Complaints

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:04/04/2025

  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.

  Company charged ~$230 for the visit. This was to be applied against the cost of the repair (like a retainer) or charged, if no repair was undertaken. Tech came out indicated repair would take 15 mins, the part was covered, but there would be a charge of another ~$150 on top of and in excess of the $230. While the pricing is extortionary, I was led to believe initial fee would be applied to the repair. There was no description of the initial fee as "a diagnostic fee" until I called to complain. Business took no corrective action and could not have cared less when I indicated I would file this complaint.

  Business Response

  Date: 04/14/2025

  Thank you for taking the time to share your feedback. Were sorry to hear that your experience didnt meet your expectations.
  After reviewing the call that took place on March 10th, we can confirm that our standard disclaimer for part-only warranty service was communicated before the work order was created. This included an explanation that the service charge is separate from the flat-rate labor cost for any repairs performed. As part of that disclaimer, it was stated: The technicians quote will include the flat rate plus the service charge.
  Wed also like to clarify that the cost of a repair isnt based solely on how long the work takes. Rather, it reflects the skill, training, and experience our technicians bring to each job. The ability to quickly and accurately diagnose and resolve issues comes from years of specialized work and expertise.
  When you called back on April 3rd, while our technician was still onsite, we offered an alternative solution: to send the warranty part directly to you so that you could choose to handle the installation yourself or through a provider of your choice, avoiding any additional labor charges. That option was declined.
  Were truly sorry it felt as though we didnt careplease know that we absolutely do. Every customers experience matters to us, and its never our intention to come across as dismissive or unresponsive. We regret that our communication left you feeling that way, and we appreciate you bringing it to our attention so we can continue to improve how we support our customers.

• Initial Complaint

  Date:01/08/2025

  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.

  I have tried multiple times, over a dozen to get our pool heater fixed. This last time, I called and disputed the techinicians finding that nothing was wrong. He is wrong. They told me that they would send my complaint to the resolution department, no one ever called to have someone come out and fix the heater. It has been unusable for 6 months, and I have called over 2 dozen times. They are an employee owned company, and have no incentive to actually fix issues. The heater light does not come on at all, and after running it for 12+ hours it does not heat at all. I want them to fix the heater once and for all or refund my $6,000 payment!

  Business Response

  Date: 01/14/2025

  Thank you for reaching out and sharing your concerns.

  A representative from our Resolution Team spoke with you on 01/08/25 to address your concerns, and weve scheduled a return service visit to reevaluate your heat pump. During the previous service call on 12/17/2024, our technician tested the heaters operation under ambient temperatures in the 70s and found it to be functioning normally.However, the technician noted a few factors that could impact the heaters performance:

  1. Pool Cover: The pool was uncovered, allowing heat to escape rapidly. Using a pool cover is essential for retaining heat, especially during cooler weather or while the heater is running.
  2. Fountain Operation: The fountain from your spa was running, which can significantly cool the water and hinder the heaters ability to maintain or raise the temperature.
  3. Recent Colder Temperatures: The colder temperatures in your area recently can also impact the heaters performance. Heat pumps rely on drawing warmth from the surrounding air, so when outdoor temperatures drop, heating efficiency can decrease.

  We understand that these environmental factors can be frustrating, and we want to ensure your heater is working as effectively as possible under the current conditions. The upcoming service visit will include a thorough inspection to confirm the heaters functionality and identify any other issues that may be contributing to your concerns. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22785230
  
  I am rejecting this response because:until it is fixed I want this complaint to stay open.  It worked last December in the cold.  Thats ridiculous that he would say it doesnt work in the cold.  Ive seen it work in the cold.  Its a heater, why would it only work in nice weather???  Also the heat light does not work and heater has not worked in over 3 months, even in the high 80s.  Stop sending incompetent techs!
  
