ComplaintsforPool Innovations

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my pool resurfaced by pool innovations, after the resurfacing the surface looked dirty. I was told to fill it up and brush the surface for a month 3 to 4 times daily and it would correct. Well 1 month later it looked worse. I called and they sent out a team to acid wash, that did nothing and the guys said looks like the plaster was incorrectly mixed call the office. I did that and was told by the sales rep ******* that since it was too hot out we shouldn't do anything until the fall like Oct to December 2022 when it cools down. Ok, so I waited and called back in January and was told by ******* to contact the office and they would assist. I did that and was told by a new employee that she would talk to her boss and get back to me, two weeks go by and nothing. At this point I want the pool either resurfaced correctly or I want my money back. This was done very poorly and they are not standing behind their workmanship and warranty.

  

  Business response

  02/16/2023

  Hello and thank you for bringing this issue to our attention.

  Pool Innovations, **** takes customer satisfaction very seriously, it is our highest priority. We do respond promptly to calls and messages from all of our customers and we are not satisfied until we have done everything we can to make our customers satisfied. 

  In regards to this customer complaint;We are 'actively' working with this customer to resolve these concerns. 

  On the date and time that this complaint was made with the BBB, we were in ******** communications' with this customer. In fact we were literally exchanging text messages when one of the messages advised of the BBB complaint, as we were attempting to contact this customer by phone however, the customer was not accepting our phone calls and texted that he was busy all day and could only text. 

  As it stands we are scheduled to be on the job site over the next several days working to address the customers issues with the plaster finish of his pool and the customer is aware of this timeline. 

   

  As always, thank you for the opportunity to respond to these concerns.

   

  Thank you,

  Pool Innovations, Inc

  ~ ***********;

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

   

   

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our pool repaired and resurfaced in Oct 2017. Our salesman, *******, insisted and wrote on the contract that we had "extended lifetime warranty on the mini pebble". I noticed a crack developing again. I called the company in April 2022. I was told they would check into it. Never got a call back. No answers to text messages. I called again on 9/12. Spoke with ******* and she said that she would get back to us. Never did. I called again on 10/7. Spoke to ******** I was told "I don't know, I'll get back to you". She did actually call back this time several hours later. She stated that we didn't have a warranty and that it ran out at year 2. I told her that my contract states, as written by *******, that we have a lifetime warranty. She said that if we had a lifetime warranty, that we would have received a certificate. I told her that we were never told about a certificate nor is a certificate even mentioned anywhere on the contract. That if we knew that we were to get a get certificate, that I would have insisted on getting it upon completion. Her reply was basically sorry, you don't have a warranty, it ran out. I told her I felt lied to and deceived by ******* and that he was just trying to get us to sign the contract that was worth 11k in work. ******* knew I was concerned about a warranty and so he added it in. He wrote how much it costs for a lifetime warranty and then crossed it out and said included. We were told that we had a lifetime warranty and I expect them to honor the contract and fix the crack that is starting to develop before it gets worse.

  

  Business response

  10/10/2022

  Customer is claiming she has a "lifetime warranty", she does not.

  Customer was offered an "extended lifetime warranty" at no additional charge (normally $895) subject to conditions of the contract. 

  The **************** requires a two year warranty on all contracted work. This customers contract was effective 10-17-2017.

  The contract conditions listed on the back of the contract which are attached to the customers complaint here, clearly state that "the warranties provided in this section shall NOT be effective until owner makes final payment as provided for in the payment schedule". The customer withheld final payment for eleven days after completion of contracted work.

   This customers pool was (completed) pebbled on 11/15/17, her final payment of $3,200 was due on 11/17/17 and was not received until 11/28/17 AND she under-paid the final balance by $300.

  Customer stated that "I expect them to honor the contract", we have honored the contract; We completed the work we were contracted to do and we were shorted the contract (agreed upon) payment.  Ultimately, the customer forfeited the offer of a "free" extended warranty.

  One cannot withhold payment owed and expect to receive free benefits. 

  Thank you,

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

  Customer response

  10/10/2022

  Our contract clearly states "extended lifetime warranty" as it was written by *************** 

  Regarding the final payment being $300 less, that was because we were explicitly told by ******* and ***** that they were going to take a few hundred off because of all the issues we had. ***** actually stained our pebble tec with stone sealer that he was putting onto the flagstone. He said "it'll go away in 2mos". It never has. Those white spots are still there. There were issues with the crew leaving messes, throwing debris over our view fence into the desert etc. That is why THEY took a few hundred off. We did not pay them less just because we felt like it. As a matter of fact, we paid with a credit card. The company is the one that processed the payment and THEY purposely charged less because of the issues. In hindsight, it feels like they did it on purpose so that they could later claim that we didn't pay in full. We did. We paid what they told us to pay and what they charged to our credit card. We have no control on what they put in on the credit charge. 

   

   I am attaching photos of the pool from when they said it was "complete". We had numerous issues with the quality of work and crews, which is why they agreed to take $300 off. I also have screenshots of text messages between myself and my husband. Unfortunately, I don't have any with ***** or ******* as communication was typically in person or on the phone. 

  
  

  When the crew was pebbling the hot tub, they forgot to add the abalone and glass. I  caught it and they had to redo the hot tub as it was too dry and couldn't get the abalone and glass to stick. They ended up ******* the hot tub and "finished" it in a messy state. The fittings were not properly installed and had to be adjusted. They also pebbled over fittings to the point that the ball/valve in the jets were immovable. They left pebbletec all over the tile and ***** stained the pebbletec which is still there today. They also pebbled into the skimmer and the flapper could not move. The pebbletec also does not look anything like the pebbletec that they advertised in their brochure and online. They knew we were not happy with the quality of the work and all the errors they had made along the way in addition to throwing trash out into the desert behind our house. This is why they offered to charge less on the final payment. 

  Also, all payments were made with a credit card. The date they processed and the amount they processed was all initiated by the company. A customer does not handle the credit card transaction. 

  In addition, ****** admitted in her response that a lifetime warranty was included but summed up her response saying it was null and void because we shorted them 300. We did not choose to "short" them. They offered to take 300 less. We should not be punished and it should not void our contract because they chose to take less. 

*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. ↩