Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sunday May 26 2024, my Aquasana brand water filter had one of the housing canisters burst sending water through kitchen cabinets onto the kitchen floor and below to the finished basement. I purchased a dehumidifier and a box fan. The damage was water in the kitchen cabinets, the floor under the cabinets, and the finished basement below (ceiling, recessed lights, carpeting and behind drywall/baseboards). I was concerned about mold forming. I began running the purchased fans and dehumidifier in all areas to remove moisture. On May 28, 2024 I contacted Aquasana to open a claim. 190372759-001 * ****** * ****************************** (**) * Active * *****, **** ] * 05/26/2024.The claim is now being handled by;Broadspire ********************** *********** Branch P.O. Box ***** Lexington, KY ********** phone: ************** fax: ************** email: ********************************** and ************************************************** A few days later, I contacted a restoration company to look at the water damage. They suggested to run commercial dehumidifiers and fans to extract the moisture and to avoid any possible mold issues at a cost of $750. I completed the claim form as requested by **********, sent several pictures of the damage, and copy of receipts At their request I sent them a picture showing my water pressure test being in an acceptable range. I also shipped them the housing canister that cracked/burst for their analysis. I am asking to be reimbursed $1,000, $750 for the restoration service and for $250 for the dehumidifier and box fan I purchased. I email them and keep getting the same answers it takes time to review the claim or we are checking with the client. My last two emails have gone unanswered. I feel I have gave ample to come to a conclusion. In my opinion, there was a defect in the housing canister that burst and they are responsible to pay for my expenses for water removal.

  Business response

  01/31/2025

  Hello ****, 

  We truly apologize for the frustration and inconvenience you've experienced regarding the damage to your home. We understand how distressing this situation must be for you, especially with the lack of communication from our claims department.
  

  Please know that we take this matter very seriously. Weve already reached out to our claims department directly on your behalf to ensure that your case is being prioritized and to obtain an update on the status of your claim. We are doing everything we can to expedite the process, and we will make sure to keep you informed as soon as we receive any updates.
  

  We deeply regret the impact this has had on you and your home, and we truly appreciate your patience as we work to resolve this. Should you have any additional concerns or need further assistance, please do not hesitate to reach out directly. We are here to help.
  Thank you for bringing this to our attention, and once again, we sincerely apologize for the inconvenience.
  

  Kind regards,

  Aquasana Customer Support

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi,I was trying to order a product, and they have a promotion going on for 60%(Thanksgiving and Christmas) + additional other(10%) while using the website. Their website was not working, so I called them and asked them if they could give me an additional discount. They said that after you place the order, you can reach us.They said they had a 50% discount going on so we can't offer more.Please help me here.Thanks,******* *****

  Business response

  01/23/2025

  Hello *******,

  We are sorry to hear the issues you have encountered with Aquasana. Upon reviewing your account, it appears a **************** Representative is in contact with you. We have already processed you a $10 credit for the inconvenience you have encountered. Please continue to communicate with us through email. We look forward to assisting you. 

  Thank you, 

  Aquasana Customer Team

  Customer response

  01/23/2025

  Complaint: 22839024
  
  I am rejecting this response because:  Because Aquasana was offering 60% and vendor/Partner was offering additional 10% discount via online. I was unable to order online because Aquasana Payment Gateway was down so still expecting 10% refund.  
  
  Regards,
  
  ******* *****

  Business response

  01/24/2025

  Hello! 

  We understand your frustration regarding the discount offered by another company, and we truly regret that we are unable to extend the same offer to you at this time. We operate within specific pricing guidelines that may differ from other companies promotions, and as such, we arent able to match or uphold the discount theyve provided. Please continue to communicate with us through email with any other questions or concerns. 

  Thank you,

  Aquasana Customer Service 

  Customer response

  01/24/2025

  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. this issue was  due to Aquasana website and same has been confirmed in attached email as well that Aquasana website was not working. Nothing wrong with another vendor.

  This is only the issue from AQUASANA side so it should covered by Aquasana.

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

  Customer response

  01/24/2025

  Complaint: 22839024
  
  I am rejecting this response because: this issue was  due to Aquasana website and same has been confirmed in attached email as well that Aquasana website was not working. Nothing wrong with another vendor.
  This is only the issue from AQUASANA side so it should covered by Aquasana.
  
  Regards,
  
  ******* *****

  Business response

  01/28/2025

  Hello *******,

  As a one time courtesy, we will allow the 10% cash back. Please understand, this is not a promotion Aquasana offers. If for some reason this was to happen again, we would not be able to offer the same generosity. The credit has been issues, please let us know if you have any other questions or concerns. 

  Thank you,

   Aquasana Customer Support

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried cancelling a subscription today which company cancelled however they said the order was being processed today and they cant cancel shipment. I received zero notification - which they confirmed they dont notify customers until item is shipped (which you then cant cancel either). They claimed my item didnt ship yet just processed. I said its been less than 6 months from last one and I dont want it. Company claims cancellation to subscription is at any time. It is less than time from last order 7/21/24. Said they can only have me return item and pay to ship it back when it gets here. Unethical business practices that they dont notify customers when order is placed or when card is being charged and then tell customers they cant cancel order even though it didnt ship.

