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Complaint Details
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Initial Complaint
09/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have had my machine for about a year and a half. It has leaked since I got it. Then is has slowed down so much that it will 3hrs fo filter water. I contacted the company and ordered the de scaling kit. I descaled it 3X still so slow, then they told me to replace the reverser osmosis filter. So I got all new filters and replaced that. Still going so slow, and then when it gets to the top it will run and run with nothing happenening. So I descaled it again, nothing... still runs non stop and is taking even longer now with the brand new filters. At this point I have dumped $$$$ into this machine and it's not working. The water comes out hot, so it's like your drinking nasty hot water. It's now at the point that we have to turn it off and on. It's terrible. When I have looked for solutions or talked to a rep they just say to do what I have already done so many times. I am so upset!!! I need this to work, I have spent to much time and money on this machine.Business response
11/02/2022
Business Response /* (1000, 5, 2022/10/18) */ We thank you for forwarding Ms. ******* complaint to our attention. Please be advised that we expedited a new Aqua Tru to her and sent a return label to retrieve the defective unit. We also reached out to Ms. ***** and she confirmed receipt of the new Aqua Tru.Initial Complaint
09/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I placed an order for replacement filter on 8/10/22. Order number is *****. At the time, the website said the filter would ship out the last week of August. On 9/3/22 I realized I had no shipping update and reached out to customer support by email. I was told that AquaTru would open an investigation with the warehouse and would quickly reship my items. By 9/9/22, still no shipping update. Three days later I received a ***** tracking number. I was told to " allow 7-10 business days for the tracking information on the courier's website to be updated or for it to arrive at its destination. Counting from the 7th, the 10th day would be on September 21." Although I found this time frame ridiculous, I did wait it out. It is now 9/25/22 and the tracking status is still "pending" with the tracking history showing that my order has been sitting *********** since 9/7/22. If this is the kind of service I can expect to receive in the future, then I'd rather switch to another water purification solution with more reliable service.Business response
10/11/2022
Business Response /* (1000, 5, 2022/10/07) */ Thank you for bringing the customer's concern to our attention. Per our records, we attempted to reship the merchandise to the customer several times, but the package never left our warehouse. At this time we are stilling looking into the matter to find out what caused the delay. Please be advised that we reshipped the merchandise from our Head Office and received confirmation from Ms. ****** that she did receive the filter. As a courtesy for the inconvenience, we issued a full refund for $75.60 to her account. Consumer Response /* (2000, 7, 2022/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a call from the company and can verify that I received the items I ordered along with a full refund. It's still unclear to me how I never received an order from their warehouse despite three separate orders being generated, but am happy to finally have what I need.Initial Complaint
07/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On June 19, 2022 I ordered and paid for two #3 filters ********* for my Aqua Tru machine. This is my second time ordering replacement filters so I was already in their system. I had recently moved from Virginia to Florida. As part of my order, I updated my billing and shipping address. Within minutes of ordering, I got a confirmation email showing my old address as the shipping address. I immediately called and emailed. I spoke with ************ who assured me verbally and in an email that this was not a problem. He would contact the warehouse and correct my shippling and billing address. I told him I was surprised they were able to charge my credit card using the old address. I have also had conversations with (Management) ****** ******* (verbally and by email) again assuring me that my order was being process. I have verified that my filters are in stock. ALL I WANT IS MY TWO #3 FILTERS!!! Please help me. Thanking you in advance. ******Business response
08/03/2022
Business Response /* (1000, 5, 2022/07/26) */ Hi *** ********-Thank you for reaching out. The address was updated with the post office and the order is currently at your local post office for pick up per the tracking number. Friday, 7/22/2022 10:29 AM At U.S. Postal Service facility Accepted by U.S. Postal Service - Tracking ID XXXXXXXXXXXXXXXXXXXXXX LADY LAKE, FL 4:32 PM Delivery exception **** Box package available for pickup at local Post Office LADY LAKE, FL We are sorry for any inconvenience caused. I have emailed **. ******** directly as well to let her know. Thank you- Consumer Response /* (2000, 8, 2022/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received my filters. Thank you .Initial Complaint
02/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased AquaTru in July 2021 and less than six months later the water started smelling moldy no matter what I do. There is a one year warranty. We do not have hard water. I have de-scaled, deep cleaned, and changed filters. Nothing has worked. I have called customer service and they are incredibly rude and unhelpful. Since I was unsuccessful reaching a solution on the phone, I left a polite message on this company's ********* where I was blocked instead of responded to. I couldn't believe how unprofessional they were. This device has a one year warranty so it is disappointing they will not either refund the machine or send a new one. The water smells terrible and it doesn't seem safe to drink. We are out of money to buy a device that produces safe, filtered water now.Business response
03/25/2022
Business Response /* (1000, 5, 2022/03/11) */ Hi ******, we are sorry that you had an issue with your unit and thank you for sharing your experience with Customer Service. Per our notes in your account, an agent called you on 3/2 and a new base was sent to you as well as a prepaid label to return the old base to us. Per *** tracking number ******************, they show that the new base was delivered to you on 3/10. A new VOC filter will also be sent but it is currently on back order. Again, we are very sorry for your experience and look forward to working with you and getting your unit working properly again. We will contact you to make sure you received the base we sent. Thank you-
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Customer Complaints Summary
28 total complaints in the last 3 years.
20 complaints closed in the last 12 months.