ComplaintsforRight Choice Pools & Spas Inc

• Initial Complaint

  09/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our company provided fire-up services for two pools in ******** for Right Choice Pools & Spas, including chemicals and time for six visits starting August *******. The total amount agreed upon with *************************** was $600. Despite multiple attempts to contact them via email and messages, they have not responded or made any payments. We maintenance a communication during the job but as soon as I finished he disappear. Have been 2 weeks since the last communication.

  Customer response

  09/10/2024

  Owner paid today. He said never received invoice but we have the proof that we did. We want to stop this complaint

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Right Choice Pools regarding the unsatisfactory completion and subsequent issues with the pool installation at my residence. The pool was completed on May 9, 2024, but several problems have arisen, which have not been adequately addressed by the company. Issues: 1.Pool Leak: After the plaster was completed on May 9, 2024, the pool started leaking by May 11, 2024. On May 14, 2024, it was determined that the leakage was due to the omission of epoxy behind the pool light. This was fixed on May 15, 2024, but the subcontractor did not return to install the light as promised. Upon inquiry, the subcontractor stated they no longer work with Right Choice Pools. 2.Lack of Response and Action:On May 27, 2024, I contacted the company to report that no one had come to install the pool light and that the final inspection had not been scheduled.Despite reaching out, the owners responses have been vague, and have not confirmed when the final inspection will occur or when the issues will be resolved. 3.Operational and Structural Issues:The pool pump indicates a cavitation issue, advising to check the valves and air pump.The spa is not retaining water when the pump is off.Hazards and Concerns:The incomplete pool light installation poses a safety hazard.The unresolved cavitation issue with the valves and the spas inability to hold water when the pump is off are concerning and affect the pools usability and safety.Given that the pool is less than a month old, these issues should be covered under the service agreement. Despite numerous attempts to contact Right Choice Pools, we have not received a satisfactory resolution or a concrete timeline for addressing these problems. Request for Resolution: Immediate installation of the pool light. Inspection and resolution of the cavitation issue with the valves and air pump. Fixing the spas water retention issue. A demonstration of how the pool system operates to ensure proper use and maintenance.

  

  Business response

  06/12/2024

  First, we have to say we are deeply disappointed by this BBB complaint. Not only did we just recently finish this customers custom pool,and it looks beautiful, but we worked extremely hard all along the way and especially at the end of the project to complete the project for them at their requested deadline for their daughters Sweet 16TH Birthday Party.As they stated, their pool was completed on Thursday May 9TH and they reached out regarding a leak 2 days later, and it was then fixed 3 days later.  There are minor punchout items that remain which as the customer stated here, they have reached out about. The part they have left out is that we have been in constant communication with them since, regarding these punchout items. We have emails to them on 5/14/24,5/28/24, and 6/3/24 along with text messages sent on 5/18/24, 5/28/24, 6/8/24,6/10/24, a phone call on 6/3/24, and multiple emails today as we respond to this complaint, on 6/11/24. We are unsure where this accusation of lack of response comes into play, as all is documented on our end if any future/prospective customers reading this would like to discuss this further and see that documentation we are happy to do so. We have informed Mr. ************************ of our gameplan to address these minor punchout items as well as explained to them that due to the fact that the pool industry is a 90%subcontracted business, coupled with the rain we have had this past week and will continue to have for the coming weeks, it is difficult for us to give an exact date on these items, but all they need to do is ensure backyard access and all will be taken care of. Once again, it is truly upsetting that this customer chose to come on here and make a complaint that cannot be removed, in an effort to hurt our small family business when we have been in constant contact with them and responded every step of the way since the beginning of their contract with Right Choice Pools ***** Spas. We have given them zero reason to believe these items would not be taken care of or that we would just disappear and not honor our warranties. We are sorry it has gotten to this point;our goal is always to provide our customers with the best service we can leaving them happy ***** satisfied with our work, and as we type this response we are still continuing to communicate with Mr. ***** ******************* and will continue to honor our warranties as we do for every single customer. 

