ComplaintsforEl Dorado Custom Pools and Landscape

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got into contact with El Dorado Custom Pools in March 2023 with a target completion date of September 2023 per contact(August 2023 verbal). We agreed on a contract price of $65,0000 for a small hot tub/pool in our backyard. I from the start was trying to make sure I knew any and all additional costs that might come up as I did not want to go over budget. Almost instantly after signing the contract new add-ons started to come up that were not discussed with me even after asking what all additional cost could be. These things include:- Any colors added to concrete - Service fees on top of gunite being poured - Any different plaster than white - A base heater cost that is nowhere near the price they actually charge - Additional walls that I am told "you probably wont even need" The walls are what seems to have done us in because from the start I told by **** (who I thought was the owner who I guess is just a salesman) that we live on a hillside and the drop from the top of the pool to the outside is ~4ft. I was told if we needed walls at all the total cost could be $2800. which I got in writing and thankfully I did. Things were going smooth up until July when the shot the gunite for the pool. After that things came to a screeching halt due to the walls needing to built. The wall that is only costing me $2800. I was told is costing them $12,000. Since then communication has been non-existent and it is like pulling teeth to get an answer on when anything will be done. We go weeks with no one showing up and doing anything. There are also times when work is done but done incorrectly so inspection is not passed. This of course causes weeks in delay. The worst part of all of this is I keep getting told their other projects are being worked on before ours. For example, we finally passed the inspection to have the deck poured. I had to ask 3 different people 3 times to get a date of when it will be poured and I am told the soonest is 2 weeks out on their schedule.

  

  Business response

  11/27/2023

  ******************* is a values customer and El Dorado Custom Pools is working diligently to remedy any issues and complete the project ASAP.  It appears some of the items ******************** believed were included were not, and El Dorado Custom Pools is working to address the upgrades and additions while continuing the process.  Thank you for your patience and the job is very important to El Dorado Pools.

  Customer response

  11/27/2023

  I am rejecting this response because: "ASAP" is not accurate as again today no one is at our house working on completing the project. Even with no one here I am not told why no one is here. It is a major inconvenience to lose access to our yard for over 2 months now when we were told it would only be 3 weeks at most. Does not seem like we are a priority to them as we are told other projects are coming before us and if that is because they delayed more then ours then I think there is a much larger problem here. 

  Also all the contracts that are loaded are fine, the problem is I am told one thing verbally and then another thing happens.

  At this point I would like this complaint to show on their account so no one has to go though this again without know what they are getting into first. 

  
  

  

  Business response

  11/28/2023

  I would like to amend my comment regarding the completion of *********************** pool regarding timeline.  There are numerous factors that have a impact of custom construction projects and El Dorado Custom Pools is working
  diligently to remedy any issues and complete the project in a timely, diligent and professional manner.  *********************** pool is very important to El Dorado Custom Pools and *********************** project along with our other projects is being scheduled for the remaining elements needed for completion,  Contract completion times are noted as ESTIMATED, as Holidays, Weather, County Inspections, Sub Contractors, Field Conditions and Changes all play a factor in the scheduling and thus the completion process.  Remaining phases are being scheduled and project completion is very close.  ******************* can call the office and get firmer dates anytime.  Thank you again for your patience and please know your job is very important to El Dorado Custom Pools.
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted to build a pool with El Dorado Custom Pool, agreed on a price and size of a pool and spa. The pool and Spa were not built to specs. The stone on the hot tub is falling off and the spillway that should have been a sheer water decent and the water feature does not work for what we were sold on. The company stopped communicating and then another company who El Dorado Custom Pools contracted with for plaster is trying to lien us for an amount we did not contract with at El Dorado Custom Pools. We never signed a contract with this company and trying to lien us for what El Dorado Custom Pools owes them. We were paying our final invoice once the work that was promised to be fixed on May 12, 2022 was completed. We have never heard from the company again.

  

  Business response

  06/22/2022

  EDCP has been building pools for over 20 years with a spotless record with the BBB, CSLB and others.  EDCP works diligently to provide a exceptional quality pool, with a exceptional customer experience and we will work with our customers, regardless of the issue, to make them happy. We value our spotless record and have worked diligently to preserve it.  We have attempted to contact the BBB several times regarding this false complaint and the proper way to proceed with it.We have left voice mails for ********************* for guidance, as this is the first "complain" we have had, and it is false and untrue.  

