Aqua Science

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.

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,

Contacted this copmpany after seeing their advertisement about getting a high pressure misting system installed. Every interaction with this company has been handled clearly and professionally. The benefits AND limitations of the misting system were explained. Any questions were answered and the system is working as advertised. I would recommend this company.

Review: 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..Desired Settlement: Call me back and fix the pump.

Business

Response:

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

Consumer

Response:

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,

Review: Went with Aqua Science for a water softener and reverse osmosis system.Salesmen came out and sold me v-tech 450. I was told if toilet was flushed while someone was in shower they would not be scaled by hot water. With reverse osmosis I was told with 5 stage system, ice would fill up if not they would add a permeate pump. They installed both systems,still getting burned and ice not filling up. On 6-7-13 repair man came out, time was noon to 4, he showed up at 4:20, did not have pump, could not do anything with shower, told me they don't carry that pump.Next service person came out on 6-21-13 no pump, was told pump would not solve problem and would only last about 2 years. He changed pressure on tank, did not solve problem? Next service call on 7-19-13 they installed permeate pump which prior servicemen said they did not carry any longer?? Ice is now working with added pump and raised psi level in house.Shower problem still not solved. Was told if still had problems call back left several messages with Jeff, no calls back.Original install date 5-24-13.I feel I was up sold on both products. Shower problem can't be fixed, now told this has nothing to do with softener. What salesman said is obviously not true and I feel I was lied to just to get me to purchase a more expensive product. I will not recommend this company to anyone.Salesman name: [redacted] ###-###-####Desired Settlement: Partial refund, fell I could have bought a less expensive product and had the same results.

Business

Response:

We have reached out and I have emailed an offer to [redacted] and are awaiting her response, thanks

Water Water Water...I love water! AND, I love it even more after Aqua Science installed a new water softener and ro system in my home. NO MORE PLASTIC WATER BOTTLES! Yeah!

Needless to say, I am thrilled with the customer service I received with Aqua Science. They took the time to answer all of my questions and concerns. The technician was thorough and knowledgeable. Efforts were made to accommodate a tight timetable on my part as well. I am happy with my decision to use Aqua Science and I am even happier with the results.

Review: The controller on my water softener failed to drain the brine after regeneration. On Sept. 18, 2014, their service technician said that parts were no longer available for that controller, but he would try to fix it. It still didn't work. They sent another technician out on Sept. 30. He put in a new float valve to prevent brine overflow. Regeneration still didn't work properly, except that it didn't overflow. They sent another technician out on Oct. 7. He flipped some valves and so far, the unit drains ok after regeneration. But both the technician and a customer service representative that I met with on Oct. 15 admit that this fix is not likely to last very long. When I bought the system in 2000, I was given a lifetime warranty on all the parts, including the controller. They claim that this is no longer valid because the original company, [redacted], went out of business. I was offered a "deep discount" and told that only an owner could tell me what the discount would be. I was told that an owner would contact me on Oct. 22 or 23. It is now 3 weeks later and I have left 2 voice mails, which have not been returned. My research finds that [redacted] became [redacted], which is another registered name for Aqua Science. In fact, the person who sold me the softener, [redacted], is a current owner of Aqua Science.Desired Settlement: I want the softener replaced with a comparable system or a cash settlement that allows me to purchase a new one from someone else. A discount may not be acceptable any more because I don't trust any warranty offer that they might include.

Business

Response:

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

Aqua-sciences salesman [redacted], came to my home to discuss options on water softeners, he pitched me on a reconditioned unit...with digital usage tracking.. simply the best!!..

so he wrote the sales order..denoting the digital softener

in the mean time I asked that while their technician is here to install softener , then please service R/O system as well..

when the installer came,, he had a very basic analog softener, and that servicing the R/O was a separate order and full price of 116.00 for service..

I asked Mr.[redacted], why they charged me full price for R/O service when the tech. was coming to install softener?..

reply... "well most folks like to have things done in tandum and don't mind paying".. WHAT A POLITICITAN..

not only was that a snow job.. the sales order he wrote, I am told is wrong and that Aquascience would NOT honor the sales agreement for the softener that this [redacted] wrote.!!

Poor business, poor management.... and not a snowballs chance that I will purchase any product from these boneheads..

