ComplaintsforCleveland Aqua Pros

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cleveland Aqua Pros is a horrendous company that consistently lies and does not deliver on any of their contractual obligations. On October 24, 2020 I signed a contract to have a vinyl liner in ground pool built in Middleburg Hts with the owner. While not in the contract, I do have written e-mail communication stating that I was 7th in their order of pools for a 2021 build. The contract does state that it includes a 2021 seasonal closing. Cleveland Aqua Pros did not do one, single thing to build my swimming pool. I was finally able to stop dealing with them in October of 2022 when I built my pool on my own. I am not sure I can envision a worse scenario than how Cleveland Aqua Pros dealt with me. The lying started almost immediately. Unbeknownst to me, this was before I referred them to a friend who then contracted to have a pool built (this pool hasn't been built by them either). I included for the BBB my signed contract as well as a USPS certified letter sent to them in June 2022 (which they completely ignored and pretended didn't exist). I have numerous e-mails, texts and other communication from this company where they're promising to build my pool and nothing happens. In october of 2021 the owner said he still planned to build my swimming pool in 2021, yet come 2022 he still couldn't build it. The owner actually told me "I'm saying this to you face to face, I will build you pool in 2022." Then, 3 weeks later, he had no answers and I requested the pool equipment to build it on my own. Even getting the pool equipment from this company was a disaster. They had 2 years to acquire what was in the contract, and they still didn't have it even after I paid 2022 inflated costs. I would tell anyone thinking about hiring this company to go in the opposite direction and never have anything to do with Cleveland Aqua Pros. The owner knows he has no answers for any of my complaints and anything he tries to justify is just a lie. They should have an F rating.

  

  Business response

  12/19/2022

  To whom it may concern,

    We sold 12 projects in 2020 for the 2021. This is the average number of projects we complete a season. Due to the pandemic just like many other companies' material lead times were at an all-time high. Steel pool kits were a minimum of 40 weeks for delivery. This required us to sell work for 2021 in 2020. We did not have any way to anticipate installation dates having to sell work this far ahead. We anticipated managing this work by hiring project managers and enough labor to manage.  When the 2021 season n started, we quickly encountered the same labor and weather issues as every other seasonal construction company. This makes it nearly impossible to anticipate any type of schedule.  We will not start more projects than we can manage at one time. 

   Yes, *** ****** was told multiple dates to start his project. This was a result of *** ****** pushing for a time commitment. We finally had to tell *** ****** that we could not start his project until 2022. We then offered him a full refund or the delivery of the pool product. *** ****** requested the pool be delivered and hired another contractor to install it. Which to our knowledge his project is complete.  We exchanged emails outlining the product specifics to be delivered and the discounted balance due. Everything was mutually agreed upon in writing, and the pool was delivered the week *** ****** requested. The balance was paid upon delivery. 

   *** ****** sent an email to our office on October 31st requesting additional warranty information and asked if he could return some items he did not need. Our office manager replied to his message. She did neglect to send him the warranty information for his safety cover (which is produced in house) and a final statement showing a zero balance.  All the other warranty information he needs would have been located in the product packages.  *** ****** does have the email thread stating final costs that were due at the time of delivery. which he paid by check. There was never any other money requested from our company.  All of the terms and conditions that were mutually agreed upon with *** ****** in writing were met. 

  We will send *** ****** his warranty information for his safety cover. We will also send him a statement showing a zero balance. I will add a bill of sale is not needed to register any of his product warranties. All of these products can be warranted by any pool contractor that is approved by these manufactures. 

  Customer response

  01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Once again, this business can't do what they say they will do let alone what they sign a contract to do.  I have not received anything the business has indicated they would do (by 01/18/2023 no less) to close this matter.  After 27 months of trying to get this company to do something, I wish to have no further communication with them and consider this complaint to be unresolved and unable to be resolved.

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

  

  Business response

  02/03/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The BBB has been informed by the business that the consumer was sent the documents that he requested on 1/25/23. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a contract with the company to install a spa at my personal residence, and gave a deposit in the amount of 7992 on December 1, 2020. The spa has not been installed and the company nor owner answers calls, responds to texts, emails or inquiries.

