Any inquiries for a refund should be made
with the Authorized ***® Dealer the consumer purchased from directly. While NMCL does not perform refunds, we can
assist with any product questions and warranty related issues.
Complaint: ***
I am rejecting this response because:
While I appreciate the information provided, I would like the manufacturer to tell me the country where the materials used to make the filters are sourced from. The packaging could be lacking the Made in USA" sticker because the source materials are from another country. If you are going to say that this is proprietary information, then you cannot say that your filters are "Made in USA" and that phrase needs to be deleted from the website of any of your authorized dealers. I would also like to know what country the metal canisters are sourced from.
Again, if you have a trusted authorized dealer who will not respond to me, how am I to proceed? Please provide this information to me.
I think it is your responsibility to ensure that this trusted authorized dealer responds to their customers, and I believe that it is your responsibility to cancel them as authorized dealers if they refuse to do this.
I remain concerned about the email that I received yesterday that Fed Ex is going to deliver a second unit that I certainly did not request.
Revdex.com thank you again for your help in this matter where an authorized dealer of this manufacturer refuses to respond to me.
Regards
We have reached out to the Authorized ***® Dealer that
the customer purchased from. The Authorized ***® Dealer stated that after unanswered
attempts to reach out to the customer they were able to speak with the customer
in order to explain the situation. The email sent to the customer in regards to
a second order was for a different customer and sent out by mistake. There will
not be a second order delivered and there will not be a second charge
processed.
The customer will need to contact NMCL directly for any
additional manufacturing information. Our email, phone number, and website can
be found on our profile.
Complaint: ***
I am rejecting this response because:
I want to be very clear that the Authorized *** dealer did not respond to my inquiries until today, and I received no voice mails or emails from this dealer until today except for a confirmation email of my original order and *** information about that delivery at the time of the original order. I did miss the phone call from the dealer today, but after receiving the voice mail, I called back promptly and spoke with the dealer.
I was happy to hear the dealer acknowledge that the email that was sent to me about a recent pending *** delivery on a new order was an error on the dealers part, and that I will not be receiving nor will I be charged for an additional unit.
The dealer was unable to confirm the country of origin of the source materials used in the manufacture of the filters or other components of the original product, and I am disappointed that NMCL has not been able to do this in response to this Revdex.com inquiry. I did go to the profile page of NMCL and I sent an email with the following question:
"Which country[s] do you source the raw materials from to manufacture all the components used to manufacture your products?" I will await an answer on this inquiry.
In the meantime, the authorized dealer did inform me of the return policy requirements. I do think that it is unfortunate that a customer can only determine if there is a "Made in USA" label on the product by opening the package, and that this necessary action nullifies any refund/return, and I feel that the Authorized Dealer should not have the "Made in USA" symbol for the filter elements on the website when there is no "Made in USA" label on the packaging. Companies that use only USA-sourced materials to manufacture their products are always all to happy to put that label on their products in my experience.Since I did run water through the unit twice to prime the filters before I realized that the packaging did not contain the "Made in USA" symbol, I am going to chalk this up as an expensive lesson on my part and I will throw the unit in the recycle bin.I usually do not purchase items online except from well-known companies that I trust, and after this experience, I am going to revert back to that original plan.
I would like to thank the Revdex.com for assisting me and I would like to let them know that I am very happy that I do not have to be concerned about that email that was sent to me by the Authorized Dealer in error. It was not until I contacted the Revdex.com that the dealer found it appropriate to respond to my concern about this.
Regards
The system I bought does not work and I have tried several tests that they recommended to me, and none work they even sent new filters and those don't work either, I am fed up and want my money back! This product is too expensive for it not to be working.
We are so sorry to hear about your experience. Unfortunately, this complaint has been filed with the wrong organization. New Millennium Concepts, Ltd. (“NMCL”) does not sell product directly to retail consumers. Your purchase and exchanges must have been processed through a separate company. NMCL does not have any documentation of previous contact with you, so you will need to contact the seller you made your original purchase through to inquire about a refund. However, we are happy to assist you with any problems you may be experiencing. Please contact us directly at or *** for assistance.
Delicious clean water which saves money and helps keep less efficient and less hardy filters out of landfills every few months. Love my berkey!
I purchased a Berkey water filtration system in June 2018. The recommendation is to check the filters performance by running a red dye test through system at 6 months which I did. The filter failed as red colored water was coming through. The filters are advertised to last 2 years. The representative there told me Berkey would replace my filters but I had to pay the shipping and partial prorated price for new filters. Due to my persistence the shipping was discounted 50%.
After receiving the new filters, I was instructed to check performance again at 6 months. I checked it using the red dye at 2 months at which time it failed again. I am now being told that I must send back the defective filter again before they send me a new one. They are waiving the shipping and cost. This product is not at all represented acuretly on website. The customer service department is not compliant or accommodating to reasonable complaints. Berkey's website boast that filters are good for up to 2 years and mine failed after 2 months. I am asking for a full refund of this defective product which was $200.00.
The customer purchased a Berkey® System through an Authorized Berkey® Dealer and reached out to New Millennium Concepts, Ltd. (“NMCL”) in January, 2019, regarding an issue they were experiencing. A replacement was issued per our Warranty Policy.
The customer reached out a second time, again for a warranty replacement, in April of 2019. Per NMCL Policy, associated costs were required to perform the Warranty exchange. After the customer escalated the issue, an exception that allowed all associated costs to be waived was applied.
The customer made no request for a refund while speaking directly with NMCL. New Millennium Concepts, Ltd. does not sell product directly to retail consumers, therefore any and all refund requests must be made through the original seller.
