ComplaintsforAqua Marine Pools of Louisiana, LLC

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Pool was Installed from April 4th to April 14th, my sales associate was Zack ******. We paid for our pool according to the contract, About 80,000.00 and did not finance it. During the installation of the pool I reported to Zack the following issues as they occurred in the install process: Adhesive around parameter, waterline of pool from the coping Filter pressure indicator not working Scratch on sunning area Scratches where jack landed in the pool A second hole was dug in the yard for the dirt to do concrete work As apposed to hauling off the dirt from the pool dig, they spent hours packing it into the ground which raised the ground level to higher then the concrete slab causing a significant issue for water drainage Zack assured me this was normal and the pool would be completely cleaned for me and the scratches would be taken care of. After the concrete was poured Kyle was sent out to do a “Pool School” and clean the pool, he struggled getting the vacuum to work and ultimately did not get the pool cleaned. He was dispatched several more times and the pool was not getting cleaned. Vacuumed and Vacuumed with out progress. To this point no chemistry was added to the pool, it was apparent this was not going to work so I had the water tested and started cleaning the pool myself, soon I discovered buckets of rocks, tree roots and buckets of dirt. It took 2 weeks of effort and over 200.00 in chemicals to finally get the pool cleaned at my expense with my labor. On April 17th Zack stoped responding to all calls and text Called AquaPools and got in touch with Denise then Zack started responding again. We never had a clear point of contact with AquaPools thru the entire process, I assumed it was Zack our sales associate until he stoped responding. On April 18th received the following message from Zack ****** which did not happen:

  Customer response

  06/14/2023

  Pool was Installed from April 4th to April 14th, my sales associate was Zack ******.  We paid for our pool according to the contract and did not finance it.  During the installation of the pool I reported to Zack the following issues as they occurred in the install process:
  
  Adhesive around parameter, waterline of pool from the coping
  Filter pressure indicator not working
  Scratch on sunning area wet aerea
  Scratches where jack landed in the pool
  A second hole was dug in the yard for the dirt to do concrete work
  As apposed to hauling off the dirt from the pool dig, they spent hours packing it into the ground which raised the ground level to higher then the concrete slab causing a significant issue for water drainage
  
  Zack assured me this was normal and the pool would be completely cleaned for me and the scratches would be taken care of.
  
  After the concrete was poured Kyle was sent out to do a “Pool School” and clean the pool, he struggled getting the vacuum to work and ultimately did not get the pool cleaned.   He was dispatched several more times and the pool was not getting cleaned. Vacuumed and Vacuumed with out progress.   To this point no chemistry was added to the pool, it was apparent this was not going to work so I had the water tested and started cleaning the pool myself, soon I discovered buckets of rocks, tree roots  and buckets of dirt.  It took 2 weeks of effort and over 200.00 in chemicals to finally get the pool cleaned at my expense with my labor.
  
  On April 17th Zack stoped responding to all calls and text 
  
  Called AquaPools and got in touch with Denise then Zack started responding again.
  
  We never had a clear point of contact with AquaPools thru the entire process, I assumed it was Zack our sales associate until he stoped responding.
  
  On April 18th received the following message from Zack ****** which did not happen:
  
  “Good morning sir, I spoke to Josh and he’s going to come out tomorrow afternoon to clean things up and Kyle will be in touch to schedule a run through of the equipment, etc. ????”. Only Kyle was sent out and his efforts did not resolve anything.
  
  Josh (Apparently the service manager) never showed up thru the entire process, he called on a few occasions and once he realized our pool was not financed (So funds could be released) we were basically ignored going forward.
  
  On April 19 Denise reported she was reaching out to Mr Naras who never returned a call
  
  An April 19th Denise reported Josh would come out and he never came
  
  On April 20th I asked Denise who was the customer service manager and never got a reply
  
  On April 24th warned Zack about a Negative BBB Review in advance hoping to get issues resolved to no avail
  
  On April 24th send Josh pictures of lifting Jack in the pool and complete issues list
  
  Josh advised “Once the water in the pool warms up the adhesive will melt off”
  
  On May 1st reiterated the issues list to Denise, no response
  
  On May 1st Zack ****** reported: “I’ll have someone come out and get you fixed up, sir. Someone will be reaching out to you shortly????”
  
  On May 3rd asked Zack ****** to simply set expectations on when I can expect the following issues to be resolved:
  
  Adhesive around pool
  Scratches from where jack landed in pool
  Vacuum pressure gauge
  
  No date was given to me for a resolution, Josh called and agreed to action before the end of the month
  
  May 15th reiterated the issues list to Denise, no response
  
  May 15th Joshua reported: “Claim is In with AVIVA. They’ll send technician to buff scratches out”
  
  As of June 9th, 2023 we completely paid for our pool and are left with the following issues:
  
  Adhesive around pool, baked into the fiberglass (And guess what?  It did warm up and the adhesive is still there)
  
  Scratches from where jack landed in pool, then more scratches where the associates pulled the heavy jack out of the pool.
  
  Vacuum pressure gauge
  
  Lots of broken promises, Additional Expenses.  At this time I would like to ask for a 15 percent refund on the pool for the work I performed and the work that still has to be done to make the pool right.  I have clearly given them enough time to resolve the issues to no avail

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