Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They will not finish the work I now a broken pool

• Initial Complaint

  Date:11/25/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Official complaint against ********* regarding severe issues with my pool construction project, including significant delays, financial mismanagement, and a breach of contract.On June 19, 2023, I signed a contract with ********* for the construction of a pool, which included the installation of a new driveway. I paid the full amount of $10,500 upfront, as outlined in our agreement. The pool was initially promised to be completed within four months; however, it has now taken over a year, causing considerable distress to my family. This prolonged delay has disrupted our plans for family events and gatherings.Throughout this process, Aqua Dogs provided misleading information about the reasons for the delays. They claimed they were unable to reach the paver company, which contributed to the ongoing issues. When I contacted the paver company directly, they informed me that ********* had never reached out to them. Upon confronting Aqua Dogs with this information, I was shocked to hear that they do not have the finances to complete my driveway, effectively leaving me without a crucial component of our agreement after I had already paid in full.While the pool is nearly complete, it still has multiple problems, including missing parts and issues with the pavers. The lack of communication, accountability, and follow-through from Aqua Dogs has been frustrating and *************** addition to this complaint, I will also be reaching out to the ****************************** Regulations, *******************************************************, and the Florida *********************** to file an official complaint regarding this matter. Also I will be reaching out to our local law enforcement. If this is not resolved.I am seeking your assistance in addressing these issues. I would greatly appreciate any support you can provide to ensure that Aqua Dogs rectifies these problems, fulfills the terms of our contract, and completes the project to an acceptable standard.

• Initial Complaint

  Date:11/25/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for pool installation. Pool is not finished. Pool has not been worked on since the spring. States will fulfill work but no follow through. Cement hole in backyard collecting insects and rodents. HOA fines mounting.

• Initial Complaint

  Date:11/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had Aquadog Pools of ********** install an in ground pool approximately one and a half yrs ago. The pool lanai deck started shifting around in less than a year. I spent the next 8 months asking them to fix it. Their manager, *****, came out and agreed there was a problem. They sent their contractor out, he attempted to fix only the one side, stating he didnt do any repairs above resetting the pavers in the sand. While ***** promised me repeatedly they would make it right, though they were going through a reorganization , stopped communicating with me, then finall said I was out of warranty, and they were basically done. This settling got progressively worse, with the one side of the pool deck actually start to break away from the pool wall. I decided it was best to repair it, and then pursue reimbursement legally.

  Business Response

  Date: 11/04/2024

  This is in response to Mr ******** letter. This pool was completed in March of 2022. We sent our paver installer out and he did the necessary repairs. His pool was out of warranty March of 2023.We did send our installer again in October of 2023, to try to make this right.  Any repairs after March of 2023 that time are at the customer's expense.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22509718
  
  I am rejecting this response because:

  Their response was very similar to the very vague response they sent me. It does not address the times they sent out their manager who admitted there was clearly a problem with the situation. They also sent out another paver contractor, one that did cement repairs needed along the bullnose, glass tiles that all cracked from settling. Never heard from him. Next I was asked to be patient, as the company was going through a reorganization. Hard to believe, as it is a two person company? As it turns out, this excuse was just to buy time, so they could say I was out of warranty. I have spoken with several people online, all of whom have had nightmare experiences with Aqua dog pools, and an ex employee who said he was owed *****, and they owed their suppliers a great deal of money. I am not asking for anything I dont deserve, other than to be reimbursed the $3000 I had to spend due to Aquadog cutting corners on my pool installation.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the summer of 2021 we had Aqua Dogs build our pool. No real issues, most things they addressed. During the warranty process we noticed the we had discoloration on the pool walls and bottom. Typically you dont see this in new pools. We were told our pool cleaners were using the wrong chemicals. Yet we used their pool cleaning company. Once we confirmed the timeline of discoloration and their pool cleaners, we have been unable to get them out here to look at the problem. Every time we text or call them to address our concerns we get the same answer "Let me talk to ****" with no response or resolution. The spotting in our pool was either caused by their shotty work or by their pool cleaners. We have exhausted our attempts to call/text/email regarding this issue.