And oh ya.. that 7700.000 solar system you want me to purchase from you

Well Aquacience ... BITE ME!

Review: We purchased a new home in 2007 that came with a Puretec water softener system. We received a 25 year warranty on the resin bed, tank & salt storage tank. In August of 2013 we had to have a technician come out and examine why salt debris was coming through the faucets and building up in our toilet tanks. After examining the unit the technician determined that the plastic tube inside the water softener tank had a hairline crack and it was pulling salt into the home pipes. The quoted repair was $600+ depending on damage. Then they qouted an additional $75 per line to flush the lines throughout the house because we had no water pressure (because the salt debris was clogged in pipes so bad). Because I thought I had a 25 year warranty, I was dismayed to find out that I wasn't covered under the warranty especially since my home is only 7 years old. A day after the AquaScience technician left, the pilot light on the hot water heat went out. So I called the water heater company because I couldn't get water heater pilot light to stay on. The technician from the water heater company infomed us that water heater was also clogged with salt debris and showed us how to flush the water heater to prevent the unit from failing too. (Something the Aqua Science Tech didn't even inform us about). So after the water heater was flushed and lit again, the water heater technician told us that he used to install the same water softener models that we had. I was angry when he informed us that the problem why the tube cracked in the first place was due to the fact that the unit was installed too close to the hot water heater. He also stated that Puretec should have allowed for thermal heat expansion on the tube inside the tank to prevent cracking, and that thermal wraps should have been placed around tank and on water pipes connected to water heater going into house. He said that the softener was doomed to fail with no safe-guard for thermal expansion and the close proximity to a hot water heater in a garage that reaches close to 200 degrees in the summer. Upon calling back the warranty customer service rep he stated my system wasn't covered by the original warranty since Aqua Science is a different company. Although he agreed that the thermal expansion problem was an issue that Aqua Science has been aware of since they took over, they are not responsible. He went on to mention that Puretec and Aquascience were aware of the PVC pipes being faulty and that's why Aqua Science now only builds with steel tubes that come with a lifetime warranty. He also claimed a few other possible issues with other parts that could caused the crack, but didn't rule out faulty installation on Puretec's part. He told me that "That's why Puretec is no longer in business probably" ...............WOW! So now after turning unit completly off, I have had my dishwasher fail, my washing machine fail, toilets and sinks clog and who knows what else next.Desired Settlement: As I informed the customer service agent at Aqua Science - I think that the warranties for Puretec should be honored. I told him when you took over their business you took over their client base. It didn't stop you from calling me annually to schedule yearly maintenance. With the client base they inherited they also should inherit the warranty for the products they now service. I feel I am getting a run around for a problem the employee clearly stated they were aware of but that the first service technician and scheduling representative never mentioned. I see from a few other complaints listed here that other people have had similiar experiences with the units failing and warranty being denied. I am thinking that it will be a matter of time before alot of these units start failing due to faulty installation and Aqua Science has a mess on their hands. In the meantime we're drinking water that probably is too good for us.

Business

Response:

Our service manager [redacted] is attempting to contact the customer to meet with him to resolve the issue and clarify some bad information he has received. We will continue to try to reach the customer, thanks

Consumer

Response:

Hello – I filed a complaint about a month ago against Pure Tech (Aqua Science), in Tempe, Az. The complaint was that the company was not honoring a warranty on a broken down water softener. It took a while to get a response from anyone on the case and when I did, you stated that the service manager, [redacted] would be contacting me to resolve the issue. I ended up calling him since I never received a call. He said he would come out the following week at no charge to look the unit over and see what he could do to amend the problem. After a week went by and I did not hear from him, I called him again to ask if he was coming out. He said he got tied up with pressing issues and that it would be the following week. Well, still no call and no visit.

