I preordered my unit back in 2015 and it took several months for me to get it. Called several times for a status and apparently, the people who were currently ordering were getting their machines. I pitched such a fuss that they finally sent my machine. I got the machine and it didn't work. Did the troubleshooting routine and then was told it would need to be replaced. Didn't get the replacement for another month or two, which was probably around March or so of 2016.
Fast forward to now...The replacement unit started acting up in January of 2017. Called AquaTru customer service to troubleshoot and was advised to get replacement filters and if that didn't work, they'd replace the unit. Finally got the filters sometime in February 2017 and the machine was still struggling to work, but began to work but only for about a week or two.
Was travelling, so didn't have time to deal with it until I got back, so called AquaTru today (03/18/17) and explained the situation. Said they would not replace the machine because I had it more than a year; it's over the warranty. I called back and asked did they check to see when I got the replacement, because this isn't the original unit and don't you know they have no record of sending me a replacement. At that point, I demanded a refund for the replacement filters that I recently purchased that didn't correct the probably with the unit.
What also kills me is that they suggested that I buy another unit at a reduced cost of $199.99. My response was why would I do that when I know that this machine isn't designed to last more than a year. I've had two machines in a years time frame that demonstrated to me that I'd be sending a minimum of $199.99 for replacement machines. I think not!
The one positive thing I can say is that while the machine worked, it worked well. As far as it's longevity, I wouldn't count on it....I'm out of pocket on this adventure for about $350 as well.
Worst company and product I’ve ever dealt with. They sent me a defective unit, so I sent it back. They sent a defective replacement, so I sent it back. They sent a third one – again defective. Then they sent replacement filters. Still didn't work.
They twice sent items to the wrong address, even after I tripled-checked the address with them on the phone. I wasted hours on the phone with them and at the post office. When I’d ask to speak to a manager, I was always told they’re in a meeting. I asked for a manager and repair engineer to call me. No one ever called. One time I insisted they put a manager on the phone, and the rep (ironically named Angel) rudely shouted me down and then hung up on me.
I finally gave up and told them to send a refund – they said that after this whole nightmare, I’d have to pay return shipping. I finally got a rep who said they’d pay return shipping. Defective product, incompetent staff.
Aquatru offered pre-order in June of 2015. Received water filter system about eight months later. No information in the ordering/information telling customer about the weight of the system. I cannot lift it. Supposed to be counter-top and suppoed to be used anywhere. However, electricity and a plug are required so it cannot be used "anywhere". Company never divulged this. Company did not divulge the weight of the system nor did they warn seniors that it might be too heavy for frail old women to lift. Now, in their advertisements they tell customers that a refunt will be issued if there are long delays in delivery. There was an unprecented delay in delivery and no refund was ever offered. Also, there was no information initially about the cost of the filters (three are required) and there was no information given on the maintenance costs to replace the filters. Shortly after the main filter arrived, I was automatically sent replacement filter and charged nearly $150.00. Total loss to me is aproximately $350.00.
AquaTruWater LLC Reviews
I preordered my unit back in 2015 and it took several months for me to get it. Called several times for a status and apparently, the people who were currently ordering were getting their machines. I pitched such a fuss that they finally sent my machine. I got the machine and it didn't work. Did the troubleshooting routine and then was told it would need to be replaced. Didn't get the replacement for another month or two, which was probably around March or so of 2016.
Fast forward to now...The replacement unit started acting up in January of 2017. Called AquaTru customer service to troubleshoot and was advised to get replacement filters and if that didn't work, they'd replace the unit. Finally got the filters sometime in February 2017 and the machine was still struggling to work, but began to work but only for about a week or two.
Was travelling, so didn't have time to deal with it until I got back, so called AquaTru today (03/18/17) and explained the situation. Said they would not replace the machine because I had it more than a year; it's over the warranty. I called back and asked did they check to see when I got the replacement, because this isn't the original unit and don't you know they have no record of sending me a replacement. At that point, I demanded a refund for the replacement filters that I recently purchased that didn't correct the probably with the unit.
What also kills me is that they suggested that I buy another unit at a reduced cost of $199.99. My response was why would I do that when I know that this machine isn't designed to last more than a year. I've had two machines in a years time frame that demonstrated to me that I'd be sending a minimum of $199.99 for replacement machines. I think not!
The one positive thing I can say is that while the machine worked, it worked well. As far as it's longevity, I wouldn't count on it....I'm out of pocket on this adventure for about $350 as well.
Worst company and product I’ve ever dealt with. They sent me a defective unit, so I sent it back. They sent a defective replacement, so I sent it back. They sent a third one – again defective. Then they sent replacement filters. Still didn't work.
They twice sent items to the wrong address, even after I tripled-checked the address with them on the phone. I wasted hours on the phone with them and at the post office. When I’d ask to speak to a manager, I was always told they’re in a meeting. I asked for a manager and repair engineer to call me. No one ever called. One time I insisted they put a manager on the phone, and the rep (ironically named Angel) rudely shouted me down and then hung up on me.
I finally gave up and told them to send a refund – they said that after this whole nightmare, I’d have to pay return shipping. I finally got a rep who said they’d pay return shipping. Defective product, incompetent staff.
Aquatru offered pre-order in June of 2015. Received water filter system about eight months later. No information in the ordering/information telling customer about the weight of the system. I cannot lift it. Supposed to be counter-top and suppoed to be used anywhere. However, electricity and a plug are required so it cannot be used "anywhere". Company never divulged this. Company did not divulge the weight of the system nor did they warn seniors that it might be too heavy for frail old women to lift. Now, in their advertisements they tell customers that a refunt will be issued if there are long delays in delivery. There was an unprecented delay in delivery and no refund was ever offered. Also, there was no information initially about the cost of the filters (three are required) and there was no information given on the maintenance costs to replace the filters. Shortly after the main filter arrived, I was automatically sent replacement filter and charged nearly $150.00. Total loss to me is aproximately $350.00.