ComplaintsforTrévi Dorval

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased an above ground pool manufactured by Trevi 3 yeas ago company states pool has a 25 year prorated warranty. Contacted company they are refusing to honor the warranty even though there are 13 rust locations on pools exterior walls.

  Business response

  08/06/2023

  Hi
  I did not see you bought your pool at a Trevi’s store and you are not in an area we serve.  
  
  If you purchase it from a retailer, please verify with them diretly to analyse if the warranty is applicable.
  
  Best regards
  
  
  
  

  Customer response

  08/06/2023

   
  Complaint: 20151044
  
  I am rejecting this response because:The company I am complaining about is the manufacturer Trevi Fabrication Inc. 12775 Brault,Mirabel,J7J0C4. We have talked with them on email and they are trying to blame installers for rust even though the warranty states 25 year corrosion warranty.
  Sincerely,
  ***** *****
  

• Initial Complaint

  31/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On July 18th 2022 I paid 448$ to have my pool closed the week of Oct 9th 2022. On Oct 7th to ensure you were on track for the next week. I was told that yes and I would be contacted. On Oct 11th I called again and was told that they would be starting appointments on the 15th and that I would be contacted by either email or phone. On oct 19th I called again and was told that I was now on the schedule for the week of Oct 23rd. On Oct 27th I called again and was told that I was now on for the week of Oct 30. Today (Oct 31) I called again and now I am magically moved to the Week of Nov 5th. What the heck is going on with your service department? This is completely unacceptable. We had a contract for you to perform services during the week of Oct 9th. I paid more than 400$ for this service and your company continues to give me the run around and not perform the agreed services. Also, it seems I can no longer access my account. (that seems a bit suspicious to me) I want my pool closed this week (before November 4th). I will also be copying the better business bureau with my complaint. **** ****** *** ****** ************

  Business response

  01/11/2022

  Hi,

  I know the service department had a little of delay for the closing. Usually, we are doing the closing from october 1st to november 15th. You will be reach has soon we are in your area. 

  I just want to verify with you at the same time because I do not see it is a Trévi pool with your adress and you do not know to brand of the pool (indicated in your comments). Can you send picture of the pool, of the skimmer and of the spa déversoir, confirm us you have a liner in the pool (not a concrete pool or a fiber glass pool) and any particularity of your pool? we want to make sur Trevi can close the pool since we do not have the information about it. 

  You can send it to me on *** site or to [email protected] and indicate at the attention of the dispatch department. 

  best regards 

  Customer response

  01/11/2022

  
  Complaint: 18336811
  
  I am rejecting this response because:
  

  My service address is *** *** **** ***********. You have closed my pool in 2020,and 2021. The pool has a liner. 

  4 weeks is not a little delay. It is a significant delay. I would think that if I booked a specific week and you accept my money, then it is your responsibility to be in the area during that week. 

  
  Sincerely,
  
  **** ******

  Business response

  02/11/2022

  Hi, 

  sorry for the mistake, I see we already did the closing in the past. 

  for the closing, we indicate we are doing the schedule for the closing. We are sorry for the delay, but since the pool is in function, doing the closing later is not a bad thing, you will have a better quality of water. 

  I put note that you want it has soon possible. you will be reach in the following days. 

   

  regards 

  Customer response

  04/11/2022

  
  Complaint: 18336811
  
  I am rejecting this response because:

  WOW! 

  I received an email to confirm that the technician will arrive on Friday Nov 4th to close the pool. I was happier (that was a mistake, as I should know better by now). At 10:50am this morning (Nov 4th), after driving 5 hours to be here today for the closing, I received a phone call from Trevi to say that the technician is sick and will now come on Monday. Forgive me if I feel that this seems a little too convenient and I don't believe Trevi. One string along, after another, one mistruth after another. Unbelievably poor service. So, I will wait until Monday and foolishly hope that someone actually shows up. 

  So this is now the 4th delay and we 4 weeks past my scheduled appointment. 

  
  Sincerely,
  
  **** ******

  Business response

  08/11/2022

  Hi we are sorry for the first appointment, it was something out of our control. 

