Ripoff Report Verified REVIEW:
EDitors UPDATE: Positive rating and recognition has been given to Aqua Care USA
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]....
.....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 Tried to rip-off my 95 year-old mother Grimes, Iowa
Although still self-sufficient, my 95-year old mother is finding it increasingly difficult to get into and out of her standard bathtub. A traveling representative of Aqua-Care USA presented a sales pitch and had her view a ameteurish DVD sales presentation on May 3rd, 2012. My mother didn't know what questions to ask and was impressed by the sales presentation. The initial price for her new installed walk-in tub was $22,000. But this was her lucky day! Aqua-Care USA just happened to be offering "a 30% discount in your area" that week. The sales representative said that reduced her total cost to $14,500. Luckily he wasn't a math major because 30% off of $22,000 is $15,400!?
Although I had e-mailed her and told her not to sign anything, she signed a contract and gave the Aqua-Care USA representative a personal check for $1,450 (10% down). After I e-mailed a long list of questions that she should have asked, she became concerned and exercised her legal right to cancel the contract within 72 hours of signing. She also told the Aqua-Care USA representative that her son (me) wanted to meet with him and ask some questions. The representative refused to meet with me, but acknowledged her contaract cancellation.
After learning of this, I told my mother to have her bank stop payment on the $1,450 deposit check which she did.
When the Aqua-Care USA home office in Grimes, Iowa learned of my mother's contract cancellation, a man named Pagano representing himself as the owner of the company, called my mother and gave her a rambling explanation of why he would now reduce the price to $12,000! She understood none of what he said.
Subsequently (one week later) another Aqua-Care USA representative did meet with me and answer my questions. All of his answers were basically "yes" or "no problem", as any good salesperson is schooled. His examination of the "job-site-to-be" was cursory at best.
That Aqua-Care USA representative instructed me to call Mr. Pagano on Monday, May 14th, 2012 to finalize the new agreement if we wished to proceed after my mother and I had reviewed her liquid assets availability during Mother's Day weekend when I was visiting her.
I was not able to reach Mr. Pagano by phone a 9:00 AM CST on the morning of May 14th, 2012 ("he's not in yet", per Angela)so I told my mother that I would drive back home to Illinois and call Mr. Pagano that same afternoon. I left a message with a "Joe" (who answerd for Angela the second time I called) at their office that I would call Mr. Pagano that afternoon.
Upon arriving home, I had an e-mail from my mother stating that an Aqua-Care USA representative had called her and had "withdrawn" the $12,000 offer because we had stopped payment on her original $1,450 deposit check.
I am convinced that Aqua-Care USA fully intended to keep her $1,450 despite the fact that she had cancelled within the lawfully prescribed 72 hours. We would have never seen a peny of that money had we not had the bank stop payment on that check.
If you are contacted by Aqua-Care USA, RUN, don't walk and find another service provider!