Complaints

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 20, 2023, we sent an email to Aqua Palace inquiring about a conversation we had in person in the summer of 2022 regarding the gap between the steps and the concrete walkway leading down to our pool deck. After multiple emails and phone calls, this has yet to be resolved. At one point someone from the concrete company came out to inspect the steps and offered a solution. However, we have yet to have these fixed. We emailed Aqua Palace on November 28th to follow up and on December 1st, we received an email stating that ***** was out of the office for a few weeks and that he would get in touch when he returned to discuss the resolution of the steps. We did not hear anything back from him. We emailed on May 14th inquiring again and we have yet to receive a response.

  Business response

  06/19/2024

  We have contacted customer and have a meeting set up for July 3rd, which was the soonest customer could accommodate time to discuss. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a swimming pool from the **** ****** in July of 2021. We paid for purchase of the pool, preparation of the pool site, and set up of the pool. The owners son and an assistant set up the pool. They were here early in the morning (10:00am) and began setting up the pool. We were told that the pool would be set up by the time we needed to leave for an appointment at 6pm. We left at 5:30pm and the pool was not completely set up by then, and we left confident that the reputable company would complete the set up as agreed. When we came home the pool was in the incorrect spot, was not level (3 inches) and there were 2 inch creases at the bottom of the pool. When the gentleman did the dirtwork the area was level within 3/4 of an inch. The problem was they set the pool up 3 feet from where the markings were. I called the company and they sent out the owner and he said they would come out and level the pool which has never been done after phone call after phone call. The owners son stated that my husband had told him where to set the pool up which was not correct. I also complained about the many deep wrinkles that were at the bottom of the pool. When speaking to the owner, he called me a liar and stated that I just wanted a new pool. That was in Septemeber of 2021. After several phone calls, he agreed to come last summer and level the pool, which he never did. In April I had several heated conversations with his daughter and the owner and they never did come fix the pool. Now, because the pool was so unlevel on the south side, water has undercut a supporting leg and is even more off level and we will have to move pool ourselves.

  Business response

  03/06/2023

  The customers initial compliant was regarding wrinkles. I was personally onsite after that to review the issue with the customer. The customer couldn't even find the areas where any wrinkles remained when I was onsite. We informed them that it would take a little time and some sunlight/heat to stretch the rest of the material, which it indeed did. It has now shifted to another issue, not anything to do with the initial concern - seems the customer continues to "move the ball" on what the issue is. The pool was placed where the customer requested it to be placed and the customer was onsite when it was installed. The pool as it sits is within manufactures guidelines. 

  Customer response

  03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: My complaint to the company was about the wrinkles on the bottom of the pool and the fact that the pool was off level by about 3 inches which was noted by Scott when he came onsite to look at the pool. He is also lying about the fact that I could not point out any wrinkles. I pointed them out to him and he said he would check it out with the manufacturer. I was also told by his daughter that the wrinkles were normal at the bottom of most pools. I told her that we had put up several pools in the past 20 years and some had small wrinkles, but never the size that were in this pool. She told me that I had never had this quality of a pool and this large of wrinkles was normal. I told her that these size wrinkles were unacceptable and also informed her about the unevenness of the side. I sent the company pictures from my phone of the wrinkles at the bottom of the pool and of the the side of the pool that is sinking. He said that they would fix the places where the pool had sunk but would not move the pool because that is where my husband told his son to put it, which is also not true. This company has ********** ***** in it's employ and also as owner-operators. I have no hope that this issue will be rectified. I just wanted someone to hear my voice and possibly do something to fix the situation. * ** ** *** ** ******* ** ** *** we will have to hire someone else to move the pool so it is even. I feel as though we were taken advantage of. 
  
  Sincerely,
  
  Debra *********

  Business response

  03/14/2023

  The original resolution offered was that we could come out and level the couple of legs that the customer says is the lowest, but the pool will not be moved from its current location and no other adjustments will be made on site as it is within manufacturers specs. 

*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. ↩