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:01/29/2024

  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.

  Purchased a pool and spa to be constructed in May 2021 they began construction. Completion of the pool was in September 2021. We discovered a leak in November that was in the bottom drain and the builder was notified. They have yet to contact us but an email or phone. We had the repair done at our own expense as this is a important health need for my husband to use in his back recovery. The company we used completed the job on Jan 4th **** and have not had any issues since the repair. The cost was over $1500 + $395 for the investigation of where the leak was in the pool system.

  Business Response

  Date: 02/13/2024

  Hello ****,

  
  I wanted to personally reach out regarding the concerns you have raised about the leak in *****************.

  
  Firstly, I would like to thank you for your patience and for bringing this matter to our attention. After thoroughly reviewing your case, I can see that we have engaged in multiple service visits to address the issues with your pool, as shown in our records.

  
  On 11/10/21, we were made aware of a significant water loss, and we promptly investigated, resulting in repairs being sent to our specialist, ******, for immediate attention.

  
  Our records also indicate a service visit on 11/18/21, where we addressed a concern with the interior finish spa main drain that was causing a leak, and on 2/1/22, where we conducted leak detection services. Each of these instances was met with swift action to diagnose and resolve the problem areas. The efforts to remedy the situation included cutting around the main drain (MD), sealing with hydro, and then patching to ensure the integrity of the pool's structure.

  Checking our records, I do not see where you have attempted to contact us other then this most recent notification of the issue, which ***** has been communicating with you on.

  
  We understand how important it is for you to have a fully functional pool, especially considering the health needs of your husband. It is regrettable, however, that despite our immediate and comprehensive service responses, you continued to experience difficulties.

  
  Please note that while our warranty covers product defects and construction quality for one year from completion, there are external factors that can impact the longevity of a pool's condition. These include pre-existing ground conditions, the critical balance of pool chemicals, and changes in groundwater levels, which are unfortunately outside of our control.

  
  Given that the repairs fall outside the warranty period, we are limited in our capacity to cover the costs incurred post-warranty.

  
  Thank you for your understanding.

  
  Warmest regards,
  ***********************

• Initial Complaint

  Date:09/09/2022

  Type:Product 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 contracted with Agua Pools and Spa, aka Agua Pools, on September 23, 2021 in the amount of 95,000. There were additional addendums to the contract for a total price of 108,835. The salesman Bill J***** failed to provide us with an itemized bill and refused to return our calls since we paid the initial deposit. He charged us $5K for the micro dig but used large machines for excavation. Agua Pools collected all of the payments in installments and failed to deliver on work that was promised. The final payment that was made on made on May 13, 2022 right before the plaster finish was to be installed. Shortly afterwards, Agua Pools and their owner Randy B***** stopped all work on the pool. I had to engage outside contractors to complete the work which was to be completed by Agua Pools under contract. Even now, there are several issues with the pool which need to be fixed. I have tried to work with Randy, but he is an extremely rude person who resorts to personal attacks in his emails. I wish that I had never used their services, but they should not be allowed to scam customers like this.

