Aqua Leisure Pools & Spas

Review: We visited Aqua Liesure 7/11/13 and received a quote for the purchase and installation of our pool. At that time we were informed we would need to get a permit from our local municiple building. We instantly began the process and once it was approved, we paid for the permit 7/16/13. We than went to Aqua Leisure to begin the sales process. A contract was written 7/17/13 with a deposit of $1500.00 given We were informed the balance of the pool needed to be paid for when the pool was delivered to our home which occured 7/22/13 remaining balance of 1975.74 was paid by check and deposited that same day and cleared 7/23/13. As part of the agreement we were to have the sand delivered for install which we ordered 7/22/13 and scheduled delivery 7/23/13 as we were told the digging would occur 7/24/13. We did receive a phone call to advise they were running behind and digging was pushed to 7/25/13. On 7/25/13 we were resheduled to 7/27/13 than on 7/27/13 to 7/29/13. On 7/29/13 an installer finally showed up to do the digging and we were informed the machine wouldnt fit in the yard and the smaller machine was being used at another job we would receive a phone call to when we would have someone out. With numerous phone calls and unanswered concerns we finally went into aqua leisure to speak with our sales rep. At that time, [redacted] could not reach someone and informed us he would get back to us. on 7/31/13 when I had yet to recieve a call I called speaking to a woman who advised someone was to be at our home that day, but that didnt happen. She said she would call her manager and see what was going on. within a few hrs we received a call from an installer [redacted] who was given our contract advising he would be doing the digging by hand and installation. He informed us that ontop of the original installation charges due at the time of installation there would be additional charges to hand dig. Let me remind you that they had a smaller machine that was on another job, I guess this is suppose to be my issue and be penalized with additional charges. Obviously I was dissatisfied with this and contacted the office to be informed he shouldnt be giving me prices before seeing the yard (which he was asked to come that day)in which a pool was there prior. I made it very clear I didnt want to pay these charges due to the many inconviences. I was informed she would speak with her manager for him to call us back. [redacted] the manager called to inform us these are independant installers and do not have control of the charges. When the installer called we were informed hand digging would be $300 but when complained a pool was there prior and very little digging was needed it dropped to $125 all without seeing the yard. He advised he would call Friday 8/2/13 to set an appointment Saturday 8/3/13. We did indead recieve that call in which were told installation would occur in the am of 8/3/13. At 7am 8/3/13 [redacted] called informing us it was raining and cannot do the install but we should call him around 9am to advise of the weather conditions. At 730am [redacted] called back to cancel due to the on and off rain in [redacted] and would be able to come Monday 8/5/13. We live in [redacted] and what happened to 9am to see the weather conditions. Well needless to say it is 714pm and has been dry without rain since. Monday I have work in which I will need to miss once again due to the NUMEROUS cancellations. I need to add I was informed to take down our current pool 7/22/13. I informed them of the birthday party for our daughter in which we would need the pool on 8/10/13. With that said we have been poolless for 2 weeks now and Im not very hopefull it will be done in time for that birthday party.Desired Settlement: Along with the installation of our pool I would also like to receive free installation.

Business

Response:

The initial delay was the fact that the machinery wouldn't fit into their yard. We do have other equipment, but unfortunatley it was committed to in-ground constructions jobs. I spoke directly with [redacted] and told him the only way I could use the smaller equipment was if it was idle on an inground job. I obviously could not give him a firm date when that would happen. [redacted] informed me that he was on a timeline and did not want to wait and wanted to proceed with a hand dig. The installer was contacted and proceeded to schedule the job. The pool was previously sheduled for Saturday 8/3/13, but the weather conditions were marginal at best. She said it didn't rain at her house, but rather take a chance on the weather, it was more prudent to postpone until Monday. The pool was installed Monday 8/5/13. Her letter states she needed the pool by Saturday 8/10/13 and we were able to meet that timeframe.

