ComplaintsforAquasana, Inc.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When another individual at my residence canceled their (twice yearly water filter) subscription Aquasana started charging my credit card instead of cancellation of the subscription service. I also had a different subscription at the time going to the same address but different ship to name. The unauthorized charges were Order # ********-110 and Order # ********-110 for a total amount of $119.04 ($59.52 x 2). I have sought to return the unauthorized product but was told on phone by Aquasana representative that any attempt to return would be rejected. The product was addressed to the other person (even falsely listed their name as the bill to) but was charged to my **** credit card. Because it was shipped to the other individual, and that I had a different authorized subscription I initially did not discover that they had added additional charges to my card. When I did discover the error, and found the packages that were still unopened, I contacted them. Upon contacting Aquasana the representative acknowledged the error but told me she was not provided by her employer the ability to initiate a refund or return. Nor was I ever permitted to talk anyone at the company who was authorized to resolve it. Follow up emails are returned with a non relevant note that the person I talked was not able to initiate a return. The package/product were never even open, addressed to the other individual, the subscription should have been cancelled, but charged to my credit card even tho my card number should never have even been connected to that subscription. (Additional note although subscriptions can be made with an online account , there is no way to cancel them online with that account, nor is it that you cant do so available at subscription signup. As of 04/29/24)

  Business response

  07/03/2024

  Hi ******! 
  We wanted to take a moment to remind you of our company's return policy regarding product returns and exchanges.
  As per our policy, you have ******************************************************************** exchange. This timeframe starts from the day your order is placed. We encourage you to review our comprehensive shipping, refund, and returns policy, which can be found on our website ***************************************************************.
  Please note that we are unable to accept any returns beyond the 90-day period as outlined in our policy. This allows us to maintain efficient operations and uphold the quality of our service to all customers.
  Should you have any questions or require further assistance regarding our policy, please do not hesitate to contact our customer service team. We are here to ensure your experience with us remains positive and hassle-free.
  Thank you for your understanding and cooperation in adhering to our policies. We value your continued support as a valued customer.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business Name - Aquasana Item bought - Filter system and "Water for life" subscription.Issue - As per the subscription I should be sent replacement parts for free with free shipping but when i called customer service they are asking to pay for the shipping. I refused and I asked if you don;t send the replacement filter system then what am I going to do with the two filters I have been sent as part of the subscription two weeks back and I bought this filter system with the assurance of able to get the replacement if anything goes wrong. They cancelled my subscription without my consent.I want to file complaint for them to stop making false promises through subscription and make customers buy the product only to know that they are getting scammed by getting mediocre product sold for which they need to keep paying for the shipping to get it replaced.Also, when I asked to take the two filters they have sent then they are asking return shipping for that too.

  Business response

  05/22/2024

  Good Morning! We are so sorry you have a bad experience with us! Our Water for Life benefits include, free shipping, no contract, 15% discount on replacement filters, and extended warranty on your system. The warranty covers all manufacturing defects at anytime, aside from the cost of shipping. Most Standard shipping is $9.99. If we have cancelled your subscription without your asking, we can most certainly get it reactivated for you. Our return policy is 90 days, the customer is responsible for the shipping fee back to us. We hope this helps!

   

  -Aquasana Customer Support 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Water for Life countertop water filtering unit from Aquasana on QVC. The unit came with a LIFETIME warranty as long as you purchased their filters for the unit directly from Aquasana--I have done so. I am signed up as a water for life filter customer and have purchased their filters from the beginning. Their units have had known issues, and they sent out o-rings (for temp fix) and told customers that they were working on a permanent "fix" and would supply us with a new unit when they were able to produce the units. I used the o rings as directed, and the unit has since damaged my solid surface countertop. When I contacted Aquasana again, they told me the new units were "now available but I would have to pay $185 plus tax to get the updated unit". I ordered a new one and asked for a supervisor to call--when I told them I have the lifetime warranty, I was told they would NOT honor it. I asked for a supervisor to call and they have NOT called as promised. Therefore, I am filing this complaint. Also, this company gives out a number to call for "claims" for damage resulting from the leaking original design units-************. They say it is the company who bought them out and THEY will take care of damage caused by the defective units. When that number is called, it is a water heater company and NO ONE knows anything about Aquasana claims. I am asked for a new working unit as promised when I originally became a customer. I am asking for damages to repair my countertop if that is indeed being done.The last rep I spoke to at Aquasana gives out the name of *******. Thak you

  Business response

  05/02/2024

  Hi *****! It sounds like you did not have a great experience, we are so sorry to hear that. Unfortunately, none of our units come with a lifetime warranty. Our ********** systems come with a year warranty and the Water for Life program can extend the warranty as long as you are a member of the program. However, it extends it for that system only. Upon looking into your account, a supervisor did reach out to you on April 30th. It appears that we have successfully refunded your last 3 sets of filters as a courtesy for the inconvenience this has caused. We are more than happy to have another supervisor reach out to assist you with any other questions or concerns you may have. What is the best phone number and time to contact you? 

