Aquavita Pools Incorporated

Review: Aquavita Pools opened my pool this spring and ran heavily chlorinated water over my rock waterfall. As a result, my rock waterfall is now almost white, with no beautiful patina or shine. The rocks are also chipping as a result. The company refused to address the problem despite 6 phone calls (each call I was promised a "CALL BACK") or even look at the damage that was done. The owner claimed "I know nothing about rocks, so what am I supposed to do?" If they deal with pools that have rocks or rock waterfalls, they should know something about rocks or hire someone who does. They also charged my credit card over $400 to open the pool and damage the rocks. I basically want them to clean the rocks to hopefully get them back to their original color and re-stain them so they have a shine to them like they did before. If they cannot do this, I would like them to pay professionals to repair them. The pool water will also have to be cleaned to get it swimmable after the chemicals are used to clean the rocks.Desired Settlement: If they cannot repair the rocks correctly, then pay to have professionals make the repairs to the rocks. The pool water will also have to be cleaned to make it safe to swim again after the cleaning/re-staining.

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:

Aquavita Pools refuses to takes responsibility by "fixing" the problem they made by their lack of knowledge of dealing with what is associated with a pool. Yes, I am aware that I requested them to open my pool using chlorine. I am also aware that chlorine is used in a freshwater pool all the time. However, they are not professional enough to know that you can't run HEAVILY chlorinated water over real rocks without some damage to the rocks. They were NEVER, NEVER instructed to run the rock waterfall in opening the pool. It is totally unnecessary to do so and in past openings they have NEVER run the waterfall. When this is done, the water totally BYPASSES the filter which is where the water should be running when starting up a pool. Not only did their technician run the heavily chlorinated water over the rocks, he left the water running over the rocks possibly for hours until I came home from work and discovered it running. What makes matter worse is that my husband and I called numerous time to speak with someone about the problem and they always PROMISED A CALL BACK, but never did. So they LIED AND REFUSED to call us back. They DID NOT EVEN CARE TO LOOK AT THE PROBLEM. They IGNORED the problem HOPING WE WOULD GO AWAY! This is not how a REPUTABLE company does business. They just TOOK our money and ran, leaving me with this problem. Also, in their reply, Aquavita claimed the rocks were painted. They were not PAINTED but CLEAR COATED to protect them from the environment. I had a professional company do this when the pool was installed and I have photos from the summer of 2012 to prove they were in beautiful, pristine condition BEFORE AQUAVITA OPEN THE POOL THIS YEAR and had been that way for 8 YEARS prior to this year when the pool was opened. They are now DULL and UGLY!!! I told them I had pictures so they could see the difference. I also asked them to look at the rocks in person. They refused to address the situation or even discuss the problem with myself and my husband! Aquavita cares NOTHING about the CLIENT. They are just in business to do shoddy work, as quickly as possible and then NOT BACK UP their workmanship when a problem arises. I could forgive a company if they make an honest mistake AND DISCUSSES THE SITUATION WITH THE CLIENT AND TRIES TO FIX THE PROBLEM, but this company is ARROGANT and refuses to admit that they can make a MISTAKE AT THE CLIENT'S EXPENSE. Therefore they are NOT CLIENT FRIENDLY and do not back up their work. A reputable company tries to make sure all clients are happy with the work done and are satisfied with the results. Not Aquavita Pools!

Review: I have had a recent issue with my pool. The skimmer has no pressure during the week of July 8 I contacted Aquavita who came out and told me the filter was dirty and it needed an acid wash. I was charged $225 for this service. The skimmer never regained pressure. During the week of July 15 the pool motor completely stopped working. I called Aquavita and someone came out to say that they would take it for repair. According to them it needed to be replaced. I was told on the phone by [redacted] that it would be $225. However, my card was charged over $450.00. The pool skimmer still isn't working. I called this am 7/24/2013 to say the pool skimmer still has no suction. Once again [redacted] has now said I will be charged $110 an hour and all these issues are flukes. The pool filter must be dirty. I just paid $225 for an acid cleaning. [redacted] was extremely rude and unhelpful. I have now paid over $600 for a problem that still is unfixed.Desired Settlement: I ask for the problem to be fixed. I do not want to be charged $110 an hour for a problem I have already paid over $600 to have repaired.

Business

Response:

{Please see attachment.}

Review: On August 15th at approximately 10:30 am a driver of Aquavita Pools/[redacted] was driving dangerously on [redacted] road in [redacted], pa. He was putting others in severe peril. [redacted] actually was in my son's lane and would have seriously injured him if not for my son beeping his horn. [redacted] did however damage my son's mirror. My son called the state police and [redacted] gave my son his insurance information but fled the scene before the state police arrived. After weeks of not returning the insurance companies phone calls [redacted] then lied that he was not at fault. He is a danger to anyone on the road. His driver record should be looked at before letting him to continue driving for a company. Aquavita owes me 200 for the replacement of my mirror. PA state trooper Officer [redacted] can verify the story. I will also follow up with the state police to see if a citation can be issued to [redacted] for leaving the accident.Desired Settlement: $200

Business

Response:

July 31, 2013

Dear **. [redacted]:

In response to your inquiry, our records indicate that we notified our auto insurance company of this incident on August 15, 2013. [redacted] Insurance interviewed our driver and asked us for photos of our vehicle which showed no damage except for minor scratches on our vehicle’s sideview mirror.

We understand that our insurance company also took a statement from the claimant and asked them for a police report. Since the claimant did not submit a police report, we believe they denied the claim because they could not verify the claimants version of what occurred with that of our driver’s.

Our driver stated that **. [redacted]’s vehicle was traveling at a high rate of speed in the opposite lane and veered across a solid yellow dividing line and clipped our mirror with his. A review of our GPS report, that records all stop/starts and vehicle speed, shows that our truck was traveling at a speed of approximately 20mph when this incident occurred and during that entire day never exceeded 35mph.

We would suggest that the claimant contact [redacted] Insurance if they have additional information or feel their claim was not properly handled.

Please contact us if there are questions or if further information is needed.

Sincerely,