, , , US
I've been loyal to Aquasana for close to 15 years now. Always had the countertop machine. First generation of these lasted me nearly 4 years and then started leaking heavily out of the rear base during use. Called customer service, and was told that they had never heard of such an issue, but they'd replace the unit for a shipping charge of something like $25 or $30 (can't recall exactly- it was the first time and nearly 15 years ago). Would take 2 weeks to arrive. OR, I could pay something like $60 and get it within a week. I paid. Less than a year later the replacement began leaking just like the first. Called again, and was a bit frustrated, so I pressed the rep on the causes of the problems. Was told that (and I'm paraphrasing here) they'd had reports recently about the change of quality of New York City's water supply, and that could be what was causing the trouble. Now, NYC has one of the cleanest and softest water supplies anywhere in the country, so hearing this blatant bullcrap got me pretty outraged. Sent another replacement (once again, I paid for shipping). The third one lasted 6 months. But this time, the rep told me that they had redesigned the machine, and all problems were solved. Sent me the new model, and it worked for a year before the leaking started. Replaced that (paid again!) and the 5th one lasted nearly 2 years before the inevitable. However, this time I couldn't get it replaced for 4 or 5 MONTHS, 'cause they had discontinued it and were working on the 3rd generation. I told the rep of my full history with Aquasana, and he expressed extreme surprise at one thing- "I'm amazed that your first machine lasted 4 years. I've never heard of any that even came close to that." He also disclosed that the reason they found for the leakage problems in the first 2 countertop models was that the filters were packed too tightly, and the resulting internal vacuum would inevitably crack the plastic housing (the entire machine is made of a molded plastic). But they had new filters designed for the new machine, and it should all be good to go when they were ready. "Be sure to check our website every month or two to see if it's available yet." What a company. WELL, eventually it came available, and they offered me the great deal of acquiring it for the discounted price of $99. Don't remember if they charged me shipping as well. Worked well for nearly a year before it suddenly stopped working entirely. Inert. Customer service ran through a whole flock of different routines to try to get it working, and after the 5th or 6th one (and close to an hour on the phone during) finally gave up and pronounced the machine defective. Another $50 or $60 charge later, I had a replacement, which has worked well for nearly a year. HOWEVER, now it has become extremely temperamental; half the time it works, and the other half, well, the light goes on, the motor kicks in, the standard noise and vibrations are fully present, BUT NO DAMN WATER IS BEING DRAWN THROUGH IT. Filter was just replaced, and there is ample clearance between the top of the filter and the spout, at least when I attach the filter to the top before inserting it into the machine. Of course, you need to press down on the lid in order to twist-lock it into position, so I can't be sure if the filter is pressing against the top of the lid and thereby closing off the space for water flow. OR, it could be a faulty pump in the unit. OR it could be something entirely different. Can't contact them on weekends or holidays, (which is generally when these problems first occur), and this IS getting pretty old by now. It's just that the end result water is so damn good and clean! Prior to this most recent occurrence, I closed on a new home, and purchased a whole house filter system. It's all still in the boxes, and I'm seriously considering simply returning them and finding some other company's product. This one is supposedly good for 10 years, which may, in Aquasana longevity, translate to a year and a half before the problems start. Seriously- couldn't they beg the help of a couple of genuine engineers from A O Smith (their parent company) to redesign their products to last longer than a couple of years before they're disposable?
Customer service is non existent. I was sent a defective filter and have been without clean water in my home for over a week. I had to go buy a zero water pitcher. They have not responded to any emails and I never got an answer. Unbelievable
After I wrote my review received a reply from aquasana and my daughter decided to call them. They had no intentions on finding a middle ground. The response time was just to show the public they are committed to customer but they aren't its just a ploy.
Worst customer service ever. This is the 2nd time I called for an order that was made to be delivered. Aqausana has no info on this order that was charged to my account, They kept on saying there is no record on this order until I went into my banking to prove them wrong, very confrontational on the phone and completely wrong info. I will NEVER purchase from the Again. Been a customer for 12 years, Terrible customer service, Then after you cancel the Water for Life, they still charge you for replacement filters that you don't need and do not refund the filters you do not need. That is stealing...BEWARE of the scam company.
Horrible company with terrible products. The triple stage under sink water filter leaks incessantly. Had to replace them twice in 2 years. Ruined our kitchen cabinets and floor. Please save yourself a lot of money and time and don’t do business with these scammers.
The system I purchased was great when it was new. After 1 year I wanted a replacement quartz sleeve for the UV system. They are not available on line. I also needed new polishing filters. When they arrived I noticed they went to a much larger minimums filtering size. 0.35um is now 20um. That is crazy. I am now looking for a new supplier for the filters and am replacing the UV system with one that has parts readily available. At the 5 year point, I will not even consider Aquasana as a supplier to replace my whole house system. And, the constant email about sales that are not really sales because they never end is annoying.