  

  Business response

  08/31/2022

  We have resolved the issue by refunding the original deposit to the client. The check was placed in the mail on 8/30/2022.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract with *** at Cleveland Aqua Pro’s in September of 2020. I was told I was 5th on the list for the 2021 season. Below is a timeline of communication I had with *** at Cleveland Aqua Pros. The total cost for the job including fence, concrete and pool was $64,000. So far *** has been paid $57,600. 5/5/2021 – I was told that they were hopeful it would be a mid-June timeframe. This was the beginning of overpromises given to me by *** over the next year. 6/15/2021 - I was told they were delayed and now hoping for Mid-July, by this time I was told that 3 pools were done and just waiting for concrete, so I would I have one more ahead of mine. I completely understand that there is a labor shortage happening in the world we are in today, but not being up front and honest with your customers totally unacceptable. 7/27/2021 – Once again more delays, I was told he would get back to me with an update, this time *** did not get back to me for 83 days! 9/21/2021 – *** Finally messages me back after 83 days to tell me he is going to pull the permit for my pool. 11/11/2021 – Pool is finally installed. Installation takes place from 11/11/2021- 1/6/2022. 1/7/2022 – *** lets me know pool is covered for winter and I will be at the top of his list next year to install 5/14/2022 – *** says plan is to get electrical ran this week. Says a few weeks on concrete as he does not have the people to get it done. 6/1/2022- *** arrives two weeks after he said he would be out. They remove the winter cover and plug in the filter. *** will not reply to me for two weeks after this. 6/14/2022 – Tried to reach out to *** again, he tells me he is working on installing another pool. They are installing another pool though.6/22/2022 – After a long conversation with *** about a week ago he assured me he would be out today and stick to this date. 6/30/2022 - no show 2 days in a row.

  

  Business response

  07/15/2022

  Our company has been recently impacted by labor shortages and price increases. This has delayed the appointment date that was originally set for this client. We have completed 75% of the work requested by the client since this original complaint. The project is almost upon completion and we are working closely with the client to meet all required deadlines.

  Customer response

  07/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as the concrete is poured next week. I understand labor shortages, but the misrepresented times lines were my biggest complaint. *** and his colleague have been phenomenal since taking over my project and i am very appreciative of Jims hard work and constant communication. 
  
  Regards,
  
  **** *******
  
  
  

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract 5/8/2020 with Cleveland Aqua Pros to install and complete an inground pool. Cost of this project that has been paid in full to the company with the last payment paid on 7/27/21 totaling right around $60,000. This project has not been completed in it's entirety to date. When the final payment was made, *** the owner of the company signed a contract promising to replace the liner which was the incorrect dimensions (it was not replaced right away because of Covid and delayed manufacturing), replace the water and treat (no cost to us) and close the pool in the fall of 2021. This should of been completed in the spring of 2021 but he pushed this till the end of the season and never completed. Last text to *** was 10/22/21 to see if he would be out to complete before winter. We received no response and had to hire another company to come out and close the pool. The concrete started cracking before it was 1 yr old due to improper installation. We had to buy new 2x4's for concrete framing because we did not want them using the ones they let sit and warp. We are missing railing covers, we were never taught how to care for pool which was in the contract, deck fountain valves were installed next to concrete and not at filter, and we have constant issues with the pump because of improperly installed lines. *** has made no effort to reach out. This project has been on going for a year and a 1/2 now and we have been beyond patient. We want completed what was promised, it has been very stressful and upsetting to pay $60,000 for a pool that looks like crap! Below is the timeline for this drawn out project. 8/14/2020- construction began 9/1/2020 - Liner installed and pool filled 10/16/2020 - concrete installed 7/15/2021 - Fence finally installed 7/27/2021 - Final payment made contract signed to complete liner and water replacement before closing in fall of 2021. 10/22/21 Last text to owner with no response

  

  Business response

  02/25/2022

  Cleveland Aqua Pros has the liner and has every intention of replacing the liner once the weather allows. 

  The current liner was purchased through a separate company in the height of our industry having major supply chain issues.

  This created a miscommunication with the measurements. Which resulted in the liner having wrinkles. We did state we would replace the liner once we could acquire a liner from our standard supplier. We have the liner and will replace it as soon as the weather allows. This will be prior to the end of May. We will be replacing the liner and covering the cost of the water. As well as replacing the chemicals.

   

*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. ↩