ComplaintsforHallmark Pool & Spa World

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is horrible everything on this project has been wrong and everytime they just ignore us and continue with doing other things. The drawing was wrong and the sales man put the wrong information in when the owners were told by salesmen they didn't correct anything they just showed up while we were not home and dug the hole. They then had a bulldozer break down in our back yard that was there for over a month we did not receive any compensation for housing their equipment. Then the work that they have done is shotty and bad. The original concrete which we have a contract and paid extra money for was supposed to be removed they never removed they just added around it and the drain line has a back slope and the cement has been fully cracked . Karen the secretary and owners wife is the rudest person and has a bad attitude they refuse to do anything and continue to lie in person and email and have not reimbursed us for any of their fuck ups and just tell us to bad keep saying the contract this but don't acknowledge the contract for slab removal that NEVER happened I want the damages fixed and I want my money back I paid 60k for something I didn't want that looks like trash ifs unacceptable and they say they did work for disney and universal and they stand behind their customers what a bunch of lies I have emails and text messages from salesman and Karen rc and Ryan yet no compensation and everything is wrong

  

  Business response

  02/05/2023

  Below is a copy of Mr. *******'s recent email.    Mr. *******, has been very good to work with throughout the process of building their swimming pool.  Sadly, his wife seems to have issues, since she demanded early in the process that we NOT COMMUNICATE WITH HER, but instead with her husband, which we did our best to do.  It is obvious many of her complaints were based on her lack of knowledge regarding swimming pool construction and the order in which we must complete tasks to build a pool.  A perfect example occurred at the beginning when she demanded we immediately dig her pool prior to the layout and sod scrape.  Sod mixed in with fill dirt hinders the ability to dispose of the dirt siince it is not "clean" fill with sod mixed in.  Our office attempted to explain but her volatility prevented communication. It is our opinion this complaint is an example of that "volatility".  

  The pictures that were uploaded depict her pool WHILE UNDER CONSTRUCTION, nothing more or less.  I would strongly suggest she read her warranty which is included as a part of her construction agreement which explains what we will be responsible for as well as what we will not be responsible for.  If shee has any questions she can have her husband contact us.

  Please read the following:

  From: ******* ******* ***********************
  Sent: Friday, January 20, 2023 12:53 PM
  To: ***** **************** ************************
  Subject: Re: FW: Pool Deck
  
  I'll have the alarm set and ready. I'm sorry were coming off as a couple of assholes. I do appreciate everyones effort. I think we put our expectations very high based off the price of everything and maybe not everything met that but we are pleased with the pool. And just know anyone that came out here and talked to me was very professional and respectful. Never went through a pool installation before so forgive our impatiences and short tempers.
  
  Please advised process of sending water testing reports to keep warranty?
  
  On Fri, Jan 20, 2023, 12:38 PM ***** **************** ************************ wrote:
  Good morning,
  
  We were not able to schedule the final inspection for today however, it is scheduled for Monday.  Please follow our previous instructions.
  
  Our texture paint crew completed the final coat of paint on your deck yesterday.  While he was there :
  
  On the hairline crack he applied acrylic paintable caulking  and applied extra coat of paint.*
  Repair area also had  2 coats of paint.
  
  From the photos we saw of  your deck it looks  looks good.  The construction process is always somewhat messy and until the final phase is completed it is difficult to envision  the final product.  We hope our efforts meet your expectations.
  
  Best Regards,
  Karen P. C*****
  Karen P. C****** ** **
  Lic **********     ***********
  

   

  BELOW IS THE MESSAGE FROM MRS.  ******* INSTRUCTING US TO COMMUNICATE WITH HER HUSBAND GOING FORWARD:

  Please send correspondences to my husband I don't want to be involved any further as I'm not happy 
  Sent from ***** **** ** *******
  
  On Fri, Aug 12, 2022 at 10:26 AM, karen ****************
  ************************ wrote:
  
  Good Morning,
  
  Attached is the invoice for the excavation phase of construction.  The amount due is $16203.42.  Please remit at your earliest convenience.
  
