I've had the aquasana under the counter reverse osmosis system for over 10 years. I've had leaks over three different times over those 10 years that has caused damage under my sink. Customer support w... See more
Company replied
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Review summary
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Reviews shaping this summary
Very disappointed in customer service. I moved and have a black faucet now. They replaced the faucet with a brushed nickel one, but won't exchange it with a Black Matte faucet. Same cost, they just wo... See more
Company replied
first one leaked all over the place. After hours spent with customer services, the second one also leaked, more time wth customer services only to be told warranty had expired and I had to go through... See more
Company replied
Spent over 200 on a system, got charged 80 on tariffs that were never mentioned or made aware. Denied the item and they proceed to charge me OVER 50 for restock fees and another 25% on return. Probabl... See more
Company replied
Company details
Written by the company
At Aquasana, we believe clean water and a healthy environment are the most important components of healthy living and overall well-being. Our sole focus is providing best-in-class water filtration products so every home can enjoy great-tasting, healthy water.
Contact info
United States
- 866-662-6885
- info@aquasana.com
- www.aquasana.com
1.5
Bad
172 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 48 hours
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Aquasana whole house system for wells…
My Aquasana whole house system for wells is less than 10 years old and when I called Aquasana to purchase additional o-rings needed to replace the water filters they informed me they no longer stock the o-rings for my system. How is it they have systems in the field less than 10 years old and do not stock consumable parts like o-rings. I was able to find replacements on Amazon. If I was able to find them online why isn't Aquasana stocking them for customers. Very disappointing!!!
3 March 2025
Unprompted review
Reply from Aquasana
Thank you for bringing this to our attention. It’s important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately.
If you’re 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 866-662-6885 Option 1, Monday through Friday from 8 am-5:30 pm CST, or email us at support@aquasana.com.
like many others here
like many others here, I wish I had read the reviews before I purchased. this company makes you call them to manage your subscription, and doesn't email you before your subscription ships. this might seem fairly neutral but together these practices are anti-consumer and reflect back to me the values of this business. it's not safe to give this company your money, they will charge you for return shipping, they will not email you about your order you no longer wanted, you will just see the charge come through and even though you call them right away, they will make you pay return shipping in order to return. strongly recommend that you avoid this company.
14 February 2025
Unprompted review
Reply from Aquasana
Thank you for reaching out and sharing your concerns with us. We completely understand your frustration, and we sincerely apologize for any confusion or inconvenience caused by not receiving a reminder email about your subscription renewal. We truly value your feedback, as it helps us improve our processes and better serve our customers.
Regarding the return shipping, we understand this can be frustrating. While our policy does require customers to cover return shipping, we want to assure you that we’re always here to assist in any way we can.
If there’s anything else we can do to assist, or if you would like to discuss your situation further, please don’t hesitate to reach out. We appreciate your understanding and thank you for your patience during this time.
Canadian customers - beware
They do not disclose this, but you are going to pay for BROKERAGE fees (UPS probably) and it's going to cost over a hundred dollars! They don't tell you this so you buy their machine. They also deliberately omit currency in their website so when you buy and see something costs "$115" for example, it's going to be a lot more because it's in USD but they do not clarify. Customer service is not helpful. It's a slimy company. I'm very disappointed and will be looking for a Canadian brand instead.
5 February 2025
Unprompted review
Reply from Aquasana
Thank you for reaching out to us. We understand your frustration with the brokerage fees applied to your recent order, and we sincerely apologize for any confusion or inconvenience this has caused.
To assist you further and resolve this matter effectively, could you kindly provide more details about your order? Specifically, it would be helpful to know:
The order number or transaction ID
Name and address on account
Once we have this information, we’ll be able to review your case thoroughly and clarify any concerns regarding the charges.
Again, we apologize for the frustration this has caused, and we appreciate your cooperation as we work to address your concerns.
Looking forward to your response.
Not Customer Focused and it Leaks!
