Aquasana
Reviews and Complaints

Consistently great customer service. Very helpful when my product ended up having a defect. Worked with me to ship out a replacement!

installed my system outside and it works great. i got the carbon rhino and the descaler. it feels so great not to bathe in chlorine and to not have build of minerals everywhere. just wanted to share my experience, thank you

zero customer support, faulty product, also doesnt filter out arsenic, calcium and other chemicals. system parts are cheap and one of the pipes cracked. tried to call them for customer support, but they dont answer. All they want you to do is buy the system, they wont help you when it breaks down or you have a leak.

Ordered replacement UV bulb on the 4th, tracking number provided by aquasana says USPS awaiting on the package. Sent 2 emails, no response. Sent review about their customer service, they responded within few hours that they can't publish it. Thats pretty said that companies publish only positive reviews, that misleading and being untruthful to customers.

As recommended by Aquasana's Sales I PURCHASED THE AQUASANA WELL WATER SYSTEM INCLUDING THEIR SALT-FREE WATER CONDITIONER . THE WATER CONDITIONER HAS BEEN A COMPLETE WASTE OF MONEY IT LEAVES HARD WATER STAINS ON EVERY ITEM THAT COMES IN CONTACT. I CALLED AQUASANA ONLY TO BE TOLD THE SALT FREE CONDITIONER WILL NOT REMOVE HARD WATER STAINS AND THAT ITS NOT RECOMMENDED FOR USE WITH WELL WATER SYSTEM

I purchased a whole house water filter system for $2141.77 in sept 2020 and in Nov. 2020 they had a 60% off sale. I contacted them by phone 4 times and emailed, they said they would refund the difference of $450 but they never did refund the difference. I never installed the system and probably wont. I will never purchase from them again. This company obviously doesn't care about the customer only how many units they can sell.

Product advertised as a holistic water solution for removing impurities, softening water, etc. We purchased the whole house system for our well supply, and it worked fine for about 4 months. It started leaking, we could get no customer service answers or an 'approved' plumber to solve it. In addition to the leaks, the water from the pipes started smelling of sulfur-a REALLY strong smell. I have left countless emails and voicemails, have sat on hold for extended periods of time, and can get no answers. While I understand delays due to COVID, this is not reasonable. Their delays caused us to go beyond the 1-year warranty period (which for us ended on Nov 29) . Do not purchase this system. Even if you liked it, you'll never get service.

I bought the million gallon version with a prefilter, a softener (they called it a descaler) and main filter in 2017. After it was installed, I cleaned all my fixtures to remove the buildup of scale. I had also just installed a glass shower enclosure so I was excited to not have to clean the buildup on the fixtures and shower. Unfortunately, the scale came right back. I called the company and they said it keeps the inside of the pipes clean but they make no promises on the outside of fixtures. We'll that's not what the salesperson told me. I removed "descaler" after about 6 months and tossed it in the trash. I had to cut it up because it wouldn't fit in the can. It's pretty big. I installed a standard water softener and all is well. I would stay away from this system. I should have known better than to trust their site. They constantly have their system at 50% off.

Watch out for the scam in this company... I bought a countertop water system about 4 years ago, and they asked me if I wanted to go on filter Auto refill. I stated yes and figured okay... 6 months later they said they had made a mistake and forgot to send me a promotional shower filtration system, so of course I accepted it... Next thing I knew when filter refill time was to come around they sent me a filter for the countertop filtration system, and then I get charged for a filter for the shower which I have never used since they gave it to me. Here's the scam they get you to buy a product, then later they send you a promotional product, and if you sign up for autofill on your filters you will get sent a filter for both systems when you only asked for the countertop filters to be refilled, and charged to your credit card for the one you never asked to have refilled... This company is a joke a scam and a bunch of thives!

I purchased the Aquasana counter top "clean water machine" in June. The first thing I noticed was the water taste was very good. I even left a positive review about the taste on their website.The filter cartridge is advertised to be good for 320 gallons. After 7 months of use (approximately 200 gallons) the device began to leak water out the top back end of the device running down the sides and onto the counter. I decided even though the filter should not be due for replacement I would replace it to see if the leaking would stop. After purchasing two filters (can only purchase a pack of 2 unless you join a subscription plan) I replaced the filter and it did nothing to stop the leaking. So after spending $125.00 for the device and $60.00 for the two filters I can no longer use the leaking device. I tried calling Aquasana and after waiting on hold was given the option of having a representative call me back which I chose. I never received a return call.

