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ComplaintsforAquasana, Inc.
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Complaint Details
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Initial Complaint
09/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The whole house system was ordered two years ago but still inside the range of warranty. The housing started to leak after changed the filter. We took the leaking video and addressed the issue to the customer service and they said it was the o-ring problem. They sent us a set of o-ring with a plastic wrench. We installed the new o-ring by following their instruction. The leaking problem looks like was solved, at least not leak in the first half hour. Then the next day, we found out the half of the floor was flood and the post-filter house was leaking from the exactly the same place that our video caught with dripping leak. They refused to replace the post-filter house only with an excuse that it is not available, which they are still selling on their website. They refused to return any of their product, includinthe un-opened filters I ordered for two years. They only provide an option to replace the whole house system with my own budget, which is another couple thousands dollar.Business response
11/02/2021
Hello *** ****,
We appreciate you taking the time to share your concerns! Please note - Aquasana honors 90 calendar days to return a product, which begins on the day your order is placed.
For more details on our returns process please visit:
https://www.*************************************
Although the installation kit parts are no longer available under warranty, you are eligible for our Water for Life Program, which includes the following benefit:
Extended Warranty: Receive a complimentary extended warranty on your filtration system that includes free replacement parts—just in case.
As a Water for Life member, your unit is covered under warranty. We just ask that you pay a small shipping fee. If you would like to join the Water for Life Program for the extended warranty, you may contact us directly at ***-***-**** Option 1, Monday thru Friday from 8 am-5 pm CST. You may also contact us directly at [email protected] for further guidance.
-Aquasana Customer Support
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Customer Complaints Summary
55 total complaints in the last 3 years.
14 complaints closed in the last 12 months.