Aquasana Reviews

I've had their under counter reverse osmosis system for over a decade now. During that time I've dealt with leaks on 3 separate occasions, and each one damaged the space under my sink. When I called customer support, the staff was rude and dismissive. Now they're charging me for replacement housings even though I thought that stuff was covered under my Water for Life plan. I'm done with this company, plain and simple.

The website is clunky and confusing, and the ordering system is a nightmare. It doesn't clearly show shipping dates and takes forever to send confirmation or a receipt, so you're always left wondering if your order actually went through. I got charged 3 times for one item and when I called about it, they said I'd have to cover the shipping cost and wouldn't get back the full amount. Their customer service team is understaffed and doesn't know what they're doing. I never would have bought this if I'd known how bad the ordering process would be.

This system is just poorly thought out from the start. I've owned the under sink model with 4 filters for a couple years now and changing them is always a nightmare. It takes up so much room under there, and the tank is huge and bulky. Plus you'll definitely want a shut off valve installed right before the supply line because this thing leaks constantly whenever you're swapping filters, and honestly it's hard to figure out what you're doing wrong. In comparison, my whole house system in the garage works way better. The connections are solid, and I can swap filters in a couple minutes without any water everywhere.

Really disappointed with this purchase. I inherited an Aquasana system with the house and tried ordering replacement filters based on the part number in the manual. Turns out the actual part number has a plus sign that wasn't listed anywhere obvious. Took 2 weeks to arrive when I could've gotten it from Amazon overnight. When the filters showed up, they were way too small for what I needed. Called customer service expecting a return label, but nope, just got an address and a return number. Had to haul them to UPS myself and paid $16 out of pocket for shipping. Still waiting to see if they'll actually refund me.

These guys are the absolute worst. I used to order filters regularly for delivery to my California home, but they're based in Texas and it would always take around 4 weeks. Got so tired of waiting that I switched to ordering from Amazon for overnight service. Then my filter housing cracked and only they have replacements, so I was forced to go back to them. I told them about the slow shipping issue and they suggested I pay for expedited service. I agreed, but after a week of waiting with an active leak and my house at risk of flooding, I called and got zero concern from the guy on the phone. Nobody cares about customers there. Find another water company. This place has absolutely terrible service and the staff doesn't give a damn.

This company is absolutely terrible. For years I've ordered filters from them and every single time it takes about 4 weeks to reach me in California even though they're in Texas. Eventually I just switched to Amazon for next day delivery. Then one of my filter containers cracked and they're the only ones who carry the part, so I was stuck ordering from them again. I complained about the slow shipping and they said I could pay extra for faster delivery, so I did. A week went by and nothing showed up. I called to explain that I can't use my water because the container is leaking and I have a potential flood situation, and the rep acted like he didn't even care. The staff there is uncaring and useless. Stay away from this company. You'll get way better service elsewhere.

Don't fall for their salt free conditioner marketing. This thing doesn't actually remove calcium or magnesium, so you still get all the limescale buildup and water spots. Tried it and hated how the water felt taking a shower. Asked about returning it and they wouldn't do anything for me, so I had to eat the cost and buy a real water softening system instead. Calling it a conditioner and comparing it to salt systems is basically false advertising.

I prepaid for both the filter system and installation. When the plumber showed up, he said they only install on the hot water line. I asked why and he told me adding the whole house system would be another 1100 dollars on top of the 800 I'd already paid for installation. That didn't sound right to me so I questioned it, and he got defensive saying I clearly didn't understand plumbing. I tried calling Aquasana 7 times about this. Twice they said a supervisor would call me back but nobody ever did. I saw white mineral deposits coming out of the water, so I stopped payment on the filters. They called demanding a new payment method instead of addressing my concerns. I emailed asking for the legal department because I was planning to file a small claims case. Finally a plumber came out and explained the kitchen sink was isolated but the rest of the house was okay. He adjusted a couple tanks and that helped, but there were clearly issues from the start.

If you're in Canada, watch out. They don't tell you upfront that you're going to get hit with massive brokerage fees from shipping companies. It's going to add over a hundred dollars that they never mention, so you think you're getting a deal and then surprise. They also hide the currency on their site, so when something says 115 dollars you don't know it's actually USD and costs way more. The customer service team won't help explain any of this either. It's a dishonest company and I'm looking for a Canadian alternative instead.

This company doesn't prioritize customers like they should. My under sink RO system got a leak and I called support. They determined I needed new o-rings and sent an order, but still charged me for shipping even as a subscription member who should get free replacements and shipping. After a week of having a leaking unit nothing showed up. I followed up and found out they're out of stock and don't know when they'll have more. I asked if I could get a sump unit instead, and they said okay, but still making me pay shipping. I work in customer service and this should have been an obvious chance to turn me into a loyal customer. Instead they're nickel and diming me while I'm stuck with a broken system. They need to train their people to actually solve problems instead of protecting a few dollars.