Complaints

• 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 

*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. ↩