ComplaintsforAgua Pools and Spa, Inc

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a pool and spa to be constructed in May 2021 they began construction. Completion of the pool was in September 2021. We discovered a leak in November that was in the bottom drain and the builder was notified. They have yet to contact us but an email or phone. We had the repair done at our own expense as this is a important health need for my husband to use in his back recovery. The company we used completed the job on Jan 4th **** and have not had any issues since the repair. The cost was over $1500 + $395 for the investigation of where the leak was in the pool system.

  Business response

  02/13/2024

  Hello ****,

  
  I wanted to personally reach out regarding the concerns you have raised about the leak in *****************.

  
  Firstly, I would like to thank you for your patience and for bringing this matter to our attention. After thoroughly reviewing your case, I can see that we have engaged in multiple service visits to address the issues with your pool, as shown in our records.

  
  On 11/10/21, we were made aware of a significant water loss, and we promptly investigated, resulting in repairs being sent to our specialist, ******, for immediate attention.

  
  Our records also indicate a service visit on 11/18/21, where we addressed a concern with the interior finish spa main drain that was causing a leak, and on 2/1/22, where we conducted leak detection services. Each of these instances was met with swift action to diagnose and resolve the problem areas. The efforts to remedy the situation included cutting around the main drain (MD), sealing with hydro, and then patching to ensure the integrity of the pool's structure.

  Checking our records, I do not see where you have attempted to contact us other then this most recent notification of the issue, which ***** has been communicating with you on.

  
  We understand how important it is for you to have a fully functional pool, especially considering the health needs of your husband. It is regrettable, however, that despite our immediate and comprehensive service responses, you continued to experience difficulties.

  
  Please note that while our warranty covers product defects and construction quality for one year from completion, there are external factors that can impact the longevity of a pool's condition. These include pre-existing ground conditions, the critical balance of pool chemicals, and changes in groundwater levels, which are unfortunately outside of our control.

  
  Given that the repairs fall outside the warranty period, we are limited in our capacity to cover the costs incurred post-warranty.

  
  Thank you for your understanding.

  
  Warmest regards,
  ***********************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contracted with Agua Pools and Spa, aka Agua Pools, on September 23, 2021 in the amount of 95,000. There were additional addendums to the contract for a total price of 108,835. The salesman Bill J***** failed to provide us with an itemized bill and refused to return our calls since we paid the initial deposit. He charged us $5K for the micro dig but used large machines for excavation. Agua Pools collected all of the payments in installments and failed to deliver on work that was promised. The final payment that was made on made on May 13, 2022 right before the plaster finish was to be installed. Shortly afterwards, Agua Pools and their owner Randy B***** stopped all work on the pool. I had to engage outside contractors to complete the work which was to be completed by Agua Pools under contract. Even now, there are several issues with the pool which need to be fixed. I have tried to work with Randy, but he is an extremely rude person who resorts to personal attacks in his emails. I wish that I had never used their services, but they should not be allowed to scam customers like this.

