Aqua Pools

A full explanation can be seen on our BBB A+ page: https://www.bbb.org/connecticut/business-reviews/pool-contractors/aqua-pool-patio-inc-in-east-windsor-ct-148

We are sorry that such unfortunate circumstances have derailed the pool build process. Unfortunately our request to either make the pool smaller, change the location of the pool, or change the shape of the pool in order to comply with city standards, was denied by the homeowner.

Upon initiation of planning, the homeowner signed an agreement stating that Aqua Pool will keep up to $5,000, plus our direct costs, of the down payment. We chose to only keep our direct costs (2600) instead of keeping both the $2600 PLUS $5,000 because we felt that was the fair thing to do.

Hello, Bob. We are very sorry to hear that you feel this way about your service. We take every concern seriously and do our part to be sure our customers have the best possible experience. Although you have had some pool concerns, we would like to convey that Aqua Pool and Patio has done its part in this process.

Aqua Pool and Patio’s pool builds come with a warranty for 1 year. We also offer a lifetime Structural Warranty that states, “the pool structure will remain structurally sound for the period of time that the pool is owned by the buyer. The term structurally sound means that the swimming pool is capable of retaining water, and in the event of failure to do so the contractor will, within this period, repair the pool structure so that it will retain water”. If the pool is thought to be cracked, we will perform tests to determine if it is a structural issue, and if it is leaking we will fix it. As stated above, this pool was not leaking, while the tile, coping, and other issues were unfortunately no longer under the one year, signed contract.

Upon the expiration of the warranty, Aqua Pool does not perform any service or maintenance on the pool. The current issues must be addressed to your service provider. The most common cause of tile damage is ice damage as a result of improper pool winterizing or not maintaining the water levels as the water freezes over the winter(s).

When it comes to the loose drain as stated in the review, on 6/20/13, a work order states that drain screws only needed to be tightened. The main suction outlets were installed properly. The confusion may have been sparked by the presence of multiple screw holes, as not all are used in installments. Any present repairs must be taken up with the manufacturer, as Aqua Pool’s service is no longer free upon an expired warranty, signed by the client.

Furthermore, concerns about the floor system as stated above, are a manufacture concern. The client should contact the manufacturer or his pool professional in order to have any repairs made. Each visit Aqua Pool and Patio has made to the site indicates the system is working properly.

In all, we have taken every phone call or promptly returned every phone call that was made in this process. Even if the person who was asked for was unavailable at the time, one of Aqua Pool’s staff was there to help, as we are available 50 weeks out of the year.

Aqua Pool and Patio will continue to honor our warranties and answer phone calls. However, there is a limit to the amount of verbal abuse our staff will absorb, giving no choice but to end the conversation. Additionally, Aqua Pool and Patio will stop offering services as bills continue to go unpaid. We respect your concerns as we only hope you respect our due diligence to continually help in this situation.