Complaints

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

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  Aqua Pool & Patio

  5904 N Palafox St Pensacola, FL 32503-7616

  
• 

  Aqua Pool & Patio

  1016 Beal Pkwy NW Fort Walton Beach, FL 32547-1472

  

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:01/19/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  
  
  Complaint: 21167304
  
  
  
  I am rejecting this response because: Aqua Pool and Patio did not address the issue of the complaint. They talked around every other point.
  

  My complaint is that an Aqua Pool and Patio staff member changed the setting on my pool equipment and then told me I needed a $450+\- repair when I asked why it was not working correctly. The equipment manufacture’s technician stated the continuous bypass would harm the equipment and that the equipment was not in need of a replacement part- only that it was placed in the incorrect mode- and that is why it was not working correctly.

  It cost me $125 for the manufacture’s technician to come out. Aqua Pool & Patio should pay that expense since this was there error. 

  
  Sincerely,
  
  
  
  Wes *******

  causing the on/off issue. Each warranty visit cost me $125. Aqua Pools cost me $250 in payments to my warranty company due to their errors.
  
  I called Aqua pool management (Vickie) and expressed my displeasure and lack of confidence in my service. I asked if they could credit me for the last $125 and try to stop this from continuing to repeat itself. She said she would get back to me.
  
  Then one week the tech is a no-show and said to contact management. When I called to see what was going on, she was short and rude, talked over me, and told me they were cancelling my service. She reminded me that I was displeased with what had happened and the solution was to part ways. She said she sent emails - three times - I guess not professional enough to call or take care of the customers or capable to work through conflict.
  
  They cost me more money in the long run.
  
  Would like them to compensate me the $125 their tech cost me by changing my system - telling me it was broken and need to be fixed ($450).

  Business Response

  Date: 02/06/2024

  Per his own words he has had minor issues with our service. We
  have done a very good job cleaning Mr. ******* pool.  I will spare you the 20 pages of texts that
  Zach has provided to me where it proves he went above and beyond cleaning this
  pool, which was mainly an Airbnb during the time we cleaned the pool.  Mr. ******* felt the need to constantly text
  Zach asking for a favor here and there, which included additional cleanings
  above and beyond and moving patio furniture. 
  Zach was always accommodating at no additional fees.  The comment about numerous people being at
  his house is laughable at best.  One was the
  tech who he said called his equipment stupid and we have already addressed this
  and sent a different Tech out.   This is
  while Zach was out on maternity leave, which Mr. ******* was told about in
  advance.  This did not keep him from
  bothering Zach via text to complain instead of calling the office.  Again, this situation had already been rectified.  The other tech he referred to was Zach’s manager
  and he came to look at the pool.  We
  disagree with the bypass on the heater. 
  We have over 40 years of experience as a Hayward warranty station and the
  bypass adds years to the life of the heater. 
  Vickie was not disrespectful or rude to Mr. *******.  She did try to send emails to him that for
  whatever reason he did not receive.  She simply
  let him know that we did not think we would be able to please him and therefore,
  would be canceling his pool service and be refunding the entire month of
  January cleaning fee of $180 despite cleaning the pool for 2 weeks of the month
  which if prorated would have been $90.  Mr.
  ******* said he does not have confidence in our ability to make him happy and
  we agree.  We will not be refunding Mr.
  ******* any more money.  

  Business Response

  Date: 02/19/2024

  We had originally given the customer back the entire month of January of $180.00 even though we serviced the pool for 2 of the 4 weeks.  We will prorate the amount refunded to $90 and give the customer the difference of $35.00 of the $125.00 he is requesting.  We will mail him a check for the $35.00.

   

  Customer Answer

  Date: 02/20/2024

  
  
  Complaint: 21167304
  
  
  
  I am rejecting this response because: it is not acceptable to now pay for old services that the Aqua Pool management stated they would not charge for. The company stated they were not going to charge for the 2 visits in January and need to honor that, despite this complaint.

  This complaint is for $125 fee caused by their technician’s error. That $125 needs to be paid. 

  
  Sincerely,
  
  
  
  Wes *******

  Business Response

  Date: 02/26/2024

  While we respectfully agree to disagree on this matter we will refund Mr. ******* the requested 125.00. This should draw an end to this complaint.

  Customer Answer

  Date: 02/26/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21167304, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Wes *******

• Initial Complaint

  Date:01/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18878752, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 01/23/2023

  I am so sorry this wasn't taken care of in a timely manner. I will get with our accountant asap and this will not happen again. We have a new person at this position so we are working through some growing pains. Thank you, Bill *******