Complaint Review: Aqua Pool And Spa - Mark Andronico - Modesto California

We have also filed a report against AQUA POOL and SPA.. Believe me when I tell you that everything in this post is FOR REAL. Im not saying that they do this to everyone.. but it has happened to us as well.. Aqua Pools and Spa have a nice showroom and a nice website.. BUT THAT IS IT!! iT has been 4 years of headache for our family. Im sorry if you have to deal with their Employee by the name of "CRAIG". all he will do is argue with you and tell you why it is not their fault. He is very rude and unprofessional to say the least. Our Pool leaks about 3-4 inches a day!! It has been this way from the very beginning. Not only does it leak.. There are other problems as well! This company will charge you and demand payment even though they did a poor job.. We are stuck with a POOL that does NOT Work and it has been over 4 years. They will also send you letters from their attorney to demand payment.. We will not pay the full price until we get what we were contracted for.. OH also!! "Craig" the RUDE employee will also TAKE all of the Pool equipment manuals so that you cant use the pool equipment. HE demanded payment from us and then told us if we did not pay the FULL balance RIGHT THEN.. he would take the manuals. I would think twice before paying TOP DOLLAR just because of a nice showroom! If you could see the final product that we are stuck with.. you would go somewhere else. All we want is a working Pool and Quality work.. WE are stuck without both!!

I have contacted Aqua Pool & Spa and the following facts were relayed to me. Mark Andronico no longer works for Aqua and hasn't for some time approx. 5 months or so. From what I was told by a senior staff member. Certainly not during this posting. Also, Mark Andronico signed his posting with Aqua Signature and wrote the letter as though it was Aqua speaking for him all lies and untrue. He even speaks of himself in the third person as though Aqua is giving him praise for is efforts. Again I have been told not true! This is just weird. Who does this? When you pose as an employee of a company and sign their name to a letter how ethical is this? I will not comment further. lynda

Well, It only took you three (3) years. I guess it took that long for you to come up with the story you have just posted. And you said I have bad character. I can't believe the lies you have just posted. But this is Aqua Pools. Everything I conveyed in my letter was exactly what happened and everyone who works at Auqa knows it. Shane works there of course he's going to say what his employers want him to, as do Sam and all the others. So, If I am such a person of bad character I wonder why did I continue payments Mark?? Why after months did the finance dept. call and send me threating letters about owing more money to aqua after explaining to them our situation and what happened out here Megan phoned me and apologized and I never heard another word?? Your facts are wrong the color upgrade was just an inquiry I never said we were "offerd a discount". Just more lies. As far as the gunite crew coming back out to reshoot the bottom of the pool - Craig said they could do it.... Sam said they could do it... in about two to three weeks! That is why it was declined. We did not want to wait 3 more weeks for something we should have gotten to begin with. You can verify this with Craig. But somehow I doubt you will. It is funny of all the things you chose to reply on you did not reply about the landscapers trying to get me to sign a contract before a quote was submitted. Your letter was nothing but a self serving advertisment for aqua. You signed you posting from "Aqua" so I guess they are aware of this posting. You can call me all the names you want to and post all the letters you want as can I, It will not change what happened out here and obviously it still looms large over there or why else would you post a reply 3 YEARS LATER ! Well, so much for good faith. Craig Whitcomb asked me to post an update stating all was well. And I did. He assured me nothing more would transpire. So was he lying?? looks like it. Unless, like before he does not know...yet. So, I will be cancelling my pool service I have with aqua, as clearly they do not want my business. Lynda