  Customer response

  06/19/2024

   
  Complaint: 21818356
  
  I am rejecting this response because:

  First, we appreciate the efforts made to complete the pool by our daughters Sweet 16th birthday party as the dig date for our pool was in April of 2023 and completed May 2024. However, the dates mentioned in your response are misleading and do not address the core issues raised in our complaint.
  Our primary concern has been the lack of timely and effective communication regarding the resolution of these issues, particularly:
  Leak and Light Installation: After the leak was fixed on May 15, 2024, the subcontractor did not return to install the pool light, posing a safety hazard.
  Upon inquiry, the subcontractor informed us they no longer work with Right Choice Pools.
  Valve and Spa Issues: The pool pump indicates a cavitation issue, which we were told is an "operational issue" without a solution. The spa is not retaining water when the pump is off.
  Communication Issues: Text messages and phone calls were made to the office and owner on May 28, 2024, with no response. On June 3, 2024, we called the office and the owner, received an email stating someone would come by, but no date or further information was provided.
  We had to follow up repeatedly with no clear timeline or resolution provided.
  This complaint aims to ensure our significant investment, is not wasted and our warranty is not voided due to unresolved issues and lack of prompt response.
  While you state that communication has been constant, our experience has been different. It was only after filing the BBB complaint that responses became more timely. Even so, due to the rain last week, the issues remain unresolved. RCP has stated someone will come by to address our issues concerning the pool system demonstration this week and that equipment operator is scheduled to take a look at the valve and pump issue. 
  We understand that the pool industry relies heavily on subcontractors and that weather can cause delays. However, given that our pool is less than 30 days old and the issues are ongoing, we expected more proactive communication and resolution from your company.
  Once all issues are resolved, we will close this complaint. We are disappointed as well because, as a small family business, communication is key and you should understand the importance of customer satisfaction and timely issue resolution.
  

  We hope this matter can be resolved promptly and to our satisfaction

  Sincerely,
  

  Merrewilned *******

  

  Business response

  07/09/2024

  
  

  First ***** foremost, the ******* comment about the communication not being constant is absolutely incorrect. We have documentation of all emails, text messages, phone calls ***** site visits from the very beginning. Since we last responded to this BBB complaint, our leak repair guy went out to the job, checked for leaks, which there were none, ***** fixed their pool light, as well as our Hayward representative going out to the residence ***** checking all equipment ***** gave the homeowners a full tutorial on equipment use. Mr. ***** ******************* have all of our personal cell phone numbers and again, this BBB complaint they have raised has been unnecessary because we have always responded to them in a timely manner and we ALWAYS honor our warranties and aim to resolve any issue that *** arise. In regards to the ******* comment of the 13 month construction, we have explained to them multiple times throughout the process the issues we were facing but we will reiterate it here as well because it is very important for anyone interested in starting a construction project to understand. We are a very small family business and it was the Covid Pandemic Induced Forces that caused 95% of the problems that we have been facing and dealing with for the past 4 years The biggest problem was / has been the Covid Pandemic Induced inflation that has been surging and is still on the rise today, including the high costs of insurance and fuel. It's been very very difficult for us to even survive this DISASTER but we are !!! The price of vehicles, gas, mortgage rates, insurance, food cost and rents etc have all increased by 20% to 30% and some even higher We have never seen inflation like this in our lifetimes ! Almost every single piece of pool material that we need or pool equipment has increased from an average of about 40% to 60% and higher and some items have even doubled in price This all started and is due to the Covid Pandemic, most of the supply chains both in the ************* and globally were either shut down and/or were operating at only 50% Due to the Covid Pandemic, the work / labor force in the ************* has drastically affected most business with much less workers available and wanting to work. Then the ones who do want to work, want 2 to 3 times more than the standard rates - $15 per hour laborers now want $30 to $40 per hour... So, basically over the last 36 months, the cost of everything going up has cost us approximately an additional $200,000 to $300,000 over and above the original costs to build the pools All of the above was all induced and started by the Covid Pandemic, which is an ACT OF GOD or it was created by the Chinese as a biological weapon unleashed on the world and was forced upon all of us to deal with, either way all of these actions ***** reactions were not and are not within the control of RCP So, because of these higher costs for both materials, labor, fuel ***** insurances etc the costs to build the pools has exceeded the cost of what you actually purchased your pool for - therefore we have been making little to NO net profits. But yet we have never quit and never will ***** we continue to honor our contracts and finish everyone's swimming pools. While recently, a lot of these issues seem to be resolving themselves and our recently sold pools are now being built at a much faster pace. Once again, we are sorry that the ******* seem so upset but they have a BEAUTIFUL swimming pool ***** spa and we will continue to be here for them should they need anything.

