In response to the complaint from customer [redacted] have attached a letter that was sent to the Michigan Attorney General as well Thank you,Aqua Pro Support Team August 16, 2016AG No.: [redacted] To Whom It May Concern: [redacted] ** [redacted] Incident # ***I am writing this letter in response to a complaint filed by the customer referenced above in regards to Aqua Pro heat pump serial number Pro [redacted] The customer called in on 05/27/stating that there is possible leak with in the unitSince our units do contain refrigerant we require certified technicians to service and diagnose such complaintsThe warranty for this unit is as follows and began on the purchase date of 05/17/2011:Labor – year – expiredParts – years – expiredCompressor – years – expired Lifetime on titanium tubing only (not the heat exchanger as a whole)Please see attached warranty document for more informationThough Customer Service offered to and did attempt to assist the customer with finding a technician, with the labor portion of the warranty being expired the responsibility to hire a technician is ultimately the responsibility of the homeownerThis was stated to the customer on separate occasionsWe have not attempted, nor will we attempt to avoid the titanium tubing warranty (should that be the issue), but there has been no diagnosis from a certified technician only the stated possibility from the homeownerPlease let me know if we can be of further assistance.Best regards, Aqua Pro Systems
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Good Morning,Please be advised, although the heater was picked up from my locationa couple of months ago I've heard nothing since Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.September 22, [redacted] [redacted] Following is an outline of what has occurred between the AquaPro people and me.On August 23, I purchased an Aqua Pro heat pump from [redacted] *** With this purchase came a five year warranty (see a copy attached) In June my heat pump stopped working I called AquaPro to find out who I should have service the heat pump and they said any qualified HV/AC person would be fine I contacted [redacted] On June 15, [redacted] from [redacted] came to my home to inspect the pump He tested and found that the pump was out of freon, which he then replaced This cost to me was $ One week later the pump stopped working again [redacted] returned and found, after four tests, that the freon was once again gone, but he couldn't find the source He said, “call the manufacturer and utilize your warranty by either having them send a repair person or a new pump.” I called AquaPro and they wanted [redacted] to send a report to them He also spoke with the company We then sent photos of the pump, including the serial number etcin order to prove that it was their product They called and stated that the coil on my pump was copper/nickel and was not covered under the warranty as stated in the warranty Nowhere in my warranty does it state anything of this nature The company suggested that I forward the coil to them When I asked how to remove said coil, they would not help me They said I needed another professional to do this As service costs were mounting, I felt that it would be less expensive to purchase another heat pump The first cost I was quoted from [redacted] at AquaPro was $ At this cost, [redacted] said I would have a “new” pump with a “new” five year warranty and all my electrical hookups and plumbing hookups would stay the same and thus not cost me additionally Please note that by this time, I had made no fewer than phone calls to this company Each time I could not speak with the person I had spoken to the day prior due to one reason or another, such as “she got fired,” “was on vacation,” “loading the truck,” “ in a meeting, etc.” Because the summer was wasting away and I wanted to use the pool, I said okay to ordering the new pump However, now the price was $and they would ship free of charge I gave them my [redacted] credit card number and ordered the pump When the pump arrived, its crate was not intactThe pump arrived without a sales receipt and without a warranty They did include a manual which was NOT THE ORIGINAL, BUT A XEROX COPY STAPLED TOGETHER IN A BAGGIE When [redacted] opened the crate, he noted that the pump was NOT NEW!!! All the labeling on the pump was faded and illegible, the unit was rusty, the end caps on the coil where the freon was supposed to be were missing, and the serial and model numbers were SCRATCHED OFF In addition to all of this, the electrical and plumbing were NOT the same as my old unit, which meant everything would have to be redone at my expense I decided that I did not want this product since it was not what it was represented to beWhen I called AquaPro, [redacted] said that they would be out to pick up the unit and she would be in touch to tell me when this would be done I called numerous times and sent emails often, but [redacted] is always “loading the truck,” and I've gotten no response from anyone at AquaPro I certainly do not think that AquaPro deserves money for this escapade and I am once again informing [redacted] that any payment they have made should be taken back from this company Sincerely, [redacted] Regards, [redacted]
I just wanted to inform you that the heater has been removed from Mr [redacted] 's propertyWe are in the process of having the heater pickfrom the service station and delivered to our warehouseOnce it arrives, the unit will be tested to verify Mr [redacted] 's claims that the unit was defective and not functioning properlyAfter this is completed, we will establish the best way to proceed in bringing this situation to a close for everyone involvedPlease contact me with any additional questions.Thank you,KrystalAqua Pro Systems
We have attempted to honor the warranty for this customerThe unit she currently has is obsolete (manufactured in 2009) therefore a new heat exchanger can not be shippedThe warranty states that we reserve the right to REPAIR OR REPLACE at our option for the original ownerTherefore the process for repair would be as follows:1-An HVAC Tech would have to evacuate the system completely of refrigerant 2-Cut the heat exchanger out of the unit and cap the copper 3-Send it to our warehouse via parcel service 4-The heat exchanger would have to be tested (per the warranty) to ensure no chemical damage had been done to the cupronickle material5-If no chemical damage is found and fault is found to be manufacture defect a replacement S&D unit would be sent under warranty 6-Customer is responsible for labor charges in the field and all transportation charges of parts and replacements as stated in the warrantyWith that being said there was never a true diagnosis of the heat exchangerThe technician concluded this to be the problem by process of elimination not true testingIt was suggested (can only suggest since the customer is out of labor warranty) that the technician and/or a different technician give a proper diagnosis before