The cartridges that hold the filter leak. Water all over the kitchen. Was told by Aquasana that in fact they go bad. Did not order my under sink 2 stage system from them. I trust Amazon. But the replacement parts come from them only. Don't expect prompt attention by Aquasana. They take their time on sending out the replacement maybe hoping I'll by a whole new system. I am very disappointed with their CS. That is why I always shop with Amazon. But Amazon doesn't sell replacement parts for Aquasana. Just so you know.
We’ve used an aquasana Claryum filter system in our kitchen for about 3 years. It does a great job providing excellent drinking and cooking water quality. It’s eliminated the need for bottled water at home and all that plastic waste with it. When needed, Customer service has been friendly and helpful.
I have been a customer for years with aquasana. In the beginning,I had trouble with their clean water machine leaking. The company then was always willing to do the right thing. Now that my machine has been leaking AGAIN after having it for a little while, I call customer service. Instead of helping fix the issue that their machine is notorious for doing, they offer to send me a new one for a better price than on the internet. Only better by $10! REALLY! A loyal customer for years and only willing to help by selling me a new machine for $189! I'm disgusted. I was told if you have a water for life membership then they would always make sure to fix your machine free of cost. Their design is the reason why it's leaking, but want me to pay for another machine. I already paid over a $100 for this one that I have always had trouble out of it leaking. No thank you!!
I absolutely love aqua sana. Had such an amazing experience at their Sherwood Forest branch
I am a licensed Genera. Contractor in Arizona, California and Oregon. I have installed over 75-100 Aquasana systems over the years. I utilize a pre 20" filter, a descale, a Rino whole house stand up and then a post filter at >035 micron to catch any left over containments. I then instal a UV light to further this purity along as alot of customers are on wells and need this as they are fighting disease.ALL OF A SUDDEN, they send me a 20 micron filter,( which I tested at 100 microns), to take place of the .035 micron filter. I asked why didn't you ask your installers or dealers or someone as these customers rely heavily on the FILTER PACKAGE I INSTALLED. The person at aquasana said there lab said it was no longer needed and they deleted it..WHATTTTTTTTTTT???????. Did aquasana take it upon themselves to act as Doctor for all these poor folks whom rely on this filter to live and control existing disease? I know not! I am aghast at aquasabas attempt to save some moneyed put elderly clients at peril. They never gave any of my customers any type of notification of the change...NONE!! This amounts to shear negligence and shows everyone Aquasana and CEO Charles Strand are complicit. If you decide to go with Aquasana just beware
Good quality filters, but don't order directly or you'll grow old and possibly die waiting. I ordered a replacement shower filter crown a week ago. Apparently, they hand it to DHL COMMERCE, the slowest and cheapest shipping service there is. It THEN gets handed off to the US Postal Service. My call to customer service got me a girl who was very nice, but left me with a bad taste in my mouth about the company. She said it won't be shipped for a few more days and their 'processing' time was 5 to 7 business days. That's the time they take to ship your order out from the time you place it, then another 5 to 7 business days for USPS to get it here, 2-3 weeks total. They charged my card right away, something they should not have done until it actually ships. This is ridiculous. You're better off ordering their products from ebaY or Amazon if possible. I couldn't do that in this case since it's just a replacement part. Avoid ordering direct from this company! Update 5/31 Package finally showed up today! Aquasana did the right thing and refunded the shipping charge.
I buy replacement filters and they subscribe you. You call them and cancel? 6 months later and they hit your credit card again. You call them again and cancel the subscription. I just got round 4 over 2 years Its a scam and only way to get out of it is wait the card to expire
Disappointing!!! I bought the RO thinking I would stop buying bottles of water to preserve the environment. I ordered the RO because it specified on the website that I will need to change filters once every 6 months. I paid a good amount of money for the product and a plumber to install it. Two months later the RO stop working. I called customer service which I waited about an hour to get a Rep. The Rep had me try a few things but none were successful. He then told me that probably the water can had no pressure and that I need to check the pressure. I had to buy a tire pressure reader which showed that nothing was wrong with the pressure. I called again the next day and waited another 45 minutes to speak to a Rep which told me that I should switch the red and yellow filters and see if it is working after about 3 hours. It did not work so I called again waiting another hour for a Rep. This time the Rep asked me to check the red filter. The filter was dark brown and the Rep explained that because I live in NYC and there is lots of sediments in the water that I will need to replace the filters every 2-3 months instead of the 6 months that this company advertise. At this point, there was nothing I can do but continue the service. The Rep said that they will send me new filters ASAP. I have been waiting now for two weeks and have not received anything. Not only I did not have a good experience with the product, the customer service was not up to par. I regret that I did not researched more products before buying this one.
I have been an Aquasana customer for 15 years, upgrading my system regularly. Last week my under the counter filtration system started leaking. I called and was told that the system should be replaced every 5-7 years, and that they would send me a new system. The package arrived 10 days later with only some of the required parts. Now I am waiting, probably another 10 days, for the remaining parts. Aquasana is not a reliable service provider for their loyal customers. Why not send me what is needed the first time? Given the system failed, why not send a loyal customer the required parts via overnight shipping instead of via USPS snail mail?
