ComplaintsforAloha Pools & Spas of Paducah

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Aloha came and fixed a leak in my liner over the summer in which they had come a couple times before and did nothing...it was either too cold or they could not find anything and even one of the guys "stripped down to his underwear" "we have pictures" because this was ridiculous and so uncalled for, he did this in front of my mother as well as neighbors. We continued to tell them that we felt as though the leak was coming from around the step area, because when they had opened the pool the time before the guys just "threw the ladder over the side" instead of slowly putting it in like it was supposed to be done. I called numerous times about the problem I was having with my water leaking out "ALOT" I could not even begin to know how much money we spent on water having to continually add water because of this; however it still it continued to be an issue. Their customer service is terrible and I would not recommend anyone buying anything from them. Finally a couple guys came out and patched a leak which they found over by the steps, which was something that they had caused of course when opening the pool before as I had stated! There is bubbles and wrinkles in my liner something terrible due to this problem, I asked the guy if that would straighten out or if there was something else that they needed to do to fix that problem, he proceeded to tell me that it would straighten out on its own....well of course that did not happen, my liner still has bubbles and wrinkles in it something awful and trust me, my pool is not very old at all and is well maintained and taken care of on my part not to mention the liner is still under warranty and there is not reason why my pool should look like it does if they would just have done their job from the start. Now they are even trying to charge me $250.00 for patching what they caused as well as the mess that they have made of my pool. With the price I paid for my pool, I have had more trouble with Aloha than I should have.

  

  Business response

  10/30/2023

  Please see my response attached. What I had written exceeded the maximum characters allowed so, I just saved as a ***** ********* *********** ************

  Also attached are the invoices and service orders mentioned in my response.
  

  Customer response

  11/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I have attached my response due to the fact that I was not allowed enough characters for my complete response here.

   

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

  

  Business response

  11/10/2023

  I still have no idea why she rejected my response where I offered to
  clear her balance out with us. We have detailed notes for every single
  call that was made to the store and who took the call. We also have
  detailed records showing each time we attempted to call *** ******* with
  no answer and no call-back. With above ground pools, 90% of the time,
  if they are to develop a leak, it is typically under the step/ladder due
  to people getting in and out of their pool over and over and over
  again. They make, and we sell, ladder / step mats. They are not
  mandatory, they are an item that someone may purchase to help keep the
  step and/or ladder from causing damage to the liner. We have detailed
  notes for all of our customers that are generated in our database and
  the leak was first mentioned to us on 12/9/2022. She spoke to ***** and
  he noted that in the system. Furthermore, there is no warranty regarding
  leaks in a vinyl liner. They make, and we sell, vinyl liner patch kits.
  Prior to that call on 12/9/2022, the only issue we have in our records
  is that on 9/30/2020, that they needed a new seal for their pump (which
  we replaced, no problem, no charge as that was under warranty). I'm not
  sure how that is us not standing behind our product. Also, *** *******
  experienced an issue with her $700 salt cell which again, we replaced at
  no charge. Again, this is another example of us standing behind our
  product(s). We made numerous trips to find the leak and even having our
  guys get in freezing cold water (to which she throws in our face in her
  initial message). This is an example of us going above and beyond to try
  and take care of an issue that isn't a warranty type of an issue. This
  "leak detection and repair" is the invoice *** ******* owes.

  Customer response

  11/17/2023

  
  Complaint: ********
  I am rejecting this response because: Once again, this is not an issue of just not wanting to pay a bill.  This is an issue of having a problem with our pool leaking and continuing to cause serious issues after Aloha opened my pool in May of 2022 and caused the problems due to negligence.  As far as a mat under the steps, throughout this process of filing this claim this is the first I have ever heard of a mat.  The facts are that opening my pool they caused the leaking issues, and do not report the fact that I began calling that very afternoon about the problems that I have mentioned and that they literally let my warranty run out before fixing the salt cell problem and other issues, nor the times that they were supposed to come and never showed up or called.  Again, my pool has been taken very  good care of on my part and I should not be having these problems when it very few years old.  I filed this claim in hopes that the problems could be taken care of instead of us having to file suit about these problems, hopefully we can come to a resolution and again I am asking that the BBB help with this problem.
  
  Sincerely,
  
  ****** *******

  Customer response

  11/22/2023

  Better Business Bureau:

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

  Regards,

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

  

  Business response

  12/04/2023

  Better Business Bureau:

  In reference to complaint ID ********** my company is willing to participate in BBB Mediation.

  Again, I would like to state, for the record; the consumer's initial complaint was due to a $250 invoice that they do, in fact, owe Aloha Pools. However, I have already offered to waive this $250 invoice. Aloha Pools has already given the consumer a salt cell replacement that was not under warranty, cost of goods before labor was $729. For consumer to not accept this resolution, which was again, Aloha waiving the $250 invoice (and the entire reason they went to the BBB in the first place) is beyond me.
  

  Thank you.

