Aqua Science

Technician, Mark, sold me an RO systemJan 10, I only wanted the unit to run through my refrigerator not a counter top faucetMy refrigerator is not compatible with an RO systemI found this out, 4th tech call, Rex, and hours of my wait/tech timeThe ice maker never workedI had follow up calls with Mark regarding thisMark some how damaged my ice makerHe was observed to be trying to find the "plug" in the ice maker to by pass the internal refrigerator filtering systemI am not a plumber but some how the infilling water sprayed all over the internal components of the unit and caused damage.The ice maker never functioned properly even once the RO system was uninstalledTodd ***, Ops Guy, called me on the 18thHe has made several verbal commitments but will not put anything in writingI have disputed the charges on my cc but I need Todd to put our conversations in writingwe have had numerous verbal, text and email communication but he conveniently avoids $$$I have another complaint to fileI had asked for a quote to install a kitchen faucetAS quoted me $225, I said no Home Depo will do it for $Mark, WITHOUT my authorization, cut off the old faucet and installed the new oneHe then said I will only charge you $I never signed the work order on thisHow do you get a company to put their conversations and commitments in writingHighly unprofessional company and untrained technicians

The Grundfos circulation pump failed on my solar hot water heater system failedAqua Science installed the pump on October 1, after a previous pump, another brand, failedAqua Science installed the new pump, Grundfos brand, to replace the previous Taco brand, which had failed and been replaced twiceThe new Grundfos brand was warrantied for three years from the date of manufactureThe pump failed and Aqua Science was called to perform serviceThe Technician arrived on Friday, May 11, as scheduledHowever, after almost an hour of diagnosis the technician, who agreed the pimp was totally failed, could not decipher the "Date of Manufacture" as determined by a code stamped on the label of the failed pumpThus, Aqua Science would not replace the pump under warranty because the Date of Manufacture was not obvious from the code on the labelSo, the technician from Aqua Science departed without replacing the pumpSubsequent to his departure I was able to contact the pump manufac

On Feb26, I purchased a water heater from Aqua Science, including parts and labor for a total cost of $It came with a year warranty On March 29, I purchased a recirculating pump Also from Aqua Science, total cost $518.85, including parts & labor The water heater went out on June 12, I called Aqua Science & found out it was still under warranty They brought out a new water heater which was no charge He then proceeded to install the new water heater using all new parts He suggested that I add a drip pan in case the water broke again It would drain out through the garage By the time he was done my bill was $ Now understand the water heater was free $was a warranty processing fee $was the drip pan, parts & labor While the technician was here he found out the recirulating pump didn’t have a by-pass installed That was why it was not working Another technician had to come and take care of that problem The second technician came & said that I had two by-pass installed & the unit wasn’t turned on He then turned on the unit and told me I had to wait awhile for hot water to heat up before I would get instant hot water After awhile I had hot water in the kitchen & master bathroom, though it took two to three minutes The guest bathroom took a good five minutes or more to get hot water He told me to wait awhile to give the water time to heat up and then he left The next day I still did not get instant hot water in the guest bathroom I called Aqua Science again and they sent out the same technician; and this time he told me that the recirculating pump was bad & he said it would cost close to $for a new pump In labor & parts was $ I am an ye4ar old widow I feel that they are taking advantage of me

Aqua Science has maintained our RO unit since Their service to us has been excellent When we began researching soft water systems for our area, we pretty quickly realized that Aqua Science was a major installer Their sales staff was knowledgable and helped us select the appropriate equipment to best meet our needs Their installation crew was friendly, professional, and obviously well trained When the installation was almost complete they began to systemically review their work And yes, they did make changes that in our opinion changed an installation from good to excellent

I have a reverse osmosis rental system from Aqua Science that I have had for several years My monthly payment of $is supposed to be drafted automatically from my bank account On a couple of occasions, I noticed that my payment had not drafted from my account (the first time for over three months with no notice from the company) As a customer, I have had to contact them to make sure they are taking the payment out as scheduled because there has been no one overseeing this department
At the beginning of the year, I updated my debit card information, and they failed to update it in their system Once I noticed that my payment was not being taken out once again, I contacted them and was given a list of invoices to be paid Typically, if a payment due to a company is missed, they will notify you in writing or by phone and ask for payment when it goes days past due This company never sent me any such notice, not by email, US mail, or by phone
I didn't want to change

