ComplaintsforAqua Tru, LLC

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  AquaTru ************************* **************************************************************************** I bought your Carafe product on Feb 5, and my Tank failed in March, 3rd week.I called in about it, was mis-advised by your staff, treated poorly, and in fact, the advice I received voidedmy Warranty.In fact, I called back, after reading Manual, asked to be escalated to a a manager ******? Olizar? He called back 3/18/24, and when I told him what had happened- he refused to honor my requests for help and did not own or acknowledge that the product failure combined with wrong advice it by your own Manual's text on P. 13-has voided the Warranty I told your Manager: every day we can choose to do the best job possible and today, although your could have chosen differently, your did not serve me at the highest level. This is wholly unprofessional and unacceptable. My product- tank- broke when I washed it by hand using a paper towel, not even a sponge- to not abrade the tank. Staff gave me wrong advice and failed 120% to value me as a customer. They emailed me the same invoice/ 24X over 2 days. This is just not OK. It is harrassment.I assume you do not know your staff does these weird things like sending an invoice 24X, but they did. Staff member in question my complaint was escalated to: ******? Olizar? I do not have the spelling, but he did call me on 3/18/24, at 3:50 PM EST. He is the person who must have decided to send me 24 copies of my invoice over 2 days to punish me for being forthright and letting him know that we can -as people in ***************** work toward resolution to allow the customer and the company to both be satisfied. Instead, he sent me 24 emails and clearly, was disgruntled by me telling him we can choose to do the best job and resolve complaints to allow the be outcome for all.***** ******* Reloj ************** C

  Business response

  04/03/2024

  We received the complaint Ms. **************** filed with your office.  According to our records, Ms ****** contacted our customer service tech team on March 12, 2024 regarding an issue she was having with her Aqua Tru tank at which time our agent offered troubleshooting advice.   Ms. ***** contacted our tech support team again and we shipped her a new tank along with a descaling kit free of charge.  On March 28, 2024 Ms. ***** expressed dissatisfaction and we issued a full refund back to her method of payment and as a courtesy, we shipped her a new Aqua Tru unit.  In regards to the duplicate invoices sent to her, we had an untimely technical issue with our order system which generated invoices to several of our customers and unfortunately, Ms. ***** was among our customers who were sent automated invoices.  Please be assured that our agents were not at fault and in now way affiliated with this unfortunate system error, which has been fixed by our IT team.  We take every customer inquiry very seriously and in no way would intentionally inconvenience our customers.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 21st I ordered the Countertop Reverse Osmosis Water Purifier - Alkaline, I received it only a couple of days later and installed it per the instructions. After setting up the unit, it started leaking and the water had an odd scent and fishy taste.... I washed and let it run again last night but the scent was still there this morning.... so far this has been a horrible experience. Should I be concerned for my health for drinking the fishy water and how will I ever trust this product?

  Business response

  03/06/2024

  We thank you for forwarding *********************************' complaint to our office regarding her defective Aqua Tru unit.  We are so sorry for this unfortunate situation and have made several attempts to contact ****************, but have not been successful.  Please be advised that we processed a full refund back to ****************' method of payment.  Our customer service tech team will still continue to try and make contact with the customer to offer troubleshooting for the **********************, as well as offering the option for her to return the unit, at which point we would send a return label to retrieve it, so that our engineers can investigate.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 3 Aquatru Carafe water filter units, details below:1. Order #*****, Oct 2, 2022, $362.83 2. Order #*****, Dec 11, 2022, $379.46 3. Order #******, April 23, 2023, $301.23 Unit #1 & 2 have had problems with the filter light not turning off despite placing a new filter. When I had this problem with filter #1, I found information online and after trying a few different things, one of the solutions worked. Note that I have successfully replaced the filter on some occasions and I am familiar with the process of doing it correctly, as per the manual.The same problem happened with unit #2 (filter light will not turn off despite brand new filter). I tried the same troubleshooting techniques as last time and nothing worked. I contacted Aquatru support on Feb 6, **** and had a lengthy chat resulting in doing more troubleshooting according to the support person's instructions. I tried each suggestion twice and nothing worked. We ended the chat with him asking me to send the unit label, which I did, so he could send it to the technical team and that he would get back to me.February 8th and I haven't heard anything. I reply to the support ticket and hear nothing so I open a new ticket citing the original ticket's #. The support person does not read the thread, and replies with the same troubleshooting instructions that I have already tried twice and did not work. When I suggest he read the thread (I am waiting to hear back from the technical team, as per the original thread), he instructs me to take a video of me walking through the simple steps of resetting the unit.I've spent over $1,000 on 3 filter units plus $680 worth of filters. Two of the three filters have not correctly had the "change filter" light turn off despite following the instructions to a tee. The only reason the 3rd has not has this problem is probably because it has not yet reached the 1 year ***** I don't need the same useless support instructions. Replace the unit or give me a refund.

