• Report: #985207

Complaint Review: Aqua Care USA | Ripoff Report Verified Safe

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  • Submitted: Thu, December 20, 2012
  • Updated: Wed, February 27, 2013

  • Reported By: Joan — Ackley Iowa United States of America
Aqua Care USA | Ripoff Report Verified Safe
Grimes, Iowa United States of America

Aqua Care USA REVIEW: Aqua Care USA clients, feel safe, confident & secure when doing business with Aqua Care USA. Aqua Care USA's commitment to customer satisfaction, the industry leader for hydrotherapy walk-in tubs and walk-in showers. Aqua Care USA commitment to Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, ..A program that benefits the consumer, assures them of complete satisfaction & confidence when doing business.
*UPDATE: Aqua Care USA Lifetime Warranty on all materials and labor, recognized by Ripoff Report Verified as a Safe business service.

*REBUTTAL Owner of company: REBUTTAL/RESPONSE TO FALSE COMPLAINT

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Ripoff Report Verified REVIEW:
EDitors UPDATE: Positive rating and recognition has been given to Aqua Care USAr for its commitment to excellence in customer service.

Ripoff Reports discussions with Aqua Care have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Aqua Care USA listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

The information provided in this report is based on comments made by Mike Pagano and Michael Pagano Sr. during an on-site inspection held by a third party verification company with no biases toward Aqua Care USA. [continued below]....
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Aqua Care USA is Ripoff Report Verified
Ripoff Report Verified .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..



Aqua Care USA specializes in bathroom remodeling in 20 different states specializing in design for the baby boomer generation and seniors. They state that they are set a part from others in this industry because they have a Forever Warranty, which is a no limits warranty. They also feel that they have superior products that are all manufactured in the United States and feel they have the best customer service team.

The company only sells to individual consumers. They advertise by running ads on TV and radio in addition to mailings. Their sales process starts when initial contact is made with a potential buyer. At the time of the call the person is asked if there is someone else they would like to invite to the meeting with the sales representative. The sales rep meets with the potential client in their home and explains the products and their benefits. There is a question and answer session to determine if the customer suffers from any ailments and how the products could benefit them. If the customer would like to purchase a product, they complete a contract and an appointment is made with a measure-man to complete the specifications needed for their customizable product. The sales person takes a 10% payment at the time of sale and explains the 3 day rescission period. If the customer is financing the purchase, the credit app is completed at this time.

The next step in the process takes place when the measure-man arrives (3-4 days later); he goes over the contract with the buyer to ensure everything is correct and collects 40% of the amount due. If the customer is financing, the measure-man reviews the bank documents with the customer. Financing customers also receive a Completion Certificate that they will sign when all of the work is completed. The customer must sign off on the specs before the work begins. This ensures that they are giving the customer exactly what they want and in the colors they selected. After the work is completed, cash customers make the final payment and for financing, the certificate is signed when the customer is happy with the work. The certificate is turned in so that the company can be paid by the bank.

After the sale, production managers are responsible for the installers. They check the installers credentials and make sure they have the necessary insurance. Installers attend a 2-day training class and they go out with an experienced installer to witness a live installation. A supervisor inspects the work they complete on their first job. They ensure the customer is receiving the best customer service possible by not requiring the last payment until the job is done. If the customer has an issue with the installation, it must be completed before they provide the final payment.

The most common complaints that Aqua Care USA receives is from children of aging parents that did not understand what their parent signed up for or did not understand the terms of the contract. Additionally, they have found clients will complain about the costs being too high. To remedy these issues, the company tries to discuss the process with the person filing the complaint while paying attention to any installation repairs that a customer may bring up during the course of resolving the complaint. The company always tries to go back to the Better Business Bureau to resolve the issue or in some cases they will offer arbitration.