  You are scheduled for an inspection with the Osceola County Building Department  on Monday.  The Gunite will be scheduled after the inspection approval.
  
  If you have any questions let us know.
  
  Thank you!

   

  BELOW IS ANOTHER EMAIL IN WHICH IT IS OBVIOUS SHE DOES NOT UNDERSTAND THE PROCESS, NOR THE CODES BY WHICH A POOL MUST BE BUILT AND IN WHICH SHE WAS VERY INSULTING AND CONDESCENDING.

  From Subject Received Size Categories
  ******** ******* Very unhappy 8/6/2022 94 KB

  Good morning,
  
  I believe I just recently got off the phone with Karen where I asked her please get Ryan and his father involved in my pool build as it has gotten to the point where I am going to lose it and start flipping out . When we met with **** he was a nice guy who portrayed he knew what he was doing and spoke about how long he was with the company and 25 years and how Ryan is so involved blah blah he came to our home and we went over the measurements and and where we wanted everything at first we were going to do the lanai but he said it would be cheaper to go directly through another company great so we decided no lanai no footers then he said we needed to do the footers it would be cheaper so we added those in. We told him we were deffinetly having you guys do the cement as I was not flying out my husband's family to do it we had a very lengthy conversation about how my husband's family owns several businesses and one of them being concrete so we know what goes into that we showed him where the pump and everything would go. Now when he drew up our pool everything was wrong like he just did someone else's information. While we were there he had to redo and reprint and redrawn everything like 6 times. That should have been my red flag to look into other companies but he kept saying if something isn't right Ryan and Rc are amazing to their customers. I had a huge issue with submitting to my HOA which **** said he would help with and then basically said Karen said what u have is all were giving you deal with it yourself ! Luckily the guy in my HOA approved it just because it had been pending for 6 months and they ate required to approve by 30. I get an email that they ate going to start the process next week which turns into in another week and another and the back and fourth. I GET that things happen in tge work field but communication is what keeps a good relationship if you say your coming and your crew gets injured send a text a call or an email so I'm not expecting things done. Now they come out to do the strip sod I'm like why is he taking everything over there and not where we said. Contacts **** and yet again were finding out that he has apparently everything wrong again saying he isn't removing the concrete and Michael has to now get involved because my military ptsd is being triggered and I'm seeing red. Michael meets with **** and is told he has to give him 800 dollars .thinking it's a payment towards the price he does so we can keep everything moving smoothly but low and behold we are being upcharged for ****'s mistakes. **** texts Michael that he owes us money and then today texts me saying I need to sign and pay you guys even more money for his mistakes and find out this guy is so dumb that he decided to pull the concrete all the way to my heat pump and put the pool equipment on top of it ... we spoke about having the concrete drawn out to my window  and that the pool was to go farther back yet he went all ghe way past my house Obviously he cannot comprehend the differences and keeps mixing up his clients. My yardshave been destroyed and every thing is wrong and he keeps trying to upcharge us for his mistakes if he under bid the project that's not my problem and I need Ryan or Rc at my house so you can see everything and figure out how ro go from there because this has been a nightmare 

   

  As can be seen the dichotomy is quite apparent.  To paraphrase a PT Barnum saying...one can please some of the people some of the time, one cannot please all of the people all of the time.  We have done our best to live up to the letter and spirit of our agreement with the ******* family.  The pool is built dimensionally where we agreed including the change orders.  

