Aqua Care Pool & Spa Services Inc

Aqua Care was hired way back in Spring of to help refurbish our pool equipment as our pool was being refurbishedAt some point during the past year they flooded the equipment roomThey did not inform me nor did they clean it upThis led to a black mold issueWe spent THOUSANDS of dollars on fixing the mold damage and preventing further damageWe bought brand new equipmentThey damaged the brand new equipmentThey did not install the equipment correctlyThey did not install all the equipment they charged us forAnd they flooded the room again installing itThey again did not clean it up or inform meThey did not keep their promises of finishing jobs when they said they would or even showing up when they said they wouldMy partner is "special"They took advantage of his trusting nature and overcharged himThey are STILL trying to charge him for even more moneyTHOUSANDS morewe want a refundWe want to warn the public of the incompetence and unscrupulous nature of t

Complaint: ***I am rejecting this response because: Again our new pool guy just came to us with more needs we have to pay forHe said most of the screws for the control base fell down into the heaterAll he needed to do was use his magnet to get them out and screw in the panel fully so it will work correctlyAquaCare lost the screws we paid for and didn't bother to retrieve them and/or install the control panel correctlyOur new pool guy also got parts to make the heater turn on when the system doesParts that came with the original item that we PAID for and that AquaCare either kept or lost but didn't bother to install or inform usThere's more but I lost countBasically everything has had to be reinstalled and secured and parts that came with our new equipment that we bought from AquaCare have had to be reordered and repaid forI expect refunds for these transgressionsI will file complaints with all the appropriate agencies if they don't make it rightEverything is already in processIf they can't rise above their pettiness and incompetence to do right by a previous customer, we have no choice but to litigate and warn othersI never would have hired this company had I known how incompetent and unethical they areCharity is charityHiring a service is hiring a serviceI'll never mistake the two againThank you for your helpPlease warn othersI intend to.Sincerely,*** ***

Tel
 
ID #[redacted]
 
 
We stand behind our first response letter dated on July 20, 2016.
 
On May 11th, 2015 we were hired by the customer’s husband to come out and do a full inspection on their existing equipment. We gave him a full written report stating that the existing Mineral sanitizer is leaking and looked to be leaking for some time as it was very damp around that area, also there was leakage coming from the sand filter, and the heater was defective and needed to be replaced. At the time of the quote he decided that he wanted the Mineral system removed and replaced with an Electronic Water Purification system, and also install a new heater, and also replace all the sand in his filter and install a new O-ring to fix the leakage. We started this job on 5/26/2015 and completed it on 6/29/2015. Normally this kind of job would not take a month, but at the time they were also having their pool re-surfaced and had many contractors out there and they would call us and have to re-schedule the job many times as we had no access to get to the pool equipment area. After the job was completed they were very happy with our service and quality of work that they hired us to take on their weekly maintenance service of their pool.
During the time we were working for them from 5/26/2015 through 7/8/2016 they have had many contractors working for them and much confusion and continued delaying our schedule and having to work around their contractors. Also during our time working for them there was no flooding at any time. The first upset email I received from the customer’s wife was on June 29th, 2016 stating how upset she was that this final project we were doing was taking too long and we were not keeping up with the schedule. To clarify this complaint, she emailed us (more of a very threating and slandering email) they were having their equipment room redone, and the contractor doing it was not ready for us to get in there and do our part. We explained to them before this project that its June the busiest time of the season for us and it would be best to wait till fall. They wanted it done now, and when the contractor started taking down the walls, that’s when they discovered the black mold from the area that we found the water leakage when we did our first inspection in May of 2015, and we removed the leaking equipment and fixed the leak from the filter. We have no idea how long those leaks were there before they hired us. During this past year working for them at no time did we ever receive a call or email about flooding until 3 weeks ago saying we did all this damage do to floods and that the mold was our fault. 5 Weeks before the slandering email we received an email on May 16, 2016 stating to us she is sorry that she has not gotten back to us to have us due service as they found mold and she did not want our technician to get sick and wanted to make sure things were cleaned up before we came back. She also stated in her email “Thanks again for your help, and patience.” We completed our job on July 8th, 2016 and at that time my technician asked if he would like us to do the regular pool service, and he said yes, but this would be the last call we do. My technician turned on all the equipment and everything was working perfect and there was no damage to anything. All the equipment that they purchased was all brand new and everything was installed. I must say after 12 months for working with them we were quite surprised to hear all these accusations of damage, equipment they bought not being installed and blaming us for last season and this season for not using their pool just 3 weeks ago. All the previous emails we have received in the past year were thanking us for being patient and working around the other contractors, as she would slander those contractors and tell us how upset she was with them and how incompetent they all were. Last summer we had all their equipment installed before they had the other contractors finish with the re-surface of their pool that they completed and ready for us to start our service on September 11th, 2015. (the end of the summer, but not due to any work that we preformed.)
We have been in business for 38 years and have never had a complaint against our company and we have many customers that have been with us 16 years plus and would give us outstanding references. We find it odd that after all the work we have done we have been paid on time and never a complaint, in fact many Thank You emails, but then before the last bill went out is when we received 3 very slandering, threating (towards the company and the owner personally) emails. But we did finish and complete the job we were hired for and left the pool and equipment area in perfect condition.
In closing we have been wrongfully accused of many things and continue to get threats from this person telling us she is going to take our business down and personal threats to the owner of “taking his freedom away” and slandering us on our social media pages and making all these un true statements and name calling.We have all the documentation to back up everything that I have said in this letter, and we intend to collect the final amount of money owed to us from the completion of the job.
Sincerely,
[redacted]
Aqua Care Pool & Spa Service, Inc.
 