Terrible customer service. Package came incomplete. Was missing parts and had a ding in it. Possibly a scratch n dent. Process to have parts replaced is to fill out a "claim" form that takes several days to process then however many days for them to actually send the missing parts. I called their support as that was not acceptable to me. Talked to Sarah who was wonderful and very sweet and personally did a great job at customer service - I understand her job is to reiterate NMCL process. When I asked to speak to her supervisor; the supervisor refused. I was not being unprofessional - simply wanted the person above Sarah and they refused. Terrible company to deal with.
The customer contacted New Millennium Concepts, Ltd. (“NMCL”) in regards to missing blocking plugs on the original order.
Prior to initial contact, the customer submitted a Warranty Claim Form on our website that was immediately sent to NMCL Support. This form captures all of the necessary information needed to verify orders and all associated products to allow for better service. After submission, the customer called NMCL Support where she was informed that the missing items would be shipped out the same day with ‘2-Day Priority Shipping’ (per standard policy).
Because the customer was not satisfied with this resolution, she requested to speak with management who was currently unavailable; management never “refused” to speak with the customer. The customer did state she would wait on the phone-line as long as needed but because the wait would be extensive, the Support Specialist informed the customer that they should move forward with the process immediately per NMCL standard policy.
Once management became available, the Support Specialist and Assistant Customer Engagement Manager reviewed the scenario. Management then approved the order to be overnighted to the customer. It was after this point that the customer left this Revdex.com review.
The customer made no mention of scratches or dents on her system when speaking with the Support Specialist or submitting the Warranty Claim Form. If the customer wishes to have the product reviewed, she will need to contact NMCL directly once more.
This company offers no real warranty or return on its Burkey water treatment items. Was basically informed that id have to go to thier distributor who isnt answering his phone or emails. Our water treatment has not worked since day one. Waste of $400+ and a lot of time, along with water quality dangers to my family. Not impressed!
The customer contacted New Millennium Concepts, Ltd. (“NMCL”) in regards to an issue he was experiencing via phone call on Thursday, February 7th, 2019. One of NMCL’s highly trained Customer Engagement Specialists offered to troubleshoot with the customer in hopes to resolve the problems immediately. The customer declined NMCL’s persistent requests.
In an effort to ensure the customer had the best quality experience with Berkey® by NMCL, NMCL gifted him with free product to replace his current set. This product was mailed directly to the customer prior to this review.
New Millennium Concepts, Ltd. is the manufacturer of Berkey® Systems and handles all processes involving warranty replacements for its products. Any concerns involving sales must be made directly through the Authorized Berkey® Dealer the product was purchased through.
In regards to the return statement. I did not refuse technical help as I knew what the issue was, it was simply the SECOND set of filters that have failed and I was finished with the product and wanted a refund. You stated I needed to go directly to the distributor, the distributor has failed to answer phone or email requests from myself or you. And has since called the police on me for harrasment so I cannot contact your distributor for refund. Well played scheme! Oh and if you sent out the 3rd set of filters as you stated, where is my tracking number, also if you already sent them out you didnt test them before you sent them as stated because you said yourself it would take a few days to test. So either way youre lying. Ive started legal action against your distributor.
I was sold defective filters through one of this company's distributors. The distributor refused to replace them and told me to just clean and prime them, even though they never operated at 1/10 what they should have. I called New Millennium hoping they would stand by their product but was only offered a 20% discount on new filters. If they sold a defective product, they should replace it.
New Millennium Concepts will always replace a defective product if we are contacted within the warranty period, and a proof of purchase can be provided.The warranty period for a Fluoride and Arsenic Reduction Element is six months. If they are within the warranty period, and can provide a proof of purchase, we encourage them to call our Customer Service team so the product can be replaced. If the customer would like to call our Customer Service team and speak to a Supervisor, we can review the issue further.
My filters are 2 months out of warranty, only because I believed the customer service reps that were telling me the filters were not defective. If they had not mislead me to believe this, I would have gladly called for a replacement in the first week. Given the misleading actions of the distributor causing me to delay calling for for a replacement, I think that an exception to the warranty period should be made. They were defective from day 1. I did speak to a supervisor at New Millennium Concepts and they would not offer anything more than a discount on new filters. That is not a reasonable offer considering they never worked to begin with and I paid full price for them.
What specifically is the problem with the filters? If a call had been made to our company prior to the six month warranty period, and the same problem still hadn't been resolved after that six month mark, it is company policy to abide by the first initial date of customer contact. If a customer had mentioned contacting our company while still within the warranty period with a specific problem, and we can provide documentation of that, we would honor that time frame. I encourage the customer to contact our Customer Service Department and ask to speak to the supervisor. The supervisor will be able to help them with this problem further.
I just reordered Filters.I have had my Berkey since 2010.Great filter and customer service.He gave me 10% off!
Thank you for being a long term customer! We wouldn't be here if it was not for customers like yourself. We appreciate the awesome review!
Excellent customer service!! I called with a long list of questions about their products. My call was answered without delay. The representative was extremely friendly, knowledgable, and patient. He answered all of my questions very thoroughly and to my great satisfaction. First class treatment - clearly a well managed company focused on their customers !!!!
Thank you for your kind words! We appreciate our customers and strive to offer the finest customer service possible.
The Customer Service team is very quick to respond and very helpful with any questions about their product. The product itself is very high quality and gives me peace of mind about my families drinking water.
Thank you for your kind review. New Millennium Concepts appreciates its customers!
New Millennium was very helpful. I had a issue with my filters, and they were both very helpful and very quick to provide me with new filters. I'll be sure to call them back for all future water filter needs!
We are always glad to help a customer in need! Thank you for such a kind review.