There are companies who put customers first. Aquasana is not one of them. My under sink RO system developed a leak, and I called customer assistance, who determined the o-rings needed replacing. So, they put in an order to send them (charging me for shipping, even as a "Water For Life" subscription member that is supposed to receive free replacement parts and shipping). One week later living with a leaking unit and nothing. I check and call to learn the o-rings are out of stock. GRRRR. Another phone call and I learn they don't know when they'll be in stock. So, I ask if I can get a sump unit as that is the next best solution. Long story short, it is on order, and yes, they are STILL charging me for shipping. (Order #100329287 in case you're here, Aquasana.)
Come on, guys, I have a career in customer service and this was a simple slam-dunk customer case where you could have ended up with a delighted customer vs. one who will never trust you again. You don't empower your agents to offer customer-focused solutions to save a couple of bucks here and there. Penny wise and pound foolish.
29 January 2025
Unprompted review
Reply from Aquasana
Thank you for reaching out to us, and we are sorry to hear that you're upset regarding the shipping fee for your warranty order. We completely understand how frustrating this situation must be, and we appreciate the opportunity to explain.
While we always strive to provide the best possible service to our customers, our shipping fee on warranty orders has been a part of our policy for quite some time. The policy states "Part(s) claimed to be defective or any expense
incurred to remedy any defect in the product. Such charges
may include, but are not necessarily limited to: All freight, shipping, handling and delivery costs of forwarding a new water filter or replacement part(s) to the owner." Unfortunately, we are unable to waive the fee, as it helps us cover the costs of handling and shipping the replacement item.
We value your business, and we are here to assist with any other questions or concerns you may have regarding your warranty. If there’s anything else we can do to help make this process smoother for you, please don’t hesitate to let us know.
Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.
If there was a zero star rating that's…
If there was a zero star rating that's what I would choose absolutely horrible customer service no customer service made 10 phone calls no answers back emailed no answers to my emails horrible company you will get burned if you buy this product any of their product. This is the same way you reply to everyone once you get called out. Your company is a joke. You don't reply when your product fails, which is ALL THE TIME.
14 March 2024
Unprompted review
Reply from Aquasana
Thank you for reaching out, and we sincerely apologize for the frustration you've experienced. We completely understand how important it is to get a timely response, and we are truly sorry that we’ve missed connecting with you.
Upon reviewing our records, we was unable to locate any previous communications from you. It’s possible that there was a technical issue or that your messages didn’t reach us, and for that, we do apologize again. We definitely want to make sure we address your concerns as soon as possible.
Please let us know the best way to contact you, or feel free to share the details of your issue directly in this email, and we will ensure that it is prioritized and resolved without delay.
Thank you for your patience, and we look forward to getting this sorted for you right away.
Do not buy from these scammers!
Do not buy from these scammers!
I bought the countertop filtration unit. Upon taking it out the box I noticed rattling in the sealed engine section, presumably from pieces that must have broken off in there. I contacted them to report that they had sent a defective unit and could they give me a return label to send it back and then send me a replacement unit. Their response was that I had to pay to ship it back. They refused to acknowledge that the unit is defective, taking zero responsibility and making me pay to send their dud back to them. You can’t make it up!
8 January 2025
Unprompted review
Reply from Aquasana
Thank you for bringing this to our attention. We have reviewed the call. We are more than happy to assist, but in order to do this we are required to try troubleshooting steps to make sure we are not able to fix the issue. As a courtesy the representative was able to get an approval for a shipping label to be provided, but please keep in mind for any issue that occur with our units Representatives are required to try troubleshooting. Please reach out directly to Aquasana if you have any questions or concerns.
-Aquasana Customer Support
One star is too high
I don’t seem to be able to give ZERO STARS, shame. Two years ago they took my money for 2 x packs of filters but they never arrived. After TWO YEARS of fighting and discussion, they claimed to have lost all records of the purchase (don’t worry I HAVE NOT lost the records). They suggested that if I buy a whole new system, then they would graciously provide me with 1 x pack of filters and A SMALL GIFT? A SMALL GIFT???
So is this incompetence or is it fraud? I will let Mastercard figure that out. DO NOT USE THIS FIRM. They are so bad that I will use this as a story while having a drink with my mates - but I am not paying them for THAT service.
