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Complaint Details
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Initial Complaint
08/13/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Pool was resurfaced in July 2021. In July 2023 noticed that the surface is separating / deteriorating. Left over 6 messages for the company answering service over the past 8 months but can only contact them via an answering service and left 2 messages via their contact on line. To date there has been no response.
Business response
09/05/2024
We do apologize for not replying immediately but Aqua Doc Pool Clinic is no longer in renovation business and have completely closed the department. For any issues pertaining to any equipment or materials, please contact manufacturer.Initial Complaint
11/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Aquadoc contacted to repair pool. There was an air leak (which I found was from a faulty motor gasket). Tech cam out a changed a newly repaired section of pvc that was NOT leaking using electrical conduit (gray). These are different diameters than pool pvc so within 8mos to a year, it began leaking. When aqua doc was contacted to advise and request repair of their mistake, they avoided my calls for 2 weeks and finally advised that their techs were unable to address the issue. Not only was the customer service pathetic their techs apparently are ignorant to pool repairs.Business response
11/15/2023
We're sorry for the issues and inconvenience to the homeowner. We have communication logs of the calls from the homeowner with our team. The homeowner was able to speak to a member of our staff with each call. We take these issues seriously and will investigate any potential workmanship issues.Initial Complaint
05/26/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Date of Transaction 4/28/22 The job was for the rejuvenation of the in-ground pool As I told the representative who sold us the project we chose the company because he told us the company had been in business for over 30 years.. Amount paid to the company $3,663.90 for down payment I cancelled the work on 5/23/22 The reason I cancelled was I got some information from people in the pool business that what the Company claimed was not true. The Company claimed to have over 30 years of experience but the business has changed hands several times. The Company claimed to have an A+ rating, which is true, with a 5 star rating which is untrue.Business response
07/14/2022
Business Response /* (1000, 9, 2022/06/28) */ This customer was upset they cancelled their project with us and were not contractually entitled to a refund of their deposit. We agreed to return the deposit amount to satisfy this customer complaint. Note that their signed legal contracts state there is a forfeiture of deposit as a result of a cancellation. This is due to our lost revenue from scheduling and material costs. This refund should resolve the core issues of their complaint. In regards to the complaints related to our brand messaging. Aqua Doc has been in business over 30 years. We also have an A+ BBB rating: https://www.bbb.org/us/fl/englewood/profile/pool-contractors/aqua-doc-pool-clinic-llc-XXXX-XXXXXXX and our website messaging reflects this.Initial Complaint
05/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have hired a Aqua Doc Pool Clinic to refinish my pool. The job was scheduled to be done the earliest in November, 2022. I have sent them a deposit of $2,800.00 on April 4, 2022. On May 2nd, 2022 I have informed them that I want to cancel the project, because we've decided to demolish a pool and build a new one. I have requested the refund of a deposit. The general manager, Becca G. refused to do so, arguing that I have signed a contract and according to a contract the deposit is unrefudable. The proposal said nothing about a unrefundable deposit. I find it very unfair. $2,800 is a lot of money for me. It is not a good business practice. My main argument is that I have informed them a 6 month before the job was scheduled to be performed. I would appreciate your help in solving that issue for me.Business response
06/02/2022
Business Response /* (1000, 5, 2022/05/16) */ Please note the signed contract from the customer. Page 4 number 6 states that the deposit is non-refundable. This is a signed agreement between us and the customer, in which they signed and agreed to the terms of the contract. Project cancellations result in a loss in revenue for us, as we need to adjust a construction schedule and timeline accordingly. In good practice, we offered to apply the paid deposit to a new deposit amount for their new construction project, in lieu of their renovation construction project. Consumer Response /* (3000, 7, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, I did sign a contract. But, in a proposal, there was nothing about unrefundable deposit. I just assumed, that signing a contract is a form of accepting the terms of proposal, the scope of work and a cost. It is a simmple job, plastering a walls, nothing else. It doesn't require any complicated technology and/or equipment, no custom made product/materials, no special design, it doesn't require ordering tools and/or material months in advance, etc. In addition to that, my job was not even scheduled. !!!. I was told, that the earliest it could be done was some time in November or December. And that is my point. I cancelled 6 months before the job might have been done. Aqua Doc did not have ANY costs or business disruption as a result of that cancellation. I am an enterpreneur myself, I couldn't belive the response I got from Aqua Doc after my cancellation notice. Is that a good business practice ? Is that the way to build a respectful and succesful firm ? I would prefer to resolve the issue without going to the court, which would result in costs to both parties. I am willing to pay a flat $500 to Aqua Doc as a compensation for "business disruption" and I am expexting to get a $2,300 refund. If not agreed, I will be taking the case to the court.
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