ComplaintsforAquascapes Design, Inc.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The complaint involves a gray discoloring of a new pool finish, that was supposedly guaranteed for life, but Aquascapes says its the subcontractors Pool One guarantees the finish, and after 6 months of asking them to meet us, they have not. They claim they came when we werent home and the problem was improper maintenance. We did the maintenance ourselves diligently. Very upsetting.

  

  Business response

  02/21/2023

  We have spoken to the customer numerous time and offered to have the pool checked by ****************.  The issue with the pool is chemical in balance which is not covered by warranty.  This occurred after **************** did the initial start up.  The customer stated he has used multiple pool cleaning companies but felt he could do a better job.  We are still willing to send out **************** to see if they can fix the issue but the customer has refused stating they are useless.  The technician who completed his start up is certified in this area and I have attached their certification.  The customer also has the option of going thru the warranty company to see if they will come out. The warranty is thru the company providing the material and the customer has been provided their information.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It's so unfortunate that we have to make this complaint as we have tried and tried to avoid it. We hired Aquascapes on 9/1/21 to build a pool for us. We were promised that even though most companies are taking up to a year to build pools in the area, that they would do it in less than 6 months. The salesman (who conveniently left the company after we signed the contract) said that it would absolutely be done by March 1st 2022. Here we are June 23rd, 2022 and we have a HUGE punch list that no one seems to care about. Despite countless conversations with the owner ***, we cannot get them to fix the shoddy work that they did on this pool. They admit it's not a good end product but won't fix it. ***, is very concerned about the $4050.00 we still owe him for the pool and can't quite understand how he is not getting one more penny from us until he finishes this over-priced and subpar pool! We paid him $76,000 thus far and he is not getting anything until this pool is completed to our satisfaction.

  

  Business response

  08/11/2022

  Business Response /* (1000, 9, 2022/08/11) */ Contact Name and Title: Lynne J Bookkeeper Contact Phone: ********** Contact Email: *****@aquascapesdesign.com The salesman was aware pools were taking 10 months to a year and this is the information he was relaying to customers. The salesman did not conveniently leave he retired. We are not aware of anyone that would have provided a completion date unfortunately in these times with shortage of materials and labor those promises would not be made. The huge punch list consisted of 8 items that needed to be addressed. 1. Grout issues, Travertine issues, glass tile issues - Had to order material and this will be completed by our subcontractor. 2. IC 40 leaking - Warranty company was sent out and this was repaired 3. software update for Pentair - Pentair is the only one that can do updates. This is beyond our control. It has been submitted to them 4. broken display screen on pool pump - This was due to leaving lid open and sun shining on display. This was not damaged once the lid was closed everything was fine. 5. breaker tripping - Sent Electrical company out and this has been replaced 6. pool school - As per our contract and discussions this will not be scheduled until the Pool Fill Draw has been paid 7. copy of all release of all liens - As per discussions this will not be provided until the Pool Fill Draw and Final payment has been paid 8. water company form - This is a letter for Sewer credit they may offer but will not be provided until the Pool Fill Draw and Final payment has been paid We have strived to make this customer happy including purchasing and installing a piece of equipment that was not included on the contract. We will continue to stand behind our work and would never state this is shoddy work. We have sent multiple contractors and reps out to the pool to discuss any issues, but the customer will not listen to them and has screamed and yelled to the point that they are concerned with sending their workers into a hostile environment. Our contract clearly states we will not move to the next **** until payment has been made the Pool Fill payment has been outstanding since May 19 and we have made multiple requests for that payment. The final payment will be billed once pool school has been completed. All warranties will be in place once all payments have been made. Due to unprecedented times, we ask for your patience. Materials have become much more costly and more difficult to get. Also, sub-contractors are having a hard time finding skilled employees, so they are behind in their schedules. We know this is frustrating for all of us. We are doing the very best we can to complete your project. So please try to remember we are all in this together. Consumer Response /* (3000, 11, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This project is STILL NOT COMPLETED! Business Response /* (4000, 13, 2022/08/12) */ The project is not complete because the coping is on backorder. We can not control the production of material as soon as the material is in we will correct the issue. As stated previously pool school will not be completed until the Pool Fill payment has been made per the contract. Lien releases will not be provided until all payments have been made. The Pentair software update can only be done by them we have reached out to get this completed. We would to finish the pool as much as the customer and are doing our best to complete the coping issue. The owner went and met with them to go over the issue and we ordered additional material that day. I spoke to the customer and let her know it was on backorder. Thank You Consumer Response /* (3000, 19, 2022/08/30) */ This work is STILL NOT completed. This case should NOT be closed. The owner was out here several weeks ago and the tile and the coping has still NOT been repaired. We are going on a year on this project. Absolutely absurd Business Response /* (4000, 21, 2022/09/01) */ The coping was just received and we have scheduled this for repair. They should be out this week or next so we can close this issue. One year is not absurd to build a pool in these times we received their permit in November and the final inspections were completed in June. Due to material shortages beyond our control this has delayed the repair for which we are sorry. Consumer Response /* (3000, 23, 2022/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) One year is a long time when you are told that it will be 6 months. And imagine having to find out on the BBB website that they finally have the material that they "should be out this week or next so we can close this issue." Communication is a HUGE part of this company's problem. Buyer BEWARE!

*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. ↩