, , , US
Purchased the Aquasana Whole House Water system( Rhino 500,000 gal Well Water System ) in Sept 2019 . Had it installed by a professional company in Oct 2019. I included the salt free water softener unit . The entire system is a total waste of Time & Money . The water softener is nothing more then false marketing. It will never, ever soften any water. Aquasana told me that when I called to find out why the water leaves stains on everything, the shower, sinks, toilets, cars and glassware. The rest of the system does not do anything for rust in the water and will not remove sulfur or the odor associated with it (rotten egg smell). When I called to find out what can be done about all of these problems, I was told they don't have a product that would address any of my issues. That's not the sales pitch I was handed when I was shopping for a system!
I bought the small under counter 2-filter system for my kitchen and refrigerator ice-maker. Price was reasonable, and hardware and filters were Easy to install, but water has an “oil” or industrial taste that we will not be using for our refrigerator ice maker or daily drinking water. My tap water tastes better than the filtered water. We also bought two extra replacement filters with the initial order, so we plan to install them and throw out the original ones that came with the original hardware, even though we have only had the system installed for two weeks. Their customer service people seem nice enough to talk to, but they seem frustrated too; and if the extra set of filters that we bought at the same time when we bought the original system do not provide a substantial improvement in taste quality we will simply throw out the entire system and “chaulk it up to a bad purchase” and buy a different system elsewhere. We have talked to their customer service several times and do not have any confidence that they’ll be able to do anything to remedy the situation since we have already used the system for two weeks....Also, low flow is a problem too. We may still be able to get a credit card refund through our credit card company if we complain a lot, and return the system at our cost to Aquasana, but, after already having spent several total hours on-line and waiting a long time on their phone lines for an available customer service person, my feeling is Life is too short to waste much more time with this company either by phone or by e-mail. Live and learn.....☹️
Sales team was very knowledgeable and took their time to find the proper filtration system for my family's needs. Customer Service is there with any other questions that may have come up. I will highly recommend Aquasana to my friends and family. TY for making my experience a good one.
I purchased the table top filter machine. After 5 weeks it simply stopped working . They supplied a new one and very happy . Clerkenwell, London , Nov . 2021
This used to be a decent company with decent products. Not sure what happened but they totally suck now. I don’t recommend buying any of their products. I have a regular water filter replacement set up with them. But the last one was charged to my credit card but never sent. They claim it was lost in the mail but twice now? They haven’t provided tracking that proves they ever sent it. I think that might be mail fraud. BBB has lots of complaints without responses from them. Guess my next stop is to file a complaint with my bank, and maybe authorities who deal with mail fraud. Save yourself a headache and avoid this company.
Well so far I am unimpressed...If I could cancel my order I would. I have been waiting for my order now for almost 3 weeks with no notification of when to expect my order or that there is an extended delay for some reason. I called twice, while driving and at my lunch at work since there hours are open while I am at work, and was on hold both times for over 20 minutes. I could no longer wait, so still haven't spoken to anyone. Very unimpressed with their customer service, and the time to wait for the product is unacceptable...even during Covid.
Can't get Aquasana customer service to answer the phone. Not a single event. Today I was on hold for 58 minutes and then dropped. When I called back I was on hold for 48 mins and then greeted with, "The representative you are calling is not available" and then was transfer to an automated customer survey. I had subscribed to their "Water for Life" subscription and they've sent me multiple UV sterilizing lights at $109 each, one of which is totally the wrong part. Last week after numerous attempts to reach their customer service I ACTUALLY GOT through. The agent said that she would email me a shipping label and that I could send them back -- and I would be credited when they were recieved. Of course she never emailed me anything and now they won't answer. Every time I've attempt to reach their customer service this is what happens. I have never seen worse customer service response from any company every. How do they stay in business??
