Business ProfileforAquatic Technology, Inc.
Pool Supplies
At-a-glance
Related Categories
Overview
Aquatic Technology, Inc. specializes in manufacturing and sales of a full line of swimming pool products and supplies, including pool signage, safety equipment, lifeguard equipment, swim suits, pumps ,test kits, filters, heaters, and personal pool products. Products may be ordered online.
Business Details
- Location of This Business
- 37 Gabriel Drive, Augusta, ME 04330-7852
- BBB File Opened:
- 1/14/2009
- Years in Business:
- 30
- Business Started:
- 12/1/1994
- Business Incorporated:
- 2/9/1995
- Type of Entity:
- Corporation
- Number of Employees:
- 11
- Business Management
- Mr. Andrew Worcester, President
- Mr. Barry Worcester, CEO
- Contact Information
Principal
- Mr. Andrew Worcester, President
- Mr. Barry Worcester, CEO
Customer Contact
- Mr. Andrew Worcester, President
- Additional Contact Information
Fax Numbers
- (207) 613-7375Other Fax
Email Addresses
- Primary
- Sales
- (207) 613-7375
Customer Complaints
3 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I purchased a commercial pool cleaner with an extended 3-year warranty from poolweb.com on May 29, 2024. I paid $7335.11 total for the Maytronics Wave 120 Commercial Pool Cleaner with a warranty. Poolweb states that they have a 30-day satisfaction guarantee, the pool cleaner comes with a 12-month warranty and I purchased an extended 3-year warranty.I received and began to use the pool cleaner on June 10, 2024. On June 19, 2024 the power supply for the commercial pool cleaner stopped working and would no longer turn on. I called Poolweb on June 19, 2024 and spoke with ***********************. She told me she could not help me and that I needed to call Maytronics. I was given 2 different phone numbers for Maytronics, but neither phone number worked.When I inquired about returning the commercial pool cleaner ***** told me that I could not because it had been used. I explained that their website says satisfaction is guaranteed with a 30 day 100% refund.***** said she would see what could be done and get back to me. On June 24, 2024 ***** said they could send out a new power supply and it would arrive in 2-3 weeks. On July 8, 2024 I received an email from Poolweb stating they expect the power supply to be shipped out from their warehouse around September 4, 2024. I called Poolweb on July 8, 2024 and spoke with *********************************** after receiving this email and explained that our pool will be closing in September and this would not work for me. I once again inquired about why I am not able to return this entire order. Can you please help me with this issue? I would like to return this item for a refund.
Read MoreCustomer Reviews
1 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
T. G.
1 star08/27/2022
I placed an online order for an item with Poolweb.com in September 2021.I received an email from Poolweb the same day informing me that the item would be estimated to ship roughly 4 months later.Following this information I decided to cancel the order on the same day because of the long wait. Poolweb responded immediately and stated that the order had been canceled and a refund should be processed in 2-5 business days. 7 business days later I decided to dispute the charge with my bank since I hadnt heard back from Poolweb nor had I received the refund. A temporary credit was issued by my bank during their investigation. In October 2021 I received a confirmation of my refund from Poolweb by email. My bank confirmed in November 2021 that the temporary credit was now permanent.I placed a new order for an item in July of 2022 with Poolweb but got this order canceled right away from their end with the reasoning that due to a chargeback/credit card dispute that I had previously filed with Poolweb they would cancel this order. Given this course of action I am left wondering about the complete lack of business conduct and professionalism of this company. It conveys not only an act of vengefulness but also ***** and puerile.
Aquatic Technology, Inc. Response
08/31/2022
********************* originally placed an order with Poolweb.com on 9/17/21 and reached out that same day to cancel, which was taken care of. It appears there was a delay in processing ***************** refund and after 7 days, instead of reaching out to Poolweb, ***************** decided to file a chargeback claim with his credit card company. This refund issue could have been resolved with a phone call to Poolweb instead of to ******************* credit card company. It is our policy to not process new orders for customers that have previously filed a chargeback or have disputed legitimate charges with us. Chargebacks and credit card disputes cost businesses money in both fees and in time spent over and above the refund to the customer. Canceling ******************* second order was in no way vengeful, it is standard business practice to not accept orders from customers that have previously disputed charges.
Customer Response
09/05/2022
Poolwebs response to my complaint did not address the underlying issue. Instead of changing their policy of not processing new orders for customers who previously filed a legitimate chargeback, they have elected to blame the customer for not reminding them of their responsibility to refund customers in a timely manner; or if (as suggested by Poolweb) it appears that there is a delay, to inform the customer of such delay. I gave Poolweb an additional 2 business days to meet their stated refund window of 2-5 business days. I appreciate that there is a cost to chargebacks; there are also costs associated with card charges that should have been reversed beyond the time promised, wasted time on the phone etc. The fact remains that Poolweb did not honor their stated refund window, did not communicate with me even two days after that window, and I followed a legitimate course of action, regardless of what their policy says. While it might be a justified policy for customers that used a chargeback or credit card dispute for illegitimate reasons, this case is certainly far from it. If Poolweb is not holding itself accountable and instead blaming the customer in this case, I feel obligated to at least inform the public about their untrustworthy business practices and questionable policies.
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