ComplaintsforAquaCal AutoPilot, Inc.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Aqua Cal Heater has failed multiple times in less than 5 years. September 2024, I requested a Warranty Claim which I was notified by Aqua Cal I must have a Licensed Electrician ensure there are no power issues prior to my Warranty Claim. They force you to agree to a bunch of disclaimers to even schedule an appointment. The Licensed Electrician came out and confirmed there was an issue with the Heater! I then was able to request my Aqua Cal Service. The Service Tech came out and didnt once check if the Unit even had Power. The Tech found that the Wires in the Unit fell contacting the refrigerant lines causing a hole in the refrigerant line. I was informed it was a quick/easy repair and he would work up my estimate. I was verbally told it would be ~$955 including the Service Fee. I asked for a copy of the estimate so I may review. The Tech Refused to share with me and I was told I must call the office. I told him we want the work done but needed to understand what I was paying for. The **** then responded by saying Im not doing the job. He packed up his stuff and left. I had no choice but to call the Aqua Cal Service number to be told their Resolution Team would be in contact ****. I then received a price of $1,195 via e-mail again with no explanation of work to be completed. I had to follow-up multiple times and was only told the case is open and someone will reach out. I finally was called 4 workdays later not by the Resolution Team as promised but only to be told basically the same thing. We cannot provide you a detailed estimate. This is the cost of the Job. However, there is still no indication of what I am paying for. Aqua Cal Warranty is a joke, and their **************** is terrible. Their Units fail every few years and even with a warranty be expected to take multiple days off work and pay ~$1,000 per occurrence.

  Business response

  10/03/2024

  Thank you for bringing your concerns to our attention. The equipment on file was installed in 2019 and is currently under a parts-only warranty. Regarding the disclaimers shared by our customer support team, we provide information about site conditions not being covered under warranty to ensure complete transparency. Our goal is to keep our customers fully informed about what is and isnt covered, helping to prevent any confusion during the service process.
  As for the repair quote, our records show that the equipment was evaluated by our technician on 09/20, and a quote, including the repair and service charge, was sent to the email address on file that same day at 1:20 PM. I also see that you spoke with a representative from our resolution team on 09/25 regarding the cost. While we offered a discount, it was declined. If you should change your mind, were happy to honor the discount offered for the next 90 days.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a new pool heater a few months ago. It malfunctioned and the blades somehow became bent and stopped functioning. After six weeks of calls to AquaCal, we still have no pending date of installation. We get the run around and promises to call tomorrow with an appointment. Zero action. I am planning to try and retract the payment that was sent in before since the service really hasnt been completed. Its been nearly two months without any progress. Ive not ever experienced such poor customer service. In reading the reviews, however, it seems on brand.

  Business response

  05/20/2024

  Thank you for bringing your recent experience to our attention.We sincerely apologize for any inconvenience caused by the delay in our service response time. Ensuring prompt and efficient assistance is a priority for us,and we regret that we fell short of meeting your expectations. 

  I see that our AquaCal factory representatives completed your heat pump repair on May 13th, 2024. The unit was tested and confirmed to be operating at manufacturers specifications. 

  If you have any further concerns or if there's anything else we can assist you with, please don't hesitate to reach out to us directly. Your satisfaction is important to us, and we are here to ensure that your future interactions with us are nothing short of excellent.

  Customer response

  05/21/2024

   
  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

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called 11/30/2023 for warranty service on our Aquacal pool heater. Told 2-3 weeks. Two weeks I called to see If I was on the schedule. Told call in a week. Called in one week and told call next week if no appointment yet. Called now four weeks into wait and told call one more week. Called 1/3 and told expedited request would be sent and should hear in 24 hours. Called 1/4 and told expedited appeal *** not have been done but would be done and should hear 1/4 or today 1/5. Called 1/5 and told had been expedited yesterday and should hear today but no call or eta. It has been over 5 weeks since I called for warranty service and no appointment set up yet and no warranty lived up to.

  Business response

  01/29/2024

  AquaCal scheduled a factory technician to service ********************** heat pump on January 16th. On January 12th the service call was cancelled in our system as ****************** had contacted our warranty service partner, Done Right Pool Heating, to handle the repair. Done Right confirmed that their technician was out on January 15th to complete the heat pump repair and the parts were covered under factory warranty. 

  Customer response

  01/31/2024

   
  Complaint: 21105765
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  over 7 weeks from the date I asked for warranty service and multiple calls later I received a call saying they would send someone out. By that time I had found someone to repair the unit on my own. The company I used does warranty service and is located in my town. Done Right said had I called them they could have fixed our heat pump under warranty within a few days from the initial call which was in fact how quickly they responded once I found them by myself. No help from AquaCal. I wasted over $100 of electricity and 6 weeks of not being able to use our pool. And the heater is only a little over two years old. AquaCal cost me money and time lost of pool use. Absolutely horrible warranty support. Oh and despite me calling the number on the heat pump direct to AquaCal as instructed. And when the women called 7 weeks out and I told her I had gotten it fixed on my own I asked if she knew Done Right was available for warranty service she said yes. I had asked at 3 weeks out if I had local warranty service companies and was told no and given out of town non warranty repair companies. Worst customer care Ive ever experienced bar none. And no apologies of offer of recompense. 

  Business response

  02/12/2024

  I apologize for the delay and misunderstanding. As discussed, we'll set up a clean and check service call for your heat pump in October at no charge to you so that we can be sure that your heat pump is operating properly before the next winter season. 