  I see the closing was complete on November 7th

   

  best regards 

  Customer response

  08/11/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18336811, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  25/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an above ground pool from Trévi blainville. 10×22. The salesman **** told me to get a 50,000 btu electric heater instead of a gas heater. He never mentioned that it doesn't work under 10 degrees Celsius. He absolutely wanted me to get an electric heater and when I complained he told me to calm down. I spoke to ******** the store director and nothing has been resolve yet. I would like a more powerful electric heater 65000 btu or a gas heater. The installation date was Oct 1st 2022. Trévi installed my pool in the dark. The employees were smoking Marijuana on the job. Very unprofessional. On October 2nd 2022 I had the water truck filled up my pool that cost me 525$. After turning on the pump we notice a leak . Photos are attached. Trévi told me to close the valve. But I had no valve to close Trévi forgot to install my closing valve. Photo attached. Trevi took 3 days to come and fix the leak. The water leak damaged my lawn,the pool equipments base and I also had water around my foundation for 3 days. For 3 days I filled up my pool with my hose costing me money for water. Water isn't free in ontario. Afterwards I put a tape to measure my water level. My pool was still leaking. On Sunday Oct. 23.22 trévi send another team that found multiple leaks. Leaks were found at the skimmer, pump and filter. I had to fill up more water in the pool costing me hundred of $ now. On Tuesday oct 25th the pool is still losing water. Trévi comes by while I'm at work and completely empty my pool. When my wife asked the trévi employee who's going to pay for the water. He told her we have to. I need help to have this issue resolve asap. I feel like trévi only knows how to take your money . As soon as they get paid they don't care. I need all the $ I spend with water refunded and a proper heater. I need my heater replacement for false advertising. I tried calling the director ******* and left voice-mails but he won't return my call.

  Business response

  31/10/2022

  Hi,
  Concerning the heater, it is something you discussed and confirm with the salesperson during the sale. He talk to you concerning the option, and you approve this kind of heater. 

  Concerning the complaint about the team, we will take care of the information giving and advise the RH department, it is not something heard before about that team, but we will pay attention. For the leak, when you advise us you were having a problem, we pass in a short time after the mention. The last visit, the technician empty the pool because you where saying you still have a leak, no leak visible for the plumbing and equipment. He verify all the pool and did not find any leak. The service of installation propose you to send them the bill for the refill of the pool after the last visit to help you in the situation, even if it not use to be cover by Trevi.  

  They will wait about the bill of your city to do the refund. Concerning the salt, you were needing to empty the pool for the closing, but I can send you a gift card of 25$ to cover half of the salt that may stay in the pool during winter. Let me know if it suits you. 

   

  best regards 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract for a pool on April 22, 2022, with Trevi. The total cost was $8,699.00. The contract explicitly states the pool will be delivered 2022/05/18 and the BEGINNING OF WORK is SCHEDULED FOR THE WEEK OF 2022/06/12. The pool was delivered on May 23, 2022, and has yet to be installed. We are almost 5 weeks past the date on the contract. I was practically harassing Trevi for an update and a confirmed delivery date. I kept being told there were delays due to weather and they would contact me when it would be installed which is highly unacceptable and a breach of contract. I understand a week or so delay - not 5 weeks. Trevi never once contacted me to say there would be delays or to provide an update unless I hounded them. The point of a pool is to enjoy it in the summer. I was notified on Friday, July 8 that the pool would be installed on July 12, 2022. Today is July 12 and I waited all day long for the pool installers to arrive we had a water truck on standby all day to fill the pool. Finally, at 4:00 p.m. when the installers haven't arrived, I called the store. Firstly, they were rude and asked me to speak French (which I don't) then they said "sorry the installation cannot take place today due to weather, the earliest will be Friday. Meanwhile, we have taken the day off work to be here and have to pay for a water truck waiting all day for nothing. I cannot believe this. If I didn't call, they wouldn't have told me. Now I have to take Friday off work and my pool is 5 weeks late and I am out of pocket for a water truck. They were not apologetic at all. What a terrible pool buying experience. This situation must be remedied and compensated. This is unacceptable.

  Business response

  15/07/2022

  Hi, we are sorry for the delay for the installation. The temperature to start the saison, the rain and the problem reliate to thing out of our control did this delay. 

