ComplaintsforAquatic Technology, Inc.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a commercial pool cleaner with an extended 3-year warranty from poolweb.com on May 29, 2024. I paid $7335.11 total for the Maytronics Wave 120 Commercial Pool Cleaner with a warranty. Poolweb states that they have a 30-day satisfaction guarantee, the pool cleaner comes with a 12-month warranty and I purchased an extended 3-year warranty.I received and began to use the pool cleaner on June 10, 2024. On June 19, 2024 the power supply for the commercial pool cleaner stopped working and would no longer turn on. I called Poolweb on June 19, 2024 and spoke with ***********************. She told me she could not help me and that I needed to call Maytronics. I was given 2 different phone numbers for Maytronics, but neither phone number worked.When I inquired about returning the commercial pool cleaner ***** told me that I could not because it had been used. I explained that their website says satisfaction is guaranteed with a 30 day 100% refund.***** said she would see what could be done and get back to me. On June 24, 2024 ***** said they could send out a new power supply and it would arrive in 2-3 weeks. On July 8, 2024 I received an email from Poolweb stating they expect the power supply to be shipped out from their warehouse around September 4, 2024. I called Poolweb on July 8, 2024 and spoke with *********************************** after receiving this email and explained that our pool will be closing in September and this would not work for me. I once again inquired about why I am not able to return this entire order. Can you please help me with this issue? I would like to return this item for a refund.

  Business response

  07/18/2024

  On 6/19/24, the customer reached out stating ********** supply is no longer working." On 6/19/24, I replied providing the manufacturer's, Maytronics, contact information stating that the warranty should be processed through them directly as they hold the original warranty. On 6/20/24 the customer replied that she was having difficulties getting through to the manufacturer. On 6/24/24 I replied with an alternate contact number and a link to the warranty process. Later in the day on 6/24/24 the customer stated that they were not able to get through still and I offered to send out a replacement power supply at our cost. Typically this item has a lead time of 2-3 weeks and this is what was stated to the customer. On 6/26/24, I let the customer know that a replacement power supply had been ordered. When we placed an order with the manufacturer for the replacement power supply, they informed us that the item is currently on back order and not expected to be available until September. We were able to procure one sooner through another distributor and have shipped this replacement out via ***** tracking# 277164116002. We have done everything within our power and policies to assist this customer. 

  Customer response

  07/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Ginger Woz

  Customer response

  08/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am requesting that this case be reopened. This company assured me that a refund would be processed once they received the defective pool cleaner. They confirmed with me that the pool cleaner was received at their warehouse on August 12th. I still have not received a refund for this product.
  

  
  

  Business response

  09/05/2024

  Where a chargeback/dispute was filed by the customer with their credit card company for this order, before the cleaner was returned, the money lies with the customer's financial institution. We are not able to refund further. 

  Customer response

  09/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am still not seeing a refund from this company for the pool cleaner I returned over a month ago. 
  
  I have requested from them some sort of documentation on this refund, but nothing has been provided. 
  
  I have been checking with my bank almost daily, and they still do not see any refunds pending on their end.
  
  I have attached my communication with ***** ***** from PoolWeb for your review.
  

  
  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Vacuum Pressure Gauge on 9/5/2023. Paid $98.18 plus s&h. Received the gauge shortly after. Upon opening, I noticed that this was not the correct gauge. We ordered a gauge that needs to do minus 30 psi for vacuum to 0 psi to positive 60 psi for monitoring pressure. I confirmed the packing slip had the correct information. The gauge I received did not monitor vacuum, but just **** psi. I contacted ********* through chat on the website and she told me to fill out a form for return. I explained that I still wanted the gauge we were supposed to get. Once I submitted the Return form, I received an email stating we had to pay to ship it back. This was not my mistake, so I contacted them over the phone. I don't remember the woman's name, but I told her about the situation and she said she would get back to me about it. It's been 3 days and I haven't heard from them. Based on the lack of interest with helping me, I am afraid that I am stuck with a gauge I never ordered and out over $100. We are a Government Contractor and we have a Surface Warfare Training Pool for the Navy that needs this gauge working properly to ensure safety, so it's important that we get this. It was their mistake, so I would just like the gauge we purchased without being charged to return, and call it a day. I would appreciate any help on the matter.

  Business response

  09/27/2023

  Good Afternoon, I apologize for the inconvenience. It looks as though the manufacturer, ******************** had sent the incorrect gauges. Unfortunately, this error was not caught by our warehouse team upon receipt or before shipment of this item to you. I am showing that a pre-paid return shipping label has been provided for return of the incorrect gauge for a full refund and a replacement gauge has been shipped out at no cost to you.

  Customer response

  10/12/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I already sent back their gauge, but I have yet to receive the replacement as indicated in their reply.  I did not want to close the ticket until that was completed. 