This company came out and installed a solar heater on my pool slightly less than years ago It is now nonfunctional Multiple attempts were made to contact the company and they failed to return several phone calls Were finally able to get hold of the company and they are only willing to come out and look at the system for a $travel fee They were more than happy to come out and installed the system intake payment then, but now with a nonfunctional system they're not willing to reevaluate and assess the problem without an exorbitant fee The company has been very difficult to discuss this with as multiple phone calls were not returned after they had stated they would get back with us The last statement was they would have to email on her of the company and see if anything else could be done After that they came back with a daughter travel fee although in further discussions that is their standard fee

This company came out and installed a solar heater on my pool slightly less than years ago It is now nonfunctional Multiple attempts were made to contact the company and they failed to return several phone calls Were finally able to get hold of the company and they are only willing to come out and look at the system for a $travel fee They were more than happy to come out and installed the system intake payment then, but now with a nonfunctional system they're not willing to reevaluate and assess the problem without an exorbitant fee The company has been very difficult to discuss this with as multiple phone calls were not returned after they had stated they would get back with us The last statement was they would have to email on her of the company and see if anything else could be done After that they came back with a daughter travel fee although in further discussions that is their standard fee

Bought filtration systems at homesAt one home after maintenance service, in Oct, it appeared fine but noticed within the next month or a slight decreased in water pressure, but not a big changeIn January when turned on to use the pressure was completely gone and unable to useI called the company and they told me they would send someone out for a chargeThey stated they maintenance warranty was only for monthThis was not verbalized or is in writing regarding there warrantyThis has been a problem from the beginning regarding hidden warranty info I asked to have a manager call regarding this issue and this was never doneI I called again today 4/to see if this policy changedI spoke with the mangerHe stated the sameI voiced my disappointment with not giving there policies up front prior to purchasing or with maintenance of there produces I don't feel they stand behind there product, which is sadI will not pay for a service that it is a defective produce

On Feb. 26, 2013 I purchased a water heater from Aqua Science, including parts and labor for a total cost of $1078.43. It came with a 6 year warranty. On March 29, 2013 I purchased a recirculating pump. Also from Aqua Science, total cost $518.85, including parts & labor. The water heater went out on June 12, 2018. I called Aqua Science & found out it was still under warranty. They brought out a new water heater which was no charge. He then proceeded to install the new water heater using all new parts. He suggested that I add a drip pan in case the water broke again. It would drain out through the garage. By the time he was done my bill was $963.40. Now understand the water heater was free. $115.00 was a warranty processing fee. $848.40 was the drip pan, parts & labor. While the technician was here he found out the recirulating pump didn’t have a by-pass installed. That was why it was not working. Another technician had to come and take care of that problem. The second technician came & said that I had two by-pass installed & the unit wasn’t turned on He then turned on the unit and told me I had to wait awhile for hot water to heat up before I would get instant hot water. After awhile I had hot water in the kitchen & master bathroom, though it took two to three minutes. The guest bathroom took a good five minutes or more to get hot water. He told me to wait awhile to give the water time to heat up and then he left. The next day I still did not get instant hot water in the guest bathroom. I called Aqua Science again and they sent out the same technician; and this time he told me that the recirculating pump was bad & he said it would cost close to $750.00 for a new pump. In 2013 labor & parts was $518.85. I am an 83 ye4ar old widow. I feel that they are taking advantage of me.

The Grundfos circulation pump failed on my solar hot water heater system failed. Aqua Science installed the pump on October 1, 2015 after a previous pump, another brand, failed. Aqua Science installed the new pump, Grundfos brand, to replace the previous Taco brand, which had failed and been replaced twice. The new Grundfos brand was warrantied for three years from the date of manufacture. The pump failed and Aqua Science was called to perform service. The Technician arrived on Friday, May 11, as scheduled. However, after almost an hour of diagnosis the technician, who agreed the pimp was totally failed, could not decipher the "Date of Manufacture" as determined by a code stamped on the label of the failed pump. Thus, Aqua Science would not replace the pump under warranty because the Date of Manufacture was not obvious from the code on the label. So, the technician from Aqua Science departed without replacing the pump. Subsequent to his departure I was able to contact the pump manufacturer, Grundfos, and they verified the date of manufacture to be the 26th week of the year 2015 from the code on the pump label PC:1526. Thus, as verified by the pump manufacturer, it was within the three year warranty. So, Grundfos instructed me to call the local company, Bobier Sales Inc, to make a claim against warranty. When I called Bobier and spoke to ***(sp) she said I would need to contact Aqua Science and have them make a warranty claim, which I did by contacting Aqua Science customer service. Aqua Science customer service promised to contact *** at Bobier and get back to me on May 11, 2018. I still have no response from Aqua Science. I paid Aqua Science for the service call, $95, but my system is still inoperative. I want a new pump under warranty, I will replace it myself, no need for a new $95 service call!!!

