ComplaintsforAquaDog Pools LLC

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January of last year, 2023, is when Aqua dogs first dug in our backyard. A year later, we're in January ****, and my pool is still not complete, with no end in sight. Since the initial dig, it has been nothing but standstill work, poor communication, and mismanagement of our pool. There has been no remorse for their delays and mistakes. This whole project has caused my family and I a lot of aggravation, frustration, and money lost for mistakes that they made. From the beginning, I would have to call or email them, asking if someone was coming to begin the different projects on the pool. If I did not email them or stay on top of them, no one would show up for months. I have all my emails to prove every single work that was finally completed because of me asking and complaining about when will someone show up. Literally, weeks or months will go by and no work would be done. They lie all the time about when things will be completed. "Oh our guys is coming this week," and no one shows up. I would call the following week and get the same response time and time again: "Oh, our guys are behind a week." Another 2 to 3 weeks, nothing, and so on and so forth. They cost us so much money in our landscape due to the grass and trees being dead in front of the house from all the delays. They messed up our paver design due to poor communication with the cage company, and we had to pay out of our own pocket for them to redo our pavers. They blamed it on us! Who does that? We just want them to mean what they sayno more run-arounds, no more lies, no more constantly emailing them to get an honest answer. They need to finally make my pool a priority and complete the project. The inside of our pool has been ready to be plastered since the summer, and so much mold and dirty, hazardous water is in my pool that it's disgusting. Before Thanksgiving, our pool was supposed to be done; before that the summer. It has been one thing after the other. Enough is enough; just complete the job.

  

  Business response

  02/13/2024

  Hello,

     This letter is in response to this complaint. We are a very small business and have lost quite a few key employees this year. We do apologize as a company for our lack of communication throughout their pool construction. We have finished their pool as of first of February.

   

  Thank you

  *************************
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We put money down and signed the contract in April of 2023. We were told our pool would be done by November or December of 2023. For several weeks not one person has been to our house to work on things. It is still not completed, and we are in the middle of January. We have been told they can't put in pavers until the wall was put up, this makes no sense, it had nothing to do with finishing our pavers. We had trash placed all over the place, promised for over a week it would be picked up. They finally picked it up today, and they started the wall yesterday. Again no one at the house today, no pavers delivered, our neighbors yard they damaged brining in equipment has still not been fixed since August. We are getting nervous about our pool, the character of this company. They promise us things and it never gets done, I have never seen a company ran like this. Promise customers a date of when people will be there to work and no one shows up. ***** who we worked with in the beginning now won't answer us. She has ***** answering our questions and promising things that are not done. To say we are worried about the completion and getting it done correctly is an understatement. We ask for honesty and a plan of completion and have not gotten it.

  

  Business response

  01/12/2024

  This letter is in response to the complaint received today, I communicated with the Mauires regarding the paver installation this morning.  The trash was picked up today. ***** is our project manager and does do alot of our scheduling. It is not uncommom to have a representative from a business to communicate schedules. Your contract was signed in April and we started construction in August. We tried to start earlier but there was an issue with getting the neighbors permission. We are working as fast as possible to have the pool completed.

  Customer response

  01/12/2024

   
  Complaint: 21133438
  
  I am rejecting this response because:
  Yes businesses have a representative but when we reach out to the owner that we are not getting results it should trigger a response. Its not as if its just a little trash and picked up today. We had to ask several times to have it picked up. It was not just what was left yesterday. We asked today for a schedule and all we got was we will get a schedule next week. Its always they will be there next week and no one shows up. Neighbors that got started 3 months ago with other pool companies are now complete. We will leave this complaint as resolved for now unless we continue to get the run around and no progress. 
  Sincerely,
  
  ***************************

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In September of 2021 we contracted AquaDog Pools LLC to build a complete in-ground concrete swimming pool for ~$63,000. The pool was completed on 9/12/2022 and paid in full. We were told that there was a one year warranty except that the pool equipment (pump, heater, etc.) was warranted by the manufacturers. We emailed a list of warranty issues on 8/7/2023 (over a month before the end of the warranty period.) We have contacted AquaDog weekly for four months about this and AquaDog has yet to do any warranty work whatsoever. They are telling us now that the issues are past the one year warranty period and that code issues the county did not catch will not be fixed either.

  

  Business response

  12/21/2023

  Good afternoon,    

         We were at the customers house today. Here are our findings.

  1) The homeowner states that the thin pavers are not draining correctly. He is concerned with the mold that grows on pavers. I explained that it is common in this environment the heat and humidity that pavers get moldy and must be cleaned. I explained we would be happy to verify the drainage and pitch are correct. If there are defect we will be happy to correct.

