ComplaintsforAqua Science

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  THE PROBLEM WAS NOT THE REMOTE ,THE SERVICE MAN TURNED OFF THE SWITCH PANEL FOR THE REMOTE. WHEN **** SCEINCE WASNOT KNOWING WHAT THEY WERE DOING ,I CALLEDPACIFIC MIST,***** CHECKED .IN ABOUT 10 ****** SAID SOME ONE TURNED OFF THE POWER BOX TO THE REMOTE. EVERYTHING IS WORKING GREAT. AQUA SDIENCE REP. DID NOT KNOW WHAT HE WAS DOING. ***********************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  pentair will not honor 5 year warrenty and also does not service ****************. the control board will not work and they will not replace

  Business response

  01/15/2024

  ********************,
  
  I just learned of the issues you are having with your water softener.  Im sorry that the equipment isnt working properly.  As mentioned to your wife in November, Aqua Science no longer services Maricopa.  I have contacted Pentair technical service on your behalf so they can assist with your warranty process.  I believe they are closed today for the *** holiday, but should contact you in the next few days.  I have provided their phone number below in case you need it.  I have also emailed your invoice to you so you have it handy.
  
  Let me know if you need anything else?
  
  *********************
  
  Pentair Support **************

  Customer response

  01/15/2024

  in nov we contacted aqua science and they stated that they do not service **************** any more. my wife on 11/14/2023 contacted pentair and they asked  for pictures of leak twice. she sent them to ***** and the only thing they did was send out an "O" ring.  the main issues from the "o" ring leak, the water damaged the head  and that needs to be replaced. we already contact a plumbing contractor here in maricopa and he also stated head was bad and it cost us $75.00.  so it seems thet pentair needs to fully replace the head and  'o' ring at their cost.

  Business response

  01/15/2024

  ********************,

  I will contact Pentair to discuss your situation and see if a new board or valve can be sent under warranty.  I will contact you by phone once I have spoken with them.
  

  Thank you,
  

  *********************
  

  Customer response

  01/19/2024

  i am awaiting bussiness to supply me with a new head. until that is received and installed to my satisfaction complaint will remain open

  Business response

  01/23/2024

  I am working with the manufacturer (Pentair) to provide ******************** with the proper parts to fix his system.  Pentair has verbally committed to supplying the parts, and they have started their warranty process. I am just waiting on them to provide me with tracking information once it has shipped.  I called ******************** on 1/16/24 and communicated this information with him and his wife.  Based on the information I received from Pentair, the parts should ship this week.

  Customer response

  01/24/2024

  have not received the part and will not close out complaint till part received and system working

• Initial Complaint

  08/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 14/2022 there was an installation of a water softener in my house.I ordered a Pentair NS3 salt free water softener and whole house filter. I do not monitor technicians when they are doing work in my house and when he was finished it was realized that what was installed was not what I had ordered. The technician agreed and told me that someone would contact me. No one made any connection with me until I received an invoice for the softener I had ordered. THIS PRODUCT LISTED WAS NOT INSTALLED. I have contacted Aqua Science to try and resolve the issue, sent pictures of what I ordered and what I was billed for and a pic of what was installed. After much back and forth I was told that I was billed for the product that was installed. This is not the case as I have been in contact with Pentair and was informed that what was installed is not what I was billed for. Even though I explained to the manager and sent pictures all to no avail of resolving this. If someone from the company would at least come and look at this, if the pics I sent where not proof enough.Please help me resolve this - I am not paying a **** for something that was a mistake on their part (a much inferior product). Thank you.

  Business response

  08/08/2022

  Based on the information given to me by the customer, and verifying with the installer, he did not install the system with a pre-filter as he didn't have it on his van.  He neglected to let the office know this information, which prevented us from scheduling a return visit to complete the job.  This has been addressed with the employee and will not happen again. 

