Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 10, 2024 Dear ******, I hope this letter finds you well. I am writing to address an issue regarding the recent purchase of Aquaguard 5000 from Aquaguard 5000 DBA AQUATIC TECHNOLOGIES amount $3,102.84 on 3/22/24. After our previous conversation and following the instructions provided by both you and your website, I proceeded with the application of the primer as advised. However, I regret to inform you that I am dissatisfied with the results. Despite adhering meticulously to the application process and allowing the primer the recommended drying time of 4 to 6 hours, it has been 10 days since the application, and there are still noticeable spots in the pool and the bucket used that have not completely dried. Enclosed with this letter, you will find photos depicting the current state of my pool, which has developed discoloration in certain areas as a result of the primer not drying properly. I must express my frustration as, per our previous discussions, I was assured that the installation was correct, and I was advised to be patient for the primer to dry adequately. However, the prolonged drying time has led to significant inconvenience and additional expenses, as I now need to pay extra funds to have the faulty primer removed from the pool and have it resurfaced. In light of these circumstances, I kindly request a refund for the purchased products. I believe it is only fair given the unsatisfactory performance of the primer despite following all provided instructions diligently. I trust that you will understand the urgency of this matter and expedite the refund process accordingly. Thank you for your attention to this matter. I look forward to your prompt response and resolution of this issue. I can return all unused products with return label and instructions. Sincerely, ******

  Business Response

  Date: 05/16/2024

  Please be advised first of all that we never received this complaint the first time and didn't receive the second letter until May 1, 2024.  And never received any correspondence from **************** at all. We spoke to him a few times on the phone personally, but that is all the interaction we had with him.  **************** purchased material from us to resurface his pool.  We gave him a 10% Military discount and helped him order the products he needed.  He was instructed to call the Technician ****** before starting his project which he did not do and therefore didn't mix the componets properly and the coat of epoxy he applied did not dry or cure properly.  He then called and purchased more products to try and fix what he did and again failed at the mixing ratio's as stated in the instructions that are listed both online on our website and are are the Paint cans.  When he failed to mix the product properly the second time he expected us to send him replacement product for free.  When we declined to send him more product for free he then (we assume) put this complaint in against us and did a credit card charge back for all his funds including what producet he used and the product he kept.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21564073
  
  I am rejecting this response because:
  May 21, 2024
  
  Dear ******,
  
  Thank you for your response regarding the complaint filed by ****************. I'd like to address the points you raised and provide additional context from ******************** perspective to help clarify the situation.
  
  First, it is noted that you did not receive the initial complaint and only received the second letter on May 1, 2024. **************** confirms that his interactions with your company were primarily through phone calls and text, with some significant points of miscommunication and unresolved issues.
  
  1. **Initial Order and Assistance**: **************** initially contacted ******, who assisted with placing the order. However, there were several errors in processing the order, including changes in inventory that necessitated a second order. This led to **************** being charged twice for shipping, totaling $315.00. Mr. ******* communication with ****** on March 1, 2024, and the subsequent invoice corroborate this sequence of events.
  
  2. **Technical Instructions and Photos**: ****** requested photos of every step of the resurfacing process. **************** complied, providing time-stamped photos that document the steps taken and the resultant damages. The only response from ****** was to ask if the topcoat had been applied, to which **************** replied after 10days that it was not drying (the instruction states 4-6 hours to dry).
  
  3. **Lack of Response and Filing Complaints**: ******************* attempts to reach ******, including leaving messages on his cell phone, he did not receive any response. This lack of communication led **************** to file a complaint with the credit card company and BBB, which also went unanswered until the credit card company served notice.
  
  4. **Damages and Expert Opinions**: **************** obtained several quotes from pool specialists, all of whom indicated that the products label did not list ingredients, making it difficult to recommend a solution other than perform demolition on the pool, which cost **************** $3,000. Consequently, **************** incurred significant expenses due to the product issues.
  