  Business response

  01/17/2025

  Thank you for reaching out! We are sorry to hear about the issues you have encountered with us. We have reached out to you and informed you of our next steps. We are approving a full refund of the most recent order. We ask you allow 5-7 business days to receive the credit. Please feel free to reach out to us at ************, option 1 for any further assistants. 

  -Aquasana Customer Support

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January of this year I purchase a salt-free home water conditioner from Aquasana, on the premise that this unit would prevent scale build-up in appliances and on dishes and etc. My understanding from their description of the product is that this unit chemically nullifies minerals in the water and prevents their build-up on surfaces.Initially, there were problems with faulty fittings. This was quickly rectified by Aquasana shipping me replacements ******** the months that have past since the installation (unit was commissioned in March) it has become quite apparent that the unit is not effective. When the unit was installed I thoroughly cleaned plates, faucets and appliances with cleaners intended to remove deposits and ensured that everything was tip-top as I move into my new "scale free" life. The scaling has returned, and it's to such an extent that I suspect the unit is wholly ************** pursuit of the nature of the problem I had the hardness of my water tested. I presume that the technology that neutralizes the minerals would also make them non-reactive to a hardness test. The test showed 18 grains, which is typical of the area I live in. It makes sense to me that this is further proof of the units inefficacy.Recently, I reached out to Aquasana to seek a resolution. They initially responded to say that the hardness test did not prove inadequacy, but my reply to that to seek clarification of the technology or a resolution of some kind (sent on Nov 30) received no response. This unit cost me $800 USD (I live in ******) and then shipping and customs increased the price an estimated $300.

  Business response

  12/18/2024

  Good Morning ****,

  We do apologize for the delayed update. The Whole Home Salt Free Conditioner is designed to break down minerals to protect your internal plumbing. When it comes to reducing minerals we would recommend to install a Softener. We will ensure we have a Whole Home Representative reach out to you to further assist you. They should reach out to you today or tomorrow. Is there a day or time that works best? Please let us know. 

  Best regards,

  Aquasana Customer Support 

  Customer response

  12/19/2024

  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.
  

  Added remarks:

  I am greatfull for Aquasana's efforts to reach out to me and extend me a refund. While I was on the phone, I suggested that the limitations of the device be more clear on the website. I do not feel that these limitations are clear and I think the consumer would benefit from more clarity in this regard.
  

  
  Regards,
  
  **** *****

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Returned product and business received return. Business sent me an email confirming return and promising a deposit into the card I used to pay for item. Told me 5 to 7 days and now they are telling me 15 days. 10 business days have already passed.

  Business response

  12/05/2024

  Hello ******,

  We are very sorry to hear about the issues you have encountered with our company. Upon reviewing you account, it does appear there was an issue on our end processing the credit, which has since been resolved. Your credit should be available soon. It does appear a Representative from our company has contacted you recently to confirm the Transaction ID with you. Once again, we do apologize for any inconvenience you have experienced. Please let us know if you have any other questions or concerns.  

  Thank you,

  Aquasana Customer Support

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a whole home water system about one year ago and, we have had consistent problems with the iron filter ever since. We were sold this system and promised that it would filter out our iron. The first month the iron was filtered out. When I replaced the filter during the recommended time, the filter was red with the iron it had filtered out. Now, all subsequent filters when I go to replace them are bright white as if it is not filtering any iron at all. And in fact it is not filtering out any iron. I have done water tests and everything we own is stained red with the iron. Our tile, towels, clothes, dishes, my hair even, are all stained red from the high iron. I have reached out to ******* in the past about the defective iron filter and the best they could do was send me a free one but I had to pay for expensive shipping. I did that the first time hoping it was just one defective filter. But now every subsequent filter has also been defective. We are at a loss for what to do. We spent thousands on this system and everything in our home that water touches is being destroyed. Also, we are sure that the water is passing through the filter. Our other filters show discoloration from use and we have verified that water is flowing through the system. The iron filters simply do nothing.

  Business response

  11/19/2024

  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, 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

  11/19/2024

  Complaint: 22574297
  
  I am rejecting this response because:

   

  I have already called to discuss the issue numerous times. The only option given is to buy more iron filters. I was sold on the claim that the iron filter needs replaced every six months. While on the phone with Aquasana told me that another customer replaced his iron filters every week! Every week versus every six months for these not cheap iron filters is a massive difference and fraudulent advertising. Plus, even if I replaced them every week they still do not filter out any iron. I know this because whenever I replace the iron filter, the very same day, the iron is still present in the water on a brand new filter. 
  
  Regards,
  
  ****** ********

  Business response

  11/22/2024

  Hello Jordyn, 

  Upon reviewing your account, our team did try to contact you on Nov. 20th in order to come to a resolution on the issue you have been experiencing. Can you please let us know at good time/phone number to reach out to you so we are be able to assist you with resolving this issue? We appreciate your patience with us through this process. 

