Aqua Products Inc.

had issues with one of our many dealers Aquatic DistributorHer complaint *** (***) initiated when she
experienced many delays with the dealer and we at Aqua Products tried to help and rush the orderSince her complaint was filed the unit did not work properly and we are now assisting her with her complete refundI have spoken with Heidi on the phone today and she is satisfied with our progress and she has stated that she also contacted you and stated the samePlease let us know that this issue is now resolvedThank YouSteven AFerry(***)

I purchased a Aquabot Turbo on 6/09/After the first use in late June it was apparent the unit was defectiveCustomer service instructed me to return it to their home office for repairThree weeks later it was returned, only to discover it was not functioning as beforeAfter several calls to the customer service department, I was instructed to return the unit againIt is now 09/02/and I was told that I may get back on 9/10/So,for the entire summer the unit was in their shopI had suggested to the service rep, that the company send me a new or rebuilt unit in JulyI was informed they cannot do thatThis type of poor customer support will eventually deteriorate their reputationI would never purchase one of their products again

One of our consumers had an issue with one of our independent service centersI was able to contact the consumer and satisfy the complaint by agreeing with there request for a new item replacementI sent Ian the following conformation
email: Ian, I just wanted to confirm with you that the product you will be receiving is in fact the new modelUpon receipt please notify the Revdex.com that this issue has been resolvedMany thanks and I apologize for the unnecessary delaysSteve *** *** *** *** *** *** Office: ###-###-#### Ext122 Mobile: ###-###-####

After many attempts we were able to reach Nadia and we are replacing free of charge her units power supply, and if this does not solve the issue we will replace the cleaner free of charge as wellIn addition we have agreed extended the
Aquabot warranty by one full yearBased on the above agreement we have satisfied the complaint and I understand she is now very happyPlease advise if any additional feedback is needed to clear this issuemany Thanks,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

AAAA++++ You Guys just keep impressing meI have had my Aqua bot for years now and about a year and 1/it quit working so I sent it in they told me it was out of warranty so I said how much to fix and they said they would fix it and return it to me no chargeWOW WOW WOW and it gets betterApproximently months later it quit working again now it was way out of warranty and I took the power supply apart and it looked like the control board was burned in a spot, so I contacted them again they said send it in which this is in June now so I know they are much busier this time so I figured it may take some time and a week later they called me and said my unit was tested and it worked flawlessly for hoursI said I thought there had to be something wrong with the control box so I explained to AL and he said there wasn't anything wrongI said I would pay for the return shipping and he said no problemSo I get the unit back and included is a new control box it looks like they replaced to motor also and it works perfect! THANK YOU! THANK YOU! THANK YOU! Aqua products and Al for taking care of me when I felt like I was going to be faced with the expense of repairing or replacingI really feel this company will go way beyond what is requested of their products if all people be nice and allow them to help you out

[A default letter is...

provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

[redacted]s actually had an issue with one of our dealer service centers (Aquatic Distributor) and wanted his product repaired....

Due to the delay he asked for a free unit. When I was notified of the incident, I intervened and satisfied his request with a free unit. Here is a copy of my email back to [redacted]s: "[redacted]s your order has been submitted… can you please contact the Revdex.com to release / reverse your issue [redacted]. Many Thanks and sorry for your inconvenience with one of our dealers." [redacted], please place an order or an S2-40 to ship to [redacted] Phone ###-###-#### Please bill Aquatic Distributor. Thanks and please advise when complete - UPS Ground tracking # please [redacted]

I have contacted [redacted] and offered her a product upgrade and change in her warranty or the refund if she preferred. She elected to accept...

the product upgrade and warranty. our order number to her is [redacted] 9/24/2014.