AQUA POOL AND SPA MARK ANDRONICO REBUTTAL TO FERNANDO AND LYNDA AMADOR. MANTECA, CA USA This letter is being written in response to Fernando and Lynda Amador,-Manteca, California U.S.A. Submitted 09/09/05 4:39pm from Aqua Pool & Spa. Aqua Pool & Spa would like to begin by explaining briefly the history of the company. Aqua Pools has been constructing custom pools of the highest quality standards for over 30 years. In this time Aqua has built over 10,000 of the most beautiful pools in today's custom pool market place. In an economy filled with huge corporations and .com giants, Aqua Pool & Spa would be considered the preverbal Jewel of a company to deal with. A family owned company who puts first both their employee's and customers, before themselves. Ultimately the main reason a pool company such as Aqua has been in business for this lengthy period of time, and has continued to grow and prosper in a fluctuating economy is because of their reputation. Repeat customers and strong word of mouth referrals will continue to be our strong hold in the industry, and our undaunting pursuit of excellence in customer service will hopefully continue the strong Aqua Pool & Spa name for another 30 years. In reference to Lynda's pool and the countless accusations and name calling which were brought forth by her letter. Aqua Pool & Spa would first like to add that we believe this was both very unprofessional and showed poor character on Lynda's part. With this said, no further attempts to slander Lynda in any way will be discussed. The basic facts should first be discussed in regards to the timeline, and attention which Lynda's pool has received. At the beginning of the process, a sales person, which Lynda so callously refers to as the SHARK, is scheduled to meet with a homeowner to bring ideas to the table. The Salesman in question was Mr. Mark Andronico. Mark has been in the sales and construction of custom pools for over 8 years. In this time he has sold over 600 pools. His livelihood is completely based on his reputation and integrity. In the sales world a reference from a satisfied customer is very important. Mark has shown t be a very forthright and conscience salesman, who prides himself on customer service. For this reason Aqua Pool & Spa holds the utmost confidence in his abilities to represent such a fine company. At this time in which Mark had met with Lynda and her husband, a contract was written, signed, and spoke of in great detail by the three of them. This had taken place on 06/16/05. Aqua Pool & Spa has gone to painstaking measures to fine tune their contract, and explanation of their contract over the past 30 years. Every aspect of the pool from start to finish is both discussed and written on the contract which then is signed by both homeowner and salesman. Lynda had received a copy of this contract in question. To further detail the construction and possible occurrences which may happen due to conditions and processes out of control of Aqua Pool & Spa disclaimers and procedure forms are discussed and signed by the homeowners. These refer to changing anything after the construction of the pool, concrete and plaster occurrences which can happen, and additional costs which the homeowner may occur. The contract was signed and dated by both Lynda and her husband. Aqua Pool & Spa has explained this lengthy procedure in short to give the show the blatant fact that there were no surprises before construction ever began. A pool beginning construction is given what is called a Project Manager. This person is responsible for all phases of the construction until complete. Their job consists of, (but is not limited to) collecting money as the phases progress, handling problems as they occur, and fielding any questions or concerns which the homeowner may have. The project manager in question was named Sam. A brief explanation of Sam's history also shows that a career of over 16 years of experience in the pool industry. This should also prove that Aqua Pool & Spa holds their employees in the highest regards, as well as a confidence level in their abilities t represent them. The beginning of construction starts with what is called a Walk Thru. Sam met out with Lynda on 06/28/05 to go over every aspect of the pool and each phase. At this time an issue referred to by Lynda about the shallow end being very narrow was brought up. Lynda and Sam had spoke of adding additional footage to the length of the pool. Sam had recommended adding an additional 5' which would have given Lynda the longer shallow end she wanted. This had turned out to be costly and then it was agreed upon by Lynda and Sam that an additional 3' would be added. A contract addendum was written up and signed by Lynda; an agreed dollar amount was discussed and collected, thus moving construction forward. Lynda's contract start (on dig) date was for July 21st 2005. Aqua Pool & Spa had actually dug Lynda's pool on July 15th 2005. This is the first example of how Lynda's pool was completed before contract completion date. Upon digging Lynda's pool, another issue was brought up referring to the depth of the pool. Aqua Pool & Spa in conjunction with Sam moved quickly and effectively to correct the overall depth of which was in fact deeper than what Lynda wanted and contract had shown. Neither any cost to the homeowner or time was lost due to Aqua's error in the depth issue. Once again showing the persistence in customer satisfaction which Aqua conveys. The next phase in the construction of Lynda's pool was gunite. This is the basic form of the pool which dictates the shape, size, depth and so forth. Upon completion of gunite, Lynda had stated to Sam that she did not believe the additional 3 feet which she paid for was present. At this time, so as not to hold up Lynda's construction, Sam had instituted the help of Shane Fernandez. Shane is the Warranty Manager for Aqua Pool & Spa. A meeting was arranged with Lynda, Sam and Shane to discuss this particular issue. The three met in the yard of Lynda and ultimately measured the pool in Lynda's presence showing her that she did in fact get the additional shallow end she had requested. At this point Lynda had mentioned in her letter that Shane had stated that what she paid for and what she got was B.S. Aqua Pools has spoke to Shane and he assures me that this was not said. The single fact that she did get