the customer spent any money on repairs or replacementsThat suggestion as well as the warranty repair option were declined by the homeowner on 7/27/At that time she was offered another option of purchasing an S&D unit of comparable BTU, Freon, and size for $with the shipping costs included in that priceDuring the conversation it was stated to her (as she specifically asked about the type of refrigerant) that the unit would contain the R-same as her current heater as opposed to the more current R-410AIt was also stated to her that it would be an S&D (scratch and dent) unit hence the discounted price, but would have titanium tubing as opposed to cupronickleWe offered a new warranty of year labor, years parts, years compressor, and Lifetime on the titaniumShe accepted and provided her credit card # for the saleUpon receiving the heater she was dissatisfied with the cosmetic appearance of the heater claiming we told her it would be brand newThat is falseShe sent photos and it was confirmed that the complaints were only cosmetic and would not effect the operation of the heaterShe remained upset and demanded that we pick up the unit and stated at that time she was going to cancel the paymentIt was explained to her that the heater would have to be put back on the skid, strapped back down and moved to an unobstructed location in the front of the residence (as the installer had taken it off and placed it in the back yard preparing for install)She refused to do that as wellStating that the truck driver would have to do that himselfIt was explained that he would not do that and a truck could not be sent to site without confirmation it was readyThe paperwork for pick up was sent to her via email on 8/30/and it was stated in that same email for her to notify our company when the unit is ready for pick upWe have received no such confirmation from the customerShe has now reversed the charges on her card therefore she is in possession of a heater that she has not paid for.Thank you, Aqua Pro Systems
Photos attached.Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.September 22, [redacted] [redacted] Following is an outline of what has occurred between the AquaPro people and me.On August 23, I purchased an Aqua Pro heat pump from [redacted] *** With this purchase came a five year warranty (see a copy attached) In June my heat pump stopped working I called AquaPro to find out who I should have service the heat pump and they said any qualified HV/AC person would be fine I contacted [redacted] ** On June 15, [redacted] from [redacted] came to my home to inspect the pump He tested and found that the pump was out of freon, which he then replaced This cost to me was $ One week later the pump stopped working again [redacted] returned and found, after four tests, that the freon was once again gone, but he couldn't find the source He said, “call the manufacturer and utilize your warranty by either having them send a repair person or a new pump.” I called AquaPro and they wanted [redacted] to send a report to them He also spoke with the company We then sent photos of the pump, including the serial number etcin order to prove that it was their product They called and stated that the coil on my pump was copper/nickel and was not covered under the warranty as stated in the warranty Nowhere in my warranty does it state anything of this nature The company suggested that I forward the coil to them When I asked how to remove said coil, they would not help me They said I needed another professional to do this As service costs were mounting, I felt that it would be less expensive to purchase another heat pump The first cost I was quoted from [redacted] at AquaPro was $ At this cost, [redacted] said I would have a “new” pump with a “new” five year warranty and all my electrical hookups and plumbing hookups would stay the same and thus not cost me additionally Please note that by this time, I had made no fewer than phone calls to this company Each time I could not speak with the person I had spoken to the day prior due to one reason or another, such as “she got fired,” “was on vacation,” “loading the truck,” “ in a meeting, etc.” Because the summer was wasting away and I wanted to use the pool, I said okay to ordering the new pump However, now the price was $and they would ship free of charge I gave them my [redacted] credit card number and ordered the pump When the pump arrived, its crate was not intactThe pump arrived without a sales receipt and without a warranty They did include a manual which was NOT THE ORIGINAL, BUT A XEROX COPY STAPLED TOGETHER IN A BAGGIE When [redacted] opened the crate, he noted that the pump was NOT NEW!!! All the labeling on the pump was faded and illegible, the unit was rusty, the end caps on the coil where the freon was supposed to be were missing, and the serial and model numbers were SCRATCHED OFF In addition to all of this, the electrical and plumbing were NOT the same as my old unit, which meant everything would have to be redone at my expense I decided that I did not want this product since it was not what it was represented to beWhen I called AquaPro, [redacted] said that they would be out to pick up the unit and she would be in touch to tell me when this would be done I called numerous times and sent emails often, but [redacted] is always “loading the truck,” and I've gotten no response from anyone at AquaPro I certainly do not think that AquaPro deserves money for this escapade and I am once again informing [redacted] that any payment they have made should be taken back from this company Sincerely, [redacted]
Until such time as the heater is picked up and some type of compensation is made the issue is not resolved.I did receive a call approxdays ago and had a conversation regarding the pickup.They were going to call someone to move the heater and prepare it for shipment and then send a trucking company to pick it up.I've heard nothing from them since the phone call.Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Date: Wed, Aug 26, at 4:PMSubject: RE: ACTION REQUIRED: You have received a customer comment from Revdex.com serving Cincinnati regarding complaint # [redacted] To: [email protected] do not have any record either phone or email of this customer contacting our officeI did contact the customer on Monday and he said he was going to call me back on Monday or Tuesday to provide the model name and serial number for his heaterI never got a return call from the customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** If the business wants to Call *** Pools whom sold it to me they can retrieve the model number and serial number.I am not a technician and cannot locate what they are asking for.What I do know is that the unit does not work, customer service was rude and it has been over weeks since my original call.It's funny how rude customer service people never log callsI can provide proof the call was made!!At this point I have replaced the unit with another brand at a cost of over $4,000.00.I still have their original unit and they are more than welcome to come and pick it up
