Complaints

This profile includes complaints for AquaBlue Pools Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AquaBlue Pools Inc.

  null Kailua, HI 96734-2205

  
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  AquaBlue Pools Inc.

  PO Box 1164 Kailua, HI 96734-1164

  

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:10/24/2023

  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.

  I'm filing a formal complaint against Aquablue Pools Inc., and its owner, *************************, regarding the unsatisfactory work performed on the regrouting of my pool. On 5/5/2023, I received a proposal from ****************** to regrout my pool. The proposal outlined a cost of $6,000, excluding taxes. I signed and returned the proposal on 5/10/23, along with a 50% deposit of $3,000, to secure a time slot in early June for the work to be completed. The work was performed during the week of 6/5/23, and on 6/9/23, upon inspection I noticed significant discrepancies in the completed project. I expected that the grout color would be restored to its original aqua color however, I discovered that a gray color grout was used instead. On top of this color mismatch, there were large blotches of dark gray intermixed with light gray throughout the floor and steps of the pool. Additionally, I noticed that 13 of the original tiles along the waterline were replaced with tiles that were of a different design and did not match the original ones. I notified ******************, who agreed to inspect the pool on 6/10/23. During this meeting, he admitted that he replaced the 13 tiles because the original ones broke during the power washing process and that he couldn't find tiles to match the original ones. He admitted that he should have consulted with me regarding the replacement tiles and grout color I desired before replacing the broken tiles and regrouting the pool. He assured me that the dark gray blotches would lighten over 2-3 months with regular brushing, and if the blotches didn't improve, he would personally address the problem by brushing it along with his workers. On that basis and in good faith, I paid ****************** the balance of $3,282.72 at the end of his inspection. After several months of diligent brushing by my pool maintenance servicer, the dark blotches remain. On 9/23/23, ****************** inspected the pool and offered to regrout it but insisted I pay for the materials, which will not.

  Business Response

  Date: 11/02/2023

  Mr. *** initially called us to perform a leak detection. When we showed up for the call, the pool was algae-green and extremely dirty. In order to properly and effectively perform a leak detection we had to treat and clear the water. We asked Mr. *** to pay for the chemicals used for that pool cleaning and he did.
  While performing the leak detection, we noticed grout was missing in multiple areas/unevenly throughout the entire swimming pool. We recommended that the pool be regrouted to prevent tiles from falling off. Through closer observation, the pool also had tiles that did not match the original on one side of the pools waterline. Mr. *** requested for us to move those mis-matched tiles to the opposite side of the pools waterline so that they would no longer be obviously visible but instead,hidden from plain sight.
  When it came time to perform the pool regrout, ************ pool was once again algae-green and filled with debris.Aquablue Pools Inc. chemical washed the pool and performed cleaning at no extra charge to Mr. *********** fact that the pool was filled with green algae and debris is a sign that this pool has always been neglected from maintenance and the proper care of balancing out the chemicals/PH-Alkalinity and chlorine. When the chemicals are out of balance *especially left for long periods of time, the grout will fall off. Additionally, If the grout is colored any unbalanced chemicals within the pool will cause the color of the grout to bleach/fade away.
  The color on the old grout was a gray, blue and green. This was most likely to have been caused but chemical bleaching and improper care.
  
  Before regrouting, ************ pool was pressure washed to remove debris and loose grout that would inhibit the process of applying the new grout. At the top of the pool wall/waterline there is a crack behind the existing tiles (house side). The tiles over this crack were cracked and loose. They fell off during the process of pressure washing.
  These tiles were replaced with different tiles because the existing tiles are long outdated and no longer available
  It didnt seem to matter because Mr. *** already had mix-matched tiles to begin with.
  Aquablue Pools Inc. does have before and after photos of the work done which can be provided upon request.
  Aquablue Pools Inc. tried to come to an agreement with Mr. *** to help with the grout color situation.
  I ************************* (President of Aquablue Pools Inc.), took the time to meet with Mr. *** and proposed for him to purchase his desired grout color, and to bring it to the job site for me to install. Mr. *** agreed and said he would call me when the materials were on site. However, I never received a call back from Mr. **** Instead, I received this BBB complaint and without my knowledge Mr. *** changed his mind about our agreement and is requesting for more than we agreed to in our prior conversation about the grout.