ComplaintsforAAA Spa & Pool Services

• Initial Complaint

  09/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased our pool from AAA last year and it was installed/completed in late July/early August 2021. When our pool was opened on April 27, 2022, there were several issues: - the Intelliconnect system (a remote system that controls the lights, heater, pump, etc). was not working fully; we could turn the pump off and on, but were not able to control the heater or the lights; AAA did come out in August of 2022 and the issue was resolved, but as of last week it is not working again - part of the pool liner was coming out in one corner (that has been fixed) - the pool ladder is rusting - we paid an extra $3,500 to have a concrete border that edges the pool (instead of a standard white plastic border) that is chipping on approx 16 sections (about a third of the entire border size; we have pictures) and varies in color (should be a consistent dark gray), every time it rains there is more chipping and we continue to find bits of concrete in our pool and in the filters We have consistently called and emailed AAA since the pool was opened to get service for the broken things and to talk with Earl (the owner) about the concrete border issue. As of today, our list of issues (minus the liner - the second bullet point above) remains the same. We have email documentation of all correspondence with AAA.

  Business response

  09/19/2022

  We have an appointment scheduled to go out to Mr ****** house on October 18th.  Earl, the owner, would be coming out to meet and look at the concrete. Also, we have an appointment scheduled September 28th to look at the heater and intelliconnect again.  We have been corresponding through email and this was sent email as well.    We have also contacted our intelliconnet rep to see if he can make a house call to look at it and go over it with them.  We have not heard from Mr. ****** to confirm these appointments, 9/28 & 10/18.  Unfortunately, we are understaffed and it is taking us longer to get to appointments than we would like. Concrete is not warranted.  This is stated in our contract.  We have had our subcontractor, who does concrete for a living and also poured this concrete, and talked to Mr. *******.  Mr ****** was not home. Explaining what we can do to fix the spots. The border cannot be just tour out.  The whole concrete around the whole pool would have to be tore out.  Our subcontractor has just been waiting for the ok to come out and fix the issue with filler and sealer.

  I will have them bring the ladder out for the inconvenience.  

   

   

   

  Customer response

  10/07/2022

  Good morning.
  This email is in response to complaint ID ******** - AAA Spa & Pool Services. 
  We did confirm the appointment for September 28 with Tami at AAA on September 24 via email. However, no one showed up from AAA that day or anytime after that. We have not heard anything from AAA in regard to this service appointment.
  We have also confirmed the appointment with Earl on October 18th.
  The contract (attached) does provide this: 
   - #15. Buyer agrees that with respect to all parts, assemblies or units purchased by Seller for completion of this contract, the buyer(s) shall look solely to the manufacturer's warranty and not to the Seller. Use of the pool shall constitute acceptance of all work performed.Do we then need to work directly with Intelliconnect and the heater company to get this corrected? When AAA came out to service the Intelliconnect (lights and heater not working), there were things that AAA fixed that day that were installed wrong.
   - Last sentence right above our signatures: By signing this agreement you acknowledge that AAA Spa & Pool Sevices does not warrant cracking or settling of concrete and you acknowledge that you have reviewed front and back of this agreement, understand it and everything is correct.We don't think that the issue we're having with the concrete has to do with cracking & settling. When the concrete border was first installed, there was an obvious issue as the coloration was horrible (pictures attached). AAA told us at that time that they'd never had a problem like that before and had never seen that before and did not know what happened. Their fix was to repaint and reseal the border. Now, the concrete is chipping away (pictures attached) from the inside out. Based upon us asking a few individuals who work with concrete, resealing/repainting it again is not going to fix the problem, as it will just continue to chip away. We had a lot of concrete poured around our pool, and the only place where it is chipping away is the border.
  **** ****** & **** *******
  

  Customer response

  12/13/2023

  The matter is now resolved. 

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