Aquasana, Inc.

Ms*** * Thank you for taking the time to provide your feedback regarding Aquasana products and your overall dissatisfaction with the service that you receivedAquasana strives to meet every customer's expectation, and we clearly did not meet that goal with regards to your recent
interactionsOur customer service manager, Chandra Youngblood, will be reaching out to you directly this morning to offer a full refund on your drinking system.Regarding your product concerns, I can confirm that the drinking water filters that you were provided in February and again in April were the correct product and that this product is NSF certified for the contaminant reduction claims that we make on our website at www.aquasana.comAquasana does not manufacture or market any water softening cartridges that will fit into your AQ-countertop water filterPlease be assured that the product does not add sodium to the influent water, although the ion exchange process that removes the lead from influent water does add a potassium to the water as lead is removedAquasana holds itself to the highest standard and we ensure that all of our drinking water products deliver on this promise through the third-party certification process at NSF.I thank you for the opportunity to respond to your complaint and hope that you will feel that the refund of your system purchase price is a gesture in restoring your faith in Aquasana. Best, *** ***COO

Thank you for the opportunity to respond to this issueI apologize that you experienced this service from our organization as we strive to deliver exceptional serviceAt this time, I believe that our customer service leader has contacted you to resolve the issuePlease let me know if we can
provide further service to you.Best,*** ***

Aquasana regrets the delay in processing the customer order and the difficulty in reaching an easy resolutionAquasana unexpectedly experienced a shortage on the product in questionWe have dispatched the product today to the customer address on file and apologize for the inconvenience the
customer experienced

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Hello,I have had a positive resolution to a complaint that I filed on your site. I wanted to go online to say that I was happy with the way that the company responded to the complaint, but I was not able to log in using my phone or iPad.Thank you*** ***

Our Director of Sales has tried to contact Ms*** at the number she left Daytime Phone: *** *** He has made attempts, leaving a voicemail each time without any response back from Ms. ***.He will make one more attempt today to contact Ms
***

Mr/Mrs *** *I apologize for your recent experience in working with my organization and appreciate the opportunity that you have given Aquasana to respond to this issueIn reviewing your record, I found that we did have a business day delay in shipping your order from the time that your card
was charged - this was caused by an internal error that has now been correctedThe timeline that I recreated is shown below, highlighting the delay between order creation and shipment.
3/- Order created (charged card)3/5-3/-- No activity due to weekend
3/(Saturday) - Order Ships from our facility
3/- Customer receives tracking information e-mail
3/- You contacted Aquasana regarding late shipment
3/- Order is deliveredI additionally apologize that you did not receive the service that you expected, and upon which Aquasana prides itself, during your interaction on the 17th. In order to make amends for this issue, Aquasana will fully credit back the cost of this order*** *** our Customer Service Manager, will be in touch directly to complete this transaction.Best,*** ***

Complaint: ***
I am rejecting this response because:As the consumer, I was never (ever) made aware of a "Water for Life Program" In fact, I was never contacted after the purchase of this system other then the automatic shipments that started almost a year after purchase and installation of the home water system without any approval off of the credit card in their possession only because I had purchased the system with that card The use of this card for anything not approved by me is an unauthorized purchase While I had believed this was in error, I contacted the representative that I bought the system from after the first shipment of filters were received that were not requested (approx last December) This representative said at that time that I would be removed then, so I was willing to think this was an oversight until I had these two recent shipments and exorbitant charges occur without purchase As I stated in my originally filed complaint, I reached out again immediately to the sales representative that sold me the system telling her that use of my credit card was unauthorized for any reason and that I wanted the items returned immediately at their cost She said she no longer worked for the "sales" department and basically sent me away I then reached out to the number on the email that I had received on the unauthorized shipment and that woman adamantly refused to assist even though the email stated that I was in a trial program and could return the items Even after reading the email to her stating they could be returned, she went into a sales pitch on why I needed the filters and would not process the return or stop the charges It was a minute argument on the phone that followed by my moving up the management chain at Aquasauna to get resolution prior to filing fraud charges for the use of my credit card I contacted the credit card company and later that day saw the charges placed returned to my card, Aquasauna has yet to pay the $in shipping that it cost me to return the items under the UNPAID return authorization numbers The response from this company said they paid the return shipping - they have not Once I see that money returned to me, I will consider this matter closed I am not paying to return items that I never authorized to be shipped to my home with fraudulent use of my credit card
Regards,
*** ***