  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I could write pages on how poor the experience has been and the service, quality and cost issues we have experienced, but I will spare you that and get tot he remaining issue after almost 2.5 years of trying to build this pool. Final inspection for the permit occurred two months ago and the pool passed, but the skimmer system has never been turned on and is plugged as no one knows if the leak in that line was fixed. We have asked the contractor to honor their agreement and come start the skimmer for the past six weeks. They continue to tell us someone will be here soon and even promised a person would be out 4 weeks ago. We need RCP to come check the skimmer, start it if it works and fix it if there is still a leak as before.

  

  Business response

  02/23/2024

  I am sorry that this customer is upset, but this pool is 100% complete & looks beautiful (we have many pictures & videos for anyone who wants to see) We passed every single inspection on this job & the permit has been closed out. 
  
  Unfortunately the Shapiros purchased their pool in the middle of a worldwide pandemic which caused problems with materials and labor, combining that with the fact that their house is on the intracoastal and we experienced king ***** and tons of excessive water, along with them having addendums and change orders as well. 
  There were also many delays by the building department, requiring special reports during the permitting process. 
  
  It rained almost everyday since April 2023 to January 2024 & when combined with the King *****, it of course adds time to completing a custom pool.
  
  During the time of this job, we also experienced some issues with finding qualified, experienced & insured LABOR & a labor problem is difficult for any business to over come but we did it.
  
  There is a very minor warranty issue, which has minimal impact on the pools functionality, & while we have every intention of addressing & resolving this for them, it is not being taken care of fast enough for them, so this customer thought it was best to trash our small family business online instead. 
  
  Once again the pool has been finished for months & it looks amazing. We are sorry that the Shapiros are so upset but unfortunately you cannot please everyone, no matter what you do. 
  
  RCP always communicates with our customers & we work very hard & long hours to always move the ball forward & we have & will continue to always honor our contracts & timelines.

  Customer response

  02/26/2024

   
  Complaint: 21261433
  
  I am rejecting this response because:

  They STILL have not address the broken skimmer which has never worked since the pool was installed.  They refer to this as a minor warranty issue but a major component of our pool (the skimmer) has never worked and we have been waiting for three months now to get it looked at.  The business does not address WHEN they will resolve the problem.  We are just supposed to wait forever.  

   

  Three months is not a reasonable time to wait for them to just even look at it.  No one has come here for three months!  The skimmer has never worked due to their faulty installation. V *** paid in full in October 2023 and we are almost to March 2024 and still dont have a working product.

   

  Completely unacceptable. 
  
  Sincerely,
  
  *************************

  

  Business response

  02/28/2024

  Our goal was to resolve this issue but it is very difficult to get that done when a customer is so aggressive. The last thing we ever want to do is get into an argument with any customer. Please understand that THIS POOL IS COMPLETED. RCP went through & overcame all of the *** & downs and highs & lows, we passed ALL of the inspections and this permit was closed out back in November 2023 by the *************** ******************* and the pool and decking look AMAZING!!! It is hard for us, especially as a small, family owned business to not tell the true story while a customer attacks us, not only all over the internet, but in emails, text messages & phone calls too. The skimmer actually did work and it had passed inspection - ITS All DOCUMENTED by the building department. When we let ****************** know we had scheduled someone who would be coming out there shortly to check the skimmer again, ****************** got very ***et, making threats, insulting us and screaming and then he went even further and gave us a demand/ultimatum of getting someone out there within 24 to 48 hours or he was going to hire somebody else to fix the skimmer (THIS IS ALL DOCUMENTED VIA EMAIL) and told us that he would post negative reviews, etc. Unfortunately we could not get anyone out there within his demanded time frame and he has now attacked me and RCP all over the internet with his distorted version. We did send someone there originally when the skimmer leak was 1st noticed and it was repaired and then we sent someone a 2nd time and he told us a *** pipe was cracked..so the question is, how does a brand new *** pipe that has held pressure for 6 plus months just crack all by itself? The answer is, it doesn't. When we were scheduling to do Mr. ******** decking, he once again did not want to wait for our deck installation crew so he chose to use somebody that he knew, and when that company went out there and did the deck grading and the deck compaction work, they more than likely are are the ones that probably broke the *** pipe for the skimmer, which again had been holding pressure for over six months. So, now after he has threatened us, lied, omitted facts pertaining / related to this issue, apparently he wants us to go out there again. The original crew who looked at & worked on the skimmer does not want to go back there because they said all ****************** does is make negative & disparaging comments, which is why we had to find brand new people, which is a difficult task nowadays with the labor shortages. Again, it pains us to have a customer so ***et, and then having to go back and forth like this on the internet is terrible, but we cannot sit back & allow someone to say whatever they want, especially when it is just not true. We all know that there are two sides to every story & unfortunately this puts RCP in a bad position, but we will reach out to ****************** via phone today, 2/28/24, in an effort to try & resolve this once again. 