The customers issue was resolved and I sent him the following response: [redacted], my name is Steve [redacted] I work at Aqua Products. I received your complaint today from the Revdex.com Revdex.com ([redacted]), concerning one of our...

independent service centers Aquatic Distributors. First please let me apologize for any inconvenience this may have caused. We try hard to provide quality products and if there is a problem we stand 100% behind or warranty. Note: We are currently evaluating our Service partnerships and this information is helpful to us. I understand from Aquatic Distributor that your unit was indeed fixed and sent back to you. I a) want to make sure that that is true and b) check in to see if all is okay now. If not, please feel free to reach out to me, as I will personally look into this, and if everything is okay now I would appreciate you letting the Revdex.com know that complaint # [redacted], is now resolved. Thanks again for your understanding, Steve

Review: We purchased a Aquabot pool cleaner in May 2015 that has a 1 year warranty. In the beginning of September the pool cleaner stopped working. My husband and I have called the warranty department for Aquabot but nobody ever answers and we have let email inquires that the company web site states will get back to you within 24 hours but they have not done so. We have called the warranty dept. but you are on hold for about 10 minutes before it cuts you off. When we try calling sales for help they refer us back to the warranty dept. where nobody answers the phone. We can not even leave a voice message. This s very frustrating.Desired Settlement: We are only looking to get a new Aquabot or for them to repair the one we already have. We are asking that the company make good on the warranty of the product that they sell.

Consumer

Response:

Hi Thank You for your help in this matter finally late yesterday afternoon we were able to get in touch with someone to advise us what to do with our pool cleaner.

Review: I purchased a Aquafirst super Rover on 6/13/15 and it has stopped working. I contacted [redacted] on 7/13/15 were I purchased it and they said that Aqua Products liked to handle their own troubleshooting/defectives & warranties. I have tried to call Aqua Products 800-221-1750 ever day since then and when some picks up they don't say a word they just hang up. To day I called 5 times and they did the same thing. I think this is a scam company and I am out $298.95. I just want someone to talk to me and tell me what to do or where to take this product back. I am getting the run around big time. I will not recommend this product or company to anyone.Desired Settlement: Either refund my money, fix the one I have or send me a new one.

Business

Response:

Response: We have evaluated [redacted] issue and we have agreed that his unit did require fixing. The unit was fixed on 9/25/15 and shipped out to him. We believe that all is now good and that Mr. [redacted] should be happy.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I originally dealt with a gentleman named ken and ordered a pool vacuum he told me that it would be sent out June 22nd and arrive June 23rd then received email saying that we'd receive it June 24th but then when I tried to track my order ups never received the package, so I called and spoke to a Steve ferry who emailed ken about it two more days later I still haven't heard back so I tried to call not only Steve but ken, and kens boss was put on hold for well over ten minutes not one person called me back they took the money out of my account but I have no product and they never did their garrntee a week later and I still can't clean my pool right this is not only affecting me but my family, I not only want my vacuum but I want to be compensated for what they put me through it's not right and not he way to run a business please help with thisDesired Settlement: I still want my product and to now be compensated for the hassle they put myself and family through

Business

Response:

had issues with one of our many dealers Aquatic Distributor. Her complaint [redacted] ([redacted]) initiated when she experienced many delays with the dealer and we at Aqua Products tried to help and rush the order. Since her complaint was filed the unit did not work properly and we are now assisting her with her complete refund. I have spoken with Heidi on the phone today and she is satisfied with our progress and she has stated that she also contacted you and stated the same. Please let us know that this issue is now resolved. Thank You... Steven A. Ferry. ([redacted])

Consumer

Response:

My name is [redacted] my email [redacted] I filed a complaint> against aquabusters their vice manager name Steve called me> this evening and guaranteed me that by Monday July 6th that my issue> would be resolved. So at this moment I guess we can say it's resolved> although I would never deal with that company again Steve is the only> person who bothered to contact me or make any effort.

Review: I ordered an aquabot pool rover on 7/9/15. Received it on 7/13/15 and went to use it and it did not work. I contacted the agency multiple times and each time was told they would call me back within the hour. I confronted them on my final call on 8/14/15. They said they would call me back to discuss exchanging the item and wanted me to discuss it with quality control, but I have not heard from them. I have documented calls on 7/31/15 and 8/9/15. I have given them plenty of time to call between calls and have yet to hear from them. Pool is getting ready to be closed and yet I haven't had a robot all summer.Desired Settlement: I was hoping to receive a new product, but with summer over and pool scheduled to close, I am looking for a refund of my money.