An example of the company dealing with a complaint was when the son of a client felt the cost for their services were too high and his mother was taken advantage of. The company made efforts to contact the son and explain to him the process, but he was adamant that the company had done something wrong. Aqua Care USA went back to his mother, the original client to discover her feelings towards the products. They found that she was in fact happy with her installation and retracted her sons complaint.

Aqua Care USA stated that they do need to make some improvements in training and streamline their computer systems to better help customers. They stated that they are implementing continuous training for employees (not just when they are hired). They have improved the presentation given by the sales reps. Furthermore; the company is also making plans to monitor appointment calls.

Aqua Care USA / Statements from the owner.

My name is Michelle Pagano and I am the owner of Aqua Care USA. I would like to thank you for taking time to review my company. Aqua Care USA provides hydrotherapy walk-in tubs, walk-in showers, and chairlifts to customers throughout the United States. We provide the finest products in the industry, which are designed to provide a safe environment for our customers so that they are able to remain in their homes as long as possible. All of our products are custom built only for the home they are installed in. Please visit us at our website, aquacareusa.com or give us a call today to arrange for a personalized in-home consultation about the possibilities of our products in your home.

Since the company has been working with Ripoff Report they immediately made changes when confirming an appointment. Mainly that the rep asks if there is someone else the customer would like to invite to the meeting to discuss the sale. The company gives the customer the opportunity to call their children or a caregiver so that they can attend the meeting to help eliminate confusion. Additionally, they have added additional crew to complete work quicker and an additional warehouse in Dallas to increase the speed of the work. Aqua Care USA states that they feel it is good that Ripoff Report works with businesses to determine what is true. They feel the program helps to prove that they are a quality business that cares.

Aqua Care USA's principal, Ms. Michelle Pagano, has informed us that her personal philosophy is to always strive to make the customer happy. As a successful businesswoman, Ms. Pagano feels it is critical to listen to her clients and respond properly. By always putting the customers first, Ms. Pagano hopes to maintain Aqua Care USA as a successful enterprise both now and for many years to come.

Another top manager of the company told us that it has always been Aqua Care USA's policy to provide the best product and customer service in the industry. Aqua Care USA does this by always using the best products and only using highly trained professionals for all installations. Aqua Care USA also has a lifetime warranty for all materials and labor. Some of the other things Rip-off Report learned in the course of its investigation: Aqua Care USA takes all customer feedback very seriously and always tries to remedy any problems as fast as they can.

In conclusion, Mike Pagano stated that The #1 goal is to do whatever it takes to make the customer happy because a lot of the business is from referrals. I personally call each customer before the installer leaves to make sue the customer is happy with the installation. If the customer is not happy, changes are made before the installer leaves. They continually are making changes to improve their businesses in the area of asking if they want someone else at the meeting, Mike Pagano making a personal call, increase in communication throughout the process.

STATED IMPROVEMENTS FROM YOUR COMPANY NAME.

Theyre new policy is to always contact all customers to gather valuable feedback so that they can continue to adapt and deliver the best customer service possible. Aqua Care USA is willing to go beyond the call of good customer service and do what it takes to make things right with their customers.

At Aqua Care USA we offer an industry leading lifetime warranty for all labor and materials and we pride ourselves on our commitment to customer service. We use the highest quality products on the market today and have highly skilled craftsmen install our products for our customers.

Aqua Care USA recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Rip-off Reports Investigation Aqua Care USA has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

In summary, after our investigation, which included discussions with Ms. Pagano and many of his past and current associates, Ripoff Report is convinced that Aqua Care USA is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, its a long name for a program that does a lot for both consumers and businesses alike.

Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer..