THEY REMOVE NEGATIVE REVIEWS FROM THEIR WEBSITE. This is FALSE ADVERTISING. Here is my review that they took down: Poor quality leads to disastrous results. BEWARE! This was my experience with this filter: Easy to buy, easy to install. Water tasted great. The morning after I had it installed, I woke up to find that the intake hose had popped off during the night. Upon further inspection, the brass plug that fits into the end, in conjunction with the plastic sleeve and brass nut were not enough to keep it attached to the brass T connector and it flooded my kitchen, my hallway, my stairwell, my basement, my storage closet, my bathroom, my laundry room and my basement. It was the equivalent of leaving a tap turned all the way for 6 hours while I slept peacefully. I call the company directly who did not care to hear about my experience, but told me that they have a 90-day no questions asked return policy. Oh, and I have to pay for the return shipping. THANKS. Meanwhile, I have OVER $10,000 worth of water damage to my home. What's another $30 to ship this very heavy item back to the company? Talk about adding insult to injury. The worst thing is, this could EASILY be remedied by pre-fabricating the hoses and testing their strength to stand up to (in my case) very medium water pressure. Sadly, the cheap way is to send a plastic bag full of plastic parts that-- while easy to put together-- just don't do the job. I think the "no questions asked" is just their way out of hearing these stories. Please, please, please don't make the same mistake I did.

I purchased a whole house system with hard water reducer that Iinitially worked ok. I have Serviced it every 6 to 12 months by a plumber they recommended. He came last time and I explained the water pressure has been reduced. He told me to call customer service and get the Descaler replaced as a first try. They were helpful initially and the second time you called the person was rude and wanted me to have the technician take the heavy canister outside from

My basement to video the water pressure. This is ridiculous as we are not young people I have Emailed numerous times back and get no response at all. Was willing to pay thr shipping. They are not standing behind their product.

We purchased the highest level Well water treatment system about a year ago after being assured multiple times that this would be a full water treatment system for our home which has well water. We have been trying to work with Aquasana about the fact that the system we purchased is not filtering properly and that we have found out we need an additional water softener to fix our water problem, even though we purchased the Aquasana system because we were told we did not need an additional water softener. Every time we try to reach out and talk to someone, we are told that we need to talk to a manager, they will call us back or we get hung up on. Our water is so hard and contains so much iron, it is unsafe for us to drink and is possibly causing some health issues as well as damage to our home. I am making this complaint not only to see if we can possibly get a response from Aquasana, since going direct is not working; but also to make people aware of the misleading information provided by the company's customer service department about what the system can do.

I ordered two products on 12/22. 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.

I bought a salt conditioning & whole house system that was guaranteed for 600,000 gallons. I have a brand new house so I know exactly how much water I have used. 38,000 gallons and this includes watering my new grass which does not run through the Aquasana system. Initially the conditioner/whole house worked fine. Now it is not. I have build up on faucets and shower. The TDS from my water that runs through the Aquasana is only reduced by under 200 when after initial setup of the system it was reduced by 400. I spent the amount of money I spent to get 600,000 gallons of use not 38,000. I also purchased an RO system which has been leaking and wasting water for months, I tried the fix that was told to me by voicemail after contacting the company and it did not fix it. I am just shocked that every single item I bought from this company has failed after less than 6 months of use. They falsely advertise the length of use you get out of their products. Yes it works during the initial return time frame but then fails you a couple months later. Not only did I pay them for the product I also incurred the cost of having it installed.

Date of Transaction 04/30 received item on 05/04 Cost was $3,492.15 Purchased this whole home double manifold system for our new house because we have hard well water and we were looking for a solution. Spoke to several people via internet and phone and always received the same answer that by purchasing this particular system it would help me with my hard water situation. I also know the same information is still being given to people at this time. Our house was completed in December and had the system installed. Since that time our water is still hard and is corroding all of our fixtures. I have called Aquasana about the false claims since it is not helping our hard water and now, they deny saying it would help with the hard water and that the system is a water conditioner and keeps build up out of the pipes. I don't understand how they can claim this either, if it can't keep build up off my fixtures how is it keeping it out of my pipes. This is easy to claim because the only way to verify would be to cut open the pipes which people don't do unless they have a leak or problem. I have tried to get some help from them but now that they sold me the system they don't care. I think they are lying to people and making false claims and not standing behind the product.

