ComplaintsforExtreme Dreamz Custom Landscaping, LLC
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Complaint Details
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Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We signed a contract with this company in May 2023 for a full backyard remodel including but not limited to: turf, pavers, landscaping, column removal, pool /spa installment. We spent over $100k on this project. Our pebble tech was completed October 26th, 2023 (and so our final payment was given) and we have yet to be able to use our pool/spa now in January May **** due to problems with incorrect plumbing hook **** wiring issues and configuration mistakes, heater malfunctions, and constant problems with the control panel and settings that have yet to be fixed. We have expressed these concerns multiple times over the past few months and there has yet to be a resolution. We have had people show up at random times asking US what they were supposed to be fixing instead of the company communicating with them directly. We just want to be able to use all of the backyard that we paid a lot of money for. We are very disappointed in the lack of progression or urgency with completing our project. We are very disappointed in the lack of professionalism amongst the business owner who has not once reached out to us over the last few months while dealing with these constant issues and being unable to use our pool/spa.Business response
01/25/2024
We are terribly sorry about the time frame and how long it took to get the ****** pool functioning properly.
There are steps we had to take and the first one was to let the original sub contractors back out to fix the issues, Unfortunately the communication and corrections could not be completed in 3 trips by them. We then insisted they no longer visit the home and hired and independent pool specialist he found and fixed some mistakes but it still was not corrected. During this whole process we sent different Pentair warranty departments out multiple times. We did not once ignore the situation it just was not done efficiently regardless of whom we sent out.
This whole process is and was very unacceptable and we here at Extreme Dreams do not operate business this way. Our construction Coordinator gave the ******** communication and service even after work hours and tried to resolve the issues in a timely manner. It was just a huge back and forth.
The ******** were so patient throughout the process and we do not blame them for being frustrated enough to get the BBB involved. Our deepest apologies for the stress that this build put on them at the very end. Everything has since finally been resolved by Pentair warranty and the ****** pool is running as it should.
Customer response
01/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.