Aqua Pools

Initial Business Response / [redacted] (1000, 8, 2014/10/07) */ I apologize for the inconveniences that the customer had when ordering the replacement liner and the safety coverThe issue with the light in the pool is separate from the liner installationThe light still physically works but the problem with the light is that the underground pipe behind the light has rotted awaySaying that Aqua Pools is responsible is the same as having new tires installed on your car and telling the tire company that the brakes are bad due to the tires being installedBecause of the inconveniences with the liner and the safety cover, we came to an agreement with the homeowner that the light pipe issue would be repaired at no charge to them as long as the balance was paid in full to have their account in good standingThe homeowner stated that he would provide our service guys with the final payment when they showed up to repair the light issueWe scheduled a time to take care of the light issue for the customer, my service guys showed up and then the customer wanted to "post date" a check to usOnce the account is in good standing, we will take care of the light issue that we originally agreed to The wrinkles in the bottom of the pool are due to the homeowner draining water out of the pool to get the sand out of the poolWe offered to vacuum the sand out of the pool for the homeowner which appeared due to the failed light pipe (from original installation of the pool done by others)Nobody had instructed the homeowner to drain the water out of the pool and we wanted the pool filled with water to stop the water pressure from building up underneath the linerThe water in the pool typically applies more pressure to the liner than water behind the pool when it is filledWe could still do the repair to the light with the pool full of water so it was important that the pool was filled up and it did not need to be drained and stay drained for as long as it hasBy draining the water out of the pool and not refilling it, the homeowner allowed the water pressure to build up behind the liner and "float" the liner, creating the wrinklesThis can potentially damage the liner by the water in the ground applying more upward pressure that the liner can support while connected to the main drain in the bottom of the poolThis upward pressure could potentially tear the liner away from the main drain We have been in business for over years and have many customers that refer usWe have stores so if you had an issue with something we have done, you have places to go for it to be resolved should one ariseNot only do we have customers referring us because of the amazing work that we have done but also because of how we handle any issues that arise after we are finished with the job within our warranty periodThe liner was completely installed and the homeowner could have used the pool as they saw fitThe light issue, which is not part of the liner installation, is a separate issue that we will take care of at no charge due to the inconveniences the customer had when the liner was ordered At this point, the liner job is completedOnce the account is in good standing, we are more than happy to repair the light issue that we said we would at no charge to the homeowner, fix the wrinkles that the homeowner caused by draining the pool and vacuum the sand out of the pool for the homeowner Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since Aqua Pools say's the light physically still works I went outside and turned it onNo light - If the pipe is rotted away - how was the installer able to remove the light? I was told by the installer not to fill the pool over the light because he put a plug in the hole and when he removed the plug more sand wound up in the pool I trusted Aqua Pools on July 14th and I was billed for something they never ordered for months I'm sorry but I have been lied to and I have no trust in Aqua PoolsIf they have any intention to fix these problems, it has been almost weeks - How about a little good faith from Aqua Pools I will accept under the following conditions: Install light and make sure it works Fix the liner by removing wrinkles Vacuum pool to remove sand from pool Payment by [redacted] Card (as my prior method of payment offered to Aqua Pools If there is a problem I will dispute the charges with [redacted] CardI'm assuming in good faith on behalf of Aqua Pools part there should be no problems I'm having someone close the pool for the winter on Monday, 10/13...Work must be completed by this dateA call from Aqua Pools to communicate date and time completion is schedule for Final Business Response / [redacted] (4000, 12, 2014/10/08) */ The light physically worksIt has to be wired to turn onThe problem with the light is that light pipe failedWith a failed light pipe, the light cord can not be pulled through the pipeThe light was able to be removed because you can pull a cord out, you just can't put it back in The homeowner must have misunderstood the installerThe purpose for us putting the plug in the light was so he could physically fill up the pool, not keep it below that We take offense that you think we "lied" to you when it seems that you have misunderstood the situation The pool is supposed to be filled! If at any point the water is drained out of the pool, the liner can float, wrinkle and shrink! This can permanently damage the linerThe homeowner was NEVER instructed to drain the water out of the poolWhen the service guys were their last, the water was below the shallow end, which it should never be that low, and the service guys specifically instructed the homeowner to fill the pool upWe should be able to remove the wrinkles, depending on the condition the liner is in, some wrinkles may end up not coming outI am stating this because that is not grounds to dispute the credit card charge since that is due to the homeowners actions If the homeowner decides to pay his outstanding bill, we will accept a [redacted] Card paymentThe homeowner can call the credit card in to our office and ask for the billing departmentOnce the account is in good standing, we will schedule the light repair and fix the wrinkles under the pool to the best of our abilityThe next date that I have available is Tuesday 10/14/I have penciled in this spot for the homeowner but we need a response by Thursday, October 9th at noon

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ We are sorry to hear that you are having an issue with your serviceThe service we supplied to the customer was a pressure testThe point of this test is to determine if the pool membrane is leaking or if the plumbing is leaking After preforming the test, the results were that the plumbing itself is leaking because it would not hold pressure On the service ticket, the instructions were to call when we were on our wayOur office called with no answerWhen the service tech arrived, he knocked on the door with out an answerWe had access to the back yard so the service tech proceeded to carry out the service call Once we determined that the plumbing lines are leaking we need to proceed to step Step would be using [redacted] to locate the leak/leaksThis is a separate chargeNobody was available to approve the step so we did not proceed with itOnce step is approved, we will complete this and then we can give an estimate to repair said damageWe are not comfortable giving an estimate with out doing step because it could be a couple hundred dollars to thousands of dollarsIt all depends on how many leaks there are and where they are located To describe this more thoroughly in a way that people may understandThe leak detect is like an x-raySometimes you can see what the problem is but sometimes you need to go get an MRI for a more precise testA [redacted] test for us is a more precise testOnce the MRI is completed then you have the surgery or rehabilitation of what ever is neededThis is just like what we do, once we use the [redacted] , we can tell you what needs to be done

The pool has been returned to us and everything is in the condition we gave it to them inTheir Credit Card has been refunded since that was their initial payment methodIf this odd weather we are getting ever subsides, we will use a machine and put the fill that is left there back in the partially excavated hole