Latest Reviews and Complaints
Aqua Tru - I'm filing a complaint against Aqua Tru, LLC due to the machine damage caused by the inadequate maintenance information provided by the user
I'm filing a complaint against Aqua Tru, LLC due to the machine damage caused by the inadequate maintenance information provided by the user manual. I purchased my Aquatru unit on March 25. In May , I noticed that the filtering process has slowed down dramatically (takes over 1 hour, the normal range should be 12-15 minutes per cycle). I checked the product manual but didn't find anything helpful to solve this issue. I then looked up on their website and learnt that the machine needs to be descaled. I was unpleasantly surprised to find out about this information because it was not mentioned anywhere in the product manual. I've been taking great care of the machine since owning it from day one by following the recommended maintenance process described in the product manual but I've never performed the descaling process because it was not mentioned anywhere in the product manual. Nevertheless, I performed the descaling process twice with no success. I've also replaced all three filters prior to the descaling process as suggested by Aqua Tru. The filtering process is still ridiculously slow and the water comes out warm. I am extremely disappointed that the user manual provided did not have the complete maintenance instructions. They now have a video to demonstrate the descaling process on their website; but the video was not available to their consumers until January . My Aquatru unit is damaged due to the inadequate maintenance information provided by the user manual. I also downloaded the product manual from their website to check and unfortunately it still doesn't have any information about the descaling process. I'll attach the downloaded product manual as evidence. On May 5, I filed a complaint to Aqua Tru directly and received a response from them on May 6. In their response, they asked me several follow-up questions. I replied immediately on the same day but never heard back from them ever since. I also sent another two follow-up emails on May 7 and June 2 but didn't hear anything back.
The complaint has been investigated and resolved to the customer’s satisfaction.
Aqua Tru Reviews and Complaints
Aqua Tru’s earns a 5.0-star rating from 0 reviews and 1 complaints, showing that the majority of water purification system users are exceptionally satisfied with their water quality.
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Overview of Aqua Tru complaint handling
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Aqua Tru Contacts
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Aqua Tru phone numbers+1 (800) 220-6570+1 (800) 220-6570Click up if you have successfully reached Aqua Tru by calling +1 (800) 220-6570 phone number 0 0 users reported that they have successfully reached Aqua Tru by calling +1 (800) 220-6570 phone number Click down if you have unsuccessfully reached Aqua Tru by calling +1 (800) 220-6570 phone number 0 0 users reported that they have UNsuccessfully reached Aqua Tru by calling +1 (800) 220-6570 phone number
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Aqua Tru addressPO Box 9169, Van Nuys, California, 91409-9169, United States
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Checked and verified by Stan This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreSep 12, 2025
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I initially purchased this filtration system and filter indicator never lit up on base to prompt filter replacement. Company does not want to replace. I purchased this very costly filtration system and it's filters. Filters were to last approximately a year or x amount of water gallons filtered. After about a year later I noticed my filter light indicator never lit up since purchasing the unit as they claimed it would. I called customer service and they said that sometimes the filters may last more than a year or even 2.. depending on its usage. Waited another year and the unit filter replacement indicator never lit up.. ever. Now here we are, almost 3 years later and I called company once again and they said to just go ahead and mark my calendar to remind myself to change water filter every 6 months. She further stated that the unit I originally purchased was one of the first units that were shipped which had an issue with light indicator turning on. She further stated that they could replace the base to resolve the issue for $150! Why should I have to pay to have my filtration base replaced when I was shipped a faulty one to begin with!? This issue warranted a recall! This was a very expensive unit and I purchased it expecting to have an indication of when to change the filter. I was sold a faulty unit, I was never notified of the potential issue my system had, and as such I expect a replacement or refund. I truly hope this issue may be resolved as I do intend to seek legal remedy if nothing is done.