Complaints

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:06/17/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I purchased an Aqua Pro 800 Heat Pump in 2019 for $3600 from a local pool company. I turned on the heat pump this year and received an error code 888, which was constant. I reset the circuit breaker and turned everything back on and received another error code, OEA, which is not listed in the manual. I contacted Aqua Pro customer service and spoke with Jen who seemed less than enthused to help. I explained I called 12 pool companies/electrians and no one will service the heat pump. The pool company I purchased it from closed during Covid.
  
  Jen gave me the name of business that would service the pump in my area. I called them and they said they do not work on Aqua Pro heat pumps. I called Aqua Pro customer service and spoke with Jen again. Her suggestion was to replace the display board for $250, which was back ordered 2 weeks. I ordered the board and I paid $190 for an electrician to come out to install it. They installed the board and there was no change. The unit would not operate, nor could you operate the buttons on the display board.
  
  I called Aqua Pro again and Jen suggested purchasing the internal board for $350, which I did. I paid $190 for the electrician to install the internal board, which caused the status light to come on the board, but the unit was not working. The electrician wondered if the water temp sensor was indicating the water temp was higher than the desired temp and that is why it wouldnt turn on to heat.
  
  Needless to say, we have close to $1,200 in board replacements and electrician visits and we are no further ahead than when we opened the pool a month ago. Our pool temp in ** is a balmy 57 degrees. This heat pump is basically a paper weight in our backyard.
  
  We are getting no where with Aqua Pro / Intermatic besides purchasing new boards, which obviously we didnt need. There is no tech service available for Aqua Pro. I have sent photos, sales receipts, etc with no resolution. We simply want help!

  Customer Answer

  Date: 07/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Date: Thu, Jul 6, 2023 at 10:07 PM

  Regarding complaint #********. I received multiple calls from representatives. They agreed to replace the panel boards and heat sensor at no cost to me. However, I was responsible for the labor cost of the two electrician visits. Matter resolved!

  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:10/14/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I had purchased a Jacuzzi 140,000 BTU electric heat pump through ******** ***** on 11/30/2020. Leslie's installed it on 12/10/2020. I understand it is manufactured by AquaPro. I have had many ongoing problems with this unit breaking down. Technicians were sent out multiple times and replaced multiple parts. At one point AquaPro said the problem was that my house does not have gutters, which causes rain water to go into the unit, and that they refuse to make further repairs until gutters are installed. Although I did not believe that was the problem, I agreed and paid close to $1,000 to have gutters installed. AquaPro sent out another part after the gutters were installed, but the unit still keeps breaking down. One technician confirmed my belief that the vast majority of these units are installed in very similar locations and that rarely are gutters present.
  At this point they have stopped replacing parts and stopped sending technicians. I have called them several times asking for a resolution, which has not been provided. I fear they are just letting time pass until the 2-year warranty expires. The unit remains broken. I am asking for AquaPro to please address this issue. The entire unit probably needs to be replaced with a new one if all the previous part replacements have not resolved the issue.

  Business Response

  Date: 10/17/2022

  As the manufacturer of the the heat pump we honor any warranty on the products that we produce. Anytime we see the same issue happen repeatedly we try to determine if there are any underlying issues at site. After reviewing photos provided by the customer we saw that the heat pump was installed underneath an overhang without a gutter, allowing for water to pour directly into the unit. For proper installation we did advise the customer to either move the unit from underneath the overhang or to move it to another location. We have been in communication with the customer and went over that we are in the development of new technology that will replace the current control board on the unit, which he continues to have problems with. This new technology will be available in the near future, and once it is we send a technician to repair the customer's heat pump.  It is extremely rare for a product to continue to have the same problem over and over again, that is why we believe the best solution would be to upgrade the customer's heat pump and install our new technology. 

  Customer Answer

  Date: 10/17/2022

  Better Business Bureau:
  
  
  
  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, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *******

  
  I paid for professional installation. The installation is absolutely typical.
  The vast majority of heaters are installed in exactly the same type of location
  (just look around my development). My prior heater was in this exact location
  and ran for many years without problems. This is clearly not an issue at the
  site. This has also been validated by technicians who see these same heaters
  installed in exactly the same type of locations and run problem-free. I did,
  however have gutters installed costing close to $1,000 and notified AquaPro.
  They replaced another part after the gutters, but it did not change the
  situation.
  Other than “we are
  working on a longer-term solution”, this is the first I am hearing about a new
  technology. While I do appreciate the parts and on-site technicians that
  AquaPro has sent as well as their efforts for a future technology, the unit
  remains broken during the warranty period. It has been broken for most of this
  year and that unacceptable, especially as we move into the cooler season. If
  the unit needs to be replaced, then it should be. If for no other reason,
  simply in the name of customer service and to alleviate my ongoing frustrations
  with this. The panel has been removed and screwed back on so often that some of
  the screw holes have become stripped and don’t hold screws on anymore.
  
  

  Business Response

  Date: 10/20/2022

  We have been in contact with the customer and have agreed to replace the heat pump per his request. 

  Customer Answer

  Date: 10/23/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have said that they agree to replace the heat pump, which I am in agreement with, as this was per my request. 
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:10/02/2022

  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.

  I purchased a pool in April 2022, set up in May 2022. The hoses had holes in them. Replacement was sent for all but one. Communication with the company was nonexistent and had to be done through a 3rd party as you will see in the email chain. September 2022 my hoses have holes again. Not a good product and needs replaced with something durable.

  Business Response

  Date: 10/03/2022

  We received notification from our retailer that the customer was having an issue with her hoses in May, and replacements were sent out to correct the issue under warranty. We have reached out to the customer and are currently waiting on a response in order to get current problem addressed. Any replacement parts needed are still covered under warranty for this system.