The customer, *** ***, purchased our complete well system back in Sept of for $This was inclusive of a whole house water filtration system, an IPB which is a system for the reduction of iron and Salt free Softener/descaler. This particular system is designed to reduce
scale build up on your pipes and inner workings of appliances that use water.The customer first reached out in August of with complaints that the iron tank was not working. Although she was beyond the day money back guarantee, We did give her a full refund for the Iron tank. The refund for the tank was 300.00The next time the customer reached out was mid-march this year with complaints regarding hard water. Our descaler, although referred to as a salt free softener, is not designed to soften water. It is designed for the removal of scale build up onlyBased on the time frame of the purchase along with the design of the system the customer was originally declined any additional refund.However, after doing more research on the account, I determined the best recourse would be to credit the customer back in full for the remaining amount of 2100.00. The customer was contacted to day and told that the refund was completed and she was pleased with the outcome.She did say she would notify you guys as well.Please let me know if you need any additional information*** ***
Customer Service Manager Midway Rd Haltom City, Tx 76117*** * ***

[redacted],Thank you for bringing this concern to our attention.  We are very sorry for the disappointment experienced by [redacted].  Let me first address a broader look at her concern with water softeners.  It is very common to find salt and salt-free water softener terminology used...

throughout the water filtration and softening industry.  Below are a couple of internet links that demonstrate this usage, including Aquasana’s site and general commerce sites:http://www.aquasana.com/salt-free-water-softeners/whole-house-simplysoft  http://www.sears.com/search=salt%20free%20water%20softener https://www.biotec...⇄  http://www.softwaterfiltration.com/salt-vs-salt-free/  On the Aquasana site (above link), we explain the difference in using a salt-free softener.  Below are a couple of screen shots to show the information, including a comparison between our salt-free system and a traditional salt softener.  In the last picture, is a blow-up of the Salt-Free information showing that Salt-Free will not reduce water spots.          In [redacted] specific purchase, the product was purchased from an eBay vendor, and not directly from Aquasana.  [redacted] notes the company as Top Value* USA.  I have tried to search for the Aquasana EQ-SS20 on the Top Value* USA section of eBay.  I found the seller on eBay, selling a variety of products ranging from sports equipment to household lamps. I was not able to find any of the Aquasana products, so I cannot identify what information was available for [redacted] at the time of her purchase.  [redacted] I was able to find a different vendor that does list the specifics of the salt-free system.  In the product description, you can see where the benefits are focused ensuring the hard minerals do not create scale.[redacted]  Unfortunately, based on the eBay vendor used, [redacted] did not get the right information needed to make the decision best for her situation.  I believe, because of this, there is a misconception of the term water softener.  However, there is no issue with the use of the term salt-free softener and Aquasana makes a focused effort to educate our customers and the people interested in learning about their water and how we can make it better.Please let me know if there are any questions or concerns with the information provided.If this is sufficient, can you please let us know that the response resolves the complaint #[redacted].Best Regards,[redacted]Vice President of Operations

Ms. [redacted] Thank you for reaching out and appraising Aquasana of this issue. On behalf of the organization, I apologize that we did not reach the high bar that we set for ourselves in terms of customer service and consistency. I have worked this back through our customer service organization...

and have found the email chain in question. Unfortunately, we had a breakdown in our returns process that is the base case of this issue.As of this morning, your refund has been processed. Typically, it take a few business days for the funds to reappear in your account once we send the refund. Please contact me directly should you have any further questions or concerns. I thank you for being an Aquasana customer and we hope to have the opportunity to earn your business back in the future.Best,[redacted]
[redacted]Aquasana, Inc.

Complaint: [redacted]
When I found the website selling the “Aquasana SimplySoft
Water Softener EQ-SS20”, I read the Ad, then went to the Aquasana website. The
Ads were exactly the same. The Sellers Ad was the Aquasana Ad, so I was not misled by the Seller. What
is misleading is the name and the Ad for the product says “Water Softener”. Attached is the Ad from then and now.
When I was on the Aquasana website, the “Simply Soft Water
Softener EQ-SS20” was hard to find, but I found it. Later when I tried to find
it, it would take me only to the “Simply Soft Salt Free Water Softener Replacement”
for EQ-SS20. The attachment, Aquasana sent to the Revdex.com was and is not on line for this product. The Ad has not
changed. On the website, under the replacement, the first line says: “LEARN MORE”, “Aquasana SimplySoft is
better than just a softener.”
I have since discovered something new. A little time after
the SimplySoft Water Softener was installed, my old coffee pot stopped working.
I purchased a KitchenAid Coffee Pot. The coffee tasted different (not better),
it also had what looked like a film on top of my cup of coffee and there would
be a sediment in the bottom of my cup. You could feel it on your tongue. I
purchased a new filter for the coffee pot. That did not work so I changed the
brands of coffee, twice. That did not work, so I contacted the Coffee Maker,
they sent me a new one, I returned the old one, nothing changed. I next tried a
Cuisinart Coffee pot, with the same results. I went back to a Mr. Coffee,
coffee pot, same thing.
Last week I was using a bottle of Distilled Water
and decided to try it in the Coffee Pot. The coffee tasted so much better,
there is no film on top, nor any sediment in the bottom of my cup. I am now
drinking bottled water, now that I know this.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[redacted],Thank you for bringing to our attention, [redacted] complaint about being in Aquasana’s Water for Life program.  [redacted] purchased a whole home system.  Because of the complexity of the whole home system, Aquasana makes every effort to contact each customer by phone to walk them through...