In thesummer of 2003 Aqua Science was contacted by a maintenance man [redacted] who managedthe estate of Mr. [redacted]n at the above address.This houseis located above a salt water inlet (see attachment. Photo’s) the concerns werethat the water was very hard and salty. Please note this...

is a very large house, with many different water needs,(pool, hot tub, fish pond, outside irrigation). The waterwas tested by a state certified lab. Based on the results of the test the home ownerat that time purchased a whole house Reverse Osmosis water system.  Along with the maintenance man ([redacted]) AquaScience would service this system for the home’s needs.Please note:The system and the technology that was used has been around from the early50’s.The path to clean waterwas broken down into 3 parts.A.    Pretreat water.(clean it using watersoftener system to get the hardness out)B.    The water would then enter theReverse Osmosis System, the clean water would be directed to a storage tank andthe reject water would go to drain. This is done by membrane separation. C.    When the water is called for, thewater would be then depressurized by a water pump and goes through a Ph.Neutralizer and a UV Sterilizer light to kill any potential Bacteriacontamination.  This system like all water systems has it limits and need to bemaintained.   As with all well water there is always a potential for change.After a hurricane the water in the well changed, the high water levelfrom the storm pushed the clean salt free water Into the well water zones  (saltwater and fresh water separate creating two zones fresh on top salt on thebottom)  this was great for a shortperiod of time, after the fresh water is used the introduction of salt and hardwater replaces the good water. This condition happens up and down the coast line and many wells are affected.  Houses on beach fronts are breached and thewell conditions change.  The new water conditions were so bad that the current system could notmake enough water to supply the house water needs.The system would be overwhelmed and the cost per gallon would be too muchto bear.  The impact of this conditionwould increase raw water uses, the membrane’s service life would be cut in halfof worse.  The water quality wouldsuffer, the electric used would double and the pump would run all the timewhich will lead to a burn out, and the maintenance cost would increase, thepotential for the source water to get worse are more than likely.     This information was shared with Mr. [redacted].  It was recommended to drill a new well and concentrate on developing the fresh waterzones.  (Deeper is not better in hiscase) After Mr. [redacted] investigated this advice he did not like the prices hewas getting from the [redacted] well drillers. Please be advised that AquaScience does not drill in [redacted]. Throughout all this time Aqua Science and its service team was theretaking care of Mr. [redacted]s water needs.There were numerous trips to the [redacted]s home and many water tests takenat no cost to the [redacted]s.Mr. [redacted] indicated that he wanted to buy his own parts and do his ownservice on the system.  Mr. [redacted] ourservice manager made many calls and spent a lot of time researching membranesand capabilities, brands, website, and sources and passed this information toMr. [redacted]. Please take note the well water conditions were so bad that Mr. [redacted] theowner of Aqua Science who is also a water consultant for a Company called GoGreen Technology, offered to install a sonic system which is designed to usesound waves to break up hardness in water. Go Green Technology is in development of this system.  Aqua Science would install one of the testdevises with no cost to the [redacted]s for this equipment. (This equipment has aretail value of $1800.00)  The only cost wouldbe for plumbing parts and installation of the equipment which was a minimal. ($145.00)All monitoring of the results would be done by Aqua Science at no cost to the[redacted]s. This system was explained to the [redacted]s and they agreed to go forwardwith this process with no assurance that this device would work for their waterproblem.  The system did not have anyeffect on their water.  This once againwe advised the [redacted]s to look for a newer source of water. (DRILL A NEW WELL) Mr. [redacted] claims that “Aqua Science told us that they will no longer beserving us”  What is at hand is this:  Waterthat is so bad that the cost of maintenance is going to be very great and thesystem is at the end of it service life. Well Water Quality that is subject to great change and can overwhelm thesystem.  The water softener, as apretreatment, are overwhelmed and so is the amount new hardness that is in thewater. The cost of salt that is used to care for them is very expensive andneeds to be kept up with, which the [redacted]s do not want to deal with. The costs of the membranes are great and need to be changed as needed.  The reason that no one in the area is interested in working on thissystem is not the system it is the raw water conditions.  Not one piece of this equipment is proprietary;this equipment is open to anyone to buy. The locally dealers will not work on water of this quality and Mr. [redacted]wants to do this himself to save money.  It is at this point that AquaScience or any company would walk away from this account due to financialliability which can and will appear. Water Damage is the most costly of anyhome damage, and mold and mildew can destroy a house.   Now anunskilled person is going to take charge of this equipment is opening up afloodgate problems which Aqua Science cannot and will not be responsible for. With regards to Mr. [redacted] statement that he has spent thousands ofdollars to update their whole house RO system is far from the truth.  See Invoices attached, and explanation.In retrospect Mr. [redacted] should be saying that Aqua Science has doneeverything they could to give us sound advice, great service and didn’t try toforce us to buy unneeded equipment.  Mr. [redacted] claims that the water is now with in “normal levels” if that isthe case Aqua Science has not seen that report and if the water is now with innormal levels there is no need to run the water into a filter. In conclusion Aqua Science has gone above and beyond to provide the[redacted]’s with excellent service and advice.