I purchased RO system in 2018 and since day one there were lots of issue. Initially they get that fix by sending part. Last issue i had was leak of faucet which flooded my kitchen and caused damage to cabinets and wooden flooring. I called them to get that fixed and they gave number of AO Smith. I filed claim over there and the initially agreed that there is a leak faucet and sent damage piece to manufacturer of faucet in Taiwan. Now manufacturer is not accepting there liability. 1. Damage caused by this leak is more than $15,000.00. This is a initial estimate by looking from outwards. As per contractor, when he will start working and pull parts out, then this price may go high. 2. I didn't purchase product from Taiwan nor from AO Smith. But when there is a problem, everyone is escaping from their part and transferring to this one or that one. If I have purchased product from Aquasana, then it's responsibility of Aquasana to get issue fixed. 3. AO Smith is asking to go with insurance. If i go that route then there will be flood damage on my property, increase in premium and i have to pay deductible from my pocket when cost of product is not even $200.00. I request you to get my claim approved and help me fixing the damages caused by this product. I am including copy of estimates and damages and email communications

I purchased a whole home filtration system for a well system and had it installed in November . After four months my sulfur smell was back and items in my house were turning yellow. From iron I assume. When I called the first time the lady on the phone said she had to talk to technical support and would get back to me. A week later no one had called me back. I made a second call and was told that their tank for the sulfur and iron only filters out a small amount of iron and I should buy a competitor tank. Nothing else was said to me for a different option. When I bought the system there was no mention of testing my water before buying to make sure their tank would work. I was told this tank is what I needed and it would last 2-3 years. I called a third time and got the same cookie cutter response and was transferred to a *** that can do returns. I left a message and never heard back in 24 hours. I called again and again the response was the same and that they might be able to refund the money for the tank or send a new tank. They again said I had to go through *** to do that. Again I left a message and she didn't call back. So a refund for the one tank does me no good because I have a system that doesn't work and a new tank would only get me another four months. If I would have been told in the beginning that their system is limited I wouldn't have wasted my time.

I purchased an Aquasana Clean Water Machine several years ago and have had continuous problems with their machine. It was poorly designed and prone to leaking. They repeatedly replaced my machine with one defective machine after another, My family has had to keep towels and sponges surrounding the base on our countertop machine for years.We were promised that the product was being re-engineered and that once the problems were resolved we would receive a new machine. They advised that they would ordinarily charge a fee for the new "upgraded" machine but that because of the years-long problems we have had with their defective machines, the fee would be waived.Today, we received an e-mail advising that the remodeled machine was finally available. We called right away to have our replacement machine sent to us as promised by the company *** the customer service *** refuses to waive the $99 fee claiming that the warranty was out and that this was the fee to "upgrade". I would not categorize replacing a poorly-designed, defective product with a non-defective product an "upgrade". The company should FINALLY do the right thing as they promised and send us a non-defective machine AT NO CHARGE. Indeed, it should be accompanied by an APOLOGY from the company to us and all of their customers who have had to deal with their defective products!Do the right thing Aquasana! Send us our new machine at no charge as promised!

I called Aquasana this summer to learn about what whole house filtration systems they have available to best remove lead. The first thing I mentioned to the sales associate was that I live in Chicago and have brain damaging lead levels in my home. I asked which unit would be the most effective for my concern of removing lead and I was told the Rhino 1M gallons was my best option. A couple of week after the installation I called Aquasana and said I have a meter that is showing the same TDS levels as before the unit was installed. I was told it could take up to 2 months to notice a quality difference. That made no sense to me because the filters have to be replaced every 2 months, but I gave them the benefit of the doubt. When recently looking to purchase replacement filters I notice there is an entire unit designed for lead removal. Why was this never mentioned to me when I inquired about the product lineup? Sales should be the product experts and know their options inside and out. The sales team's incompetency cost me a few thousand dollars in product and plumbing labor. No one in customer service could even tell me how much lead is actually being filtered out with the unit I currently have. I have called many times today and kept getting transferred from one person to another, then lastly to a voicemail of woman named Melissa, who has not return my call. Horrible customer service, an incompetent sales team, and misleading information on their products!

We installed an Aquasana whole house water filter system based on the promises made in their advertising. Not only did the system fail to improve our water, it has made matters worse. The water smells like a sewer. It has ruined the appliances in a brand new kitchen. The $1100 Kohler sink is stained orange and lost it's finish due to necessary scrubbing. The same holds true with the bathtub. The dishwasher leaves the dishes less than clean, the glasses spotted and the silverware permanently stained. I now have to do all dishes by hand. Even at that the white dinnerware is turning yellow. The toilet tanks and bowls are stained orange. I will have to replace my kitchen sink and both toilets. I can't fully enjoy my new bathrooms and kitchen because they never look or feel clean. In addition, my laundry randomly comes out with mysterious orange stains that cannot be removed. Good clothing and sheets and towels have bee ruined. Last, but definitely not least, my hair which has always been bright (silver/grey) and shiny is turning dull and yellow. Unfortunately, I cannot address the above mentioned until I have good water. Aquasana should not have promised what they did, only to disappoint and damage my property. I will continue to research other methods and consult with experts in the field. I do not trust Aquasana to correct or exchange for another of their products. However I cannot move on until I correct the water problem. I will continue to research other methods and consult with experts in the field. In the meantime, I want a full refund so that I can move on. Thank you for your assistance.