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/09/12) */ This customer sent an email to AGUA pools as soon as we plastered the pool stating that no one from AGUA pools was allowed on his property, and to consider this notice that any one would be arrested trespassing on his property. At that point I (Randy) the owner did so instruct my staff to never return to this address. It's amazing how this super special case of a client left that out as they were serving up there AGUA pools bashing to the bbb. I can in fact send the email to bbb however that would directly identify this X client. There pool is complete and beautiful. Finaled by the county and paid for. As far as there 95,000 or 108,000 business with AGUA pools goes I truly wish they would have chosen a different builder as they are super not cool peeps ! AGUA pools is a great company building 350 pools a year and making 99% of them happy, never mind we are still building in 6 to 8 months from contract on typical builds, we strive daily to improve our services and better serve our happy customers. Sorry if a few cases a year get away from us and we're not a good fit 100% of the time. That I apologize for. But if your gonna take the time to reach out to bbb Atleast tell the entire story. Leaving out your napoleon syndrome trespassing email was really tacky of you don't you think. Trespassing your contractor will assure that no punch items get addressed, no service work is performed and no warranties as we can not complete any arising issues. And they trespassed AGUA because they said we took OUR extra chemicals with us when we were done balancing there pool. As a business owner I want to thank the bbb for being there to listen to people like this spill there one sided stories. The bbb should get a raise , actually, I wonder if the bbb started charging $50to file a potentially misleading complaint exactly how many people would ever reach out to them. Instead they try to charge the hard working businesses to be a member of there non authoritarian pack. No disrespect bbb. But this customer did warn you about the owner that lashed out. I'm proud of our 100 employees and proud to be apart of this great pool company, As I close I truly mean no harm but do enjoy the opportunity the bbb gives us to return and them publicize a business owners side to a unhappy customer complaint, some actually have a point and we learn from our mistakes. This particular case is total*** and the customers them selves argue about everything daily. One sends and email saying they sky is blue and sunny, the other says it dark and gloomy. To this customer I will say. Please just enjoy your pool Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The builder is going to justify reasons for not completing the job. In this case, blame us because we requested (only after the screen enclosure was complete) to either schedule with us before coming to the job or to let us know by simply ringing the door bell, as all other contractors do, as a courtesy. This will allow us time to ensure that our large breed dogs are not in the area. I'm including a copy of the email communication with this response so BBB can review the reason which was clearly communicated with the builder. The builder has the hubris to continuously boast about the quantity of pools that they have built. Quantity does not equal quality. One of my complaints was that the pool water was not balanced and my suspicion was true. The day after the pool technician visited our home and yes took the chemicals (from our premises without letting us know) there were issues with the water. I've included the receipt from the store which shows that the PH and chlorine were not balanced and required chemicals to be added. My suspicion was based on the fact that when I questioned the person from Agua who checked the chemicals regarding the reading and did not get a proper response. The person was also very arrogant which seems to be the culture at Agua from top down. I'm including a summary of the funds owed to me as a part of Agua for not completing the work, missing equipment and extra charges. Agua charged extra in the contract for "micro dig" which is access limited to 5 feet. It was explained to me from the salesperson, Bill J*****, that they would have to smaller machines for excavation which would take 2-3 days vs 1 day for the larger machine. We agreed to this because we did not want Agua to encroach on the neighbor's property. They used the CAT 306 which measures at 77" in width way more than 60" for which they charged us a premium. The excavation was completed in half a day. I've included pictures of the machine and the 5' access clearly marked on the plan. This caused additional damage to the downspout and fencing and damage to the neighbor's yard. I've also requested parts for the Pentair bubbler from Agua which they failed to deliver. This request like others were ignored. I had to purchase this and other parts which were supposed to be provided and installed by Agua. In my email to Randy, I did mention that the installation was not complete (see attached file) and listed out the outstanding items which he refused to complete and I had to get outside contractors to finish the work. The response by Agua is inaccurate, the pool still has not passed final inspection. I have in no way hindered access to the pool for the workers or the inspectors. In fact, just yesterday the inspector came to do the inspection on the screen enclosure. I've included an invoice for Agua and if they are willing to pay the sum of $8,894 and repair one corner of the pool where tiles are not installed properly we can close this case. Taking payment for customers and not completing the work is bad karma. Business Response /* (4000, 9, 2022/09/14) */ Our pool permit had a final inspection with final approval on July 8th as I stated. This can be confirmed just by looking at st Johns building dept site. I do not have the will or want to argue or discuss this. Look it up. All the things you claimed we did not do would have been done as they are on the 100s of other pools we build that do not threaten trespass against my staff. Do whatever ever you like with your time please. But you've heard my last comment. Obviously there wil be no resolution or compensation with this customer from my company. This pool is completed, finalized by St. John's and we have no intentions of revisiting this address. Consumer Response /* (4200, 11, 2022/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Agua sent an employee to my home on a holiday (memorial day 5/30/2022) when their offices were closed. This visit was not scheduled and the person did not even ring the bell as a courtesy to let us know they were there. Not only that they took the chemicals which were required for my pool without permission. This person should not have come on a holiday when their offices are closed, period! I had mentioned this to Agua previously to let us know by ringing the bell and not to just enter the premises. They constantly ignored this request, hence I had to use strong language to get them to comply. The owner is going to use the "trespassing" as an excuse to not complete the work. The fact is there have been Agua employees to my home (after 5/30 when Randy ordered stoppage of work) to complete some necessary tasks which were outlined in the failed inspection. So the trespassing as an excuse to not complete the outstanding work has no merit. I am out significant amount of money on top of what I have paid Agua. I'm asking that they do the right thing and reimburse me for my expenses.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contracted with Agua Pools and Spas aka ************** in September 2021 to install a pool at my home. The contracted price was approximately $77,000. The initial experience was great, until there were issues with the install of the stone decking. Initially the company was willing to replace the stone decking as the agreed path forward, six (6) crates of the new stone was delivered to my home for the replacement. I was advised in writing by the project manager that payment would not be due until the issues with our stone decking were resolved. The organization changed the path forward on their own accord to powerwash. The company has come 4 times to powerwash and caused significant deterioration to the stones to include, but not limited to, cracks, chips, removal of finish, and unnatural discoloration is evident . The company went to other contracted customers with the same stone choice whose deck was not yet installed and had them change their decking choice OR sign a waiver to not hold the company responsible for any issues. We were told by one of their employees that they are having significant issues and recommended that we change our decking. On March 4, 2022 we reached out to our project manager for other options of stone to replace the damaged ones laid (in writing). On March 22, 2022 I received an email from the owner of the organization, threatening liens, warranty cancellation, and a direct threat of potential confrontation at my home. Since the beginning of March it has been a back and forth, all in writing, and again on 4/4/22 the owner sent another threatening email about cancelling all warranties and liens on the pool unless they get their payment that is not yet due based on their own written communications. We have also ben made aware that the company has admitted continued issues with the install of this stone, with individuals willing to state as such. The stone deck is not in acceptable condition as evidenced by the attachments.

