ComplaintsforAquanauts Custom Pool & Spa, Inc.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family purchased a pool from Aquanauts in 2022. The entire project was completed in December 2022. In late December we noticed problems with the Mastic around the pool coping. The mastic was peeling away from a number of tiles and has a gap between the tiles and decking. The warranty on the contract specifically states that the "concrete decks, tile, and coping" are covered for "1 year". I sent an email to Aquanauts along with a photo of the issue. They responded by stating that a representative came out (we were home and never notified) to observe the tile and I received the following email: "***** went out today and looked at your Coping, Decking and Mastic. The concrete has shifted like I had explained in the previous email. Concrete will always shift, that is why the mastic is installed. We have had more movement in the concrete this year due to the drought that we experienced. Concrete shifting is not covered under warranty. We can have mastic come down and reapply the mastic to seal off any of the gaps that have been caused by the movement. Please let me know if you would like to have them come down and I can give you a cost for the repair."The concrete deck shows no sign of settling (no cracks) and there is no evidence of ground shift. The mastic, deck, and coping are clearly covered under the 1 year warranty. I contend that this is a faulty application and/or failing product in this area of the pool and I should not have to pay for the repair to the mastic. My research indicates that the industry standard for mastic is 5 years on a new application. I am asking Aquanats to stand by their reputation and the warranty and replace the defective section of Mastic on our pool. I've mentioned this to them in a response and they are not responding.

  

  Business response

  01/24/2023

  Good morning, please see the string of emails regarding the complaint from ***********************. You will see here where his wife **** says that she is going to have him reach out to us. We have told her that if she can get him to remove his complaint we will continue to move forward with the repair as we previously discussed with ********* 
   
  
   
  Hello.  I will talk with my husband about this.  I did not write anything. Ive not been involved.  Ill ask for him to reply to you soon.  
  
  ****, I received a letter from the BBB today showing the complaint that you made. I spoke with them and explained the situation as well. I find this VERY frustrating since I did agree to get it repaired even though it is not a warranty item and you still sent in a complaint. You even told them that I said you would have to pay for it. Well, I guess we will see what happens next.....
  
  I am sending them all the paperwork that you signed including the full page of concrete warranty that was signed by you. This could have been worked out by us but now you have decided to take it to the next level.
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  Customer response

  01/26/2023

  Better Business Bureau:
  
   
  The owner of the company has contacted me and assured me they will fix the issue in question with our pool.  I believe the complaint can be closed.  
  
  

  
  

  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. ↩