  Sincerely,
  
  ***** Prior

  Business Response

  Date: 01/30/2025

  I wanted to provide an update on complaint ********. During our most recent service call, we replaced the micro board and installed the PoolSync system. However, we encountered an issue connecting the PoolSync to the WiFi network. The issue appears to be related to the network configuration, as the device requires a 2.4 GHz WiFi band to operate correctly.
  
  We advised the customer to contact AT&T to confirm and adjust their network settings to ensure compatibility. Once the adjustment is made, the customer plans to contact us, and we will assist with completing the PoolSync setup and monitoring the equipment to verify proper operation.

• Initial Complaint

  Date:10/29/2024

  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 unit was purchased on 9/13/2018 for the amount of $4740.40. This amount was payed to Pinch-a-Penny for the heater including installation. Pinch-a-Penny is the selling agent and AqualCal is responsible for manufacturing, service and warranty. I've had several service calls on this unit, with the last being around 8/19/2024 when the heater had totally failed. AquaCal agreed to repair my unit and a price gouging rate (see attached letter). This unit doesn't meet basic design requirements for outside installation and should be replaced with the newest design. Please see the three attachments

  Business Response

  Date: 11/11/2024

  We regret that we have not yet reached a resolution that fully meets your expectations.
  On 08/26/24, our technician evaluated your heat pump and found that the fan motor needed to be replaced. During this visit, you also requested that the fan blade, grill, and compressor be replaced at no charge due to rust and corrosion. Upon inspection, the technician found that the compressor was operating properly. As the equipment’s full warranty had expired, he advised that he could not authorize these repairs free of charge but did offer a significant discount, which was declined.
  Additionally, we noted that the heat pump, now six years old, was damaged by sprinkler irrigation hitting the unit—an issue we initially identified and advised you of on 02/20/20. This aligns with guidance in our installation manual, which advises directing irrigation away from the equipment to avoid such issues.
  We take customer feedback very seriously, and your input helps us continuously improve our products and services. In our commitment to assist, we offered to provide the necessary parts at no charge so you could work with an installer of your choice, but this too, was declined.
  Should you reconsider, we’re still happy to honor the discount for repairs or to send the necessary parts at no charge so you can have an installer of your choice complete the replacement.
  

  Customer Answer

  Date: 11/11/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  This Is the same response I received from AquaCal after posting my complaint on their Website.  This exact response was included in my original supporting documents.  

  Here is what they are not telling you.  First of all, they have not provided any documentation that support their position on irrigation water being the root cause of their premature iron oxide failure.  I’m very experienced with using automotive industry quality solving tools for determining root cause.  Root cause means the problem has been verified as the only source responsible for the concern.  Basically, root caused validation is allegedly to be irrigation water.  That means the only cause for iron oxide failures would be irrigation water……nothing else.  I would certainly like to see their analysis.  Does it have a problem statement, fishbone diagram, is/is not analysis and root cause test validation?  I seriously doubt it.  
  

  Regarding the repair offer.   Yes they did offer to replace the fan assembly and compressor for a fee of $950.  This was for a 2 1/2 hour job which is basically price gouging.  A $390 per hour is a fee one might expect from a highly qualified attorney…..not a pool heater technician.  I did offer to pay a very generous labor fee of $500 which was declined by their technician.  They are just trying to recover as much money as they can to enhance their profitability.  

  Their position has not changed, blame the customer.  My position hasn’t changed either.  Their product has some serious design flaws and they know it.  They’re in denial and not standing behind their product.
  

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/25/2024

  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.

  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

  Date: 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

  Date:05/13/2024

  Type:Order 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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/08/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/08/2024

  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.

  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

  Date: 01/31/2024

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

  Customer Answer

  Date: 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

  Date:12/04/2023

  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.

  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

  Date: 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

  Date:11/20/2023

  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.

  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

  Date: 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 Answer

  Date: 11/30/2023

  This verbal response was taken by BBB.

  Please provide an estimate timeline for repairs. Thank you.

  Business Response

  Date: 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 Answer

  Date: 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

  Date:06/26/2023

  Type:Order 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.

  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

  Date: 06/30/2023

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

  Customer Answer

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