   

  Regretfully,

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

  President / Owner of RCP

  Customer response

  02/28/2024

   
  Complaint: 21261433
  
  I am rejecting this response because:

  They still have not fixed the skimmer that has never worked for a single day since the pool had water in it.  They claim they will come next week (after months of waiting) and that will be great to see happen.  

  It amazes me that a business can just tell lies like this with no regard for the truth.  Here are the facts.

  - The skimmer leaked from the very first first time we filled the pool with water 

  - RCP sent someone and said they fixed it but they left plugs in the skimmer line and did not turn the skimmer on

  - The skimmer has never been turned on or unplugged since that day because i simply dont know how to do that

  - So we have never had a non-leaking skimmer - ever since the pool was installed

  As for the other lies in here, you can speak to any person I have ever dealt with.  I never raise my voice, ever.  My next door neighbor also did a pool with RCP and has had a nightmare of time as well.  She is as exasperated with them as i am but *********************** will just say she is crazy too and everyone is at fault but him.  Somehow I was able to do a large addition to our house with dozens of contractors and I had great relationships with all of them and recommended them in online reviews.  

  I am sorry **** and RCP dont like that I wrote an honest review of their very poor service online but I felt other consumers should be warned about this company that has not lived up to its word.  

  My complaint here is limited to the skimmer as I just want it fixed, which I am owed under our contract.  My many other concerns with the quality of their work were not addressed here as we chose to just accept it an move on out of frustration.  

  If they actually fix the skimmer this time (which they claimed to have done before but left it plugged up and turned off) than i will close this complaint. 
  
  Sincerely,
  
  *************************

  Customer response

  04/05/2024

  I want to update this complaint as resolved.  Right Choice Pools has fixed the leaking skimmer line and everything is working as it should.  Please note in the file that RCP did complete the repair.  Thank you.  

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its going on 3 years since I purchased my pool they continue to make excuses of Covid and weather as to why they cant work on my pool they said I would have a project manager and there has never been one here only to collect money Im being held hostage having to wait for them to show up if you call them you get the same generic answer that they are continuously working hard to catch up sometimes months go by and no one shows up no to mention they hop up the price .damage property,also I received a call from them one evening at ****pm that my check bounced and I needed to make right on that . Yet it was another person that they confused me with. That was also of Latin decent please understand after almost 3years and no pool and yard in shambles its just too much to deal with *** invested so much money into this that I cant afford a lawyer to help me. Whenever I get to speak with them they give you the same generic answers they are working countless hours yet its almost impossible to get them to work on my project. I thought it would be an exciting experience it has been the opposite living a 3 year nightmare. We thought that since this business is listed with the better business bureau it was legit .

  

  Business response

  01/29/2024

  First,we respectfully apologize for any delays for this and/or any other RCP pool project.
  
  Second,we have kept constant communication with Mr. ***** *******************, letting them know exactly anything and everything that has been going on with regards to their custom pool project, especially pertaining to any delays.
  
  Also,personally I have spoken to ****************** multiple times on the phone, and he has even made visits to our office to check in and we are here to go over the production board with him and talk to him about any concerns he has had.
  
  Unfortunately,Mr. ***** ******************* review is not exactly accurate and honestly it only hurts, slows down and affects both RCPs cause and our efforts to move forward - for example just having to answer this review takes us hours, when we could be putting that time ***** effort into being more productive and scheduling crews, updating customers, scheduling inspections, etc.
  
  Unfortunately,there have been many delays mostly due to and related to the ***** pandemic as well as the decisions made by the current *************************** such as major increases in fuel prices, which in the construction industry has caused both delays with the availability and pricing of materials, as well as has affected delays with deliveries (supply chain). 
  
  There have also been major labor shortages not just with RCP or in the swimming pool industry but all over the country and in most industries.
  