  -Aquasana Customer Support

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Claryum 3 ************** water filter system on 11/19/2023 for a total of $259.78. Order# is **********. Had difficulty with the installation and decided to return the unit. Received email confirmation that they received the returned unit on 3/11 and gave me the return# of *******. The email stated that I would receive a refund credit of $243.55 within 5-7 business days. Emailed support on 3/26/2024 as I had not received my refund and did not receive a response. Sent another email on 4/7/2024 and received no response and advised Aquasana in that email that I would escalate matters if I didnt receive my refund, thus my request for the BBB to intervene. Thank you.

  Business response

  04/19/2024

  Hi *****, 

  We are so sorry to hear that you have not yet received your refund. We were able to locate your account and can see that your shipment has been received and a refund has been processed, however, looks like the card on file needs to be updated for the refund to be completed, a member from our team will be contacting to assist making those updates and ensure your refund processes. Thank you for bringing this to our attention!

   

  -Aquasana Customer Support 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer of ******************** for quite a few years and signed up for the water for life program that was supossed to warranty my products with a no questions asked policy, and for many years they did that. I have had quality issues with their products five times and they took care of them, until this time. Recently I have been having more issues with my shower filter cracking on the bottom and spraying water out of the cracks this has happened twice recently. Today when I called them they are now requiring me to send them pictures and I just do not have the time or energy to do this with as many problems as I have had recently with their products. The quality and customer service has gone down recently and I no longer want to be a customer and want a refund for my last replacement filter i receieved which was also faulty. This one was molded incorrectly so it sprays water from where it is supposed to seal. I have had issues with the last three replacement filters I bought. My last filter was purchased on 1-30-2024

  Business response

  04/18/2024

  We are so sorry to hear that your shower system has cracked and that it is spraying water. We want to help ensure that you are benefiting from fresh filtered water. We do offer customers warranty on our systems, the coverage on the warranty does vary on the specific systems, however Water for Life customers do get extended warranty. What the extended warranty offers is replacement parts for only the cost of shipping for parts that are categorized as manufacturing defects or wear and tear. We do ask questions do have a better understanding of what could be causing the issue to help with providing a resolution. In some occasions we do ask for a picture or video to help us locate what part is needed to be replaced. 

  Our Return Policy guarantees a full refund with no questions asked if within the 90 day time frame we offer for returns. 

  We will have a member of our leadership give you a call so we can better assist in providing a resolution to your concerns. We'd love to be able to assist in ensuring you are benefiting from fresh filtered water. 

  -Aquasana Customer Support 

  Customer response

  04/18/2024

  Complaint: 21566657
  
  I am rejecting this response because:  I would like a full refund for at least the last replacement filter I bought.  I really think I should get a refund for the last two filters I bought since they were not usable.  One cracked and I threw it away, I then went to use my next filter and it was not molded correctly and would not seal and was spraying out half of the water from the shower from where the filter is supposed to seal.  After getting no help from customer service I threw the entire system in the trash and bought one from culligan that works better.  The culligan shower filter does not leak out carbon every time I use it.  In the past I was never required to send a photo of the issue I was having.  I have had continuous problems with this system, two cracked filters, clogged shower heads from all the carbon coming out of the filter, cracked top piece the filter hooks to, and the last filter that would not seal.
  
  Regards,
  
  ***************************

  Business response

  04/19/2024

  Hi ****, 

  We were able to locater your account and can see that a member of our team was able to assist you. We can see that a resolution has been made and they will be contacting you once again to provide you with an update. Thank you reaching out to us and voicing your concerns. While we are sad to see you go, are happy to hear that fresh filtered water is something that you will still enjoy! 

  -Aquasana Customer Support 

  Customer response

  04/22/2024

  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, as long as they refund me for two filters like they told me on the phone when they called me!
  
  Regards,
  
  ***************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Product is shipped with labeling to keep upright only. Product arrived upside down. Product arrived without installation instructions and with missing parts. Contacted vendor (aquasana) received no reply.

  Business response

  04/10/2024

  Hi *******! We are sorry to hear the your order was delivered upside down and would love to resolve this issue as soon as possible. We have located your account and an agent will contact you shortly.

  -Aquasana Support Team

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company trapped me into an auto renew subscription for water filters every 6 months and they are making it impossible to cancel the subscription. They do not allow you to cancel online even though my initial order was online. I tried calling their phone number and they put you on hold forever and nobody answers or calls you back. And they keep billing me every 6 months for things I do not need. I am tempted to cancel my credit card because of these folks.

  Business response

  04/10/2024

  Hi there! We are sorry to hear to that you are having difficulties canceling your Water for Life subscription and would love to get this issue resolved as soon as possible. Unfortunately, right now our customers do not have the option to cancel subscriptions online. The ************ we have available is canceling through email or reaching out to us. Our hold times, has been a little but longer than usual, but we do have a call back option that guarantees a call back. Can you please reach back out to us, so that we can get your subscription canceled and rectify the issue. Our number is ************, option 1. We are open Monday-Friday 8am-5pm CST.

