Aqua Pool & Patio, Inc. Reviews (2)
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Aqua Pool & Patio, Inc. Rating
Description: Swimming Pool Contractors, Dealers, Design, Swimming Pool Service & Repair, Swimming Pools - Leak Detection & Repair, All Other Specialty Trade Contractors (NAICS: 238990)
Address: 53 Newberry Rd, East Windsor, Connecticut, United States, 06088
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Review: I am still am waiting for resolution of problems and now new problems. I sent email (see below)(10 days ago) to 5 employees and no response as ussual.Aqua did some repair work in the fall. Then came back and redid it again. I am seeing cracks in the concrete between the paver coping that were just put in October 2013. It really is bothering me that my pool has so many repairs done to it everywhere I look I see thing like different color grout, cement, tiles,uneven tile work from all the repairs and I know things cant mathch exactly. But to keep having the repairs done wrong or have them fail is just too much to handle. Also [redacted] you promised to to address the floor cleaning system once everything was up and running after redoing the gunite/plaster and assured me it would be running propperly when you were done. That never happened. Your techs. have tried 8-10 times since original install. The tec that was here last year agreed that many heads did not work properly. There wasn't enough preasure to pop the head to give it the turn needed. Even though the pump is running at max speed. (some techs in the past wondered why it was set to run so high?) The most recent tech put in an old style head to see iff it made a difference. He said he would report back to Aqua what he was seeing. I have never heard or seen anyone back again. I just cleaned the filters this week and pulled out that test head that was worse than the original head. Was the system designed wrong here and therefore not able to produce enough preasure over the long run to pop heads all the way up to turn them? Are there new and more advanced heads that might work? Also the main floor drain was loose. Aqua said they were putting in a new one. The guy went down in scuba outfit with a hand full of screw that just did not fit right. It is still loose, you can feel it move if you step on it.Desired Settlement: fix the problems
Business
Response:
Date Sent: 8/6/2014 9:01:02 AM
May I ask the question? this customer lives in Massachusetts why is his complaint through CT Revdex.com?
Good Morning,
In answer to your question the Business(your business) is in CT. Complaints are handled in the State that they are headquartered. I hope this clears up any confusion.
Sincerely,
Complaint Consultant
Consumer
Response:
Review: [redacted]
I am rejecting this response because: nothing has been done to fix problems.
Sincerely,
Business
Response:
The pool was completed on 7/21/2010.
The pool structure has a lifetime warranty
The tile and coping the client is referring to has a one
year warranty.
The one year warranty has expired as of 7/22/2011. Any other warranty repairs, as per the agreed upon contract, need to be sent in writing to Aqua Pool.
After the "cracks" and tile/coping repairs (some not under warranty but repaired regardless) were made, a
service technician was on site and diagnosed that not all in-floor nozzles were
working correctly (5/24/2013). A return service call was made on 6/20/2013 to
make adjustments to the floor cleaning system, install all floor-cleaning
nozzles, and secure the main drain covers. The technician (over twenty years in
the pool service industry) reported that the floor system is running as
designed and that the main suction outlet covers were in fact secure at that
time. Aqua Pool NEVER heard back from the homeowner with any indication that
there were any issues. Not a phone call, not an answering service message (we
have a live service 24/7); nothing. Not until we received this Revdex.com complaint in
August of 2014.
Note that the main suction outlet covers have several screw
holes and not all are utilized as per the design. It is not a service or design
concern.
Also note that the customer still owes Aqua Pool & Patio
Service Corporation for non-warranty services supplied in June of 2011
(re-program his control system and clean his filter) and September of 2011 (a
non-warranty plumbing repair). He still owes the company $708.47. All invoices
are over 120 days PAST DUE.
We have tried to work with this customer to make all things
proper but we only receive complaints a year after we perform services and we
do not get paid for non-warranty services. If warranty services are required,
AS PER THE AGREEMENT SIGNED BY THE CUSTOMER, we will be happy to perform those.
It would also be fair/appreciated if Aqua Pool & Patio Service Corp could
be paid for the non-warranty services we have provided.
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
I am seeing cracks in the concrete between the paver coping that
were just put in October 2013 less than 1 year of install.
Review: While waiting for the repairs to be redone in some areas and finished in other areas. Ive been calling and e-mailing the sales rep, the repair manager,the service dept manager,the billing dept. every few days with no response at all. Ive now noticed that their are more cracks in the jacuzzi area, and at the other end of the pool. Ive sent photo's to them.Still no response. The main floor drain fell apart during the pool fill after repair last yr. They istalled it , but it was still loose to the floor. They were out 3 wks ago but only tightened it up, its still loose. This is the way things have been going sinse day 1 when I had a pool heater issues(never resolved by Aqua-I just paid to get it working)floor cleaning system they tried to get it running right about 8 times over the 3 yrs. Still not right. They put a old style test head in one socket but never to revisit the isue. Lights were a problem for 2 1/2 years but were finally fix by an electrical company.I can not believe all the problems we are having with an item we spent aproxamatly $45,000 on.
Product_Or_Service: 3 years ago
Account_Number: [redacted]
Desired Settlement: I believe the gunite concrete was a faulty batch. 1/4 of the pool was redone after 3 yrs and now there are more cracks appearing on other end of pool.
Business
Response:
Business Response /* (1000, 8, 2013/07/30) */
Mr. [redacted] met with [redacted], the construction manager and Vice President of the company, on July 15th.
The pool does not have any additional structural cracks.Structural cracks would be repaired at no charge if they existed as we have always done since the company was founded in 1970. Aqua Pool honors its warranty and has been in continuous operation since 1970 by standing behind its work.
[redacted] informed Mr. [redacted] that some of the coping (concrete pavers) would be re-grouted in three (3) locations and that Aqua Pool would nine (9) tiles. Such repairs are in the areas of the gunite repair work. The work will be performed after October 1, 2013 so as to not disrupt the swim season further. Aqua Pool will contact Mr. [redacted] directly at the end of September to set a specific time frame for such repairs.
Any equipment failures (lights, suction outlet covers, heaters) come with manufacturers warranties and Mr. [redacted] is not required to use Aqua Pool's service department to have equipment repaired. If any equipment requires warranty repairs, all manufacturers used will stand behind their warranties as written and Mr. [redacted] will not necessarily be required to pay additional fees (like with a new home, if an oven fails, the home builder need not repair it as the homeowner may contact the oven manufacturer directly and have an appliance repair company service the unit). Any request for warranty work, if not being addressed as per Mr. [redacted]'s expectations, should be sent directly to the manufacturers. Visit the web-site for any/all such manufacturers to learn more about warranty repairs.
Aqua Pool has communicated this information to Mr. [redacted] in the past.
Consumer Response /* (3000, 12, 2013/08/14) */
I would like to keep the case open.They say they will be back at the end of Sept to redo the bad repair work done last fall. But they never showed up this past spring like they promised and would not respond to requests which led to this complaint in the first place. The floor cleaning system never worked propperly from day one. they came out 8-10 times to correct with no sucsess during the first year of warrantty on the pool. Apparently its normal to have cracks accross the top of the copping and continue through the tile below. It tells me the foundation is cracked underneath. I will have to wait and see if they get bigger and start lossing water.