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The issue has not been resolved and last contact made with Aqua Prowas almost months after I filed this complaint:Aqua Pro has called me 2X in total, 1st do deny that I ever spoke tocustomer service and basically tell me to fix it myself.2nd was to tell me they would pick up the heater, I told them theyneeded to make an appointment as there are dogs on my property.They said they would call back and never did.It appears Ms ***'s only thoughts in this matter is to attemptto make the consumer look bad, yet not deal with the matter at hand.I guess I have no choice but to file a lawsuit against this companyPlease find two (2) pix of the unit one (1) clearly shows model and Serial #
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** Until the unit is picked up and we proceed to resolution I'd feel more comfortable leaving this open.In past this company has told me they would call me back on multiple occasions and only appear to call back after contact w/Revdex.com. 10/15- As of today, I have not heard anything regarding a pidate
We contacted *** todayHe has agreed to have us pick up the heater, bring it back to our facility to be tested and we will then contact *** to discuss compensation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Well folks it all boils down to this:When I originally called aquapro the heater was in place.Due to their negligence in any type of timely response to my calls or my complaint to Revdex.com (The Revdex.com records are a clear indication of their lack of response) I made a choice to be able to use my pool by installing a new pool heaterLook at how long it took them to pick it up and how many times they said they would, this was months and months, without the help of Revdex.com they never would haveIn all of this they have only once called me without my having to push them through Revdex.com.Through their own admission there was an issue with the unit.Now they are holding the unit demanding that I pay for shipping both ways for them to fix their defective unit.So all in all they are in possession of a unit that I bought and paid for and demanding monies to release itThey have offered me absolutely no compensation, yet are in posession of a large ticket item I bought and paid for.A circuit court Judge is gonna just love this.I thank the Revdex.com for their perseverance and caring, however I believe that the only way this will be settled is through local media and the *** Circuit Court system.A Note to Aqua Pro: I will be filing a lawsuit in the State of *** as well as contact the local media and the states attorney as you have left me no other choice.perseverance
Regards,
*** ***
To whom it may concern,
We have attempted to resolve the complaint with the customer
but have been unable to reach a resolution.
I would first like to provide our warranty claim process for any heat
pump still under labor/service warranty
The consumer believes there to be an issue with our product
They contact Aqua Pro Systems (manufacturer) to state the
issue, provide contact information and begin the warranty claim process- A
purchase receipt must be obtained to validate purchase date = warranty start
date. It is then established which
sections of warranty are still active (labor, parts, compressor, titanium)
A.
If all warranty is active and service is the
responsibility of the manufacturer:
1.
Aqua Pro Systems will then locate a contracted
service company within the area and dispatch a service technician. The company has 24-hours from the time
they receive the email from Aqua Pro to contact the customer and schedule an
appointment2.
The technician will contact Aqua Pro with the
discovered diagnosis and repair the unit.
If parts are required to complete the repair, these parts can be ordered
from Aqua Pro. As stated in the warranty,
all shipping charges are the responsibility of the consumer. (Aqua Pro Systems covers the shipping charge
for the first year of purchase as a courtesy to the consumer.)
3.
Once the parts are received, an additional
appointment will be scheduled between the technician and the homeowner to have
the repair completed on site
B.
If labor warranty has expired but the customer
remains under parts warranty:
1.
Aqua Pro Systems will inform the customer that the
labor/service charges and appointment arrangements are the responsibility of
the homeownera.
If requested, Aqua Pro Systems will recommend a
service company in the area, but the consumer has the right to utilize any HVAC
licensed professional.
2.
If parts are needed to complete the repair:
a.
The technician will replace parts from their
company's stock
I.
Aqua Pro will contact the customer to request a
credit card for the shipping charges to have the part replenished to the
companyb.
Parts will be ordered from Aqua Pro Systems
I.
The consumer must provide a credit card for the
shipping charges of any parts needed for repair
Our records indicate that the complainant did not follow
this process or provide a purchase receipt, nor were we informed of any issue
before being contacted by the Revdex.com. Once
we were aware of the situation, we offered to dispatch a technician to assess
the heat pump. The consumer refused this
offer stating that the unit was disconnected, a new heater installed and all he
wanted was to have the heat pump removed from his property. Although freight/shipping charges are the
responsibility of the consumer, Aqua Pro absorbed the $cost for a
contractor to remove the heater from the property and prepare it for return
shipment to our warehouse. Once
received, the heat pump was assessed and repaired. The returns department found that there were
foreign parts within the heater and the heat exchanger had a leak. We were never informed that any repairs were
attempted or provided with information regarding previous service. We have no records from this consumer,
therefore, the service was not performed by any of our representatives
The repairs were completed (approximately $for parts
and labor) and we offered to send the newly repaired unit back to the
consumer. The complainant refused to provide
a credit card for the freight/shipping charges
Every product we manufacture is sold with an owner's manual
which includes documentation of the warranty (typically on the last page). I have attached a copy of the warranty that
would have been distributed with the model and year heater in question. I have highlighted any pertinent information
for this situation
Aqua Pro Systems has strived to uphold all aspects of the
warranty agreement, and believes that the situation could be resolved if the
consumer did the same. Sincerely,Aqua Pro Support
In response to the complaint from customer [redacted] have attached a letter that was sent to the Michigan Attorney General as well. Thank you,Aqua Pro Support Team August 16, 2016AG No.: [redacted]To Whom It May Concern:[redacted]
[redacted]...