Bought 2 filtration systems at 2 homes. At one home after maintenance service, in Oct, it appeared fine but noticed within the next month or 2 a slight decreased in water pressure, but not a big change. In January when turned on to use the pressure was completely gone and unable to use. I called the company and they told me they would send someone out for a charge. They stated they maintenance warranty was only for 1 month. This was not verbalized or is in writing regarding there warranty. This has been a problem from the beginning regarding hidden warranty info. I asked to have a manager call regarding this issue and this was never done. I I called again today 4/11 to see if this policy changed. I spoke with the manger. He stated the same. I voiced my disappointment with not giving there policies up front prior to purchasing or with maintenance of there produces. I don't feel they stand behind there product, which is sad. I will not pay for a service that it is a defective produce (1.5 years old) or the tech broke at time of service. According to the paperwork I have, it states the warranty is for 5 year valve and tank and 2 years ancillary parts. This was never discussed only offered the fee to come out and fee to fix. They also don't discuss if in 1 year your pressure goes up on your home, it voids the warranty on your Reverse osmosis. This is what happened to mine, and they have a fix for 600.00. That to me is fraud as they do NOT tell you any of this up front. So, I have one out of warranty and one that is in warranty but is going to cost. Not a respectable-trusty company. As well as they don't return calls if issues

In response to [redacted] original complaint we did in fact remove her mist pump to bring it back to our facility to bench test and quote for repairs as it was not working.  After sometime the repairs were quoted and [redacted] approved the repairs, however when we purchased the parts to...

repair the mist pump we were sent the incorrect parts by our vendor creating an even further delay in returning [redacted]'s pump to her.  When the correct parts finally arrived we installed and tested the pump to confirm its repair and operation.  When we were running the pump we noticed the bearings were not as they should be.  We quoted [redacted] the repair/replacement of the bearings at a much higher price then what was originally quoted.  [redacted] then made the complaint to the Revdex.com for excessive time and the cost of the repair.  I have spoken with [redacted] in efforts to resolve this issue as of June 4th 2015.  [redacted]'s pump is operational and we will re-installing it in her home this week.  As far as her pump we have documented that the bearings may become an issue in future and we would e happy to help her resolve this when that happens.  Currently [redacted]'s pump is working maintaining pressure and is fully operational. [redacted] we are exrtremely grateful for your patience as we worked through these pump issues and we are apologetic that we did not communicate better with every move.  We are extremely passiaonate about our support to our clients and we never want to disappoint or fail.  I trust this puts this complaint as resolved and handled to the satisfaction of [redacted]. Revdex.com or [redacted] if you have any questions of concerns please do not hesitate to contact me

I have received my pump and it is currently operational and for that I am satisfied.  I would like to note that I am not satisfied with the service I received.  After 6 weeks of phone calls, misinformation and broken promises, it took a complaint to the Revdex.com before I could even have a manager call me, though I had made numerous requests.  There is a serious lack of communication where concerns are not directed to the proper personnel.   I would like to note that [redacted] was the only one who was actually credible and helpful.  It has been a very frustrating experience.   I would not recommend or use this company in the future.