Regards

Business

Response:

is system was installed for the builder lot 151 installed on 09-05-2006 (The system has not had regular maintenance throughout the years) A start up of the systems was completed on 02-09-2007 for the [redacted] family. The client stated that the plumber (not A.S.) took the softener apart and stated that there is a hair line crack in the distributor tube. The warranty for a cracked distributer is 1 Year from time of install. There is no P.R.V (Pressure Regulator Valve). on the home. City pressure is 60 lbs at time of inspection.10-15-2013 TDS from city at time of inspection is 14 grains of hardness. 10-15-2013 The softener is plumbed correctly. The tech removed the softener and turned on the main water to the home. The water flowed through the pre plumb inlet line; that would enter to the softener. The softener is approximately three feet away from the water heater and is a pre plumb. There is approximately two feet of copper from the exit side of the softener before it attaches to the pre plumb side. The loop was installed by the builder not PureTec. The client has a new water heater. (not sure if it was installed before or after the resin blow out.) Serial # to the unit is [redacted] has taken pictures of the softener and the heater. We are not the company that originally offered the unit for sale or warranty, we are however the company that is servicing those clients in service and repairs. We are happy to look into how we can resolve Mr [redacted] Issues. We have visited the home performed a site analysis and have left multiple messages with no return call. As a member of the Revdex.com we continually strive for customer service, customer satisfaction and repeat customers. Please let me know if there is anything more I can do feel free to contact me at any time with any concerns or questions. Regards [redacted]Cell####-###-####

At the very end of 2011 we had Aqua Science come out and install solar heating panels for our pool. Each year since then we have had a leak in the same place. We called for them to come give us an estimate since we were still under warranty the first time and it still cost us $98 truck charge plus labor and the parts needed "weren't under warranty". They did the work without our approval and tried to charge us, we settled on $125. Now, they want to charge us even more than what they tried to charge us before. My problem? We've only had this for 3 years really, and it is already having problems?? Sounds more like shoddy workmanship to me! I've had a lot of people tell me about this place and the trouble they have had. Too bad I didn't know these people BEFORE I got the solar installed!

[redacted] was the Product Specialist and answered all my questions. He listened to my needs and addressed them with his recommendations. Fortunately, he was also not a "Pushy" salesman and allowed me to research and ultimately choose Aqua Science for a Water Softener and Misting System.

The installation serviceman was polite and very professional. He clearly enjoys what he does and takes prides in doing it right, product/ installation looking good, and ultimately making the customer happy. He provided great recommendations that will provide longer life on equipment, less maintenance, and a better experience with misting equipment.

With the an extension of my patio, a drain needed to be raised and the follow up service request was preformed quickly and professionally.

The water softening system is great, I should have done it years ago. Feels great washing skin and hair, dishes have less water marks, and inside dishwasher shines.

Water softening and misting systems are not inexpensive, but Aqua Science was very competitively priced, professional, and provides great product.

Review: August 11, 2013

RE: Aqua Sciences of AZ ###-###-####

On Monday, July 29th I had Aqua Science come to install a Water Softener and R/O System. When the Tech completed the job he told me a couple of things to do and he also said that since I just had this installed and paid the $1,750 that I was a preferred customer, Aqua Science had a 24/7 Emergency Service Assistance and that I would be Top Priority if I had an issue (1st lie).

He left for the day and as I was cleaning up and going to do some dishes, I turned the hot water on and out came Dark Urine Colored Water with a grainy, putrid smell. I ran the hot water for about 45 minutes and it never got any better. I then attempted to call the 24/7 Emergency number and finally got an answering machine, and I left a message to have them call me and I would be at work on Tuesday and I gave them my phone number. I never got a call back that evening, or Tuesday morning.

About noon Tuesday, July 30th, I called Aqua Science again and asked to speak to the Customer Service Manager. After talking to him, he told me he would walk me through a back flush and I told him I was at work; [redacted], the Manager, said the Tech must have back flushed the resin stuff into my Hot Water Heater. He said he could set me up for an appointment, but it would be a 4 hour timeframe. I asked him what happened to me being Top Priority?? I told him I could leave a little early from work and make it one of his last appointments. He said they couldn’t do that ---- all in all what happened to me being High Priority. I set up a time on Saturday, August 3rd between 8 am and 12, since I had already had to take a day off work. That meant I was going to have this Dark Urine Colored Water to deal with – wash dishes, wash my clothes, take a bath, wash my face and general washing of my hands. First of all it looked putrid, dark old rusted color with specks of something in it (I have picture of this, in cups and in my bath tub leaving stains).