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/04/08) */ *************** is the contractor on this project not Agua pools. Possibly start by knowing who you signed a contract with please. Secondly if you actually read the contract it states exactly when payments are due. This customer has been in payment default for weeks and clearly has not acknowledging that. The contract clearly states the payment arrangement and timing despite our staff continued this project all the way to completion with out this final payment. We were simply being patient while the cleansing treatments were being done. Contract is a contract sir. To address the complaint I will first say no one threatened anyone and the customers stone type is typical of needing multiple cleansing to reach its final state. This particular customer is just upset that they do not get a new deck installed instead of patently waiting out the natural stones acclimation process to its new environment. We build approximately 300 pools per year and do a great job, in this case as a few times per year we collect a special type customer that simply does not except anything but there own perception of a process or product. If they new so much possibly they should have built this pool themselves. There pool is completed, there payment is not paid, we do not work on pools that owe monies as we have 100s of happy paying customers to focus our attention on. This customer was told by the owner that If he paid there past due amounts he would visit the site personally to discuss the project. Instead the homeowners decided to not pay, dangle the check to get there way and obviously that did not work out which is why they are reaching out to the bbb to vent. We are a great company with a greater reputation and hundreds of happy homeowners per year. We apologize for these rare and special cases that occur that we can not satisfy. As far as liens and canceling there warranties, yes, per our contracts that's what happens when you do not pay your contracted amount and your swimming in a beautiful pool daily. There will be no satisfactory resolution for this customer from our company and this unfortunately will proceed to the arbitration process, which we have never been involved in (while they are swimming in there new pool). Ps. For the record our company has never been sued, never been to court, never been fined by any county, city or municipality, and we have never hired an attorney for any form of litigation or legal matter with a homeowner, sub contractor or institution and that's after building and completing hundred of pools. Some times in a lot of situations and locations there's always the case of the "village idiot". And it seems as if it's always a very educated individual that raises that flag. Life is short and everyday is a gift, we should all embrace it and be happy. Consumer Response /* (3000, 7, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) *************** is who we contracted with, which occurred at Agua Pools location and communications involving this project occur with, but not limited to, Agua Pools owners and employees representing ***************. *************** a.k.a Agua Pools has abandoned this project without completion. As evidenced by pictures (taken on 4/18 and 4/19), of the continued staining getting worse, many of the stones have been damaged and have deteriorated due to the powerwashing that *************** a.k.a Agua Pools completed at the direction of their owner, which is clearly documented in writing, provided to the customer by ***************'s employee. The damage includes, but is not limited to, continued staining, pieces of stone that have broken off, and the surface layer of the stone being stripped off causing significant damage to the stones. This is all evidenced by the original stone compared to the stone that has been powerwashed multiple times by ***************. The issues are not about the stone acclimating to its new environment. The issues are more significant and *************** a.k.a Agua Pools owner does not want to accept responsibility for the issues that his organization has created after his own project manager deemed it necessary to replace the stone decking due to issues that he witnessed. At the time the contract was signed in September 2021, it was never discussed with *************** or Agua Pools that there would be these types of issues. It was also never discussed that the business would continue to try and change the facts of the situation each time an issue or concern was raised by customer. This is evidenced by the fact that as of March 2nd, 2022 the deck was to be replaced as the project manager deemed the stone and install of the stone an issue. At his owner's direction, and evidenced by multiple written communications, it was to powerwash once, then multiple times, and now the business apparently deems this project complete without resolving the issues. In the owner's last email to the customer, it clearly states the project is incomplete. The customer is not upset about not getting a new deck, the customer would like the stone deck that they paid a significant price for, which the business has not been able to deliver and instead continues to make excuses and change their story opposed to resolving the issues. It has been brought to the attention of the customer that there are several other customers of this organization in a similar situation. Including, those that have been told that there are issues with stone and issues with the sand being used during the installation, again evidenced by communications from the pool builder to these customers. To the business's response that the "customer wants to dangle the check", that has not been the case as evidenced by multiple written communications with the business owner. The owner changed his organization's narrative about the payment because the owner was not happy with his own employee communicating with the customer in March 2022 that the payment would not be due until all issues with stone decking were resolved. This is also clearly evidenced and documented in various ways, including writing. The customer is not in default of the contract, as the project manager, an employee/representative of *************** a.k.a Agua Pools, clearly communicated on March 2nd, 2022 in writing that payment would not be required until all issues were resolved with the stone decking. To the business's point that they "were being patient while the cleansing process took place", is not accurate. They have continued to use threatening and intimidation tactics in an attempt to resolve this situation to their benefit, without taking responsibility for the continued issues and damage they caused by their powerwashing on multiple occasions and installation of the stone deck. The contract to initiate the project was signed in September 2021, clearly before the March 2, 2022, communications from the business that payment would not be required until all issues were resolved. The business continues to ignore the fact that on March 2, 2022, it was their idea to not accept payment