We have attempted to honor the warranty for this customer. The unit she currently has is obsolete (manufactured in 2009) therefore a new heat exchanger can not be shipped. The warranty states that we reserve the right to REPAIR OR REPLACE at our option for the original owner. Therefore 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 material. 5-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 exchanger. The technician concluded this to be the problem by process of elimination not true testing. It 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 replacements. That suggestion as well as the warranty repair option were declined by the homeowner on 7/27/16. At that time she was offered another option of purchasing an S&D unit of comparable BTU, Freon, and size for $1300 with the shipping costs included in that price. During the conversation it was stated to her (as she specifically asked about the type of refrigerant) that the unit would contain the R-22 same as her current heater as opposed to the more current R-410A. It 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 cupronickle. We offered a new warranty of 1 year labor, 2 years parts, 5 years compressor, and Lifetime on the titanium. She accepted and provided her credit card # for the sale. Upon receiving the heater she was dissatisfied with the cosmetic appearance of the heater claiming we told her it would be brand new. That is false. She sent photos and it was confirmed that the complaints were only cosmetic and would not effect the operation of the heater. She remained upset and demanded that we pick up the unit and stated at that time she was going to cancel the payment. It 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 well. Stating that the truck driver would have to do that himself. It was explained that he would not do that and a truck could not be sent to site without confirmation it was ready. The paperwork for pick up was sent to her via email on 8/30/16 and it was stated in that same email for her to notify our company when the unit is ready for pick up. We have received no such confirmation from the customer. She 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
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 approx. 10 days 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]
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]
As stated in our previous response; Aqua Pro Systems attempted to honor the warranty for this customer, by providing the following options -- Sending original heat exchanger back to our warehouse for testing, for chemical damage. (This was offered because, there was never found to be a true diagnosis of heat exchanger).- If no chemical damage is found and fault is a manufacturer defect, a replacement S&D unit would be sent under warranty.- Customer would be responsible for any freight or labor charges that may occur. When this was not a satisfactory option, we offered another option of purchasing a S&D (Scratch & Dent) unit, to the customer. This purchase would include a warranty of: 1 year labor, 2 years parts, 5 years compressor, and Lifetime on the titanium. It was very clearly stated that this S&D unit would contain the same kind of freon as her original heater (R-22). This seemed to have been an appealing option to the customer. Aqua Pro Systems and the customer then proceeded with an agreement on price for this unit, which would include shipping costs, bringing us to a total of $1300.00Upon arrival of the S&D unit, there was dissatisfaction with the cosmetic appearance of the heater, claiming we told her it would be brand new. This was not what was originally stated to this customer. Customer then proceeded to contact her credit card provider and reverse charges. Thus, there is equipment at this customers residence that is unpaid for. With that being said, Aqua Pro Systems has voided any warranty that was offered with the S&D unit. As well as, proof of purchase since there was never remittance of payment. Aqua Pro Systems is concluding this issue and does not have any further resolution. Thank you,Aqua Pro Systems
Date: Wed, Aug 26, 2015 at 4:49 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 office. I 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 heater. I never got a return call from the customer.
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, 2016[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[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]
We have attempted to honor the warranty for this customer. The unit she currently has is obsolete (manufactured in 2009) therefore a new heat exchanger can not be shipped. The warranty states that we reserve the right to REPAIR OR REPLACE at our option for the original owner. Therefore 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 material. 5-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 exchanger. The technician concluded this to be the problem by process of elimination not true testing. It 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 replacements. That suggestion as well as the warranty repair option were declined by the homeowner on 7/27/16. At that time she was offered another option of purchasing an S&D unit of comparable BTU, Freon, and size for $1300 with the shipping costs included in that price. During the conversation it was stated to her (as she specifically asked about the type of refrigerant) that the unit would contain the R-22 same as her current heater as opposed to the more current R-410A. It 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 cupronickle. We offered a new warranty of 1 year labor, 2 years parts, 5 years compressor, and Lifetime on the titanium. She accepted and provided her credit card # for the sale. Upon receiving the heater she was dissatisfied with the cosmetic appearance of the heater claiming we told her it would be brand new. That is false. She sent photos and it was confirmed that the complaints were only cosmetic and would not effect the operation of the heater. She remained upset and demanded that we pick up the unit and stated at that time she was going to cancel the payment. It 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 well. Stating that the truck driver would have to do that himself. It was explained that he would not do that and a truck could not be sent to site without confirmation it was ready. The paperwork for pick up was sent to her via email on 8/30/16 and it was stated in that same email for her to notify our company when the unit is ready for pick up. We have received no such confirmation from the customer. She 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
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 approx. 10 days 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]
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]
As stated in our previous response; Aqua Pro Systems attempted to honor the warranty for this customer, by providing the following options -- Sending original heat exchanger back to our warehouse for testing, for chemical damage. (This was offered because, there was never found to be a true diagnosis of heat exchanger).- If no chemical damage is found and fault is a manufacturer defect, a replacement S&D unit would be sent under warranty.- Customer would be responsible for any freight or labor charges that may occur. When this was not a satisfactory option, we offered another option of purchasing a S&D (Scratch & Dent) unit, to the customer. This purchase would include a warranty of: 1 year labor, 2 years parts, 5 years compressor, and Lifetime on the titanium. It was very clearly stated that this S&D unit would contain the same kind of freon as her original heater (R-22). This seemed to have been an appealing option to the customer. Aqua Pro Systems and the customer then proceeded with an agreement on price for this unit, which would include shipping costs, bringing us to a total of $1300.00Upon arrival of the S&D unit, there was dissatisfaction with the cosmetic appearance of the heater, claiming we told her it would be brand new. This was not what was originally stated to this customer. Customer then proceeded to contact her credit card provider and reverse charges. Thus, there is equipment at this customers residence that is unpaid for. With that being said, Aqua Pro Systems has voided any warranty that was offered with the S&D unit. As well as, proof of purchase since there was never remittance of payment. Aqua Pro Systems is concluding this issue and does not have any further resolution. Thank you,Aqua Pro Systems
Date: Wed, Aug 26, 2015 at 4:49 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 office. I 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 heater. I never got a return call from the customer.
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, 2016[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[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]