AAA Spa & Pool Services

We are, in all honesty, stunned by the complaint by Mr [redacted] We are aware that there is a problem with his liner and we have been working with him to come up with a resolution His complaint is dated July 10, 2014, and as you can see on the attached letter, we let him know on July 8, that we had every intention of taking care of the problem for him At the time of the letter, the plan was for us to wait until fall to replace the liner However, the repair patch did not hold, thus we are proceeding with a replacement immediately [redacted] (one of the owners) has spoke with Mr [redacted] on several occasions, and [redacted] (the other owner) has been to Mr [redacted] 's property and examined the pool himself! After [redacted] looked at the pool, he returned to the store and ordered a new liner that will be installed 07/16/14, weather permitting For Mr [redacted] to submit a complaint that it is 'next to impossible to speak with the owners'that is simply not true Again, we are simply perplexed as to why Mr [redacted] is submitting this complaint Yes there were problems, but we are aware of them and we are actively working to correct them

We feel that this case has reached an impassAny further attempt to try to resolve the situation seems futileIn light of this we will not supply any additional chemicals, merchandise or credits to Mr [redacted] for this complaintWe have replaced the liner for freeReplaced their water for freeReplaced their chemicals for freeWe have used up several hours of man power and tied up our equipment that could have been at other jobs Due to the fact that we have been speaking with three different individuals during this situation (Mr [redacted] , his wife and his brother) it appears that there has been some type of miscommunicationWe feel that we are defending ourselves for statements that were not made in the context they were takenAs an example, when Mr [redacted] 's brother came into the store to pick up the chemicals, [redacted] DID suggest that the damage to the liner could have resulted from the ladder [redacted] was not pointing blame - this statement was merely Earl's attempt to educate the customer on the possibility of it happening so that the same mistake was not made again It is our belief that we have conducted ourselves in a professional manner and have went above and beyond the call of dutyWe have done everything we can think of to resolve this issueWe do not have any ill feeling towards Mr [redacted] or his family, and will be happy to assist them with their water testing and any future needs, however we will not be issuing any further reimbursement for this complaint

Best pool and spa company anywhere around!! Full service and great serviceAAA put in our in-ground pool several years ago and have services it, expanded it, accessorized it, and open/close it ever sinceWe've never had a single issue and love it and AAA!!! We don't shop pool or spa supplies or service anywhere but AAAIf you're considering a quality pool experience feel free to come visit our pool and you will definitely choose AAA as wellThank you Earl and Danielle for operating a world class pool and spa company

At the urging of my wife, ***, I want to close this disputeI will be reimbursed through store credit if *** keeps his word, for the hauling of extra water I paid for due to the pool liner leakI will not be blamed for putting the hole/rip in my brand new pool linerThere will be no blame pointed at anyone, it just happened, it my have been delivered with the hole in it, it may have happened during the placement of the liner, it is an honest mistake and no one should be blamedI am satisfied that the AAA Pool and spa services honored the contract and replaced the liner,the pool water, and starter kit of chemicalsThank You! I hope that the damage done to our business relationship can be repaired with AAA pool services.
This is an amendment to my prior letterMy brother was given the entire start up kitHe had thrown one bottle away he used it in it's entirety as directed to the new pool waterThis does not excuse what *** said to my brother at the time of this transaction in the AAA store*** evidently told my brother that I put the hole in the liner with the placement of the ladderMy brother stated that was impossible as the ladder was never placed in the area where the hole wasIn fact we are both offended that someone would state this to be fact when it is an assumption not factualOnce again, my brother was present in my yard when *** stated that he was not interested in pointing blame or accusing anyone for the hole that he just wanted to fix the problem to our satisfactionI am finished doing business with someone who will resort to intimidation tactics and accusationsI have consulted with a pool expert and it would be next to impossible to put a hole in the liner of a pool filled with about fifteen thousand gallons of water by carelessly plunging a plastic ladder into the poolThey are willing to testify to this factWe want reimbursed the $in extra water and the cost of a bottle of sanitizer and oxidizer which my fiancé purchased after the first hole was patchedThese chemicals were put into the pool and in the night the pool leaked again after the patch failed to hold and the chemicals were a wasteWe will find another place to test our water and purchase our chemicalsAfter my fiancé was ridiculed and humiliated from an employee over the phone for my consultation to the Revdex.com I have decided the damage the AAA company is irreparable at this point

We purchased a new hot tub in June and had several issuesThe honored the warranty but when the problem resurfaced Jenny the manager went to bat for us with the manufacturer and resolved our issue to our satisfactionJenny is a true asset to this company and we will continue to do business with them and would highly recommend them

We are, in all honesty, stunned by the complaint by Mr. [redacted].  We are aware that there is a problem with his liner and we have been working with him to come up with a resolution.  His complaint is dated July 10, 2014, and as you can see on the attached letter, we let him know on July 8,...

