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Complaint Details
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Initial Complaint
06/05/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Spent $80k, product quality poor for $5k of product. Business has not been responsive for almost one year to remediate. Business will not provide return protocol.
Business response
06/06/2021
The purchase of the grilling system was the reason your pool was installed earlier than other customers on our list ... so you have already extracted value from the grilling system. It was not covered all winter ... You Paid $5900 for the system ... if you want to deliver it back to the shop we will refund $3200. Not sure how you can say "not responsive for almost one year" ... that is a flat out fabrication ... we installed your pool in July 2020 .. Completed in August and delivered the grilling system some time after that .... your first complaint on the grilling system was after your pool was opened in mid/late April 2021 ... so how do you even get close to " not responsive for almost one year ?" As you are fully aware I was out to visit ( at your property) last week on June 3rd ... and I have documented communication with your husband going back 2 weeks prior to that ... so I am assuming you meant to say " Not responsive for almost 4 weeks " was that it ?
Customer response
06/07/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Product was delivered defective in 2020. Defect was never repaired. Additional defects continued to manifest. Quality is not as expected. A return should be accepted. Consumer has no equipment to deliver the return. A pick up by the company is expected.
Regards,
***** ****
Business response
06/08/2021
We can come and get the unit but will need access through the fence .. or perhaps we can lift over the fence.Customer response
06/09/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. we will enable access thru the fence at the far side of the pool.
Regards,
****** ****Initial Complaint
05/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a ****** ***** **** pool complete with install from Aquamarine. The company broke ground on my property early July 2020 and completed the install (with multiple problems) in late July/August 2020. After on-time payment was received, the owner Ole Michelson, ignored my attempts to order a safety cover and close the pool. I have evidence of all communication. Now, on 5/11/2021, the pool is leaking under the pool, evidenced by a wet yard and constant lowering of pool water level. The pool contract I signed states "Viking warrants the swimming pool shell for lifetime. Aquamarine will warrant the rest against defects and workmanship for a period of one year." I contacted both Ole Michelson and Julie Michelson via phone call and text and am not getting a response. Meanwhile, I must keep my water hose running constantly to keep water in the pool because fiberglass pools can not be drained. This is expensive and my pool needs to be repaired. Thank you.Business response
05/13/2021
You contacted us 36 hours ago ... we have exchanged several texts on the topic and 36 hours later you determine we are not acting quickly enough ? This is indicative of your position on this project ... You have already determined the issue and the cause... We are not required to supply winter covers and we are not required to winterize your pool. That is your responsibility.
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.