  I see the appointment is confirm for today, let me know if I can do anything to help you in the situation. 

  regards, 

  Customer response

  18/07/2022

  * ********** ********
  
  I am rejecting this response because: while the pool was finally installed on Friday, July 15, 2022 it still does not address the issues as follows:

  1. There were severe delays in installing this pool, with no communication from Trevi. Over 5 weeks delayed.

  2. I was told the installation would occur on Tuesday, July 12, 2022 and ordered a water truck. The water truck was on standby from 8:00 a.m. to 4:00 p.m. when I finally called the Trevi installation department and was told the installation would not occur on this day. I had to pay a water truck for the waste of their time. 

  3. The installers left behind so much garbage including their own personal garbage and cigarette butts.

  4. The installers charged us an additional $335 for 9 inches of leveling (which was in the contract - anything over 4 inches of leveling will be charged per inch) BUT the ground was leveled and prepared for installation in the week of June 12, 2022, when our pool was initially scheduled to be installed and then again for July 12, 2022. When sand sits there for over 5 weeks, clearly the rain and environmental conditions made the ground unlevel. In addition, the installers used OUR OWN SAND to level the ground... not theirs and still charged us.

  5. There is a scratch on the side of the pool from installation. 

  Not only was the installation delayed but we were out of pocket for a water truck, for additional leveling that is as a result of Trevi's delay, your installers used my sand pile and they scratched my pool. None of this is acceptable and I request monetary compensation to rectify this situation. As a new Trevi client, I have to say this is incredibly discouraging and I cannot recommend Trevi to anyone at this point. 

  
  Sincerely,
  ******** *******
  

  Business response

  20/07/2022

  Hi
  Your installation was supposed to be the week between June 12 and June 19, it have been done on July 15, because of rain on July 12. Has said previously, we are sorry for this delay but it was out of our control. Weather was not on our side this year and some problem occurred that we were not able to provide.
  
  For the Water truck, we usually ask to call it for the day after the installation because we never know when we will do the installation during the day. We are sorry if they charge you something for that day but it was at your own discretion to ask it for the exact date.
  
  The installer never come back with the garbage of the installation (boxes etc), but they are not supposed to leave their own things on place. They will be advice to pay attention to that
  
  The leveling charge was because it was sand on place. Yes they can use it for the center, but it is not super compactable for the structure. They confirm they use their dust to do the level and they still have to work more to make sur the installation conform.
  
  For the scratch, please sand me a picture and we will send somebody to install a wall’s insertion to correct the situation.  
  
  That being said, for the delay and experience, to ameliorate your feeling about the situation, I can offer you a gift card of 200$. Let me know if that suits you and I will prepare the document to send you by mail.
  Best regards

  Customer response

  25/07/2022

  * ********** ********
  
  I am rejecting this response because:

  The photo of the scratch on the pool is attached. It is a wide scratch that goes across one whole side. I can confirm as can witnesses that your installers used my own sand pile to level the ground and charged me for it. I do not agree with that. Further, given the frustrations and lack of communication from Trevi, a $200.00 gift card is insufficient to remedy the situation. I requested that I be able to participate in the current promotion of receiving a pool heater when purchasing a pool from Trevi. That was the current promotion yet was not offered to me when I bought my pool. I believe I deserve this promotion as I bought a pool and to remedy the situation from all of these issues. 

  
  Sincerely,
  ******** *******
  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a signed contract stating that our pool will be installed on may 29th, with possibility of a delay 5-6 weeks. We are passed that and kept getting the run around from the store. The customer service is horrible. No one answers calls, replies to emails and their staff is rude, as if we were being annoying for asking when do they foresee our installation to happen. We were recently in store to make another purchase which we did not make. We spoke to our salesman and asked if it was possible for him to help us or find out some information on the delivery/installation of the pool. “He replied NO”. He just sells the pool. After exchanging a few words. He brought us to the director ***). Before our salesman even had the chance of introducing us he says “let me guess Mr. *****” we talk on the phone 2-3 times a week you coming into the store is not going to speed up the process. What kind of customer service is this. If they can’t offer me a service then give me my money back. Don’t just take it and then give me what I paid for on your terms and when it is ok for you. I want answers and not the same ones I’ve been getting for the past month and half.