Email received From [redacted] on Thursday July 14, 2016  regarding the threat of the Owners Freedom and Company:
I am about to file complaints regarding you and your business Perry. Our new pool guy has pointed out quite a few things that either weren’t hooked up correctly or weren’t hooked up at all. You took money from us without giving us what we paid for. That is called STEALING. If you value your freedom, and/or your business, you had better cough up a hefty refund check. You might be able to sucker [redacted], who is “challenged” by the way, ANOTHER law broken, but you cannot scam me. I’ll see you in court so fast it’ll make your head spin. REFUND NOW!!!
Elie W[redacted] once said that “the opposite of love is not hate -- it’s indifference. And the opposite of life is not death -- it’s indifference.”
 
 
 
 
I am about to file complaints regarding you and your business Perry. Our new pool guy has pointed out quite a few things that either weren’t hooked up correctly or weren’t hooked up at all. You took money from us without giving us what we paid for. That is called STEALING. If you value your freedom, and/or your business, you had better cough up a hefty refund check. You might be able to sucker [redacted], who is “challenged” by the way, ANOTHER law broken, but you cannot scam me. I’ll see you in court so fast it’ll make your head spin. REFUND NOW!!!
Elie W[redacted] once said that “the opposite of love is not hate -- it’s indifference. And the opposite of life is not death -- it’s indifference.”

Complaint: [redacted]I am rejecting this response because: It is simply full of lies. I have never made any "threats on his freedom" toward him or his company or anything resembling it. I did RECENTLY state that I would have to litigate if he didn't give us a partial refund. He is stealing from us. Of COURSE I have to litigate. And I have copies of every single email I have ever sent to this company and not one of them is threatening in any way other than to state that he had to either finish the job correctly or provide us with a partial refund. The contractors he is speaking of ALL complained about him and his small crew. They were not showing up when they said they would throwing everyone else's schedule off. He did this during the reno last year and recently during the pool equipment room mold remediation. EVERY SINGLE CONTRACTOR complained about him. He was unprofessional and flaky. Now our new pool maintenance man is trying to redo what they did incorrectly and parts are missing. Parts WE paid for. Parts that SHOULD have been installed in order for all the equipment to work. So now we are waiting for parts that had to be ordered before we can use the pool fully.
AquaCare has been nothing but incompetent and unprofessional. Even their pool maintenance guy didn't clean the tiles correctly so many have to be retiled! Because of AquaCare our expensive renovation is nearly twice as expensive as originally quoted. Not to mention the time it is eating up. I have proof of every statement I've made here. I have all the receipts, emails and testimony from other contractors and vendors. I have photos of the damage THEY incurred on OUR personal property. They flooded our pool room once causing a mold issue. Then we spend 2 months dealing with all that and they go and flood it again! They didn't even have the courtesy to clean up after themselves or at the very least TELL me there's standing water in the room!
We put up with all their excuses. The only reason we didn't fire them sooner is pure sympathy. The owner is elderly and very forgetful so we tried to make the best of it until he finished the job. He was NEVER going to finish the job. He overbooked himself and decided to renege on his commitment to us by taking on commercial jobs. I guess no good deed goes unpunished.
I want a partial refund asap or I will have no choice but to litigate. Now is that a "threatening" email? Of course not. That's just common sense. It is illegal to steal from someone. They have stolen from us. It is illegal to put pool equipment in incorrectly causing a safety issue. They have installed the heater and pump and filter either incorrectly or partially. They did really shoddy work with the piping. Just a nightmare. As for leaving reviews on certain web sites, that is exactly what they're designed for. So that previous customers can warn potential customers about the troubles they face should they hire these buffoons. We call them The Three Stooges and the name fits. Meanwhile we are out thousands of dollars and STILL have to pay someone else to do their job for them. I'll be complaining to the Contractor's Board if I don't receive a partial refund by the end of this week. Again, he's elderly and we feel sorry for him so we're giving him ONE MORE CHANCE to make it right. After that the gloves are off. And that is not a threat, that is a promise.Sincerely,[redacted]

