Aquamarine Pools of DFW, LLC

Complaint: [redacted] I am rejecting this response because:The information provided by the business is inaccurateThe gas heater was initially offered (once) as an alternative upgrade during the initial sales callHowever, upon assessment of my yard, Mr [redacted] (as witnessed and attested to by my neighbor who was there for the meeting) actually recommended we go with the electric heater, given the distance between the gas line and where the pool equipment was to be placedAdditionally, the heater was NOT working upon completion of the install and was not part of the city inspection at all, which is why the installer [redacted] was sent back to our site after the installationTo be CLEAR, no final inspection was ever completed on our pool, which is at the very heart of my complaint I made to the install supervisor and to Mr*** The fact that the heater was not functioning properly was noted by two Aqua Texas employees including Mr [redacted] and another employee names ***Furthermore, I'm astounded by this response since Mr [redacted] just called me two days ago and completely/ apologetically agreed to address my complaint in totality, which is related to the full electrical system, not simply the heater Regards, [redacted]

To Whom it May Concern,Contract was signed on 3/9/2017, total amount of contract $32,plus taxInstall began on 6/12/and was completed on 6/21/Job is complete and final inspection was passed with the city of DallasAll systems were working at completion and customer received all products purchasedPrice included a Kilowatt Hayward electric heater for the spa rated at 37,BTUHayward's manual on page states that the heater will heat up to gallons, this does not take into account wind and distance to the equipment padThe hot tub is approximately gallonsCustomer was offered a upgraded 200,BTU Natural gas heater multiple times at an additional cost of $for the heater less a $credit for the electric heaterThis price does not include the gas line and this upgrade was declined by the customerUpon multiple visits to the property, the heater was working as stated by the customerThe heater has a one year warranty from the manufacturerIf the heater is not working at this time she can contact the authorized Hayward warranty center for serviceAquamarine does not warranty Haywards products and the customer was made aware of this and signed a document on 6/12/stating, I understand the warranty is the responsibility of the manufacturer, not Aquamarine PoolsIn closing, we offer the following solutionsIf the heater is not working and needs service, contact the Hayward service center for a warranty claimIf the heater is working, they may want to purchase a heat blanket to prevent heat loss or adjust the timer so the spa will be hot at the intended time of useThey can also run the spa hours a day and it will be hot all the timeWe can install a 200,BTU Gas heater at an additional cost if the customer chooses.Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Hello!My name is [redacted] .I like to remove my complain number [redacted] because we got agreement.Thank you Regards, [redacted]

The final inspection was passed with the building departmentWe have contacted the Hayward warranty center for the customerAll Tex pools will be in touch with the customer for a warranty callShe can also contact them directly

Complaint: [redacted]
I am rejecting this response because:The information provided by the business is inaccurate. The gas heater was initially offered (once) as an alternative upgrade during the initial sales call. However, upon assessment of my yard, Mr. [redacted] (as witnessed and attested to by my neighbor who was there for the meeting) actually recommended we go with the electric heater, given the distance between the gas line and where the pool equipment was to be placed. Additionally, the heater was NOT working upon completion of the install and was not part of the city inspection at all, which is why the installer [redacted] was sent back to our site after the installation. To be CLEAR, no final inspection was ever completed on our pool, which is at the very heart of my complaint I made to the install supervisor and to Mr. [redacted].   The fact that the heater was not functioning properly was noted by two Aqua Texas employees including Mr. [redacted] and another employee names [redacted]. Furthermore, I'm astounded by this response since Mr. [redacted] just called me two days ago and completely/ apologetically agreed to address my complaint in totality, which is related to the full electrical system, not simply the heater. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Hello!My name is [redacted].I like to remove my complain number [redacted] because we got agreement.Thank you. 
Regards,...


[redacted]

To Whom it May Concern,Contract was signed on 3/9/2017, total amount of contract $32,287.26 plus tax. Install began on 6/12/2017 and was completed on 6/21/2017. Job is complete and final inspection was passed with the city of Dallas. All systems were working at completion and customer received all...

products purchased. Price included a 11 Kilowatt Hayward electric heater for the spa rated at 37,532 BTU. Hayward's manual on page 60 states that the heater will heat up to 1000 gallons, this does not take into account wind and distance to the equipment pad. The hot tub is approximately 275 gallons. Customer was offered a upgraded 200,000 BTU Natural gas heater multiple times at an additional cost of $2100 for the heater less a $400 credit for the electric heater. This price does not include the gas line and this upgrade was declined by the customer. Upon multiple visits to the property, the heater was working as stated by the customer. The heater has a one year warranty from the manufacturer. If the heater is not working at this time she can contact the authorized Hayward warranty center for service. Aquamarine does not warranty Haywards products and the customer was made aware of this and signed a document on 6/12/17 stating, I understand the warranty is the responsibility of the manufacturer, not Aquamarine Pools. In closing, we offer the following solutions. If the heater is not working and needs service, contact the Hayward service center for a warranty claim. If the heater is working, they may want to purchase a heat blanket to prevent heat loss or adjust the timer so the spa will be hot at the intended time of use. They can also run the spa 24 hours a day and it will be hot all the time. We can  install a 200,000 BTU Gas heater at an additional cost if the customer chooses.Regards,[redacted]