ComplaintsforAquasana, Inc.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, on October 29, 2023, I purchased a pair of filter cartridges (***4035 ) and a diverter unit (*******.16) for an ******* drinking water filtration unit. These were purchased through aquasana.com On December 13, 2023, the ******* ruptured internally; I've not been able to view cartridges within due to my inability to unscrew them.The parts cost me $87.07.The AQ**** was purchased through the Aquasana Amazon **************** 22, 2023, costing $64.99.

  Business response

  12/29/2023

  Hi *****, 

  We are so sorry to hear about your recent experience with your AQ4000. After doing some research, we have identified that you reached out to our **************** Team on 12/21/2023 and received some assistance. Based on your account, we were able to provide some replacement parts under warranty to resolve your issue. If there is any other questions you may have, we are more than happy to assist. A member of our leadership team will be contacting you shortly. Thank you for your loyalty to Aquasana, we truly value you as a customer. 

  -Aquasana Customer Support 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ?? Scam alert ??I paid $462.07 in Sept 2023 to this business & received faulty/broken product(s). When asked for a refund or replacement they told me to figure out shipping myself. When I emailed Aquasauna back (multiple times over the course of a full calendar month) stating it is unreasonable for me to pay for shipping on a faulty product, they have not responded. They still had time to send me their automated Marketing emails for the holidays, which means the business is ignoring it's customers and do not care about their experience once they have the **** in the door. I have given up trying to resolve this on my own with the Aquasauna and have decided to try to recoup my costs through my credit card company.

  Business response

  12/19/2023

  We are sorry to hear that you did not receive the outcome you had hoped for when you spoke with ***************** We can assure you that your business is appreciated and that our goal is to assist our customers in enjoying fresh filtered water. We'd love to speak with you and attend to your questions and concerns, we will reach out via email asking for the best time to jump on a call would be. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Non functional under sink water filter Aquasana 5300+Problem started on October 21st, 2023.I have gone through 3 rounds of problem resolution with them and the system still does not work I have paid postage (approximately $30)for the parts they said would solve the problem which did not! I now want the whole system replaced and they will not i must wait 24 to 48 hours for a supervisor to call **** have been without filtered water since October 21st, 2023.

  Business response

  12/07/2023

  Hi *******, 

  We can see that a warranty part has been placed for you. Would love to follow up with you through a call and will be emailing you from our ********************************** email to know when would be best to hop on a call. Hope you are able to respond as soon as possible as we'd love to make sure you receive best resolution possible. 

  Best, 

  Aquasana Customer Support 

  Customer response

  12/15/2023

  Complaint: 20862323
  
  I am rejecting this response because:

  
  
  This is not right!!!  Nothing has happened!!!  NOTHING has been resolved and I still have a defective product!!!  It just is not right!!!!
  
  
  Regards,
  
  *************************

  Business response

  12/19/2023

  We are sorry to hear that our response does not suffice you. We really do want to assist and bring a resolution to your concerns. We will reach back out once again in attempts to bring a resolution. We will reach out via email requesting the best time for us to give you a call and listen to what your concerns are. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my aquasana 3 filter water system for about four years. A few days ago the green outer cartridge cover cracked causing water damage to my ceiling and flooring in the room below. I have read online this is an occurring problem with these cartridge cases.

  Business response

  08/31/2023

  Good afternoon *******,
  We are sorry to hear your unit experienced a leak and wish to resolve this as soon as we can. Upon reviewing your account we see a customer service representative was able to assist you with placing a warranty order for the part that cracked. If you wish to start a claim for the damages, please contact us directly through ********************* or you may call us at ************, option 1 so that we can assist promptly. We are open from Monday through Friday from 8 am to 5 pm CST.

  -Aquasana Customer Support

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a water filter system on June 16th, 2023 and refused the package on June 27th with *** to be returned to sender. I had called Aquasana before I refused the water filter letting them know that I will be refusing the package because they were charging me more on customs than what I was paying for the product. They agreed to accept it with no extra charges and refund me the full amount. I called them back a week later asking where is my refund and they said to wait 5 to 7 business days although the 5 to 7 business days has already passed. Then they send me an email asking me to allow another 5 to 7 business days on July 18th, 2023. I called back after the 5 to 7 business days and asked again where is my refund and they send me again another email on August 4th requesting to allow 5 to 7 business days for the refund. I called back again On August 7th asking where is my refund. They said to wait another 5 to 7 days. August 7th ***** they send me another email to allow another 5 to 7 days for the refund.

  Business response

  08/08/2023

  Hi ****, 

  We are sorry to hear you experienced some issues with your return, and sorry to hear you were not able to get through the phone line. 

