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Business Profile

Water Purification Equipment

Aquarius Home Services
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Aquarius Home Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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Aquarius Home Services has 17 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 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:05/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 thermostat on my new system failed, they told me it would be 3 months before they could fix it. Until then I have no heat or ac

      Business Response

      Date: 05/21/2025

      Hi *****,


      Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience caused by the thermostat issue on your new HVAC system. We understand how frustrating it must have been to go without fully functioning heat or AC, and we appreciate your patience.


      When you reached out, we initially had limited availability and regretfully offered an appointment in August. However, were glad we could promptly reschedule your visit to May 19th, 2025, once we became aware of the urgency. Our dispatch team flagged your job with priority, and we made every effort to get you in sooner if any openings occurred.


      During our visit, we replaced the failed thermostat under your warranty and ensured everything was properly installed and tested. Your system is now running correctly, and we left the thermostat manual on your kitchen counter to help you get familiar with your new setup. If you have any questions or need assistance with scheduling or setup, were here to help.


      We truly value your business and the opportunity to make this right. Thank you for choosing Aquarius Home Services, and we hope your updated experience reflects the care we strive to deliver.

      Sincerely,


      The Aquarius Home Services Team

      Customer Answer

      Date: 05/21/2025

       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.

    • Initial Complaint

      Date:12/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 a brand new furnace installed in Feb 2024 by Aquarius. In October my furnace went out and I contacted Aquarius, It was on a weekend and they could not gert someone out. They day they got somneone here, he did not have parts and had to order. It was coolish, but not horribly uncomfortable. They took several days to repair. Our furnace went out again and they got someone out Monday. They had to once again order parts. Was told by tech that they would be in Wednesday. I called several times today and finally got a hold of someone that said VM was left yesterday that parts were in. I have no record of a call or VM. I want this issue fixed as temprature in my home is around 60. I am disabled and an older gentleman. I dont want this issue to happen again in minus 20 and have a home almost unliveable. This company needs to do better with their customer service! I want furnace repared, and an assurance if this happens again we wont be left in a freezing home for days! I have a maintenance contract with **************** and they can't service since it is under warranty. ********* always had me up and running within a day or so!

      Business Response

      Date: 12/11/2024

      Thank you for sharing your feedback. We sincerely apologize for the inconvenience and frustration you experienced with your furnace, especially given your circumstances. Your concerns are important to us, and we appreciate the opportunity to address them.


      Were glad to confirm that this issue has been resolved, and your furnace is up and running again. As discussed, if you experience any further issues, please dont hesitate to call us directly, and well ensure a prompt response.
      We understand the importance of reliable service, particularly during the colder months, and were committed to doing better. To avoid delays in the future, we are reviewing our processes to improve communication, reduce repair times, and prioritize cases where quick resolutions are essential.


      We value your trust and will continue working hard to ensure your home stays warm and comfortable. Please dont hesitate to reach out if you have any further concerns or questions.

    • Initial Complaint

      Date:05/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 issue I am having is the system that was installed does not work. I have magnesia bacteria in my well that makes my water smell bad. the rep told me a filter system would work. which he installed I paid over 7k for this system. I called back after install and he said we needed another filter installed so we would have two filters. that has not worked either. I have called numerous times as now I still have the smell and the additional problem of zero water pressure. my dishes and laundry do not come out clean as i have so little water pressure do to the filters. the first tech said you have to change your filters more often which helped marginally. I was changing them out every two weeks but still no water pressure. Tech came out again and said I do not need any of the things that were sold to me as they have a similar system to what i was running with ******** which was a pretreatment chlorine type solution. he said the sales guy should have known this and there is no way I am going to have a resolution or any water pressure with the way the system was set up. I should not have well over 7k for a system that does not fix my issue and only added more problems. the local office has not been able to correct the issue my service address is ****************************************************************** ***********************

      Business Response

      Date: 05/09/2023

      ******,thank you for bringing this to our attention. Your feedback is appreciated and taken very seriously, and these issues have been shared and are being addressed immediately. We appreciate you speaking with ** about your concerns and giving ** the opportunity to work with you to rectify this situation. We want to ensure our customers are happy with our product and service and will do everything that we can to ensure 100% satisfaction. Again, thank you for taking the time speak with ** and we look forward to providing you with the quality water and service that you deserve.   

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