AquasanaReviews of aquasana.com

For the second time since I have had the filter installed it sprung a leak. Tiny pin hole leaks in the actual plastic - not at any of the connections. (so NOT and installer issue.) Once the manifold sprung a leak and then in a filter basket. There is water damage to the cabinet and flooring. So I removed the filter system. To add insult to injury, I had a set of filters, that were shipped on the subscription plan. The box for the filters are unopened and never used. Since I don't have/want the leaking filter system any more I asked to return the unopened filters. I was told they were beyond the 90 day return policy (by just a few days) and they would not accept the filters for return. Now I have $80 worth of filters that are brand new that I can't use. Their customer service and the quality of their products are abysmal!

The website is clunky, unusable, and confusing -- the ordering system is not transparent about shipping dates and is incredibly slow to send a sale confirmation or receipt, leaving you wondering if your order went through or not. I was triple charged for an item and was told I would have to pay for the shipping and would not be refunded the full amount I was initially charged. The customer service is understaffed, unknowledgeable, and useless. If I had known how bad the filter ordering process was ahead of time I would not have bought this product.

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. Probably the worst customer service and return policies I've experienced, their email doesnt even work on their website. I lost $100 for no reason.

Aquasana Home Filter Systems is one of the most frustrating, opaque, and customer-hostile companies I have ever dealt with. First, **they do NOT install their own systems**, **do NOT provide proper installation documentation**, and **do NOT provide any direct certified installers who are actually experts in their products**. They have a list on generic plumbers in the area, none of which says to be experts. You’re essentially on your own after purchase, which is unacceptable for an expensive whole-home filtration system. Their **warranty is intentionally written to protect Aquasana, not the customer**. It is vague, subjective, and structured in a way that makes it extremely easy for them to deny claims. There are **no defined timelines** for resolving issues — meaning they can take an **INDEFINITE amount of time** while you wait with a malfunctioning system. Even worse, Aquasana **does not have a clear procedure to determine whether a product is defective**. Instead, their warranty language states that *Aquasana must “believe” the product is defective*. The company appears **ignorant of its own warranties, policies, and procedures**. Customer service representatives will say whatever they think sounds good in the moment to calm you down, but they **cannot answer direct questions** and **refuse to provide anything in writing**. I spent **over an hour on the phone** with the Whole House Filter System replacement department, including a manager who was **rude, dismissive, and evasive**. He repeatedly tried to steer the conversation back to topics *he* wanted to discuss while **consistently ignoring my direct questions**. When I pointed this out, he **lied and claimed he was not avoiding my questions**. After I clearly demonstrated that he had ignored the same question for over an hour, he **refused to apologize**, stating he had “nothing to apologize for.” He then said he *could not answer my questions*, would “create a ticket,” and that **someone else (who I was not allowed to speak to)** might call me back at some unknown time. No accountability. No transparency. No professionalism. Aquasana sells premium-priced systems but delivers **substandard support, evasive warranty practices, and dismissive customer service**. Once they have your money, you are on your own.

Just poorly designed. I’ve had the under the sink system with four filters for a couple of years now. It’s always been a huge pain in the a$$ to change the filters. The system takes up a bunch of space underneath the sink and so does bulky tank. If you do buy the system, make sure you get a shut off installed right before the supply line to the filters because it’s going to leak half the time you have to change the filters and it’s going to be semi impossible to figure out what you’ve done wrong. I’ve had less trouble out of my whole house water filtration system installed in my garage. Connections are much more secure, and it only takes me a couple minutes to swap the filters out with no leaks.

They have the worse customer service. I have cancelled my recurring filter 3 times and they keep sending me filters.

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 to manufacturer - whoever that is. Thy also didnt mention poor pressure and noisy re-charge

Horrible customer service. I ordered a replacement filter because I’m having water pressure issues due to this filter and smelly water. It just was not shipping out. I emailed 3 times with no reply! I had to call. And I asked to speak to a manager and they never called me. I won’t do business with a company that acts this way. I’ve spent THOUSANDS here. No more!