In October 2020, we purchased the RHINO Complete Solution for Whole House Filter System ($1,708.00) (We are U.S. customers/live in AZ). The communication challenge with this company began before it was even installed. I called the rep who I spoke to ONCE immediately after we purchased it and I left him a voicemail question about recommendations as to where is best place to install the system in the house. Call IGNORED. Ok. We moved on. Local plumber installed. Next step: Inquiring about how to get replacement filters now, rather than later when we are in a real bind. I sent an email to this same rep. Email IGNORED. I then forwarded the email to the info (at) aquasana (dot) com address. Again, email IGNORED. I tried to call the main number of the company and I had to hang up after 20 minutes of waiting for someone to answer. Who do they think they are?! I read on a Better Business Bureau Complaint reply that they blamed their poor phone time on COVID. So, they think they are special! I have called my local government a few times, made doctor appmts, etc. and SOMEHOW these places find a way to ANSWER THE PHONE! But not Aquasana. Quote: "As several businesses have been impacted by Covid, so has Aquasana." Are they kidding?! They are a water filtration company NOT a HEALTHCARE PROVIDER!! Find a way to DEAL WITH THE SITUATION, AQUASANA, FOR PEOPLE WHO GAVE YOUR COMPANY THOUSANDS OF DOLLARS FOR A PRODUCT. So, with a purchase of nearly $2,000 we were simply thrown the the curb. PLEASE do yourself a favor: AVOID THIS COMPANY!!! If I could give it a ZERO I would. Also, LOOK CAREFULLY ON ITS WEBSITE. Scroll through to the "Don't just take our word for it" section. You'll notice that ALL of the comments are talking about how wonderful the water is w the system NOT the customer service. Only ONE person mentioned the customer service. Why not more? If you want the answer to that all you have to do is read the 41 COMPLAINTS ON THE BETTER BUSINESS BUREAU WEBSITE. So we are stuck with a system that we paid nearly $2,000 for and NO ONE from this company will be decent enough to return a call or emails from a paying customer. Imagine buying a filtration system FOR WHICH YOU CANNOT BUY FILTERS!!! That is the position we are in due to the complete silence from this company. You should seriously pause for a moment and consider if you want to spend thousands of dollars only to be IGNORED by a company. Remember: This is NOT the only company that provides this item.
I was a customer of Aquasana for at least 20 years. I have had so much trouble with their products and then ZERO customer support over the past 4 years. I have spent in plumber services far more than I paid for both the Reverse Osmosis System and the Whole House Water Filter. I have had leakage and damage with the RO system, which I finally gave up on altogether after hundreds of dollars in plumber bills for 4 or 5 visits and replacement parts. I have had blackened filters on the Whole House Filter within two weeks of installing them. I was given a replacement as a "ONE TIME COURTESY." I paid a plumber to remove the bad whole house filter and install the "new" one. I gather the new one is not new at all - the replacement cuts my water pressure down by at least 25% to 30%. We have to bypass the whole house filter every night so that our outdoor watering system has sufficient pressure to pop up. Aquasana tells me I need to get a plumber in to demonstrate by video that the water pressure is insufficient and by how much. Then MAYBE they'll replace it and I can pay the plumber to come back for the 4th time. I'm officially giving up on Aquasana, but not before I put this review every place I can.
Overpriced product with zero customer support Stay away from Aquasana now, by all means! After being a loyal customer of Aquasana for several years before, recently realized their replacement filters prices are rip-off... How come that a pair of replacement filetrs for a simple product cost 57$, a few dollars less than the actual whole filter device set? Moreover, recently I did a water filtration test of their filtered water against 2 times cheaper same filter configuration bought from localk Walmart store. The results - Walmart-sold filter produces even slightly cleaner water than Aquasana so-advertised product! No comments... Recently wanted to purchase a set of replacement filters for my old device, using Paypal. It did not go through for undefined error. Spent 30 mins chatting with their support online, with the only outcome "call our friendly phone support"... Called their support, got an answer that their "order processing system is down, try to place your order tomorrow". Obviously, I demanded a discount for the hassle, the agent spoke to her manager - zero discount offered and even no formal apology! No comments... there are plenty of other water filtration companies who care about their clients, their sales and their business, at lower prices...
The absolute best water company ! I've been a customer for over 2+ years and the quality of the water from the tap ( to me ) is equal if not better than FIJI bottled water...the customer service is without equal ( this is how business should be run!) I recently upgraded to the 5300+ and the water flow is PERFECT! Also enrolling in lifetime filters is a no brainer...THANK you Aquasana
