AquaClear Solutions Pool Service

In reference to complaint ID# [redacted], in the 6 months of service on [redacted] pool, not once did we hear of any complaints. But now, there's an outstanding amount due, [redacted] is complaining. As you can see from their text messages, they are praising us and offering to spread the word of how good we are to other people.AquaClear Solution & Spa Service, LLC. has enclosed invoices for outstanding balance due, copies of pool slips that are left behind to every customer and copies of text messages from Mr. and Mrs. [redacted]. Invoices were emailed to the customer.Please review all text messages from [redacted] and[redacted].Text from [redacted] 9.18.14 @ 3:06pm. introducing [redacted] as her husband and offering a credit card.Text from [redacted] 12.9.14 @ 2:49pm getting back to me after several weeks. They had moved out of there home.Text from [redacted] 12.11.14 @ 11:11am letting me know to stop pool service after December.Text from [redacted] 12.20.14 @ 1:35pm will send out payment, offering AquaClear Solutions as an option to their new tenants and offering to spread the word around about our good service and thanking me. AquaClear Solutions received a phone call on 1.22.15 from a representative of [redacted] has been referring Aqua Clear Solutions out of their store for the past 2 years and has never received a complaint on AquaClear Solutions. [redacted] had called into the store with a complaint slandering AquaClear Solutions.At this time, AquaClear Solutions is waiting on a letter from the representatives of [redacted] and [redacted].Please see AquaClear Solutions first response for any more details.Sincerely, AquaClear Solutions Pool & Spa Service, LLC

To Whom it may concern,

This job was completed with a professional install by AquaClear Solutions Pool & Spa Service, LLC. on August 24, 2014. Again, there are several inconsistencies to Ms. [redacted] reply, the month of August had several weeks of monsoons, in turn delayed installation. AquaClear Solutions Pool & Spa Service, LLC. has several regular customers on a weekly basis and due to the monsoons, all customers had to be moved on the schedule including Ms. [redacted].

As mentioned before, AquaClear Solutions Pool & Spa Service, LLC. does not match internet prices.

Please see attached signed invoice by Ms. [redacted] on August 15, 2014. AquaClear Solutions Pool & Spa Service, LLC. is willing to deduct $64.07 from outstanding invoice dated August 24, 2014 for credit card fee that Ms. [redacted] was notified about prior to the charges on her [redacted] Card on August 14, 2014.

Also, AquaClear Solutions Pool Service, LLC. is willing to adjust August 24, 2014 invoice, balance was $517.08 and new balance is $283.01.

Sincerely,

AquaClear Solutions Pool & Spa Service, LLC.

To whom it may concern,July 2014 AquaClear Solutions was hired by Mr. & Mrs. [redacted] to maintain their swimming pool and do repairs. At this time AquaClear Solutions had inspected the pool and equipment and met with the [redacted] and went over the findings. One of the items was Black Algae in the...

pool. This was pointed out to Mr. [redacted] and explained how to control it. 1) Take a chlorine tab and scrub the areas by homeowner. "Not done" 2) We would need to raise the chlorine level with shock in order to control it. Mr. [redacted] said "Do what you need to do" Shock was applied to the pool on 7.17.14, 7.25.14, 8.28.14, 9.25.14 and 10.3.14. AquaClear Solutions leaves behide a yellow copy of our "Pool Service Slip" after each service to every customer. It explains exactly what was done to their pool. AquaClear Solutions Pool & Spa Service, LLC. had maintained Mr. & Mrs. [redacted] pool as outlined in our "Frequently Asked Questions" all customers are given this document.  In November, Mr. & Mrs. [redacted] had moved out of their home and did not notify AquaClear Solutions. We tried contacting Mrs. [redacted] with the phone number that was provided to us 602.696.2562 and come to find out the number was disconnected. After leaving a note at the front door, AquaClear Solutions was finally contacted by Mr. [redacted] via text December 9, 2014 @ 2:49 pm. We have been in complete communication with Mr. [redacted] via text the whole month of December regarding service on their pool and payment. AquaClear Solutions does not make up or create bogus charges in anyway. AquaClear Solutions DID NOT do anything fraudulent or unethical. We were give a credit card by Mr. [redacted] and were under the impression this was how they wanted to pay for services rendered. We are not the first pool company that Mr. & Mrs. [redacted] has not paid. I had spoke with their previous pool service "[redacted]". Total due is $309.84 for November and December service and $109.84 for 18lbs of shock. As Mrs. [redacted] mentioned receiving our invoice via email, it states on the invoice that a $25.00 late fee will apply if payment is not received by the 15th of each month.If payment of $309.84 is not received within 7 days, AquaClear Solutions will turn the account over for collections and all late fees will apply. AquaClear Solutions will print out all text messages between [redacted] & [redacted] and make copies of all supporting documentation.     Sincerely,AquaClear Solutions Pool & Spa Service, LLC.