until all issues were resolved with the stone decking. They initiated the fact that payment would not be due until all issues are resolved with the stone decking (which they are not), yet they now want to accuse the customer of being in default because the outcome of the situation is not yet resolved. Again, as evidenced by the attached pictures the issues are clearly not resolved and the owner of the company Randy B***** has no intention of honoring the contract or completing the project, as evidenced by his continued emails and his business's response to this complaint. In the business's response to this complaint, they deem the project complete, however, in the last email the owner sent on 4/6/22, in his own words it clearly states that the job is not complete or resolved. The business continues to attempt to manipulate the facts of the situation to fit their narrative and not take responsibility for the continued issues with the stone decking they installed, which include ongoing staining, damaged and chipped stone as a result of the powerwashing they conducted and based on new recently gathered information that there is the potential of improper installation of the stone decking. Furthermore, information has recently been gathered in documentary form that *************** a.k.a. Agua Pools contacted the supplier of the stone because they were aware of ongoing issues with the stone used for the customers decking, as well as several other customers stone decking. The business advised customers they were contacting the supplier to determine the issues, shortly thereafter they washed away sand at a different project that had already been installed, advising the customer they used the wrong sand prior to the stone installation. Information has also been gathered in documentary form that *************** a.k.a Agua Pools has recently made a change to the sand they were using for similar stone installation. These actions, as well as other documented actions, are an indicator that *************** a.k.a Agua Pools had awareness of an issue with the installation process of the stone. It appears that the business's solution to continually powerwash the stone was not an effective solution as the business has now made a change to the installation process and the type of sand that is used for the stone installation. The actual solution appears to be a change in the installation process. It also begs the question, was the wrong sand used for the installation of this customer's stone decking? Instead of taking responsibility for the continued issues with the stone decking that the business installed and then proceeded to continue to damage by powerwashing, they continue to resort to bullying and intimidation tactics in an attempt to resolve the issue. This is evidenced by the business implying the customer is the "Village Idiot" in their response to the initial BBB complaint. This has been an ongoing pattern throughout communications, including the threat of potential confrontation at the customer's home, threat of forcing liens and cancellation of warranties with no basis considering all the facts of the situation. It also is worrisome that the business would know and imply that the customer is swimming in the pool daily considering the owner has not shown up at the project to review the damage for himself. The customer has made multiple attempts to amicably resolve the issues with the business, including but not limited to offering *************** an opportunity to have another company install the exact same stone because they have had no issues installing it, at *************** expense and the customer would sign a non-disclosure agreement and not discuss the situation. The customer has offered multiple other paths to resolution and have been cooperative during the process while the business continued to damage the installed stone and change their story with multiple other customers. On March 22, 2022, the owner of the business wrote the customer an email in which he wrote in an intimidating nature and threatened various kinds of action against the customer. The customer's spouse replied to the owner on the same day with the facts of the situation, so all parties had the same information, including providing written and evidenced communications with the business regarding payment and the ongoing issues. In the owner's response to the follow-up email to the customer's spouse, the owner agreed that the facts presented were accurate admitting the issues. Yet weeks later, the business's story continues to change without a resolution. Business Response /* (4000, 9, 2022/04/20) */ Way to much to say with this customer , However. St. John's county building dept was at this project last week and did the final inspection. Meaning they and we are complete. So not sure where abandonment plays into that. Customer is swimming and building dept did a final on our permit. Sounds NOT abandoned to me. This could be one of those certain cases where there is no Re solution that makes this person happy. Our apologies. As you swim. Again. Please enjoy the pool that you have not paid for. And please find something to do with your time. Like charity work maybe. Thanks. Consumer Response /* (3000, 17, 2022/05/02) */ The case has not been resolved as the business continues to not assume responsibility for the damage that they have caused. The deck still has staining issues, eight weeks after it was initially installed, and with the four times they conducted power washing at the direction fo their owner, damaged multiple stones. There is a difference of passing code and properly installing a deck without defrauding a customer. The analogy to compare this against is, a student can pass a test in school with a D, which means they passed but maybe did not have the best quality. Based the businesses's last response, they do not understand the difference, take pride in the work or honor the contract and information communicated by their own employees. It is unfortunate the business continues to take this stance without taking responsibility, and continues to make personal attacks. The customer still considers the business as abandonding the project, and will continue to pursue resolution through various means. Business Response /* (4000, 19, 2022/05/02) */ Customer still has outstanding balance, as the builder we dedicate our crews time to paying customers with reasonable expectations. Consumer Response /* (4200, 25, 2022/05/26) */ Forwarded message From: ******* ***** <**********@gmail.com> Date: Wed, May 25, 2022 at 7:00 PM Subject: Re: BBB Complaint Case# ******** (Ref#XXX-XXXXXXXX-XXXXXXXX-XX-XXXX) To: Better Business Bureau <*****@findbbb.org> The owner has not remedied the situation. The problem gets worse by the day. I am Attaching pictures from today, 5/25/2022. It appears based on the lack of a solution from the company, Agua Pools and Spas aka ******** ****** believes that this is an acceptable product. We will have to explore all legal paths to enable us to have an acceptable solution. Please let us know the next steps. Thank you, ******* and **** ****

