Complaints

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:04/28/2025

  Type:Order 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.

  We contacted this company at the start of January 2025 (****) who made several glamorous claims that we could only ever get the best deal by using her to design a pool and secure the lowest possible rates for construction of our pool. She stated that the fee would be deducted from the final cost by using her. This itself became the 1st lie. The agreed arrangement was that she would make all plans, provide 3D video and visuals of the pool design, have the engineer sign and seal the plans, fully submit the plans with approval to the city authority. As evidenced in her sales receipt (attached) which was above the quoted rate stated on her website of just $1500. After several weeks of waiting, I had to remind her that we were still waiting for the plans. It seemed like she rushed to produce very low quality images that did not fit our criteria of house flipping designs. She assured us that the designs did not reflect a higher price for the build cost - which eventually was proven to be false. We asked twice for a simple design but she refused to redesign. We did not get the video fly through that was stated on the advertised package and she repeatedly got a rejected submission from the *************************. She failed to understand the process needed to submit the forms, and I had to submit and file on my own at extra costs that had been paid to her as part of the agreed package.The local authority planning team told me that the plans had incorrect measurements and had been designed for waterside properties with excessively thick walls. Our property was well above any FL flood zone and it was obvious that the engineer was either not provided with the legal survey of the property or she had simply failed to inform them. We sought estimates to construct the pool and gave this price to **** to offer her cheaper deal. She was so far above the price that it was obvious she was trying to scam us. (Additionally texts available)

  Business Response

  Date: 04/30/2025

  INNACURATE BBB COMPLAINT:
  DESIGN CONCEPT OF FLORIDA WAS CONTRACTED FOR SOLELY ENGINEERING AND DESIGN DRAFTING SERVICES WHICH WERE APPROVED BY MR ***** AND HAVE BEEN PROVIDED AND FULFILLED
  AS PROMISED BY A LICENCED ENGINEER.   PAYMENT FOR SERVICES WAS ALSO MADE SOLELY TO DESIGN CONCEPT OF ********
  AQUA CUSTOM POOLS AND SPAS IS A LICENSED POOL COMPANY. THAT WOULD OF BEEN USED AS CONSTRUCTION IF MR ***** WOULD OF SIGNED A CONTRACT FOR CONSTRUCTION.  
  MR ***** HAS ZERO CLAIM  TO AQUA CUSTOM POOLS AND HAS NO CONTRACT WITH AQUA CUSTOM POOLS AND SPAS AS HE WAS A POTENTIAL DIY OWNER BUILDER.
  MR ***** WOULD NEED TO MAKE HIS CLAIM TO THE BBB THRU THE ACCURATE COMPANY. 
  THIS BBB CLAIM / COMPLAINT IS NOT ACCURATE.
  
  PROOF OF PAYMENT TO DESIGN CONCEPTS PROVIDED.

  Customer Answer

  Date: 04/30/2025

  
  Complaint: 23253740
  
  I am rejecting this response because:
  
  
  The company I paid was Design Concepts Unlimited DBA Aqua Custom Pools and Spas as confirmed in their text exchange. This is company (with both names) that the complaint has been filed as.   It is the legal company that accepted money via a bank transaction. 
  The evidence of services offered by the company is on their own website in black and white.   **********************************************************************************************************
  Their own page has all the items clearly listed.  It has clear descriptions of what their contract provides and includes.   I was told by phone that the higher price for payment included all the permits and fees.   
  
  This Company failed to submit any designs to contractors as per their own website claim or even submit their own full and proper estimate.  
  This company failed completely to submit to the satisfaction of the authority any plans and gain approval as per the conditions of their OWN website.  I had to do this myself at additional time and money to myself.
  The company stated that they could beat any other quotes by 15-20% (as stated in the texts) and should I grant them the contract at any stage that they would credit the amount paid toward the contract.   They never fulfilled any of their promises, made very poor designs and ignored the primary objective to design a budget pool for a simple house flip.  They repeated my request for a modest design 4 times as can be seen from the texts.
  They provided a very rough estimate of costs that was significantly higher than the most expensive estimate I had received on my own thus proving that this company was never going to save any money for us as promised.
  
  Text exchanges show conclusively that this company would have breached their own legal engineering plan to reduce the wall widths to 8inches.  Text images show how this company accused several major corporations of ****************** reports that this company would have breached regardless.   
  
  This company is selling a product that they clearly are not qualified to provide and one that would breach the legal standards of their own engineering designs.   They have taken advantage of us with wasted fees and time by not knowing the proper process to submit plans to a local authority - costs I paid in addition to their fees. 
  

  file of texts to be emailed separately due to size.
  
  Sincerely,
  
  ****** *****

  
  

  Customer Answer

  Date: 04/30/2025

  Texts exchange showing claims and willingness to breach legal plans

  Customer Answer

  Date: 04/30/2025

  Text conversion.  More communication

  Business Response

  Date: 05/01/2025

  Yes, we have 3 companies.
  The issue is that you have a BBB complaint on a company that the customer has not paid nor does he have a contract with.
  Proof of payment to Design Concepts of FL provided yesterday and again attached... THERE IS NO OTHER WORK OR AFFILIATION TO AQUA CUSTOM POOLS AND SPAS, customer never executed a build contract solely design services through
  Design Concepts of FL.
  INNACURATE COMPLAINT - THIS  CUSTOMER HAS NO CONTRACT TO BUILD WITH AQUA CUSTOM POOLS AND SPAS
  
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23253740
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 5/1/2025 4:26:01 PM
  

  Once again this company is trying to HIDE behind an alias.    The is a ploy often used by unscrupulous companies to simply close down a name when the truth comes out.

  attached is ANOTHER screen shot of WHO sent the plans..weirdly it came from AquaPools and Spas!

  Enough of the deceit, this company has been caught red handed.

  
  
  Sincerely,
  
  ****** *****