Complaints

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aruba pools did not put the correct personality board to replace our defective board, they lied to me stating the i8 board world work in place of the original i9+3 board. Pentair support said that this downgrade would not work for our systems configuration. Many other mistakes were made by *****, the Aruba Pool representative. Aruba Pools failed to meet the objectives set forth, left automation valves uninstalled and faked automation was working by leaving the pool in service mode to get some pumps working.

  Business response

  07/04/2023

  Aruba Pools was contracted to give an estimate of all issues with customers pool. We gave the estimate and the customer declined to fix all the issues that were found. We have full documentation through text message from this customer stating he did not want all of these things fixed. What we were contracted to replace was the control panel (EasyTouch 8 Pool/Spa combo) and two Intelliflo pumps. These three items were installed and paid for (all documented). The new owner is functioning just fine with this equipment and has been shown how to use it. The other items that the customer refused to fix is between him and the new owner who bought the house. Aruba Pools has done exactly what was asked and paid for, nothing else. This person (**********************) has threatened us verbally and through text and email messages as well as cussing our employees verbally and through text. (All documented). We have refused to have further communication with ********************** and will never do any work for him again.

  Customer response

  07/05/2023

  Complaint: 20221249
  
  I am rejecting this response because: it is simply inaccurate. The i8 board was recommended by Aruba Pools who said it would work in-place of the i9+3 board. Several pool firms along with the manufacturer, all stated the i8 board was not a direct replacement for the i9+3 board. Each pool company and manufacturer also stated with the wrong board installed they could not in any way diagnose the rest of the pool equipment's status and therefore was billing me for equipment that was undiagnosed and likely not damaged. Aruba pools also failed to install a replacement U/V system that is on the workorder but was ignored by Aruba Pools. We have another pool firm who has been engaged and will confirm everything.
  
  Regards,
  
  *************************

  Business response

  07/14/2023

  Attachments show pictures of panel being tested, descriptions of work needed on estimate, work that was performed and exactly what was paid for. Description clearly states what is needed to be done and what we actually did at the customer's request. There are more pictures that can be provided since we can only upload 5. We also have text messages from this customer rejecting other work needed done. There was no UV on any tickets for work done nor charged for. 

   

   WE HAVE ALL DOCUMENTATION WITH PICTURES.

  We were requested to come out and give an estimate for equipment. Upon arrival the technician tested all breakers (see attachments), and they were getting correct power, but the board was not working, it was a dead board. Here is the explanation the technician put on the estimate as explanation of what was found and needed to be done.

  "04/28/2023, 10:57am
  
  Board is fried and two VSF pumps are fried also. needs new pl8 panel, whole system Pentair bundle. Needs two bubbler lights for tanning ledge needs one led pool light all color and one ********* color also both 100ft cords all 120 v gfci one gfci breaker two Pentair gfci breaker. One whisper flow water feature pump. One master Temp 400 heater all new full equipment set abs rewire. Everything at panel is getting 120 or 240 but nothing comes on".

  As shown in pictures attached, we tested all breakers and power was good, the panel was no longer working, and the board was fried. A PSL8 (8 relays) is exactly appropriate for this equipment set up and the new owner has stated that it is working great. There were MANY other issues that we described in the estimate that the previous owner elected to not have us fix. Please see attached pictures for verification of exactly what was done and exactly what was paid for. All other issues were not approved or paid for, only what was described in the job as approved by previous owner. It was emailed and APPROVED (see attachment for approval) for those three things to be fixed (PSL8, two VSF pumps) by the previous owner, we have that documentation. 

   

   

  Customer response

  07/14/2023

  Complaint: 20221249
  
  I am rejecting this response because: Really nothing in the images or dialog proves much of anything. Attached is an image the replacement pool company found how they found the automation panel. 
  
  Regards,
  
  *************************

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