AquasanaReviews of aquasana.com

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!

Zero customer service. They sent a broken filter, ignored all my emails, and left my home without clean water for a week. I had to buy a ZeroWater pitcher to cope. Unbelievable negligence for an essential product.

I have had two major issues with this Aquasana system. First it the water filter came in damaged and leaked so it had to be re-ordered. The second is the water softener does NOT soften the water. my plumber has tested the water and is still in the extremely hard purple section of the test. Aquasana says that the water is just too hard and they can't soften it. Is that what a water softener does? DO NOT BUY THIS PRODUCT THEY DON'T STAND BEHIND THEIR PRODUCT!!!! YOU HAVE BEEN WARNED!!!

I used their services and refill filtered as well and never had issues