Complaints

This profile includes complaints for Aqua Science's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Aqua Science has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Aqua Science

  20819 N 25th Pl # 106 Phoenix, AZ 85050-4610

  
• 

  Aqua Science

  1923 E 5th St Tempe, AZ 85281-2952

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aqua Science tech put an ** System when I requested a water softener system. The ** System makes my drinking glasses have a foggy looking film on them. It took quite awhile for the film to build up. The other issue was my second payment by check was not taken by their system. It took a lot of time to find out my payment didnt go through. I thought I paid. I tried to find out why my check did not go through. I asked to speak to the bookkeeper, then supervisor. I was not allowed to speak to them. I was told by email much later the computer could not take the check. Why was it not taken to the bank to cash. Finally, I paid it off by credit card. I was next told the ** System could be adjusted to help make my glasses not build up a film. This is all false advertising! I want all my money back, as the product put in my house is not what I asked for. The system was purchased 6/3/2025. Aqua Science does not want to give my money back.

  

  Business Response

  Date: 09/24/2025

  The conversation between the technician and the customer was recorded by our software.  After listening to the conversation, the customer did agree to purchase the AquaClean Pro Plus, which is a carbon media and not an RO as stated by the customer.  Besides the customer agreeing to purchase the system, we have had several conversations with her to try and remedy the situation.  We agreed to send the technician back to her home and provide her with different options in the hope of coming to a solution for both parties.  Since that conversation, we have left 2 voicemails with the customer to get her on schedule.  The first on 9/19 at 9:15am and the second on 9/22 at 1:12pm.  We are waiting for the customer to respond.  

  Customer Answer

  Date: 09/28/2025

  First of all I did not know the words RO System.  I still dont know what the name of the system put in my shed.  It looks like from the picture Aqua Science is referring to is the system under my kitchen sink.  My complaint is about the system put outdoors in my shed.  The original system in the shed was a water softener.  I requested a system that could soften my water so my glasses would not get a film on them.  I said I did not like my system because I am getting too old to load salt in it and the current one no longer operates.  I thought I was getting a system that would continue what I had.  The technician said  Aqua Science sells a similar product that does not require bags of salt.   He did not explain what the system in my shed now would do or not do.  The technician did not say the system he put in would no longer soften the water or would not keep my glasses clear looking.  He falsely advertised a product that does not do what I requested.  I thought I was getting a product like the one I had.  The supervisor further tried to sell me another product.  He was aware I am not happy with his technician or how his staff has chosen to speak to me or the product he sold me.  I told him he could have his system back.  I am expecting all my money back.  He can have his system in my shed.  It is useless to me.  My son was present through the session with the technician.  He can vouch for what was said by the technician.  I was sold a product I did not ask for.  I will be taking this to Channel 12 because it is false advertising.

  

  Business Response

  Date: 10/01/2025

  Aqua Science will remove the carbon tank and replace it with a water softener for no additional charge to the customer.  She can email me at ************************************ to schedule the exchange.

  Customer Answer

  Date: 10/07/2025

  NO.  I am not interested in you doing this.  I have filed with others concerning your business practices.

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THE PROBLEM WAS NOT THE REMOTE ,THE SERVICE MAN TURNED OFF THE SWITCH PANEL FOR THE REMOTE. WHEN **** SCEINCE WASNOT KNOWING WHAT THEY WERE DOING ,I CALLEDPACIFIC MIST,***** CHECKED .IN ABOUT 10 ****** SAID SOME ONE TURNED OFF THE POWER BOX TO THE REMOTE. EVERYTHING IS WORKING GREAT. AQUA SDIENCE REP. DID NOT KNOW WHAT HE WAS DOING. ***********************

  

  Business Response

  Date: 03/04/2025

  Mr. ****** schedule his seasonal mist startup service with us on 6/2/2024. When our technician arrived at Mr. ******** home, the customer told the technician about an issue with his remote for the system, but did not physically have the remote. He stated that he had one somewhere, but it was 18 years old. After completing the mist service, our technician spent 45 minutes trying to get the remote working without the handheld controller. Unable to "bypass" the system or locate the handheld, we finished the service call.  Mr. ****** was only charged for the mist service seasonal startup, which was completed by the technician without any issue. Based on Mr. ******** review, he was able to find a company to fix the remote control. We are happy that he was able to get it resolved.