[redacted]Incident # [redacted]I am writing this letter in response to a complaint filed by the customer referenced above in regards to Aqua Pro heat pump serial number Pro800 [redacted]. The customer called in on 05/27/2016 stating that there is possible leak with in the unit. Since our units do contain refrigerant we require certified technicians to service and diagnose such complaints. The warranty for this unit is as follows and began on the purchase date of 05/17/2011:Labor – 1 year – expiredParts – 2 years – expiredCompressor – 5 years – expired Lifetime on titanium tubing only (not the heat exchanger as a whole)Please see attached warranty document for more informationThough Customer Service offered to and did attempt to assist the customer with finding a technician, with the labor portion of the warranty being expired the responsibility to hire a technician is ultimately the responsibility of the homeowner. This was stated to the customer on 2 separate occasions. We have not attempted, nor will we attempt to avoid the titanium tubing warranty (should that be the issue), but there has been no diagnosis from a certified technician only the stated possibility from the homeowner. Please let me know if we can be of further assistance.Best regards, Aqua Pro Systems
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] This is exactly the issue. Aqua Pro systems sold me a unit in the state of Michigan in which they knew has no technician support in Michigan. We have attempted to find a Licensed HVAC service technician that will work on their products. All the people we have contacted refuse to work on the unit. This lack of service area was not disclosed in Michigan which now makes their life time warranty invalid. The reason we purchased the Aqua pro unit originally is for the warranty on the heat titanium heat exchanger ( The white coiled part inside the pool heater.
Regards,
[redacted]
I just wanted to inform you that the heater has been removed from Mr. [redacted]'s property. We are in the process of having the heater picked-up from the service station and delivered to our warehouse. Once it arrives, the unit will be tested to verify Mr. [redacted]'s claims that the unit was defective and not functioning properly. After this is completed, we will establish the best way to proceed in bringing this situation to a close for everyone involved. Please contact me with any additional questions.Thank you,KrystalAqua Pro Systems
Good Afternoon, In response to the consumer complaint, our customer service department contacted Mr. [redacted] again yesterday. We are more than happy to assist however Mr. [redacted] still is not providing essential information in order for us to be able to assist. Mr. [redacted] then proceeded to tell us that if we come onto his property after 12 noon that we are taking our lives into our own hands due to him having dogs. [redacted] ended the phone call by telling the customer service representative that she and her supervisor could kiss his a**. Amy P[redacted]Administrative AssistantAqua Pro Systems/Heating Solutions###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.September 22, 2016[redacted]Following is an outline of what has occurred between the AquaPro people and me.On August 23, 2013 I purchased an Aqua Pro 600 heat pump from [redacted]. With this purchase came a five year warranty (see a copy attached). In June 2016 my heat pump stopped working. I called AquaPro to find out who I should have service the heat pump and they said any qualified HV/AC person would be fine. I contacted [redacted] On June 15, 2016 [redacted] from [redacted] came to my home to inspect the pump. He tested and found that the pump was out of freon, which he then replaced. This cost to me was $450. One week later the pump stopped working again. [redacted] returned and found, after four tests, that the freon was once again gone, but he couldn't find the source. He said, “call the manufacturer and utilize your warranty by either having them send a repair person or a new pump.” I called AquaPro and they wanted [redacted] to send a report to them. He also spoke with the company. We then sent photos of the pump, including the serial number etc. in order to prove that it was their product. They called and stated that the coil on my pump was copper/nickel and was not covered under the warranty as stated in the warranty. Nowhere in my warranty does it state anything of this nature. The company suggested that I forward the coil to them. When I asked how to remove said coil, they would not help me. They said I needed another professional to do this. As service costs were mounting, I felt that it would be less expensive to purchase another heat pump. The first cost I was quoted from [redacted] at AquaPro was $900. At this cost, [redacted] said I would have a “new” pump with a “new” five year warranty and all my electrical hookups and plumbing hookups would stay the same and thus not cost me additionally. Please note that by this time, I had made no fewer than 35 phone calls to this company. Each time I could not speak with the person I had spoken to the day prior due to one reason or another, such as “she got fired,” “was on vacation,” “loading the truck,” “ in a meeting, etc.” Because the summer was wasting away and I wanted to use the pool, I said okay to ordering the new pump. However, now the price was $1300 and they would ship free of charge. I gave them my [redacted] credit card number and ordered the pump. When the pump arrived, its crate was not intact. The pump arrived without a sales receipt and without a warranty. They did include a manual which was NOT THE ORIGINAL, BUT A XEROX COPY STAPLED TOGETHER IN A BAGGIE. When [redacted] opened the crate, he noted that the pump was NOT NEW!!! All the labeling on the pump was faded and illegible, the unit was rusty, the end caps on the coil where the freon was supposed to be were missing, and the serial and model numbers were SCRATCHED OFF. In addition to all of this, the electrical and plumbing were NOT the same as my old unit, which meant everything would have to be redone at my expense. I decided that I did not want this product since it was not what it was represented to be. When I called AquaPro, [redacted] said that they would be out to pick up the unit and she would be in touch to tell me when this would be done. I called numerous times and sent emails often, but [redacted] is always “loading the truck,” and I've gotten no response from anyone at AquaPro. I certainly do not think that AquaPro deserves money for this escapade and I am once again informing [redacted] that any payment they have made should be taken back from this company. Sincerely,[redacted]
Regards,
[redacted]
