I received a unit, ordered late in 2016. Because I would not need it until I moved to a new location, I tucked away the unit and the extra filters. Then, on May 1st, the box was opened and I tried to set up the Countertop Filtration Unit. Then I realized that the power cord was missing. Next I realized that the only owner's manual was written in Cantonese.
Next I realized that I don't have everything I paid for, because the bottles of soluble alkaline lytes solution are also missing. When I looked more carefully at the paperwork, I discovered that I was charged $177.74 for "taxes" on a product worth USD $9.95. I live in Canada, so I should be charged GST, maybe HST and duty. Nothing is said about those things.
It gets worse. I looked for an address for Peter Spiegel, the CEO of AquaTru, And found one in Sherman Oaks, California, but it's bogus. It's a law firm, without an office for Mr. Spiegel. I tried to call Customer Service at 1-800-220-6570 twice between 10 AM and 12 AM PST, and I was told by a voice on an answering machine twice that I must be calling after hours. The same is true for calling the AquaTru phone number on my receipts, which is 1-800-220-6570.
My next move is to pull out all the stops. I will call Consumer Affairs, the FBI and other agencies who are better at hunting down scam artists and fraud artists than I am. While I'm at it I think I will call the Canadian government, to report their funny bookkeeping methods for charging "taxes".
At this point, I wish I had never heard of AquaTru. I can't honestly say that I trust them. I can honestly say that they sell an interesting product, but when it's incomplete and the manual is designed for citizens of the People's Republic of China instead of any English speaking country, it's totally useless!
My suggestion: if you think you like this product, based upon their videos and other online information, wait until you talk to them three times during regular business hours before you consider purchasing anything from them.