ComplaintsforIsland Pools, LLC

• Initial Complaint

  07/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Island Pools in Jan. 2021. During construction of the pool, one of their contractors spilled a orange substance on my Ivory travertine and ruined it. They also sp***ed concrete on the side of my house (that was taken care of). The paver contractor made 2 attempts to come out and repair what was ruined months after and months of waiting again. It took them forever to come repair. Unfortunately, so much Travertine was damaged the paver contractor ran out of the lot color in my travertine. ***** one of the owners was never there to supervise the repairs to make sure they were done correctly. **** refuses to finish the job because that is going to cost money out of "his" pocket. I offered up a solution which was agreed upon. Now there had been no remedy and it is July 2023 - 2 years later. **** has completely ignored me for months on end. He will finally answer me and he will give me lip service that he will be out the next week and never shows. So here I sit 2 later with an unfinished pool deck and ruined travertine with blue tape all over the place. I also cannot finish the rest of my space until the Travertine is fixed. I have paid them over $80K do not even get the respect of being a customer. They are very poor at communication and the customer service is awful. One gentleman came out to give me "pool school" so I can learn how to care for the pool and he showed me 2 things and told me to *** **** the rest. It is beyond ridiculous that you treat a customer this way. I would never recommend them to any one. I am beyond livid and I deserve this job to be finished!!! I have sat here for 2 years waiting to finish my space and I can no longer live in the chaos. Very poor company, staff and workmanship. It really would have been an easy fix if they did it in a timely manner and supervised their work. I need a resolution.

  Business response

  07/19/2023

  This customer has not paid the balance in full and still owes Island Pools the final balance on this contract. This customer was notified that if the balance was paid in full then she could expect warranty work to be addressed properly.  As of this date this customer has no warranty with Island Pools. The specific issue that was mentioned (the staining on her the pavers) was the result of the lawn sp***ing company that this customer has hired. This lawn sp***ing company drug their hose across the paver decking and got their product on the paver decking. They use an organic product that is brown/orange in color and stains concrete. Island pools does not use any product of this nature and the pavers were not in this condition after installation. we have replaced numerous pavers to try and make this customer happy but we cannot continue to replace pavers at your expense for a situation that we did not cause. Island Pools also has spoken to the lawn sp***ing company and they agreed that it is possible that the staining was from their product. If this was an actual warranty issue (which it is not) Island Pools has a policy of handling and addressing all claims of warranty if the balance of the contract is paid in full and if the customer is in good standing with Island Pools.

   

  Business response

  08/09/2023

  I will not be participating in this arbitration     This issue will not be addressed by us until the contract is paid in full. The installation was complete and this is considered warranty work. Warranty work is not honored util the contract is paid in full. There is no need for any future correspondence with Island Pools on this matter

   

  Customer response

  08/14/2023

  Attached is my signed agreement to Arbitrate

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue 1 – Per attached ********************** with Island Pool, Inc, 2 lights should have been installed in the pool. Island Pool, Inc only installed 1 light in the pool. Pool currently has dark spots cause of the missing light. Supporting docs provided: -Balcarek Agreement.pdf – Page 5 states that 2 LED lights should have been installed in the pool. -Barrier Requirements Review.pdf - Barrier Requirements / schematic submitted by Islanded Pool Service, Inc and approved by St John’s County Building Service Division show that the pool should have 2 lights. Box in red indicates the missing light. -Light Issue Reported 08182021 – Screen Shots of txt msg exchange with **** *******. The msg shows that the issue was reported on August 21, 2021. On October 4, 2021, John indicated that the light is being ordered. Issue was not resolved. Pool is still without a light. Pool View – Picture of the view shows that majority of the pool is dark. Issue 2 – Island Pools Inc is to reimburse me for purchasing screen logic in the amount of $645, which per ********************** was included in the cost of the pool and was responsibility of Island Pools, Inc. to purchase and install. Supporting docs for this issue: ********************** – Screen Smart Phone Control logic is listed on page 5 under spa. Screen Logic Receipt.png – Receipt of the screen logic from Amazon shows cost of $645. Screen Logic Reimbursement – Text Msg exchange with **** from Island Pools, Inc. shows that owner RD approved the purchase would reimburse me. This has not occurred. Issue 3 – Number of tiles are cracking and need to be fixed. This issue was reported within the 1 year of the warranty. Supporting docs: Cracking Pavers & Tiles 1 & 2 (two screen shots) – **** from Island Pools, Inc was notified on 6/15/22 that there are cracks that need to be fixed in the tiles and pavers. **** indicated that **** ******* would handle the issue. Issue has not been resolved.

  Business response

  08/18/2022

  It was offered to this customer to credit him for the cost of the second light. It was an error that it did not get installed and after talking with the county it was not possible to install after the pool was complete. this was explained to the customer in detail. Also, crediting him for the cost of the screen logic is possible. This customer also has an outstanding balance on the overall price for the project. It is our policy that no warranty work will be completed until all outstanding balances are paid in full. If this customer would like to pay us the money that he owes we would be more than happy to complete any warranty work. this customer has owed us this money for over a year. As of today there is no warranty in effect for this project. 

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