In response to the complaint from customer [redacted] have attached a letter that was sent to the Michigan Attorney General as well Thank you,Aqua Pro Support Team August 16, 2016AG No.: [redacted] To Whom It May Concern: [redacted] ** [redacted] Incident # ***I am writing this letter in response to a complaint filed by the customer referenced above in regards to Aqua Pro heat pump serial number Pro [redacted] The customer called in on 05/27/stating that there is possible leak with in the unitSince our units do contain refrigerant we require certified technicians to service and diagnose such complaintsThe warranty for this unit is as follows and began on the purchase date of 05/17/2011:Labor – year – expiredParts – years – expiredCompressor – years – expired Lifetime on titanium tubing only (not the heat exchanger as a whole)Please see attached warranty document for more informationThough Customer Service offered to and did attempt to assist the customer with finding a technician, with the labor portion of the warranty being expired the responsibility to hire a technician is ultimately the responsibility of the homeownerThis was stated to the customer on separate occasionsWe have not attempted, nor will we attempt to avoid the titanium tubing warranty (should that be the issue), but there has been no diagnosis from a certified technician only the stated possibility from the homeownerPlease let me know if we can be of further assistance.Best regards, Aqua Pro Systems
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Good Morning,Please be advised, although the heater was picked up from my locationa couple of months ago I've heard nothing since Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.September 22, [redacted] [redacted] Following is an outline of what has occurred between the AquaPro people and me.On August 23, I purchased an Aqua Pro heat pump from [redacted] *** With this purchase came a five year warranty (see a copy attached) In June my heat pump stopped working I called AquaPro to find out who I should have service the heat pump and they said any qualified HV/AC person would be fine I contacted [redacted] On June 15, [redacted] from [redacted] came to my home to inspect the pump He tested and found that the pump was out of freon, which he then replaced This cost to me was $ One week later the pump stopped working again [redacted] returned and found, after four tests, that the freon was once again gone, but he couldn't find the source He said, “call the manufacturer and utilize your warranty by either having them send a repair person or a new pump.” I called AquaPro and they wanted [redacted] to send a report to them He also spoke with the company We then sent photos of the pump, including the serial number etcin order to prove that it was their product They called and stated that the coil on my pump was copper/nickel and was not covered under the warranty as stated in the warranty Nowhere in my warranty does it state anything of this nature The company suggested that I forward the coil to them When I asked how to remove said coil, they would not help me They said I needed another professional to do this As service costs were mounting, I felt that it would be less expensive to purchase another heat pump The first cost I was quoted from [redacted] at AquaPro was $ At this cost, [redacted] said I would have a “new” pump with a “new” five year warranty and all my electrical hookups and plumbing hookups would stay the same and thus not cost me additionally Please note that by this time, I had made no fewer than phone calls to this company Each time I could not speak with the person I had spoken to the day prior due to one reason or another, such as “she got fired,” “was on vacation,” “loading the truck,” “ in a meeting, etc.” Because the summer was wasting away and I wanted to use the pool, I said okay to ordering the new pump However, now the price was $and they would ship free of charge I gave them my [redacted] credit card number and ordered the pump When the pump arrived, its crate was not intactThe pump arrived without a sales receipt and without a warranty They did include a manual which was NOT THE ORIGINAL, BUT A XEROX COPY STAPLED TOGETHER IN A BAGGIE When [redacted] opened the crate, he noted that the pump was NOT NEW!!! All the labeling on the pump was faded and illegible, the unit was rusty, the end caps on the coil where the freon was supposed to be were missing, and the serial and model numbers were SCRATCHED OFF In addition to all of this, the electrical and plumbing were NOT the same as my old unit, which meant everything would have to be redone at my expense I decided that I did not want this product since it was not what it was represented to beWhen I called AquaPro, [redacted] said that they would be out to pick up the unit and she would be in touch to tell me when this would be done I called numerous times and sent emails often, but [redacted] is always “loading the truck,” and I've gotten no response from anyone at AquaPro I certainly do not think that AquaPro deserves money for this escapade and I am once again informing [redacted] that any payment they have made should be taken back from this company Sincerely, [redacted] Regards, [redacted]
I just wanted to inform you that the heater has been removed from Mr [redacted] 's propertyWe are in the process of having the heater pickfrom the service station and delivered to our warehouseOnce it arrives, the unit will be tested to verify Mr [redacted] 's claims that the unit was defective and not functioning properlyAfter this is completed, we will establish the best way to proceed in bringing this situation to a close for everyone involvedPlease contact me with any additional questions.Thank you,KrystalAqua Pro Systems
We have attempted to honor the warranty for this customerThe unit she currently has is obsolete (manufactured in 2009) therefore a new heat exchanger can not be shippedThe warranty states that we reserve the right to REPAIR OR REPLACE at our option for the original ownerTherefore the process for repair would be as follows:1-An HVAC Tech would have to evacuate the system completely of refrigerant 2-Cut the heat exchanger out of the unit and cap the copper 3-Send it to our warehouse via parcel service 4-The heat exchanger would have to be tested (per the warranty) to ensure no chemical damage had been done to the cupronickle material5-If no chemical damage is found and fault is found to be manufacture defect a replacement S&D unit would be sent under warranty 6-Customer is responsible for labor charges in the field and all transportation charges of parts and replacements as stated in the warrantyWith that being said there was never a true diagnosis of the heat exchangerThe technician concluded this to be the problem by process of elimination not true testingIt was suggested (can only suggest since the customer is out of labor warranty) that the technician and/or a different technician give a proper diagnosis before the customer spent any money on repairs or replacementsThat suggestion as well as the warranty repair option were declined by the homeowner on 7/27/At that time she was offered another option