AquasanaReviews of aquasana.com

I've had an Aquasana Rhino Whole House system since the easrly 2000s (this is my 3rd). They used to be a quality company providing quality products and quality service. Now they aren't and they don't. The product. Filters are nearly impossible to stop leaking. You can tighten them up as much as possible and they still leak. They have sent so many replacement housings "to fix the problem" I've lost count. Each time I've had to pay for a plumber to do the work as the pipe sizes and fittings keep changing. This morning I changed the filters (always a stressful thing - so much so, I put off doing it). Well surprise - it's leaking. While getting ready to replace the filters I looked at my stock of filters and retrieved the 2 I needed. I saw that I had some water softener ones that I probably needed to replace. Then I noticed I had one for a Tankless Water Heater. Our home has never had a TWH, and I never requested the filter. After nearly an hour on the phone with them (after finding out my Water for Life subscriptions were completely messed up), I hung up with them saying that the order was >90 days ago, so they can't do a return. After pressing them hard, the CSR said she would talk to her supervisor to see if anything could be done (bear in mind that the unnecessary filter was $92 and the order had been changed by Aquasana). I'm workign with my plumber to ditch this useless piece of junk, and finally get out of the shackles of Aquasana and their horrible support team.

I’ve had the system for 6 years. Initially I signed up for auto ship and a year after I receive a charge for over $500.00. They sent me the large filter with the lights indicating when to change. Mine were green. I stored the filter thinking I’d need it . The next year they sent another one! Lights on unit still green. I called and was able to return one but auto ship is a scam. That filter is good for 10 years! My lights are still green and I’m storing a big filter! I of course cancelled auto ship. Beware!

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 won't exchange it. After being a customer for 10+ years, I would hope that common sense customer service would take place, but unfortuantely it looks like they have a chance for a money grab and they went for it. Very short sided business thinking. Only reason I was given for not exchanging a color was that was their policy.

Have a whole filtration and descaling system since 2021. When I bought it, they claimed it uses chemical reaction to descale and soften water. We have water spots and white mineral spots on all of new in 2021 plumbing fixtures. I called customer svc and they passed me to tech and now they say what I bought was water conditioner not softener. They now sell a softener for 900 because so many people complained in 2024. The tech said it descales in the pipes but you must wipe immediately . I said how does it descale in the pipes but as soon as it hits air it does not?? Don’t buy it if you want soft water!!

I was a subscription and continuous warranty customer for over 9 years. When I had a problem and needed to use the warranty customer service was rude and made the process a hassle. Reading other reviews here, I see I’m not alone. It’s unbelievable they would treat 9 years of loyalty this way.

Your products and customer service sucks. I wouldn't buy another product or use one if you paid me. The shower filter leak from day one. Don't waste your money on their products

Beware canadian buyers! They ship through ups which has a big brokerage fee. For obvious commercial reasons, Aquasana doesn’t tell you what import fee you will have to pay but in my case, for a 124$usd filter, I had to pay 80$ cad. Don’t buy from them, buy Canadian instead!!

Writing one last review now that after 5 weeks of not drinking water, I finally have it fixed. It took 5 weeks of back and forth, and waiting on parts to arrive for me to finally get the stupid filter fixed. This started out with my first filter replacement. The first time I replaced it, the sumps leaked heavily upon turning the water on. Customer service told me to switch the bottom of the sumps which fixed it the first and second filter replacements. After that not only did it spew water all over my cabinet causing water damage, but I had to go back and forth with "customer service" for nearly 5 weeks before they finally sent me the correct parts to fix this. Now in their defense, I could only send 5-9 second videos at a time for some reason bigger videos would not go through email. However, what a horribly flawed warranty system to force a paying customer to do additional water damage to their cabinets just to send a video to diagnose a problem. The fist attempt at sending new o-rings was a fail with additional water damage done. And only after speaking to 3 different reps and having to review their parts list so that I can describe the appropriate part to them did they finally send out the correct parts. What a horribly flawed warranty system. I understand that they don't have in home service, but they sure need to find a better solution to handling failed parts and customer concerns.