Complaints

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

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  Aqua Leisure Pools & Spas LLC

  185 N Wilkes Barre Blvd Wilkes Barre, PA 18702-5329

  
• 

  Aqua Leisure Pools & Spas LLC

  2250 Scranton Carbondale Hwy Route 6 Scranton, PA 18508-1150

  

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:10/29/2023

  Type:Service or Repair 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.

  On October 1, 2022 I met with Salesman ********************************* at the Aqua Leisure Pools and Spa display at the ********** Fair. He sold me a spa, assuring me that service was readily available should I ever have a problem with it. I gave him a $4000.00 deposit on my **************** Card. I paid the balance of $3950.00 also on my card on November 8, 2022. The spa was delivered on November 9. I could not get the spa to operate and after numerous calls [all documented] a technician came and got the spa working November 21, 2022. In September 2023 I noticed the spa was not heating or the pump not running so i met with **** at their display at the Fair. I explained the problem, he gave me some advice on how to correct it. I went home and did what he recommended but it still did not work. I called the Service manager *** at ***************** and left a message. He called the next day and said he would order a part although they had not sent a tech to diagnose the problem. After numerous calls[all documented] I still have a tub of cold water and it's about to get colder. I would appreciate your assistance with these people. they have a serious problem with their service department. I have lost all patience with their excuses. Thank you

  Customer Answer

  Date: 11/09/2023

  I have been in contact with all parties involved at Aqua Leisure Pools and Spas since filing this complaint Sunday October 29, 2023. They have been working diligently with me this week to resolve this issue. The main source of the problem was a communication issue. I am hoping to have the defective part on my spa replaced soon. They were in contact with me today and are keeping me informed of their progress. 
  Thank you
  ***************************

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising 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.

  This complaint is related to a wholesale account with Aqua Leisure. We applied and were approved for a wholesale account in 2020, having placed a few orders since then. When trying to place another order last week, we were given retail prices, instead of wholesale. In questioning the sales rep, she said "we don't offer wholesale". I responded, providing a screenshot of the earlier email, in which they approved our wholesale account, but did not get a response. They are unethical and unprofessional. Decent products, but very bad business practice!!!!!

  Business Response

  Date: 09/18/2023

  I believe this complaint came to the wrong business.  We don't offer wholesale.  We are a retail pool business.

  Customer Answer

  Date: 09/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: I have email correspondence from Aqua Leisure in which they approved our wholesale account. They are lying. They changed the pricing to retail levels without notification. I can provide proof of this email from 2020, when we opened our wholesale account with them.

  
  Regards,
  
  ******** ********** 

• Initial Complaint

  Date:07/17/2023

  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 purchased an above ground pool 4/10/2023 from aqua leisure pool company Wilkes-Barre, Pa. I was told pool would be installed in the middle of June. That time passed and I requested my money back on multiple occasions due to the company not returning phone calls or emails. They eventually excavated for the pool site on 6/19/23 and informed pools are typically installed within a week. I purchased the sand as requested. Following multiple phone calls and emails to the company regarding projected installation date with no response I was finally able to get a call back from the salesman, who stated the company was having issues with no installation crews available (quit or “MIA”) and they are attempting to hire pool installers. All calls to the facility go to answering machines. On the date of purchase I paid a deposit of 1000 dollars. I subsequently paid $7,496.96 for the pool when it was delivered to my house (minus the liner, chemical kit and winter cover). Following multiple requests to contact me and not receiving any return communication I requested my money back on multiple occasions also with no return communication. An installer eventually contacted me to install the pool at 9 pm Sunday evening 7/16/2023 and he wanted to install the pool the next morning. I had previously notified the company I needed advanced notice so I could be available during the installation, which I did not receive. At this point I have little faith in this company and their customer service practices and lack of communication. My fear is having future issue with the the installer or pool and not being able to receive the service I may need if there is an issue with the pool. I want to return the pool and get my purchase price back, including the deposit if possible. No where on the contract does it state all sales are final. *** ****** contacted me today (7/17/23) with a condescending attitude and refused to return any payments stating no portion of my purchase price is refundable.