of purchasing an S&D unit of comparable BTU, Freon, and size for $with the shipping costs included in that priceDuring the conversation it was stated to her (as she specifically asked about the type of refrigerant) that the unit would contain the R-same as her current heater as opposed to the more current R-410AIt was also stated to her that it would be an S&D (scratch and dent) unit hence the discounted price, but would have titanium tubing as opposed to cupronickleWe offered a new warranty of year labor, years parts, years compressor, and Lifetime on the titaniumShe accepted and provided her credit card # for the saleUpon receiving the heater she was dissatisfied with the cosmetic appearance of the heater claiming we told her it would be brand newThat is falseShe sent photos and it was confirmed that the complaints were only cosmetic and would not effect the operation of the heaterShe remained upset and demanded that we pick up the unit and stated at that time she was going to cancel the paymentIt was explained to her that the heater would have to be put back on the skid, strapped back down and moved to an unobstructed location in the front of the residence (as the installer had taken it off and placed it in the back yard preparing for install)She refused to do that as wellStating that the truck driver would have to do that himselfIt was explained that he would not do that and a truck could not be sent to site without confirmation it was readyThe paperwork for pick up was sent to her via email on 8/30/and it was stated in that same email for her to notify our company when the unit is ready for pick upWe have received no such confirmation from the customerShe has now reversed the charges on her card therefore she is in possession of a heater that she has not paid for.Thank you, Aqua Pro Systems
Photos attached.Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.September 22, [redacted] [redacted] Following is an outline of what has occurred between the AquaPro people and me.On August 23, I purchased an Aqua Pro heat pump from [redacted] *** With this purchase came a five year warranty (see a copy attached) In June my heat pump stopped working I called AquaPro to find out who I should have service the heat pump and they said any qualified HV/AC person would be fine I contacted [redacted] ** On June 15, [redacted] from [redacted] came to my home to inspect the pump He tested and found that the pump was out of freon, which he then replaced This cost to me was $ One week later the pump stopped working again [redacted] returned and found, after four tests, that the freon was once again gone, but he couldn't find the source He said, “call the manufacturer and utilize your warranty by either having them send a repair person or a new pump.” I called AquaPro and they wanted [redacted] to send a report to them He also spoke with the company We then sent photos of the pump, including the serial number etcin order to prove that it was their product They called and stated that the coil on my pump was copper/nickel and was not covered under the warranty as stated in the warranty Nowhere in my warranty does it state anything of this nature The company suggested that I forward the coil to them When I asked how to remove said coil, they would not help me They said I needed another professional to do this As service costs were mounting, I felt that it would be less expensive to purchase another heat pump The first cost I was quoted from [redacted] at AquaPro was $ At this cost, [redacted] said I would have a “new” pump with a “new” five year warranty and all my electrical hookups and plumbing hookups would stay the same and thus not cost me additionally Please note that by this time, I had made no fewer than phone calls to this company Each time I could not speak with the person I had spoken to the day prior due to one reason or another, such as “she got fired,” “was on vacation,” “loading the truck,” “ in a meeting, etc.” Because the summer was wasting away and I wanted to use the pool, I said okay to ordering the new pump However, now the price was $and they would ship free of charge I gave them my [redacted] credit card number and ordered the pump When the pump arrived, its crate was not intactThe pump arrived without a sales receipt and without a warranty They did include a manual which was NOT THE ORIGINAL, BUT A XEROX COPY STAPLED TOGETHER IN A BAGGIE When [redacted] opened the crate, he noted that the pump was NOT NEW!!! All the labeling on the pump was faded and illegible, the unit was rusty, the end caps on the coil where the freon was supposed to be were missing, and the serial and model numbers were SCRATCHED OFF In addition to all of this, the electrical and plumbing were NOT the same as my old unit, which meant everything would have to be redone at my expense I decided that I did not want this product since it was not what it was represented to beWhen I called AquaPro, [redacted] said that they would be out to pick up the unit and she would be in touch to tell me when this would be done I called numerous times and sent emails often, but [redacted] is always “loading the truck,” and I've gotten no response from anyone at AquaPro I certainly do not think that AquaPro deserves money for this escapade and I am once again informing [redacted] that any payment they have made should be taken back from this company Sincerely, [redacted]
Until such time as the heater is picked up and some type of compensation is made the issue is not resolved.I did receive a call approxdays ago and had a conversation regarding the pickup.They were going to call someone to move the heater and prepare it for shipment and then send a trucking company to pick it up.I've heard nothing from them since the phone call.Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Date: Wed, Aug 26, at 4:PMSubject: RE: ACTION REQUIRED: You have received a customer comment from Revdex.com serving Cincinnati regarding complaint # [redacted] To: [email protected] do not have any record either phone or email of this customer contacting our officeI did contact the customer on Monday and he said he was going to call me back on Monday or Tuesday to provide the model name and serial number for his heaterI never got a return call from the customer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** If the business wants to Call *** Pools whom sold it to me they can retrieve the model number and serial number.I am not a technician and cannot locate what they are asking for.What I do know is that the unit does not work, customer service was rude and it has been over weeks since my original call.It's funny how rude customer service people never log callsI can provide proof the call was made!!At this point I have replaced the unit with another brand at a cost of over $4,000.00.I still have their original unit and they are more than welcome to come and pick it up