  Business response

  11/09/2023

  A replacement product for sales order SO630722 was delivered to ****************************************************** on 11/8/23 at 10:47am, signed for RRyan.  Proof of delivery is attached.  We believe that this should resolve the issue and address the customer's concerns.  

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an acrylic backboard for ($494.11) and it arrived damaged and not as advertised. The damage wasnt evident until I installed the backboard a month later. They refused to allow me to return the item or offer money back even though their website states that they have a year return policy. I would like a 25% back so I can make repairs to the acrylic backboard so no one cuts themselves on the sharp edges.

  Business response

  10/12/2022

  ***************** purchased an SR ********************** Backboard Replacement on August 8th, 2022. This item was special ordered from the manufacturer SR ***** and shipped out to ***************** on August 11th, 2022 via ***** tracking# ************. This shipment was delivered on August 16th, 2022. On October 5th, 2022 ***************** reached out to our customer service team stating that the backboard he had received was damaged. It was explained to ***************** that this order is both outside of the window where we are able to file a damage claim with the carrier and outside of our return window. Our shipping policies are clearly stated on our website and in the shipping notification sent out and received by ***************** on August 11th. This email states "Please be sure to thoroughly inspect all packages for damage. If anything appears damaged, you must inform the delivery driver that your order could be damaged and make sure that you sign for it as damaged. You are liable for any damages if you fail to inspect shipment and note damage or suspected damage. If your order shipped via freight truck, please be sure to review our instructions for receiving and inspecting your shipment before it arrives: http://www.poolweb.com/freight-shipments. If there are any issues with your shipment, please immediately contact us at ************ or email ********************." ***************** waited 7 weeks to reach out to us regarding the damage to his shipment. The photos that ***************** provided clearly show damage to the box this backboard was shipped in. When it was explained to ***************** that we are not able to file a claim for the damage, he changed his tune and is now saying that the backboard is defective stating that "The backboard is defective and could cut someone. It should not be able to be damaged like this." Where photos were provided showing shipping damage we are not able to honor ********************* claim of manufacturer defect. We are not able to offer any refund to ****************** 

  Customer response

  10/13/2022

  First of all, the shipping inspection is not clearly stated in the description on the website. Plus, even if it was clear, the delivery driver delivered it while I was away for a few days, so I was unable to refuse shipment. In addition, the damage was not evident until I installed the product because it had a protective film on it that hid the damage. I'm not going to pull off the protective film until I'm able to install it. The business and/or carrier is still responsible to send me a product in new condition as stated on their website. They were selling a new, undamaged, unused product. But I was delivered a damaged product. 

  I would be satisfied if they gave me 25% back so that I can repair the product. The product was close to $500.

  Weather or not the backboard was damaged in shipping is a mute point. It should not be able to be damaged like this. In good faith, I purchased a "new" backboard, but they sent me a damaged one. They owe me a new, undamaged backboard, or at least $100 to pay for repairs to the backboard so that no one gets cut on it. I will have to sand down the backboard and fill it with acrylic and then sand and buff it so that no one else gets cut on the backboard.

  The backboard should not be able to be damaged like this in shipping.

  Poolweb needs to either send me an undamaged backboard or $100 for repairs to the damaged one they sent to me.

   

  -*****

   

   

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  10/18/2022

  The photos ***************** provided show that the box is clearly damaged, photos included as provided by *****************. In the email with shipping information sent to ***************** on 8/11/22, receiving instructions were clearly explained. In our shipping policy listed online, https://www.poolweb.com/pages/shipping, it states " INSPECT YOUR ORDER IMMEDIATELY UPON DELIVERY! You are responsible for the quantity and condition of the shipment you are receiving. Aquatic Technology cannot be held responsible for hidden damage, shortages, or missing items that are not reported within 5 business days. If there is visible damage to the packaging or missing items, inform the delivery driver of the issue so they can make a proper note on their receiving report and contact us immediately. Customers are responsible for promptly inspecting shipment and contents to verify all items shipped are received as expected. Any issues related to the product received must be reported within 5 business days here." The "here" in this message links to our Report a Delivery Issue Portal, https://www.poolweb.com/pages/delivery-issue-claim. Had ***************** reached out to us within 5 business days of receiving this shipment, we would have gladly worked with him in filing a damage claim with the carrier. At the time ***************** reached out, he had been in possession of this shipment for 7 weeks, and that point, we were unable to file a claim with the carrier as it can not be proven that the damage happened in transit. Where our shipping/receiving policies were not followed and this shipment had been in ********************* possession for 7 weeks before he reached out, we are not responsible for any refund or replacement. 

  Customer response

  10/19/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The delivery person delivered the package while I was gone and was unable to reject the package until I got back. Even though it might be out of your window, when you or the shipping company you work with messes up and delivers a defective part, you should still be able to make it right. That is just common decency.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

*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. ↩