  Business response

  15/07/2022

  Hi Mme ********,
  I see in your contract the installation was supposed to start in the week of June 12th to 18th. We got delay du to the temperature at the start of the season and a lot of rain in the past weeks that delay our installations about 3 to 4 week. The appointment are only confirm 24 to 72 hours before because we have to deal with the temperature so the construction department was not able to confirm a date in advance. We are sorry for this delay. 
  The excavation and the structure are actually done, so since the start of the installation, there is about 21 open day to count to finish the project. The other appointment will follow quickly from each other and the project will be finish has soon possible. Let us know if there is anything with communicating with the construction’s department.
  Best regards

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the end of November I bought a car shelter from Trevi. It was installed by them about a week later, and a few days after that, it collapsed because of the strong winds **** ******. So I called them. Their response was that they are not responsible for the wind. They did not send anyone to help solve the problem, nor did they offer any compensation. I even write a letter to their CEO, no reply. So I had to have it replaced by another company, who explained that the problem was that Trevi had installed the shelter with no anchoring bolts. The new shelter is properly installed, and has no problem with the wind. DO NOT BUY FROM Trevi. Over $900, totally wasted!

  Business response

  19/01/2022

  Hi,
  The installation with blocks are conform. It is an option for the stability of the shelter. We are offering other kind of anchors has permanent anchors, but you did not take this option during your purchase and it was at your preference. Even if the blocks are an option to stabilise the shelter, others options can be done and we are never immune to damage caused by the wind or the elements. Unfortunately, we had important wind gust and depending of your environment, it can do damage to the shelter.
  
  That kind of problem are not cause by a default of the installation or of the product and are usually cover by your insurance.
  
  Sometimes, pieces of the shelter can be replace at low cost. If you already take off your shelter and did the verification of the pieces damage, you can tell me the pieces and I will ask for an estimate to change them.
  
  If the damage are too important, it can be recommend changing the entire shelter. If the shelter is still in place, I can ask somebody to come and verify on place if it can be repair.
  
  I will wait for theses information and we will do our best to help you in the situation.
  
  Best regards
  

  Customer response

  19/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  1) Trevi *recommended* this kind of  installation. I'm a musician and I know nothing about this stuff.

  2) N.B. When I called their service line, they did NOT make any such offer to help, their response was just "too bad, we don't control the wind". If they had offered then to improve things I would not be complaining now at the BBB.

  3) By this point, I have replaced it with another shelter by another company, which is properly installed. The old one has been scrapped. Their offer is 6 weeks too late!
  
  Sincerely,
  
  **** ******

  Business response

  25/01/2022

  We are sorry you had a problem with you shelter but it is a fact, we cannot cover that kind of problem. It is not a problem of the car shelter or is installation and it's a part of the exclusion of the warranty, has detailled in your contract.  

  I can offer you a gift card of 150$ to help you in the situation and keep you has a Trevi's costumer. Please let me know if that suits you. 

  Best regards

• Initial Complaint

  24/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a liner replacement for my in ground pool and paid for the liner in full. The installation portion was due on the date of install. Up until that point timelines had been met. Total cost was to cover liner installation minor repairs to pool surface and all flange and gaskets required. Installation team arrived in the afternoon of Aug 20 with the liner to begin. Technician advised me that he had never seen my pool light and that he didn’t have the gasket required. I was then told that I needed to try and find them myself. (which was not part of the agreement). After telling me that they didn’t have the gaskets, they followed by cutting out my liner (which is surprising to me based on the fact that they couldn’t complete the installation based on the information. I now have a linerless pool, (which needs major grout repair which is not an issue) and no gaskets. ***** in customer service has been very helpful. Waiting for a call back from store director after 3 requests.

  Business response

  20/09/2021

  ***** ***** ***** ************************ ***** ******* ********* *** **** ***** ** *** ***** ******* ********************** ******** *** ******** ******* ****** **** ********

   

  Hi,

   

  I did the verification and the customer have been answer via is personal email and phone. The problem of the gasket have been solve and the installation is complete.

   

  Best regards

   

   

  ***** ***** *********** ** ** ************ ** ** ********* ******* ** *

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