4 Customer Reviews
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Review from Thomas S
1 star07/05/2024
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
AquaCal AutoPilot, Inc. Response
07/10/2024
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.Review from Pa S
5 stars04/05/2024
AquaCal *********** review (from **********)I have a 4.5 yr old AquaCal heat pump and it has been great.It started showing incorrect water temperature readings last week. Initially, it showed 10 degrees over and we had to heater to a higher temp to get it to turn on. Within a couple days it indicated pool temp above 105F (actual was 75F). Obviously, the temp sensor was going bad. I called AquaCal and confirmed it was still covered for labor and parts. I was informed they usually would have someone out in 1 to 3 business days but that they had been very busy lately. A tech called and showed up today (just under 4 days at about 90 hours after my call).I am pleased with the warranty, service and even the slightly delayed timeframe for the repair. I am a bit disappointed the part failed and at an inconvenient time for us when it did. However, things happen and such is life.I do want to mention the Service Representative, ************************************. He was efficient, personable and I was very pleased with his knowledge, service and willingness to go above and beyond. I highly commend him. If I ever need service from AquaCal again, I hope to see him again.I do wish AquaCal had a better system for managing scheduling of service appointments and notification of expected arrival date and time. It would help, even if it was not perfect or exact. But hey, people will complain no matter what, lol. Anyway, Thank you AquaCal. A satisfied customer here.Review from Carol N
1 star02/23/2024
We have bought a heat pump that has a control secret that fades out. Was replaced in 2021 and again having same problem. Called company stated they are installing a different system for it and the replacement is not available. Said will call when available. Its been a month and called them again and person stated they will have worker out there today. Installer came and said dont have the replacement. Called company again and employee stated he must not of had one on his truck but will find one and have them out. Been a week and no call also they are charging us ****** for service charge which we feel should not be done since the product is poor quality.Review from John M
1 star02/20/2024
This company's admin really sucks. I called them in Nov 2023 to have my pool heater looked at. I was advised that there would be a $190.00 charge. I offered to pay it at that time and was advised it was not to be paid until the service was done. The tech came sometime in mid Dec. I was not given an invoice , nothing . I offered to pay the service fee and was advised he didn't do that. well here it is Feb 20 and they just today dent me an invoice. I don't mind paying for good service, THIS WAS NOT.AquaCal AutoPilot, Inc. Response
02/23/2024
I apologize for the inconvenience. It is true that our agents do not take credit card information over the phone, this is in an effort to protect our customers against fraud. Once the service work is complete, our technicians send an invoice via email that contains a link allowing the customer to enter their own card information into a secure site to pay. I do see that the invoice was emailed to the email address on file on December 6th, the same day that the technician visited the property. It is possible that perhaps the email was overlooked or was caught in a junk or spam folder. Our records show that our accounting team left a message for you on February 20th and resent the invoice. Again, I apologize for any inconvenience our process caused you but I am glad to see that the invoice was received on the 2nd attempt.
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