Complaints

This profile includes complaints for Aqua Science's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Aqua Science has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Aqua Science

  20819 N 25th Pl # 106 Phoenix, AZ 85050-4610

  
• 

  Aqua Science

  1923 E 5th St Tempe, AZ 85281-2952

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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. ***********************

  

  Business Response

  Date: 03/04/2025

  Mr. ****** schedule his seasonal mist startup service with us on 6/2/2024. When our technician arrived at Mr. ******** home, the customer told the technician about an issue with his remote for the system, but did not physically have the remote. He stated that he had one somewhere, but it was 18 years old. After completing the mist service, our technician spent 45 minutes trying to get the remote working without the handheld controller. Unable to "bypass" the system or locate the handheld, we finished the service call.  Mr. ****** was only charged for the mist service seasonal startup, which was completed by the technician without any issue. Based on Mr. ******** review, he was able to find a company to fix the remote control. We are happy that he was able to get it resolved.

  Customer Answer

  Date: 03/06/2025

  THE YOUNG MAN THAT CAME TO DO THE WORK WAS NEW ,I DO NOT BELIEVE HE KNEW WHAT LEVERS DID WHAT, IWAS NOT WITH HIM EXCEPT TO SHOW HIM  WATER *****S. WHEN I CALLED A DIFFEREN SERVICE HE SAW RIGHT AWAY THE ***** WAS SHUT OFF TOO THE MISTER *****S. I WAS WITH THE SERVICE *** TO SOW HIM WHERE THE WATER *****S ARE. I DID SPEAK TO ONE OF THE OLD TIMERSAT AQUA SERVICE ,THE NEWER PEOPLE DO NOT KNOW THE SYSTEMS AS WELL.AQUQ ACIENCE INSTALLED MY SYSTEM ,VERY FRIENDLY AND HELPFUL 22 YEARS AGO .THINGS HAVE CHANGED AS WELL AS SOME OF THE SO CALLED MANAGEMENT PEOPLE AND SERVICE.STILL IN TRAINING . ALL I EXPECTED WAS TO CORRECT WAHT HAPPENED, AND LEARN FROM YOUR MISTAKE. I AQUA SCIENCE SENT OUT A SEASONNED *** TO CHECK THINGS OUT HE SAID THEY HAVE HAD ISSUES WITH SOME NEW ***S..  I HAVE LEARNED THAT THE NEW AQUA SCIENCE IS NOT THE SAME AS I HAD 20 YEARS AGO.OR **** 10 YEARS AGO. I AM GUESSING THE MANAGER THAT  TALKED TO ME ON THE PHONE HAS NOT BEENWITH THEM 10 YEARS. OR 5 YEARS.A LOT TO LEARN SBOUT BUSINESS. TREAT THE CUSTOMER WITH RESPECT ,RIGHT OR WRONG.

  

  Business Response

  Date: 03/07/2025

  Mr. ******, I'm sorry that you had a bad experience.  We strive to provide a good customer experience, but sometimes come up short.  Myself and the other manager you spoke with on the phone have been with Aqua Science for 13 years.  Based on your account, we have been providing annual service on your system since it was installed (15+ years).  To my knowledge, this is the first time there has been an issue?  You are right, we do hire and train new staff each year.  We do our best to make sure the techs know the thousands of different tasks associated with their jobs, but there are times when something is forgotten.  The reason that we came to your home was to change the oil and filters on the system to get it ready for the season.  Those items were completed, but we weren't able to get the remote control to work.  Seeing that we only charged you for the work that was completed, a mist startup for $169, I'm not sure what you want us to do?  I do apologize that we didn't meet your expectations and would like to reconcile your complaint.  Let me know what it is you are wanting from this situation?  

  Thank you,

  **** ******

   

  Customer Answer

  Date: 03/07/2025

  IF THE YOUNG MAN IS STILL WITH AQUA SCIENCE I DO NOT HAVE A REMOTE AS WAS DESCRIBED WHEN I HAD GOTTEN 22 YEARS AGO.  MY RECOMMENDATION FORGET IT FORGET ABOUT ME YOUR FORMER CUSTOMER .WHEN I FIRST HAD ************************ HAD OTHER FRIENDS HAD MISTERS INSTALLED. THE NEW A S  ,NO MORE. I HAVE IN MY HOME A TURN ON AND OFF.I HAVE NEVER HAD A REMOTYE AS WAS DESCRIBED BY THE TECHNICION

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 01/24/2024

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

• Initial Complaint

  Date:08/04/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ***********************