Business

Response:

After many attempts we were able to reach Nadia and we are replacing free of charge her units power supply, and if this does not solve the issue we will replace the cleaner free of charge as well. In addition we have agreed extended the Aquabot warranty by one full year. Based on the above agreement we have satisfied the complaint and I understand she is now very happy. Please advise if any additional feedback is needed to clear this issue. many Thanks,

Review: I have a aquabot t4 rc which needed warrant work as it is only 1 year old, which costs almost $1800 new. I sent it in on july 8th and they recieved it july 10th. I have called the about 10 time and left them emails. everytime I call they leave me on hold for well over a hour and then hang up on me. I talked to a lady in there office and she told me they shipped my unit back to me a 2 weeks ago and she would call me back with a tracking number a lie just to get me off the phone. I want my unit back fixed or I will be taking legal action.Desired Settlement: I want my unit returned repaired in a timely manner.

Business

Response:

The customers issue was resolved and I sent him the following response: [redacted], my name is Steve [redacted] I work at Aqua Products. I received your complaint today from the Revdex.com Revdex.com ([redacted]), concerning one of our independent service centers Aquatic Distributors. First please let me apologize for any inconvenience this may have caused. We try hard to provide quality products and if there is a problem we stand 100% behind or warranty. Note: We are currently evaluating our Service partnerships and this information is helpful to us. I understand from Aquatic Distributor that your unit was indeed fixed and sent back to you. I a) want to make sure that that is true and b) check in to see if all is okay now. If not, please feel free to reach out to me, as I will personally look into this, and if everything is okay now I would appreciate you letting the Revdex.com know that complaint # [redacted], is now resolved. Thanks again for your understanding, Steve

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I returned a defective product to them for a covered warranty repair on or about July 31 2015. I have not heard one word back from them since then. Repeated attempts have been made to contact them. All attempts have resulted in being put on hold for at least 30 minutes and then getting cut off. They have my money and my product and by refusing to answer the phone, they are basically telling me to take a hike.Desired Settlement: I think Aqua Products is obligated to honor their promise to warranty their products in a timely manner and not treat their customers like a problem after they take their money. I desire a full refund since I no longer wish to do business with this poorly run company.

Business

Response:

We have reviewed Marks request and elected to send him a brand new unit - the new unit shipped today. This should close this claim

Consumer

Response:

b

I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I hope you can help me. I researched and concluded the [redacted] was for the money the pool cleaner I wanted. 2 and ½ months later, appx. 11 times used, it stopped working. Moves but wont pick up. I called the warranty service number. bought on line, [redacted]. I was told by [redacted] I need proof of purchase to be serviced under the warranty. This unit came with no warranty card or web site address to register. [redacted] insisted that I send him copy of my 3 month old credit card statement, which iam sure 9 out of 10 people through out after balancing. Luckily I had it. I send it then received the upc to ship the unit. Weeks went by. After many telephone calls, and speaking to many people, no less than 31/2 hours (including hold time). Talking to [redacted], [redacted], [redacted] and [redacted]. plus to main operator who is very hard to get due to the long menu recordings. This is not right. I true run around. much more time gos by. Finally got unit back and was exactly the same. Nothing done to it at all. never tested before shipping back. I called once again. after much more time I spoke to manger [redacted]. I said my health cant take this. told I want money back. useless. then spoke to 2nd level manager [redacted]. he said he wanted me to same thing over again. get box, get upc label, go to ups mail again. everyone at mahwah was rude and totally inconsiderate. transfer call and hold again. I wont do it again. I want my money . the product is junk. a number of people who bought them, also say so. I am knowledgeable with electric. I has [redacted] to send part and I would repair myself. he refused. I offered to sign release. he refused. I asked for his supervisor. he refused. there is only 3 pieces to this thing. why refuse to send me part that controls suction. this company should not be in business. they will have you mail unit back over and over, until you give up, or drop dead. please help me. thank you in advance.

