ComplaintsforFlagstone Pools & Pavers Inc.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flagstone remodeled our pool. The salt converter they installed Im has not worked for over 6 months. They know about it. I have spoken to ***** the owner multiple times. Now hes avoiding calls and texts. We had issues with them while they were here working so since they are not owed any more money, its not surprising they are offering zero help.

  Business response

  12/09/2022

  This response was taken verbally by BBB:

   

  We have been in touch with our customer along with ************************* the ******* Pentair representative who has informed him that they are waiting on parts due to manufacturing delay. ******************** advised he will stay in touch as things progress in order to resolve the concerns.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/22/21 we signed a contract with Flagstone Pools for a new pool/spa build. We decided to sign with Flagstone, even though they were $30,000 more than the other company because they said they were going to be able to complete the project quicker. At signing, we were given a 3 month turn around time for the project to be complete (because "they have their own equipment.") After a multitude of reasons/excuses and setbacks, we were finally swimming a year later. (I understand that projects do not always go as planned, but we are far from the 3 month turn around that we were told.) A final check was paid the week of 3/8/22 and on 3/15/22 the pool build was finished. We are still waiting on a screen repair, paver repair, and final inspection. All of these were acknowledged by Flagstone via text message that they needed to be fixed/completed. After multiple attempts (text messages on- 5/13/22, 6/8/22, 6/9/22, 6/22/22, 6/24/22, 6/27/22) on 6/28/22, the owner Scott came out to look at these problems and told me I would hear back by the nights end with information on how and when the issues could be corrected. As of 7/11/22, I have received no communication as far as when these will be completed. Kim, the office staff, has stopped answering/returning my phone calls and text messages. I have reached out multiple times with either no response, or no follow through on what was said was going to be done. Throughout the entire project there has been a complete lack of communication, follow through, and accountability on Flagstone's behalf. I have had to reach out each and every time to get updates on my project, see when work was going to be completed, push for the project to get worked on, etc. At this point, we are requesting that our pool project be completed correctly and that we be compensated the $30,000 that we overpaid for the project to be completed by a reputable company, in a timely manner.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/07/21) */ This pool has been fully completed as per the contract this was a 20'x30' pool with a large spa / heater and full automation with upgraded interior and oversized screen enclosure with an elite roof. This project was priced more than fairly at $121,000.00. At no time would we ever say a project of this size would be completed in this time frame especially at that time since it was the height of material shortages and delays with Pasco county permitting. Due to extreme water issues and last summers extreme rainfall. the dig was delayed on this site until October. Pool dig, plumbing, electrical and footers were completed by December 6th and ready for screen enclosure. Due to material shortages all enclosure companies were months backed up and hence the delay in completion. As a builder we are not in control of material shortages and delays..we always try our best to be ahead of these situations and purchase far in advance but due to the lack of materials in the aluminum industry this was completely out of our control. We cannot finish a pool or proceed with interior installation without the Child safety inspection and that could not happen until the screen enclosure installation. As a company that strives to do the right thing and complete projects as timely as possible this was a challenge we could not overcome due to a statewide shortage at the time in the Aluminum industry. The Screen Enclosure company has met with the homeowner many times and has addressed any issues with the homeowner directly and making the required changes required by Pasco county for the changes requested by the client. We are waiting on the screen enclosure final to be completed to be able to do our Pool Final. We had multiple visits with the homeowner to go over operation of their equipment and pool school. We have asked the client to hire a pool maintenance company to maintain their pool due to its size and difficulty/ challenges the client is having maintaining it which is a common occurrence amongst new pool owners. The remaining issues that the client is referencing are maintenance issue, water settling at screen bottom plate is a normal occurrence and the client is not open to installing screen enclosure bottom plate drains which is standard in the enclosure industry. We have been in close contact with this client via, multiple, emails, texts and phone calls. We had to cancel multiple inspections due to the client not being available for us to have access for the inspector. We are always able to work around the clients schedule and have held off the last 2 inspections for the clients convenience until we have the screen enclosure final completed so we only need to inconvenience them one last time. We have built this project and completed the build the last remaining issues are maintenance issues. We are pool builders and not a pool maintenance company, we are always available for questions or concerns and do our best to walk clients through the process. From Start of construction to completion was 6 months which is considered quick as this time for the industry since all the Covid related issues have started. The client has been swimming since early march and enjoying their pool through these last remaining issues with Pasco county and the screen enclosure company. We hope to work through this as soon as possible with the enclosure company and Pasco county to resolve this for our client. Consumer Response /* (3000, 11, 2022/08/11) */ ***Document Attached*** Complaint has not been handled. Kim contacted home owner on 7/22/22 about changes that were submitted to the county. We are unsure what those changes are and have heard nothing further. Pavers are still puddling water, the pool company mentioned sending a quote for me to pay to fix it, when the job wasn't completed correctly in the first place, and this was acknowledged by the company owner Scott. Also, there has been no final inspection. There has been no progress since filing the complaint.

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