  We have reviewed your account and can see that your refund has processed on 08/07/23.Refunds process within 15 business days from the time it has been processed in our warehouse. If you have any further questions or need further assistance, please let us know what time of day is best for a person within the management team can contact you. We are more than happy to assist and bring any clarification needed. 

   

  Regards, 

  Aquasana Customer Support

  Customer response

  08/08/2023

  Complaint: 20438076
  
  I am rejecting this response because: Aquasana sent me several emails since July 18,2023 saying the same thing. It's just copy paste and send.  They haven't done anything ever since. It's over a month that they just keep sending me the same email.  If this is a joke well, it's not funny at all!!!  I want to see action and not copy paste emails.
  
  Regards,
  
  *************

  Business response

  08/09/2023

  Hi ****, 

  We apologize if the responses you have been receiving are coming across as an automated response. We can assure you, our representatives aim to respond in the most courteous manner possible. 

  Upon further reviewing your account today 08/09/2023. We have verified, the refund has settled on 08/07/2023. This means the refund has posted to your banking institution. We kindly ask you review any banking statements and verify the refund has posted. 

  Should you need further assistance, we are more than happy to assist. What would be the best time of day for our management team to contact you? Please let us know at your earliest convenience, as we are hoping to resolve this for you as soon as possible. 

  Regards, 

  Aquasana Customer Support 

  Customer response

  08/09/2023

  Complaint: 20438076
  
  I am rejecting this response because: I did call my credit card company and they have nothing pending.  They said that they will be contacting you.  This is bad business practice!
  
  Regards,
  
  *************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 23, I ordered an underwater filtration system from this company through Amazon Prime (ORDER # ***-7093537-8838656) . One of the parts came damaged. I contacted the company to ask them to replace the part. They are sending me a undamaged part, but before they agreed to do so, asked me to describe the problem in detail. I am not a plumber, nor am I going to contact a plumber to help me with this.Second issue is that I now need to have a second service call in order for the new part to be installed. Had I known that the original part was damaged, I would have waited for the correct undamaged part to be sent to me before installing this system, so that I would have one service call to a plumber.The third issue is that they require that I pay for the shipping for the new part, even though the original part they sent me was damaged. I cannot use the system without this part, so I had no choice but to pay for shipping.I would like my $10 back for the cost of the shipping.Very shady company who take advantage of people; they should be put out of business.

  Business response

  06/05/2023

  Hi ****,

  Thank you for your email. We are sorry you experienced issues with your system and are glad we were able to provide assistance when you first called regarding the issue. Our agents were able to identify the issue at hand after assisting with troubleshooting and advised a part needed to be placed. The part needing replacement falls under warranty, which means this can be provided for no cost for the part, all needed to be paid is shipping. Shipping under warranty is not covered at this moment, however, we have issued you a credit of ***** to the card on file. Please allow 3-5 business days for this to be reflected into your account. As a courtesy, we have also shipped you a replacement part at no extra costs. One of our agents will be contacting you as a follow up to this response. 

  Please let us know if you have any questions or need further assistance, we are always happy to help. 

  -Aquasana Customer Support 

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 3 water filter systems from Aquasana in the last year. At this time I am attempting to return a CLARYUM COUNTERTOP (AQ-4000)order #**********.While I am awaiting a response, I am not confident Aquasana will respond. I have emailed ********************************** several times with 0 response. My last contact with Aquasana was by phone on 4/24/23. This is the date I realized this company had multiple "WATER FOR LIFE" duplicate accounts under my name, charging my Discover CC without my knowledge. My phone conversation revealed Aquasana had 5 "WFL" subscriptions open under my name and CC. I was shocked to learn this and closed all 5 subscriptions. The subscriptions were duplicated 2-3 times, charging for these duplicate filters. WFL Subscriptions:40398693 = 2 clean water machine filter 2 packs $101.98 ******** = 3 clean water machine filter 2 packs $152.97 ******** = 2 shower filters $101.98 ******** = 3 shower filters $152.97 ********= 2 (AQ-4035) filters $101.98 This totals $611.88!!It was obviously a tense phone call, but the explanations Aquasana gave for this situation didn't make sense. After some time I realized I was being mislead by the employee and proceeded to cancel all subscriptions, although this option was never offered. I still have no idea how Aquasana duplicated multiple subscriptions, which is why I don't believe the company is operating ethically. Completely ignoring my emails also suggests Aquasana is not operating responsibly, or perhaps even legally. I am also awaiting my next CC bill, to see what was actually charged. As of now, I only want to return the machine I purchased on 4/20/23.

