ComplaintsforExquisite Pool and Spa

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Exquisite installed a pool, 30x12 covered patio with elite roof panels and screen caged the area. I have absolutely no complaints on the pool. I pointed out a blemish on one part of the screen enclosure and never had that addressed by Dave. The one elite panel is a very noticable difference in texture and color and stands out like a sore thumb. The biggest issue is, they put up a roof that leaks. I have reported this many times over the last 6 months. They came out numerous times and kept putting sealant on it. Then they tried to blame my roof and shingles. I provided video proof of running hose in the gutter, showing the water was not touching my roof and the gutter was leaking. They came out and put more sealant on. It fixed the one side of the gutter leak. It did not fix the other side. I have reported it twice to the project manager Dave. He stopped responding to me. I have called the office two or three times and I spoke to yet one other person. I filed a warranty claim with the office admin over 2 months ago. I have not been contacted. They are ignoring me because they don't want to invest the time or money in redoing the roof they put up. This is completely unacceptable as my roof is leaking every time it rains. I have tried to contact them directly to resolve all 3 issues and nobody will address it. I did not want to file this report with BBB I wanted to have the right thing done and have them fix the issue for the job I paid for. My next step will be court. This is my last effort before going that route.

  

  Business response

  06/09/2023

  We have reached out to the customer and made arrangements to rectify the situation accordingly.

  Customer response

  06/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me as long as they hold up their end of the agreement. If they do not, I will re-open the case.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were directed to Exquisite Pool & Spa by our builder. We started the process of designing our pool in February of 2021. Over the next few months Exquisite Pools raised the price of our pool estimate 6 times and informed us that we needed to sign a contract to "lock in" the price. On August 5, 2021 we finalized our contract with Exquisite Pool & Spa to build our pool. We agreed on a price that we were informed would not go up. Our deposit check in the amount of $8,565.40 was cashed by the company. We were told to notify them when the house was started so they could pull permits for the pool. In February 2022 I notified Butch E**** that the house was started. Butch called me and informed me that the owner of Exquisite Pools, Casey Watson, had directed him to tell me that they would no longer honor their contract with me and if I wanted to have a pool built I needed to pay them $16,000 over the contract price. In an effort to mitigate our losses we offered to pay an additional $10,000 and even offered to have our pool made smaller. Casey refused and thus far has kept our deposit and not made any effort to build our pool. Today 7/8/22 Butch E**** informed me that they would not build our pool at all.

  

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/07/21) */ As of today's date 7/20/22 there is still not a slab poured at the new home site where the pool is to be built. So we are unable to start pool construction. However we are in contact with the customer and will move forward amicably with the pool construction when the site is ready. Consumer Response /* (3000, 7, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Exquisite Pools is a preferred pool builder for Seagate Luxury Homes. I have had a contract with Casey, the owner of Exquisite Pools, to build my pool since last August of 2021. The issue I am having is that when it came time to pull the permit for my pool in February 2022 Casey refused to honor the signed contract. He has since raised the price of the pool 2 more times. At the advice of a respected attorney, I have agreed to pay Casey more than our contract is for in an attempt to mitigate my losses. I am also getting a smaller pool for more money. So far Casey and Butch have not put anything in writing. The truth is that on two separate occasions since they backed out of our contract, Butch and Casey have stated that they would send me a revised contract but have not done so. We are scheduled to meet next week on August 3rd to write a new contract for this more expensive smaller pool. If everything is as Casey says it will be then I will accept my loss and at least move forward. But at this time nothing has been resolved in writing, no permits have been pulled, and they still have my deposit of nearly $9,000.00. Business Response /* (4000, 12, 2022/09/02) */ Based on progress of the new home construction we are about 3 or more months way from starting new pool construction. But we are in the process of gathering final paperwork and a correct survey to start the permit process. We have been in communication with the homeowner regarding this.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Exquisite Pool and Spa "completed" our pool installation on Aug 4, 2021. On Sept 16, 2021 we noticed aggregate missing on the pool surface. Exquisite was notified immediately. It took them over a month (until 10/27/21) to fix the issues. The patch was the same material as the original pool surface, however, it showed that the the entire pool surface had faded and the color was completely washed out from what was installed just a few months prior. On Nov 2, 2021, Casey W***** the owner of Exquisite Pool and Spa was emailed about the problem and warranty issue. Casey W***** has ignored the issue, given me the run around when he has responded, has not come out to see the issue himself or kept appointments he sets. Four months have no elapsed and I am no closer to a resolution on this than I was on Nov 2, 2021. This is not the pool company for you.

