ComplaintsforAurora Pool, Spa & Billiard Gallery, Inc.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a fiberglass pool from Aurora in May 2022 that should be delivered by August 2022 (incl. rain delays) per the contract. I purchased the rectangular pool they had onsite even though it was not the shape I really wanted, so there would not be any delivery delays. Within a few days my salesman (*****) called to say that pool was no longer available, but he had already contacted their FL manufacturer & they had an identical one already made & it would be on the next shipment to east TN (can up say bait and switch?). I should have asked for a refund then, but I did not realize the pool would not arrive until many months later b/c the manufacturer doesn’t ship until all pools going to an area are ready - to save on shipping cost. If I had known this, I would have ordered the shape I really wanted. In the meantime, Aurora dug up my backyard & in doing so, tore up my entire backyard & my neighbors side yard. (I had to smooth both yards & purchase & install sod to restore my neighbor’s yard). The pool finally got finished & filled with water in Nov. 2022. Within a few weeks, the sides of the pool collapsed inward causing gaping holes around the jets & returns. That was five months ago! In May 2022, I asked for a full refund for breach of contract per their contract terms. I have paid them $40,000+! They refused & said they would repair the pool (4 months after collapse)! In APRIL Aurora had technicians from the FL manufacturer here to make repairs, who said the pool can’t be repaired because holes were too big & now causing tears in the fiberglass. Manufacturer mgr told me the collapse was caused by Aurora because they did not shore up the frame properly and they used large gravel under and around the pool instead of flowable fill. Therefore, the heavy gravel shifted causing the collapse & damage. NOW Aurora says a new pool should be here May 23, even though an identical pool is onsite in FL! I have lost all confidence in Aurora’s “promises” and abilities!

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered and contracted with aurora to install an inground pool June 2022. The pool arrived to them in September 2022. The houses are close together in my neighborhood and they assured it would not be a problem. Week of thanksgiving contractor returned spoke with neighbors now saying couldn’t be done without removing a section of their fence. This was done in preparation to dig. Then there was a money issue with the contractors and they quit. I asked for my neighbors fence to be replaced it was not. January 2023 my hole is dug and just left to continue filling with water. I call ask for updates am told we’re coming tomorrow no one shows. I called this week now I’m told I need a sump pump by the contractor. Call aurora nothing is known of this on their end. I tell them if that’s what needs to be done then let’s do it. Well then they can’t get an electrician. They are unorganized not prepared and do not keep me informed on anything.

  

  Business response

  02/17/2023

  The contract was signed in June, stating that estimated start time of the project would be 16-20 weeks. Also, to make sure to add 3 additional days for every day of rain to that time frame. We were able to still start the project around the approximate time frame of the project. However, due to excessive rain amounts during the course of that time (after the initial dig was completed) the ground was too saturated to safely get rock carried to the back yard to set gravel for the bottom. It was determined during this time that rain water was standing in the hole for an extensive period of time. After discussions with the homeowner, Aurora agreed to refund the down payment for the pool, the site survey fee, as well as the expense the customer had in having the dirt hauled away (totaling all expenses the customer has paid) and agreed to refill the hole and grass and straw the yard. We also shored up the hole by the patio until weather conditions are good enough to get dirt back to the effected area. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This was email I sent to them purchased my pool last year. They said it should be placed by sept of 2021. This did not happen. I called later in the year after hearing from no one. In January to hear that they would be receiving the pool in March. Again calling back to hear in April that I would be receiving a free salt system, cleaner for the pool and they also said a cover etc. for my waiting period. (Which I also noted the salt system was being given away to everyone on the company's face book page. I again called and kept hearing the company will not call me back.. I told Jon Kane that I wouldn't be doing business with anyone who would be selling me a pool but not answering thereafter. I called again and Said they would make my pool a priority. and it should be arriving in June. Finally June 30th I hear from a contractor.. Again that the concrete would be on me to find. They began digging this pool July 17th. I understand rain... and it causes delays.. but there have been many days no one has been here.. (especially since it was a priority) I asked if they could have it done by August 20th and Jon laughed. Then august 3rd I got the great news he has the pool FINALLY because even though I was told he had it... it still was not at aurora. and guess what it was the wrong COLOR! I didn't get anything for this and all this trouble except for an offer of $500 off a cover.. which is frankly ridiculous... On top of that they finally put it in the ground and then for a couple days I was asked multiple times for 19 grand.. Still no pool has been placed I sent most of this email to them.. no reply... this is very sad.. I have no pool, the wrong color, and have been told no one to do concrete. he offered 2800 I got a quote for the concrete same dimensions they state $4800. It's in a contract that they would do it. He said he would take off the money for it... he sent me a new total but on the sheet they added cost back on

  

  Business response

  09/26/2022

  Consumer Response /* (2000, 6, 2022/08/30) */ Agreed to the concrete of $4800 Consumer Response /* (3000, 12, 2022/08/31) */ I accidentally clicked satisfied for entire case. I only meant with the concrete offer. I am not satisfied with the length of time, the fact I had to take this color pool Bc (as per they were no longer dealing with the company that made this pool) even after asking before if we could get a different one since the vendor was not responding to phone calls or emails.

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