what she paid for helps to emphasize Shane's stand on this matter. The meeting was left with Lynda understanding that we were to move on with the construction of her pool and this was no longer an issue. Lynda then had tile done and forms set for her deck. Through all these phases Lynda was always on time with her progress payments of her pool. It would seem that if a homeowner had such a genuine hatred for Aqua Pool & Spa, they would in fact refuse to pay for something they were not happy with. Once again construction had proceeded ahead of schedule with Lynda's pool. At the next phase of setting up forms to pour Lynda's deck, Sam once again was confronted with the issue of the shallow end being too short in Lynda's opinion. Sam then had called upon the help of Aqua's Customer Service Manager, Craig Whitcomb. Once again a meeting was scheduled with Lynda, Sam, and Craig at Lynda's home. The same issues were then discussed as were with Shane in the initial meeting. Although Aqua Pool & Spa believes that they are at no fault in the matters of the shallow end, Craig had agreed with Lynda to bring the entire gunite rig and crew out to shoot her pool bottom, thus giving her an even shallower end. Craig then had left the meeting planning on doing so. When a call was made to schedule such gunite, Lynda then said that she did not want it done. Further conversation between Craig and Lynda ended up in the agreement that half of the money which she had agreed to, signed for, and paid for, would be credited back. This further proves that it is in Aqua's best interest to make our customers happy. A contract addendum was written and signed by Lynda authorizing this credit. The next phase was paid for and completed in regards to the concrete deck pour. Upon completion Lynda was not happy (once again) with the finish on her concrete. As she refers to in her initial letter, her existing concrete around her entire home is salt finish. The concrete which was poured by Aqua was broom finish. Aqua would like to explain fully that Lynda knew what she was getting well in advance of the pour date. Lynda's contract states that she is to receive Broom finish with no color. Lynda also had signed a Concrete and Tile selection form which clearly reads Broom finish with no color. Lastly, Lynda had signed a contract addendum at the time of the walk thru with Sam, stating that she was to receive an additional 120 sq ft of (once again) Broom finish with no color. The combination of these three pieces of signed documentation along with numerous verbal confirmation, Lynda should have know that she was getting Broom finish with no color, not salt finish concrete. While on the subject of concrete, the letter drafted by Lynda states that Mark Andronico had promised her an additional 30 sq ft. of concrete. With Aqua being as meticulous as they are with their documentation, and training of their sales staff, nowhere in the contract does it reference the 30 sq ft. of concrete. Therefore, Mark Andronico was asked point blank if he had promised this and he said he had not. However, with Lynda still being upset with the Broom finish concrete that she signed for in her contract, Aqua Pool and Spa and Mark Andronico decided to remove all of the Broom finish concrete. Aqua Pool and Spa then re-poured all new salt finish concrete at no additional cost to Lynda Amador. This certainly demonstrates that Aqua Pool & Spa once again went above and beyond to deliver superior customer service to resolve this issue. An issue of upgrading the plaster color of the pool is also mentioned by Lynda in her letter. Lynda states that if she spent more she would get more of a discount. This is not true at all. Sam has a specific upgrade price that is on a price list that he goes off of. The Pool in construction can be $30,000 to $350,000 the price for the upgrade is the same. One thing that Lynda fails to mention is the fact that Sam did not charge the additional $250.00 contract addendum fee that he should have and that Lynda knew about this. This once again was done to help Lynda with a process she continued to have issues with. The last issue that I want to set straight is the hot water heater that Lynda refers to in the letter. Aqua Pool's crew turns off the gas in order to hook-up the heater (which runs on gas) to the pool. Lynda's pilot light was turned off late Friday afternoon, and no one was home to gain access to re-lighting the pilot light. The following morning at roughly 9:00 AM, Lynda called and stated she was without hot water. An everyday response was put in to a field service guy who was out of town at the time of the call and Lynda was told that he would be there A.S.A.P. At 12:30 PM that same day, our field rep. showed up to find that the pilot light was already lit. Once again, Aqua Pool & Spa had gone above and beyond the call of duty to help Lynda with what she continues to refer to as a Nightmare. In summary, Aqua Pool & Spa has gone to great lengths to try to win back the confidence and the respect of Lynda. With the additional work and time put into the construction of Lynda's pool, along with the rushed service given by the department heads which were spoken of earlier, it is the opinion of Aqua Pool & Spa that neither the quality or service has never at any time been compromised throughout the construction process. Although there are a few more issues in the letter written by Lynda (which are primarily focused on demeaning and ridiculing specific Aqua employees) I believe that as a whole, those of you reading this rebuttal can make your own judgment on both the validity of Lynda's letter and the image in which Aqua Pool & Spa is trying to convey. This pool was completed exactly per contract and also 12 days early. Lynda is paid in full and has the ability to swim now. Aqua Pool & Spa has a wonderful history in many areas around the Central Valley. With the added support of our customers and employees, we hope to further provide service and professionalism in the custom pool building industry. Thank you for your time in allowing us to portray our side of an issue which was made to sound worse than it actually was. We are very pleased to have been able to resolve these issues. We would like to thank Lynda and Fernando for the opportunity to build their pool and wish them all the best with their beautiful pool. Aqua Pool And Spa