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The issue has not been resolved and last contact made with Aqua Prowas almost months after I filed this complaint:Aqua Pro has called me 2X in total, 1st do deny that I ever spoke tocustomer service and basically tell me to fix it myself.2nd was to tell me they would pick up the heater, I told them theyneeded to make an appointment as there are dogs on my property.They said they would call back and never did.It appears Ms ***'s only thoughts in this matter is to attemptto make the consumer look bad, yet not deal with the matter at hand.I guess I have no choice but to file a lawsuit against this companyPlease find two (2) pix of the unit one (1) clearly shows model and Serial #
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** Until the unit is picked up and we proceed to resolution I'd feel more comfortable leaving this open.In past this company has told me they would call me back on multiple occasions and only appear to call back after contact w/Revdex.com. 10/15- As of today, I have not heard anything regarding a pidate
We are currently working to make arrangements to have the heater picked up from the residence
We contacted *** todayHe has agreed to have us pick up the heater, bring it back to our facility to be tested and we will then contact *** to discuss compensation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Well folks it all boils down to this:When I originally called aquapro the heater was in place.Due to their negligence in any type of timely response to my calls or my complaint to Revdex.com (The Revdex.com records are a clear indication of their lack of response) I made a choice to be able to use my pool by installing a new pool heaterLook at how long it took them to pick it up and how many times they said they would, this was months and months, without the help of Revdex.com they never would haveIn all of this they have only once called me without my having to push them through Revdex.com.Through their own admission there was an issue with the unit.Now they are holding the unit demanding that I pay for shipping both ways for them to fix their defective unit.So all in all they are in possession of a unit that I bought and paid for and demanding monies to release itThey have offered me absolutely no compensation, yet are in posession of a large ticket item I bought and paid for.A circuit court Judge is gonna just love this.I thank the Revdex.com for their perseverance and caring, however I believe that the only way this will be settled is through local media and the *** Circuit Court system.A Note to Aqua Pro: I will be filing a lawsuit in the State of *** as well as contact the local media and the states attorney as you have left me no other choice.perseverance
Regards,
*** ***
To whom it may concern,
We have attempted to resolve the complaint with the customer
but have been unable to reach a resolution.
I would first like to provide our warranty claim process for any heat
pump still under labor/service warranty
The consumer believes there to be an issue with our product
They contact Aqua Pro Systems (manufacturer) to state the
issue, provide contact information and begin the warranty claim process- A
purchase receipt must be obtained to validate purchase date = warranty start
date. It is then established which
sections of warranty are still active (labor, parts, compressor, titanium)
A.
If all warranty is active and service is the
responsibility of the manufacturer:
1.
Aqua Pro Systems will then locate a contracted
service company within the area and dispatch a service technician. The company has 24-hours from the time
they receive the email from Aqua Pro to contact the customer and schedule an
appointment2.
The technician will contact Aqua Pro with the
discovered diagnosis and repair the unit.
If parts are required to complete the repair, these parts can be ordered
from Aqua Pro. As stated in the warranty,
all shipping charges are the responsibility of the consumer. (Aqua Pro Systems covers the shipping charge
for the first year of purchase as a courtesy to the consumer.)
3.
Once the parts are received, an additional
appointment will be scheduled between the technician and the homeowner to have
the repair completed on site
B.
If labor warranty has expired but the customer
remains under parts warranty:
1.
Aqua Pro Systems will inform the customer that the
labor/service charges and appointment arrangements are the responsibility of
the homeownera.
If requested, Aqua Pro Systems will recommend a
service company in the area, but the consumer has the right to utilize any HVAC
licensed professional.
2.
If parts are needed to complete the repair:
a.
The technician will replace parts from their
company's stock
I.
Aqua Pro will contact the customer to request a
credit card for the shipping charges to have the part replenished to the
companyb.
Parts will be ordered from Aqua Pro Systems
I.
The consumer must provide a credit card for the
shipping charges of any parts needed for repair
Our records indicate that the complainant did not follow
this process or provide a purchase receipt, nor were we informed of any issue
before being contacted by the Revdex.com. Once
we were aware of the situation, we offered to dispatch a technician to assess
the heat pump. The consumer refused this
offer stating that the unit was disconnected, a new heater installed and all he
wanted was to have the heat pump removed from his property. Although freight/shipping charges are the
responsibility of the consumer, Aqua Pro absorbed the $cost for a
contractor to remove the heater from the property and prepare it for return
shipment to our warehouse. Once
received, the heat pump was assessed and repaired. The returns department found that there were
foreign parts within the heater and the heat exchanger had a leak. We were never informed that any repairs were
attempted or provided with information regarding previous service. We have no records from this consumer,
therefore, the service was not performed by any of our representatives
The repairs were completed (approximately $for parts
and labor) and we offered to send the newly repaired unit back to the
consumer. The complainant refused to provide
a credit card for the freight/shipping charges
Every product we manufacture is sold with an owner's manual
which includes documentation of the warranty (typically on the last page). I have attached a copy of the warranty that
would have been distributed with the model and year heater in question. I have highlighted any pertinent information
for this situation
Aqua Pro Systems has strived to uphold all aspects of the
warranty agreement, and believes that the situation could be resolved if the
consumer did the same. Sincerely,Aqua Pro Support
In response to the complaint from customer [redacted] have attached a letter that was sent to the Michigan Attorney General as well. Thank you,Aqua Pro Support Team August 16, 2016AG No.: [redacted]To Whom It May Concern:[redacted]
[redacted]...
