Complaints

This profile includes complaints for Aquatic Pool & Spa Service, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Aquatic Pool & Spa Service, Inc. has 2 locations, listed below.

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  Aquatic Pool & Spa Service, Inc.

  1437 Middletown Ave Northford, CT 06472-1069

  
• 

  Aquatic Pool & Spa Service, Inc.

  705 Boston Post Rd (in Lighthouse Square) Guilford, CT 06437-2732

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment to assess the swimming pool, which was in 2+ years of disrepair from the previous owner. I had asked for an appointment with:
  Aquatic Pools and Spa
  ###-###-####
  1*** ********** **** ********** ** *****
  
  They set the appointment for Monday June 6th, but cancelled this appointment without notice and rescheduled for the next day, and I requested and they agreed to an afternoon appointment.
  
  INSTEAD, they showed up at the location at 9:30AM while I was on my way to *** for work, to which I had to IMMEDIATELY turn around and hold the gentlemen on the phone in order to get the service questions regarding our pool answered.
  
  I missed business as a result of having to immediately turn around and come back to Wallingford.
  
  The service was rushed and the company was generally uncooperative when I finally made it back to the house at 10:40AM. SO MUCH SO THAT I HAD TO PARK IN THE DRIVEWAY BEHIND THEIR CAR so that they would not leave without addressing me before they left.
  
  I AM THOROUGHLY DISSAPPOINTED WITH THIS COMPANY and they have the nerve to invoice me for this disservice. UNACCEPTIBLE.
  
  Thanks.

  

  Business Response

  Date: 11/28/2022

  We have credited this customers account in full for the apparent miscommunication.  We are not in the habit for billing things that were promised as free, but that being said we are also not in the business of providing free service.  We would not have survived for 30 plus years if either were the case.  Our side differs from the consumers as our software shows a scheduled date of  6/7 (with no entered or promised timeframe), not 6/6 as claimed.  Additionally vehicle tracking shows that we were on-site for over an hour (to which he admits in his complaint).  We tightened his loose fitting on the filter (the service call was for leaks at the filter system) and replaced a bad/defective pressure gauge.  We also answered questions and explained things as the consumer was a new home and hence new pool owner. Being the desired service company we are and it being early June at the time, yes our personnel were eager to get to their next appointment as we are booked for weeks in advance during the summer months.  A service call to assess for a simple leak should never take more than an hour of our time. We billed the invoice in June and have sent monthly statements since and and are just hearing of this consumers dissatisfaction now.  Needless to say, we like the consumer are also highly dissatisfied at this point and we will not be providing any service for them if ever called upon again.