Aquasana Reviews 

Aquasana Scam – CEO Ignorant, Customers Ignored, Service Terrible

I’ve been paying full price for a 3-bottle system, but Aquasana tricked me by sending a smaller, cheaper 2-bottle system. I only discovered this after 5 years, but when I contacted CEO Todd Bartee twice by email, he completely ignored me.

There is no explanation, no refund, no action. His laziness and arrogance have spread to the entire company: employees now ignore promises, avoid responsibility, and provide terrible service.

This is fraud, unethical, and unacceptable. I strongly warn others to be careful with Aquasana.

I ordered filter from Aquasana Canadian website and signed up for deliveries every 6 months, waited over 2 weeks to get, and when it finally arrived with Canada post get slip with $30 duties on filters worth $59? I though I was ordering from Aquasana Canada? So I called them up to.see what they could do since i wasn't aware of duties from Canada, the rep said they come from USA!! You think they would advise you that duties are applicable!! She said if you refuse shipping there a 25% restocking fee!! I asked if there some sort.of discount she can apply and she said no!! Oh well thats the last Aquasana will see from me! Oh and they say I was prompted to check duties may apply, balony!!! I was on CANADIAN SITE!! funny how after this incident aquasana.ca is up forsale and no longer available!!! Totally despicable!! Btw still waiting for my refund over 2 weeks, I guess i have to get credit card company involved!! Total fraud!

I've been using Aquasana filters fir over 15 ( probably closer to 20)years for shower and kitchen sink. I have a small plastic unit that sits on my sink with a hose that goes to the faucet, and turns on and off to filter water for drinking. I just recently changed their overpriced filters ( about $60) for 2 tiny filters that I replace 2X a year. I have to pay my superintendent every time they are changed because the housing for these filters is so primitive, it is impossible to open and close. I called customer service early in the morning, or else its a 20-30 minute wait, to be told I have to trouble shoot two possible problems that could be causing thus. I explained to the customer service rep that I want to trouble shoot all possibilities at the same time. This would mean that Aquasana would have to send me new filters as well as a new hose for the cheap pkastic housing of filters. Ohhhh...but NO this company will not send both filters and cheap plastic hosing in order for them to save money, but I will have to pay my superintendent 1 or 2 more times to fix this problem!
I guess they rather save $3 ( max cost for the hoses) and not send them at the same time to accomodate me, then save a long time customer. Horrible, cheap company that diesnt give a shit about their customers.

Reply to Aquasana. NONSENSE! I told the representative from you company that everytime I have to do something, installation etc, of your parts I have to pay someone to open and close the housing for the filters. Thus housing is SO CHEAPLY MADE, that it is impossible to do one self. It's costing me more than the damn filters are worth. You know as well as I that these filters cost you very little, and to try a new tubing ( parts) costs pennies! Meanwhile it's costing me labour's costs that become more and more expensive. I swear to you that I will cancel these sink filters because I will end up paying for labour's more than uts worth. All because you are so cheap and your customer service stinks. GO AHEAD...TRY ME. and lose a customer of more than 15 years!!!

the filter was installed in a home during the purchase& sales negotiations. the water test after installation showed lead and arsenic in the water. these filters don't prevent lead or arsenic. the buyer and i returned the system. we were told we would recieve a full refund. we have a confirmation# in an email that the return was processed. we did not recieve our $2,445 dollars. we have been calling for months and the customer service Melissa, Aliyah, sales rep Dolly Rodela have all been lying to us saying the case is opened for investigation, saying the check is in the mail, saying whatever they can to stall for another 10 business days before we call back to hear a new story. they are not Better Business Accredited so you can't even submit an official complaint anywhere if they decide to screw you over. the return has been 3 months late. they even lied about when they sent the confirmation email! i'm telling them i'm looking at the email right now you're 4 weeks off. and they just smuggly continue lying. 100% do not purchase from this scam

I am batting two for two, first, Nine Line Apparel and now Aquasana. I have been a customer of Aquasana for over ten years. It seems that they have been taken over by A.O.Smith and Aquasana has gone from bad to miserable. I am a "water for life" customer with a guaranteed price and benefits that have since changed and not for the better. There is a price increase, benefits have changed, product supply is no longer the same, and now we need to pay for shipping for replacement parts. Returns are at the customer's expense and Aquasana has a 25% restocking fee. I strongly suggest that you DO NOT PURCHASE ANYTHING FROM AQUASANA!

