Business ProfileforAquaCal AutoPilot, Inc.

My experience with Aqua Cal is a sad one. My first pool heat pump worked well for ten plus years. It's replacement was fraught with problems with the pressurized housing 'exploding' on two occasions. The third housing survived until the unit failed and My frustration began. The unit was five years old and was still under a parts warranty. I called the service depth and was told that they were behind and it would be three weeks before a tech could come. Four weeks later a tech came, diagnosed the problem, was paid and left. The unit still didn't work, and another tech arrived two weeks later and informed me that a major part of the heat pump needed replacement, that the labor charge would be $800, but that the part was backordered, and it would be weeks before I could expect to have use of the heater. Frustrated, I followed the advice of my pool guy and bought another brand. I sent a letter to Aqua Cal voicing my dissatisfaction and received no reply. I re sent it, and again no reply. I got the clear message that this company, which, in the past, had a good reputation, no longer cares for the good will or satisfaction of its customers. As a sidelights, my new heat pump failed after a few months. Customer service apologized that they couldn't get a tech out until the next day. What acontrast

We sincerely apologize for the delay in our service response time and any inconvenience it may have caused you. Your satisfaction is our top priority, and we deeply regret that we did not meet your expectations.
I don't have any record of receiving your initial letter, but we did receive the second letter and attempted to reach you by phone on 06/20/2024 at approximately 8:30 AM using the phone number on your customer file. A call back request was left on the voicemail reached.
We respect your decision to purchase another brand of heat pump and wish you the best with your new product. We are continuously working to improve our response times and service quality. Your feedback is invaluable in helping us identify areas where we can do better. Should you consider giving us another chance in the future, we would be more than happy to serve you.