ComplaintsforAqua Pro Systems

• Initial Complaint

  06/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an Aqua Pro 800 Heat Pump in 2019 for $3600 from a local pool company. I turned on the heat pump this year and received an error code 888, which was constant. I reset the circuit breaker and turned everything back on and received another error code, OEA, which is not listed in the manual. I contacted Aqua Pro customer service and spoke with Jen who seemed less than enthused to help. I explained I called 12 pool companies/electrians and no one will service the heat pump. The pool company I purchased it from closed during Covid. Jen gave me the name of business that would service the pump in my area. I called them and they said they do not work on Aqua Pro heat pumps. I called Aqua Pro customer service and spoke with Jen again. Her suggestion was to replace the display board for $250, which was back ordered 2 weeks. I ordered the board and I paid $190 for an electrician to come out to install it. They installed the board and there was no change. The unit would not operate, nor could you operate the buttons on the display board. I called Aqua Pro again and Jen suggested purchasing the internal board for $350, which I did. I paid $190 for the electrician to install the internal board, which caused the status light to come on the board, but the unit was not working. The electrician wondered if the water temp sensor was indicating the water temp was higher than the desired temp and that is why it wouldnt turn on to heat. Needless to say, we have close to $1,200 in board replacements and electrician visits and we are no further ahead than when we opened the pool a month ago. Our pool temp in ** is a balmy 57 degrees. This heat pump is basically a paper weight in our backyard. We are getting no where with Aqua Pro / Intermatic besides purchasing new boards, which obviously we didnt need. There is no tech service available for Aqua Pro. I have sent photos, sales receipts, etc with no resolution. We simply want help!

  Customer response

  07/07/2023

  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.

  Date: Thu, Jul 6, 2023 at 10:07 PM

  Regarding complaint #********. I received multiple calls from representatives. They agreed to replace the panel boards and heat sensor at no cost to me. However, I was responsible for the labor cost of the two electrician visits. Matter resolved!

  
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had purchased a Jacuzzi 140,000 BTU electric heat pump through ******** ***** on 11/30/2020. Leslie's installed it on 12/10/2020. I understand it is manufactured by AquaPro. I have had many ongoing problems with this unit breaking down. Technicians were sent out multiple times and replaced multiple parts. At one point AquaPro said the problem was that my house does not have gutters, which causes rain water to go into the unit, and that they refuse to make further repairs until gutters are installed. Although I did not believe that was the problem, I agreed and paid close to $1,000 to have gutters installed. AquaPro sent out another part after the gutters were installed, but the unit still keeps breaking down. One technician confirmed my belief that the vast majority of these units are installed in very similar locations and that rarely are gutters present. At this point they have stopped replacing parts and stopped sending technicians. I have called them several times asking for a resolution, which has not been provided. I fear they are just letting time pass until the 2-year warranty expires. The unit remains broken. I am asking for AquaPro to please address this issue. The entire unit probably needs to be replaced with a new one if all the previous part replacements have not resolved the issue.

  Business response

  10/17/2022

  As the manufacturer of the the heat pump we honor any warranty on the products that we produce. Anytime we see the same issue happen repeatedly we try to determine if there are any underlying issues at site. After reviewing photos provided by the customer we saw that the heat pump was installed underneath an overhang without a gutter, allowing for water to pour directly into the unit. For proper installation we did advise the customer to either move the unit from underneath the overhang or to move it to another location. We have been in communication with the customer and went over that we are in the development of new technology that will replace the current control board on the unit, which he continues to have problems with. This new technology will be available in the near future, and once it is we send a technician to repair the customer's heat pump.  It is extremely rare for a product to continue to have the same problem over and over again, that is why we believe the best solution would be to upgrade the customer's heat pump and install our new technology. 

  Customer response

  10/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *******

  
  I paid for professional installation. The installation is absolutely typical. The vast majority of heaters are installed in exactly the same type of location (just look around my development). My prior heater was in this exact location and ran for many years without problems. This is clearly not an issue at the site. This has also been validated by technicians who see these same heaters installed in exactly the same type of locations and run problem-free. I did, however have gutters installed costing close to $1,000 and notified AquaPro. They replaced another part after the gutters, but it did not change the situation.
  Other than “we are working on a longer-term solution”, this is the first I am hearing about a new technology. While I do appreciate the parts and on-site technicians that AquaPro has sent as well as their efforts for a future technology, the unit remains broken during the warranty period. It has been broken for most of this year and that unacceptable, especially as we move into the cooler season. If the unit needs to be replaced, then it should be. If for no other reason, simply in the name of customer service and to alleviate my ongoing frustrations with this. The panel has been removed and screwed back on so often that some of the screw holes have become stripped and don’t hold screws on anymore.
  

  Business response

  10/20/2022

  We have been in contact with the customer and have agreed to replace the heat pump per his request. 

  Customer response

  10/23/2022

  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. They have said that they agree to replace the heat pump, which I am in agreement with, as this was per my request. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pool in April 2022, set up in May 2022. The hoses had holes in them. Replacement was sent for all but one. Communication with the company was nonexistent and had to be done through a 3rd party as you will see in the email chain. September 2022 my hoses have holes again. Not a good product and needs replaced with something durable.