Well just went swimming AQUA is great Craig, Megan And Richard are FIRST CLASS ALL THE WAY WE LOVE AQUA the pool looks great.......the BBQ (GO SEE SUZIE AT VINTAGE SHE IS THE BEST)....Im soooo happy with everything all the workers were great custmer service (Megan CRAIG )WERE AWSOME THANKS FOR MAKING MY LIFE EASY MIKE IN OAKDALE.......

Well im allmost done with my pool.... and i must say Aqua is great this has been a pleasure to deal with. my project manager John has been great all the people working at my home have been friendly. Ive even went to great lenghs to call the owner and let him know what a great team he has at my home (havent heard back from him )so far so good thanks AQUA for making my life easy

I am very happy to report that ALL issues and disputes with Aqua Pool and Spa have been resolved. ALL issues have been addressed satisfactorily above and beyond my expectations. Aqua Pool and Spa Representative "Craig" expressed sincere concern for the dilemma we found ourselves in. He patiently sat down with my husband and myself and explained what our options were. We all agreed to a course of action (repairs) and even the Sales Representative issues were put to rest. It was implemented in writing and signed by all parties. In his defense (Craig) was not aware of the issue regarding the "shallow length" of the pool, he believed it had been resolved. Upon reading my report on this site he realized it had not been. To his (Craig) credit he immediately contacted me. He was courteous and efficient. This is good customer service, this is how you resolve customer issues so that everyone is happy. I think I can honestly say that if the company we were working with was not Aqua, I KNOW things would not have turned around like they did. It is to their credit I happily withdraw my dispute with them. I have also withdrawn my complaint to the BBB and informed them in writing that all disputes have been resolved. As stated on this site ALL companies receive complaints. What a company does with those complaints is what separates the good ones from the bad ones. This is a good one. This site allowed me to voice my opinion, my frustration (when I was getting nowhere with Aqua) and my anger. Now it allows me to voice my gratitude, my confidence and many thanks to Aqua Pool and Spa (Craig) for working with our family.

I am very happy to report that ALL issues and disputes with Aqua Pool and Spa have been resolved. ALL issues have been addressed satisfactorily above and beyond my expectations. Aqua Pool and Spa Representative "Craig" expressed sincere concern for the dilemma we found ourselves in. He patiently sat down with my husband and myself and explained what our options were. We all agreed to a course of action (repairs) and even the Sales Representative issues were put to rest. It was implemented in writing and signed by all parties. In his defense (Craig) was not aware of the issue regarding the "shallow length" of the pool, he believed it had been resolved. Upon reading my report on this site he realized it had not been. To his (Craig) credit he immediately contacted me. He was courteous and efficient. This is good customer service, this is how you resolve customer issues so that everyone is happy. I think I can honestly say that if the company we were working with was not Aqua, I KNOW things would not have turned around like they did. It is to their credit I happily withdraw my dispute with them. I have also withdrawn my complaint to the BBB and informed them in writing that all disputes have been resolved. As stated on this site ALL companies receive complaints. What a company does with those complaints is what separates the good ones from the bad ones. This is a good one. This site allowed me to voice my opinion, my frustration (when I was getting nowhere with Aqua) and my anger. Now it allows me to voice my gratitude, my confidence and many thanks to Aqua Pool and Spa (Craig) for working with our family.