  
  EDCP were in contract with this customer that they have breached, and now that our attorney and sub-contractors are pursuing payment, they have reverted to outright lies.
  EDCP is currently in litigation with this customer for NON-Payment.
  Project was built to and exceeds all specs. 
  There is NO water decent depicted, included, sold or installed.
  There is No warranty issues that need addressed.
  EDCP has a very comprehensive warranty/repair/contact hub for customers, and this customer has not sent anything regarding repair, etc.
  This customer stopped all communication with EDCP when they decided not to pay their ****.
  This is not a legitimate complaint; this is an attempt at retaliation for money collection....

  Customer response

  06/23/2022

  I am rejecting this response because: I have much more documentation to provide. This build was going smooth until the flagstone was installed on our retaining wall. We went to the Rahami warehouse that is contracted with El Dorado Custom Pools to pick out tile and stone. We were shown Sandstone which I have a picture of and Rahami's brother told us it was flagstone. He said he had no samples in the store. We took his word he knew what he was doing. We explained we wanted small pieces put on the retaining wall and he said that was fine. I had to call **** to discuss what was included because ****** brother had no idea. With a call to **** he even made a racist comment about the company not being terrorist. I was extremally insulted as I am middle eastern decent. The stone was then installed and they put up huge pieces and not small pieces. I brought this to everyone's attention right away via text and email. I reached out to **** right away. **** and **** came out to meet with me and advised I need to be realistic about pieces being replaced. The retaining wall looked awful. I mentioned and asked multiple times for the pool to be measured as it was not 500 sq ft / ****** gallons. I have emails and a VM showing we had no communication for over a month until the day I submitted a complaint with the BBB and then and only then did **** the owner reach out to me. The stone was fixed and we were releasing payment even though we are not satisfied with the outcome of the pool. Then we are served with a lien from ***** pools so of course we asked for documentation showing that lien is released before we sent over the final payment. But again I have more emails and texts that can show you El Dorado Custom pools never made any attempt to fix our issues. I have screenshots from multiple yelp reviews with the same issues with being liened by ***** pools. For a business to call a customer a liar is absolutely ridiculous. I have plenty of documentation to show El Dorado Custom Pools has been a nightmare to work. They spent over a month not fixing the items the inspector called out. It wasn't until I called the fire department to have the inspection on the C02/smoke detectors and then notify the county inspector to come back out. El Dorado Custom Pools kept saying this step was not needed even though they were notified by the county. We were over charged by $1,789.30 for a CSD  permit that was never disclosed to us. This company has been anything but honest. They changed sq ft to linear ft to make money back from Rahami tile. They don't pay there contractors. They even lie about ******************* having over 30 years experience. ******************* is only 38 yrs old. They don't have complaints via the BBB because it is such a hassle to report this company. We are not in litigation with them and we did not only decide to pay after the lien. We paid the **** after our work was completed and that wasn't completed until the BBB reached out to them on our behalf, I have a  VM to prove this. This project was supposed to be done in January and just 2 weeks ago was completed. If you would like more emails and text messages you can ask for them. At the end you can see the text from **** saying just pay ***** Pools. I had to contact *********************** at ***** Pools to get this resolved. A check has been made out to both companies so that we can have the release from ***** Pools which was agreed upon in writing. 
  

  

  Business response

  06/27/2022

  Thank you, ****************, for guiding me thru this situation.  Although I disagree with some of the statements by this customer, the bottom line for EDCP is to take care of any issue that *** arise,and I feel we have done that.   I did confirm with our office that a Joint Check has been sent to our plaster company by the customer.  Once processed this will conclude the financial obligation from this customer regarding this project and will stop any further collection attempt by EDCP.  The interactions I have had with these customers have always been great, and it was not until recently that I learned of their dissatisfaction with members of the company and phases of the project as a whole.  I believe all is concluded at this time regarding this project and if a warranty issue arises I would erg this customer to reach out to me directly and I will personally see to its resolution.  As we discussed, I have worked very hard over the years to maintain a CLEAN record and although I am disappointed that this issue was not resolved better, EDCP will continue to do our very best to provide a great customer experience.  Thank you again for your assistance with this complaint.

  Customer response

  06/28/2022

  I am rejecting this response because: I have never heard back on the request for the refund of $1789.30 for a permit that they never pulled with the *** since they do not charge for this and it was not on our original contract that we signed. We had paid this since it was the 1st invoice. I personally messaged **** and *********************** previously with no response. Is this something you can assist us with? Also we are not satisfied with the finished product and I do hope we will get to leave our review with the BBB on the shotty workmanship of the finished product. They are not a company that wishes to make anything right since they did not make this charge right. Hopefully you can assist with. I have attached the contract and invoice and we had no change order approving of this charge and as you can see it was never disclosed to us.   

  Thank you for your time

  ********

  
  

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