35 Customer Reviews
Review from David H
1 star08/20/2024
I want to cancel my filter subscription, but I cannot cancel online and their customer service line is only open 8-5 M-F. For an unrelated fraud transaction, the credit card number associated with the Aquasana filter subscription was canceled, so I assumed that Aquasana could not charge me anymore--problem solved? Somehow Aquasana got my new credit card number without me giving it to them, and they continued charging my new credit card number. I called my bank and had Aquasana permanently blocked from my account.Do not purchase a subscription from Aquasana.
Aquasana, Inc. Response
08/22/2024
Hello *****, we are sincerely apologetic for the experience you had with us here at Aquasana. After looking into your account, we did discover that we were already in contact with you about cancelling the Water for Life subscription, which has since been cancelled. If youre open to discussing your experience further, please let us know a good time to reach out, 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 **********************************.Review from Lorraine S
5 stars07/16/2024
I have been using aquasana for several years now and i have had call to use their customer service a few times - each time it has gone well. E-mail can be difficult to contact them over, but their phone service was polite, quick, and fair.I have had one mistaken shipment in what i suspect is over a decade of patronizing the company, and they replaced it quickly. Replacement parts once or twice. Again, quickly replaced. I will continue to use this company.Review from Ben B
1 star06/25/2024
I already posted a review about the filter casing that broke and created a flood on the aquasana website after they have refused to answer my email with questions. But then they have the audacity to respond to my post saying please reach out because we want to make things right, etc. (just as I see them doing to these posts below). Yet when I email them as their own email requested saying if you are sincere then here I am to talk, they don't even respond. So I'll let their lack of sincerity speak for itself. It's just not the kind of company you want to work with or should support.Aquasana, Inc. Response
06/26/2024
Thank you for reaching out to us ***! Upon reviewing your account, we were in contact on June 10, 2024 via phone call. We've informed you about our policy concerning the replacement of housings every 5 years, as stated in the system's manual. Here is the link where you can locate this information: *******************************************************************************************************************************************************
To proceed with placing an order for the housings, we're waiting for your callback. If you have any additional questions or concerns or if you'd like to schedule a call to place the order, please let us know your availability with a good phone number and suitable time. We're eager to resolve this matter promptly for you.Review from John D
1 star06/21/2024
The WORST customer service. The sales agent stated she would stop my Water For Life program and credit my card for the automatic charge. A few days later I was charged $152 dollars and shipped new filters. Now it will require me to pay shipping to return the cancelled items. This a time share style program. Buyer Beware!Aquasana, Inc. Response
06/24/2024
Thank you for your review. We are sorry to hear about the experience you had with Aquasana. We want to apologize for the confusion. We have sent you an email letting you know our decision to credit you back and provide an label for the return of the filters. We hope this improves your experience. Please reach out if you have any other questions or concerns.Review from Mark B
1 star04/27/2024
If I could describe their customer service with one word it would be CREEPS.Aquasana, Inc. Response
04/30/2024
Oh no! It sounds like you did not have a great experience, we are so sorry to hear that. We would love to hear your feedback on how our service can be improved. We will have a member of our leadership team contact you to help bring a resolution to any issues or concerns you may have.Review from Amer A
1 star04/08/2024
They make it impossible to cancel their auto renewal subscription. This is a company that traps people and making it near impossible to cancel their auto renew subscriptions. Very frustrating and govt needs to investigate them.Aquasana, Inc. Response
04/10/2024
Hi ****! We are sorry to hear that your are experiencing difficulties canceling your Water for Life subscription. We have located your account and seen that you have already spoke with one of our agents and canceled your subscription. If you need any additional assistance, please do not hesitate to reach out to us at ************, option 1. We are open Monday-Friday 8am-5pm CST.
Review from Dale P
2 stars03/05/2024
The product itself works fine. My issue is more with the dark patterns this company employs to retain customers.They are entirely online. You subscribe online, you manage your payment method online. However to pause or cancel a subscription, they force you to call them knowing this friction makes it harder to do so.Review from Larry H
1 star02/04/2024
Have 3 stage filter and all the canisters leak. Cannot useAquasana, Inc. Response
02/06/2024
Hi! 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 feel free to reach out to us at ************, option 1 and we will work to provide a resolution soon. We are open Monday through Friday from 8am-6pm CST, or email us at **********************************.
Review from DAVID B
1 star01/20/2024
Am very frustrated that Aquasana has yet to process my refund. The system I purchased was far too large for my requirement and was returned to Aquasana in original packaging. Return code was # ********. I received email notice on 1-04-2024 that my refund of $1946.77 was being processed and should be received in 5-7 business days. After not seeing the refund in my credit card account on 1-17-2024 I called Cusomer Support and was told she would contact the "return deparment' and promissed a status call "by the end of the day". Nothing! Today is 1-20-2024 and still no return received and no response from Aquasana. Not happy.Aquasana, Inc. Response
01/22/2024
Thank you for bringing this to our attention and would love to resolve this issue as *** as possible. Upon reviewing your account, we do see that your refund did process successfully. If you are still having troubles receiving your refund, please contact us directly at ************ Option 1, Monday through Friday from 8 am-5:30 pm CST, or email us at **********************************.Review from Glen H
1 star01/12/2024
In short, they did not cancel my Water for Life subscription when I requested and they will not return my money.I bought a three-filter under sink system and love it. They talked me into a Water for Life subscription, which would save me 15%. After I moved, and more than six months BEFORE the next filters were due to ship, I cancelled the subscription because I did not want to have a lingering, loose-end subscription out there. I said I would restart it when I could use it again. They said okay, just let us know.Fast forward to Jan ****, and they charged me and set a shipment in motion. I DID NOT ORDER ANYTHING. They said my Water for Life subscription was active and they did not see that I had cancelled it. They would neither stop the shipment (which had not left yet) nor would they reverse the charge. They said that unless they can find a call from my phone number (I'd called from another phone, not the one on file) or notes in their system that I'd requested my subscription be cancelled, it would proceed. Basically, I an wrong unless I can prove myself right. Guilty until proven innocent.The customer service agent kept interrupting and talking over me and would not let me finish any sentence. She presumed to know what I was going to ask and proceeded with her answer, most of which were wrong. I tried talking over her like she was doing to me, but she started talking louder and more forcefully.I have disputed the charge with my bank and will have the charge reversed, but in the meantime they have stolen my money. If they ship the product to my old address, I will lose again because I am not there.Learn from my experience: do not sign up for their subscriptions. Ongoing charges that you can do nothing about is not worth the 15% discount.
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