ComplaintsforDolphin Pool Construction Co Inc

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I built a dolphin pool and do not have a working pool pump for my actual pool or spa. With over 5 techs, multiple emails exchanged and endless conversations there is no solution for us. Were just pushed to the side, still not able to enjoy our pool going on two months. Nothing works, the pool is green and Dolphin does NOTHING short of weeks at a time. I am so sick and tired and the back and forth with no solutions. We also have many other problems with this process. Just hoping, wishing praying they can come get the pool pump to work as this is ridiculous. Imagine spending $120k cash and not being able to even enjoy your pool or spa? We dont even have jet heads that stay inside the housing units let alone the other issues. Its just wild to me theres no sense of urgency or care.

  

  Business response

  04/29/2024

  Hello, 

  The Bunjovac pool is up and running. We are currently working with the homeowner to wrap up any open punch list items and all outstanding warranty issues. We apologize for any frustrations during the construction and start up process of the project. 

   

  Thank you, 

  **********************;

   

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  pool has a leak and it has been a month they sent out 4 different people and it is still leaking and they keep putting us off and rescheduling they claim it is the rain that they keep rescheduling and we shut the valves off per there request and the hole is covered

  

  Business response

  01/12/2024

  Hello - We are and have been actively working with ****************** on resolving the issue out here. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had multiple problems with the pool I had installed by Dolphin Pools. Every time I complained about an issue they would say it was "working normally". After at least 100 phone calls and just as many emails most of the issues are somewhat partially repaired. The one that I have the current issue with is a cracking in my decking that they fixed by filling it with caulk / paint. after about a month the crack came back. I let them know about it and also it was not properly repaired. The manager came out and looked at it and said "it's not wider then a nickel so it's not warranty". When we purchased the pool we were told by the salesman ************************* our pool would come with a "3 year, no questions asked warranty". We have had to fight every step of the way to get things fixed on the pool and we were overcharged for a "hard dig, extra shotcrete, and moving our gate"

  

  Business response

  12/06/2023

  Hello, 

   

  We are very sorry **************** feels this way. We have honored our warranty on this project 100% and we will continue to do so. During ******************** project there were many challenges that were outside of our control, labor and material issues mainly. His project has been completed, we met with him onsite and we have a game plan in place to address the issues he has. Our goal is to close these items out so **************** can move forward. 

   

  Thank you, 

  **********************;

   
  

  Customer response

  12/07/2023

  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The waterfall I paid for looks like c*** and looks nothing like what I was showed. The installers just threw rocks on top of each other. On one side, a large rock is on top of the smaller rocks. In the middle of the waterfall are some vertical rocks that divide the water flow in half. This looks nothing like what you would expect to see in the wild, nothing like any of the models I was shown, and nothing that anyone would be proud to display.When I first saw it, I contacted sales, the project manager, and several other representatives to tell them I didn't like it. After nearly a dozen emails and texts, someone came to look at it, took notes, and texted later to say they were not going to make any changes. Customer satisfaction obviously means nothing to them.Essentially, I paid thousands of dollars for the ugliest "waterfall" I've ever seen.I would like for the company to either redo the waterfall or refund the money so I can pay someone else to fix their mistakes.

  

  Business response

  11/15/2023

  Ms. ******,

   

  Sorry for the hassle, per your conversation with ***********************, we will be out next week to make adjustments to the waterfall. I have reviewed pictures of your waterfall, and from what I can see this is typical of rock waterfalls that are installed on swimming pools. There really is no way through the design process to show exactly what the waterfall will look like, Again, we are sorry you are not happy with the way the waterfall currently looks. We look forward to completing the waterfall to your satisfaction. 

   

  Thank you, 

  **********************;

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Dolphin pools last year to build a pool. Process started off great however woth the consistent changing of project managers the project started having issues. The pool was finished in May of this year. In June we hade them out for a couple couple of issues that needed to be fixed. One was some painting that needed to be completed on the gas line and plumbing as the person who painted the plumbing was not concerned about over spray and ended getting the over spray from the gas line onto the pool plumbing making the job look sloppy. I originally requested this to be fixed earlier in June but they never showed and asked again around June 20th when they were out addressing another issue. This issue is still not taken care of. On August 20th we sent a warranty request in for a cracked tile. We received a response that a work order would be submitted but have not heard back since 4 weeks later.

  

  Business response

  11/02/2023

  Hello **************, 

   

  Sorry for the delay in getting the cracked piece of travertine replaced and the paint touch up completed. It is my understanding both of these items have now been addressed. If you need anything else feel free to contact us at anytime. 

