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Business Profile

Pool Supplies

Aquascape Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Supplies.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/27/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Ordered an Aquascape 78325 AquaGarden Pond and Waterfall Kit with a one year warranty. The under waterfall light leaked and water caused it to stop working. Aquascape requires you to mail back the old bulb and transformer at your own expense which is $14. It is obvious and could be proven with a picture, that their product failed and the light bulb has water in it. So if you purchase anything from Aquascape, be aware of the expense to return. The $14 was just a light bulb. A pump or whole pond will be much more expensive. They could prove themselves to be a reliable company by just sending us a lightbulb. How hard is that?    

    Customer Answer

    Date: 08/27/2024

    Here is the Aquascape receipt purchased through ******

    Business Response

    Date: 11/13/2024

    ****** *** Complaint ********: On August 19, 2024, Mr. *** filed a warranty claim for a light included with the AquaGarden. Our representative, ***, initially worked with him to troubleshoot the issue. When troubleshooting didnt resolve the problem, *** sent Mr. *** an RMA number and provided further instructions, specifying that the item would need to be returned for inspection before a replacement could be issued under the warranty. Unfortunately, we did not receive a reply or the item back from Mr. *** for replacement processing.

    Customer Answer

    Date: 11/13/2024

     
    Complaint: 22202710

    I am rejecting this response because:This company is well aware that the cost to return their defective item isn't covered by them and makes their warranty useless. 

    Sincerely,

    ****** ***

  • Initial Complaint

    Date:06/02/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 color changing lights from Aquascape on June 6th, 2022 and one of the lights stopped working. I had to pay someone to put the light in and seal it in the fountain. It was under warranty as confirmed by Aquascape but they are asking the customer to pay to ship the light back to them even though they are the ones that sent me a faulty light in the first place. I already have to pay someone to put the new light in and reseal it. I believe Aquascape needs to honor the transaction and not make me pay extra to get a properly working light.

    Business Response

    Date: 11/13/2024

    **** ****** Complaint ********: Mr. ****** submitted a warranty claim concerning a color-changing light issue. Our representative, ****, worked with him on troubleshooting and provided an RMA number, along with detailed instructions for returning the item to us for inspection as part of the warranty process. Mr. ****** expressed concerns about the need to return the item and our policy, referring to it as a scam. We clarified the details of our RMA policy and, upon receiving the item back, processed a replacement order promptly.

    Customer Answer

    Date: 11/13/2024

     
    Complaint: 21792494

    I am rejecting this response because:

    The business is claiming the problem is that I did not want to return the defective item saying I "expressed concerns about the need to return the item". This is not true. My grievance is that they make you pay for returning the defective item back to them. They make you pay even though they are the ones giving you a defective product that I paid in full for.


    Sincerely,

    **** ******

  • Initial Complaint

    Date:11/27/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    We purchased a new Aquascape AquaSurge Adjustable Flow Pond Pump with Smart Control Receiver on 7/18 of this year to replace a previous Aquascape pond pump that had stopped working after 11 years. During the installation of the new pump, the contractor we hired noted that the power cord connected to the pump had a short. When connected to power, smoke came from the connection. Video of this condition was shared with Aquascape. The contractor bypassed the short and hardwired the power cord to the power supply. Three months later, the pump stopped working altogether, and on 11/2 we shipped the pump and receiver to Aquascape for a warranty repair or replacement. That warranty claim was denied due to the modification to the power cord. We were told by the warranty department that when tested, the pump worked fine when hooked up to a new power cord. When we asked and offered to pay for a new power cord, we were told they were not available. We paid for shipping of the pump and receiver both to and from Aquascape. However, when we opened the return box on Monday 11/20, the Smart Control Receiver was missing. When my wife contacted Aquascape to see about getting the receiver back, she was told we never sent the receiver. This is not true, as I sealed the box myself, and the receiver was included in the box, as instructed by the warranty department before we shipped to Aquascape.I cannot emphasize how poor our entire experience had been with Aquascape. We have spent over $1,000 on a new pump, pump installation, pump removal, and shipping, and we are left with a faulty pump with significant missing parts. Despite Aquascape's claim that "rest assured, we stand behind our products," they refuse to stand behind their product, and when Aquascape makes a mistake, they deny all responsibility. If it becomes necessary, we will be contacting the ****************** ******** ***************** to file a police report for Aquascape's theft of the Smart Control Receiver.

    Business Response

    Date: 11/13/2024

    ***** ***** Complaint 20923445:  Mr. ******* case involved a series of issues, starting with his claim that the initial pump was defective. Mr. ***** returned the receiver to us, although we never received it.  Our President, ******* ******** authorized sending a replacement pump to resolve the matter at no charge.  Later, Mr. ***** reported that the replacement pump also failed. His contractor seemed unfamiliar with proper installation and operation procedures for the pump and electrical work in general. He even provided videos showing the pump plugged in on a dry patio, rather than submerged in water, as required for all our pumps. The video captured a loud squealing sound from the pump, indicating it was damaged due to improper usage.

    Customer Answer

    Date: 11/13/2024

     
    Complaint: 20923445

    I am rejecting this response because: unsurprisingly, Aquascape continues to misrepresent facts and lie. I have attached all correspondence for the record. We have since installed a pond pump from another manufacturer which has worked without incident for nearly a year.  We still have the two failed Aquascape pumps stored in our garage, the first which was returned by Aquascape to us with parts missing, and the replacement pump which failed within minutes.

    Sincerely,

    ***** *****

Aquascape Inc. is NOT a BBB Accredited Business.

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