20 December 2024
Unprompted review
Reply from Aquasana
Hi Matthew. Upon reviewing the emails, we are able to see the original order was made via Amazon. They are a 3rd party company that we are able to look for previous orders through there. As soon as the representative receives the proof of purchase requested, we are more than happy to provide more options. Please let us know if you have any further questions or concerns.
-Aquasana Customer Support
I don't recommend deal with this company.
I have membership in this company. They are constantly changing the prices for replacement filters as they want. And your membership turns more expensive than a regular purchase. Now I caught them again for charging wrong prices. Also, last time they did withdraw money but didn't send one of the items. This customer service is horrible. And no one even apologizes for these actions.
17 December 2024
Unprompted review
Reply from Aquasana
Thank you for bringing this to our attention. It’s important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately.
We did give you a call to try and resolve this but unfortunately got your voicemail. Is there a good phone number/time to reach you? You may also contact us directly at 866-662-6885 Option 1, Monday through Friday from 8 am-5:30 pm CST, or email us at support@aquasana.com.
Please let us know so we can get this issue resolved as quickly as possible. We look forward to your reply :)
-Aquasana Customer Support
Do not buy this piece of junk .
Do not buy this piece of junk .. We installed this purifier in our Florida home in Jan and we left in April When we came back fir Labor Day week end in Sept 2 it was leaking .. ruined our kitchen cabinet and our vacation ..
customer service was MIA on the long week end .. what a disgrace🤬🤬🤬🤬 Do NOT BUY THIS Crap..
2 September 2024
Unprompted review
Reply from Aquasana
Thank you for bringing this to our attention. It’s important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately.
If you’re 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 866-662-6885 Option 1, Monday through Friday from 8 am-5:30 pm CST, or email us at support@aquasana.com.
Aquasna Customer Support
The company's water for life program is…
The company's water for life program is a joke. As soon as you try to get a replacement base unit they want you to show the unit through a video chat. My unit is 7 years if not older, it's made out of plastic and is now leaking. I told them you can't see the leak the unit is all wet and there's water everywhere. Their comments we can be on video for as long as it takes. I canceled my water for life and will be purchasing from another company. I would rather have to replace the unit myself every couple of years then believe that it will be covered because of some bogus program.
The companies reply makes no scene.My review is about their water for Life program whereas as long as I have an active membership broken items are supposed to be replaced free of charge. their response is referring to a one-year warranty.
15 August 2024
Unprompted review
Reply from Aquasana
Hi Alice! Unfortunately, anomalies can occur when working with products connected directly to a water source. Rest assured, all of our products are quality checked by our team to ensure that the items are in appropriate conditions before shipping. Please keep in mind that for any of our filters, should an issue occur and a replacement is needed, we do offer a One-Year Warranty on our products. It is always our goal to provide quality products. If you’re open to discussing your experience further, please message us, and we will work to provide a resolution soon. You may contact us directly at 866-662-6885 Option 1, Monday through Friday from 8 am-5:30 pm CST, or email us at support@aquasana.com.
They sent me the wrong filters
They sent me the wrong filters. They were supposed to be color identified and were not. Not sure what I have but I sent in a review to the company and they sent it back to me saying that it didn't meet their standards. I would have hoped they would have wanted to rectify the problem and give me the right filters. Guess not. i'll be cancelling and switching to a better product.
5 August 2024
Unprompted review
Reply from Aquasana
Hello Rick! Looking into your review we did send you a response informing you the filters that were purchased are the filters you received. We apologize for any confusion. On each bottom housing there is a colored dot on the right side of the wording "aquasana claryum." That should help you determine where each filter goes. The only filters we sell for the Claryum 3-stage MaxFlow are the ones you purchased. Black goes with Green, White goes with Red, and Yellow goes with Yellow. We hope this helps!
Bought a whole house water system
Bought a whole house water system. Two years in the post filter started leaking. No one carries an airing the size they use. I tried using Teflon tape to slow down the leak and when I turned the water back on the post filter housing exploded. They refused to do anything to help unless I signed up for their filters for life or pay $100 for a new post filter that I would have to contact them for parts support. Their customer support lacks any empathy and might as well have been talking to a computer. Wouldn’t ever use this system again.