On Wednesday, July 31, I was so frustrated, that I attempted to call the owner [redacted], they told me he was at lunch and I left a message for him to call me. I never got a call back (I’m High Priority, supposedly), so about 4 pm I called again and they told me he never came in that day (2nd lie), I again left a message to return my call. I never received a call from anyone. Saturday, August 3rd came and it was 11:20 and no Aqua Science, so I called my original Sales Person and went over what happened. On Saturday, August 3rd, my water was still Dark Putrid Urine Color with flecks of something in it and a Putrid smell (I have the pictures). Finally around 11:30 a tech showed up. I was so frustrated and upset. He kept making excuses for what happened and says it wasn’t that bad. He said that the Tech must have back flushed the stuff back into my Water Heater and so he had to drain my water heater. He stated that he did his install a different way and that is why the flush went into the Water Heater. All of his comments were excuses and he did admit that it was not done properly and yes my circumstances have been bad. He did see my cups of very awful Dark Urine Colored Water and the bath tub with this discolored water and the stain left in the tub.

On Monday, August 5th, (7 Days Later), I received a call from [redacted] the VP from Aqua Science. I went over the whole scenario with him, my ultimate distrust of his company, the issue with me being told I was going to be High Priority and it took almost 6 Days for them to come and clean up my water, that awful stuff was sitting in my New Water Heater (6 to 7 months old) and not getting a return phone call from one of the owners for 7 DAYS!!!! I also told him that my ice maker was not making ice and it worked fine before they came to install the Water Softener (the refrigerator is no more than 2 years old). [redacted] said he would come out on Saturday, August 10th (13 days later)

[redacted] did come on Saturday, August 10th and looked over my Ice Maker. He said that the water line was frozen up and it was not making ice cubes. He did something and later that evening it worked. [redacted] stated that the first Tech did something that he shouldn’t have done and that was the cause of the water line freezing up.

[redacted] also admitted that there were a lot of mistakes made with my install and it was not done properly. I told him the following were my complaints and concerns:

1. My main concern at this point is my Hot Water Heater – all of that Dark Urine Colored Water was sitting in my Hot Water Heater for almost 6 days. It was putrid smell and grainy. From the pictures I took of the water in my bathtub, you could see it discolored the tub. I had just replaced my water heater and I am afraid of any damage now or in the future involving it or the pipes.

2. I was totally lied to, not only once (1) by the technician, but also by the office staff when I was trying to contact the owner John [redacted].

3. I totally have no trust in the company due to the lies and the mistakes made with my installation.

4. The 1st technician told me I was High Priority and they have 24/7 Emergency Service. Well if I’m High Priority whey did it take 6 days for someone to come out to repair what they did, why did I not get a return phone call from the message I had left on Monday night and why did the owner not contact me. I did not get a return phone call from any owner until Monday, May 5th, seven (7) days after the install.

I do have pictures of the water on the sixth (6th) day, Saturday, August 3rd.

[redacted] ###-###-#### workDesired Settlement: I'm worried about my Water Heater and the problems I might have in the future. I do not trust the company to stand behind it 's word - their trust level is lost with me.

I want a re-imbursement of a portion of my bill to replace my water if something happens. I feel since both Customer Service and [redacted] the Vice President have owned up to it being their problem, they should take $400 off of the cost of my Water Sofener - R/O System.

Business

Response:

Our company wants its customers for life, not just the initial sale. We had our VP, [redacted], go to Mrs. [redacted]’s home. He removed an ice chip that was clogging her ice maker and returned it to working condition. He explained that the discolored water or “color throw” was not harmful, that it would go away and it wouldn’t cause any damage to her water heater. We requested the manufacturing company respond to Mrs. [redacted] concerns which I have attached to this email. We enlisted the manufacturer because this is something they are familiar with and have dealt with in the past. I would like to apologize for the inconveniences and concerns Mrs. [redacted] has experienced and hope to continue to serve her in the future

President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In relation to Mr. [redacted], President of Aqua Science's message to you dated 9/9/2013.

I have two (3) main questions of which I would appreciate a response:

1. Why did he not respond back to me on my 2 phone calls I placed to him on 7/31/2013 and 8/1/2013?

2. Why did it take 2 months to respond back to me and 1 month to respond back to the Revdex.com?

3. Does he feel this is adequate, good Customer Service?

So his statement that his company wants it's customer for life, not just the initial sale is very ironic.

