Ripoff Report Verified™ REVIEW

EDitor's UPDATE: Positive rating and recognition has been given to Aqua Care for its full commitment to quality 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 below is based on comments made by Mike Pagano and Michael Pagano Sr. during an onsite inspection held by a third-party verification company with no biases towards Aqua Care. 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.


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..




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.



CUSTOMER CARE & COMPLAINT RESOLUTION – AQUA CARE

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 – STATEMENT FROM OWNER – MICHELLE PAGANO

" 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.



STATED IMPROVEMENTS FROM AQUA CARE

Aqua Care 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 Ripoff Report's review, Aqua Care 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 review, which included discussions with Mike Pagano, Ripoff Report is convinced that Aqua Care is committed to quality delivery of services resulting in total client satisfaction.

How does a business get Ripoff Report Verified™

The member business allows Ripoff report to email everyone from the past. Those who respond to Ripoff report with a valid complaint must be take care of. They have made a commitment that if anyone contacts Ripoff Report in the future, they will make things right within 14 days. The member business must err on the side of their customers. Otherwise the member business is off the program.

Ripoff Report has determined that Aqua Care meets Ripoff Report Verified™ standards which include a commitment to make a good faith effort to resolve any consumer complaints. Members of the Corporate Advocacy Business Remediation and Customer Satisfaction program do pay a fee for our on-site review, 24-hour monitoring and for support with customers to resolve any disagreements.

Ripoff Report sends a 3rd party service to do an onsite inspection of the new member business. The on-site inspection / review does not mean that the products or services offered by the business have been evaluated or endorsed by Ripoff Report, and has not made a determination as to the business' product quality or competency in performing services. We can verify, that Ripoff Report went to the business, verified their business or “work from home business”, there for, if a customer in the future does not get treated correctly, Ripoff Report can get the problem resolved. If not, and the customers is right, the member business will be taken off the Corporate Advocacy Program. Remember, Ripoff Report emailed every customer from the past that filed a complaint to make sure the member business made things right with customers from the past. Again, to err on the side of their customer, those from the past and those in the future.

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

Read about 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. 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

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