AquasanaReviews of aquasana.com

I bought one of their water filters before covid. I signed up for the WATER FOR LIFE in which they sent you a replacement filter every 6 months and if your machine breaks, it gets replaced. My machine broke during covid and they did not get more in and told me to keep calling. It is 2023 and I have been getting the filters’ charge of 25 dollars for 2 years in the hopes that I would get my new filter replaced. Aquasana informed me that it would not get back in stock now and they want to charge me full price for another filter, no discount and no regard for the 25 dollars that I have been getting charged every 6 months. I canceled my subscription and their customer service and manager did horrible. They boast about their EXTENDED PRODUCT WARRANTY FOR THE DURATION OF YOUR WARRANTY. But if the product is no longer held by them, they do not give you a discount or a free replacement for another product. Will never purchase from this company and tell my friends not to either. Wasted time on their customer service. Will not get my time back, my money back for the cartridges and no water filter. Horrible.

I have been with Aquasana for more than 4 years. Satisfied so far. They are loyal to old customers and havent raosed prices for water for life products for my tripple under sink claryum filter.

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.