AAA Contracting

Review: After 2 seasons of great service by AAA Pools, we contracted for a pool liner replacement. The owner, [redacted], explained that in order to guarantee quality, he only uses liners that he orders. [redacted] provided an estimate without conducting a sight survey. Although charging 2.5 times more than we would have paid elsewhere, we believed the quality work on the installation & pool repairs would compensate for the price difference. On 5/18 we paid for liner & scheduled service for 5/31. On 5/31 We took off work & at 10 with no crew, I called & was informed the company thought the crew was at my residence. We received a call 2-3 hours later stating the liner had not arrived, rescheduled for the next wk. The next week, again, no crew. Again called & was informed they thought the crew was at my home. Again, 2-3 hours later I was told they were delayed & had to reschedule. Following a week of rain, an appointment was cancelled due to a potential rain storm, yet the day turned out beautiful. Over the next week, I repeatedly left messages at the office & got no return call. Finally, I reached [redacted] on 6/13. After explaining my dissatisfaction with his service, requesting to cancel the contract & a refund for the liner, [redacted] flatly refused. Instead, he made several disdainful statements, cited hundreds of happy customers and the fact no one was forcing me choose his company. Feeling I had no choice, I rescheduled for 15 June, ending the conversation. Believing the call was disconnected, [redacted] began to rant that he, "does not have the time or patience to deal with whiny (expletive deleted) $5000 customers when he has accounts worth more than...." Furious, I tried to call [redacted] back immediately to cancel, but he would not pick the phone back up. On 6/14 I cancelled the install & tried again to get a portion of money refunded & again was denied. They told me I was welcome to pick up the liner. Needless to say we will no longer be doing business with AAA Pools nor recommend it to friends.Desired Settlement: Refund at least $1000 from the $1576 I paid for a liner that I only purchased through you expecting you to do the work with the same awesome quality and service to which we had grown accustomed. Thus, why I paid the higher price, otherwise I would have paid no more than $500 for "made in USA, Virgin vinyl, 30 gauge with a 30 yr warrantee". Or... a full refund and I return the liner. Side note: This pool is not just for pleasure but also to assist in the maintenence of health conditions.

Business

Response:

In response to the complaint by [redacted] on 7/15, I would like to apologize for the remarks overheard on contact with [redacted]. Although there is no reason for expletive comments, the statement was at the frustration over non-performance by others in which he had to be involved with in the first place. Please keep in mind at the time of our season, times can be overwhelming, the weather at the time was very hard to schedule around and we can only do our best. At AAA pools do not want our customers to feel like they don’t have our support. [redacted] was advised about the higher cost and made the decision of their own to purchase the higher rate. AAA pools would like the opportunity to set things right. We are the best choice for swimming pool-build, repair and service. - [redacted]- retail management

Settlement suggestion By.[redacted] are as follows;

Review: AAA Pools installed a new liner last July-August-September. Yes, it took that long for work to be completed. In the process, AAA Pools claimed that light, broken when they removed old liner, could not be replaced because it was not available. They offered several options, all exceeding $700. We found exact replacement at store in Colonial Heights and ordered it. AAA Pools installed light and did reimburse us $80 for it. They also, before the three months passed, replaced a pool pump and a hose that their workers evidently took with them when they finished the installation. AAA Pools closed pool for us at that point, since it was October when work, begun in July, was finished. Given the poor quality of AAA's service, we asked a highly-recommended independent pool service provider to open our pool in June. It would not hold water. The source of the leak was eventually identified as the improperly installed pool light. No silicon was used, allowing water to seep out of the pool around the light's circumference. The light had also cracked--either at installation or afterwards because of freezing on both sides of lens (due to leak). Pictures of incorrect installation were sent at AAA's request. AAA made no effort to inspect the light. AAA now claims no responsibility to their shoddy work installing light because another person opened the pool. We have no choice but to now contract for reliable reinstallation at reasonable price. We believe AAA Pools should reimburse us for (a) new light and (b) correct installation of new light.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by AAA Contracting LLC regarding complaint ID [redacted].

Regards,