1. Aqua Comfort Case Study
Created 24 June 2015
http://www.aquacomfort.com
Contacts
• Mr. William Villante—Vice-President, Manufacturing (xxxx@aquacomfort.com)
• Mr. Dan Dietrich—Sales Lead, TÜV SÜD (DDietrich@tuvcanada.com)
• Mr. Alfio Marrello—Products Manager, TÜV SÜD (AMarrello@tuvcanada.com)
Introduction
TÜV SÜD is helping this manufacturer of swimming pool heat pumps obtain timely, nationally-
recognised product safety certification for their products sold in the U.S. and Canada markets.
Overview
• Client name: Aqua Comfort Technologies, manufacturer of AquaComfort-brand heat pump
pool heaters
• Industry: HVAC equipment manufacturing
• Profile: Designs and manufactures energy-efficient heat pumps and heating systems for use
in residential and commercial swimming pools
• Business challenge: Need for timely product evaluation and certification to maintain market
presence for existing product line
• Our solution: Testing and certification assistance from TÜV SÜD’s HVAC technical experts
• Business benefits: Efficient and cost-effective testing and certification services that actively
support the company’s business needs and requirements.
Business challenges
For more than 25 years, privately-held Aqua Comfort Technologies has been a leader in
developing innovative, energy-efficient and environmentally-friendly heat pump technology for
residential and commercial swimming pools. Aqua Comfort heat pumps are engineered and
manufactured exclusively at the company’s Wallingford, CT facility, and installed by company
authorised dealers and distributors throughout the U.S. and Canada. More than 100,000 Aqua
Comfort heat pumps are currently in operation, enhancing the recreational experience of pool
owners while saving them money.
Aqua Comfort’s line of residential and commercial heat pumps had previously been certified in
both the U.S. and Canada for compliance with applicable product safety requirements. However,
in 2013, the company’s original testing laboratory lost its accreditation as a U.S. Nationally
Recognized Testing Laboratory (NRTL). At the same time, Aqua Comfort was implementing a
number of technical changes to certain models of its XL series of heat pumps, triggering the need
to retest and recertify those products.
Aqua Comfort’s first choice for a new testing laboratory proved problematic from the start. The
company was familiar with the rigours and challenges of the product testing and certification
process, since its products had been tested and certified in the past. However, Aqua Comfort was
not prepared for the laboratory’s apparent indifference to the need to complete the testing and
certification process in a timely and efficient manner. Responses by laboratory personnel to

2. email and phone inquiries by the company could take weeks, and were often followed by
requests that seemed irrelevant to the company’s heat pump products or the required certification
process. After more than three months, Aqua Comfort’s new heat pump models had still not been
certified.
TÜV SÜD’s solutions
With Aqua Comfort’s most recent testing laboratory experiences fresh in his mind, William
Villante, Aqua Comfort’s vice-president of manufacturing, visited the TÜV SÜD booth at an
industry trade show in early 2014. Villante discussed his testing and certification challenges with
TÜV SÜD technical experts on hand, and emphasised the need for an approach that would work
within Aqua Comfort’s limited schedule. He was impressed not only by their knowledge of his
specific technical issues but with their clear understanding of how to handle the testing and
certification process in a prompt and timely manner.
Subsequently, Aqua Comfort contracted with TÜV SÜD for safety testing and certification of
one of its electric powered heat pump models in accordance with relevant U.S. and Canadian
standards. Testing began in mid-March, 2014, and completed in early April, with TÜV SÜD’s
NRTL certification awarded shortly thereafter. From start to finish, the entire testing and
certification process took just three weeks to complete, allowing Aqua Comfort to introduce its
newly certified heat pump to the U.S. and Canadian markets on schedule.
Currently, Aqua Comfort is working with TÜV SÜD on testing and certification of additional
electric heat pump models in the XL series, and well as the testing of next generation heat pump
technologies. The scope of testing will soon be expanded to address performance standards
related to heat pump technologies, making TÜV SÜD a single source for Aqua Comfort’s testing
and certification requirements.
Business benefits
According to Aqua Comfort’s Villante, TÜV SÜD has provided his company with the best of
what a partnership with a testing and certification laboratory can offer. “In our business, we
always work to provide our customers with the highest possible levels of service and
satisfaction,” said Villante. “Our work to date with TÜV SÜD has convinced me that they share
a similar commitment to their clients and customers. Over the past year, they have worked hard
to understand our goals and objectives, and have tailored their efforts to match our
requirements.”
Responsiveness has been another key to the successful partnership between Aqua Comfort and
TÜV SÜD. “Time is one of our most precious assets, and delays in getting responses from our
former testing laboratory were not only costly but frustrating,” according to Villante. “With TÜV
SÜD, we can always count of getting someone on the phone promptly to discuss and resolve a
specific technical issue. That’s much more efficient than protracted email exchanges that slow
down the process.”
“Our experience has proven to us that testing laboratories are not the same, despite similar
accreditations and credentials,” noted Villante. “In our experience, TÜV SÜD has exhibited the
highest standards of performance while keeping its promises. We couldn’t ask for more!”

3. Choose certainty. Add value
As this case study illustrated, treating the customer as you would want to be treated is at the heart
of any sustainable business relationship. TÜV SÜD is well-known for its technical expertise, its
testing capabilities and its globally-recognised certification marks. But it’s our strong connection
with our clients’ needs and requirements that makes TÜV SÜD the leader in testing and
certification services, and the preferred partner for organisations worldwide.
TÜV SÜD is a premium quality, safety and sustainability solutions provider that specialises in
testing, inspection, auditing, certification, training and knowledge services. Represented in over
800 locations worldwide, we hold accreditations in Europe, the Americas, the Middle East and
Asia. By delivering thoughtful solutions to our customers, we add tangible value to businesses,
consumers and the environment.