Complaints

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** and his wife from cuss Aquatics came to our residence as scheduled to perform an assessment in our in ground pool. We paid him via check $80 for his assessment with a promised quote of services that could be rendered. After a week of calling and texting. He eventually will not respond to your call. Tried calling from my wife’s phone. Made contact with **** who once again promised a quote that evening. 24 hours went by with no quote and no response to contact attempt.

  Business response

  04/19/2023

  We apologize for any inconvenience. It is my understanding that the service you paid for was rendered and a follow up estimate was needed, is that correct? 

• Initial Complaint

  05/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 3: Choice Home Warranty assigned Cuda to my claim for my pool pump. They reached out to me right away asking for pictures of my pump and chose not to come out to see it for themselves. I sent pictures to a Simon D***** via text as requested to ###-###-####. May 4: They invoiced me for the $75 service fee which I paid immediately. May 5: I inquired via text for status and estimated time to repair. They responded that Choice had approved repair and that a Brandon would coordinate repair. May 6: Asked for an update, no response. May 10: Asked for update and was told Brandon would plan for the following week to do repair. I asked if they could do it sooner and they said they'd "see what they could do". May 16: After no communication, I sent message stating my frustration with not having the repair done by now threaten to file a complaint with BBB. They said: "We are very sorry and we are doing what we can. I did let choice know that it could take up to 14 days for us to come out when I did the claim for you. I also have not received anything from choice regarding an option to schedule with you or submit an invoice for the work. As per my last experience with choice I try to make sure we go through the process completely otherwise they will not warranty the work or pay us. I have reached out to them but I have not heard anything back. I will keep you updated!" May 21: I communicated to Choice of the issue with Cuda. May 23: Choice conveyed: "Thank you for your email, we do apologize for this inconvenience. Please note that we have reached out to the technician assigned and was advised that they will be uploading the information regarding your repairs." May 26: asked Cuda for a status update...no response to date.

  Business response

  07/21/2022

  As a company, we respond to customers to do an estimate/troubleshooting Which is an automatic $75 service fee that choice tells us to collect. We never received the information from choice home warranty that the claim was approved, therefore no work will be done. Choice home warranty is the company you need to contact. We will gladly fix your situation, however we cannot or will not do any work that is not approved. We submitted all the necessary documents to choice. If they felt it necessary not to move forward with your claim, that is their choice, not ours.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  contracted them to open and close pool and ta ke back cover for repair in may 2021. they took cover but never comp[eted opening. fall came and called to close pool , core never repaired they never closed pool, priced for new cover not in line, asked them to return cover many times. finally with phone witness they got 189 just to return cover but never returned it now 4 weeks later

  Business response

  05/04/2022

  Customer requested that they needed a new cover. The process is as follows : Cuda Aquatics take the cover and requests a special box from the manufacturer. The box is send which takes anywhere from 2-3 weeks. We then package the cover and we have to again wait to send it. The package is picked up and taken to the facility which again take 2-3 weeks. The manufacturer was closed down for 11 weeks due to covid issues. We communicated to the customer that we had been still waiting for them to take the cover out of the box, measure everything and get us an estimate. The company charges us to ship the covers back. The customer denied the estimate and requested that we send the cover back. We cannot send the cover back immediately due to the manufacturer having to get paid, process the paperwork, box up the cover and ship it back out to us. Again 2-3 weeks. We have been in communication with the customer and we have answered every call, or called back. We are expecting the cover to arrive any day now. We will then coordinate to drop the old cover off.

  Customer response

  05/05/2022

  Complaint: ********
  
  I am rejecting this response because: i t was represented to me with a phone witness that on paying the 180 dollars, the only hold up, then the cover would come in a few days, and that payment not accepted until item shipped according to american express way of doing busines, the way i paid over the phone but the payment cleared to amex on the day we were on the phone when shipment should have progressed
  
  Regards,
  
  ****** ******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered     

  Business response

  05/06/2022

  We have tried to contact the customer in order to set up delivery time and they have not answered. They filed for their money back however the money was only for the shipping cost

  Customer response

  05/09/2022

  Complaint: ********
  
  I am rejecting this response because: 

  we paid them am ex to return the cover, they told us it would be with us in a few days. same old story. We have had similar assurances but none that came true. On this occassion we paid them over the phone with credit card and they told us it would be shipped. american express showed the payment cleared but no delivery, no call, no message on our phone. not an isolated incident  but repeated assurances , asked to give us charges and this time we called and paid the charges

  Regards,  
  ****** ******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

*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. ↩