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:10/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid *************************** with Aqua Doc ********* $3550 to replace my pool liner ($2250 on 10/10/22 and $1300 on 7/1/23). He advised it would be installed in the spring 2023 when I paid initial deposit in October of 2022. I have repeatedly reached out to him requesting updates on timing, when the liner will be ordered etc. Over the summer he said he needed additional funds to complete the work and advised in writing it would be complete within 2-3 weeks of the additional $1300 paid on 7/1. I paid him within a day of his request. The pool liner has not even been ordered at this point (October 2023). Now I cant even get him to respond to me via email or text. Despite NUMEROUS attempts and request for my money to be refunded. I emailed him proof of the first payment on multiple occasions including on 3/30/23 and on 6/23/23 as per attached. I've provided it again for your reference. The last four digits of the card is **** as you can see from the receipt that he provided to me on 10/11/22 (also included on the attachment of this email).I want to be refunded the full $3550 so I can find someone else to do the pool liner installation because it needs to be replaced ASAP. Thank you, *******

• Initial Complaint

  Date:11/07/2022

  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.

  Used AquaDoc for pool services/closing for last few years and had never had any issues with them in the past.
  
  This year I hired them to close my pool. After they no showed x2 over a period of 4 weeks they finally showed up a day earlier than I was told by *****. I didn't think that was a problem and wanted the pool closed so I immediately drove home from work and made sure they could get into the fence etc...when I was sure they were there working with no issues I immediately left.
  
  I showed up at my house after they sent me the bill only to find out the pool cover was not covering the entire pool (part of the reason i have them out to do this work is to close the cover so leaves wont get in and stain destroy the painted plaster). I immediately called and was sent to voicemail. I immediately texted pictures and asked why it wasnt completed...again no response.....
  
  I emailed Aqua doc on 11/7 and ***** did reply...his comments are posted below....
  
  From: ***** ********
  Date: November 7, 2022 at 12:19:19 PM CST
  To: *** *******
  Subject: Re: Invoice #**** from Aquadoctor of Saint Louis
  
  ?The pool has been closed and you have been charged for the work that was conducted first of all yes the lines have been blown out and the cover was left in the orientation that you had it which is backwards why is the pool cover on the pool at all and the pool is not closed you missed leaving the cover off that we had to remove and clear and plug the 2 lines that were not exposed in theory your bill should be an additional 150 dollars as this is what I charge per hour and removing the cover to close to put it back on is not included jay just pay my bill and we can cut ties if that Is what you desire but a bronze is what you received I was on the way to tell you or whoever showed up and didn’t come to the back at all about the cover being wrong and you flew off in your Benz truck as I was walking up to the driveway
  
  Sent from my iPad

  Business Response

  Date: 12/01/2022

  dispute has been resolved. talked with customer, came back out and put cover on correct.