the system, as well as to offer the value of the Water for Life program.  In this program, Aquasana keeps track of the products purchased and the replacement parts needed to ensure the consumable items are available and replaced in a timely manner, a six month interval.  If the customer does not want to participate, the Water for Life program is not added to their order.  I confirmed this standard practice today with the Sales Director and Sales Manager responsible for the team that contacts the customers.Following [redacted] complaint to Aquasana on June 8,, 2017, a customer service supervisor spoke to [redacted] on June 15th.  The supervisor worked to ensure [redacted] understood the program and the value it brings to her home system, especially because [redacted] said she was planning to keep the system operating.  [redacted] indicated she did not want to participate.  The supervisor let her know the disputed amount would be credited back to her for the products and the shipping.  This is the last contact we have had with [redacted].At this time, I believe this issue to be resolved.Please let me know if this is sufficient information to close the complaint #[redacted].Thank you[redacted]Vice President of Operations

Thank you for your message and feedback regarding our product and the service experience that you encountered. We pride ourselves on delivering exceptional customer service to every Aquasana client and we clearly fell short in this case. If you would please contact me directly at...

[redacted] and provide the best day/time/phone number for a telephone call, I will have a manager reach out to you and provide a refund on your purchase.Additionally, rest assured that we will investigate our customer care logs and determine why you received the answers that you did to your questions. I appreciate the feedback and the opportunity to fix this issue.Best,[redacted]COOAquasana, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me once the payment back has been received as noted in their response.   Thank you sincerely for your assistance in this matter. 
Regards,
[redacted]

Hi [redacted],The below complaint has been resolved to the customer’s satisfaction.  I have given him a full refund for his product.  He has informed me that once the funds are reflected in his account, he will post a new message on your site stating that he’s pleased with the outcome.The...

complaint was submitted on 4/20/2018 and was assigned an ID of [redacted].  Thanks.[redacted]

Ms [redacted]We are in receipt of the complaint filed regarding the prefilter cartridges designed to work with the DV hose and prefilter assembly. We have reviewed the notes and see that you spoke with Joel H[redacted] regarding your concerns. I apologize for the fact that you felt the customer service...

was lacking and that the product is defective. Aquasana identified that some customers were having issues installing the prefilter cartridges and has taken steps to ensure that this is not an issue going forward. Please note that the cartridges must be squeezed in the housing to ensure a tight seal, but we do recognize that a single lot made it through our QA process before we realized the issue. Jeramy H[redacted], a manager in our customer service team, will be in touch with you to send out a new set of cartridges that will work in your system. Please contact Jeramy directly @ [redacted] if you have further issues or concerns and he will be able to address them directly. Thank you for allowing Aquasana to respond to this situation and thank you for your business. Best, Jay M[redacted]COO

Based on the feedback, a second, independent account review was conducted this morning (7/21/17).  We found the account review and response sent yesterday missed the note showing the return completed in June.  Based on this, the $40.00 credit is being processed this afternoon back to [redacted].  I expect she should see the credit in the next day or two. I am sorry [redacted]'s experience did not meet her expectations and that it took us this long to resolve her concerns.  I hope [redacted] is able to continue to enjoy the quality water she receives through her Aquasana system.   Please let me know if there are any additional concerns.[redacted]Vice President of Operations

I have reviewed the email that the customer received. I will send you the link, so you have visibility to the email, If you haven’t seen it. The top portion states “perfect pairing – free shipping on BOGO BUNDLES”From that point the bundles are broken down by BOGO BUNDLE category-   ...

          Drinking and ShowerBOGO bottlesBOGO Drinking water systems shower systemsBogo on Clean Water machine Dispenser or Pitcher. That is where the Bogo Bundle ends. The Whole House systems were on sale for 50% off only. Bogo’s are never offered on a whole home system.The bottom portion of the email is referencing the Bogo Deals only (gray portion blow), the whole home is not a part of nor is it included in any portion of the Bogo Bundles email.“BOGO: Buy one of the selected water filter systems with Water for Life and get one of the selected water filter systems of equal or lesser value at no additional cost. Limit one unit per household. Reverse osmosis systems excluded. Half off does not include filter bottles or Clean Water Machines.” If you’re needing anything else don’t hesitate to reach out.Thank you  
[redacted]Customer Service Manager6310 Midway Rd Haltom City, Tx 76117[redacted]