2014 that we had every intention of taking care of the problem for him.  At the time of the letter, the plan was for us to wait until fall to replace the liner.  However, the repair patch did not hold, thus we are proceeding with a replacement immediately.
[redacted] (one of the owners) has spoke with Mr. [redacted] on several occasions, and [redacted] (the other owner) has been to Mr. [redacted]'s property and examined the pool himself!  After [redacted] looked at the pool, he returned to the store and ordered a new liner that will be installed 07/16/14, weather permitting.  For Mr. [redacted] to submit a complaint that it is 'next to impossible to speak with the owners'... that is simply not true.
Again, we are simply perplexed as to why Mr. [redacted] is submitting this complaint.  Yes there were problems, but we are aware of them and we are actively working to correct them.

Clearly temperaments were challenged during this ordeal. I work over the road, trying to handle an issue is frustrating by phone at times.  Multiple things happened at the same time the brand new pool liner leaked. My wife received additional news about her already devastating chronic medical conditions. I am sure this affected my/our ability to cope with the frustration of a brand new pool leaking. It is difficult to speak to the proper chain of command at times at AAA pool services. I do understand they are a thriving and busy company especially this time of the year. I resent being accused  of carelessly ripping  the hole in my new liner. this is simply not the truth. [redacted] said to my wife that he did not want to point blame as it was pointless. The hole in the brand new liner could have been missed during the inspection process at the manufacturing company, it could have happened during shipping, or installation. In any case no one purposely put the hole in the liner. Things do happen and it was an honest mistake. My frustration built after the first patch failed and my pump ran dry. I had agreed to have the liner patched and wait to get the liner replaced in the fall as initially planned. Then to get help after the first patch failed and the pool water leaked out frustration built as it took several phone calls to reach the right person to discuss a resolution to the problem. Once [redacted] visited my home and inspected the pool at my urging things were done but by this time frustration had overcome my wife and I. In retrospect we want to end this conflict and move on to a more positive working business relationship with the company. No more lies, no more accusations, just pure and honest communication is what we desire. I also want reimbursed for the extra water I had hauled as [redacted] promised, we are willing to work this out in store credit for future pool chemicals. In addition when we walk into the store for water quality test and to make purchases and ask questions about our pool I expect for my wife and I to be treated with dignity and respect as any customer should be. Any comments or resentment displayed by the companies staff will not be tolerated. This has already been an issue. I want the company to promise to uphold the pool contract as it is written. I consider this issue resolved satisfactorily if the conditions I have mentioned are honored. We sincerely do realize that it is very difficult to run a business in this complex world and that people can get demanding and things are said with future regret. I feel this happened in this case. This is a good company and they try to bring affordable quality pools to the community. I appreciate that, it is my hopes that we can all shake hands and begin over.

We feel that this case has reached an impass. Any further attempt to try to resolve the situation seems futile. In light of this we will not supply any additional chemicals, merchandise or credits to Mr. [redacted] for this complaint. We have replaced the liner for free. Replaced their water for free. Replaced their chemicals for free. We have used up several hours of man power and tied up our equipment that could have been at other jobs.
Due to the fact that we have been speaking with three different individuals during this situation (Mr [redacted], his wife and his brother) it appears that there has been some type of miscommunication. We feel that we are defending ourselves for statements that were not made in the context they were taken. As an example, when Mr. [redacted]'s brother came into the store to pick up the chemicals, [redacted] DID suggest that the damage to the liner could have resulted from the ladder. [redacted] was not pointing blame - this statement was merely Earl's attempt to educate the customer on the possibility of it happening so that the same mistake was not made again.
It is our belief that we have conducted ourselves in a professional manner and have went above and beyond the call of duty. We have done everything we can think of to resolve this issue. We do not have any ill feeling towards Mr. [redacted] or his family, and will be happy to assist them with their water testing and any future needs, however we will not be issuing any further reimbursement for this complaint.

I am appalled that I chose to do business with such an unprofessional business as  AAA pool and spa services. As a customer I have never been humiliated. I contacted the Revdex.com because I have been told repeatedly that the company is swamped with work and I am put on the back burner. Nothing is done on my time frame everything is done at the convenience of the company when they can get around to it. All I here is that they are very busy. Two patches were put on a new pool liner that was never even used by me. A brand new liner. I was told I would need to wait until fall to replace the liner because the company is too busy to get to my pool until the fall. The owner did not go to my home until after the Revdex.com letter was received  and discovered by the owner. I have been denied being reimbursed for the extra chemicals and the extra water I had to have hauled due to the  large holes in the liner. This was promised by the owner and is being denied now. I had to make several calls to even get the minimal chemicals to start the pool once the liner was replaced and the new water was hauled, which incidentally is murky and not clear like the first water we had.  The water I purchased had to be drained away to install the new liner.  I am not satisfied that my pump is has not been compromised when the pool water ran too low to filter the water through the pump. The pump ran dry all night. Above all else, the most important point, is that  the joy and thrill of getting  new pool is ruined by the company's defensive nature and their failure to take ownership for these issues properly from the beginning. This did have to escalate into this much frustration. The company is difficult to communicate with, everything is done at their convenience, once the pool is bought and conflict resolution seems to be the burden of the costumer to proof and plead for any help. The company does not seem understand that all I ever wanted was to be treated fairly, with dignity, and open communication. That has been lost by the nature of this company to be defensive, unapproachable, and to view themselves as above reproach. The costumer is lost in a sea of phone calls begging for help and literally at the mercy of the companies attitude of the day.