ComplaintsforAquarius Pools and Hardscapes
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Complaint Details
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Initial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 20th Aquarius came to my home to remove metal stains from my pool liner. In doing that they left my liner with bleached spots all over. They ruined it. It's a 20 year liner in its 5th year of life. I've been trying to get them to come and look at the damage ever since. On July 24th they sent a service man ***, and another person. They tested my water, told me my water was way out of chemical balance and that they saw the bleaching. I then took a water sample to their store and my water balance was perfect. I believe they were trying to find a way to blame me for the bleached spots because they said my chlorine was way to high, it wasnt, and *** told *****, the service manager, there were no stains. I asked ***** to come look, we made an appt for 10:00 Thursday the 27th. No show, no phone call. When I called the store at 10:40 they said he had an emergency. I waited until Friday afternoon expecting ***** to call, nothing. I called, told ***** I wanted to speak to the owner, William Ridgewell. Mr.Ridgewell called me shortly and told me he would get with ***** to make a time they could both come and he would call me Monday, July 31st to set an appointment. It's is now August 9th and I have heard nothing. They damaged my pool liner, they know it and they are content to ignore the situation.Business response
08/30/2023
We spoke with the customer yesterday after my service manager returned to work after being out for over 2 weeks with health issues. We are planning on meeting with the customer on September 7 as the customer in not available till then.Customer response
08/31/2023
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The business did contact me an set up an appointment. I would like to wait to close this complaint until after the appointment on 09/07/2023. Regards, ***** ******Business response
10/03/2023
We are working with the consumer. We had a liner representative out last week. We are going to replace her liner. The consumer seems pleased with the outcome.Initial Complaint
06/08/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
Dec. 10, 2021 made contract to repair rip-rap , reset curbstone along driveway, add topsoil and mulch for $3200 total and we gave $1600 as down payment. We were told work would be done in January 2022. We have called many times in the following months and either got no answer to our message or were told in the next 2 weeks. I talked to Mr. Ridgewell last Tuesday may 31, and was told he would be here Fri. 3rd or Mon.6th.of June. He never showed up or called to say why. Late Mon. I called him and told him we want to cancel the work and want our deposit returned, and he said he would return it on Tuesday, 7th. He never showed up. I left a message this morning asking when will he be here and have not received an answer. I just want our $1600 retuned.Business response
06/09/2022
I spoke with Mr ******* on Monday evening and told him that I would try to get by on Tuesday, we did not get finish d on a job Tuesday till very late. I met with Mr ******* this morning and got everything resolved. Mr ******* said he was satisfied and everything is resolved.Customer response
06/09/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Problem or complaint is resolved as Mr.Ridgewell stated. Thank you. ******* ** *******
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.