Dear Alexandria:

 

Mr [redacted] has been a customer of AquaClear Solutions Pool & Spa Service, LLC. for the past two years and have gotten to know one another on a personal level along with his family. Not at any point, has their been any dispute of any kind. We are...

beside ourselves with the action Mr [redacted] has taken against our company. 

 

If AquaClear Solutions missed a full month in June of 2013, WHY did Mr [redacted] wait until November of 2013 to say anything?? That is a serious issue and should of been addressed right away. In no way, have we missed Mr [redacted] pool or any of our customers pool for a full month. If AquaClear Solutions Pool & Spa Service, LLC. did such a thing, we would be out of business. If we missed Mr [redacted] pool for a full month as he claims, his pool would of been a swamp "It's summertime at this point" and no one would be able to swim in it. When AquaClear Solutions Pool & Spa Service, LLC. arrived to his home, we encountered his sister, niece and nephew swimming in the pool, as his brother in-law was on the patio. I had a nice conversation with them both for over a 1/2 hour. But Mr [redacted] statement indicated "Water was unsafe to swim". Apparently, Mr [redacted] is not telling the truth or his experts gave false information. AquaClear Solutions Pool & Spa Service, LLC. leaves a courtesy slip behind, we do not need or have to leave one. We noticed that the slips where not being picked up, so we stopped leaving them. AquaClear Solutions sends out a 3 page letter via email to all of our customers called "FREQUENTLY ASKED QUESTIONS" it talks about our service and what if we miss your service day plus prices. Our invoices for monthly service that go out to our customers via email on a monthly basis, also indicates "All other chemicals are an extra charge" since day one of starting our business.

 

Mr [redacted] has never complained about our billing. In 2013, we had a problem with our computer system and all customer where notified via email. Still to this day, our customers are notified that we are playing catch up with invoicing. In no way, do we bully our customers, if a customer does not pay, we charge a late fee and will take the next step for collection. Just as any other honest company. AquaClear Solutions Pool & Spa Service, LLC. strives to treat every pool as if it was our own.

 

If further information is needed, please do not hesitate to contact us. We will provide, Invoices and a copy of our Frequently Asked Questions. Thank you for your time in this matter.

 

Sincerely,

 

AquaClear Solutions Pool & Spa Service, LLC.

 

AquaClear Solutions Pool & Spa Service, LLC. Has reviewed the complaint from Ms. [redacted] and have noticed many inconsistencies and we do not want to waste everyone’s time and will just get to the root of the complaint (pricing). Ms. [redacted] has called AquaClear Solutions Pool &...

Spa Service, LLC. “A rip off artist”. As explained to Ms. [redacted] and all of our customers, AquaClear Solutions Pool & Spa Service, LLC. does not match internet prices.  AquaClear Solutions Pool & Spa Service, LLC. is in complete communication with our customers and notify them of everything that is taking place during the contracted job. Ms. [redacted] signed an invoice and gave us her credit card info [redacted] xxxx-xxxx-xxxx-[redacted] on August 14, 2014. Please see attached copy of signed invoice. AquaClear Solutions Pool & Spa Service, LLC. understands this complaint was filed on August 25, 2014.  AquaClear Solutions Pool and Spa Service, LLC. has also done several hours of work at no charge working on Ms. [redacted] in-ground cleaning system. Due to the fact Ms. [redacted] would not come out of her home, I could not communicate with her, she would send [redacted] to communicate for her. After explaining the problems of the in-ground cleaning system to [redacted], AquaClear Solutions Pool & Spa Service, LLC. told her, we would come back to clean the pool. Ms. [redacted] ended the working relationship on 8-24-14. At NO point did Ms. [redacted] pool turn green.  At this point, there is an outstanding invoice with Ms. [redacted] for additional work completed on 8-24-14, separate from invoice dated 8-9-14. The additional work was explained to Ms. [redacted] personally prior to 8-24-14, before any work was done.Sincerely,AquaClear Solutions Pool and Spa Service, LLC