I am very happy to report that ALL issues and disputes with Aqua Pool and Spa have been resolved. ALL issues have been addressed satisfactorily above and beyond my expectations. Aqua Pool and Spa Representative "Craig" expressed sincere concern for the dilemma we found ourselves in. He patiently sat down with my husband and myself and explained what our options were. We all agreed to a course of action (repairs) and even the Sales Representative issues were put to rest. It was implemented in writing and signed by all parties. In his defense (Craig) was not aware of the issue regarding the "shallow length" of the pool, he believed it had been resolved. Upon reading my report on this site he realized it had not been. To his (Craig) credit he immediately contacted me. He was courteous and efficient. This is good customer service, this is how you resolve customer issues so that everyone is happy. I think I can honestly say that if the company we were working with was not Aqua, I KNOW things would not have turned around like they did. It is to their credit I happily withdraw my dispute with them. I have also withdrawn my complaint to the BBB and informed them in writing that all disputes have been resolved. As stated on this site ALL companies receive complaints. What a company does with those complaints is what separates the good ones from the bad ones. This is a good one. This site allowed me to voice my opinion, my frustration (when I was getting nowhere with Aqua) and my anger. Now it allows me to voice my gratitude, my confidence and many thanks to Aqua Pool and Spa (Craig) for working with our family.

I am very happy to report that ALL issues and disputes with Aqua Pool and Spa have been resolved. ALL issues have been addressed satisfactorily above and beyond my expectations. Aqua Pool and Spa Representative "Craig" expressed sincere concern for the dilemma we found ourselves in. He patiently sat down with my husband and myself and explained what our options were. We all agreed to a course of action (repairs) and even the Sales Representative issues were put to rest. It was implemented in writing and signed by all parties. In his defense (Craig) was not aware of the issue regarding the "shallow length" of the pool, he believed it had been resolved. Upon reading my report on this site he realized it had not been. To his (Craig) credit he immediately contacted me. He was courteous and efficient. This is good customer service, this is how you resolve customer issues so that everyone is happy. I think I can honestly say that if the company we were working with was not Aqua, I KNOW things would not have turned around like they did. It is to their credit I happily withdraw my dispute with them. I have also withdrawn my complaint to the BBB and informed them in writing that all disputes have been resolved. As stated on this site ALL companies receive complaints. What a company does with those complaints is what separates the good ones from the bad ones. This is a good one. This site allowed me to voice my opinion, my frustration (when I was getting nowhere with Aqua) and my anger. Now it allows me to voice my gratitude, my confidence and many thanks to Aqua Pool and Spa (Craig) for working with our family.

This afternoon more threats from Aqua. Mark Andronico called me himself to threaten me with legal action. Someone should advise him that you can not sue an individual for stating an opinion. This is my opinion, my perspective, my point of view, events as I saw them to happen, go ahead Mark file a rebuttal. Don't forget I have caller I.D. and I have you on voice mail recording an admittion to your own lie. Thank you for making my case against you!!! I wonder what will happen when the owner of Aqua gets wind of this, and he is. Calling my home and disrespecting me is not going to help you, but it will help me so keep it up. Modesto Police Dept., BBB, State Board Contractors and Licencing are going to receive a transmission of this (update) statement.

This afternoon more threats from Aqua. Mark Andronico called me himself to threaten me with legal action. Someone should advise him that you can not sue an individual for stating an opinion. This is my opinion, my perspective, my point of view, events as I saw them to happen, go ahead Mark file a rebuttal. Don't forget I have caller I.D. and I have you on voice mail recording an admittion to your own lie. Thank you for making my case against you!!! I wonder what will happen when the owner of Aqua gets wind of this, and he is. Calling my home and disrespecting me is not going to help you, but it will help me so keep it up. Modesto Police Dept., BBB, State Board Contractors and Licencing are going to receive a transmission of this (update) statement.

This afternoon more threats from Aqua. Mark Andronico called me himself to threaten me with legal action. Someone should advise him that you can not sue an individual for stating an opinion. This is my opinion, my perspective, my point of view, events as I saw them to happen, go ahead Mark file a rebuttal. Don't forget I have caller I.D. and I have you on voice mail recording an admittion to your own lie. Thank you for making my case against you!!! I wonder what will happen when the owner of Aqua gets wind of this, and he is. Calling my home and disrespecting me is not going to help you, but it will help me so keep it up. Modesto Police Dept., BBB, State Board Contractors and Licencing are going to receive a transmission of this (update) statement.

This afternoon more threats from Aqua. Mark Andronico called me himself to threaten me with legal action. Someone should advise him that you can not sue an individual for stating an opinion. This is my opinion, my perspective, my point of view, events as I saw them to happen, go ahead Mark file a rebuttal. Don't forget I have caller I.D. and I have you on voice mail recording an admittion to your own lie. Thank you for making my case against you!!! I wonder what will happen when the owner of Aqua gets wind of this, and he is. Calling my home and disrespecting me is not going to help you, but it will help me so keep it up. Modesto Police Dept., BBB, State Board Contractors and Licencing are going to receive a transmission of this (update) statement.