  5. **Resolution Offer**: After being notified by the credit card company, ****** contacted **************** on May 17, 2024, offering a refund for unused products but not the $315.00 in shipping costs. When **************** mentioned the additional damages incurred, the conversation deteriorated, and ****** became belligerent and hung up.
  
  Mr. ******* primary concerns are the significant damages incurred due to the product and the lack of effective communication and support. He is seeking a fair resolution that includes reimbursement for the shipping costs, the unusable products, and consideration for the additional expenses required to remedy the situation.
  
  I hope this detailed account will help facilitate a fair and amicable resolution to this matter. Thank you for your attention and cooperation.
  
  Sincerely,  
  *************************
  
  
  

  Business Response

  Date: 06/05/2024

  This is in response to Mr. ******* response from Aquatic Technologies:
  1)  There were never errors in processing Mr. ******* order.  He was told that based on the size or Sq. Ft. of his pool it would require 2 Primers and minimally 3 units of AquaGuard 5000 Topcoat protectant color.  He ordered 1 Primer & 2 Topcoat color on March 1, 2023.  he then placed the second order on March 18, 2023, for another Primer & 1 more Topcoat color which is what our sales associate told **************** to purchase originally.  He was told per our conversations to call ****** to help him with applying the Primer and that it required two people to apply and gave **************** ******** cell phone number along with it being on the Instructions Envelope with his order.
  2)  **************** Purchased 1 Primer & 2 Topcoat color on March 1st then placed another order on March 18th for 1 more Primer & 1 more Topcoat color which is why there are two delivery charges, one for each order.  On March 6th I recommended we talk, and he sent 7 pictures prior to the application of the Primer and shared by text how to prep the pool before applying the Primer.  On March 14th at 3:46 **************** asked if he can power wash his pool with a diluted Acid Solution, which I said was a great Idea".
  3) then **************** texted: "Hi ******, *************************, I will call for further instructions - (NOTE) - No Call yet.  On March 18th he sent pictures of the pool with protective tape on tiles & still no phone call. On April 2nd 9:23 AM sent pictures of pool now primed - no message - pool looks ok per his pictures - still no message or call from ***************.  
  April 10th - Sent short letter regarding his applying AquaGuard 5001 Primer.  He states that it didn't cure in 6-8 hours as I had told him it would do but had been 8 days and stated that the Primer in the empty buckets didn't completely dry.  Please note **************** never called me once. Never asked for help, never called as requested before starting project but instead wrote a letter to the BBB, disputed his credit card charges (for more than was charged) which was charged back from our account.
  Please note response from #3 of his complaint, **************** only sent me pictures after he applied the Primer 8 days later.  He never tried to call my office or cell phone.
  4)  As stated, **************** never contacted the offices of Aquatic Technologies Group, LLC or talked to anyone here.  He only filed a complaint.
  5)  I never hung up on ***************.  I did say goodbye when he threatened me that his wife worked for a law firm.
  On April 2, 2024, **************** now sends me a video of the pool already Primed with AquaGuard 5001 Primer (Note I have never spoken with *************** by phone since April 2nd at 9:26AM 1 minute told him Id call him back).  I called back at 9:28AM and we had a 12-minute conversation regarding how to apply AquaGuard Primer.
  