   

  Thank you, 

   

  ***********;

• Initial Complaint

  03/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They did not finish the job and now the filter and heater dont work. The pool was filled a month ago. Reached out multiple times to get the finishing touches complete and resolution on the filter/heater issues and no return communication. Our pool project was a complete mess from beginning to end. Dolphin Pools needs to adjust our bill for a this complete mess that ethyl caused and finish the job.

  

  Business response

  03/31/2023

  To Whom It May *************************************************** issues with the heater/filter have been rectified. The unfinished part of the project that is in (originally attached picture) will be completed today. We are available if any further warranty issues come up in the future. 

   

  Thank you 

   

  **********************;

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dolphin Pool refuses to rectify their mistake in an acceptable manner. My pool is under construction and was recently shotcreted. We were waiting for the deck to be poured and I was informed of three dates: 1/31, 2/10, 2/15. Each of them was canceled without prior notice--I had to ask to find out. It was finally done around 2/20. The stone installers were then supposed to come on 2/22 but it was a no-show again. When asked, they said they were behind schedule but there was a bigger problemthe stones I had picked over a year ago were discontinued. They only told me this on the day of the installation when they should've already had them. They knew about this at least three weeks prior as they withdrew it from their showroom then. They did nothing about it, causing further delays.I was then informed the subcontractors had messed up the concrete pour. They failed to construct a lip around the edge of the hot tub that protects the weak thin top edge of the stone tiles that are installed underneath. So we cant install the stones even if we had them.I was given two choices; neither was acceptable to me because it entailed giving up the stones entirely or demo work and massive delays. They offered a small credit but it wasn't enough to forgo such an important feature. They refused to work with me to come up with a mutually agreeable solution to fix the botched work, and insisted I chose one or the other--it was their way or the highway. They then demanded immediate payment and unilaterally stopped work--very hypocritical as it's okay for them to always be late, but not the client, even once (I always paid promptly and even made an advance). Unfortunately, I can't pay for work that wasn't done properly, especially when they refuse to work with you on the remediation. Dolphin Pool may be used to cutting corners, but as a client paying over $110,000, I deserve better treatment. They refuse to own up to their mistakes and fail to hold up their end of the bargain.

  

  Business response

  02/27/2023

  To Whom It May Concern, 

   

  Dolphin pools fuly acknowledges a mistake was made upon deck pour. We have offered to fix the mistake and complete the pool per the plan, per the contract. "Massive delays", is a bit of an exaggeration to say the least. Originally our super intendent quoted him a 4-6 week delay. I let Mr. ** know I did not think it would take that long and I asked him if he would like to get a more accurate time frame for the repair. He chose not to respond to that last email, so here we are. I will follow up with my ***** to see when he can get this done and I will pass that information along to Mr. *** We offered him what he paid for the stone veneer as a credit, he did not think that amount was enough. I offered him an extra ****** above what he paid for the stone veneer, that was not enough either. I am unwilling to credit anymore than that amount. So the only other option is to fix the mistake and build it per plan, per the contract. I wont be providing any compensation for delays, this is construction, mistakes happen from time to time. There was no completion date agreement in his contract. No mention of compensation for construction delays in the contract either. Per the contract, the deck payment is due at "day of deck" which was on 2/20. 

  During these very difficult times material selections like stone veneer, tile, pavers and block are consistently going in and out of stock due to global supply chain issues without notice. We do the best we can to get the material that our homeowners originally select at the beginning of the project. If the original selections are not available at the date of install the homeowner can wait for these selections to become available or they can chose a substitute. 

   

  Thank you, 

   

  **********************;

   

  Customer response

  02/27/2023

  As indicated in my desired resolution, I do not want a credit to give up the stones, but for the problem to be fixed properly. Dolphin Pool has a history of delays/tardiness and lack of communication about it with its clients, so I cannot accept an open ended "4-6 weeks" timeframe which could end up turning into months. This mistake was caused by their oversight and mismanagement so I want it fixed ASAP and for the construction to return to schedule. In terms of the payment, I would like to stress that a job done but not done properly, is not a job completed. As soon as we can agree on the remediation of the botched job and an acceptable timeframe for its rectification, they will get their payment.

  

  Business response

  02/28/2023

  Hello, 

   

  Per my email(pasted below) to Mr. ** yesterday, we will be will be starting the install for stone veneer around the spa the end of the week or the beginning of next week. Let me know if you need any further information from me. 

  From: *********************
  Sent: Monday, February 27, 2023 2:10 PM
  To: 'Al **' <*****************>
  Cc: ******************* <*********************************************>; ************************* <***************************************************>
  Subject: Project Update
  
  Mr. **,
  
  I have spoken with our President ******************** We are going to move forward with the demo around the outside edge of the spa deck. We will install the stone veneer per plan, per your contract. Our ***** believes he can get started at the end of this week or the beginning of next week. We will get this done as quick as we can. Let us know if you have any questions.
  