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have NOT received any response from the business. 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Mr. [redacted]'s response is primarily fabricated and his attempt to deflect this situation inaccurately onto another unrelated company shows his company's inability to provide accurate customer and pool service. I am an unmarried person and should be correctly addressed as Ms. [redacted].  There is no "Mr. [redacted]" or "[redacted]" and Mr. [redacted] had no authorization to use my debit card in December 2014.  Upon his initial visit to my home he was introduced to my friend, Mr. Williams, and was provided Mr. Williams contact information as secondary contact for myself. Mr. Williams had no authorization to use my debit card as Mr. [redacted] incorrectly states, and he therefore acted fraudulently in not obtaining the cardholder's authorization prior to processing a charge.  In addition, Mr. Williams never provided Mr. [redacted] my payment information nor did he consent to processing a payment in December 2014.  His response also fails to address my outstanding issues.  To date, I have not received a bill as requested. I continue to own my home, and although I did change my telephone number in October 2014, Mr. [redacted] had my address, email, and secondary contact information which was not used in any attempt to contact me regarding payment, balance, or additional "shock". Please provide an itemized bill for the alleged balance owed, and provide a copy of all authorizations for payments processed using my debit card.  In addition, Mr. [redacted]'s response arises the following questions, again, which remain unanswered.  Please provide an explanation for the following: If additional chemicals were needed beginning in July 2014, why was this not brought to my attention and why was I not billed for this until I requested to cancel service?  If a debit card was "presumed" to be the preferred monthly payment method, why was an authorization for this not collected (as required for recurring debit/credit transactions), and why was the card not used to charge the monthly payments and how did a balance incur?  Please explain why you continued to service my pool if an outstanding balance for additional chemicals was carried for 6 months before any mention of this occurred, and the one and only bill received did not mention this?  Please also confirm that my debit card number and all information was securely destroyed and is no longer maintained or will be used by the company, Mr. [redacted], or anyone affiliated or employed with AquaClear.  If a bill is not promptly sent as requested by email to [redacted], with explanations to my outstanding questions, I will consider this matter closed without payment.  I will however continue legal action until Mr. [redacted] confirms he no longer possesses or stores my debit card information without my authorization.

 

Regards,[redacted]

This company was referred to us by [redacted] pool. We woke to our sand filter cracked and needed a replacement filter. Being a long weekend, we went to Leslie's to see what our options were. We decided on which filter to replace with. We were offered 3 different installer services. AquaClear Solutions was able to come out the next day and the quoted price was the same as the other two service solutions which were unavailable until later in the week. With guests coming out of town we were more than happy to go with AquaClear. We were told they would pick up the parts from the store and be by early in the morning to beat the heat and get the job done.

I waited starting 5AM - nobody showed. We called and texted multiple times and received a message after noon that he was 'in church' and would call shortly. No call came. We called Leslie's - they said they would call on our behalf - and told us they spoke with him a few times and he would be by the very next morning.

Nobody showed. We finally got hold of Chase, we were informed that he did not speak to the store at all - the store says that is untrue. He informed us he would be by the next morning by 9. That would be Tue - which we had other available choices for Tue - we considered calling off the entire install but since he had the parts, we were uncomfortable with calling off the job wondering what would happen to the $700 filter we had bought from Leslie's in his possession.

He showed on Tue, close to 10AM - did the install and the installation was exceptionally higher than the quote.

We will not use this service ever again - nor will we be returning to Leslie's Pool. I strongly recommended that they do not refer this service again - I was informed this wasn't the first problem they had encountered with AquaClear - they should have stopped referring after the first complaint.