We have an older reverse osmosis water filter. It has been awful from the get go. Arrived with broken and missing parts took weeks to get replacements. At fist company denied we had bought the filter from them! Since then it has caused 3 floods in our kitchen while changing filters. Now we seem to have another defective part which means we can't turn on the water in the kitchen. They are saying it will take up to 8 business days to get a replacement. Product and customer service are both awful. Not worth the money or trouble.

I ordered a RO system at 10pm, tried to cancel at 9am the next morning and couldn't- was told it already shipped. LIES! I had to pay for return shipping. It has been 13 days and no refund. I tried to leave a review on their website and they removed it. Don't buy from them!

Horrible company. Couldn't modify or cancel my order even though I made a mistake. Will never ever order from them again. They refused to cancel it even though it hadnt been shipped yet and I wanted to cancel immediatly after order

Bought house with Aquasana water filtration. Looked at info left with house and ordered replacement filters to part # on booklet. Well, so i thought. Aquasana in their infinite wisdom (not) has same part # with addition of the"+" symbol. 2 weeks to receive (could have had next day on amazon) Filters way smaller than needed. Contacted Aquasana and was told could return for refund. Thought I would get return label...nope! Just address and return #. Went to UPS and $16 bucks later they hopefully receive and refund my purchase money. Of course out the 16 bucks!

They did not ship the order from canadian warehouse and as a result I had to pay customs to the border to get it shipped to canada. They told me they will ship the next order from canada and that's not my problem I should not pay customs if they shipped it from Canada. And on top of that they told me if I dont accept the order they will charge me 25% restocking fee. They policy is hidden and they should not charge 25% fee when they can easily ship from the canadian warehouse and avoid extra customs for the customers.
Update: based on the company's response its not the first time I'm buying the filters and I indeed signed up for the subscription so the finters should be sent from canada.
New Update November 2025: after all this trouble and they assured me the subscriptions are all cancelled , instead they did not cancel it and I got charged again and they shipped filters again. If no resolution in 7days I will escalate further to Federal Trade Commission(FTC) , Bureau of consumer protection and the consumer financial protection bureau (cfpb).

WORST COMPANY IN THE WORLD!!! I used to get the water filters from them delivered to my home. They are in Texas and I am in California. Everytime I needed new filters, they would take about 4 weeks to get to my house! ENOUGH so I started ordering them on amazon to get them the next day. Now one of the filter holder containers cracked and ONLY THEY have them, so I had to order it from them UNFORTUNATELY!! I told them they take too long to ship. She told me to pay for expedited shipping and so I agreed to that to get them sooner. It's been a week nothing! I called them today to tell them that I can't leave the water on as the container is leaking, I can't ice, I can't drink water, WHERE ARE THE CONTAINERS, he didn't seem to know or give a crap that I had a flood in the house. DO YOURSELF A FAVOR DO NOT ORDER ANYTHING FROM THIS COMPANY. HORRIBLE HORRIBLE NON CARING EMPLOYEES, I WISHED I COULD HAVE CANCELEED THE ORDER AND i WOULD FIND ANOTHER WATER COMPANY SOURCE, AS YOU SEE FROM THE OTHER REVIEWS, THIS COMPANY SCORES A MINUS ZERO FOR CUSTOMER SERVICE.

Had the whole house system since 2018 and had to replace the system twice. The filters always leak between the tanks. First time, they replaced the filter and then one year later one of the filters leaked exactly in the same place. This time they wouldn't replace it because they said it was sun damage. Hard to believe since it isnt in the sun. What they were looking at is the filter medium leaking out between the tanks. I recommended this system to all of my neighbors and 5 of them bought it. Now they are having the same issue. If you are going to pay this much get a better built system.

Don't get suckered in with the "Salt-Free Conditioner" slogan. This product does not remove calcium or magnesium and therefore lime scale clogs and water spots still exist. Tried it only to hate the way the water felt in the shower. They would not honor any kind of return so I had to take the loss and go with a true softening system. Granted, they don't call it a softener, but comparing to a salt system is purely false advertising.

I prepaid for the filter system and the installation. During the installation, the plumber said "we only install this on the hot water side." I asked them why that was and he said it would cost an additional $1100 dollars to include the whole water system. (This was in addition to the $800 I had paid for installation.) I told him I had never heard of such a thing and he told me I obviously didn't know plumbing or construction.
I called Aquasana 7 times and was told twice that a supervisor would return my call. Nobody returned my call so I stopped payment on the replacement filters and they called to get a new payment method. When I told them I was not getting an answer and I was getting white minerals out of the water system I was again told a Supervisor would contact me.
I sent an email to customer service and requested the legal department contact me as I was going to file a small claims case against Aquasana and the installer.

