ComplaintsforAquasana, Inc.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased item for newly renovated home.Order No: ********** Order Date: 02/07/2022 *********** installed the filtration system on 5/12 and was testing it when water started leaking from a hole in the housing unit where the filters are attached. (See photo). The water ended up in the undersink cupboard and new wooden floor.I immediately called Aquasana Customer Support and the (Alexandria) the support person said, "Oh, the automatic shut off valve isn't working." She tried to offer a replacement, which I refused saying that I am no longer confident in the product installed in our newly renovated home and needed to be refunded. They now insist that I pay for shipping the item back to them and insuring it. The item is 30 x 50 x **** inches (LxWxH) and weighs 12.4lbs.Why should I pay to return a faulty item? I'm already paying for the services of the plumber with nothing to show for it.

  Business response

  05/18/2022

  Hello *******,

   

  As we spoke yesterday, we have issued the complete refund for the Reverse Osmosis unit. Please allow 5-7 business days for it to reflect. If you have any questions or concerns, please do not hesitate to reach out to our *************************** directly at ************ Monday thru Friday 8am -5pm. 

   

  - Aquasana Customer Support

  Customer response

  05/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and include direct correspondence from them stating that I do not need to return the faulty filter system. 
  
  From: Aquasana Support <**********************************>
  Date: Tue, May 17, 2022, 7:00 PM
  Subject: Aquasana Response
  To: ************************ <************************>
  
  Good Evening ******* *******************,
  
  Thank you for taking my call today. As promised I have issued the full refund for the unit and it should process back to the card we have on file ending in **** within the next 5-7 business days. Since the refund has been issued, there is no need to return the unit. If you have any questions, please do not hesitate to reach out.
  
  
  Best Regards,
  
  Aquasana Customer Support
  p: ************, Option 1
  a: ******************************************************* 76117
  
  I find that this resolution is satisfactory to me.
  
  Thank you for intervening on my behalf.
  
  Regards,
  
  ******* *******************

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction 04/30/2021 received item on 05/04/2021 Cost was $3,492.15 Purchased this whole home double manifold system for our new house because we have hard well water and we were looking for a solution. Spoke to several people via internet and phone and always received the same answer that by purchasing this particular system it would help me with my hard water situation. I also know the same information is still being given to people at this time. Our house was completed in December of 2021 and had the system installed. Since that time our water is still hard and is corroding all of our fixtures. I have called Aquasana about the false claims since it is not helping our hard water and now, they deny saying it would help with the hard water and that the system is a water conditioner and keeps build up out of the pipes. I don't understand how they can claim this either, if it can't keep build up off my fixtures how is it keeping it out of my pipes. This is easy to claim because the only way to verify would be to cut open the pipes which people don't do unless they have a leak or problem. I have tried to get some help from them but now that they sold me the system they don't care. I think they are lying to people and making false claims and not standing behind the product.

  Business response

  04/28/2022

  Hello ******,

   

  We are sorry to hear that you are have experienced these issues. We show that you have spoken with our director and a refund has been issued for the conditioners. Please allow 5-7 business days for it to reflect. If you have any other questions or concerns please contact us directly at ************ we are open M-F 8am - 5pm CST.

  -Aquasana Customer Support 

  Customer response

  05/04/2022

  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

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After I received my first aquasana filter in April 2021, it was clear it wasnt compatible with my sink. I emailed to cancel my subscription. Heard nothing back. Then I was charged $55 and sent an email that my refill was on the way 6 months later in September. I emailed to cancel again and heard nothing back. This week I was charged another $55 and sent an email letting me know my order was on the way. I emailed and actually got a reply! It included a customer service number. I called and was told by a customer service rep that in order to receive a refund I would be required to return the item physically and cover shipping costs myself. As mentioned, this is for something I attempted to cancel in September 2021 but was ignored (via email). Please help me get my money back and not have to deal with a return for something I never ordered. Thank you.

  Business response

  03/17/2022

  Hello *********,
  
  
  Thank you for taking the time to share your concern.  We are sorry to hear that the water filter did not work out for you and that your Water for Life Benefit was not cancelled at the time of your request. In reviewing your information, I was not able to locate the communication for the cancel request. We have emailed you requesting additional information and have not received a response. We would love to get this issue resolved for you as soon as possible!
  
