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]
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] 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
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 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 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
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.September 22, 2016*** ***
***
* ** *** *** ***
*** ** ***
*** ***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 *** *** *** ** *** *** 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 *** *** *** *** *** *** *** *** *** ** *** *** On June 15, *** *** from *** *** 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 *** 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 *** 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 *** at AquaPro was $ At this cost, *** 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 *** *** 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 *** *** 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, *** 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 *** 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 *** *** that any payment they have made should be taken back from this company Sincerely,*** ***
Regards,
*** ***
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 customerThis purchase would include a warranty of: year labor, years parts, years compressor, and Lifetime on the titaniumIt 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 customerAqua 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 newThis was not what was originally stated to this customerCustomer then proceeded to contact her credit card provider and reverse chargesThus, there is equipment at this customers residence that is unpaid forWith that being said, Aqua Pro Systems has voided any warranty that was offered with the S&D unitAs 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
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.] This is exactly the issueAqua Pro systems sold me a unit in the state of Michigan in which they knew has no technician support in MichiganWe have attempted to find a Licensed HVAC service technician that will work on their productsAll the people we have contacted refuse to work on the unitThis lack of service area was not disclosed in Michigan which now makes their life time warranty invalidThe 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,
*** ***
Photos attached.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.September 22, 2016*** ***
***
* ** *** *** ***
*** ** ***
*** ***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 *** *** *** ** *** *** 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 *** *** *** *** *** *** *** *** *** ** *** ** On June 15, *** *** from *** *** 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 *** 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 *** 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 *** at AquaPro was $ At this cost, *** 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 *** *** 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 *** *** 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, *** 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 *** 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 *** *** that any payment they have made should be taken back from this company Sincerely,*** ***
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]
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] 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
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 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 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
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.September 22, 2016*** ***
***
* ** *** *** ***
*** ** ***
*** ***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 *** *** *** ** *** *** 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 *** *** *** *** *** *** *** *** *** ** *** *** On June 15, *** *** from *** *** 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 *** 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 *** 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 *** at AquaPro was $ At this cost, *** 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 *** *** 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 *** *** 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, *** 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 *** 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 *** *** that any payment they have made should be taken back from this company Sincerely,*** ***
Regards,
*** ***
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 customerThis purchase would include a warranty of: year labor, years parts, years compressor, and Lifetime on the titaniumIt 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 customerAqua 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 newThis was not what was originally stated to this customerCustomer then proceeded to contact her credit card provider and reverse chargesThus, there is equipment at this customers residence that is unpaid forWith that being said, Aqua Pro Systems has voided any warranty that was offered with the S&D unitAs 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
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.] This is exactly the issueAqua Pro systems sold me a unit in the state of Michigan in which they knew has no technician support in MichiganWe have attempted to find a Licensed HVAC service technician that will work on their productsAll the people we have contacted refuse to work on the unitThis lack of service area was not disclosed in Michigan which now makes their life time warranty invalidThe 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,
*** ***
Photos attached.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.September 22, 2016*** ***
***
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*** ***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 *** *** *** ** *** *** 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 *** *** *** *** *** *** *** *** *** ** *** ** On June 15, *** *** from *** *** 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 *** 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 *** 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 *** at AquaPro was $ At this cost, *** 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 *** *** 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 *** *** 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, *** 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 *** 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 *** *** that any payment they have made should be taken back from this company Sincerely,*** ***