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  DO NOT! I REPEAT DO NOT HIRE AGUA POOLS! After my pool and deck were built, I paid SEPARATELY for a landing pad to be installed at the bottom of my stairs, with some pieces of leftover travertine, that I was told I could take, as a matter of fact, the young man who came to pick up the palette of leftover travertine told me I could take as much as I want OR keep the remainder of the palette, if I wanted, remember that. AFTER my landing was built, I noticed that the drop to the landing from the last step was DEEPER than the rest of the step. Now I ask you, aren't ALL steps supposed to be the same height apart? A step in any direction is not supposed to be higher OR lower than any other step, correct? So, AFTER my landing was built, the county came out for the final inspection and the project failed. Why you ask, because the bottom step was DEEPER to the landing than any other step, which means OUT OF CODE, AND a safety hazard!! The INSPECTOR told me that had I not built the landing pad, the difference would be HIGHER than what it was. The project manager for that part of the project, Ryan L******, EVENTUALLY came out to see why HE failed, and couldn't fathom WHY he failed and what the inspector saw wrong with a step that was TOO HIGH from the landing. Fast forward to today, Ryan comes out with a crew, telling me he was there to fix the step, but needed access to my locked property. He was granted access. When I got home, I saw that his story was just a ruse, as well as my communication with him, JUST to pass inspection. Ryan proceeded to tell me that a step COULD be put there IF I PAID FOR IT. Now tell me, hard working potential clients, is it right for a company who has been paid IN FULL, to expect to receive ADDITIONAL PAYMENT to rectify a problem that they caused? I didn't remove a proper step or do anything to alter their finished work in order to b build my platform, so why should I be penalized for their faulty and lazy craftmanship?

