ComplaintsforAqua Pool Care, LLC

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed contract with APC,LLC on 4/21/20 for a pool with spillover stone hot tub for around a total of 60,000. The pool was finished on 8/14/2020 and final payment was made even though hot tub was not complete. They finished hot tub in September of 2020. First issue was noted on 8/14/2020 that pool had hole in liner, Richard came out and reviewed the issue and stated it was done on install from hanging liner on corner of concrete. Tracy came back around one week later and stated that it was a issue from manufacturer. On 6/11/2021 I received a email stating pick a liner that APC,LLC and **** liners were splitting cost of replacement, but have yet to have liner installed. The hot tub has numerous issues from cracks in the mortar or cracks in stone/rocks. They have attempted several times to fix issues, but have had no luck. The have took apart on numerous occasions and put back together but cracks have always come back. They tried double stacking stone on edge in certain spots to fix issue and I stated that was unacceptable. I didn't pay that amount of money for something like that. Then they took apart and put back on with one stone all the way around. Begin cracking again to which they put silicone on that looked to be spread with finger. I thought was a joke, come back removed that and re siliconed with tape but when removed tape next day some was under silicone and they used knife damaging hot tub and leaving tape under silicone. Also now we have cracks in stones down the front of hot tub, Richard stated that is due to being took apart and put back together. I do have a concern if that is what it is from due to not being there in beginning. The warranty stated a defect free product to which I still do not have. I have not heard from APC since October. Last conversation with Richard he stated I was being nit picky, I stated I see all the big pools with a lot more stone they are building with no cracks and I expect the same from them.

  Business response

  01/28/2022

  This customer is comparing a pool that costs $58,000.00 (his pool), to some of our other projects he referred to in his complaint that cost in excess of $200,000.00.  Each of these pools require different materials.  It is characteristic of stone and block to have hairline cracks.  When you add a fiberglass vessel (his spa), that is flexible with a tremendous amount of water weight, it enhances these characteristics.  As stated by the customer we made several attempts to remedy his concerns, none of which he was willing to accept.  

  As for the hole in his liner, we did tell the customer that it could be a manufacturer defect or an install issue.  We did agree to replace the liner at our cost.  The liner has been in our warehouse since July 2021.  We recommended that he use the existing liner as long as possible and then we would install the new one.  The customer agreed to these terms.  The hole in the liner can be easily patched from the back and it would not affect cosmetics or the integrity of the liner.  This was all explained to the customer.  We told the customer we would send our rock mason out once more to see if he could again remedy the customer's concerns and he could bring the liner with him at that time so the customer would have possession of the new liner.  We never heard back from the customer until they complained to you.  We have made several attempts to make this customer happy, to no avail.  Regardless of what we do, we will never be able to make his pool look like the ones he's referring to that we are posting now.  It's like comparing apples to oranges.  They aren't the same.  We are willing to remedy this situation but the customer must have reasonable expectations.

   

   

  Customer response

  02/01/2022

  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. 
  
  The business stated I was comparing my pool to much higher price pools, but the contract states a defect free pool.  Why would I expect my quality of product to be anything less than the others?  I viewed the pictures they posted to understand the type work they are capable of.  What she is referring to as hairline cracks is on the outer rocks incasing the hot tub.  The stones on top has mortar falling into the hot tubs leaving holes in mortar and rocks are separating from the hot tub.  Also the silicone they attempted to install has air bubbles and is coming loose not to mention some has painter tape coming out of it.  Also they state that I am comparing apple to oranges but something as simple as routing wires and hoses to look nice didn't happen and this cost nothing. I would like for the company to come view the hot tub, not send their stone folks out but them come out and view and tell me this meets quality standards.  When you get in hot tub and have to move mortar around so it don't poke you in the behind their is a issue.  There are several things made out of fiberglass and incased with other material and hold a lot of weight and do not fall apart.  Also she states about the liner being in shop and me not contacting, well I did contact and since I had posted my pictures of their work and tagged them in post they didn't fill the need to address the issues until post was removed.  That was done a few days after I received that email.  I feel if they are saying nothing satisfies me, why is their a issue with me posting pics and tagging them in it?  I should be able to be proud of my pool and they be proud of their quality.  I won't nothing more than to get this resolved and be able to post pics of pool with them tagged and turn negative into a positive by being able to post issues and say look "Yes we had hard times, but we worked through it". I think it would be good for both parties.  That would be good advertisement for them, and I could go to them for supplies since they know my pool because they built it.
  Regards,
  
  ******* *********

  Business response

  02/16/2022

  As stated before, we have made every effort to rectify these issues, and none have been acceptable to this customer.  We feel as though no matter what we do, or how many trips we go out there to address his concerns, he will never be satisfied.  

  Customer response

  02/17/2022

  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.  I would be happy if you could get in hot tub and not set down on chunks where it is falling apart.  I would like to see other pics from hot tubs they have done and if it has cracks and chunks falling out and the customer saying they are happy.  Once again I go back to why have me remove pictures on web site before you will do anything if that is quality work I should be happy with!!  You should be happy with it too and want to share with everyone. 
  
  
  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. ↩