  

  Business response

  05/27/2022

  Business Response /* (1000, 8, 2022/03/30) */ We have been working with the plaster company and the manufacturer of the product to resolve the issue. The manufacturer has sent a rep to the job site to meet with the homeowner. We are waiting for the report from the manufacturer concerning their findings. Consumer Response /* (3000, 10, 2022/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Exquisite Pool and Spa has been aware of this issue since Oct and its is now 7 monthly later and they are no closer to resolving the issue and no action has been taken to fix my pool surface. They initially sent a subcontractor out who did not do the pool surface and it took from Oct to March 10th to get the manufacturer out to check the issue. Another month has now past waiting for the manufacturer report and still no action has been taken. Business Response /* (4000, 15, 2022/05/04) */ On 3/10/22 Wet Edge Technologies (manufacturer of the product) inspected the pool. On 3/28/22 they emailed a 6 page inspection report with their findings. The conclusion in the report states that the pool plaster discoloration was not due to the subcontractor's installation process (All Phase Pool Remodeling) nor the Wet Edge product. After testing the water they concluded that the discoloration was due to improper water chemistry. We have reached out to the homeowner with these findings and sent them the report to review. We have not heard back from them at this time.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We want warranty repairs made to our pool that Exqusite installed 4/21. Paver grout around the pool has fallen out and some pavers on the pool deck have come loose. We've sent pictures and made multiple calls to Exquisite requesting repairs. They initially promised to make the repairs. We've been contacting them for about two months. They Have not made the repairs and our calls are not being returned.

  

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/10) */ We were aware of repairs needed and had been in communication with the customer concerning repairs. We had even spoke to the customer regarding repairs the day before they filed a complaint. Unfortunately,it did take longer then we had hoped to finish the repairs because materials and labor are hard to come by in this current time period. As of 12/8/21 the repairs have been completed.

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original cost $43,000 completion May 2016 Misrepresentation and Warranty Work on Pool, Paver, and Screen Installation , made many calls and every time I called they say I'm on the schedule also a lawyer sent them a letter and they did not respond ​1.​Failure to install footers under support posts in accordance with approved​ plans has resulted in a multi-inch sinking and leaning of the screen enclosure. ​On multiple occasions, we have made requests to correct multiple issues with respect to the Work performed on the Property. The issues include and are not limited to the following: ​2.​Improper ground preparation and installation of the pavers has resulted in the pavers sinking in multiple locations. Created a very bad tripping hazard ​3.​Temporary installation of wrong color pavers during initial warranty work ​has never been corrected with substitution of correct color pavers. ​4.​Fading paint on coping never corrected. Many calls have been made since 2016 and nothing

  

  Business response

  09/02/2021

  Business Response /* (1000, 8, 2021/09/02) */ This pool is over 5 years old and has been out of warranty for some time now . We have received information from their lawyer and have forwarded it to our lawyer so we can look into the alleged issues and come to an agreement on moving forward. We have a planned site visit on the week of Sept. 6th to investigate issues as well. Consumer Response /* (3000, 10, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Exquisite pools did inspection on 9-7-21 they said they will replace the mismatched pavers & repair sunken pavers in multiple locations & install footers under posts that were never installed. Note that these items were complained about while pool was under warranty ,also I've been on the schedule for years to get this done , so now I'm waiting to get this work done , they have to order the pavers.I will let you know how it goes. Business Response /* (4000, 14, 2021/10/21) */ We are currently waiting on paver materials. The materials are scheduled to be in next week. Once we receive them we will start the repair. We have been in contact with the homeowner concerning this.

*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. ↩