Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
After researching Mr*** 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*** which he was very satisfied with and we are installing a new system for him
We are in the process of replacing the pump under warranty and plan to have the problem resolved in the very near futureWe apologize for the inconvenience the customer has had to endure
Revdex.com:
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 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 *** 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,
*** ***
Good Afternoon *** *** thanks for reaching out to inform us of your concerns regarding our most recent services. We appreciate that you contacted our office due to leaking and damages to the kitchen cabinet, please understand that when you spoke to a customer representative they
informed you that out policy is day warranty policy relating to any services this is correct and protocolwe are happy to come out and access the damages and the cause of the damages to make assessment over the phone cause and whereabouts of any leak is difficult that is why we schedule an appointment for any service outside of thirty days at a rate of $for trip charge and diagnose. To respond to your other concern it is difficult and not typical that the service technician of record contact syou unless they are on the way to an appointment for a residenceI would be happy to reach out to you in the week to come and set an appointment to come out to your house to access and resolve this issue.Thanks again for contacting my team and the Revdex.com our goal at Aqua Science is to serve our customers with integrity and excellence are goal is never to leave problems and issues unresolved. I trust you will allow my team to resolve this and continue to serve you for years to come. I have included my contact information below *** ***
*** ***
***
Thank you for contacting the Revdex.com and sharing your concerns in regards to Aqua Science, I am personally looking into your situation concerning lack of support or fees that were higher then expected. I will be responding as to my findings after reviewing your file and accountIn the meantime if
you have any questions or further concerns please do not hesitate to address them with me Keith H*** Service Manager Cell####-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you...
wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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
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 ?
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
We have been in contact with the customer regarding the warranty for a mechanical failure
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
After researching Mr*** 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*** which he was very satisfied with and we are installing a new system for him
We are in the process of replacing the pump under warranty and plan to have the problem resolved in the very near futureWe apologize for the inconvenience the customer has had to endure
Revdex.com:
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 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 *** 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,
*** ***
Good Afternoon *** *** thanks for reaching out to inform us of your concerns regarding our most recent services. We appreciate that you contacted our office due to leaking and damages to the kitchen cabinet, please understand that when you spoke to a customer representative they
informed you that out policy is day warranty policy relating to any services this is correct and protocolwe are happy to come out and access the damages and the cause of the damages to make assessment over the phone cause and whereabouts of any leak is difficult that is why we schedule an appointment for any service outside of thirty days at a rate of $for trip charge and diagnose. To respond to your other concern it is difficult and not typical that the service technician of record contact syou unless they are on the way to an appointment for a residenceI would be happy to reach out to you in the week to come and set an appointment to come out to your house to access and resolve this issue.Thanks again for contacting my team and the Revdex.com our goal at Aqua Science is to serve our customers with integrity and excellence are goal is never to leave problems and issues unresolved. I trust you will allow my team to resolve this and continue to serve you for years to come. I have included my contact information below *** ***
*** ***
***
Thank you for contacting the Revdex.com and sharing your concerns in regards to Aqua Science, I am personally looking into your situation concerning lack of support or fees that were higher then expected. I will be responding as to my findings after reviewing your file and accountIn the meantime if
you have any questions or further concerns please do not hesitate to address them with me Keith H*** Service Manager Cell####-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you...
wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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
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 ?
we are reviewing the issue and will be attempting to resolve it soon
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