29 July 2024
Unprompted review
Reply from Aquasana
Thank you for bringing this to our attention. It’s important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately.
If you’re 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 866-662-6885 Option 1, Monday through Friday from 8 am-5:30 pm CST, or email us at support@aquasana.com.
ABSOLUTE SCAM
ABSOLUTE SCAM. We ordered a whole house well water salt free system based on AQUASANA recommendations. It was the WORST decision and I feel like we got sold a terrible BS filter system. I’m a licensed builder for nearly 25 years and deal with homeowners all the time and I can’t stress enough DO NOT USE Aquasana. The filters are cheap and do not do anything in regards to filtering well water, iron, minerals, and sediments. Sadly I also recommended this to my neighbor and he too is having issues. I’ve contacted Aquasana several times and ZERO help from them. I feel they are more of a scam than anything else. I’ve also have had several water companies out and they also said they REMOVE Aquasana filters since frequently because they fail within months. Coincidently after the 90 day warranty period. If you have any questions about this removed feel free to reach out to me personally.
24 July 2024
Unprompted review
Reply from Aquasana
Thank you for bringing this to our attention. It’s important to us that our customers are more than satisfied and we would like the opportunity to resolve this issue immediately.
If you’re 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 866-662-6885 Option 1, Monday through Friday from 8 am-5:30 pm CST, or email us at support@aquasana.com.
Poor Product and Customer Service
I was so excited to receive the under sink system as a gift. However, I have had an extremely poor experience with the Aquasana customer support and multiple system failures. After multiple months of long hold times and trial and error fixes that worked for only a few days or weeks I requested a return/refund and was denied due to a 30 day return policy. I would not recommend the system or company to anyone. Look for a different water filtration system elsewhere, Aquasana is not for you.
17 July 2024
Unprompted review
Reply from Aquasana
Thank you for reaching out! We are sorry to hear about your experience with Aquasana. We would appreciate the opportunity to make this better. We do need information from you to locate the account. Would you mind replying to us with your zip code, phone number, and email on the account. We look forward to your reply!
I needed an o-ring quickly
I needed an o-ring replacement for my pre filter that was leaking I called on a Thursday and was told no charge for the part but had to pay for shipping I opted for 2 day because of the leak I called back on the following Wednesday to check on the status and saw the mailing label was just made and was awaiting USPS pickup Meanwhile I’m emptying buckets of water I was told they were a bit behind because of the July 4 holiday- that was 2 weeks ago! The worst customer service
How do I respond to Aquasana?
14 July 2024
Unprompted review
Reply from Aquasana
Thank you for reaching out! We are sorry to hear about your experience with Aquasana. We would like to take a look into your account and see if there is anything that can be done, for the inconvenience. We do need information from you to locate the account. Would you mind replying to us with your zip code, phone number, and email on the account. We look forward to hearing from you!
I've come to understand that I am…
I've come to understand that I am unable to cancel my contract online. Consequently, I've made multiple attempts to reach out to Aquasana, enduring 30-minute holds each time. It's evident that Aquasana should consider augmenting their staff or refining their cancellation procedures. My time has been squandered on these fruitless calls. As of now, I have not been able to connect with a representative.
Added on July 17
This company's behavior is quite perplexing. Despite never answering my calls or emails, they promptly respond to my Trustpilot review. Now, they are requesting my address, phone number, and email here. How peculiar!
Please search your inbox and locate my contact details. I reside in San Diego, zip code 92122, and my phone number ends with 9005. I no longer require your services and wish to cancel my subscriptions immediately.
15 July 2024
Unprompted review
Reply from Aquasana
Thank you for the information! We have located the account and cancelled your Water for Life. We also sent you an email confirming this cancellation. Please let us know if you have any other questions or concerns!
Aquasana Failing
I have been a customer for going on twenty years, what once was good is now bad. Have a 3 stage under sink filter system and the production quality for filters and replacement parts has declined in the past 2 years.