  -Aquasana Customer Support 

  Customer response

  12/02/2024

  Complaint: 22574297
  
  I am rejecting this response because:

  I received an email communication with a potential resolution which I accepted via email back within the 24 hour timeframe. However, that was almost a week ago, and I have not heard back regarding the agreement that we discussed over email. Once I receive the agreed upon refund, I will accept the response and close the case. As of now, I have not received a refund of any kind. 

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

  Business response

  12/02/2024

  Hello Jordyn,

  Upon reviewing your account, your refund was processed on November 29th and successfully settled on November 30th. It can take 5-7 business days to see the credit reflect back into the account once it has been initiated. The Transaction ID for your refund is ***********.We recommend contacting your bank for further assistants, if you still have not received your refund by the 7th business day. Please let us know if you have any other questions or concerns. 

  -Aquasana Customer Support 

  Customer response

  12/02/2024

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

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing in regards to detected high levels of nitrates and nitrites in my filtered water. Here are more details:I bought Aquasana Claryum 3 stage system and installed it in the end of 2023. I replaced the filters in June of 2024. Since I have a fish tank and decided to test tap water from my faucet and my filtered water to see the differences in hardness and PH for fish keeping purposes. Because of that pure coincidence I discovered that the filtered water is poisoning my family.After the test, I was shocked to see these results:Filtered Tap Water (Claryum 3-stage) - Nitrates ~ around 40 ppm, Nitrite ~ 4 ppm Tap Water (unfiltered) - 0ppm Nitrates , 0ppm Nitrites.Ammonia levels were 0ppm both in filtered and unfiltered water. (separate test)I repeated the test 3 more times to make sure I got it right. I use multi-test strips from Aquarium Coop. I have successfully used around 300 strips from that brand to keep my aquarium plants, shrimp, snails and fish safe and healthy, so I trust their accuracy.I contacted Aquasana support and they are saying that those Nitrites and Nitrates are coming from the Irivine water according to the water quality report. I say that that is not true and regardless of the level of nitrates and nitrites in the tap water, aquasana's filtration system is elevating these levels multitple times to unhealthy levels. ***'s maximum level for Nitrates is 10ppm (my level is 40ppm), and max level for Nitrites is 1ppm (my level is 4ppm).My family is currently not using the filtered water and have to buy bottled water until we get to the bottom of the problem.Aquasana is refusing to do anything. I would like Aquasana to pay for testing my water and find out what is causing their filtration system to elevate nitrite/nitrate levels. Also, to pay for the water I have to buy from the store because of their system failure.

  Business response

  11/20/2024

  Hello *****,

  We understand how frustrating this must be. Upon looking into your account this issue has been escalated to a supervisor, currently we are awaiting the supervisors response. They should be reaching out to you with an update on the issue. We appreciate your patience with us during this time. 
  
  -Aquasana Customer Support

• Initial Complaint

  10/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a point of use reverse osmosis system with a "remineralizer". My children were complaining the water tastes like metal. Upon calling customer service, I was informed that the "remineralizer" only has calcium in it. The company has removed the other minerals from the remineralizer but is still advertising it on website as added "minerals". My son's recent blood test showed high calcium levels which we now suspect the water is the reason. There are likely other consumers who may. be experiending high calcium levels and not knowing the cause. Aquasana is making false claims on their website. This should be remedied immediately.

  Business response

  10/21/2024

  Dear *****, 

  We understand how frustrating this must be. Upon looking into your account this issue has been escalated to a supervisor, currently we are awaiting the supervisors response. They should be reaching out to you with an update on the issue. We appreciate your patience with us during this time. 
  

  -Aquasana Customer Support

  Customer response

  10/21/2024

  Complaint: 22447906
  
  I am rejecting this response because:

  I have not heard back from Aquasana and will keep the complaint open until an acceptable explanation and remedy is provided.
  
  Regards,
  
  ***** *******

  Business response

  10/25/2024

  Good Morning *****. Upon reviewing your account, an investigation was in progress before a solution was able to be received. We see a solution has been provided. Please let us know if you have any further questions or concerns.

  Customer response

  10/25/2024

  Complaint: 22447906
  
  I am rejecting this response because: Aquasana has not addressed the issue of false adverstising with other consumers. I worry for others who are not aware they are just consuming high amounts of calcium which could be causing causing hypercalcemia. There has been no explanation as to why they removed other minerals nor an acceptable explanation as to why the water tastes like metal. The explanation that other contaminants are making it through the ** system is not acceptable as the purpose of the ** system is to remove contaminants. I have not received communication from higher *** to explain the issues. It appears they are just looking to refund me without addressing the issues for other consumers.
  
  Regards,
  
  ***** *******

  Business response

  10/26/2024

  Hello *****,

  We appreciate your feedback. We have given this feedback to higher **** and they have reached out to you. While we are still awaiting an update from our Product and Engineering team, we have begun your refund. Once we get more insight from our team, we do plan to update you. In the meantime, you have been refunded and asked to submit plumber invoice of installment to be considered for reimbursement. We understand this is a frustrating time and are working urgently to provide you with an update. Thank you again for you patience through this, please feel free to reach out to us at ************, option 1 for any other needs in the meantime. 

  Best Regards,

  Aquasana Customer Support

• 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 

*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. ↩