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:06/21/2023

  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.

  Our pool was opened for the season by Aqua Masters the week of 5/8/23. Heater was faulty since opening and not functioning properly. Service technician came out again on 5/23/23 , replaced control panel, and our credit card was charged that was on file for the initial opening (without our knowledge) $1,437.05 without discussing estimate or charges with us. I called and spoke to billing who were extremely rude but refunded the card, stated they would adjust invoice accordingly and deduct $600, and send out updated invoice that needs to be paid within 30 days. Shortly after panel was replaced, pool heater, was, again not working or turning on. Error Code AFS (air flow switch) was popping up on panel screen. Aqua Masters contacted again. Stated it would be $231 for the part plus another $225 for labor for another service visit BUT stated we needed to pay the previous bill before they would come back even though we were told we had 30 days to pay it. And this was never evaluated in person, the diagnosis was made based on a screenshot of the panel that I sent. This heater was never functioning properly since the pool opening. They keep adding charges and the issue is not being fixed. We would like the initial bill adjusted by $600 which they said they would do and for them to fix the heater properly This company wants to keep billing for service visits yet they are not resolving the issue. Furthermore, the rude customer service over the phone is not professional.

  

  Business Response

  Date: 06/21/2023

  **** *** ****                                                                   
  **** * ***** *****
  * **** *****
  *********** **  *****
  
  Per your request, we opened your
  pool on May 9th, including firing your heater up.  The pool heater was fully operational with no
  issues (Exhibit A).
  
  On May 23rd, ****
  called us requesting a service call, stating that the heater fires up and shuts
  down 5-10 minutes later and displayed an error code of E05.
  
  On May 25th, our
  service manager diagnosed and repaired your pool heater.  According to his diagnosis, he found a short
  in the Main Printed Circuit Board (PCB) and tested the Stack Flue Sensor and
  found that sensor was out of range.  He
  replaced the touch pad, Main PCB and stack flu sensor. He test-fired and ran
  the heater twice for 10 minutes each time, with no issues.  Steve even explained to **** how the controls
  on the heater work. This service call, including parts and labor totaled
  $1,437.05 (Exhibit B).
  
  You signed up for “Charge my
  card upon completion of service” on your Service Agreement, (Exhibit C),
  On 6/6/23 at 4:10 p.m., our billing manager Erin, charged your credit card
  $1,437.05 for the above service call and parts. 
  ***** immediately called us proclaiming that neither of you authorized
  this service nor the cost.  On 6/6/23 at
  4:53 p.m., Erin credited your card for the
  entire service call of $1,437.05.  She spoke to ***** that day and explained
  that she would modify your account from “Auto Pay” to 30 Days, providing you
  with 30 days from the original date of the invoice to send in payment.
  
  Additionally, Steve also agreed to
  credit your account $300.00, not $600.00. 
  Your conversation was held on the speaker phone and others in our
  Service Department can attest to this conversation.  The updated invoice is $1,118.00 (Exhibit
  B).
  
  On June 19th,
  approximately 3 weeks after we serviced your heater, you sent us a text message
  including a photo of the filter touch pad, explaining that there was an “AFS” error code displayed.  Steve replied, explaining that the error code
  is the air flow switch, which was not related to the previous issue
  with the heater.  In your text
  message to us on 6/19/23, you stated that the heater worked perfectly fine a
  couple of weeks ago, yet you state in your complaint to BBB that it was faulty
  since the pool opening. (Exhibit D).
  Steve provided you with a price to
  replace the flow switch (cost of part and our service call fee). He also
  explained that before any additional service calls are scheduled, your previous
  bill of $1,118.00 had to be paid in full.
  
  Best regards,
  Aqua Masters of ***********

  Customer Answer

  Date: 06/21/2023

  
  
  Complaint: ********
  
  I am rejecting this response because: Aqua Masters refused to come out and service/perform work on our heater, as stated via text message to me, until the previous invoice was paid in full, however, it has not been 30 days yet. Also, no one came to evaluate or properly diagnose. I send a pic of the error message and was told the AFS switch needs to be replaced yet no one physically evaluated it to even verify what the issue definitely is. 

  Steve did tell me my invoice would be credited $600 not $300. Is there an audio recording of this call that I had with him to verify?

  I feel that we keep getting charged over and over with no resolution. It's strange that parts just keep breaking and we are only at the beginning of the season.

  
  Sincerely,
  
  
  
  **** *** ***** *****

  

  Business Response

  Date: 06/22/2023

  We have been in business for over 30 years, and our service
  team is fully trained and licensed. We are knowledgeable and experienced enough
  to know what different codes on heaters mean, such as an AFS error code means
  that there is an issue with the Air Flow Switch, and it should be
  replaced.  
  We opened your pool, and you were charged for that.  We performed a service call for your pool heater,
  with error code E05, and you were charged accordingly per your Service
  Agreement (Charge my card upon completion of service).  We even credited that invoice and modified
  your payment choice, granting you 30 days to pay that invoice.  As you can see, we are trying to work with
  you.
  

  You requested a second service call for a different error
  code on your heater, but we asked that you pay your previous balance before any
  additional bills are incurred.  You indicated
  on June 6th that you didn’t approve the service call of May 25th, but you placed 3 phone calls to us asking when we’re going to service your
  heater. You then stated that would not be paying those charges.   Why
  would we return for another service call before you paid the prior invoice? 

  You complained to the Better Business Bureau regarding
  how dissatisfied you are with our company, yet today, on June 22nd, Mr.
  ***** called and left a message wanting help with the error code on his heater.

  You find it strange that parts of your heater keep breaking,
  which is beyond our control.  As
  equipment ages, wear and tear will occur and eventually it’s more economical to
  replace the entire unit. 

  Customer Answer

  Date: 06/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  In response to your suggestion that it may be more cost efficient to replace the heater, it was installed in 2018, so in your expertise with pools, heaters last only 5 years before needing replacement? Hmmm, that doesn’t seem right. If you were to put yourself in our shoes, it’s quite frustrating when parts need to keep getting replaced and needing multiple service visits. Then, to be told no one would come out and refuse service  until a previous invoice was paid (when it wasn’t even at the due date of 30 days yet) is not very considerate. 

  Second, I did not receive a response to my previous questions and invoice adjustment. Steve told me the original invoice would be credited $600 and you said only $300. I asked for a recording of this  conversation, to make sure that I was not mistaken, but you didn’t provide that to me.

  I NEVER refused to pay for any service visit from Aqua Masters.  That is our financial responsibility. I did, however, ask that my credit care be taken off automatic billing, as it was charged before we even got an invoice or estimate from the previous service of replacing the control panel. I will gladly pay the invoice, once it’s adjusted properly to reflect the $600 decrease. 

  We would like our AFS switch evaluated and repaired ASAP, as **** requested. It would also be appreciated if the staff could be considerate on the phone when customers call to ask questions or explain problems they may be having with their pools. 

  
  
  
  Sincerely,
  
  
  
  **** *** ***** *****