NOW TO THE ORIGINAL REPORT THAT WAS FILED
------------------------------------------

Aqua Care USA  Rip Off Grimes, Iowa

These people were at my 92 year old mothers house in September to install shower, promised her it would be done by Thanksgiving, not done.  They then show up leaving her house in a total mess, have now told her bathroom will not be done by Christmas as they did not have the front of the shower.  They also said when they were done everything would be left as it was when they started, then stated they do not replace the tiles that were removed.  They have left a total mess, broke a light fixture that was never replaced.  I think they totally take advantage of elderly people, little did they know when the started there are several contractors in the family that see all the things they are doing incorrectly, such as not replacing the rotted boards in the floor.  I'm sure there will be many other items that will appear, if they ever complete the project.  I would never recommend them to anyone to do work at their home.  They have done nothing but put stress on my mother for several months and makes it worse that it is during the holidays when she will have many people at her house.  These people are very inconsiderate, their estimates are incorrect, what they say they will do and what they do are totally different.  Do not contact them, they take total advantage of the elderly.  Very dishonest people.

This report was posted on Ripoff Report on 12/20/2012 06:58 PM and is a permanent record located here: http://www.ripoffreport.com/r/Aqua-Care-USA-Ripoff-Report-Verified-Safe/Grimes-Iowa-/Aqua-Care-USA-REVIEW-Aqua-Care-USA-clients-feel-safe-confident-secure-when-doing-busi-985207. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
0Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

REBUTTAL/RESPONSE TO FALSE COMPLAINT

AUTHOR: Michelle - (United States of America)

This is a response to the above claim. The posters comments are
misleading and untruthful. The purchaser of the walk-in shower selected a
custom sized multi-angled shower with glass wall surrounds. This type of
installation is a staged process where the shower pan (floor) and walls are
placed first and then measurements are taken to ensure an accurate fit of the
glass surround walls, then the glass is installed. This is even more important
in an older home, in which this customer lives. 
The customer was completely aware that this was the process which would
be required to install her shower. This was a very complex installation. In
order to make absolutely certain that the various components were correctly
constructed Aqua-Care USA personnel made a lengthy trip to the customer
residence to consult with the engineers at the factory on the design and
measurements. Aqua-Care USA has dated e-mails of blueprints from the factory
verifying these steps. The claim that Aqua-Care USA left a mess at the customer
residence is an utter lie. In fact, when Aqua-Care USA personnel arrived at the
customer residence to begin the installation process, it was found that the
family contractors had already demolished the bathroom. The demolition was
not requested, necessary, or desired by Aqua-Care USA. The demolition activity
was significantly beyond the scope required for the installation. In fact the
demolition damage was so extensive it could only have been done with the intent
of causing damage to the room. We have encountered this tactic before. The
family contractors did their own demolition in a deliberate attempt to obtain
goods and services (a new sub-floor and flooring) from Aqua-Care USA not
covered under the specifications of the contract. The assertion that Aqua-Care
USA did not replace the rotted boards in the floor is an outright lie.
Because off the damage caused by family contractors Aqua-Care USA did in fact
replace the damaged flooring. This was done to make certain that a quality
walk-in shower installation was provided. This was not required by the
contract. Aqua-Care USA has photographs that leave no doubt that this work was
done. The assertion that Aqua-Care USA personnel left the house a total mess
is another outright lie. The installation site was scrupulously maintained and
cleaned daily. When the first phase of the installation was completed (the
placement of the shower pan and shower walls) the room was meticulously
cleaned. Aqua-Care USA has photographs that prove that the job site was clean
on departure. Aqua-Care USA has been unable to complete the project due to the
customers refusal to allow our personnel access to the job site. An
appointment was scheduled for December 26, 2012 to obtain the measurement for
the shower glass surround as described above. When
Aqua-Care USA personnel arrived they were denied entry to the residence.
Aqua-Care USA is confused as to how it will ever complete the project if it
not allowed access to the home to do so. Aqua-Care USA suspects that it is the
family contractors of the customers family who intend to attempt the final
part of the installation and will no doubt try to acquire the funds for
themselves which are contractually due Aqua-Care USA. Aqua-Care USA remains
committed to completing its contractual obligations and will do so immediately
if allowed access to the customers home.. This entire complaint is completely
misleading and is fact a collection of lies.      
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