ComplaintsforSouthern Arizona Pools LLC

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 2021 we signed our contract to have our backyard and pool done. Feb 2021 was the official start date of our build and we were told it should take 4 to 5 months. The pool was done Nov 2021, 11 month later. We paid around 65,000 thousand for this project. We have had the pavers redone at least 4 times and we still have paver that are uneven and coming up. Most of the pavers that were used on the last repair looked to be old and chipped around the edges. Most of the pavers have gaps with no grout to help support them. The pavers are pulling away for the edge of the pool. The Gazebo was not welded correctly it only has welds halve way on the seems and the roof of the gazebo doesn't fit correctly. The edge of the gazebo beams still haven't been welded closed. We have glue on the front of the water feature still. We have a chipped waterline tile that hasn't been fixed. On our Fire pit we have pieces that have come off and the grout wasn't done correctly I was told by the owner this would be fixed, still nothing has been done about it. We have pebble Tec on the edge of the pool pavers still. On the metal divider the weld broke and the new metal strip put in was done with a bunch of screws and never rewelded, esthetically looks horrible and I was told it would be redone. The pool light was replaced and after two weeks it went out. after being replaced again, I was told "due to a halo under it that a mason would have to come out to fix it because it doesn't sit flush on the pool wall". I was told by the owner that his superintendent would be reaching out to me to schedule a walk through and to schedule a time for repairs. It has been over a month and still no phone calls/messages from either the of them. These issues aren't new, this will be the 10 plus time they have had to be out here to fix the same thing. I've requested a new contractor and welder to make repairs due to the reoccurring issues. I was told that couldn't be accommodated.

  

  Business response

  07/31/2023

  We have addressed this homeowner’s complaints on numerous occasions over the last year and a half since the project was completed.  The issues the homeowner mentions were all addressed in a ROC complaint the homeowner filed a year ago.  The pictures submitted were also from that ROC complaint, which were all addressed a year ago, when the ROC found that there was no cause to proceed with the homeowner’s complaint.
  
  The project is in an expansive soil area and the homeowner has been advised multiple times to limit the amount of irrigation and hose water that flows into his back yard.  Excessive water will cause shifting of the pavers due to the nature of the soil in this area.  We have dozens of projects in this same area that do not have any issues arising from the expansive soil.  Regardless of the cause, we have addressed the homeowner’s deck concerns multiple times, most recently by reinstalling his entire deck. 
  
  We had crews at the homeowner’s project a week before the filing of this complaint, so his statements regarding no calls and no work are completely unfounded.  The homeowner has been advised to submit any issues he may perceive to have to our office, so our staff can address them properly.  Instead of utilizing this process, he submitted this complaint to the BBB.  As always, we are available to address any warranty issues that may arise, if we are made aware of the purported issues.

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