After speaking with a sales rep with Aquasana regarding wanting a whole house water filtration system for our house on well water, I bought the 500,000 gal Rhino system with sediment prefilter, salt free water conditioner, mineral and carbon filters, postfilter, and UV light. The system was working at first with complete removal of contaminants, mineral buildup, and sulphur smell throughout the house. I was so happy. Then just under 1 year, the system completely stopped working. The hardness and hydrogen sulfide smell had returned. I need to note that this house is a second home and is only used for weekend use for at the most 5 weekends per year. I just had a water analysis to confirm my thoughts. Hardness, Hydrogen Sulfide are the exact same amounts from direct well water and a sample taken from the kitchen sink. The total dissolved solids from the well are 430 and from the kitchen sink it is 400, so not much difference there either. On June 19, I called Aquasana twice and was on hold for about an hour before the call automatically ended. First at 3:44 PM EST and again at 4:45 PM EST. I directly went to the Aquasana website and emailed my complaint with the Product Support. I tried again to call on June 24 at 9:38 AM EST and again after an hour on hold the call abruptly ended. On June 26, I received an email reply from Aquasana, It thanked me for my inquiry, and that I needed to speak with a Lead of Customer Service and if I would reply with a phone number and good time to call, they would contact me. I replied June 26 with my cell phone number and that they could call any time. Today is July 6 and I have never heard hide nor hair from Aquasana. I am above livid. REALLY REALLY REALLY BAD COMPANY WITH REALLY REALLY REALLY BAD PRODUCTS. From a scale of 1 to 10, they get a ZERO "0".

I spoke to an Aquasana salesman in November and he explained the whole house water systems and options to me. I also relied, in good faith, on their website and the specifications of their water filter products. I ordered online over Thanksgiving weekend. They shipped the product to me a short time after that. Currently the product is still in the sealed box, unopened. I spoke with a plumber and other experts in my area. It turns out their water conditioner can't perform the tasks that the salesman and the website imply that it does. It will not remove enough minerals to reduce the staining, scaling etc. that comes with hard water. I was led to believe otherwise: that their system would be sufficient to save my appliances, pipes, etc. from the minerals. This was both from their sales info on their site and several reps that I spoke to after the purchase. It was only after I spoke to someone in returns that she told me the truth about their product. That, if my hard water is above a certain level, their system is not appropriate for my home -- that I needed a real water softener -- which their system is not. On January 6th, she said that she could send me return labels to return the unopened product and it would cost me less than $100 -- that Aquasana would provide the mailing labels at their corporate shipping rate. Later on January 12th I receive an email that I am responsible for the return shipping at retail pricing. That is going to cost me several hundred more than she promised. I don't see how I should pay any of the return shipping. The product is unopened. I was misled about what the system could do -- by their reps and their website. If they know that their system is only good up to a certain hardness level, they should advertise that on their website in plain sight. I had to learn from the shipping department returns manager about it.

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.

I bought the Aquasana EQ-400 3/4" PRO AST on 7/11. My request when speaking with the sales representative were two fold; 1. that the water system would act as a whole house water purification systemand 2. It would reduce the levels of chlorine/chloramine. He looked up the water in the area and noticed our area used chloramine and explained what that was and I agreed it would be great to have that as an added bonus with the water purification system. The sales representative also estimated that the install would be between $400-600 dollars. Unfortunately, the best quote I got was for $1,200 (and this was from one of their 'trusted' vendors that they use). I really wanted the treatment system so I bit the bullet and paid the ridiculous installation price. Once the system was in place, I decided to test the water myself and lo and behold, not only was the chloramine only slightly reduced, but all of the other water tests that I was concerned about (total hardness, overall water quality) were not improved. I called and complained about the findings and was told that I did not purchase a water purification system (to my surprise as that's what I told the sales rep over the phone I wanted), only a chlorine reduction system. I was then told that I could return the system (after paying $1,200 to have it installed). I was also told by the agent that I would be sent two water purification bottles with the purchase; I never received them and even after inquiring twice (once on the phone and once through email) I never received them, BUT I did get charged for the water bottle purification replacement filters! This company seems like a scam. Unfortunately, most of the communication occurred over the phone and so I have very little record of anything in writing. In conclusion, the issues are around the shady sales practices (I requested a water filtration system and only got one aspect of what I requested, was severely misquoted on install pricing, promised those water bottles which I didn't receive).