  Customer Answer

  Date: 03/06/2025

  THE YOUNG MAN THAT CAME TO DO THE WORK WAS NEW ,I DO NOT BELIEVE HE KNEW WHAT LEVERS DID WHAT, IWAS NOT WITH HIM EXCEPT TO SHOW HIM  WATER *****S. WHEN I CALLED A DIFFEREN SERVICE HE SAW RIGHT AWAY THE ***** WAS SHUT OFF TOO THE MISTER *****S. I WAS WITH THE SERVICE *** TO SOW HIM WHERE THE WATER *****S ARE. I DID SPEAK TO ONE OF THE OLD TIMERSAT AQUA SERVICE ,THE NEWER PEOPLE DO NOT KNOW THE SYSTEMS AS WELL.AQUQ ACIENCE INSTALLED MY SYSTEM ,VERY FRIENDLY AND HELPFUL 22 YEARS AGO .THINGS HAVE CHANGED AS WELL AS SOME OF THE SO CALLED MANAGEMENT PEOPLE AND SERVICE.STILL IN TRAINING . ALL I EXPECTED WAS TO CORRECT WAHT HAPPENED, AND LEARN FROM YOUR MISTAKE. I AQUA SCIENCE SENT OUT A SEASONNED *** TO CHECK THINGS OUT HE SAID THEY HAVE HAD ISSUES WITH SOME NEW ***S..  I HAVE LEARNED THAT THE NEW AQUA SCIENCE IS NOT THE SAME AS I HAD 20 YEARS AGO.OR **** 10 YEARS AGO. I AM GUESSING THE MANAGER THAT  TALKED TO ME ON THE PHONE HAS NOT BEENWITH THEM 10 YEARS. OR 5 YEARS.A LOT TO LEARN SBOUT BUSINESS. TREAT THE CUSTOMER WITH RESPECT ,RIGHT OR WRONG.

  

  Business Response

  Date: 03/07/2025

  Mr. ******, I'm sorry that you had a bad experience.  We strive to provide a good customer experience, but sometimes come up short.  Myself and the other manager you spoke with on the phone have been with Aqua Science for 13 years.  Based on your account, we have been providing annual service on your system since it was installed (15+ years).  To my knowledge, this is the first time there has been an issue?  You are right, we do hire and train new staff each year.  We do our best to make sure the techs know the thousands of different tasks associated with their jobs, but there are times when something is forgotten.  The reason that we came to your home was to change the oil and filters on the system to get it ready for the season.  Those items were completed, but we weren't able to get the remote control to work.  Seeing that we only charged you for the work that was completed, a mist startup for $169, I'm not sure what you want us to do?  I do apologize that we didn't meet your expectations and would like to reconcile your complaint.  Let me know what it is you are wanting from this situation?  

  Thank you,

  **** ******

   

  Customer Answer

  Date: 03/07/2025

  IF THE YOUNG MAN IS STILL WITH AQUA SCIENCE I DO NOT HAVE A REMOTE AS WAS DESCRIBED WHEN I HAD GOTTEN 22 YEARS AGO.  MY RECOMMENDATION FORGET IT FORGET ABOUT ME YOUR FORMER CUSTOMER .WHEN I FIRST HAD ************************ HAD OTHER FRIENDS HAD MISTERS INSTALLED. THE NEW A S  ,NO MORE. I HAVE IN MY HOME A TURN ON AND OFF.I HAVE NEVER HAD A REMOTYE AS WAS DESCRIBED BY THE TECHNICION

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  pentair will not honor 5 year warrenty and also does not service ****************. the control board will not work and they will not replace

  

  Business Response

  Date: 01/15/2024

  ********************,
  
  I just learned of the issues you are having with your water softener.  Im sorry that the equipment isnt working properly.  As mentioned to your wife in November, Aqua Science no longer services Maricopa.  I have contacted Pentair technical service on your behalf so they can assist with your warranty process.  I believe they are closed today for the *** holiday, but should contact you in the next few days.  I have provided their phone number below in case you need it.  I have also emailed your invoice to you so you have it handy.
  
  Let me know if you need anything else?
  
  *********************
  
  Pentair Support **************

  Customer Answer

  Date: 01/15/2024

  in nov we contacted aqua science and they stated that they do not service **************** any more. my wife on 11/14/2023 contacted pentair and they asked  for pictures of leak twice. she sent them to ***** and the only thing they did was send out an "O" ring.  the main issues from the "o" ring leak, the water damaged the head  and that needs to be replaced. we already contact a plumbing contractor here in maricopa and he also stated head was bad and it cost us $75.00.  so it seems thet pentair needs to fully replace the head and  'o' ring at their cost.

  

  Business Response

  Date: 01/15/2024

  ********************,

  I will contact Pentair to discuss your situation and see if a new board or valve can be sent under warranty.  I will contact you by phone once I have spoken with them.
  

  Thank you,
  

  *********************
  

  Customer Answer

  Date: 01/19/2024

  i am awaiting bussiness to supply me with a new head. until that is received and installed to my satisfaction complaint will remain open

  

  Business Response

  Date: 01/23/2024

  I am working with the manufacturer (Pentair) to provide ******************** with the proper parts to fix his system.  Pentair has verbally committed to supplying the parts, and they have started their warranty process. I am just waiting on them to provide me with tracking information once it has shipped.  I called ******************** on 1/16/24 and communicated this information with him and his wife.  Based on the information I received from Pentair, the parts should ship this week.

  Customer Answer

  Date: 01/24/2024

  have not received the part and will not close out complaint till part received and system working