  -Aquasana Customer Support

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I called and ordered a whole home system which totaled over 1500$. We set up a payment plan and paid the initial payment which has now been pending in our account for 3 days with the funds being unavailable to us (over 300$) When we never got any kind of confirmation on shipment or anything for that matter I called the company to see what was going on. They then informed me that the order was canceled due to an expired card which was impossible considering we just opened this bank account and the card being new. Not to mention that if it was expired the charge wouldnt be able to be pending. Our tax return had just been deposited so it was not a balance issue. The lady I spoke with informed me someone would immediately call me back. No one ever did. This company is a joke and treats their customers terribly. I want my money back so that I can be done dealing with this company.

  Business response

  03/11/2024

  We are sorry to hear that you have been yet been able to speak with a member of our team regarding your funds reflecting back into your account. We can guarantee our goal is to assist in helping resolve what the issue could be. We have located your account and a member of our team will be contacting you shortly. We thank you so much for your patience as we investigate what could be causing the issue. 

  Customer response

  03/11/2024

  Complaint: 21368913
  
  I am rejecting this response because:
  This business takes nothing seriously. They wrote me an email explaining how important it is that their customers are completely happy and to please call in and hit option one for someone to help me regarding my issue. Which I did and it is literally the exact same number that any random person calling in would call. Its just customer service.  It just prompts you to more options. They dont even have a department for handling things of this nature. I responded by email and said I will be home all day today if someone would like to contact me regarding this matter and now four days later still no one has contacted me. You get an automated response from Aquasana by email stating that there call volume is so high right now so response times will be greater. You would think that some things would be elevated to someone who could call you back the same day, but not with Aquasana. Youre another number and they have no urgency in resolving anything. I will be also doing a ****** review to warn others about this companys customer service. 
  Regards,
  
  *********************

  Business response

  03/12/2024

  Hi *****, 

  We do want to take some time to thank you for your feedback, as a company, we believe all feedback is valuable as this helps us grow and understand how to better assist our customers. We were able to locate your account and can see assistance was given from one our supervisors on 03.01.2024 due to the the inconvenience that occurred between Affirm and our system. An offer was made for an additional ***** off + a year's supply of filters on top of the 50%off promotion. We apologize if this offer did not meet expectations, however we would like to leave the offer available should you decide to give Aquasana a second chance. We thank you so much for your consideration and hope to hear back from you in the near future. 

  Best, 

  Aquasana Customer Support 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold an item that did not meet the quality and the description I was sold. When I tested the water, the issues I was having prior to installation were still occurring - hard water in particular. When I contacted the company, which took many attempts, I was told that it only filtered out the chloramine which is NOT what I ordered/requested. The deceptive practices in sales and the lack of resolution even after multiple contacts is completely unacceptable. This has been a useless piece of equipment and a waste of money. This company should be not allowed to operate with their false advertising and sales tactics. I called multiple times over a long period of time to escalate the issue and no one was willing to call back and handle the problem professionally.In addition, the referral they provided to install the water system was so poorly done that any time the temperatures got close to freezing, our pipes froze. I recently had a trusted plumbing company come out to dismantle the entire thing and they were shocked at how poorly it was done.

  Business response

  01/19/2024

  Thank you for bringing this to our attention. Its important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately. If youre open to discussing your experience further, please message us with your information, and we will work to provide a resolution soon. You may also contact us directly at ************ Option 1, Monday through Friday from 8 am-5:30 pm CST, or email us at **********************************.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a long-term customer of this company. When we moved and began home renovations on a new home, I suspended my water-for-life subscription. A few months later, Aquasana restarted the subscription without notice, sent replacement filters, and charged me. I called customer service and was told to reject the shipment and that I would receive a full refund. I did as instructed but later discovered that I was only issued a partial refund because I was charged a 25% restocking fee. Why would I be charged for a restocking fee after the company unilaterally restarted a suspended subscription AND after I rejected delivery (meaning I never took possession of item) as instructed? Aquasana totally ignored my complaints about this. Even though it is not a substantial sum of money, I am so turned off by how this was handled, I will not be installing an Aquasana whole-home system as I had planed to and will now use another company.

  Business response

  01/19/2024

  Thank you for brining this to our attention. Its important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately. If youre open to discussing your experience further, please message us your contact information with the preferred time to call, and we will work to provide a resolution soon. You may also contact us directly at ************ Option 1, Monday through Friday from 8 am-5:30 pm CST, or email us at **********************************.

  Customer response

  01/22/2024

  Better Business Bureau:
  
  In reference to complaint ID ********, while I find the response itself not particularly satisfactory, the company did issue a full credit before I had the chance to follow up as requested in it's response. So, at the end of the day, I am satisfied with the outcome. 
  
  Regards,
  
  ***************************

*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. ↩