ComplaintsforAquatic Solutions, LLC

• Initial Complaint

  06/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hired Aquatic Solutions to open my swimming pool for the season. Charged us $2183.12 more than double we have ever been charged with companies that know how to open a pool like ours. I was OK with paying for the price if the service came with it. Upon Aquatic Solutions leaving and me coming home there were noticeable issues all over the place: -Could not use automation of the pool appropriately as handles were put on backwards and the switches on the valves were not properly sequenced. An example of this is we hit the hot tub to come on and it completely drains the hot tub of all its water. -Granite corner broken on slab. This was not like this up to a week before the opening as we had a bad wind storm and that part of the cover became flipped into the pool. -Bubbler valve cannot shut off -Pumps were never tested. I found over 8 leaks in the pump room. Most of them were unions. -There are 2 compression valves on the Polaris pump that were leaking. -There were 2 check valves (one way valves) that they take apart for winterization that were leaking. -Lastly, there were 2 leaks on the pool heater (I don't fault them for this leak). They did send someone for adjusting the issue with the hot tub leaking, however that was it! To date (and we are now at a month and a half out) I have sent multiple Emails to Natalie G***** who works in their office and tells me Matt J****** the owner needs to make all the decisions regarding this. My phone number has been on every Email for him to contact me directly and he has been looped into Emails. There has been NOTHING from him. He called my wife one time regarding scheduling the service tech, however has not acknowledged any communication with me at all. I want resolution to this issue as I have been more than patient and polite to everyone involved with the situation. I have never felt taken advantage of like this in my life by another business.

  Business response

  06/13/2022

  Business Response /* (1000, 10, 2022/06/13) */ In response the information received from Mr. ***** *****, please consider the following. Mr. ***** is correct in his assessment of the pool opening and contacted Aquatic Solutions immediately following that service on March 31, 2022. On April 18, 2022, and on April 22, 2022, Mr. ***** was provided two separate services at no charge to assist in addressing his valve positioning issues. The follow up notes from the service on April 22 nd indicate that two parts (a diverter valve and the 2inch plumbing tee associated with the ******* line) should be replaced to further correct the issue of the spa draining into the pool. Mr. ***** has placed responsibility for the broken granite on Aquatic Solutions. After careful conversation with all members of the service team that were present at the pool opening, each team member recalled seeing the piece of broken granite on the corner of the bar, but no one recalled any activity or object that could have possibly caused this damage. As this is our busiest time of the year, I will concede that Mr. ***** did not receive a timely response. I will refund the $654.00 in labor for Mr. ***** pool opening and without acknowledging fault, $1500 for the granite. The balance of the pool opening invoice constitutes materials and chemicals, approved by the customer and received in good condition and used by the customer. Consumer Response /* (3000, 17, 2022/06/27) */ ***Document Attached*** Please find the attached Email dated June 9th 2022 in which the owner of Aquatic Solutions states, "I wish that we could mend the bridge that I have burnt but I do understand your position. You guys have been customers for a long time. I take full responsibility for how this professional relationship is ending. I will be sending you a check today for the 1500.00 to repair the granite plus any labor charges incurred from the pool opening and subsequent service calls." Today is June 27th and the check still has not arrived. This runs in line with my complaint that there is no action ever taken by Aquatic Solutions to right their wrong. In turn, the offer by the owner (Matt J******) is unacceptable. In all past years my total pool opening has cost under the balance Aquatic Solutions is claiming they spent in material. This amount of material ($1529.12) also more than quadruples the amount of chemicals we use for the pool on a annual basis (April-October). I have no problem conceding to the price of the material if what Matt J****** is stating to be true. Given their current course of dishonesty and rhetoric which is followed by no action, I would like a list of the materials used for the pool opening in which I will take the the company who did it in the past for comparative analysis. Lastly, I formally demand that Aquatic Solutions send certified payment in the amount prior promised by this Friday June 1, 2022 to the address of ********************, Ijamsville, MD 21754 Consumer Response /* (3000, 22, 2022/07/06) */ I have formally files a COMPLAINT with the MHIC whom regulates the state contractor license given there has been no action from the business. I will also be filing a claim with the Maryland Guaranty fund. The State has the power to force a response and corrective action through the business or will leverage penalties/licensing. This business continues to avoid their responsibilities and written promises. At this point in time this claim will not be satisfied unless $2183.12 plus $1500.00 ($3683.12) is reimbursed to me. Given I have the means to take this as far as necessary I will file a civil suite against the business should they not reimburse the funds in whole.

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