Aquasana

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]

I have reviewed the email that the customer receivedI will send you the link, so you have visibility to the email, If you haven’t seen itThe 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 PitcherThat is where the Bogo Bundle endsThe Whole House systems were on sale for 50% off onlyBogo’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 costLimit one unit per householdReverse osmosis systems excludedHalf 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 ManagerMidway Rd Haltom City, Tx [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/and was assigned an ID of [redacted] Thanks.***

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 The business has requested to contact me directly to refund the money and resolve the issueMy direct contact is [redacted] and can be reached anytime between am to pm MST.Please forward this information to the business and look forward to hearing from them Regards, [redacted] ***

Ms [redacted] * Thank you for reaching out and appraising Aquasana of this issueOn 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 consistencyI have worked this back through our customer service organization and have found the email chain in questionUnfortunately, we had a breakdown in our returns process that is the base case of this issue.As of this morning, your refund has been processedTypically, it take a few business days for the funds to reappear in your account once we send the refundPlease contact me directly should you have any further questions or concernsI thank you for being an Aquasana customer and we hope to have the opportunity to earn your business back in the future.Best, [redacted] Aquasana, Inc

Ms [redacted] *We are in receipt of the complaint filed regarding the prefilter cartridges designed to work with the DV hose and prefilter assemblyWe have reviewed the notes and see that you spoke with Joel H [redacted] regarding your concernsI apologize for the fact that you felt the customer service was lacking and that the product is defectiveAquasana identified that some customers were having issues installing the prefilter cartridges and has taken steps to ensure that this is not an issue going forwardPlease 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 issueJeramy H***, 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 systemPlease contact Jeramy directly @ [redacted] if you have further issues or concerns and he will be able to address them directlyThank you for allowing Aquasana to respond to this situation and thank you for your businessBest, Jay M***COO

[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 ***.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

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]

[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.biotechwater.com/salt-vs-salt-free-water-softeners/ 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 blof 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 [redacted] USA I have tried to search for the Aquasana EQ-SSon the Top Value [redacted] USA section of eBay I found the seller on eBay, selling a variety of products ranging from sports equipment to household lampsI 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

We have reached out to the customer, waiting to hear back to complete resolution. Offering reimbursement excluding duties

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and am waiting to decide a response pending further discussions with Aquasana This is not a rejection of COO [redacted] response but a hold To keep all informed, here is the status:I have been in Communication with Aquasana's customer service representative [redacted] who has been very prompt, professional, and courteous She has refunded the amount of my purchase She also informed me that Aquasan's filters put potassium in the water, not sodium Potassium is just an alternative water softener to sodium Aquasana's own website lists it under its list of "contaminants": http://www.aquapurefilters.com/contaminants/152/potassium.htmlAgain, I do not want a water softener, and I do not want my water filters adding things to my water, only removing Potassium replaces the calcium and magnesium in the water, which are desirable minerals for health and should not be removed I do not have hard water in my neighborhood Prior Aquasana water purifier filters never added so much potassium to my water as to make it slimy and slippery and to cause crystals to form at the exit nozzle If Aquasana recently changed its filtration system, they should inform the customers The filters have not previously made the water slimy and slippery, so could Aquasana please answer why they are doing so now?Because I would prefer to remain an Aquasana customer, I expressed my desire to Ms [redacted] that Aquasana test the filters that were sent to me, and if they are able to determine an error and send me filters that do not have the same problem, then that would be the preferred solution Ms [redacted] has sent me a UPS shipping label to return the filters I will be able to return them next week as I am currently away from home I will return one set and keep another set for independent verification Regards, [redacted] ***

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 $credit is being processed this afternoon back to *** I expect she should see the credit in the next day or twoI am sorry ***'s experience did not meet her expectations and that it took us this long to resolve her concerns I hope *** 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