ComplaintsforAquatic Surfaces of the Treasure Coast

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 31st *********************** came by to see about a damaged section of our pool. The company had resurfaced our pool in late 2014. The agreement (attached) has a 10-year warranty. After spending a considerable amount of time testing the water, and looking at the filter system, ****** told us that the issue was likely caused by the water being out of spec, but he would honor the warranty and do the repair. He would call on Friday to schedule. On the following Monday I called his cell phone to enquire about getting the services. Since then I have called the office three times and never received a return call. My last call, to their voicemail, requested to be told whether the work would be done or not. Waiting months to receive a call is unacceptable and unprofessional. ************** can at least return my call and explain why he won't do the work he promised he would do under the warranty.

  Business response

  04/05/2023

  Regarding the complaint filed on 3/29/23 by ************** of **************, let it be know that Aquatic Surfaces of the Treasure Coast, **** did in fact plaster said pool 8 or 9 years ago.  Please note that we have no records of ************** calling our office but once and ************** never filed a written complaint nor does have any records of his pool care (chemical readings).  ************** called regarding how his surface has worn off and would we look at it.  ************** did in fact go to the residence on 1/31/23 to find that the surface was over chemically treated by his pool service company or companies.  ************** took the filter apart to inspect it (see attachment).  The surface was coming off and collecting in the filter.  ************** said this in his complaint.  ************** recommended resurfacing the pool.  ************** agreed to have Aquatic Surfaces drain the pool and patch a small baseball size area on the pool floor for a cost of $1,000.00.  There was no agreement ever sent or signed by ***************  ************** never gave a timeline do to our heavy work schedules and being 6 months backlogged.  It's hard to understand why ************** would wait more than 8 years to call us if this was such a concern. This complaint is not a warranty issue.

  Customer response

  04/05/2023

   
  Complaint: 19866879
  
  I am rejecting this response because:

  This response is utter nonsense. My wife and I both spoke to **************. While he did test the pool chemicals and take apart the filter, his response to us was that he would patch the pool under warranty because he wanted to maintain the good name of the business. He said it would show because of the staining. I asked if it were acid washed would that make a better-looking repair. He said it would, I asked how much, he said normally $1,500, but because he was draining the pool already for the repair, he'd do it for $750. Upon leaving he said he'd call me Friday with a date. I asked about how long it would be and he estimated about a month. I didn't hear from him on Friday, so I called that Monday to his cell phone (call #1), which he had called me. I waited another week and called the office (call #2). I was told he was out of town but would return my call when he returned the next week. I did not hear back. By this point I was upset from the non-responsiveness. I waited a few more weeks and called again (call #3). I was told ************** would return my call. I asked if he'd be back today. I was told yes. I got no return call once again. That's three calls unreturned. After a few days of waiting a third time for a return call, that's when I decided to file a complaint with the BBB.
  
  Sincerely,
  
  ***********************

  Business response

  04/20/2023

  Let it be known that Aquatic Surfaces suggested that we may be able to try and clean the pool surface and apply ******* Gem Plaster color over the baseball size wear area for $1,000.00 and could do this the next time we were working in his development in 6-8 weeks.  There was no written agreement betwen us or a work order for this work.  This is not a warranty issue or claim.  ************** is trying to bully our Company into doing something that I'm not comfortable with by filing a complaint with the Better Business Bureau.  This pool has been taken care of by others and the chemicals have eaten away the surface prematurely.  At this time we are no longer willing to do any work for ************** and I consider this matter closed.  Respectfully:  ***********************, President

  Customer response

  04/20/2023

   
  Complaint: 19866879
  
  I am rejecting this response because:

  I don't use this lightly, but ************** is a liar. At this point I wouldn't let ************** or anyone employed by him to touch my pool. Of course, it was maintained by others, I hired people to maintain my pool. The surface wore out prematurely and was warrantied for 10 years, of which only 8 1/2 went by.

  He stated categorically that he would do the repair for free when he was at our house. Clearly his word is worthless. 

  
  Sincerely,
  
  ***********************

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