  
  
  Thank you,
  
  ******

  Thank you, 

   

  **********************;

   

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Not limited to:Poor communication: we were told we would be given 24/48 hr notice on crews. We were then told we would be given larger windows up to a week. We initiated the build with *********************, he was very aware that we would be out of town for 2 months during the summer and would need to provide this information to our house sitter to ensure the gate was left open. This did not happen. Our first project manager *** let us know this is not a proper expectation however ****** assured us this would improve.Misleading expectations: timeframes and communication improved for less than a month. Our last communication from ****** was on 12/5/22 stating that **** was looking good, implying that he had been out for an inspection. I was home this day. No one came by, or if he did, he let himself in and left just as quickly, perhaps to avoid this conversation. Since this time the tile crew came back out and did not finishasked us how we would like the tile done but nothing finished. Why doesnt the crew already have our preferences to begin with one would wonder? A second clean-up crew came without knowing that one had come and gone but not finished. Damage to property: gate, French drain, neighbors yard, etc. Dogs entrapped by crew: photo attached which ************* crew placed a table to cover the dog door approximately 6/13/22. We were even flexible to that, asking that the crews remove the table when they leave if it is really necessary. However, it would not have been if we had been given a heads up that a crew was coming. The crew left the dog door covered overnight which meant coming home to a house with dog urine/feces. In addition additional charges that cannot be explained.********************* emailed on Nov. 4, that there was additional shotcrete & an additional muck out needed for the pool due to unforeseen circumstances. I asked what was unforeseen and was told its Typically due to weather, and that ****** would advise.

  

  Business response

  12/28/2022

  To Whom It May ****************************************************** these difficult times we are doing the best we can to get pools completed in a timely manner. Due to labor and material shortages this has been very difficult. With the overall demand in the pool industry we had to add some new subcontractors and they have not been as reliable as the subcontractors we have used  in the past. We always ask our homeowners to leave us access to the backyard Monday - Friday sun up to sun down. I apologize if there was a miscommunication here. Sometimes we only have their word to rely on, when they tell us they will be there, we assume they will be there. I will admit, my team needs to do a better job of daily follow up with our homeowners to make sure our subcontractors are doing what they say they are going to do. We apologize for any inconvenience and lack of communication, we are working everyday as a company to get better at this. The Muckout and Overbreak Addendum was an additional amount owed by the homeowner per the contract due to rain damage. I will waive these fee's as a gesture of good faith. We do have some remaining items out here to wrap up, acrylic, tile, barriers, final inspection, interior, start up and orientation. I am working to get these items closed out as soon as possible. We will finish the project per plan, per the contract and we will honor our warranty. 

   

  Thank you, 

   

  Dolphin Pool Construction Inc. 

• Initial Complaint

  03/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dolphin Pools came highly recommended to us by several people and we happily used them for the full construction of our backyard totaling just under $100,000 for a large in-ground pool with swim-up bar, baja ledge, sunken grill, pergola, fire pit, with travertine and turf installation. The design process with ****** was fantastic, and while we were informed that Dolphin doesn't do very many back yards like ours, we were ensured they would be able to fulfill the plan. Shortly thereafter, it all went to H*** and has continued to be a nightmare since. From the get go, our contractor changed three times. There was little to no communication and when we would reach out, our calls were never returned. We had issues with the wrong tile being installed on the swim up bar top, the fire pit being placed too close to the pool (<2ft from waters edge), the travertine outline for the turf installed wrong, major grading issues, the sump pump in the sunken grill not working (had to be replaced twice), the *** grill not getting hot enough (turns out it had two gas leaks that ARE STILL NOT REPAIRED), and the pergola which took over a year to install and required the contractor coming back to the property multiple times for not installing the lights, switches, and leaving exposed wiring out. We started this process in 2019 and we are still unable to use our *** grill. All my calls and emails have been directed to the warranty department, in which the representative has changed twice, and who almost never return any communication. The 'maintenance tech' they send out to inspect issues is some ***** teenager who calls from an unknown number and does not leave a voicemail so you don't know who called and then, when you can actually manage to get him to come to your home, essentially walks on the property says, 'looks good' and leaves. I am beyond frustrated with this company and regret ever using them for our project.

  

  Business response

  03/16/2022

  The open repair is for a defective gas connection line to the *** that is scheduled to be repaired by 3/24. Customer has been contacted and notified.
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dolphin Pools is refusing to remove the excess dirt from digging the pool. They have come out to remove the dirt, but leave it in an unacceptable state.

  

  Business response

  03/08/2022

  This request has been taken care of to Laurens satisfaction.

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