   

  Customer response

  02/08/2023

  
  Complaint* ********
  
  I am rejecting this response because: Karen is a Huge disrespectful Lier. The pictures were not taken while under construction . Please provide where I demanded that u dig as I have text messages with Jon your salesman saying he did everything wrong and Ryan was supposed to come move the pool. YOU KEEP SAYING CONTRACT YET IN THE CONTRACT U DID NOT REMOVE THE SLAB THE CONTRACT STATES SLAB REMOVAL WHICH I CAN PROVIDE THE 800 DOLLAR RECEIPT ! ALSO U STATED AND MADE SURE SARA told us that u would do nothing unless it was 1/8 yet my contract is highlighted 1/4 . The slab is completely still there and the cement is completely finished and looks like trash we own a concreting company yet wants to say I don't know how it works when I said there was an issue it should have been fixed right then not continue with work and only do something when your EMPLOYEE CHRIS IS FLABERGASTED by your customer service even your employees state in text to not mention karen bc she will cause a problem if she doesn't like you so that is BAD CUSTOMER SERVICE  WE WERE SUPPOSE TO GET CREDIT AND NEVER DID PAID EXTRA MONEY FOR SLAB REMOVAL YET STILL THERE. THIS COMPANY IS A SCAM HUNGRY FOR MONEY . THEY had a bull dozer in my backyard for a month I should be reimbursed for their storage fees we were told one day and they do not communicate with each other or their customers I told karen don't talk to me because she's nasty and treats paying customers like garbage she was so disgusting that my husband got to the point where he couldnt stand talking to we had to get Ryans phone number because RC wont do whats right for his customers when it effects his home life. This company does nothing and don't stand behind their work I will go on every social media website and negatively rate them with all the emails all the contracts and all the nastiness this family owned business unless they GIVE ME MY 800 BACK THAT IS A BREACH OF CONTRACT ! 
  
  Sincerely,
  
  ******** *******

  

  Business response

  05/01/2023

  Below is a copy of the last email we had from Mr. *******.  I personally contacted him after seeing Mrs. *******'s response and was assured that all was good.  We will continue as we have done for the last 40 plus years to handle all legitimate issues according to the terms of our construction agreement and warranty documents and policy.

  From: ******* ******* ***********************
  Sent: Friday, January 20, 2023 12:53 PM
  To: karen h*************** ************************
  Subject: Re: FW: Pool Deck
  
  I'll have the alarm set and ready. I'm sorry were coming off as a couple of assholes. I do appreciate everyones effort. I think we put our expectations very high based off the price of everything and maybe not everything met that but we are pleased with the pool. And just know anyone that came out here and talked to me was very professional and respectful. Never went through a pool installation before so forgive our impatiences and short tempers.
  
  Please advised process of sending water testing reports to keep warranty?

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The pool company took our deposit and pool not delivered at a reasonable time. Contract signed 4/26/2021 and it is now 3/8/2022 and pool has not been started. Pool company extended permit without notifying me or else, I would of fired them at that time. Bullied and assaulted by owner that goes by the name R.C. I just want my full deposit of $6448.11 returned. This company should not be in the BBB if they assault Disabled Combat veterans like myself.

  

  Business response

  04/05/2022

  Business Response /* (1000, 5, 2022/03/22) */ Carlos *** was informed at the time of sale starts were running 6 to 9 months from date of permit. We applied for his permit, received it, and due to backlog of work renewed it in order to start his job as soon as possible. In late February we went did his presite to start the pool and he had not prepared the job site by having his air conditioner moved even though he had months to prepare. His failure to properly prepare, delayed his start further and he became verbally abusive to several member of our staff including myself over the phone demanding his deposit to be refunded. Contractually we had the right to demand 30% of the contract price in order for Mr. *** to cancel the contract. Wishing to be fair to Mr. *** and Hallmark, we allowed him to sign a release and cancel the contract by paying us the actual costs we incurred for design and engineering services, permitting fees, and office processing time, and refunded the difference to him. In spite of this saving him tens of thousands of dollars, he became abusive and vulgar to our staff in our office in front of multiple witnesses and was invited to leave. No threats were made of any sort, other than the request for him to vacate our property. His check was mailed to him promptly upon receipt of the signed contract termination agreement. We understand the frustrations customers are having with Covid related issues causing long delays in everything from electronics to automobiles. All construction trades are experiencing similar issues including the Swimming Pool Industry which is carrying over to our own business. We believe the settlement of a valid contract to be fair and equitable. As far as Hallmark is concerned the matter is concluded and we wish Mr. *** well in his future business relationships.

*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. ↩