  On January 1st, ****, Governor ******** made it 100% illegal for any company to hire anybody thats not legal in this country and if they do their business will be shut down and closed, and when he did that about a few hundred thousand workers in ******* left the state!!
  
  Additionally,South ******** 2023 rainfall exceeded the previous 54 years of recording rain by over 60 inches - that is 5 additional feet of rain over the record in 2023.
  
  So, of course between the issues we are having with labor shortages in ******* and that kind of rain and weather delays, this has had an impact on the schedules of small family businesses!
  
  Our goal is to always try to finish every pool project as quickly as possible. We actually have a draw schedule that is based solely on production, so RCP wants to hit those plateaus as quickly as possible not only for the customers sake,but this is how RCP earns our living - so there is no reason for RCP to delay any project.
  
  To reply to ******** claim that we confused them with another customer of Latin descent about a bounced check, that is simply untrue. We collected a check from them at the same time we had received the bounced check notification, and our inquiry to them about it was due to the fact that they had not only previously bounced a check to us before, but they have also shorted their payments to us in the past as well. When this happens, which we do understand things like this happen sometimes, we do notate a customers file, which is standard practice for any company who collects money from customers through a project like this.
  
  In response to their claim that was give generic answers, what we tell our customers regarding updates and delays are simply the facts and we do not know another way to say it other than to say it flat out. We do not lie or try to beat around the ****, we are very transparent with our customers, and we understand that sometimes they do not like the answers, but we will always be truthful with them.
  
  We are sorry Mr. ***** ******************* are upset but again unfortunately these are the facts, not excuses. RCP is not quitting, and we have not and will not abandon any projects. We are working six and sometimes seven days a week and 12 to 16 hours a day to try to manage all of this and complete all of our Pool Projects as quickly as possible.
  
  Sincerely, 
  *****************************
  Owner / President of RCP

• Initial Complaint

  06/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Promised to build a pool within one year, written on the contract, been a year and a half project never started and have no timetable to finish, requested cancellation they refused to refund *********** for jobs they never did, digging and future upgrades. Around 20 000$ .I work day and night to earn this money, and **** the owner of right choice pools tells me he wont refund me a ***** and all type of disgusting words and low profile language.

  

  Business response

  07/14/2023

  

  Good Afternoon,
  

  
  

  As per our conversation earlier, please see our below response and attachment for the above referenced complaint:

  
  

  
  

  We are sorry that ****************** is upset, but RCP has done everything to move this project forward.

  ****************** signed his contract with us on February 1^ST, 2022 and did not get us the proper documentation (property deed or tax roll reflecting him as the owner of the property) until **** 13^TH 2022, delaying the process for 5 months. We legally could not even start his permitting process until we had that proof of ownership. We did as much as we could in the meantime to make progress on his job such as the engineering, preliminary plans, design appointment,  and preparation of permit applications, etc.

   

  Once ****************** finally got his proof of ownership, we were able to move forward but now having to wait for him to make the decision whether he wanted to do a piling pool or a demuck (one or the other was required as per the soil report, that was required by the *****************************). ****************** went back & forth deciding on that from **** 29^TH until July 26^TH, and he did not pay the required deposit for the demuck until August 8^TH, 2022, which added approximately another 2 months of delays to the timeline caused by *******************

   

  Once all plans were reviewed, approved, sealed & signed by customer & engineering, everything was now able to be submitted to the ***************************** on October 6^TH, 2022 (Over 8 months after signing the contract due to ****************** & NOT RCP) and it was in review with the ***************** until they finally approved the permit on May 11^TH, 2023. RCP unfortunately does not have any control over the ******************** RCP also sent ****************** approximately 15 updates via email & text messages during the months that his permit was with the city to keep him in the loop and let him know the comments and other documents the ******************* was requiring as the permit moved through the proper disciplines.

   

  On May 11^TH we informed ****************** of his permit approval and on May 17^TH we emailed ****************** and gave him the tentative/weather permitting start date for his pool construction, which was set for **** 9^TH. We called Locates (811), & within 2 weeks had the property marked/cleared to begin excavation.

   

  We did encounter some weather delays and began the project dig/excavation on **** 14^TH, 2023, only (5) days later than the original dig date of **** 9^TH, 2023.

   

  We have a detailed & agreed to timeline that was approved by ****************** (See Attached).

