Aqua Gunite Inc

AG was a subcontractor for Anthony pools who agreed to pay for repair of a crack in my pool.  Since the pool was being drained etc, I decided to have it completely remodeled.  AG gave me a quote for approximately $30K plus Anthony Pools would pay an additional  $4.5K for the repair.  They were not the lowest bid. <br /> I was the CEO of a large Hi Tech service company that serviced companies world wide.  I have a rather good idea what good customer service should entail.  AG has the worst customer service I have ever experienced.  They were rude, demanded payment in advance, would not provide samples of tiles and coping ( I had to drive to 50 miles to their yard to get them) and promised to fix the crack if I paid to cancel the contract when I threatened to do that. <br /> I have emails to document every step of the process.  I would be willing to share that with you. The last one states that Sergio promised to send a rig to fix the crack if I gave his worker a check for approximately $5.8K. I gave the check and they never showed up.  If I am wrong they would have the legal basis to sue me. <br /> They were so unorganized that although I had a check ready for the first installment, and I have emails to prove it, they could not tell met who to give it to.  None of the workers could tell me if they could deliver it and frankly I did not trust them. <br /> I have since hired another company who does understand the value of great customer service.  <br />

<p>The pool related tasks were of very high quality, but the concrete deck work was sub-par, including excessive cracking, poor color matching and poor quality sealing of concrete that resulted in a lot of white haze on the deck (my guess is that the sealer was drying before they applied it).  </p> <p>It was very difficult to get hold of anyone who knew what was going on with respect to the schedule.  There was a lot of wasted weeks between activities with no apparent explanations.  Overall, frustrating to work with, though again, the quality of the pool work was great (tile, plaster, plumbing, new equipment install).</p> <br />

They did a very nice job, and it went very well.  I would definitely recommend them.

Everything went extremely well with one small exception. When I got home the day they installed the actual surface of the pool and the pool was being filled with water, I saw that the color was very wrong. I turned off the water and contacted the office immediately. They were very apologetic and came out the next day to tear out the wrong surface and install the new one. I think they handled the mistake very well and quickly so I do highly recommend them nevertheless. <br />

We bought our house a year ago, and it had an older pool that had not been well maintained. We replaced the filter and got the pool water healthy again, but we knew that it was badly in need of new plaster, coping, tile and pump. Summer rolled around and we were really enjoying having a pool. Swimming, having pool parties, family with small children visiting and having fun. We decided to go ahead and look into getting it fixed up, so we could continue to enjoy it for years to come. <br /> We got 4 estimates, and after speaking with each of the companies and reviewing the estimates, we settled on Aqua Gunite. <br /> Our main point of contact was the salesperson Michael Hopkins. Mike was a pleasure to work with. He initially gave us great advice, a very complete and detailed estimate, a work schedule, and handled small change orders. His price was right on par with other companies (bit better than some, bit higher than others), but the quality of his guidance and thoroughness of the estimate ended up being deciding factors for us. Once work began, we spoke to Sharon at the office mostly about scheduling and she was great to work with as well. <br /> We had a few small issues and delays. Some due to the time the city took to do inspections, which are obviously out of Aqua Gunite's control. The original 3 week estimate endued up taking around 7 weeks, but the crews were punctual, cleaned up nicely after the day's work, and whenever I was home I could see that they were very hard-working. The craftsmanship was superb on all of the work. <br /> There was one minor mishap where a faucet was left on and quite a bit of water was wasted, but we worked it out with Michael and Sergio, the owner and they were very accommodating. And a couple of times where they did not let us know in a timely fashion that someone needed to be home for an inspection, which caused a bit of a scramble to make sure the inspections happened on time. We also would of liked a bit more of a heads up on what we as homeowners needed to take care of for inspections, such as self closing gates and door alarms. <br /> In the end, our 35 year old pool looks brand new and the materials we picked with Michael's help and advice are all beautiful. We couldn't be happier with our old, new pool. <br />

the owner came out to show us where the gunite was bad and explained the whole process to us. The crew was great the left the place clean every day. Very quick and very professional. We're telling all our friends with pools that these are the ones for the job. <br />

unknown

<strong>Responsiveness: </strong> Customer service was outstanding. They responded to calls within an hour. If I had a question about what time they were coming or what the next step was, Sharon from the main office was very responsive. <br /> <strong>Punctuality: </strong> Michael Keller (our Sales Consultant) came out promptly to do the initial inspection and developed a quote for us. He listened to what we didn’t like about the current pool and what we wanted for the resurfacing. Michael had samples we could look at (touch and feel), he thought we had done our homework and knew what we wanted. He didn’t rush us nor did he try to up sale to higher more expensive options. We signed the contract that first visit and we were very impressed that they would be starting the work the following week. The crews always came out when promised, they worked diligently all day long and they cleaned up everyday before leaving. Each crew was staffed with punctual, hardworking craftsmen. <br /> <strong>Professionalism:</strong> Very competent, well-trained and respectful professionals. They not only were respectful to the customer, but were respectful of our home and property as well. <br /> <br /> <strong>Problems: </strong>Our problems started once we put water in the pool. After the pool was filled with water it began to leak. We had to have Aqua Gunite out 3 times before the leak was completely fixed. It is unfortunate but because of this we are left slightly disappointed and holding our breath that these “patches” will hold up long term. But, something also worth mentioning is that we were pleasantly surprised that there was no difference in Michael’s (and Aqua Gunite) responsiveness after the sale; he stayed on top of the problem until it was fixed. The source of the leak was found to be behind the new light that was installed. <br /> <strong>Great people to work with, I would use them again.</strong> <br />

The crews worked seamlessly together an really knew what they were doing. Each day they left the grounds clean, no music and very respectful staff. There was always someone I could talk to if I had questions. Having them around was a pleasant experience. <br /> <br /> Steve Adams (the main person I dealt with before signing the contract) answered all of my question with patience and care .. and I had a LOT of question! He really knows his pools and did not try to sell me stuff I did not need. Steve usually got back to me within 24hrs. and when he didn't it was because he had a severe family emergency. <br /> <br /> My pool looks fantastic! The workmanship is top notch. I feel I could not have gotten better looking pool. <br /> <br /> <br /> September 2012: It's a year later and I am still very happy with the pool and the work done.