DO NOT order from them unless you want to deal with defective filters 100% of the time and end up with water damage under your sink. We bought a new home and it unfortunately came with the Aquasana water system. I signed up for auto deliveries to make sure I am always getting my filters on time but I cancelled it after a few deliveries because EVERY SINGLE time we changed filters, the filters were 100% ALWAYS defective and we would end up not having water for days or even weeks if it was a holiday weekend. Every time we called, they would troubleshoot the system with us. We have had so many defective filters that we already know the troubleshoot by heart. They will always have you put a quarter under the filter because most of the time, their filters are built too short so the water will not flow thru unless you put a “quarter” under the filter. If you are unhappy drinking water with a quarter under the filter like me, you will have to pay for expedited shipping so they can ship you new filters. Usually after 1-2 new filters, one will work unless their is an issue with your housing. We had to get our housing changed one time but even after the housing change, when we order new filters, we still have filter issues… Last week, it was time for a filter change again. We already have a brand new set with us so we tried changing it and water exploded everywhere multiple times (as always). Having so many problematic water filter changed have caused water damage under our sink. On top of that, we have tried their famous “quarter trick” and water still did not flow out. We immediately called customer service on a weekday around 1pm and they were closed! We then called again and tried to speak with sales and they were apparently open… They wanted to have someone call us back later to troubleshoot the system again. We had requested them multiple times to have someone come take a look to see if there was something wrong our system but they said there was nothing they can do but to send us new filters. We were so fed up and we no longer wanted to go in circles every time we changed filters so we immediately ordered a new reverse osmosis system from Waterdrop. It arrived 2 days later and we got a plumber to get it installed. When he saw our system, he said that Waterdrop was his favorite! We have been using it for a week now and even tested the water and it is so much better than Aquasana. We wished we would have changed it earlier! We told Aquasana we no longer needed to troubleshoot since we already bought a new system and threw theirs in the trash. They now decided to offer us a system replacement to see if it would work better. Why would they not offer this earlier!! They waited until we spent $1400 on a new system and installation. HOWEVER, that $1400 was well spent because we are loving our new system. If you are looking for a new water system, please give Waterdrop a try instead!
I have been customer of Aquasana for more than 7 years. AQ 5300 short filters undersink system. Yes, truthfully I confirm the recently the quality of the housing of the filter went down. Body of the filter started leaking and went to my finished basement. Yes water flow on this short filters is slow way below any green water standards, had many overflows on my kettle (who would want wait 5 minutes to fill up). Yes being on water to life I got two system replaced. However I don't want to risk anymore flooding due to filter housing seeping water. I don't care about their certifications, cost of filters per year becoming for us CA 170$, not worth it. Go buy something else.
I bought A whole house system from them and have tried repeatedly to get them to email me back on an issue I am Having. I was told to replace the Descaler because of low water pressure. First customer service person was nice and said if just have to pay shipping. Was willing to do that. The second one wanted me to take the system apart and bring the tank outside and provide a video. Ridiculous for us to do and impossible as we are not young people. Their customer service is terrible and are not standing behind their product that has been serviced by a recommended installer from them. Do not buy.They will not answer my emails. Sent 3 times No service if there’s a problem. Very disappointed.
I purchased this RO system and they did not tell me that I would have to buy filters and such twice a year. It will take a lot of bottle water to equal the $140 a year in addition to the purchase price and plumbers needed to make some of the replacements. It was over 4 years before I was told about the remineralizer and membrane that should be replaced once a year! Often the filter leaks so they told me to put a penny in the bottom (poor quality control). The faucet leaked and they send me a new one (free - HAHA) - had to have a plumber come out twice because they sent the wrong one. Every time this things needs something done, I have to have a plumber come out. It was one of the worst purchases and I have every made. If I could give them zero stars, I would. And now they say I should the disinfect the tank every time I change the membrane filters. Not one piece of their literature says that is needed/requirement including the owners manual and instructions for replacing the membrane.
I called for another aquasauna system.. large capacity for well. The agent said they don't make the system size that had been purchased prior many times as I am a plumbing and hvac contractor. I conceded to the info they said was true regarding system size. I next asked for a po.. purchase order to be listed on the packaging as our company gets multiple packages to our facility every day. The agent then said there was no way in doing so. I stressed that I cannot have an order in without a purchase order. She became a bit rude regarding and I then asked to be connected to a supervisor that may be able to help me further. She then noted with degrading and rude tone that there were 0 supervisors or quality control specialists above here and refused. I then again conceeded to her rude responses and said that I really just wanted the system and that her service would not have me coming back in the future.. (again I have purchased many systems in the past for my customers)... she then stated, THEN DONT BUY A SYSTEM FROM US (VERY LOUDLY) and hung up on me. Due to this I will neither purchase, service, install, nor recommend aquasauna ever again. I urge others to avoid this company and either choose a brand like Halo, Pelican etc. I am floored by not the words spoken but to be yelled at then hung up on.. I think I deserve an apology but likely won't change my stance on this decision. Aquasauna just lost a company rep. in a booming area ready for dozens of installs a year..
