Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aquatica has been paid in full for the work completed. The landscaping was to be completed (8/5/24)and we received a text (attached) increasing the price. I would not pay the increase and requested a refund on the sod. ($3375-3 pallets )I have also requested that the plant zone drip ($1250) be refunded as the plant zone drip is not installed. I have an issue now that the irrigation system has been connected to my reverse osmosis system and not my town water. I have had numerous communication problems with staff. I have been requesting resolution to no avail.

  Business Response

  Date: 10/24/2024

  Thank you for your patience as we work to resolve your concerns.
  I want to clarify that the subcontractor visited your property on October 23 to assess the remaining work. We understand that the project is not yet complete, and we sincerely apologize for the delays you’ve experienced.
  We are committed to ensuring that all outstanding tasks are finished promptly. Please rest assured that we are actively managing this situation and will keep you updated on progress.
  Regarding your refund requests for the sod, we are processing those as well and will provide you with confirmation soon.
  We appreciate your understanding and are here to assist you further. If you have any more questions or concerns, please feel free to reach out.
  Thank you for your continued patience.

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Aquatica pools and spas in the summer of 2023. The Contract included the provision of a Fire Pit. I encountered many issues with the company, including giving me incorrect information, not delivering the correct specification on a few items, not measuring the tiling correctly, telling me to install plumbing in an incorrect pipe causing flooding, installing a boiler that was dangerous as not vented. Some (not all) of these issues were eventually rectified but at a cost to me and not without much angst trying to get Aquatica to do the job correctly. The final outstanding issue at time of writing is the Fire Pit which is unusable as it is constantly full of water, clearly an issue as i cant put any combustable material in it to start a fire, rendering it completely useless. Aquatica knew the location of the Fire Pit and had no concerns at the time of construction. A drain should have been installed as it was clearly in a low lying area. Despite months of communications and issuing a right to cure to them, Aquatica have refused to rectify the issue and deliver me a contractural element of the build. I am left with a hole full of stagnent water creating a health hazard. I have spoken to experts who all conclude a drain should have been installed to allow the water to drain away. I have, at my cost and time, tried to mitigate the issue by raising the ground around the fire pit as much as possible. However this has only had a marginal impact.

  Business Response

  Date: 08/08/2024

  Thank you for taking the time to share your feedback. We understand how frustrating these challenges have been for you, and we sincerely regret any inconvenience caused during your project. Your satisfaction is very important to us, and we appreciate the opportunity to address your concerns. Throughout the course of your project, our team has made every effort to work with you to resolve the issues you’ve encountered. We have provided advice and solutions and have strived to meet your expectations, even though we’ve faced some difficulties along the way. Regarding the fire pit, we are sorry to hear that the measures taken have not fully resolved the water accumulation issue. While the fire pit was installed according to the agreed specifications, we understand that the outcome has not met your expectations. We have offered several suggestions to mitigate the water retention, and it's unfortunate that these have not provided the desired results. We remain committed to finding a solution that works for you and are open to further discussions to explore additional options. Please feel free to contact us directly at your earliest convenience, and we will do our best to resolve this matter to your satisfaction.

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:

  I have made several attempts to contact you already regarding the fire pit. I have done this via text and email, the latest on the 17th July, you have ignored them and only now I have taken further action do you respond. Your solutions to date have been;-

  1.Dig a hole - which made it worse as it allows water to come up from beneath
  

  2. Put a cover on the top of it - which did nothing as the water comes in from below and the sides. it also does not fit so when it rains the cover just fills up with water and sags down into the firepit. i then have to get two people to try and lift it out. I have sent you pictures of this.
  

  3. You suggested demolishing the firepit

  None of these solutions have worked or are anyhing like acceptable. All I am asking for is a firepit that can be used as a firepit! How you deliver that is not for me to decide. you are the ''experts''. However from all my research and speaking to other professionals they all point to needing a drain installed, which your company has flatly refused to do. Therefore please decide how you are going to deliver me a working firepit. You say you want to find a solution well you have my contact details and I look forward to hearing from you

  I reiterate all I want is a firepit that can be used as a firepit
  
  Sincerely,
  Paul K***

  Business Response

  Date: 08/15/2024

  We've made multiple attempts to address this client's concerns and meet his expectations, even going beyond our usual scope of work. Unfortunately, despite our best efforts, he remains dissatisfied and unwilling to collaborate on finding a solution. The client has escalated the matter by posting complaints on Google and the BBB.
  At this point, it appears that we may not be able to reach a resolution that satisfies him. We're uncertain about the next steps and would appreciate any guidance on how to proceed.

  Customer Answer

  Date: 08/15/2024

   I am rejecting this response because:

  Once again the business has failed to offer a solution or contact me to resolve the fire pit which isn’t a fire pit. All they have offered is a cover which does not work as I have previously stated and informed them.They have not offered multiple solutions as they state. If they have maybe they could list them? 
  

  I gave them due notice ( 3 weeks prior)  of my intent to contact BBB and review them on social media and offered them the option of solving the problem before I did so. I heard nothing from them in response to that notification. 
  

  Despite their poor performance I am still prepared for them to solve the issue and once complete I will be satisfied and remove my review.

  if we cannot find a solution through BBB I will seek redress in the courts.

  Sincerely,
  Paul K***