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            Business ProfileAqua Tru, LLC

            Water Purification Equipment
            BBB accredited business

            Contact Information

            PO Box 9169

            Van Nuys, CA 91409-9169

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            (800) 220-6570

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            Customer Reviews

            1/5

            Average of 8 Customer Reviews

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            Customer Complaints

            30 complaints closed in last 3 years

            17 complaints closed in last 12 months

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            BBB Rating & Accreditation

            BBB accredited businessA+

            Accredited Since: 4/17/2018

            Years in Business: 9

            Customer Reviews are not used in the calculation of BBB Rating

            Overview of BBB Rating

            Related Categories

            Overview

            Make, Market and Sell Reverse Osmosis Water Purifiers and Filters

            Business Details

            Location of This Business
            PO Box 9169, Van Nuys, CA 91409-9169
            BBB File Opened:
            4/17/2018
            Years in Business:
            9
            Business Started:
            5/1/2015
            Business Incorporated:
            3/13/2014
            Accredited Since:
            4/17/2018
            Licensing Information:
            This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
            Type of Entity:
            Limited Liability Company (LLC)
            Additional Contact Information

            Website Addresses

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            Customer Complaints

            30 Customer Complaints

            Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

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            Most Recent Customer Complaint

            04/30/2024

            Complaint Type:
            Delivery Issues
            Status:
            Resolved
            Ordered the Carafe Countertop Reverse Osmosis Water Purifier on March 3, 2024 on Amazon.ca (******), it was delivered March 5, 2024. The Purifier stopped filtering on April 12th. Ordered the descaling kit on April 14th from the AquaTru website. It is now April 29, 2024 going into the third week and the kit has not even shipped. This is my first ever RO system. never knew I needed to descale the system. No mention on the product card or manual to purchase a kit ahead of time to be ready when the system needs descaling. Now I'm left without using the purifier with NO idea when I will get the descaling kit that hasn't even shipped yet. I contacted AquaTru's customer service on April 14, 2024, communicated with ************** In the email a provided a screenshot recommending where to add a warning on the Product Card to advise new customers to buy a descaling kit ahead of time. ***** did not acknowledge my recommendation. April 17 emailed again with the recommendation, again ***** did not acknowledge it and just brushed it aside. Poor customer service. Escalated to ****************, April 18, he kindly refunded the cost of the kit. April 19, ****** provided carrier name and tracking number. ****** said he would forward my feedback to the product development team. It is now April 29 and the kit has yet to be shipped. If *************************, the *** of AquaTru for *************, and *******************************, the director of AquaTru Europe truly care about creating a top quality product and service, then they will consider my recommendation to advise new customers to order a descaling kit soon after they receive their purifier. However, I am still without RO water and with no clue insight of when I will be able to use the Purifier again, and only after having the system for one month. My first RO system which I was SO excited to purchase, and so far not a great experience. What a let down! How will you resolve this? Where can I purchase a descaling kit in ****** while I wait?
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            Read 29 More Complaints

            Customer Reviews

            8 Customer Reviews

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            How BBB Processes Complaints and Reviews

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            Most Recent Customer Review

            Jared F

            03/14/2024

            We were so excited about our under sink unit. Unfortunately, within months of having it, the system began leaking repeatedly and has caused several issues, including mold. The tank fills slowly, even after proper pressure has been confirmed, and their support team is completely unhelpful.Speaking of support, the most baffling part of the whole experience with AquaTru was the support we received when calling and emailing. First, on the phone, I was instructed to disengage the hose while troubleshooting. The person did not instruct to shut the main cold water tap off first, so I asked to confirm that should be done first. "That isn't necessary for this part of the troubleshooting." Very odd, I thought. Proceeding to do exactly as instructed (again, I was instructed NOT to turn off the main cold water tap), water began shooting everywhere and caused a massive mess. Baffling support here, to say the least.The leaking has continued and has only gotten worse. Filters have all been replaced, which we had to buy ourselves, seals have been checked and tightened, and the system is still leaking at the filters and the tank.TLDR; AquaTru's product is incredibly unreliable and simply does not hold up. The company does not stand by their product quality, and has not offered a replacement. There are many other companies to support out there, so stay clear of this one.

            Aqua Tru, LLC Response

            04/17/2024

            We thank you for your review. We are sorry for the unfortunate situation you are experiencing with your Aqua Tru unit. We kindly ask that you allow us the opportunity to resolve this issue with your unit. In order for us to assist you, please contact our customer service tech team at **************, Monday through Friday between the hours of 7 AM and 4 PM PST, Saturday between the hours of 7 AM and 3 PM PST Or contact us by email at ***********************************
            Read 7 More Customer Reviews

            Local BBB

            BBB of Los Angeles & Silicon Valley

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