Hi there, we have been using Aquaquip Pool Cleaning services through a monthly contract for over a year now. He told that someone would be reaching out to us to rectify the problem. Saying that the problem should not be happening multiple times like it was. So I did get a response from someone named Justin O. I was very upset about the lack of customer service for this $5000.00 fireplace. They informed me that it was past the 160 day mark, so they were unable to cover the cost of repairing it again and we would be responsible for the repair. I called the company and spoke with them regarding the problem. So into fall we started to use it around September, and in October the same part failed a 4th time. So of course we did not use the fireplace over the summer.
So in June of 2020 the same part failed a 3rd time and we were out of warranty time frame and ended up having to pay $379.94. In 2019 the same part failed again and was repaired under warranty again. We purchased a new gas insert fireplace in 2017. Instead it's like I'm working for them, having to follow up month after month with no results. I paid, in full, $4,291.71 in good faith for parts and services that should have been completed on Dec 24, 2019. I want them to finish the job and at this point, yes, I also want to be compensated for this ridiculousness by refunding 10% of the charges I paid. The measurements aren't going to change and it's not a SMALL deal, it looks like teenage son tried to replace it with spare parts. Just have it look like crap for the rest of my life? It's not like the situation is changing. Certainly doesn't look like what I paid for it. And then another month or two goes by and still my fireplace looks like crap. They've been saying it's ordered, or about to be ordered, or it's being shipped, or they just have to send someone out with it.
if this were the first time such a promise had been made, this complaint would not be being filed.
AQUA QUIP OFFICE INSTALL
Last I heard the faceplate had FINALLY arrived on and Ryan R******** was going to assign someone to come and install it. Long story short, I've been back and forth for OVER A YEAR waiting for someone to fix this. The guys doing the install said they called it in, so sorry, they'll be back with the proper faceplate. There is about a 1.5 inch gap between the facing and the top opening of the fireplace. On 12/24 a unit was delivered and installed and the faceplate was clearly not cut to the proper size. I took all measurements and sent them in. The sales person and I discussed what measurements they would need to obtain and email them so they could order the proper size faceplates and ensure a proper fit. In late 2019 I chose, discussed, and purchased a gas insert fireplace and the service required to for it to replace and be installed where I currently had a wood burning stove.
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