Aqua Leisure Pools & Spas

The pool liner has been replacedBill D [redacted] General Manager Aqua Leisure Pools and Spas

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me P.SProvide customer service training to office personnel!!! Regards, [redacted] ***

That obviously is not stated in the contract because it is part of the manufacturer's warranty which you should have a copyIf you do not have a copy please provide an email address or fax number and I will forward one to youThe winter cover, as stated in your contract will be provided in the fallThey have been ordered and should arrive in a few weeksYou will receive a notice of a winter seminar which you can attend if you wish, but when you receive the notice your cover will be available for pick upBill D***

We sell three different quality poolsSteel Wall pool -- Kingston
Steel wall pool with a resin frame and a stainless steel panel where the filter is located -- Milano
Aluminum Wall pool with a resin frame -- Palm
Three different pools -- three
different qualities -- three different price points
*** *** elected to purchase the Kingston which is the least expensive steel wall pool we sellThe disadvantage of steel (in any product) is that it is going to rust, the only question is whenAnd NO ONE has that answer*** *** quotes me as having said a steel pool should have no issues for 5-years and I DID NOT SAY THAT
What I said is the average lifespan of a steel wall pool without a stainless panel is in the 5-year rangeAverage life span
I have some customers that get longer, but obviously some that get lessThe pool is NOT defective -- STEEL RUSTS and yes when you opt to buy the least expensive it is a gambleYou can't expect the performance of the best quality when you purchase the least quality productSince our sales people work on commission (the higher price the pool the more money they make) they most definitley would prefer to sell aluminum rather than steelWe as a company would also prefer that every customer purchase the better quality pool (aluminum), but unfortunatley due to budget constraints, not all customers elect to go that routeAs in this case the least expensive pool was purchased*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:First and foremost, *** *** is a blatant liar He DID NOT sell us the pool, we have NEVER met him His BROTHER, *** *** sold us the pool We were NEVER given any of the options he's mentioned We told *** that we did NOT want the cheapest pool nor did we want the most expensive We stated we wanted a mid-range priced pool We had to do extensive excavating in our yard and added an addition to our deck to accomodate the pool We would not intentionally choose the "cheapest" pool We were told by ***'s brother, *** that the one we picked would last years That's what we paid for, obviously they charged us more for a poorer quality pool Also, if anyone looks at the pool itself or pictures, you could tell it is defective The pool is only ten months old *** most certainly told me our pool should LAST 5-yrs on the telephone when I called to ask what their company will do to rectify this problem and his brother said it should last yrs Had *** stated that they do not stand behind any defects in their products, that it would be a "gamble" on the one purchased, we would have NEVER purchased this pool NO WHERE in the paperwork does it state that they do not stand behind their products if there is a defectWe were told by *** that this particular pool should last yrs, NOT months If he had said "it's a gamble with this particular pool", we would have NEVER wasted our time or money We also spent $1,on electrical work done by an electrician that *** recommended So obviously we weren't looking for the cheap way out as that it *** statedI've attached a copy of all documents at the time of the purchase
As you will see no where is ***'s name on the paperwork because he is a blatant liar whom we have never even met!!!
Please let me know if I need to retain a lawyer for civil suit
Regards-p
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Where is that stated in the contract that I signed?
Also, if that is the final outcome....I would like my winter cover as promised now! All business association with this company will cease regarding further purchases relating to chemistry, accessories, etcWith that said, I still expect this company to fulfill the warranty on this pool if needed in the futureI also need clarification in writing regarding our warranty and a copy of what I signed
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before...

sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
P.S.
Provide customer service training to office personnel!!!
Regards,
[redacted]

A service call was performed to correct the issue with the pipes. As of this writing the situation is resolved and the matter closed.
[redacted]
General Manager

As of this writing the weather finally cooperated and the pool has been completed.
 
Bill D[redacted]
Aqua Leisure Pools and Spas

The pool liner has been replaced.
Bill D[redacted]
General Manager
Aqua Leisure Pools and Spas

As a result of the muddy conditions in the yard, it was necssary to leave some stone so the machines and dump trucks could enter the property. In relationship to the total amount of stone used for the job the amount of remaining stone is very minor. To remove this stone would be over and above the terms and conditions of the contract and will be billed accordingly. If the Homeowner would like to schedule this removal they can contact the construction department at ###-###-####.
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I speak only the TRUTH unlike [redacted].  I have not childishly called him anything other than a liar and non-professional.  When someone doesn't tell the truth, by definition of Webster's Dictionary, they are a liar.  Ob
[redacted] never once offered to speak with the mfg. on our behalf.  I had to call them myself and send pictures myself.  
I DO NOT understand how a business can falsely advertise their products of durability and quality AND collect unsuspecting customers' money then when there's a defect, tell them "its' a gamble"?
Obviously [redacted] is not ethical or professional and will drag his feet on getting this result.  
We obviously have no recourse but to move forward with our attorney.
[redacted]