  Business Response

  Date: 08/27/2024

  Mr ********,

           After we finished your pool you were on service with  us. Shortly after, you switched to another company.

  In August of 2022 you called about the discoloration, we sent a technician to teat the chemicals and they were severely out of balance. We had asked for the chemical records which are needed to verify the chemistry is correct. 
  

  There are remedies that can be done to fix the finish but they will be at your cost. The finish cannot be warrantied without proper chemistry records. 

  Thank you

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22202958
  
  I am rejecting this response because: We have a time stamp account of when the staining occurred and your response at that point.  We have been ignored and blown off ever since. Our picture clearly show before we stop using your pool cleaner that the stains were there.  Your reasoning on why this occurred falls on your shoulders, either it was your installers that made the mistake or your pool cleaner caused the issue. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/03/2024

  There was no staining in your pool when we stopped taking care of it. 

  Do you have then chemical records? My office has been in contact with you.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22202958
  
  I am rejecting this response because: 

  Again we have time stamped photos of when the issue started, as a matter of fact you do as well.  We sent pictures to your company and discussed with your employee ****** when it was noticed. In December of 2021 we returned from vacation to a green pool which your company was servicing at the time. We noticed the spots right after this event.  if the chemicals caused this then your company is at fault, if the chemicals didn't cause this then your company did something during the process of building the pool.  Either way you look at it your company is responsible. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service provider installed pool heater, then reinstalled after hurricane damage in 2022. Now they ignore requests to link equipment to remote controller, or tell us they are coming and never show up. This company does our weekly pool service as well, so in addition to paying for installation and reinstallation, we pay a monthly service fee.

  Business Response

  Date: 08/26/2024

  Good afternoon,

           My husband spoke to ***************** this morning and advised him that I will be coming by to look at his automation today 8/26/24. I will post results on this thread once I figure out what was going on.
  

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with AquaDog pools in June 2022. We still have unresolved issues. One major issue is that they leveled the pool from inside the home, which when they laid the pavers it covered up all of the hurricane bolts on the bottom. They sent a shutter company to come out and address the issue. They placed new bolts drilled into the pavers, which caused them to crack and are still cracked. Also the bolts are drilled into the paver and sand, no concrete footer. The response from AquaDog when I told them about the issue was that they never authorized the shutter company to do the work, and that it was my fault. Also, we have issues with the chlorinator communication and there solution was to hide it from the app so we couldnt see it. There have been a multitude of issues from the beginning, from two leaks in the return line, the *** finish, etc. Some of those issues have since been address but a lot of responses were its too late now, The *** finish was not properly washed and all the joints are noticeably a different color (looks like the plaster/concrete color) This is such a poorly run company with zero communication and a ton of excuses. We had to contact the subcontractors for majority of the issues bc thats what AquaDog advised us to do, it was very un-professional. All the other complaints and reviews from people are spot on. We are all having the same issues. Just fix the issues we need addressed and stop making excuses, we contracted 2 years ago now. Take some pride in your company and work.

  Business Response

  Date: 07/09/2024

  The issues with the leaks have long been resolved. The plaster applicator came out and inspected the pool finish and advised us that it is fine. We do not install the finish, we rely on experts in that field. Issues with the pavers have also been fixed. Any equipment issues are handled directly through Pentair. They have a 3 year total warranty on any default.in the equipoment. I do understand my office has been communicating with the shutter company for a resolution.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21957390
  
  I am rejecting this response because: Youre right the plaster applicator came out first and then the owner of the plaster company came out to inspect the plaster, and his response was I need to figure out how to fix that and havent heard back since January. The pavers are not fine, one is still cracked and appears to have been filled with gorilla glue. The pavers are still sunken where the shutter company installed new bolts. As far as the equipment being handled by Pentair warranty, it is an improper install and not an equipment issue which is not covered under warranty. If you sent a pentair tech out to look at it, why didnt you let us know to put in a warranty claim? April 15, is when your company was made aware of the shutter/paver issue and still no resolution. There is zero follow up with the customer to see if these issues were address etc 
  Sincerely,
  