  Business response

  04/01/2022

  Business Response /* (1000, 5, 2022/02/17) */ Agua pools successfully builds 250 pools per year, despite our efforts we seem to collect a couple complaints per year out of that 250 that actually make it this far. This particular homeowner as he stated added an additional area of concrete and travertine to his project, this landing/area was not on the original design we supplied nor was included in his pricing with us. He or a family member added concrete work and travertine to a stair area exiting the deck. He or they obviously have or had no construction experience in this field and yet built something that was not approved,included or excepted by the building department nor Agua pools. He attached this out of code area built with concrete and travertine to our permitted pool and it's now being denied a final inspection, but instead of admitting his guilt and faulty work he chooses to blame us. He did not pay us or others as he stated, he or a family member did this below code work. Agua pools is a large reputable builder, I will be happy to supply the blue print and permitted copy of this owners drawings and you will see this area was not included, paid for or permitted with his job. This owner also added 18,000 in addendums in the meddle of his construction that were completed, this owner also took $1500 in travertine materials and stacked it in there garage at our expense, we typically give homeowners materials for small projects as he stated, but not $1500 worth. We let this go. His pool is beautifully, his job is done. This "landing" area is his doing and his to repair correctly, Agua pools is just an excuse for these people to blame and the BBB is a great place for these owners to vent. Please realize this work was not done by Agua pools nor was it paid for to Agua pools. This work in question was self inflicted by a non qualified owner. Our contracts clearly state this is not allowed, for an owner to build something that effects our completion and inspections will void all warranties that we offer , and this is exactly why. Mr homeowner, we recommend no contractors work for you in the future. If your so capable of doing it yourself then why hire a contractor at all. Oh, because you obviously do not know step codes nor should be building them. Ps. Ryan was actually standing his ground and protecting our interests. You get what you pay for and you should not do things or misrepresent the facts. YOU BUILT IT SO YOU CAN FIX IT. Please enjoy your beautiful new pool , and call us when your step/landing is repaired to code and we will be glad to final your pool project with the building dept. BBB is not the police and will not defend you when you are wrong. (Or rite for that matter) Congrats on voiding your warranties also. Correct the issues you created within 15 days , let us get the final and then your warranties will stay in effect. Thank you. Agua Pools. Consumer Response /* (3000, 7, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, Agua pools is missing the point. THEY are failing inspection NOT due to the added landing area (which was NOT done by a family member, but a licensed contractor), AFTER the project was complete, they are failing because the steps THEY built are not to code. When my LICENSED contractor came to install the landing, he measured each step and saw that each step was 3' apart and the bottom step was 8' from the landing. He built the landing UP to where another step was SUPPOSED be. And at the FIRST inspection you failed, where the Inspector instructed you to REPAIR ALL STEPS TO OUTDOORS TO BE OF IMMOVABLE KIND (not a mound of dirt!!) AND OF RISER TO BE NO GREATER THAN 3/8 IN HEIGHT FROM ONE TO THE OTHER (see pics). The last step THAT YOU BUILT, is a deeper drop to the landing which is OUT OF CODE, per St. John's County. My landing addition DID NOT, and HAS NOT affected the completion of their work, because it was done AFTER their work was completed, nor is it hindering the inspection, because ONCE AGAIN, the problem is NOT with the landing, but with the step that is TOO HIGH from the landing that Agua Pools installed. If my landing was the issue, I would have been directed to REMOVE IT, AT THE 1ST INSPECTION, which I would have gladly done. They are trying to deflect from their lack of quality craftsmanship and professionalism. They thought that by dumping dirt onto my landing that they would fool the inspectors into thinking the landing was graded and up to code, which is not. It is VERY CLEAR that Agua Pools does not stand by their work and try to blame the customer when they are clearly in the wrong PER ST. JOHNS COUNTY BUILDINGS DEPT, and claim that I voided ANY warranties, which I did not, to avoid taking accountability for their shoddy work. And FYI, I don't need the BBB to defend me, the St. John's County Building Dept is my defense, because THEY are the ones that have VISUALLY inspected my property and are failing you for YOUR lack of knowledge or plain laziness in adhering to step codes. I have PROOF and the testimony of PROFESSIONALS, and I am sure once your company starts getting fined, the problem will be resolved.....I no longer wish to debate with the brick wall that is Agua Pools. When you are ready to rectify the situation, you have my number to MAKE AN APPOINTMENT, as access to my property is denied without prior notice.

*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. ↩