On 5-20-25, The installing plumber (Rebel Plumbing) came out to the house and explained that the hook-up isolates the kitchen sink but the rest of the house was plumbed properly. He did have to switch two of the tanks but other than that, the problem was solved. The response from Rebel plumbing was quick and resolved my complaint.

If I could give them 0 stars I would. I ordered a direct connect filter system for my sink. When it arrived there was an additional charge for filter of >50% because it as being shipped to Canada. Buyer be ware. There is also a restocking fee of 25% if you reject the delivery. They have a 100% satisfaction guarantee - but then you have to accept the delivery, pay the duties and taxes and brokerage and then you have to pay to ship it back if you don't like it. Read the small print. Updated 06/09/2025 - Now that the system is fully returned I can share that the total cost to me was $120 after restocking fee, and return shipping. So, I paid $160 and was refunded $40 after returning the product. I wish I had done my research better - I hope trustpilot readers can benefit from my experience.

We did install Aquasana Rhino whole house system in October 2021. We were initially happy with result of filtration. 3 years later we started to have skin issues after taking shower. Skin was very itchy and when we flush toilet and run sink at same time water pressure drops significantly. We bypass the filtration system and issue with pressure is gone. That tells me filtration system is not functioning as it should. All pre-filters and post-filters are changed every 6 months, and both old filters are relatively clean. There is only two occupants in the house and we are pretty conservative with our water consumption. Our sprinkler system is not running thru the Aquasana filtration system. We have installed our system for only 3 years when issues started. I called customer support and mentioned that they claim 1,000,000 gallons or 10 years. They response was that we did not change pre-filter and post filter often enough. My recommendation is stay away from this brand unless you want to keep buying new system every 3 years !

As a dealer for this company for 20+ years, They somehow “cannot find my dealer record and will no longer be able to fulfill my orders”. I would like them to write a letter to all of my clients stating that they will not be able to provide filters to the faithful company that installed their products and services their filters.
I have referred hundreds of people to Aquasana. Not to mention the countless units I have installed. Now it looks like I’m looking for a new company to buy product from.
Buyer beware of a company that does not stand behind the people that made them who they are!

For 3 weeks, I have tried to cancel my shower filter subscription, but every time I call Aquasana, instead of letting me leave a message, their phone just cuts me off, thus Aquasana has made it impossible for me to cancel my subscription.

I then tried to cancel in my account where Aquasana tells me to call their customer service, which I already did many times. I also sent Aquasana an email from their website telling them to cancel my subscription and they just ignored my email, will never, ever purchase anything from Aquasana.

Eileen F.

They have a canadian site and still charge in usd ! The customs fees were 190$ for a 350usd purchse …
Customer services said that i should read the fine prints … never again

I have made multiple purchases from Aquasana, including shower filters, countertop kitchen water filters & most recently 2 clean water system units.

Unfortunately, I have had some recent bad experiences with Aquasana. One of my clean water units was not pumping and I called customer service to discuss solutions. The customer service representative did not offer any suggestions and was about ready to order a new unit. Then I asked if it made sense for me to remove the base & try to fix the pump. The representative then told me how he had a similar issue and how he got his clean water to work. So, I did not order the replacement and temporarily fixed my unit using his suggestion. I am disappointed he did not mention that before I was about to order a new unit.

Ultimately, my old clean water unit needed to be replaced. I ordered a new unit on Saturday 3/22 and, realizing that the old unit was not properly functioning and we needed the new unit faster than normal shipping, I paid for delivery within 3-6 days. Per the UPS tracking it did not ship until 3/26, 4 days after the order was accepted. When I call customer service and after waiting on hold for over 30 minutes, I was told that since the order was on a Saturday the 3-6 day shipping period would not start until Monday 3/24 and that per Aquasana’s records it shipped on Tuesday 3/5 even though UPS records show it did not leave a Texas location until 3/26. I was then told that if the unit was not received by 3/31 or 4/1, either 9 or 10 days after the order was accepted, I could request a refund for the accelerated shipping cost. This is deceptive customer service and I believe it is unacceptable. Not sure if I can recommend Aquasana or continue to use Aquasana.