I had the Water Heater installed on Monday, July 29, 2013 and I had Dark Colored Urine / with a pungent odor for 6 days (I have pictures of this water still present on the day the service man came on Saturday, August 3, 2013. So unless I left my house to stay in a hotel, I had to bathe in this water, wash dishes in this water, cook in this water and above all "Look at the Water". it looked like Pee coming from the faucet. I filled my bathtub up with water to show the Service guy and as you can tell from the picture it left a significant stain on the bath tub. This was why I was afraid of my water heater.

I made numerous attempts to get this handled in a quicker timeframe, I talked to the Customer Service Manager, I talked to the Sales Person, tried on about 5 calls to their 24/7 Emergency line, left messages for the President of the Company, and finally received a call back on Monday, August 5th, (7 days after the fact).

To me this is not Good Customer Service, just the Opposite. If it would have been My Company, especially as the Customer Service Manager, I would have said "What can We do for you" and "How soon can we be out there to fix the problem". I did try working with him and he said I would have to do a 4 hour timeframe for the service (even though this was their problem), that meant taking another day off work.

I just purchased a new water heater in December and I had been told by 2 different plumbers that this mucky, discolored, particles in water could harm my pipes and possibly the water heater.

After talking to the Customer Service Manager and [redacted] the VP, they both agreed this was their mistake (the service person, which is actually the company). I was also lied to by 2 people in their company and I do not have any trust at all in them as a company. I know they said the Water Heater would be fine, but my Trust is gone and who knows how long they will be around as a Company.

Also, the incident of the ice chip. Per [redacted], if the service person would have done the correct thing with my Ice Maker, [redacted] would not have had to come out, because the Ice Maker would not have frozen up and again [redacted] stated the service man did not handle the process for the Ice Maker correctly.

I would love to say come out and take your merchandise away, but the damage has been done and I want to be reimbursed for $400 for numerous things, but mostly due to the possibility of having Water Heater issues in the future.

The above pictures were taken about noon on Saturday, August 3rd, the day the 2nd service man came out (this was day 6 of this colored / smelly water). It took the technician several hours (at least 3), he had to drain my hot water heat to try and get it all out of there. These pictures show what was sitting in my hot water heater for 6 days (grimy, gritty, smelly water).

I do not Trust the company and I think what they put me through for 7 days was unspeakable.

I would also like the President to answer the 2 questions above and if not I have no respect for his word.

[redacted],

DO NOT ever use Aqua Science to service your reverse osmosis. I had the usual six month filter service for $122. One of the service men immediately started upselling, and when I refused most of it he vandalized my house. Because I am selling the house it was vacant so they said I should replace all shut off valves (angle stops) and 6 valves in the 2 bathrooms could be replaced for $500. I said I have my own plumber to do that so I refused. He was obviously upset and said he could replace the 2 valves on the RO for $190, so I said OK, and wrote a check for $312. They had been working for over an hour and I told them I have an appointment soon so they said they were almost done, but there had to be another part that was $13.50, so I gave them cash. Then he said I really should have a part installed that keeps leaks from causing a problem for $70. I said I didn't think I would do that now. I had to go so I left them to finish and close the door, and I would come back and lock up. Two days later I discovered that both shut off valves in one bathroom had a steady drip and there was standing water under the sink and spilling onto the floor. Luckily the handy man getting my house ready to sell was there and replaced both of them. (How ofter does a shut off valve spring a leak, and 2 of them at the same time?) Then it turned out that my garbage disposal had frozen up. My plumber who installed it could not make it run, but he said it looked like someone had put a plastic bag in the disposal and maybe a sponge or some kind of fiber. He thought I would need a new garbage disposal. Luckily the warranty serviceman was able to flush the debris out and it works again.

The thing that shocked me was that a person working for a supposedly reputable business would vandalize my house!

Review: Aqua Science installed a Pent Air heat pump with a 10 year warranty on the compressor. The installation was completed in 2012 @ [redacted] in [redacted]. The compressor needs repair or replacement and Aqua Science will not return any phone calls from our property manager or me, President of the Association. We are very dis-satisfied with the way they are doing business. Our feeling is that they included a 10 year warranty just to get the sale and now they won't honor it.Desired Settlement: We would like a phone call returned to our Property Manager at Kinney Management immediately to get this compressor replaced.