  Business response

  05/10/2023

  Hello ******,
  Upon reviewing the recent case, we see that the representative did try to explain the charges very clearly and concisely while on the call as we understand the frustration that *** have occurred upon seeing the charges. The representative also tried to offer different options of resolution but these were declined and we cancelled all benefits moving forward as requested.However, as explained on the phone call, the error was not due to any adjustments Aquasana made to the account. Each Water for Life benefit was enrolled for by you online. Benefit #******** was enrolled for on October 9th of 2022 and the first shipment was scheduled to process on April 11th. The total amount charged for this shipment was $54.69 and it was for one set of Clean Water Machine filters. Benefit #******** was enrolled for in on October 22nd of 2022 and the first shipment was scheduled for April 20th. The total amount charged was $54.69 and this was for the shower filter. On March 18th of this year, before your scheduled shipments were due to process, you placed an order for a new set of Clean Water Machine filters online as well as a shower filter and chose the Water for Life option again so that is why benefits #******** and #******** were created. We were able to cancel these before any shipments went out. On April 21st, you placed an order for a Claryum Countertop system and also chose the Water for Life option so that is why benefit #******** was created which we also cancelled. In the call, you stated that Aquasana should not allow customers to make multiple Water for Life benefits but some customers purchase multiple systems and enroll for multiple Water for Life benefits to fit their needs. There is no way for Aquasana to know what should and should not be enrolled for and this is why we allow the option to enroll for yourself online. Should you ever wish to purchase from ** in the future, we highly recommend reviewing the options and choosing the option that is right for you to avoid this happening again. 
  
  Upon further review, we only found one email from you that was received on the 5th and we responded on the 8th with the Return Authorization Code for the system. We did not find any further emails that were not responded to as stated in your complaint. Once the system is returned to our facility, the refund will be processed. If you have any further questions or concerns, please do not hesitate to let ** know.

  -Aquasana Customer Support

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a whole house system 2 to 3 years ago The water pressure has continued to go lower and the person that they recommended has serviced thr system every 6 to 12 months changing out the filter. He recently did it and said they should replace the Descaler. Aquasana wants us to disconnect these big heavy canisters and bring it outside and show them the water pressure. The service person said thats ridiculous and they should just be replacing it. We are no equipped to be doing this and Ive already paid for a service call on this. I have continued to email them and they will not answer. Their customer service is horrendous. I am Willing to pay the shipping and they should stand by their products. And answer.

  Business response

  05/01/2023

  Hello *****,

  We apologize for the issues you have experienced with your system. We do request some troubleshooting prior to sending out replacements so that we can ensure we are sending the exact part needed. Upon reviewing your account, we see that a representative was able to assist in getting this taken care of and the order was placed for only the cost of shipping. Please let us know if there is anything else we can assist you with further. 

  -Aquasana Customer Support

  Customer response

  05/01/2023

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Returned table top water filter. Aquasana acknowledged they received it and issued a return number on 3/15/23. Spent $40 sending it via **** It didnt work at all. Got a notice I would get my 280+ refund in 5-7 business days. It has been 11 business days. Sent another email. Got the same rote email saying 5-7 business days from the new date I sent that email! Order # ******** is my order #. They have had my money long enough and I want the refund now.Thank you

  Business response

  03/30/2023

  Hello *******,

  According to the notes on your account, we did attempt to troubleshoot the issues you were experiencing as we would have been more than happy to replace the system under warranty had we deemed it was defective however this offer was declined and you requested a Return Authorization Code, per our return policy we do not cover the return shipping costs. We apologize for the delay in getting the refund processed. We see that the refund has been processed successfully on the 27th and we have also provided the transaction ID via email so that you may contact your bank and verify that it has been processed. It may take between 3-5 business days for the funds to be reflected into your account. If you do not receive the funds within this time frame, please provide the transaction ID to your bank for further investigation. If you have any further questions or concerns, please let us know. 

  -Aquasana Customer Support

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have purchased four four *********** Machines, two for my son and two for myself. His first one leaked and his second one leaked. My first one leaked and now my second one is leaking. Thats a lot of money spent for a product the company no longer manufactures, probably because of this problem.

  Business response

  03/18/2023

  Hello ******,

  We apologize for the issues you encountered with our systems. Upon reviewing your account, we did only find the one purchase through ** in 2019 and these systems do have a one year warranty. However, we were not contacted regarding any issues with your system or see that you were a part of our Water for Life program. We have reached out by phone and have offered a 50% discount on our new system as a courtesy which was declined. We highly encourage you to reach out to us as soon as possible if you ever encounter an issue with our systems as we are always more than happy to help! If there is anything else we can further assist you with, please do not hesitate to let us know!

  -Aquasana Customer Support

  Customer response

  03/20/2023

  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.
  
  The discount offered was the same price I could buy the new machine elsewhere. Since the one time I did purchase the machine from aquasana, it cost me $40 to return it, the other three units were purchased elsewhere and were returned with no cost to me.  That is the reason I turned down their offer. 
  
  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. ↩