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/12) */ This customer sent an email to AGUA pools as soon as we plastered the pool stating that no one from AGUA pools was allowed on his property, and to consider this notice that any one would be arrested trespassing on his property. At that point I (Randy) the owner did so instruct my staff to never return to this address. It's amazing how this super special case of a client left that out as they were serving up there AGUA pools bashing to the bbb. I can in fact send the email to bbb however that would directly identify this X client. There pool is complete and beautiful. Finaled by the county and paid for. As far as there 95,000 or 108,000 business with AGUA pools goes I truly wish they would have chosen a different builder as they are super not cool peeps ! AGUA pools is a great company building 350 pools a year and making 99% of them happy, never mind we are still building in 6 to 8 months from contract on typical builds, we strive daily to improve our services and better serve our happy customers. Sorry if a few cases a year get away from us and we're not a good fit 100% of the time. That I apologize for. But if your gonna take the time to reach out to bbb Atleast tell the entire story. Leaving out your napoleon syndrome trespassing email was really tacky of you don't you think. Trespassing your contractor will assure that no punch items get addressed, no service work is performed and no warranties as we can not complete any arising issues. And they trespassed AGUA because they said we took OUR extra chemicals with us when we were done balancing there pool. As a business owner I want to thank the bbb for being there to listen to people like this spill there one sided stories. The bbb should get a raise , actually, I wonder if the bbb started charging $50to file a potentially misleading complaint exactly how many people would ever reach out to them. Instead they try to charge the hard working businesses to be a member of there non authoritarian pack. No disrespect bbb. But this customer did warn you about the owner that lashed out. I'm proud of our 100 employees and proud to be apart of this great pool company, As I close I truly mean no harm but do enjoy the opportunity the bbb gives us to return and them publicize a business owners side to a unhappy customer complaint, some actually have a point and we learn from our mistakes. This particular case is total*** and the customers them selves argue about everything daily. One sends and email saying they sky is blue and sunny, the other says it dark and gloomy. To this customer I will say. Please just enjoy your pool Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The builder is going to justify reasons for not completing the job. In this case, blame us because we requested (only after the screen enclosure was complete) to either schedule with us before coming to the job or to let us know by simply ringing the door bell, as all other contractors do, as a courtesy. This will allow us time to ensure that our large breed dogs are not in the area. I'm including a copy of the email communication with this response so BBB can review the reason which was clearly communicated with the builder. The builder has the hubris to continuously boast about the quantity of pools that they have built. Quantity does not equal quality. One of my complaints was that the pool water was not balanced and my suspicion was true. The day after the pool technician visited our home and yes took the chemicals (from our premises without letting us know) there were issues with the water. I've included the receipt from the store which shows that the PH and chlorine were not balanced and required chemicals to be added. My suspicion was based on the fact that when I questioned the person from Agua who checked the chemicals regarding the reading and did not get a proper response. The person was also very arrogant which seems to be the culture at Agua from top down. I'm including a summary of the funds owed to me as a part of Agua for not completing the work, missing equipment and extra charges. Agua charged extra in the contract for "micro dig" which is access limited to 5 feet. It was explained to me from the salesperson, Bill J*****, that they would have to smaller machines for excavation which would take 2-3 days vs 1 day for the larger machine. We agreed to this because we did not want Agua to encroach on the neighbor's property. They used the CAT 306 which measures at 77" in width way more than 60" for which they charged us a premium. The excavation was completed in half a day. I've included pictures of the machine and the 5' access clearly marked on the plan. This caused additional damage to the downspout and fencing and damage to the neighbor's yard. I've also requested parts for the Pentair bubbler from Agua which they failed to deliver. This request like others were ignored. I had to purchase this and other parts which were supposed to be provided and installed by Agua. In my email to Randy, I did mention that the installation was not complete (see attached file) and listed out the outstanding items which he refused to complete and I had to get outside contractors to finish the work. The response by Agua is inaccurate, the pool still has not passed final inspection. I have in no way hindered access to the pool for the workers or the inspectors. In fact, just yesterday the inspector came to do the inspection on the screen enclosure. I've included an invoice for Agua and if they are willing to pay the sum of $8,894 and repair one corner of the pool where tiles are not installed properly we can close this case. Taking payment for customers and not completing the work is bad karma. Business Response /* (4000, 9, 2022/09/14) */ Our pool permit had a final inspection with final approval on July 8th as I stated. This can be confirmed just by looking at st Johns building dept site. I do not have the will or want to argue or discuss this. Look it up. All the things you claimed we did not do would have been done as they are on the 100s of other pools we build that do not threaten trespass against my staff. Do whatever ever you like with your time please. But you've heard my last comment. Obviously there wil be no resolution or compensation with this customer from my company. This pool is completed, finalized by St. John's and we have no intentions of revisiting this address. Consumer Response /* (4200, 11, 2022/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Agua sent an employee to my home on a holiday (memorial day 5/30/2022) when their offices were closed. This visit was not scheduled and the person did not even ring the bell as a courtesy to let us know they were there. Not only that they took the chemicals which were required for my pool without permission. This person should not have come on a holiday when their offices are closed, period! I had mentioned this to Agua previously to let us know by ringing the bell and not to just enter the premises. They constantly ignored this request, hence I had to use strong language to get them to comply. The owner is going to use the "trespassing" as an excuse to not complete the work. The fact is there have been Agua employees to my home (after 5/30 when Randy ordered stoppage of work) to complete some necessary tasks which were outlined in the failed inspection. So the trespassing as an excuse to not complete the outstanding work has no merit. I am out significant amount of money on top of what I have paid Agua. I'm asking that they do the right thing and reimburse me for my expenses.