  
  

  Business Response

  Date: 07/10/2024

  When **** was there last, he was on the phone with Pentair tech support for an hour and went through the workout around and he still couldn't get it to work. Have you contacted ******* as the homeowner to have it looked at? We will reach out to our field rep to aee if he can come by.

  As far as the plaster the company who did the application does state that it is the correct application. 
  

  I was not aware of paver issues. 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21957390
  
  I am rejecting this response because:

  If **** could not figure it out, a simple follow-up to let us know would be helpful and to let us know that we should contact Pentair warranty. 
  

  As far as the plaster please define correct application. 
  

  Pictures of the pavers were sent to your office a long time ago. 
  
  Sincerely,
  
  

  
  

  Business Response

  Date: 08/26/2024

  Good afternoon,

          This response is to clarify that all of the known issues for *************** have been resolved. As of today 8/24/24 the pool has been drained and will be replastered at no cost to the homeowner. Also the hurricane shutter company irepairing the pavers and shutter screws. I am also working with Pentair to get a resolution on the salt system communication.
  

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AquaDog Pools of ********** installed a built in pool. Pool was completed in November, 2023. I've been requesting them to replace the pool and lanai pavers they installed that were defective or broken when installed. ***** office manager has been telling me for five months a different story every time I called or text on when or how they'll fix the issue. I'm requesting that they come and replace the defective and broken pavers they installed.

  Business Response

  Date: 08/26/2024

  Good afternoon,.
  

             This response is to verify that ********************* pavers were fixed on June ******* at no cost to him. Please update tile accordingly.

   

  Thank you!
  

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aqua Dog installed a pool that was finished in December2022. In November 2023 a leak was discovered in the main drain of the pool by an independent contractor. It was temporarily fixed by them. As the pool is under warranty I have called Aqua Dog repeated since November to come and repair the leak properly I am still waiting. They have never been responsive throughout the whole installation. Would like to be able to get permanent repair done.under the warranty.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a new pool and spa installed by aquadogs The lights installed in the pool and installed in the spa are made by two different manufacturers And the colours will not sync to same colour The lights in the pool need to be switched to match the spa The finish coat in the spa has many deep holes or porous like condition well over a half inch deep I am also finding finishing coat material in the bottom of the spa

  Business Response

  Date: 02/26/2024

  Good afternoon,

            We have the replacement light to switch out, we are just short staffed. We will be happy to take care of it this week. We have had the plaster company look at the finish, they have said it is normal variation of this product. It is a custom blend hand troweled pebble finish.

   

  Thanks!

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21337418
  
  I am rejecting this response because:
  

  I have been chasing this light and plaster finish issue for 10 months and continue to be told I'm on the schedule, I finally had enough and brought the complaint which is the last thing I wanted to do. All I have asked for is for it to be fixed and I continue to be pushed off, once I paid the tune changed.

  I don't accept the resolution to the finish as the plaster technician has not been to the house , One of the company owners took a quick swipe along the tiles with his hand to feel the surface but the problem is not at the water line it's in the spa along the seats facing. Anyone that has been in the spa shared the same concern around the finish and the holes in the finish. Further explanation also needed as to the material from the plaster finish still in the spa.

  I would like the plaster team to come and actually look at the spa and repair the finish. 

  To be clear we are very happy with the pool, spa and our backyard. We feel overall we received good value and over all when completed it looks great.

  I just feel we have waited over 10 months to fix issues that shouldn't have taken this long. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/11/2024

  The light has been replaced, when we were onsite we tried to get the homeowners password for his network but were unable to get it. We would be happy to schedule a visit once they are back in town.