  Business response

  02/23/2024

  We thank you for forwarding ****************' complaint to our office.  Please be advised that we reach out to the customer and they confirmed that issues they were experiencing with their Aqua Tru units have been resolved.  We are so sorry that the issues were not addressed properly and have forwarded the customer's concerns to our customer service team to ensure that our agents are properly trained to take care of all customer inquiries.  As a courtesy, we offered the customer a 10% discount off a future order and also sent a set of four glass water bottles.  Once again, we are extremely sorry for the inconvenience this unfortunate situation has caused our customer.

  Customer response

  02/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********

• Initial Complaint

  01/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my aqua tru countertop match 4th 2023. From day one there was leaking and consistent issues with the machine turning off. I got the ** system to help filter toxins and reduce my toxic load while detoxing from mold. The filter light never comes on when it need to be changed so k have calculated it myself. I descale and clean the machine per the companys instructions. The water smells like mold no matter what I do. I have tried to contact customer service and nobody responds. The issue is a flawed design because you cannot access the parts that are the perfect breading ground for mold. I have asked for a refund and I am almost out of my one year warranty, even though *** been trying to contact for months. This machine is toxic in Itself and the customer service is lacking.

  Business response

  01/16/2024

  We thank you for forwarding ******************************************* complaint to our office.  We are so sorry that ******************** had to deal with this unfortunate situation with her Aqua Tru unit.  Our customer service tech team reached out to ******************** to  troubleshoot the issues she was having and decided to send her the new parts that are covered under warranty.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am and have been trying to find out if the filter in this machine contain mammal products. I HAVE ALPHA GAL A MAMMAL ALLERGY FROM LYME DISEASE, THEY WILL NOT HELP ME OR TELL ME. I GET HIVES AND RASHES ALL OVER MY BODY SINCE I PURCHASED THIS PURIFICATION SYSTEM.

  Business response

  12/26/2023

  We received the complaint ************************* filed with your office.  We take all customer inquiries very seriously, and are extremely vigilant when investigating all inquiries.  Our customer service tech team contacted ************** and assured her that the *** Tru and all components does not contain any mammal or mammal like substances.  As a courtesy, we processed a full refund back to her method of payment.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company advertises that the filter removes PFAS. When contacting the company several times to inquire if it removes PFNA, a PFAS/pfos, the company refuses to answer the question. I bought ****** filter based on this advertisement

  Business response

  12/18/2023

  We thank you for forwarding ************************************* complaint to our office. We are sorry that the Aqua Tru filter was not to her satisfaction and  processed a full refund back to her method of payment on December 14, 2023.  Our CS tech team also reached out to ******************** and provided her with our most recent data information for the Aqua Tru filters.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Would like a return for my under the counter water system that has not worked. I have tried to contact the company with no response. I would just like a refund for the water system as now I have to buy a new one from a different company.

