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:08/09/2023

  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.

  On June 20th Aquarius came to my home to remove metal stains from my pool liner. In doing that they left my liner with bleached spots all over. They ruined it. It's a 20 year liner in its 5th year of life. I've been trying to get them to come and look at the damage ever since.
  On July 24th they sent a service man ***, and another person. They tested my water, told me my water was way out of chemical balance and that they saw the bleaching. I then took a water sample to their store and my water balance was perfect. I believe they were trying to find a way to blame me for the bleached spots because they said my chlorine was way to high, it wasnt, and *** told *****, the service manager, there were no stains.
  I asked ***** to come look, we made an appt for 10:00 Thursday the 27th. No show, no phone call. When I called the store at 10:40 they said he had an emergency. I waited until Friday afternoon expecting ***** to call, nothing. I called, told ***** I wanted to speak to the owner, William Ridgewell. Mr.Ridgewell called me shortly and told me he would get with ***** to make a time they could both come and he would call me Monday, July 31st to set an appointment. It's is now August 9th and I have heard nothing.
  They damaged my pool liner, they know it and they are content to ignore the situation.

  

  Business Response

  Date: 08/30/2023

  We spoke with the customer yesterday after my service manager returned to work after being out for over 2 weeks with health issues.  We are planning on meeting with the customer on September 7 as the customer in not available till then.

  Customer Answer

  Date: 08/31/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business did contact me an set up an appointment.  I would like to wait to close this complaint until after the appointment on 09/07/2023. 
  
  Regards, ***** ******

  

  Business Response

  Date: 10/03/2023

  We are working with the consumer.  We had a liner representative out last week.  We are going to replace her liner.  The consumer seems pleased with the outcome.