Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered the aqua tru under sink reverse osmosis filter on June 21, 2024 with order #*******. Shortly after installing we started noticing a disgusting taste to the water. Even after replacing the filter and different parts the issue still persists. This is clearly a faulty unit and it is still under warranty and yet the company will not respond to my email with any type of resolution. My most recent email I sent on Dec 31, 2024 requesting a solution to the faulty unit under warranty and after multiple follow up emails with no response I am coming here so that other customers do not make the same mistake as me and buy faulty products that this company does not even backup with their own warranty.

  Business response

  02/12/2025

  We thank you for forwarding Ms. ***** complaint to our office.  We are sorry that the Aqua Tru under the sink unit did not work for Ms. **** Our customer service support team contacted Ms. *** to let her know that we have processed a full refund back to her method of payment.

  Customer response

  02/13/2025

   
  Better Business Bureau:
  
  Thank you to the BBB for your assistance in this matter. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received my order of the carafe (order #*******) on 10-29-24. After running 2 tanks of water through the unit, it started filtering slowly and stopped filtering with the carafe 2/3 of the way full. After realizing the maintenance lights were blinking, I immediately emailed costumer support and received a reply on 10-30-24. I was asked to send a video of the issue and I did. I was then asked to give my phone number to the support agent so they could call me to troubleshoot the issue. I emailed them my number and received a phone call the next day. I did everything the support agent told me to do and was informed if it continued to malfunction, I could return the unit and they would send me a new one. It started going into maintenance mode again and I contacted customer support to return it. I received the new AquaTru (order #*******)in and mail on 11-9-24 and shipped back the malfunctioning unit on 11-15-2024 after receiving a shipping label. The new carafe has been working fine until this past Friday ********* when the exact same issues as before started happening. I did everything the customer support *** told me to do with the first unit, and waited a few days to see if it solved the issue. It's now 11-26-24 and it's started malfunctioning again. The countertop water filter I had before the carafe lasted almost 10 years and this new one can't even work properly for a full month.

  Business response

  12/10/2024

  We thank you for forwarding Ms. ***** ****** complaint to us regarding the technical issues she has been having with her Aqua Tru unit.  Please be advised that our customer service support team reached out to her to troubleshoot the unit and sent her descaling kit for maintenance purpose.  For the inconvenience caused to Ms. ***** as a courtesy, we have issued a full refund back to her method of payment.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a water filtration unit from Aqua Tru in September 2024. They have a 30 day moneyback guarantee. I had to return the product and called customer service to find out the process on Thursday 9/26. The customer service *** asked if I would be willing to keep the product if they reimbursed me for the shipping I was initially charged to receive the product. I said no thank you. I was provided the address of the return facility which is local to my house. The customer service agent explained to me when I asked how I would be reimbursed for shipping that I needed to go anywhere I want to ship the product, call back with the tracking number and they would reimburse me for shipping the return. When I called them with the tracking info the following day, I was told they would ot pay for my shipping. My initial call was with the agent at extension 131. The call was recorded so there is proof. A supervisor then called me back when I complained and lied to me saying shipping was not promised and tried to blame loud noises from my kids while I was in the phone for me not hearing. I told him if I had known Id have to pay $40 in shipping I would Have dropped the product off as the return center is local to me.

  Business response

  10/09/2024

  We thank you for forwarding Ms. Nicole Harrigan's complaint to our office.  Please be advised that it is not our company's return policy to reimburse our customers for return shipping, unless the customer is returning a damaged/defective product or an incorrect order, in which case we would provide a return label.  Unfortunately, Ms. Harrigan was provided inaccurate information by our customer service support team, but as a courtesy, we will honor the offer and send her a check for the $40.36 for the return postage she requested.  We kindly ask that she allows 4 - 6 weeks to receive the check.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an aquatru countertop purifier directly from the company on 8/5/2024. We received the item in the mail and set it up per the instructions. The machine will not turn on and filter water. I reached out to the company who states that the sensors must be wet and to follow steps to make the machine work.I requested to return the item because it is brand new and is meant to get wet and filter water. If their product doesnt work without extensive troubleshooting right out of the box then it is faulty. The company says they will accept the return but will not cover return shipping (I paid $29 to ship it originally to me). I want other consumers to be aware that this is not a reputable company with good customer service and that their products has major issues.

  Business response

  08/20/2024

  We thank you for forwarding *************************** complaint to our office.  Our support tech team reached out to ************, but were unable to resolve the issues she had with her Aqua Tru unit.  We are so sorry that the Aqua Tru did not work out for her.  Per **************** request, we issued a full refund back to her method of payment and also will be sending her check for reimbursement of the return postage.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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?

  Business response

  05/10/2024

  We received the compliant ********************************* filed with your office.  We take all matters seriously and respond to every customer service inquiries as soon as we can. We are so sorry for the unfortunate experience ********************** had regarding not having readily available maintenance information for her Aqua Tru Carafe.  Our customer service tech support team contacted ********************** and sent her a new descaling kit. 

  ********************** is a valued customer of ********************** and we take her concerns and suggestions very seriously and have already passed those on to our Aqua Tru brand team which they will take under advisement.
  

  
  

  Customer response

  05/14/2024

   
  Better Business Bureau:
  

  Thank you for promptly addressing my concerns, AquaTru. It was a pleasure communicating with you, I appreciate the quick response and the effort to rectify the situation.

  Looking forward to continuing to enjoy the benefits of my AquaTru Carafe.

  
  Therefore, I have reviewed the response made by the business in reference to complaint ID ********, and I am pleased to confirm that this resolution meets my expectations. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an AquaTru Connect water filter from Amazon on 20th July 2023. Having owned this model previously, I ordered it thinking I would be receiving an item of similar quality. Unfortunately the item is no longer functioning correctly and AquaTru has refused to issue a refund/replacement/repair because I ordered it from Amazon. I think its unfair Im being penalised as AquaTru is the manufacturer and its mentioned on their website that they would cover issues with workmanship which is clearly the case here. At no point is there any mention of Aqautru not honouring their policy if the item is purchased from an external source.