  Business response

  12/06/2023

  We thank you for forwarding Ms. ******************************* complaint to our office.  We processed a full refund back to her method of payment and sent her a return label.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October 6th 2022, purchased Aqua Tru filter. Was working well and enjoyed filter several months without issue. At some point down the line filter would not function right away after cleaning tanks. As per instructions, I diligently cleaned both tanks once a week with soap and water and would dry them thoroughly . When I would replace freshly cleaned tanks onto filter base to filter water, would not work and would suddenly start functioning hours or days later. The filter would continue to filter more and more sporadically until finally stopped working all together. I contacted company on 4/25/23 -they tried to troubleshoot issue with me and ultimately ended up sending me a new base. ****** worked about a week, then stopped working again. Contacted them again on 5/17/23. After more troubleshotting attempts they sent me a new clean water tank. That did not resolve issue. It filtered a couple of times, stopped working again for about a week, and then started to work again sporadically. I contacted them for a third time 8/7/2023. They again tried to trouble shoot, however, quite frankly im frustrated with the amount of troubleshooting this machine requires. I requested a refund. They explained that I am beyond 30 day refund period. I requested a supervisor. The rep said that they would have a supervisor get back to me. No one contacted me. I have a month left of 1 year warranty to fix the non functioning filter. If they potentially sent me another new replacement part but then it stops working again after the one year warranty is up, then I'm out of luck and need to shell out more money to try to fix this thing. There is a troubleshooting section on there website just for filters that don't work after you clean them. Im clearly not the only one having this issue. When the product works I love how the water tastes however, ive lost confidence in the ability of this filter to do its job and cannot devote more time to trying to figure out what is wrong with it.

  Business response

  09/27/2023

  We thank you for forwarding ********************************* complaint to our office.  We are sorry that we were unable resolve the issues she was having with her Aqua Tru.  Per her request, we processed a full refund back to her credit card.

  Customer response

  10/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought 2 units 3.5 yrs ago. Despite regular use of both units the change filter lights haven't come on. On 7/15/23 a rep said we should never have unplugged the unit as it resets the unit as if the filters were never used. The manual doesn't say that the unit shouldn't be unplugged. I asked for a supervisor callback but no one called me for 5 weeks. On 8/22/23 I called again. ****** answered, said he was a supervisor & the unit shouldn't be unplugged. I asked him where it's written in the manual that the unit can't be unplugged. He said its on page 12, under LONG TERM STORAGE/VACATION: If leaving on vacation start by switching the unit off. I said one can't infer from this instruction that we should never disconnect the unit. He said Its common sense(to make that inference). I said *** moved homes, both my ********** have traveled a lot so the unit was disconnected many times. I expressed concern about drinking unfiltered water, he said the water was fine. When I asked him for evidence that the water was fine he asked, have you been sick in the past 3.5 years? My sister who was also on the phone call said yes she'd been sick. He asked an adversarial question, Can you connect your sickness with the water you drank? My sister asked for escalation to the corporate *********** said he was the highest authority we could speak to. We ended the call. There's a MAJOR FLAW in their countertop *************** trying to make it the customer's fault. NOTE: 1) Its a portable filter & can be disconnected 2) To get clean water from the unit, its filters need to be changed 3) The unit can track filter use ONLY if it's never unplugged 4) There is NO instruction in the manual that unplugging the unit will cause it to lose track of how much water has been filtered & the change filter lights will never come on. Weve been drinking unclean water for 2.5 years, which has contributed to my sisters hospitalization. Id like a full refund of $617.95 for both units

  Business response

  09/19/2023

  We received the complaint ***************************************** filed with your office.  We are sorry that we were unable to address ********************************** concerns with the Aqua Tru and per her request we issued a full refund back to her.  Because of the amount of time that have passed since she ordered the Aqua Tru we no longer have her payment information and refunded her $617.95 in form of a check that was mailed on September 15, 2023.

  Customer response

  10/07/2023

   
  Better Business Bureau:

  
  Aqua Tru has returned the full amount for both units that I had purchased.
  
  
  *************************************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a Countertop Reverse Osmosis Water Purifier on March 4, 2023, order number ******. The total for this product was $456.96 which I opted to pay over 3 months. After receiving the order, I was not happy with the product so decided to send it back. It was very expensive to send through the mail, but it made sense to do with the cost of the product. I called the company, received the instructions on how to do the return, and put my name and order number on the outside and inside of the box. I called about a month later asking about my refund, and was told it would take a couple of months to process the return. Now it is almost July so I called again asking about the refund. I was told I couldn't be given one without the tracking number which I no longer have. This company received the returned product months ago, and is now stealing my $456.96 because of inventory issues at their warehouse. I truly thought this was a reputable company, and can't believe this is happening.

  Business response

  07/20/2023

  We received *********************************** complaint filed with your office regarding her request for a refund of the merchandise she returned.  According to our records, ******************** purchased the Aqua Tru and opted to pay in three monthly installments.  She was only billed the first and second payments of $180.44 and $147.94, respectively. We processed a full refund back to her credit card on July 3, 2023 and cancelled the third payment.  

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