ComplaintsforAquaRama Pools & Spas

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aquarama tool too 2 weeks after initial appointment to come to the the service.Then, instead of usual practice of running sump pump to take the water from the top of the cover, leaves and dirt from the cover out and then started pool pump, they dump all dirt from the cover into the pool. They also refused to clean the stuff they dumped in.This was not happening for 20 years I am at property. Aquarama did solid job before and it is sad that their service deteriorated to that level. I would not recommend this service to anyone.

  Business response

  08/29/2023

  The customer contacted ********************************************* and Spa to open his pool after it had been closed for 2-3 years. At that time the customer was quoted for a full pool opening which includes up to one hour of cleaning. Aquarama arrived on the original schedule date and found the pool in the condition shown in the attached pictures. The cover had completely fallen into the pool and was tearing at the corners. At that time we were unable to begin the service because a nest of yellow jackets had developed at the cover area and it was not safe for ************** to move forward. We spoke with the customer and told him once the bee's were removed we would be back to start the job. At that time after seeing the condition of the pool we relayed to the customer that the only we could clean this pool up was to do a complete drain and clean. That is a process where we place blowers behind the liner to help prevent the liner from tearing or wrinkling and we drain the pool and clean all debris out. We quoted this work to the customer and he declined that ********************** and stated he would clean it himself. We returned to removed the cover and start up the system which was completed. Where the cover had fallen into the pool and was torn, debris had already entered the pool. We were unable to pump any water off the cover as it was completely submerged into the pool and it would have drained the pool possibly tearing the liner. At this time we discounted the pool opening from a full opening cost that includes cleaning ($329.00) to a flat rate of $179.00 for removing the cover and starting the equipment. We do want to be fair with the customer and that is why we discounted the opening rate.  As with any outdoor business we do run behind and have delays due to weather and unforeseen circumstances but we do try our best to keep on schedule. 

• Initial Complaint

  09/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been charged 3x our quoted price for leak detection repair, have not received a leak detection report, an invoice, quote for repairs, a follow up on next steps, and we never authorized Aquarama to charge our card. We were quoted $199 and were charged $652.50. We have called multiple times over the past week to try to resolve this and speak to the manager, but the manager never is in the office and never calls us back.Timeline and Description of Events:We called three separate times between 9/16 and 9/21 to confirm an appointment 9/21, and all three representatives (*****, ******, and ****) confirmed the $199 price and appointment date. On 9/21, no one showed up and we received no communication.9/22 we received a knock at the door, and it was a tech saying they completed the detection and they would send us a report and quote for repairs that day. As of now (9/30) that has not happened. We did not see the tech actually perform the services, so we're not confident that the work was completed and they have been unable to produce any documentation for us.We've called everyday 2x a day since to try to obtain the leak report and speak with a manager about the unauthorized charges that occurred on 9/23 without our consent or any indication that the agreed upon price had changed. We still have not received the leak report, and no one will call us back.We are requesting that Aquarama provide the report and adjust our charge to the quoted price of $199, OR if thay cannot provide the report, provide a full refund as no service was performed, and we will have to hire another company to do the work

  Business response

  10/10/2022

  The general manager has spoken with ***************** and discussed the complaint that weas submitted. Since then the report has been given to ***************** as well as quotes to repair the leak issue. A project manager was sent to her home at no charge to plug off the main drain line which is where the leak is located and to go over any questions that she had. ***************** disputed her credit card and we agreed with the chargeback and processed it through. To my knowledge all of the issues have been handled and Aquarama is waiting to hear from the customer to approve the needed repairs. 

*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. ↩