  Customer Answer

  Date: 08/29/2023

  As of today, 8/29/2923, Aqua Leisure pools has not attempted to contact me to resolve my complaint. I have received no communication from them regarding my request to return the incomplete pool they delivered (in unopened and as delivered condition), provide a refund, or supply the missing parts of the pool they failed to deliver to date (including the pool liner, chemical kit, and winter cover). I paid in full all requested amounts by Aqua Leisure when and as requested by them.  I still desire a refund of the purchase price. Aqua Leisures total lack of communication, failure to provide their cancellation, refund and return policy, has resulted in a total lack of faith in their business practices. They have failed to respond to numerous emails and voice messages to their business and continue to stone wall me. 

  Customer Answer

  Date: 09/05/2023

  As of today, 8/29/2923, Aqua Leisure pools has not attempted to contact me to resolve my complaint. I have received no communication from them regarding my request to return the incomplete pool they delivered (in unopened and as delivered condition), provide a refund, or supply the missing parts of the pool they failed to deliver to date (including the pool liner, chemical kit, and winter cover). I paid in full all requested amounts by Aqua Leisure when and as requested by them.  I still desire a refund of the purchase price. Aqua Leisures total lack of communication, failure to provide their cancellation, refund and return policy, has resulted in a total lack of faith in their business practices. They have failed to respond to numerous emails and voice messages to their business and continue to stone wall me. 

  Business Response

  Date: 11/07/2023

  April 14, 2023

  Dear Attorney *****,

  We have received a copy of your October 26, 2023 letter directed to **. ******* ********** and I have attached it for your convenience.  Please note that *** ******** has filed with the Attorney General and we have replied to his complaints a number of times.  We have attached those for your convenience.  

   Simply stated, and certainly within the knowledge of *** ******** we delivered a pool on June 13, 2023, it was excavated on June 19, 2023, there was a significant amount of rain which we may remember which delayed installation.  When we called to install the pool on July 13 and July 16, 2023 the client, *** ******** did not respond.  

  The customer pays for pool installation when the pool is actually installed and completed.  Our every attempt to complete the pool has been rebuffed by *** ********. 

  Sincerely,

• Initial Complaint

  Date:01/10/2023

  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.

  I ordered a pool from aqua leisure pool and had nothing but issues and added expenses with this company. Didn't give me everything I paid for and had to buy it on my own. I was not given the concrete, the pool cover was not given to me, the pipe was not completed by the pool company (had to pay someone else to do this) stated he did electrical and paid a licensed contractor to do all this. He was upset I didn't want to use his company for the extra concrete, so provided me with none. He added extra gravel after me telling him I wasn't using him for the concrete, so had to pay another company to remove all of this.

  Business Response

  Date: 02/15/2023

  January 31, 2023 
  Dear *** *****: 
  We have received **** *********'s complaint and as always we wish to be responsive to address her particular needs. In reading the customer statement of the problem, we are somewhat confused as to that which would satisfy her complaint. She suggest that she did not receive everything she paid for, we believe she did, but if she could be specific and tell us what she alleges was not received, she suggest she was not given concrete or a pool cover. Once again, we believe these were available. We did do additional work for her, as she requested clearing a certain area and billed her at our agreed price of $2,500.00 for preparation and she failed to pay that amount. If she could specifically outline her complaint we would appreciate it. We believe we can address these mutual concerns and come to an amicable solution. 
  Very truly yours, 
  ***** ** ****, Esq. 
  
  

  Customer Answer

  Date: 02/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  **** the owner is a liar. He never completed the job. I had to have someone else finish  the work,  that I paid him to complete. He is taking advantage of me knowing I am a women and a widow. **** is the owner of aqua leisure. He came to my house making me very uncomfortable asking me how my husband died. Then giving me his cell phone number saying he doesn't give this to anyone **** made me very uncomfortable being around him and not wanting to leave my house.  The man was the upright the most unprofessional businessman I have ever dealt with in my life. He is upset I didn't use him for the concrete being his price was way higher than others.  I never agreed to have him do this work. I didn't get any of that work done from him, I paid another company to complete this work.  I paid him for the completed job of the pool. Never got everything including the cover I paid for. 
  
  
  Regards,
  
  
  
  ***** *********