  
   -Aquasana Customer Support 
  
  

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two products on 12/22/21. One of those products is a whole house filter (purchased for $894). My plumber tells me there is no way to install the product and it won't do what it would need to do anyway. Aquasana has a 90 day return policy. In order to make a return, they demand that you obtain a "return authorization code" from them. They ask you to either e-mail them or call them. Their policy says they will not accept a return with the code.I have e-mailed the support address twice and received no response other than an automated message telling me that the e-mail was received. Today, I called the support line on the phone. After a brief discussion, the support person disconnected the line. It is obvious that Aquasana has a business practice of making it difficult for people to return their products. I am an attorney and will be tracking my time on this in case litigation becomes necessary. It is likely cause for a class action that has impacted many many other customers.I can return the product if they will provide the code, but the 90 days is coming up now. I need a refund of $894.

  Business response

  03/02/2022

  Good Afternoon ******,
  
  Thank you for reaching out and bringing this to our attention! We are sorry to hear that you were not provided the Return Authorization upon your initial request and have had a less than stellar experience. We have brought this to our return specialist and you should now have your Return Authorization to return the tank and receive your refund. 
  
  Thank you, 
  
  Aquasana Customer Support

  Customer response

  04/04/2022

  Complaint: 16821955
  
  I am rejecting this response because:

  I need to re-open this complaint. The company finally gave me the info I needed to mail my return, but now they have not issued a refund. The item arrived at their facility last week. Zero communication from Aquasana.

  Regards,
  
  *************************

  Business response

  04/08/2022

  Hello ******,

   

  We apologize that you have not received the refund. It is normally an automatic process, once we receive the product back the refund is typically issued. We have researched the error that occurred and reprocessed the request. Please allow 5-7 business days for the refund to show. 

   

  - Aquasana Customer Support 

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last April I purchased $250 worth of products from Aquasana. Within the first six months of owning these products the quality declined tremendously to the point where they were unusable. The water pitcher filter I bought leaks out almost half of the entirety of the contents during the filtration and the shower filters with handheld wands dont offer anything more than a single line of water dumping out onto the top of your head. Upon emailing for help the first time when I changed out the initial filter the pitcher came with (light remained red even after the new filter was installed) I was given halfassed directions that told me to unplug the machine and to turn it on without telling me to plug it in and for me to remove the lid and no instructions to place the lid back so that resulted in the entirety of the contents of the pitcher to spill out over my entire counter. Therefore, when the problems only worsened and the products became unsatisfactory, I reached out for a refund. Spent way too much money on these products for them to be functioning this poorly. What was Aquasanas response? They told me they offer full or partial refunds for the first 90 days and that I was no longer eligible. Makes perfect sense since they know theyre selling s*** products. So, I posted reviews everywhere I could and a video to ******* showing people how awful their products are and sure enough the next day I was emailed and assured I would receive a full refund for the initial purchase of the products. The email stated it would take ***** days. Yesterday on day 11 I emailed and requested an update as to where my refund was at. They ignored me. I emailed again today. They ignored me. I have looked up other peoples reviews and it seems extremely clear to me that this company that has supposedly been in service for 20+ years is selling s*** products at prices they know theyre not worth and lying about giving refunds. I will be doing everything I can to make sure this company pays.

  Business response

  02/25/2022

  Hello *******,

   

  Thank you for bringing this to our attention. We apologize our level of service did not meet your expectations, and we appreciate you taking the time to share your concerns! Our goal is to provide an exemplary level of customer service. After reviewing your case, we are happy to confirm that the refund has processed. Again, our apologies for any inconvenience this may have caused!
  

  
  If you have any remaining questions or concerns, you may contact us directly at ************, Monday thru Friday from 8 am-5 pm CST. You may also reach our team members directly at **********************************.
  
  -Aquasana Customer Support 

• Initial Complaint

  01/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I spoke to an Aquasana salesman, *****************************, in November and he explained the whole house water systems and options to me. I also relied, in good faith, on their website and the specifications of their water filter products. I ordered online over Thanksgiving weekend. They shipped the product to me a short time after that.Currently the product is still in the sealed box, unopened. I spoke with a plumber and other experts in my *************************. It turns out their water "conditioner" can't perform the tasks that ***************************** and the website imply that it does. It will not remove enough minerals to reduce the staining, scaling etc. that comes with hard water. I was led to believe otherwise: that their system would be sufficient to save my appliances, pipes, etc. from the minerals. This was both from their sales info on their site and several reps that I spoke to after *******. It was only after I spoke to "*****" in returns that she told me the 'insider' truth about their product. That, if I my hard water is above a certain level, their system is not appropriate for my home -- that I needed a real water softener -- which their system is NOT. On 1/6/21, ***** said that she could send me return labels to return the unopened product and it would cost me less than $100 -- that Aquasana would provide the mailing labels at their corporate shipping rate.Later on 1/12/21 I receive an email that *I* am responsible for the return shipping at retail pricing. That is going to cost me several hundred more than she promised. I don't see how I should pay *any* of the return shipping. The product is unopened. I was misled about what the system could do -- by their reps and their website. If they know that their system is only good up to a certain hardness level, they should advertise that on their website in plain sight. I had to learn from the shipping department returns manager (ie not the sales team or their site) about it.