Business

Response:

We have been in contact with the customer regarding the warranty for a mechanical failure.

Review: We purchased a water softner system in 1998 from Purtec. We received a 25 year warranty on the resin bed, tank & salt storage tank. On 8/16 a technician when examining the unit determined it was no longer softening water. Everything else was functioning resulting in the conclusion the resin bed would need to be replaced. Upon further examination we obtained the original warranty stipulating 25 years. Upon calling back the customer service rep first stated that this wasn't covered since aquascience is a different company. (the [redacted] shows a LLC with joint purtec/aqua science ownership). The service rep then agreed to send a tech out to look at the tank if we would show the warranty. On 8/23/13 the tech agreed to replace the resin bed, but, then went through a detailed list of everything we would have to pay for in labor should things go wrong, i.e. he would not be able to find "0 rings" to replace the valve should it leak. At one pont the discussion had raised the labor charge to >$600 with little confidence he could make it work. He also commented he never worked on this kind of system & had called back to someone to ask for advice. We then sent him back w/0 working on it. Our observations suggest that Aquascience isn't really showing strong intent to resolve a warranty issue in an acceptable manner. I understand that there are labor costs, but, there should be a limit to making things right particularly when the sales process emphasizes how strongly the company backs such a great warranty.Desired Settlement: What has been demonstrated so far is a lack of demonstrated intent to do the right thing by this warranty, hence, any sales messaging involving warranties has no credibility & the buyer should be beware.

a desired settlement would be to:

1. fix the problem with a fixed labor cost and a guaranteed result that is reasonable

or

2. replace the unit with a comparable valued new unit with the appropriate compensation/adjustment

HOWEVER

at this point there is a trust factor that will have to be overcome.

Business

Response:

I will have our service manager [redacted] reach out to Mr [redacted] and revisit his home and find an agreeable solution

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. We look forward to discussing the proper servicing of this warranty.

Regards,

I'm filing a complaint because of poor business practices. I had a misting pump that was not working. The Aqua Science service tech picked it up and told me someone would contact me within two days. He also quoted me a price of $12 plus labor to replace the nozzle heads on the misting system. I asked for a receipt to be mailed to me (as other companies do who use an electronic tablet). The receipt for the pick up and quote never came.

A week passed and I still didn't hear from Aqua Science. I called and was told the repair tech for the misting pumps was out for the week. I understand that the service tech didn't know the repair tech was out. Another week went by and I still didn't hear from Aqua Science. I called them and was told the repair tech was out and would be in tomorrow. I called on following days and received the same answer. I mentioned this to one of the ladies in the office about getting the same answer. Finally a tech called and gave me a price on the repair, which I approved. Another week went by, still no response except the tech was out. Angie(in the office), called and explained that they discovered that they had to order more parts. She left a voice mail asking if the tech had called-they hadn't. When I called the following business day, I received an apology for the length of time they had the pump and hopefully, they could schedule installing the pump on Friday. That Friday, I receive a call from the tech, saying he was on his way. I never received a phone call from the office saying that the repair was complete and they would install on Friday. I was fortunate, that I could accommodate the installation on a 30 minutes' notice. The tech arrived with the wrong pump-a cheaper model. After talking to the finance office, the tech finally wrote me a paper receipt. They did apologize and said they would find out what happen. Apparently our pump was in a different warehouse and the tags were switched, which makes me wonder, how and when the tags were switched. Now I wonder which pump did they quote the repair for. They did take $61.53 off the bill. I asked for a Manager to call me and I was told he was sick. I never received a call.

After six weeks I did receive the correct pump and it did work! The seals and filter needed to be changed. However, to make sure it did work we had to turn on the line. There was a leak in the line and the service tech just started repairing it. I asked him to stop because he didn't quote me a price on repairing it. His reply was "not much". I asked him again and received the same answer. He charged me 37.50 for repairing the leak. The line had to be fixed in order to test the pump so we proceeded. He fixed it. He then quoted me a price of $5 plus labor to replace the nozzle heads on the misting system. I then informed him, because of Aqua Science's poor business practices on our request to repair the misting pump, we would not be needing their service. I did ask for a paper bill and the tech did write one out because his tablet wasn't working. The total bill was $377.50. On that bill, there was a charge for 10.69 for a filter. This was not on the other bill.