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As of 1/5/24 I am unable to get AquaCal to provide service on their pool heater equipment that is under a 7-year warranty. The unit is 5 years old with minimal usage as we are located in *******.This has been going on since April 2023 when I was told the capacitor needed to be replaced. It had been replaced two years prior. I paid $388 for the service from one of their subcontractors. Unit still did not work.One of AquaCal techs came out and said the expansion valve needed replacement - estimate $885 & communicated via text while I was at work. Numerous emails with customer service & a supervisor to get quote in writing. Numerous calls and emails to discuss quote & service. ****** later find out that both of these people no longer work at the company.******** the entire case with Stevano, another customer service person in December who was new and "will escalate to a supervisor". No reply and started over with yet another employee ********** and forwarded quote per request by email. It has been 3 weeks and no reply.

  Business response

  01/31/2024

  AquaCal factory technician, *************************, completed the heat pump repair on January 23rd. There was no charge to ************** for this work order. 

  Customer response

  02/01/2024

   
  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.

  
  For the record -  I do not understand why the previous tech said the expansion valve needed to be replaced and quoted $885 for the job. Only to have the next tech, ***** run a diagnostic and add refrigerant. I will continue to monitor the unit and hope for the best.

  Sincerely,
  ***********************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aqua cal head office email has now ignored our emails for completion of warranty defective parts or the entire unit to be replaced per their ************************* a senior tech and kind gentleman based on phone # ************, confirmed to ******* our manager that our pool heater unit was defective and leaking and need parts or otherwise immediate replacement. Since ****** confirmed this, we have not heard anything from the business. ****** said nearly a month ago the part should have been ordered and replaced by now.We have emailed and texted various persons we have communicated, and been ignored.At this point since they can not & clearly have no intention to do the repair, we will expect a new replacement or refund in full since they are unwilling to do the repair and we have lost total ****************** in the scam of the extended warranty protection they sold us which as you know is a criminal action if we decide to pursue it based on the response from Aqua Cal.In the interim, we are also asking ******** on your side locally to cover what the BBB & the AquaCal business will be doing to get this pool heater replaced properly.

  Business response

  12/06/2023

  AquaCal technician ************************* was out on 11/13/23 to diagnose the heat pump and determined that a condenser replacement is needed. The replacement part was delayed, but just became available and is shipping this week. ****** is scheduled to complete the repair, weather permitting, on 11/08/23. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called service provider. I was told there was a three week wait . I made several Phone calls as well as emails to expedite work. A disabled person uses this pool daily for rehab. The service request has not been done. There is not appt set up. Please expedite this service.

  Business response

  11/28/2023

  **************, ***************************, was out at the property on 11/20/2023 and found the condenser was leaking water and would need to be replaced. ***** installed a bypass which allows the water to bypass the heat pump while the circulation pump is running to stop the leak until the repairs can be completed. The heat pump is out of full warranty status, so ***** left a quote for the repair. We've reviewed the ******* information and will cover the repair, both parts and labor, as a courtesy. Once the parts are available, we'll schedule a return service call. 

  Customer response

  11/30/2023

  This verbal response was taken by BBB.

  Please provide an estimate timeline for repairs. Thank you.

  Business response

  12/06/2023

  The part shipped out this week. The AquaCal technician will return to complete the repair on 12/11/23, weather permitting. Our dispatch department will call to confirm the appointment on 12/08/23.

  Customer response

  12/07/2023

   
  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

  06/26/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Pool contractor installed faulty under sized equipment. Aqua cal territory manager has repeatedly said the equipment will be repaired and replaced with correct size its been 7 weeks still neither the repair or proper sized equipment has been done or installed.

  Business response

  06/30/2023

  AquaCal contracted Cool Pools to swap out their heater.  This was completed on 6/27 at 9 AM

  Customer response

  07/03/2023

   
  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

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased and had installed a ChlorSync pool chorinator in Feb, 2023. The cell went bad. This company is completely unresponsive to the warranty. They do not answer their phones. I have been trying to reach them for nearly a month. I got the name of one of their alleged warranty service person, (******) who alleges he ordered a part two weeks ago. He doesn't respond either. My salt system is 3 months old and does not work. There is ZERO customer service with ********************** Auto Pilot. I will await another week and will contact the ** Attorney General.

  Business response

  06/14/2023

  We spoke to our service partner, Pool Pro Monday (6/12).  We shipped a new system to Pool Pro Monday for the ******** residence.  It shows delivery by end of day today.  

  UPS tracking 1Z3726570374668870

   

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I work for ************* the management ******* of *** ********************. Aquacal sold them a pool heater. In February of 2023 the compressor within the pool heater grounded. This part is covered under their warranty, which they have already acknowledged. ***y have been claiming since February that they will send a tech to replace this part. It is now 6/7 and the part was never replaced. *** Association is demanding that the compressor be replaced immediately or a refund for the pool heater to be issued to the Association in a timely manner. *** dispatch # for the claim is #******

  Business response

  06/22/2023

  Good Afternoon!  I apologize for my lack of response, I didn't see the initial complaint.  

  We do see that these repairs have been completed by *** & Ferr last week, 6/16.

  Customer response

  06/26/2023

   
  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

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have heat pump still under warranty. I contacted aqua cal on 4/11/23 and was told parts would ship out in 2-4 weeks. I have been getting runaround since. Can never speak to supervisor. Each time I call I am told they have no idea when parts will be in. All I want is to find out when they expect parts and when I can expect them to arrive. "I don't know when they will come in" is not acceptable. I also want to speak to someone in charge and that seems to be impossible.

  Business response

  05/24/2023

  ************************* spoke to our customer support supervisor,*********************, this morning around 10:00.  ***** contacted our service partner Just Air.  Just Air will be handling this repair for her. ***** was able to confirm all needed parts will ship next week but he is still waiting on an exact ship date.  He relayed all of this information to her this morning.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