First problem was plastic fail flooded floor under sink.
Several years ago.
Filters have a large fail rate as of the last year or so.
Now they sent the wrong length filters. Gone through 3 first stage black filters that fail to send water through the system. Stay away from Aquasana.
11 July 2024
Unprompted review
Reply from Aquasana
Hi Jefferson.
We hope this message finds you well!
We wanted to take a moment to remind you of our company’s warranty policy and provide you with some important information to ensure a smooth experience with our products.
As part of the Water for Life program, your system comes with a one-year warranty that is extended as long as you remain on the program. However, please note that there is a specific exception regarding the filter housing components. According to our Owner’s Manual, we recommend replacing the filter housing every five years to prevent potential leaks due to product deterioration. After the five-year period, it becomes the customer’s responsibility to replace the filter housing.
Upon reviewing your account, we have confirmed that you have already spoken with one of our representatives, who has dispatched new filters and a new filter housing, and has explained the five-year sump replacement recommendation to you.
If you have any further questions or require additional assistance regarding our policy, please do not hesitate to reach out to our customer service team. We are here to ensure that your experience with our products is as positive and hassle-free as possible.
Thank you for your understanding and cooperation. We truly appreciate your continued support as a valued customer!
No water flowed through, plastic, scam
No water flowed through. Uninstalled and called for a refund and they were going to make me pay for the return unless I reinstalled the whole thing. So much for a "no questions asked return". Would have been half the cost of the item to ship back the non-working item to them. Also, the parts are made of plastic including the water flow from the filter to the faucet. And yet supposedly filters microplastic? Scam.
14 June 2024
Unprompted review
Reply from Aquasana
Hello Julie! Thank you for your review. Upon looking into your account it looks like you were already processed a credit on 06/20 for your system and we did not ask for it to be returned. We use polypropylene plastics that are BPA free and do not leach plastic in the water. Hope this helps!
I wish I read these reviews before I…
I wish I read these reviews before I bought a unit. Nowhere on their website does it say US Dollars? And I had to pay almost double between the exchange rate and duties and taxes, and they didn't seem to care. I'm worried now reading about all the problems, people have with their product. And if I didn't see a warning on your website, then it wasn't obvious
25 June 2024
Unprompted review
Reply from Aquasana
Hi Lu! Our website provides a warning before purchasing; that Taxes and duties may be charged when it arrives to the border. We have no control of the fees and they are not from Aquasana. Unfortunately, anomalies can occur when working with products connected directly to a water source. Rest assured, all of our products are quality checked by our team to ensure that the items are in appropriate conditions before shipping. Please keep in mind that for any of our filters, should an issue occur and a replacement is needed, we do offer a One-Year Warranty on our products. It is always our goal to provide quality products.
-Aquasana Customer Support
Company has turned into a disaster!
This company has turned into a disaster! I've had Water for Life for >15 years. Last few years the water flow on new filters was poor. But we have now reached the point of unacceptable. I spent >1 hour waiting for a rep to "troubleshoot." She told me to take out the coin another rep said would fix it, and to call back if it didn't help. It didn't help. At all. I call back. Wait another hour. I finally try the call back option, only to have them disconnect the instant I pick up the phone. And then they close for the weekend. It takes 15 minutes to fill a tea kettle.
Edited to say: I searched the internet for answers, because I need water. Found you can put a straw in one canister and it works, at least temporarily. But the real question is How can they continue to run a business with a broken product and lousy customer service!?
28 May 2024
Unprompted review
Reply from Aquasana
Hi Jude! We are very sorry to hear that you've had a bad experience with Aquasana. We want to take the time to recognize and appreciate the loyalty to our company. Let's make this better for you, we will send you a free set of replacement filters on us for the inconvenience this has caused. We would love you give you a callback and understand the issue better and replace any parts you may need as well. Please expect an email from support @aquasana.com so that we can set up the best time to get in touch with you. Again we sincerely apologize for the experience and we hope you allow us to make it right.
-Aquasana Customer Support
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