  As for the question of the correct product being installed, we have verified that it was the right product but the manufacturer did not apply a logo to the tank.  To make sure that everything met the customer's expectation, we added the pre-filter and replaced the tank with one that had the manufacturer's logo.  I have spoken with the customer, and she has expressed her satisfaction in this matter.    

  My apologies to the customer for our process failure.

   

  *********************

  Sales & Service Leader

  Customer response

  08/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a water softener from this company when our home was new in 5/2010. We had 2 calls in 2017 about water leaking into the drain while the system is not running. Both calls were covered under warranty, and a replacement of a single part resolved the issue each time. In 7/2022 we noticed the system was making a hissing noise and scheduled a technician to look at the issue.On 7/13/22, a technician visited our home and ran a diagnostic. After about 5 minutes he told us everything was working fine. Both my wife and I informed him that we still hear the hissing noise. The technician stated that he could not hear anything and maybe his hearing was bad. He said we'd be looking at a complete rebuild of the valve and he would provide us with a quote.After a few minutes looking at the valve, and spraying water all over my garage and the electrical outlet into which the unit was plugged, he said even though he couldn't hear the noise it is likely a leak and the entire valve would need to be rebuilt. I paid $89 for the trip (attached), and the unit needed to be bypassed/turned off - tech stated another tech would have to rebuild. Rebuild quote (attached) is for $478, including another $89 trip fee.The following day I called the office to request second opinion since the first tech couldn't hear the issue to begin with. I asked how he could diagnose something without being able to hear the problem, and requested the trip fee be waived for a second opinion. I was told that they can send another technician, but we would have to pay another $89 if the new technician made the same diagnosis, if not then it is up to the technician if we pay the $89. She would not explain why this was the case and said she'd escalate to management.I have no confidence in this company and would just like my original $89 trip fee refunded. Now I somehow have to have the entire valve rebuilt vs. a part replaced like when it was under warranty - for a suspected leak.

  Business response

  07/21/2022

  After speaking with the customer, we determined that a refund of $89 was appropriate to the customer.  As far as we are concerned, the complaint has been resolved.

   

  Thank you,

   

  *********************

   

  Customer response

  07/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 9th of November 2021, a representative from the company came to my home to give us instructions on how to turn on the newly installed pool heater, which we purchased from the company for $7002.00 cash, paid via my debit card.As the technician set up the apparatus and explained to us how to operate, I paid the remainder of the funds, via my debit guard. As the technician was leaving he looked over the heating equipment and it had become inoperative. He reset everything in left.A few hours later, as we were planning on swimming in the newly heated pool, much to my surprise, the pool heater had shut it self down, and a warning light was lit. Per the technician's instructions, I attempted to restart. Every 4.5 minutes or less, the heater shut itself off, and the warning light came on.I called the company, and got the worst of customer ********************** ever. They refused to send a tech out to look at the equipment, and start it up, but because I had all ready paid them, the entire $7002.00 they referred it to the warranty service people. This is the worst bull I have every heard. This was on November 9th, 2021, and we had just paid the remainder of the purchase, they REFUSED to send a tech out to fix the problem, but stated it was now a warranty issue, and they would up channel to the warranty division. What kind of BULL is that? They got the money, did not complete the actual installation, yet they throw their hands up in the air, and state it is a warranty issue now, BULL!!

  Business response

  12/10/2021

  After the installation, the pool heater would not stay on.  Our technician made several attempts to get the unit operating properly, but was not successful.  Aqua Science is a reseller of Pentair pool heaters, but is not certified to perform service or warranty work on this equipment.  We contacted the manufacturer for a warranty service call, which was performed and the unit fixed.  We have been back to this residence after this complaint was filled, and this customer has contracted with us to perform additional project work.  We apologize for the inconvenience this situation has caused the customer, and we are glad that the situation was remedied quickly.

   

  *********************

  Aqua Science - General Manager

  Customer response

  12/11/2021

  The heater comes on by itself and is not operable correctly.

   

  Reject this!

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