Sincerely,

General Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I did not initially go into Aqua Leisure and pay for a pool on 7/22/13 to request it be installed by 8/10. 8/3 was not the originally installation date or the first time a cancellation was made (the original install was 7/25, first time anyone showed up at my house was 7/29). When [redacted] informed you 7/29 we could not wait for your equipment to get a pool FULLY PAID FOR 7/22 installed, why was it not until 8/3 were we to wait, were the shovels at another job to? I had to take 3 days off of work and was without a pool for 2 weeks while my newly purchased pool sat in my yard becoming moldy in the meantime because an installation was put off. But the problems didn’t stop there. On installation, the installers used the moldy boxes to throw their garbage, cigarette butts and our owner manuals in. Obviously these moldy boxes fell apart after sitting in the yard for two weeks, resulting in a mess to be cleaned up by us (just a side note I am allergic to mold). While cleaning up we did find the owner manuals in which we would need to operate/maintain the filter. We received no instructions how to operate the filter except "it's ready to go, it's simple." Operating expensive equipment should be fool proof so no mistakes can be made. If it wasn't for the gentleman who came to deliver water releasing the air from the tank I wouldn't know this was to be done. Let me remind you this was not his job but went above and beyond his job to provide excellent customer service. Since installation is complete and paid for, I expect to receive the items we were to get in our paid package without attending POOL SCHOOL. (example. test kit, chemical package, winter cover etc.) By the response received, I believe my inconveniences will remain unsatisfied.

Regards,

Business

Response:

You do not need to attend Pool School to receive chemicals or the test kit, they can be picked up at anytime. The winter cover will be in approx the first week of September.

General Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

These are things I was entitled to so I hope you dont feel as if your doing me a favor. My concern is still being ignored. What are you going to do for me?(besides what I was entitled to) My time was wasted on numerous cancelled installs, I had to take work off three times. I was inconvienced without a pool for two weeks.

Regards,

Review: Our 15' above ground pool was installed July 17, 2014. Two weeks later on July 31, 2014 we noticed a separation in the pool's liner. We immediately contacted Aqua Leisure Pools and Spas. We were advised to shut off our filter and to call the installers. We left a message with them after no one answered. ###-###-####. They returned our call the following day assuring us that someone would come either that day or during the weekend. No one arrived. We called on Monday and we were told that they would get back to us. No one did. We then contacted Aqua again and let them know our situation and demanded that they deal with their installers. The following day the installers called us and let us know that someone would be by with a new liner. That day has come and gone!!Desired Settlement: We would like to enjoy the pool we purchased with a new non defective pool liner. We have waited long enough. From the purchase date, to the final install, and now for the repair. We also feel that the expense of the water and chemicals wasted should be either reimbursed, replaced or credited.

Business

Response:

The pool liner has been replaced.

Review: We purchased a 15' round above ground pool that was installed in July, 2013. We were told by [redacted], Salesman, at the time of purchase that the pool we had chosen should last a minimum of 10 years. We were fine with that estimation. Two weeks ago we were out doing yard work and noticed rust on the outside pool wall with a hole through the entire wall and liner with a steady stream of water leaking out of the pool. This pool is 10 months old. Both my husband and myself called both Aqua Leisure locations trying to get someone to address this issue to no avail. We were basically told too bad. I spoke with the manager, [redacted], in [redacted] myself and he was unprofessional, a liar, rude, and also the brother of the salesman who sold us the pool to begin with. [redacted] told me 3 times during this conversation that the pool we purchased should have no issues for 5-7 years, slightly less than originally quoted by [redacted]. Nonetheless, if this occurred after 5 yrs, we could understand but not 10 months. I said you yourself just said 5-7 yrs how do you explain 10 mos? His reply it's a gamble. If his brother stated this at time of sale, we NEVER would have purchased this pool from these people. IT's a gamble was never verbally stated by [redacted] or anywhere in the contract. I believe they mislead customers and do not stand by defective products.Desired Settlement: We spent a lot of money in landscaping and deck extension specifically to accomodate this pool. We know the only ethically correct recourse is to either completely replace the pool or to repair and guarantee repairs will be fixed in the event this occurs elsewhere on the pool since it is obviously defective. We paid cash for this pool, so they had our money for ten months and we have nothing now. This needs to be addressed asap.

Business

Response:

We sell three different quality pools1. Steel Wall pool -- Kingston