  4/10/24 8 Days later
  I received a long text telling me the product is still not drying as normal 4-6 hours.  Please note **************** applied the product by himself, which means he had to split the Primer into Several Smaller Batches.  He was informed, as all our customer that a large pool like his would require no less than 2-3 people to install it (see our instructions). Please note that our Aquaguard Protective Coatings colors are a 2:1 mixing ratio, where our primer is a 2.75 to 1 mixing ratio.  I asked him to call me for assistance to properly split the unit into smaller batches.  That never happened.  This is clearly a mistake made on Mr. ******* behalf.  I personally handle ******* people a year with installation of all our products.
  Our Events on Record:
  Purchased on 3/1/24 1 AquaGuard 5001 Primer & 2 AquaGuard Topcoat
  Purchased on 3/18/24 1 AquaGuard 5001 Primer & 1 AquaGuard Topcoat
  The last entry in my phone was on 3/25/24
  3/1/24 Sent picture of Bucket  - 11:06 AM Pool Patch Cement
  3/4/24 4:07 PM said I could not talk
  3/6/24 3:12 PM what do you recommend before applying Primer I replied 30 you need to discuss & he said just sounds good & sent me 7 pictures of pool being prepped/worked on.  Gave Mr. ******* how to prep pool he replied Power Washing and cleaning with 50/50 Acid Wash per my instructions.
  3/14/24 Sent me video of pool said he was ready to apply our AquaGuard 5001 Primer.  Stated he was waiting to talk with me.
  3/18/24 Sent Video of a pool with ***** physical areas repaired with fresh pool patch cement.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21564073
  
  I am rejecting this response because:
  Dear ****** and ******,
  
  I am writing to express my deep dissatisfaction with the recent product I purchased from your company. From the outset, the label on the product appeared dubious, as if it had been hastily printed and affixed to the can. Such labeling raises serious concerns about the authenticity and safety of the product, which should be regulated to protect consumers.
  
  Despite my initial reservations, I proceeded with using the product. However, this decision has led to significant issues. The lack of listed ingredients on the label is unacceptable and suggests a potential violation of consumer protection laws. This oversight has caused considerable inconvenience and financial loss, as I had to pay $3,000 to remove the product from my property.
  
  I have communicated these issues clearly, particularly to ****************. Initially, your response claimed there was no prior communication between us. This contradicts the subsequent response, which acknowledges extensive communication and the fact that the product required mixing and application by two people. This inconsistency is troubling and undermines my trust in your company.
  
  Moreover, I have already shipped back the product, yet you have avoided processing the return and issuing a credit. Attached is a photo showing the primer being applied to the pool as evidence of my attempt to use the product according to the instructions provided.
  
  I strongly urge you to address this situation promptly. Failing to do so will compel me to escalate the matter to relevant consumer protection agencies to ensure no other customers experience similar issues.
  
  I await your prompt response and resolution.
  
  Sincerely,
  
  
  *************************

  Business Response

  Date: 06/21/2024

  Regarding ********************************* continuing false statements & acccusations that are beginning to sound slanderous at the least.  We are asking that the BBB to reslove this matter upon this letter/response.  All Aquaguard Products are manufactured with our business partner in a State of the Art ****** sq. ft. plant.  All labels meet DOT Standards, as we ship to all 50 states including ******, ******, ************* & the Caribbean. Our labels are computer generated in the factory and put on all our products before being shipped to our warehouse.

  **************** was advised from the very beginning prior to his purchasing that our mixing & installation manual is available on the buckets and online on our website and we always send a copy upon request with their orders.  I clearly had a good relation with **************** till he clearly as you can see in his picture hired 2 men with no experience to apply the Primer Coat.  **************** never called this office to speak to me or my staff on the easiest and best way to start the application.  I only received a not so very nice text and a report to the BBB 8 days later only say we have a faulty product.

  **************** is entitled to a refund for his 4 units of AquaGuard 5000 @ $665.88 (less 10% military discount I have him) per unit that he returned.  I will refund his money if the credit card company gives me back his money that he disputed with them.  All monies for this order are on hold till the credit card company completes their investigation into the dispute.  Also **************** put in a dispute with the credit card company for the entire invoice amount which included freight which he is not entitled to.

  T**** you in advance for your time spent on this case.

  Respectfully,

  ***********************, ********** *********************** LLC

   
  

  Customer Answer

  Date: 06/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution for refund to my card in the amount of $2,397.20 is satisfactory to me.  
  
  Sincerely,
  
  *************************