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I feel compelled to share our recent experience with Waterworks Pool and Spa to caution potential customers. We ordered a high-end Halo Chlorinator system in late November 2022, which was delivered and fully paid for in January 2023.

However, the installation process was fraught with issues.

The technician assigned by Waterworks lacked experience and familiarity with such advanced equipment. Not only were the wall mounts installed upside down, but he also couldn't properly connect the control cables. His inadequate skills resulted in damage to our new decking an issue that was just the beginning of our troubles.

Further rectification attempts by the same technician led to more problems. He incorrectly installed pH and chlorine sensors, causing erroneous readings and risking the warranty of the system.

It took an intervention by Poolmart, a competitor, in March 2023 to address leaks caused by these repeated mishandlings.

Moreover, persistent issues with the acid dozer were overlooked by Waterworks' technician. It took a specialist from AstralPool/Fluidra to identify and rectify the incorrect installation of the acid doser's pipes and to calibrate the probes steps initially overlooked by Waterworks' staff.

Despite these challenges, Waterworks insists on payment for the installation, modifications, and rectification work, which we have refused due to the poor quality of service and resulting damage. Contrary to their claims, we have been responsive to their communications but remain firm in our stance against paying for unsatisfactory work.

It's disheartening to realise the potential damage to our credit rating and warranty as a result of refusing to pay for subpar service. However, we're more concerned about the impact of this experience on others and feel obligated to share our story.

We've documented all incidents and possess photos and surveillance footage, attesting to the quality of work performed by Waterworks.

We hope our experience serves as a caution to others considering their services. While we remain open to an equitable solution, our trust in Waterworks has been severely compromised by their handling of our installation and subsequent communications.

Monetary Loss: $630.

Preferred solution: It is important that Waterworks acknowledge that they did not complete their work and that it had to be finished by other qualified technicians. I also request that they waive the labour charges for this installation..

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