Please be advised that [redacted]'s childish name calling is not only rude but extremely non productive and will not be tolerated. I will not resond to ANY correspondence in any form from her until she decides to communicate like an adult.
That being said in my intial phone conversation with [redacted] he informed me that he contacted the manufacturer regading this issue, but never informed me if they had come to any conclusion in this matter, so I am going to forward the pool pictures showing the rust and a copy of their contract to the manufacturer. The warranty is from the manufacturer and they make in the final determination in these matters.
  IF they do agree to cover the wall under the warranty, labor is not included  and they would be required to pay that to an independent contractor.
Once I get a determination from the manufacturer I will forward it to [redacted]

The fiberglass repair company has been contacted and will schedule a time to do the fiberglass repair. Since this is an independent company we do not schedule their appointments, but after talking with them, they said the repair can be done promptly. Due to our climate there is no warranty expressed...

or implied on concrete.
Bill D[redacted]
General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be...

closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Although it was finally replaced after 5pm on August 7th....we wasted numerous "scheduled" install days without a courtesy call back.     The issue of reimburesement for costs lost  due to water and chemistry still have not been addressed. 
Regards,
[redacted]

As of the writing the pool has been completed.We are sorry for the inconvenience.Bill D[redacted]Aqua Leisure Pools and Spas

I reject this offer as the access point for machines and dump trucks determine my [redacted] during initial consultation was through the alley. This was not utilized. The amount of stone left in the yard is not minor, as my yard looks like a stone driveway. I refuse to pay Aqua Leisure anymore money as I already paid for products/services that were not used properly.

Review: I recently purchased a fiber glass in ground swimming pool and the fiber glass cracked in multiple spots and also the concrete around the pool cracked as well. I contacted the company and they said they would send someone to look at it and never followed threw.Desired Settlement: The pool and concrete repair.

Business

Response:

The fiberglass repair company has been contacted and will schedule a time to do the fiberglass repair. Since this is an independent company we do not schedule their appointments, but after talking with them, they said the repair can be done promptly. Due to our climate there is no warranty expressed or implied on concrete.