Regards,

Customer’s Statement of the Problem:We purchased a misting system in 2012. Each fall and winter we had aqua science come out for approx. 90.00 to properly maintain the system. They closed it down for the winter last November 2014 and it that time the system was working very well. When they came...

this spring to do the maintenance and turn it back on they stated that the pump no longer worked and couldn't be fixed. They told us that it would cost us $3,000.00 for a new pump. The entire system when installed had cost us about $3,500.00. I don't understand how this could happen and they completed the yearly maintenance on it I have called numerous times without any response..Complaint Background:Product/Service: Purchase Date: 7/21/2012Problem Occurred: 3/21/20156/6/2015 The Aqua Science Service Department has been working with [redacted] to resolve her Mist Pump issue.  We have performed both the shut downs and start ups but we do not guarantee that pump will not fail at some point.  We did bring the pump back to our facility to bench test and disgnose the problem.  After dignosing the pump it need some substanital repair to bring it back to operational status.  The pump is no longer under warranty.  After returing the pump to [redacted] un-repaired we have re-visited this situation with [redacted] and we have come to an agreement to split the cost of the repair so we can get her Mist System back up and runningAqua Science and [redacted] have been working to resolve all issues.  Upon  completion of the repair we are confident that [redacted] will be satisfied with our efforts to regain her confdence.   Upon completion we would like to condsider this issue completed and resolved and removeed  from the Revdex.comIf there arre any questions or concerns please do not hesitate to contact us.  Thanks

I have received my pump and it is currently operational and for that I am satisfied.  I would like to note that I am not satisfied with the service I received.  After 6 weeks of phone calls, misinformation and broken promises, it took a complaint to the Revdex.com before I could even have a manager call me, though I had made numerous requests.  There is a serious lack of communication where concerns are not directed to the proper personnel.   I would like to note that [redacted] was the only one who was actually credible and helpful.  It has been a very frustrating experience.   I would not recommend or use this company in the future.

Regards,

In response to [redacted] original complaint we did in fact remove her mist pump to bring it back to our facility to bench test and quote for repairs as it was not working.  After sometime the repairs were quoted and [redacted] approved the repairs, however when we purchased the parts to...

repair the mist pump we were sent the incorrect parts by our vendor creating an even further delay in returning [redacted]'s pump to her.  When the correct parts finally arrived we installed and tested the pump to confirm its repair and operation.  When we were running the pump we noticed the bearings were not as they should be.  We quoted [redacted] the repair/replacement of the bearings at a much higher price then what was originally quoted.  [redacted] then made the complaint to the Revdex.com for excessive time and the cost of the repair.  I have spoken with [redacted] in efforts to resolve this issue as of June 4th 2015.  [redacted]'s pump is operational and we will re-installing it in her home this week.  As far as her pump we have documented that the bearings may become an issue in future and we would e happy to help her resolve this when that happens.  Currently [redacted]'s pump is working maintaining pressure and is fully operational. [redacted] we are exrtremely grateful for your patience as we worked through these pump issues and we are apologetic that we did not communicate better with every move.  We are extremely passiaonate about our support to our clients and we never want to disappoint or fail.  I trust this puts this complaint as resolved and handled to the satisfaction of [redacted]. Revdex.com or [redacted] if you have any questions of concerns please do not hesitate to contact me

we are reviewing the issue and will be attempting to resolve it soon

To Whom it May ConcernI have Spoken with [redacted], we will be revisiting this situation with a complete diagnoses.  Aqua Science ultimate goal is customer satisfaction.  We are confident we will be able to resolve this issue and achieve customer satisfaction.  I...

will send a response detailing Aqua Science diagnose and resolution of this situation. [redacted]Service Manager ?

After researching Mr. [redacted] account we have determined that he purchased it from another company that is no longer in business.  We have made a wonderful offer to mr. [redacted] which he was very satisfied with and we are installing a new system for him.