Ignacio R.
AquaTru has demonstrated gross…
AquaTru has demonstrated gross incompetence and a disregard for consumer safety. After reporting a safety-critical leak on April 6, 2026, I was subjected to over a month of missed deadlines and broken promises. April 9: A replacement was promised but never shipped. April 18: An 'escalation' was promised within 5 days; it took nearly a month for a response. April 22: The company sent a return label that expired before they even shipped the replacement. May 13: Only after I initiated a bank dispute did the company attempt to ship a part and process a refund. The logistical failure and lack of communication forced me to spend dozens of hours of personal and professional time managing their warranty breach. Even after the merchant confirmed a refund was processed on May 13th, they have continued to send unsolicited hardware to my home on consecutive days (May 14th and May 15th). I have refused all late shipments to ensure the merchant retains their property and I receive my promised refund. This lack of coordination further documents the company's total logistical failure.
Response from AquaTruMay 19, 2026
Hello Ignacio, We’re very sorry to hear about your experience, and we understand how frustrating this must have been. Our goal is always to provide excellent service and ensure you consistently enjoy clean, high‑quality water. We truly appreciate you sharing your feedback, as it helps us continue improving our products and customer support. We will carefully review the interactions our agents had with you to ensure they are following the correct processes so this does not happen again. Team AquaTru / Melissa