Review: On June 29, 2013, our family visited Aqua Leisure in [redacted] to inquiry about an in-ground fiberglass pool. During this visit, [redacted] provided us with an estimate which included what the homeowner would be responsible for: permit, electric to the pump, electric to the pool light, bonding, water, and gas heater hookup. On July 7, 2013, we met with [redacted] and moved forward with purchasing the pool. He provided us again with the homeowner responsibilities listed above and the payment schedule. The payment schedule was as follows: $3000 deposit; $4950 at layout of pool; $16,550 at delivery of pool; and $2000 at installation of concrete sidewalks. At this point an electrician was hired to complete the electrical needs for the pool and bonding. On August 26, 2013, [redacted] arrived at our house for the layout and to complete additional paperwork (review of contract, layout checklist, payment schedule, electrical requirements, contact number of ###-###-####, etc.). At this time it was determined that the alley was the best point to access the yard to install the pool. Additionally, we agreed that some of the excess dirt from the excavation would remain onsite to level out the yard. We were asked to be patient with them since it was an end of year installation and our pool was a display model. The week of September 16th, equipment started to arrive at our house. Excavation and installation of the pool started the week of September 23rd. The first few days of installation went extremely well, since I was home during this time (able to ask questions and oversee the process). During this time, [redacted] suggested and offered to dig the trench for the electrician because of access to machinery. After speaking with the electrician it was agreed that Aqua Leisure would dig the trench at his instruction. Also, due to a water problem in the yard, Aqua Leisure determined a drainage system would have to be installed in order for there not to be any issues with the pool. [redacted] instructed me that the pipe sticking out of the ground next to the pool, is there in the event the pool needed to de drained. It is used to see if there is any water below the pool that needs to be removed prior to draining the pool. During one of their last days at the house, the team was working on digging the trench for the electrician and in the same trench the team continued to run the drainage pipe. Once reaching the front of the house, it seems as if they were not expecting the drain pipe in the trench to be as low as it was. [redacted] told me that they would return at a later date to complete. They placed a pipe vertical to serve as a marker and indicate where the pipes stopped. After returning to work and not being available, the communication started to lack. The electrician arrived to see that most of the work that he was contracted to do and that we were told the homeowner was responsible for was completed by Aqua Leisure, without any authorization (electric to the pump, electric to the light, and bonding). On October 11, 2013, we received a bill for additional work including: Pool Bonding $400; Extra Stone $1246.28; Extra Day Water Correction $2500; Drain Pipe $200. This was paid in full October 17th. Aqua Leisure was compensated $400 to complete the bonding, however, was not completed up to code, since the fence that was installed was not bonded. Message after message were left at the number provided for two weeks without any return calls. Once I finally was able to speak with [redacted], I was told this bonding was to be completed by either the fence contractor or the electrician. Even though, I paid Aqua Leisure for this service, my electrician completed this in order for the pool to pass inspection. On April 7, 2014, I contacted Aqua Leisure to identify when the completion of the drainage system would be scheduled and was forced to leave a message. I called again on April 8th and left a message with the person who answered the phone. Still no return calls, I called again on April 9th and spoke to [redacted] and inquired when the drainage system work was going to be complete. He told me to give him a day or two to get into contact with [redacted]. Not hearing back from [redacted] on April 14th, I left another message, no return call. Finally on April 16th, I called and reached [redacted]. [redacted] told me he spoke to [redacted] and was told the project was complete to have my landscaper cut the pipes and fill them in with dirt. When questioning [redacted] about what [redacted] told me in September vs. the information being provided to me today, [redacted] was unable to answer my questions. I asked [redacted] to have [redacted] call me to answer some of my questions. After 5 days, still no return call. If this project was completed at the end of the season last year, why was this not communicated to the homeowner with directions on how to take care of the pipes (i.e. cut when landscaping complete, etc). Again, Aqua Leisure was paid to complete this service (Extra Day Water correction $2500 and Drain pipe $200), and are pawning their work off on another contractor. This was not completed to satisfaction as we still have 2 open pipes sticking out of the ground. During the installation of the pool, we were allotted 75 tons of stone to complete the project. We were charged for an overage of 89.02 tons ($1246.28). We know it was agreed upon to have excess dirt placed on site to level out our yard, however, we did not agree to have stone left in our yard. We also did not agreed to having our yard so unlevel that at certain points the yard is inches lower than the existing fence and at other point the excess dirt goes up the fence a few inches. Aqua Leisure did not use the agreed access point to the pool (alley); they utilized the lot next to our house which is 20ft by 150ft. They used this lot to unload their material. Only using a few scoops of the material from each delivery, much of the remaining material was scattered around our yard. We do not understand why so much of this material that we paid for was not used for its intended purpose and instead was scattered around our yard. Since so much of this material was left the soil is inadequate for planting grass. During the week of April 7, 2014, we had numerous landscapers provide estimates for new lawn installation. All landscapers indicated that the pool company left a lot of their material in the yard and it is not feasible to plant grass without additional excavation. This excavation is priced at $1500- $1800. Your company has no interest in good customer service. Once paid for the project, whether complete or not, it seems the company is not interested in returning phone calls or the satisfaction of the customer. When provided a number to call with questions, we would like to speak with someone who can answer our questions, not directed through a third party.Desired Settlement: I would like the project to be finished to completion and satisfaction including:

•Completion of the water drainage system as discussed and paid for at our convenience

•Drain covers

•Reimbursement for all material left at site that will have to be removed by landscaper

Business

Response:

A service call was performed to correct the issue with the pipes. As of this writing the situation is resolved and the matter closed.

Review: On the 16th of April we purchased a poll from aqua leisure in [redacted] pa.The completion of the pool was to be done by memorial day.The excavator came to dig for a above ground pool down 21 inches.Never called before the dug and hit our gas line. The gas co assured us that this was not our fault and we should not be responsible for the damages.Since then numerous phone calls were made to the owner [redacted],[redacted] who is in charge of the installation of the pools, and [redacted] the manager in [redacted] who we purchased the pool from.Now it has been 3 weeks no answer from anyone reguarding if they are going to pay for the damages. And now I am paying on a pool that I still do not have and my yard is a pile of dirt.I need to know if they are going to pay for their mistake of not calling before they dug and I would like to have my pool installed ,since it was suppose to be in at the end of may and I still do not have the pool I am paying for.Thank you for taking the time to hear my concerns.Desired Settlement: I just want them to pay for the repairs to the gas line and the payments I have made on the pool that I dont have. and yes to have it installed brfore I have to make another payment.

Business

Response:

We have recently spoke to [redacted] and have come to an agreement. He is supposed to send us the bill for the gas line repair and we have agreed to split the cost. As of this writing we have not received the bill.