  Customer response

  01/09/2024

  Better Business Bureau:

  In reference to complaint ID ********** , I agree to participate in BBB Mediation.

  Regards,

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

  

  Business response

  01/16/2024

  Better Business Bureau:

  In reference to complaint ID ********** my company is willing to participate in BBB Mediation.

  Thank you.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a 33 foot above ground pool December 2019. The purchase price was around $11,000. The pool was installed in June of 2020. We had issues from the beginning. I even put a hold on our account from the financing company due to problems. On installation, one of the first problems we encountered was that one of the crew members stated that he did not think there was enough sand to properly install the pool. Please note that the sand sat for weeks in the elements. It was partially washed away from rain and had debris in it. Another member noted that the liner was left in the sun too long. Our issues are that we have a stanchion that is bowed out and the piece that holds in the stanchion is broken. The bottom of the pool is not smooth at all and its as if there is a trench all the way around the inside of the pool. After the pool was upright, ***** the installer asked me if I knew anybody that worked at the fire department to help add water to the pool. I told him no but that I could contact the city water department. Water was already being added to the pool with a water hose. This is important to note because every time we get in contact with someone with the company, this is what they bring to my attention. We are not pool professionals. I trusted Lucas's judgement on filling the pool. It is very hard to get a hold of someone. We either get put on hold for a long period of time or the staff we need to talk to are always on lunch. My husband and I even went to the store and we still could not get an answer. We now have a leak in which I have to put water in the pool weekly. We also found what appears to be a clear patch on the bottom of the pool in which we can see sand. This patch is on the outside of the liner meaning it was placed on installation. We have 2 signed documents from 2 different employees stating our pool would would be fixed. We cannot get any straight answers. We need help to get our problems resolved/finalized.

  

  Business response

  09/14/2022

  Dear Ms. *******,
  Our stance remains the same as it was when I prepared the letter for you guys as well as when you spoke to **** last week. We are prepared to come and replace the support and the foot plate. I have uploaded a picture of the current foot plate as they made a change to their mold. Please let us know that you are ok with this foot plate as it will look a little different than the others. Also, we will bring sand to ensure that the bottom is re-troweled. Please keep in mind, that what you feel could be crawdad holes. If that's the case, and if the crawdads are still in the area, they will show back up and create the holes again. We will know for sure once we show up to re-trowel the bottom. Another thing to note with regards to keeping the freshly troweled bottom feeling nice and smooth is the manner in which water is added to the pool. Typically, homeowners always fill with their water from a water hose. Your pool was filled by an old style fire truck that just dumped water from a trough. That meant that gallons upon gallons of water was dumped directly onto the sand bottom in the same spot. Doing this will cause a crater in the sand bottom as again, the bottom is sand. So, the pool will need to be filled with your water hose and/if you were to get another water truck, they will need to fill with a hose taking care to not dump it all in the same location directly onto the sand bottom. Also, if there is metal on the end of their hose, they will need to take care to ensure the metal doesn't flail around while filling hitting the liner and rubbing against the liner as this can cause damage to the liner resulting in hole(s). Lastly, we will need your permission to allow ***** to come onto your property to handle the work as he is our primary above ground builder.
  
  We will await your response before proceeding. If everything is good, we will take care of this by the end of this month (September).
  
  Regards,
  *******
  

  Customer response

  09/20/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 

  
  Regards,
  
  ****** *******
  
  

  ---

  
  
   
  

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In ground pool was partially installed December 2021. I was told to fill it up to the bottom step & wait until spring for the finishing crew to come finish. I told ******* it was leaking & she said they would fix it in the spring when they came back. I've called & texted several times & they continued to ignore my concern so I drove to Paducah & they let me sit in the showroom for over an hour so I left. I called them back, talked to 3 or 4 different people, having to repeat my problems every time they transferred me to the "correct" person so I ended up getting a call from a ****" in service & he said they would be here July 5th to fix everything. They didn't show up or call to reschedule. I paid them over $47,000 & want them to come fix the leak, liner, light & pump plumbing leak & reimburse me for my excessive water bills & replace my 100" extention cord & water nozzle their crew took by mistake. I'd also like the salt water kit I bought or at least chlorine to hold me over until it comes in.

  

  Business response

  07/08/2022

  ****,

  I sincerely apologize that the outstanding issues have taken so long to resolve as well as the no-show, when our guys were supposed to get to your home to start to work on these issues. We appreciate you very much and I, for one, hate that you felt that you had to resort to this complaint in order to get the loose ends taken care of. I will admit, some of the issues I was unaware of, others have fell through the cracks and then one was out of our control. I am sending guys to your house today (July 8th) to start working on getting these outstanding issues taken care of. I hope that you will give us a chance to right the wrong and I hope that we can earn your trust once again. We will take a look at what is remaining after today so that there can be a schedule of the punch list of items that remain. We are committed in making sure we take care of every one of your complaints.

  Best,
  *******
  

*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. ↩