[redacted]Incident # [redacted]I am writing this letter in response to a complaint filed by the customer referenced above in regards to Aqua Pro heat pump serial number Pro800 [redacted]. The customer called in on 05/27/2016 stating that there is possible leak with in the unit. Since our units do contain refrigerant we require certified technicians to service and diagnose such complaints. The warranty for this unit is as follows and began on the purchase date of 05/17/2011:Labor – 1 year – expiredParts – 2 years – expiredCompressor – 5 years – expired Lifetime on titanium tubing only (not the heat exchanger as a whole)Please see attached warranty document for more informationThough Customer Service offered to and did attempt to assist the customer with finding a technician, with the labor portion of the warranty being expired the responsibility to hire a technician is ultimately the responsibility of the homeowner. This was stated to the customer on 2 separate occasions. We have not attempted, nor will we attempt to avoid the titanium tubing warranty (should that be the issue), but there has been no diagnosis from a certified technician only the stated possibility from the homeowner. Please let me know if we can be of further assistance.Best regards, Aqua Pro Systems
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] This is exactly the issue. Aqua Pro systems sold me a unit in the state of Michigan in which they knew has no technician support in Michigan. We have attempted to find a Licensed HVAC service technician that will work on their products. All the people we have contacted refuse to work on the unit. This lack of service area was not disclosed in Michigan which now makes their life time warranty invalid. The reason we purchased the Aqua pro unit originally is for the warranty on the heat titanium heat exchanger ( The white coiled part inside the pool heater.
Regards,
[redacted]
I just wanted to inform you that the heater has been removed from Mr. [redacted]'s property. We are in the process of having the heater picked-up from the service station and delivered to our warehouse. Once it arrives, the unit will be tested to verify Mr. [redacted]'s claims that the unit was defective and not functioning properly. After this is completed, we will establish the best way to proceed in bringing this situation to a close for everyone involved. Please contact me with any additional questions.Thank you,KrystalAqua Pro Systems
Good Afternoon, In response to the consumer complaint, our customer service department contacted Mr. [redacted] again yesterday. We are more than happy to assist however Mr. [redacted] still is not providing essential information in order for us to be able to assist. Mr. [redacted] then proceeded to tell us that if we come onto his property after 12 noon that we are taking our lives into our own hands due to him having dogs. [redacted] ended the phone call by telling the customer service representative that she and her supervisor could kiss his a**. Amy P[redacted]Administrative AssistantAqua Pro Systems/Heating Solutions###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.September 22, 2016[redacted]Following is an outline of what has occurred between the AquaPro people and me.On August 23, 2013 I purchased an Aqua Pro 600 heat pump from [redacted]. With this purchase came a five year warranty (see a copy attached). In June 2016 my heat pump stopped working. I called AquaPro to find out who I should have service the heat pump and they said any qualified HV/AC person would be fine. I contacted [redacted] On June 15, 2016 [redacted] from [redacted] came to my home to inspect the pump. He tested and found that the pump was out of freon, which he then replaced. This cost to me was $450. One week later the pump stopped working again. [redacted] returned and found, after four tests, that the freon was once again gone, but he couldn't find the source. He said, “call the manufacturer and utilize your warranty by either having them send a repair person or a new pump.” I called AquaPro and they wanted [redacted] to send a report to them. He also spoke with the company. We then sent photos of the pump, including the serial number etc. in order to prove that it was their product. They called and stated that the coil on my pump was copper/nickel and was not covered under the warranty as stated in the warranty. Nowhere in my warranty does it state anything of this nature. The company suggested that I forward the coil to them. When I asked how to remove said coil, they would not help me. They said I needed another professional to do this. As service costs were mounting, I felt that it would be less expensive to purchase another heat pump. The first cost I was quoted from [redacted] at AquaPro was $900. At this cost, [redacted] said I would have a “new” pump with a “new” five year warranty and all my electrical hookups and plumbing hookups would stay the same and thus not cost me additionally. Please note that by this time, I had made no fewer than 35 phone calls to this company. Each time I could not speak with the person I had spoken to the day prior due to one reason or another, such as “she got fired,” “was on vacation,” “loading the truck,” “ in a meeting, etc.” Because the summer was wasting away and I wanted to use the pool, I said okay to ordering the new pump. However, now the price was $1300 and they would ship free of charge. I gave them my [redacted] credit card number and ordered the pump. When the pump arrived, its crate was not intact. The pump arrived without a sales receipt and without a warranty. They did include a manual which was NOT THE ORIGINAL, BUT A XEROX COPY STAPLED TOGETHER IN A BAGGIE. When [redacted] opened the crate, he noted that the pump was NOT NEW!!! All the labeling on the pump was faded and illegible, the unit was rusty, the end caps on the coil where the freon was supposed to be were missing, and the serial and model numbers were SCRATCHED OFF. In addition to all of this, the electrical and plumbing were NOT the same as my old unit, which meant everything would have to be redone at my expense. I decided that I did not want this product since it was not what it was represented to be. When I called AquaPro, [redacted] said that they would be out to pick up the unit and she would be in touch to tell me when this would be done. I called numerous times and sent emails often, but [redacted] is always “loading the truck,” and I've gotten no response from anyone at AquaPro. I certainly do not think that AquaPro deserves money for this escapade and I am once again informing [redacted] that any payment they have made should be taken back from this company. Sincerely,[redacted]
Regards,
[redacted]