Business

Response:

First we apologize for the inconvenience.Mr. [redacted], add initial issues with an independent Service center that we have under review. Our failed attempts to solve this issue was due to safety (we can not recommend that units be fixed by consumers). And our offer to fix or replace the unit here at our factory was rejected by the consumer. We did however after review elect to simply ship a new unit to Mr. [redacted] which he has accepted and is now happy / satisfied. With that we would like to close this file [redacted]

Consumer

Response:

without going over lots of old communications with lots of different people from both mahwah and cedar grove locations. yes I did accept offer of new unit from mr. [redacted]. no I was not happy. even more disgusted. the new unit is the same. doesn't work. is any of these thing ever tested before going out? I think not. factory line to customer. the only way ill be happy is when they give me my money back. I will not do anymore testing of there units. boxing, and bringing to ups stores. thank you,

Business

Response:

We have elected to refund the consumers full purchase amount - note: This is on top of sending him a new unit. While our policy states replacement, we felt that in this case all parties would benefit from a full refund. Thanks and we hope that this response satisfies complaint ID [redacted]

Review: I purchased this pool cleaner June 2014..On the website it clearly says that it came with a 100% 1 year warranty. When I contacted Aquabot on May 25 2015 the rep stated it would be covered and for me to ship the power supply back which I did and they received it on June 8 2015. When I call to check the status of my replacement,they advise me my case #[redacted] can't be found and for me to hold as they will get someone to help. Then I go into a loop of customer service reps transferring me from 1 to another for over an hour and then after being on hold for over 30 minutes the line will disconnect. When I call and ask for a supervisor, I'm placed on hold yet again for more than 30 minutes then someone comes back advising me I will get a call back within 4 hours...Noone ever calls back.Desired Settlement: I would really like to have my Aquabot S2-40 pool cleaner replaced.

Business

Response:

[redacted]s actually had an issue with one of our dealer service centers (Aquatic Distributor) and wanted his product repaired. Due to the delay he asked for a free unit. When I was notified of the incident, I intervened and satisfied his request with a free unit. Here is a copy of my email back to [redacted]s: "[redacted]s your order has been submitted… can you please contact the Revdex.com to release / reverse your issue [redacted]. Many Thanks and sorry for your inconvenience with one of our dealers." [redacted], please place an order or an S2-40 to ship to [redacted]s [redacted] Phone ###-###-#### Please bill Aquatic Distributor. Thanks and please advise when complete - UPS Ground tracking # please [redacted]

Review: Our Rapid XLS robotic pool cleaner continues to stop working. Aquabot has repaired or replaced the device on three occasions through their licensed distributor NPS and/or Aquatic Distributors. The last time was in June of 2014. The latest replacement worked for three days. When it stopped working we contacted Aquabot (who forwards their repair calls to Aquatic Distributors) and spoke to president Ken under repair item 9013. He was supposed to call us back, but never did.

We then have contacted Aquabot two more times to inquire on a resolution, but we were not assisted. We last spoke to Justin on August 14, 2015. He was also not helpful and stated that we needed to talk to Ken. The Rapid XLS is completely not working.Desired Settlement: We would like either a replacement of the Rapid XLS with Aquabot's latest Breeze XLS or we would like for our purchase of $579 to be refunded.

Business

Response:

One of our consumers had an issue with one of our independent service centers. I was able to contact the consumer and satisfy the complaint by agreeing with there request for a new item replacement. I sent Ian the following conformation email: Ian, I just wanted to confirm with you that the product you will be receiving is in fact the new model. Upon receipt please notify the Revdex.com that this issue has been resolved. Many thanks and I apologize for the unnecessary delays. Steve [redacted] Office: ###-###-#### Ext. 122 Mobile: ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am still awaiting the resolution to be complete, but I believe that the company will follow through. I appreciate their fast response.

I purchased a Aquabot Turbo on 6/09/15. After the first use in late June it was apparent the unit was defective. Customer service instructed me to return it to their home office for repair. Three weeks later it was returned, only to discover it was not functioning as before. After several calls to the customer service department, I was instructed to return the unit again.. It is now 09/02/15 and I was told that I may get back on 9/10/15. So,for the entire summer the unit was in their shop. I had suggested to the service rep, that the company send me a new or rebuilt unit in July. I was informed they cannot do that. This type of poor customer support will eventually deteriorate their reputation. I would never purchase one of their products again.