ComplaintsforAquaDog Pools LLC

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted Aqua Dog pools last April. They dug the ground in August and just this month they put the cage in and filled the pool with water. First issue, they put the wrong cage in, we paid extra to get a picture window cage and we got one with a beam in the middle(not replaced yet). They filled the pool with water but the pump stops working every day and we have to call them every day to send someone to fix it and on the last call they said they will not fix anything in the pool until we pay them the last installment of $14000 (already paid around $66000), but we are iffy about paying the last installment since we have the wrong cage and a pump that stops every day(don't know about the heater and the rest of the equipment yet). Moreover, they still need to install window sensors and have a final inspection with what we signed for. Our front yard and palm trees are dead because of how long it took them to put the cage and we have to pay extra for that and we think they should be partially responsible. We would like to know what are our options to make sure the pool is completed before we pay the final bill. If they refuse to fix and give us the product that we signed for, do we have the option to not pay them the final installment and go with another company to finish the pool? We would appreciate guidance on this matter as we feel that once we pay we will never receive the service. They were so unprofessional in their dealing with us and the association that the association is recommending to the residents not to use their services(they gave the association a very hard time fixing a pipe they busted in the neighbors yard and took weeks to respond to anyone about the matter).

  

  Business response

  06/01/2023

  Please see attached photo of pool completed.Per our contract payment is due once the pool is completed.************* let us know on 5/30/23 there was an issue with the pool pump. We went out and restarted it.The next day it came unsynced again.   On 5/31/23 at 11:30 am we had a service tech on site to troubleshoot the pump. There was an issue with the communication wires that was causing the pump to come unsynced, this has been repaired and the pump is operating. ************* had communicated to us on several occasions he would be making final payment, that has not happened. We have window alarms being installed today 6/1/23, and final inspection tomorrow 6/2/23. As far as the screen enclosure, the back wall was ordered as a 40' picture window opening. Our screen company installed a full picture window cage on all three sides. This is a large upgrade cost that we did not pass on to the *******. They are scheduled to switch the beam out to make it all open on the back and will be installed as it comes in.This is a punch list item.

  As far as the irrigation pipe that was damaged, it is clearly stated in our terms and conditions that we are not responsible for underground utilities and irrigation systems. We did pay ********** to fix the pipe as a courtesy to the customers.

  I am sorry if the community feels it is necessary to say negative things about our business, we have completed many projects in ********************** which was managed at that time by the same company.

  There is no reason for the ******* to hire another contractor to finish a pool that is complete. ************** is concerned that if they pay the final we won't install the window alarms and rectify the punch list. We can also argue that if we do these things will they make the final payment? ************* has told us three times the final would be paid and it is still outstanding.
  

  Customer response

  06/02/2023

   
  Complaint: 20125268
  
  I am rejecting this response because the contract has not been completely fulfilled and here's my explanation. I had a phone conversation with a very disrespectful gentleman from Aqua Dog on the morning of May 31st(I was told he is the owner).I was trying to explain to him that the pump wasnt working again. They had tried to fix it twice and it kept stopping. He insisted that it is working and that I am not competent enough to understand how a pump works with different settings,but obviously I was correct because they had to go and fix a wiring issue.  He also told me very clearly that he will not be fixing anything in our pool until we pay him but I cannot pay for something that doesnt work and I had lost faith in that company months ago. They want their money promptly but they dont do the work promptly. They dragged their feet for 11 months to deliver a pool, giving ** false dates to keep ** quiet then never sticking to those dates, ignoring our phone calls and being extremely rude. We signed with them in April, 2022 and they dug in August, 2022 so I dont know how they work but evidently not efficiently because they kept blaming the delay on everything but their lack of planning.  I expect them to pay for the front yard grass and the palm trees that died because of how long the project took. Any respectful pool company delivers within 6 to 8 months. Our contract explicitly says a delivered product which includes a passed inspection and all components delivered as per the contract.  We are more than willing to pay half the last installment and the remainder when the cage installation is corrected with the picture window on the water front as per the contract.  I will send them an invoice and I expect them to pay for the trees and the extra pellets of grass that I need to fix my front yard. We are responsible for the sides where the machinery went through but not the entire yard and trees because of their lack of planning.  
  
  Sincerely,
  
  ***************************

  

  Business response

  06/02/2023

  **************, We have passed all inspections as of 8:30 this morning. We will correct the cage once final payment is received. This is a punch list item. Our contract terms and conditions clearly state that we are not responsible for irrigation and landscaping. The pump has been functioning since our service tech was there on Wednesday.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a contract with this pool company for 11 months. I have a cement base with coping and now footers. I have not been able to use my home for quite some time. They never tell the truth and never show **. In 11 months they have been there probably less then 10 times and most times only half days. I had an issue with cement guys dumping cement on my road, called this company and they said they couldn't do anything about it. I had to pay neighbors to scrub cement off the street because other neighbors were tracking cement on their pavers. Also when I gave them the job ********************* promised to have the job done by Christmas. We are three months past that and not even close to being finished. I want the job done and I am seeking compensation for my aggravation and promises unkept.

  

  Business response

  04/07/2023

  This is in response to the complaint filed by *********************.

           We were contracted mid June to begin this pool project. I sent the file to my engineer for the drawing. Once that was received I requested the site plan, the one I was provided by *************** did not have the correct topography. The **************************** requires a drainage plan by a civil engineer. It took us until 8/25 to receive the correct plan to send for the drainage plan. The plan was drawn up and submitted to the City of ****** 9/19, we had to have the civil engineer make some corrections. Those were submitted 10/6 and the permit was issued on 10/28. We began construction the first week of November. I had been in constant contact with *************** regarding all of this information.  When she had signed I told her that we would do our best to complete the project by Christmas, not promised.At that time we did not know there would be a devastating hurricane in our area that slowed all production for weeks. Also, there is not anyone in this company by the name of ********************* so I am not sure who she is referring to. I have always been upfront and honest regarding the fact that we are a small family owned and run business.

  As of today, we have refunded *************** the $300 she paid to have the concrete washout cleaned up. We are also working on installing her pool decking and will have that completed by next week. At that time she is welcome to have her have irrigation and landscaping restored. We have every intention of finishing her project as accurately and quickly as possible.

  
  
  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We used their service for years. Service went downhill terribly. We always paid them yearly. We paid $1047.00 on 8/2/2021. We ended service with them the last week of Oct 2021. They have owed us a refund of 9 months worth of service fees since 11/1/2021. I have called at least 2 times each month requesting our refund. I keep getting told " they are working on it". Now they dont answer the phone and I have to leave messages.

  

  Business response

  04/01/2022

  Consumer Response /* (2000, 11, 2022/03/28) */ Aquadog Pools has issued a check for our refund. I have cashed it and it has cleared the bank. ( I just checked to be sure it cleared) They sent me a nasty text message before issuing the check. Since we have received the refund, the case is resolved but their behavior shows a huge lack of professionalism. ***** **********

*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. ↩