  Business response

  01/27/2022

  Hello ********,
  
  Thank you for taking the time to share your concern. We have transferred this case to the returns specialist where return labels were issued. If there is anything else, please let us know how we can assist by contacting us directly at ************, Monday thru Friday from 8 am-6 pm CST.
  
  Aquasana Customer Support 
  
  Tell us why here...

  Customer response

  01/27/2022

  Complaint: 16463403
  
  I am asking for the case to remain OPEN at this time because:  I have returned the items.  I would like this case to remain OPEN, until I receive confirmation they have received and accepted my return and confirmation they have issued the refund.  According to *** tracking, the items (3 of them) should be delivered today.  Please keep the case open until "*****" at the company confirms their acceptance of the 3 items sent and authorization of the refund.
  
  Regards,
  
  ***********************************

  Business response

  01/31/2022

  ********,

   

  Thank you for bringing this to our attention. After reviewing your account, we have confirmed a full refund as of January 27th for your recently returned items. Your case has been successfully closed. If you have any questions or concerns, you may also contact us directly at ************, Monday thru Friday from 8 am-5 pm CST.

   

  -Aquasana Customer Support

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spent $1500 on a system, never installed the system and returned the product when we realized our well water problem didn't require a new system to correct the issue. Product was returned within the return window and we had to pay $273.28 to insure the package.According to my *** tracking, Aquasana received the product on October 8, 2021.It's January 11th, my card still hasn't been refunded and everytime I call to see what the hold up is they have an excuse "We didn't have a card on file to process the refund." "The refund didn't get pushed through"Terrible customer service. They're quick to take your money but can't be bothered to refund you.

  Business response

  01/12/2022

  Hello Kaylee,

   

  Thank you for bringing this to our attention. We apologize our level of service did not meet your expectations, and we appreciate you taking the time to share your concerns! Our goal is to provide an exemplary level of customer service. After reviewing your case, we are happy to confirm that the refund is currently in process. Again, our apologies for any inconvenience this may have caused!

   

  If you have any remaining questions or concerns, you may contact us directly at ************, Monday thru Friday from 8 am-5 pm CST. You may also reach our team members directly at **********************************.

   

  -Aquasana Customer Support 

   

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  About 1 year ago we bought the Whole House Well Water Filter system 'Rhino Well Water with UV' on Aquasana.com. We hired professional plumber to install it. The system worked well for about 5 months. After that, the water was not clear anymore, had a bad taste and smell. We contacted Aquasana customer service and were advised that this system was not designed to work with well water containing any traced amount of iron. We tested our well water before the filter system and iron amount was less than 0.5 ppm. We did not see anywhere in the description that system would not work if well water has even low amount of iron. This system was advertised as a complete solution for well water to get "Clean, healthy water throughout your home", "Enjoy healthy, great-tasting, and odor-free water from every tap" for 5 years or ******* gallons. Aquasana refused to offer us any solution under 5 year warranty. As iron in well water being known and common issue, we consider this advertisement to be misleading.

  Business response

  01/04/2022

  Hello Simon,

  
  Thank you for taking the time to share your concern. The Well Water System was designed to help protect your water from bacteria, viruses and other contaminants commonly found in well water. Unfortunately, the Well Water System will not help decrease iron levels in the drinking water.  Its important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately. 

   

  We have transferred this case to the appropriate team for further assistance and we will take the next steps to discuss your warranty options. You should expect to receive a phone call within the following 24 - 48 hours. If this does not happen, please contact us directly at ************, Monday thru Friday from 8 am-5 pm CST.

   

  -Aquasana Customer Support 

  Customer response

  01/06/2022

  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

  10/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I receive shower filter replacements every 6 months. I changed my account address a month ago anticipating the next delivery would come to the correct address. They shopped the filter to my old address anyway and now, will not respond to my email requests for a refund.

  Business response

  11/01/2021

  Hello ***********,

  
  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, contact us directly at ************, Monday thru Friday from 8 am-6 pm CST. We will work to provide a resolution soon!

  
  -Aquasana Customer Support 

*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. ↩