  Business response

  10/03/2022

  We received notification from our retailer that the customer was having an issue with her hoses in May, and replacements were sent out to correct the issue under warranty. We have reached out to the customer and are currently waiting on a response in order to get current problem addressed. Any replacement parts needed are still covered under warranty for this system. 

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought Aqua Pro *** *** *** *** Electric Heat Pump in 5/2020. I've used it for two summers now, however this summer it is not functioning. When I called the company on 6/7/22, they asked me for pictures which I sent. They told me they would send a technician to make an assessment. I never received a phone call nor a status update. I keep calling to no avail. Finally on Monday, 6/13/22 I was able to speak to Fatima who asked me to send the entire set up for the warranty department. All along they assured me the turn around time is from 24-48 hours. No one called me, so I kept calling and following up. They kept placing me on hold and when someone came on the line, they said they would call me back. No one called. I was told to call in the morning as that is a low volume call. I did and no one had an update. Finally at 11AM, I received my very first call from Niky who stated that my heat pump may not be covered and that I would have to buy a new unit. They said the reason was because we may have cracked the unit ourselves. This can not be because the unit get winterized with no water, it is covered and under our deck, away from anything around it whatsoever. They kept saying that we "probably" did something to cause that, but we have not. I requested to speak to the manager or supervisor. He stated I should call back at 1PM because the manager was not there. I called and got Fatima again. I requested to speak to the manager and/or warranty department, but was told they are too busy and will not be able to speak with me. This is unacceptable and I would like your help.

  Business response

  06/28/2022

  We initially received a call from the customer on 6/7/22, where she stated that her equipment had an internal crack. As the manufacturer we requested information from her including photos and a purchase receipt. As shown in the photo provided by the customer there is a crack in the PVC. We attempted to explain to the customer that PVC does not just fall apart, and had it been a manufacturing issue it would have presented itself immediately, not after being installed for over 2 years. In addition to these facts the parts warranty on this unit expired on 5/14/22. Please contact our office with any further questions.

  Customer response

  06/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I was not informed of any of the said forth information. I was told that they would get a technician out to my house to inspect the unit which never occurred. I asked to speak with the team making the determinations and/or the supervisor to no avail. If the unit was not a manufacture issue then why was I promised a technician coming out in no more than 48hours to my home. Also my set up is a professional set up that was done by licensed electrician and handymen. There is no way that this could have occurred on any other terms than a manufacture malfunction. The unit is under my deck and winterized for winter with no way to have any damages other than there being a manufacture issue. Lastly, regarding the 5/14/22 date, I was told that the team was going to provide me with an extended courtesy to repair my unit.  
  
  Regards,
  
  ******* *******
  

  Business response

  06/30/2022

  When the customer contacted our office and described the problem with the heat pump we asked for certain documentation in order to verify the issue and to determine the warranty status of the product. When the customer submitted the requested information it was determined that the warranty on the unit had expired. The heat pump was covered under labor warranty for a term of 1 year from the date of purchase, and had expired on 5/14/21.
  In addition, while the heat pump may have been installed by the proper professionals, the damage caused to the unit did not happen upon install, but rather 2 years later. As stated in our previous reply PVC does not just crack, and the damage caused to this unit is not a manufacturing defect, and would not have been covered by our office even if the warranty was still valid.

  Customer response

  06/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  As previously mentioned, this was never explained to me rather I got the run around and extensive long hold times to speak to anyone who then came on the line to simply tell me that someone would get back to me. I am requesting you to present with the history of phone calls and conversation notes. This way we can see who is telling the truth. Additionally, I am requesting that you let me know how you came to a determination that it is not a manufacture of unit malfunction. I am attaching the guidelines for this unit that I found which states it has a 5 year warranty versus the 2 year that you are mentioning. Overall I would like to come to an agreement that is feasible for me as the customer and you as the business. I am not in agreement with you stating I have to buy a whole new unit instead of finding ways to repair the one I already have. This is a very expensive unit that I paid for and it is not right for your to simply say I need to buy a whole new unit. Is is that the lifetime of this unit is only 2 years after which point you expect customers to buy a whole brand new unit? Please advise. 

  
  Regards,
  
  ******* *******
  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Heater purchased on 8/7/2021. Pool scheduled to open May 4, 2022. Heater is leaking. Pool cannot be opened and filter cannot operate since the heater is leaking. Contacted Aqua Pro Systems, LLC on May 4, 2022 regarding leaking heater. Heater is still covered by warranty. Mandy at Aqua Pro Systems said that they need to have their technician come and look at heater. She said she would schedule a technician. We have not heard from her since May 4, 2022. She does not answer our calls and no one will provide us with her email. We have been calling everyday and every day they place us on hold with no one answering

  Business response

  09/26/2022

  The initial call about the customer's heat pump was placed to our office on 5/4/22 from the retailer where the customer purchased the product. We spoke with the customer the following day to confirm exactly what the issue was, however very limited information was provided. Even though we did not have all the necessary information to proceed with a warranty claim we did agree to send out a technician to perform a diagnosis. While we were working to coordinate scheduling an appointment with one of service stations, the customer continued to contact the retailer demanding a refund. In an effort to get the issue resolved with the customer as quickly as possible we agreed to work with our retailer and the customer was issued a full refund for the heat pump.
   
  Thank you,
  Mandy

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