ID #[redacted] In Response to Customer Complaint, [redacted] On May 11th, 2015 we were hired by the customer’s husband to come out and do a full inspection on their existing equipment. We gave him a full written report stating that the existing Mineral sanitizer is leaking and looked to be...

leaking for some time as it was very damp around that area, also there was leakage coming from the sand filter, and the heater was defective and needed to be replaced. At the time of the quote he decided that he wanted the Mineral system removed and replaced with an Electronic Water Purification system, and also install a new heater, and also replace all the sand in his filter and install a new O-ring to fix the leakage. We started this job on 5/26/2015 and completed it on 6/29/2015. Normally this kind of job would not take a month, but at the time they were also having their pool re-surfaced and had many contractors out there and they would call us and have to re-schedule the job many times as we had no access to get to the pool equipment area. After the job was completed they were very happy with our service and quality of work that they hired us to take on their weekly maintenance service of their pool.
During the time we were working for them from 5/26/2015 through 7/8/2016 they have had many contractors working for them and much confusion and continued delaying our schedule and having to work around their contractors. Also during our time working for them there was no flooding at any time. The first upset email I received from the customer’s wife was on June 29th, 2016 stating how upset she was that this final project we were doing was taking too long and we were not keeping up with the schedule. To clarify this complaint, she emailed us (more of a very threating and slandering email) they were having their equipment room redone, and the contractor doing it was not ready for us to get in there and do our part. We explained to them before this project that its June the busiest time of the season for us and it would be best to wait till fall. They wanted it done now, and when the contractor started taking down the walls, that’s when they discovered the black mold from the area that we found the water leakage when we did our first inspection in May of 2015, and we removed the leaking equipment and fixed the leak from the filter. We have no idea how long those leaks were there before they hired us. During this past year working for them at no time did we ever receive a call or email about flooding until 3 weeks ago saying we did all this damage do to floods and that the mold was our fault. 5 Weeks before the slandering email we received an email on May 16, 2016 stating to us she is sorry that she has not gotten back to us to have us due service as they found mold and she did not want our technician to get sick and wanted to make sure things were cleaned up before we came back. She also stated in her email “Thanks again for your help, and patience.” We completed our job on July 8th, 2016 and at that time my technician asked if he would like us to do the regular pool service, and he said yes, but this would be the last call we do. My technician turned on all the equipment and everything was working perfect and there was no damage to anything. All the equipment that they purchased was all brand new and everything was installed. I must say after 12 months for working with them we were quite surprised to hear all these accusations of damage, equipment they bought not being installed and blaming us for last season and this season for not using their pool just 3 weeks ago. All the previous emails we have received in the past year were thanking us for being patient and working around the other contractors, as she would slander those contractors and tell us how upset she was with them and how incompetent they all were. Last summer we had all their equipment installed before they had the other contractors finish with the re-surface of their pool that they completed and ready for us to start our service on September 11th, 2015. (the end of the summer, but not due to any work that we preformed.)
We have been in business for 38 years and have never had a complaint against our company and we have many customers that have been with us 16 years plus and would give us outstanding references. We find it odd that after all the work we have done we have been paid on time and never a complaint, in fact many Thank You emails, but then before the last bill went out is when we received 3 very slandering, threating (towards the company and the owner personally) emails. But we did finish and complete the job we were hired for and left the pool and equipment area in perfect condition.
In closing we have been wrongfully accused of many things and continue to get threats from this person telling us she is going to take our business down and personal threats to the owner of “taking his freedom away” and slandering us on our social media pages and making all these un true statements and name calling. We have all the documentation to back up everything that I have said in this letter, and we intend to collect the final amount of money owed to us from the completion of the job.
Sincerely,
[redacted]
Aqua Care Pool & Spa Service, Inc.