  2) There are a few pavers that are cracked and we will replace them.

  3) There are a few pavers that need sand under neath them next to the sliders. We will make adjustments.

  4) There are sunken pavers by the handrail and ladder. We will remove those and repair. The rail and ladder anchors a little loose. We will tighten those when pavers are repaired.

  5) The Pentair ichlor salt system has a small leak underneath. I explained he needs to make sure there is nothing in the union or make sure the oring is not pinched. If further issues arise he can address with Pentair and they will repair or replace at no cost.

  6) He requested we raise the equipment level. We can do that at his expense. That is not a warranty issue, he has changed his mind regarding the equipment placement he agreed to. He did ask if we would change the screws to stainless steel. I did agree to that.

  7) He is concerned regarding a section of the pool bottom step that is 18"  above the floor. It is a very small section that begins when the floor slopes towards the deep end. There is ample space with a 12" riser to safely enter and exit the pool.

   

  Customer response

  12/31/2023

   
  Complaint: 20963048
  
  I am rejecting this response because:
  

  As of this date (12/31/2023,) nothing has been done to resolve my warranty issues.Therefore, I find that the business' response is unsatisfactory.
  
  The business lists the issues that they are stating that they will correct/repair. (AquaDog Pools LLC response items #1-5.) These items have not been completed or attempted to complete.
  
  Regarding AquaDog Pools LLC response item #6, what they failed to mention is that THEY changed my mind about the location of the pool equipment from the side of the house to near the end of the pool. They did not address the fact that their new location is at the lowest elevation point in our yard. Really it was AquaDog Pools LLC who changed their mind about where the pool equipment should be installed. I'm sure that the "new" pool equipment location saved AquaDog Pools LLC a substantial amount of money and left me with a high risk of flooded/ruined pool equipment.
  
  Regarding AquaDog Pools LLC response #7, this finding of theirs is just not the case.After measuring, I found that the bottom stair is an ~18" rise for ~2 and the rest of the stair is a ~16" rise. Local building code for pool steps is a 12" rise. I'm gathering information about what it would take to correct.
  
  Sincerely,
  
  ***********************

  

  Business response

  02/13/2024

  Good afternoon,

          We have met with the customer at his residence, he has been notified we will schedule repair on his paver. We are a very small business and we are doing our best to get our subcontractors there.

          As far as the pool equipment as stated before, the homeowner agreed to placement of pool equipment. We can relocate but it will be at his cost.

         Regarding the bottom step, we feel everything is within industry standards and it was passed per final building inspection by Lee County Building officials.

         Upon our visit on December 21st, **************** did tell myself and my project manager how much she loves her pool and she gushed about how beautiful it is.

   

  
  

   

  Customer response

  03/12/2024

   
  Complaint: 20963048

  
  I am rejecting AquaDog Pool's latest response because as of today, they still have done nothing to even attempt to make any warranty repairs. To be clear, they didn't come to our residence again. They're still talking about the one time they came, talked about what they would and wouldn't do and then they did nothing. 
   
  In their latest response, they only refer to three issues out of a list of twelve and state that they are refusing to do anything about two of the three issues they chose to talk about. We started requesting this warranty work seven months ago. Their last response states that, "...he has been notified that we will schedule repair on his paver." After seven months of nothing being done, I don't believe they are going to do any warranty repairs. 
   
  

  Sincerely,
  

  
  ***********************

• Initial Complaint

  06/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It's been over two years and they have not fulfilled their contractual obligation to complete the construction of my pool and have requested monies outside of the contract to complete the final work. Now the pool is filled with dirty hazardous water creating a haven for mosquitos. Every time I call they just give excuses.

  

  Business response

  07/14/2023

  Hello,

      I spoke with Ms ******* last Monday. We are in contract with ****** Construction.  We have not been working on her pool for 2 years. We excavated last June and are in the final stages. Next we have equipment install, pool cage and plaster.

  This has been communicated with Ms ******* as well as ****** Construction.

  Customer response

  07/27/2023

   
  Complaint: 20252387
  
  I am rejecting this response because:

  They keep claiming to schedule and finish the job and its been two weeks since we spoke because I made the first attempt to communicate and here we are July 27th and nothing yet has been done. I NEED DATES AND ACCURATE SCHEDULES AS TO WHEN MY POOL WILL BE COMPLETED!  

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

  

  Business response

  09/14/2023

  Please see the attached picture.

  The pool has been completed.
  

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