  Business response

  05/03/2024

  We received the complaint **************************** filed with your office regarding the issue she's having with her Aqua Tru unit.  We take all customer inquiries  very seriously and take pride in addressing all complaints.  Our customer service tech support reached out to Ms. ************ and she told us that she purchased the Aqua Tru from an Amazon reseller located in ****** and not Amazon who is a distributor of the Aqua Tru, and had it shipped to ********  Unfortunately, we do not ship to that international location;  however, as a courtesy, we made an exception and shipped Ms. ************ a new Aqua Tru to her location in ********  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the aquatru under the counter filtration system and I have been trying to contact customer service to get a refund because it does not work. I have asked to speak to a manager and they keep promising that a manager will call me within 24 hours but they don't.I have MCAS - serious allergies to mold and other chemicals. Please refund me.Order #******

  Business response

  04/24/2024

  We received the complaint Ms. *********************************** filed with your office.  We are so sorry for the unfortunate issues she has been having with her Aqua Tru countertop unit.  Per the customer's request we processed a full refund back to her method of payment.  Our customer service support team reached out ************** and advised her that we issued her a refund and as a courtesy we sent her our Aqua Tru Carafe unit.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the AquaTru Carafe countertop reverse osmosis water filter as a gift for my brother on October 3, 2023 for $266.43. It started leaking and the water was not good. I called their help line three times and was told each time that someone would call me back right away. I never received a callback. I sent pictures of the problem to them. I sent a registered return receipt letter to them which they received on March 21. I have not received any communication from them. There is a one year warranty on the product. Any assistance would be appreciated.

  Business response

  04/17/2024

  We thank you for forwarding ***************************** complaint to our office.  We take all customer inquiry seriously and sincerely regret that we did not address ******************** concerns in a professional manner.  We are so sorry that this unfortunate situation happened to ****************.  Our customer service tech support reached out to **************** and he explained what transpired when he attempted to have the defective Aqua Tru unit replaced.  We issued a full refund back to his method of payment on April 16, 2024.  As a courtesy, we shipped a new Aqua Tru unit to ******************** brother.   We have also forwarded ******************** feedback to our customer service team, so that this case can be fully investigated to avoid future occurrence.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  AquaTru ************************* **************************************************************************** I bought your Carafe product on Feb 5, and my Tank failed in March, 3rd week.I called in about it, was mis-advised by your staff, treated poorly, and in fact, the advice I received voidedmy Warranty.In fact, I called back, after reading Manual, asked to be escalated to a a manager ******? Olizar? He called back 3/18/24, and when I told him what had happened- he refused to honor my requests for help and did not own or acknowledge that the product failure combined with wrong advice it by your own Manual's text on P. 13-has voided the Warranty I told your Manager: every day we can choose to do the best job possible and today, although your could have chosen differently, your did not serve me at the highest level. This is wholly unprofessional and unacceptable. My product- tank- broke when I washed it by hand using a paper towel, not even a sponge- to not abrade the tank. Staff gave me wrong advice and failed 120% to value me as a customer. They emailed me the same invoice/ 24X over 2 days. This is just not OK. It is harrassment.I assume you do not know your staff does these weird things like sending an invoice 24X, but they did. Staff member in question my complaint was escalated to: ******? Olizar? I do not have the spelling, but he did call me on 3/18/24, at 3:50 PM EST. He is the person who must have decided to send me 24 copies of my invoice over 2 days to punish me for being forthright and letting him know that we can -as people in ***************** work toward resolution to allow the customer and the company to both be satisfied. Instead, he sent me 24 emails and clearly, was disgruntled by me telling him we can choose to do the best job and resolve complaints to allow the be outcome for all.***** ******* Reloj ************** C

  Business response

  04/03/2024

  We received the complaint Ms. **************** filed with your office.  According to our records, Ms ****** contacted our customer service tech team on March 12, 2024 regarding an issue she was having with her Aqua Tru tank at which time our agent offered troubleshooting advice.   Ms. ***** contacted our tech support team again and we shipped her a new tank along with a descaling kit free of charge.  On March 28, 2024 Ms. ***** expressed dissatisfaction and we issued a full refund back to her method of payment and as a courtesy, we shipped her a new Aqua Tru unit.  In regards to the duplicate invoices sent to her, we had an untimely technical issue with our order system which generated invoices to several of our customers and unfortunately, Ms. ***** was among our customers who were sent automated invoices.  Please be assured that our agents were not at fault and in now way affiliated with this unfortunate system error, which has been fixed by our IT team.  We take every customer inquiry very seriously and in no way would intentionally inconvenience our customers.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 21st I ordered the Countertop Reverse Osmosis Water Purifier - Alkaline, I received it only a couple of days later and installed it per the instructions. After setting up the unit, it started leaking and the water had an odd scent and fishy taste.... I washed and let it run again last night but the scent was still there this morning.... so far this has been a horrible experience. Should I be concerned for my health for drinking the fishy water and how will I ever trust this product?

  Business response

  03/06/2024

  We thank you for forwarding *********************************' complaint to our office regarding her defective Aqua Tru unit.  We are so sorry for this unfortunate situation and have made several attempts to contact ****************, but have not been successful.  Please be advised that we processed a full refund back to ****************' method of payment.  Our customer service tech team will still continue to try and make contact with the customer to offer troubleshooting for the **********************, as well as offering the option for her to return the unit, at which point we would send a return label to retrieve it, so that our engineers can investigate.

*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. ↩