   

  Unfortunately, we hit a sight unseen underground pipe during the dig/excavation. ****************** wanted us to fix this pipe at no charge & when we explained our sight unseen clause, he wanted to fire us. It is all documented via text (See Attached).

   

  Then ****************** asked for an exact completion date & that is not possible at the start of a custom pool project & we asked ****************** to please refer to his accepted timeline & contract.

   

  ****************** then got even more upset & again demanded a completion date. We apologized and once again said we cannot provide an exact day & ****************** told us we were fired & wanted all of his money back, which we simply cannot do as we have hard costs & expenses too.

   

  These are the facts & all events and dates are very well documented.

   

  We wish ****************** would have just calmly discussed all of this with us & followed the terms of his signed & agreed to contract, etc. instead of attacking & threatening us and then filing this untrue review on the BBB and other social media platforms.

   

  RCP is willing to put all of this behind us & move forward with Mr. ******** custom pool project.

   

  We have tried reaching out & have gotten no response.

  ***********************	Jul 13, 2023, 5:06 PM (15 hours ago)
  to me

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom it may concern: My husband ***************************** and I *************************** decided to hire Right Choice Pools **** in September 5th 2021. Since, this date (09/05/21) I have paid for a deposit, permits and color selection. The total amount of $7,413.00 this company has not picked up any permits since then. I have went to the ***************** and they specifically stated their "Certificate of ******************** Policy Number SIZGL1049A241761 has not been updated and is expired. Therefore, Right choice Pools **** will not be able to complete this process of building my pool. After, we found out we decided to reach out asking for a full refund due to the fact that they will not be able to complete this project. We have received 0 updates and noticed this company has had a few law suits. My husband and I work everyday 9-5 which we took a loan out for these payments sent. We are continuously paying interest on the loan which is putting us in a hole. We paid for a down payment and various permits in advance that have not been picked up by the company. Due to the fact that the city has not received updated liability insurance. Our contract specifically states day 75 is the day of the dig. Here we are over a year later with no progress and a total amount of $7,413.00 stolen from my family. Please help me and my family to fight for our hard earned money which has been stolen from us by Right Choice ******** I appreciate the time and help in advance! Thank you!

  

  Business response

  12/01/2022

  Regarding Complaint #******** - *******
  Mrs. ******** permit was just approved on 10/20/2022! The City of ***************************** required additional documents and items such as load calculations,issues regarding septic tank and drain field, etc. The building department also required a new soil report and a new survey before they would even allow us to submit the permitting package and pool plans. In Mrs. ******** own words via text message (see attached) she admitted to us how difficult the city of Hollywood is because she had a prior problem getting her hurricane shutters approved twice. We sent the customer a letter congratulating the fact that we finally got permit approval on 10/20/2022 and on 11/8/2022 ******************* responded in an email stating that she now wants to cancel the project. ****************** text messaged us on 11/30/2022 stating According to your last email you stated you could not complete the pool due to numerous reasons. This is not accurate, our congratulatory email clearly stated Please know that your pool will be 100% completed. We are baffled as to how ******************* can misunderstand that. Today, on 12/1/2022, ******************* is now text messaging us asking what is the status of her project and how are we moving forward. It is very confusing when a customer is on one day, off the next, on the next day and then off again.
  Furthermore, in regards to her comments about our insurance not being up to date, our insurance has always been current and active. As soon as we were made aware that the ***************** did not have the updated certificates, we immediately sent that pertinent information to the city as well as to *******************.
  In reference to her stating that day 75 will be her dig date, she again misread the document which states that when the day of the dig begins, we then have an approximate timeframe of 75 business days for completion, notwithstanding any delays that can and do occur. Such delays are all listed for her in that very same document which she initialed and agreed to.
  
  We have done and received engineered plans, submitted & received an approved permit from the ***************** and have over 100 emails and text messages with ******************* since she has signed her contract with us as well as approximately 50 phone calls.
  Their complaint is totally inaccurate and frivolous and we are 100% ready, wiling & able to build their swimming pool. We were only days out from giving them a weather permitting excavation date, before receiving her request to cancel and this BBB Complaint.
  Based on all of these above facts, they have no real cause for cancellation and RCP maintains that they are bound to their contract with RCP.
  Our goal is always to work with our customers and complete all of our custom pools, but we need the cooperation of the customer to be able to do so.
  Thank you for your time & attention to detail in this matter.
  Please contact me with any efforts in the hope of resolving this situation!

*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. ↩