Why do I think Aqua Science Utilizes Poor Business Practices:

The lack of communication between client and Aqua Science.

The constant run around.

The time it took to do the repair.

The price quotes

Trying to install the wrong mister

Aqua Science has maintained our RO unit since 1998. Their service to us has been excellent. When we began researching soft water systems for our area, we pretty quickly realized that Aqua Science was a major installer. Their sales staff was knowledgable and helped us select the appropriate equipment to best meet our needs. Their installation crew was friendly, professional, and obviously well trained. When the installation was almost complete they began to systemically review their work. And yes, they did make changes that in our opinion changed an installation from good to excellent.

Review: I first utilized Aqua Science to repair my mister system in 2013 and paid them $4,000. In order to maintain this system, I have since utilized their services to close the mister system in the fall ($115) and open system in the spring ($115). The mister system worked perfectly when Aqua Science closed the system in October 2014. I called for their opening service in April 2015.

My problem started with the technician sent from Aqua Science to perform the opening in April 2015. Tech #1 from Aqua Science tried for over an hour but could not get the system working -- no water would come out of system. He stated that he had not worked on four zone systems and could not figure this out. Tech #1 stated he would have to call the service department and request a more experienced Tech be sent out which he would handle. That did not happen. I had to call the Service Department and explain the issues and asked for more experienced service technician to be sent out. I have initiated all contact with Aqua Science; and when I ask to speak with a manager they are never available and they never return requested call back.

Tech #2 arrived in May and spent and hour and found that a solenoid was now burnt out (a $450 part) for zone one and I would have to talk to management. I asked that he get the other zones 2, 3 and 4 running. He tried and said there wasn’t any water coming out of the system for those zones either. He did not know why but would shut the system down so other solenoids would not burn up. He stated he would talk to “service management”. Well, a few more weeks passed and no one called me back and I had to again call repeating the whole story and ask for the “most experienced” Service Technician that Aqua Science had to be sent out to figure what was going on. Again, everything worked perfectly when they had closed the system.

Now, Tech #3 was familiar to me, because he had worked on my system in 2013. I stayed with Tech #3 as he tried to search out the problem, whether it’s with water shut off valves, break in the lines, clogged filter, etc, etc. After 30 minutes I heard, “I cannot believe this” Tech #1 when opening the system had REVERSED the water in and water out lines to the pump. Tech #3 stated —“this is not your problem this is ours”. Tech #3 said he would handle and order the new solenoid that had burnt out because of their error and come out and install it. Also, I would not have to call and reschedule -- he would do it when the part arrived and just install it!

In called the Service Department in July and was told the part was not in and I should call Customer Service in a few weeks to follow-up. Of course when I did that they did not know anything, so again I started the verbal summary again and asked Aqua Science to look at their service records and to talk to Tech #3. To my surprise, I did get my first call back from Alex in Customer Service and was told Tech #3 was on Holiday and they would have to wait to talk to him and reschedule. At that time, I did request that Tech #3 be sent out to install the new solenoid. My second call ever from Aqua Science regarding this problem was again from Alex in Customer Service who indicated Tech #3 was doing new mister installs and someone else would come out.

When Tech #4 arrived, he asked for $451.00 before he would repair and replace the solenoid. He did not have any background info and stated I would have to talk to their Service Department.

Enough is enough I would ask that whomever is running Aqua Science look at all this and resolve this issue. THIS CLEARLY HAS BEEN THEIR FAULT.

While I had previously been satisfied with Aqua Science’s work, they seemed to have grown too fast; lacking experienced technicians and having no one empowered or committed to resolve customer issues.Desired Settlement: Replace solenoid that is not working due to their error of reversing in and out water lines to the pump at no cost to me.

Business

Response:

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 ?

Aqua science took over for Puretec.I called for a service visit. Tech showed up and said it would be $110 for service. I thought a little high puretec charged $95. Anyways Tech came in walked around for 10 min looked at water softener and said it was old and I would need a new system. He charged $110 to tell me that. What a scam. Bad service . Would never use them in the future and would never recommend them to anyone. $110 for no service