ComplaintsforThe Pool Specialist

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired The Pool Specialist and CEO Mr. *********** to renovate my pool and all work was warranty for 1 year as per the contract but after 8 months of completion of the work the pool was loosing water at a fast rate so I notified Mr. **** and requested the pool be repaired but Mr. **** refused to honored the warranty stating "get someone else to repair it I'm not sending anyone out"I then hired *****'s Leak Detection who charged me $475.00 to repair the leak I notified Mr. **** about the charges and reimbursement but refused to pay I'm requesting a full reimbursement of $475.00 from Mr. **** and The Pool Specialist due to the fact I had to pay another company money for work that was warranty by Mr. **** and his company.

  

  Business response

  03/11/2024

  Dear ****,

  We completed your pool renovation back in March of 2022 with no leaks present at the time of completion. Our 1 year workmanship warranty covers the actual work we have completed and not system leaks that can occur with-in this 1 year period. This is written in the services agreement you read and signed.
  We have also not received a copy of the leak report to consider a reimbursement and respectfully deny your claim.

  Sincerely,

  The Pool Specialist

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contracted with the Pool Specialist in October 2023 to install a new electric pool heater on my pool. During the installation the job was not preformed properly which led to a massive power outage and distribution to my guests that were staying at the house. After discussing these issues with ********************* I was promised a $150 refund. To date I have not received my refund and they have still not installed the wifi antenna which I paid $250 to have completed. I have sent numerous emails and phone calls with no response from the business since January 5th ****.

  

  Business response

  02/08/2024

  Dear ****, your refund is in que and will be processed soon, as for the power outage or distribution to your guest has nothing to do with our installation of your pool heat pump it was in functioning order with just the mounting of the Wi-Fi bracket to your wall pending which we went out (2) additional times to mount for you but the bracket had been removed or misplaced by your guest and as a courtesy we are giving you a refund of $150. 

  Take care,

  Management 

• Initial Complaint

  12/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Payments began September 27, 2023. To date $11,116.20 of the $12,264.80 has been paid (see attached). Work scope included retiling and resurfacing of pool, installation of Pentair salt system, replacement of marble spa waterfall spillover, drilling of holes for baby fence around pool area. Work started October. Work was estimated to take 3 weeks. Damage was done to newly stalled pavers and existing pavers, and has not been repaired. Installed salt system is not working and has not been replaced. Pool lights were installed incorrectly resulting in light falling out and rusting and damage to pool's new resurface which needs complete repair. Fence holes for baby gate have not been drilled. Promised start-up support of pool was not provided resulting in us spending money for additional pool services. See attached specifics in Complaint document.

  

  Business response

  01/23/2024

  We are in communication with the consumer and have resolved some of the pending complaints and are actively working on resolving the rest in a timely manner. 

  Customer response

  01/24/2024

   
  Complaint: ********
  I am rejecting this response because: Other than the pool gate being scheduled for Friday, January 24, 2024, we have not received an agreement or schedule of the other items being resolved. In fact, in the last email, they tried to imply that the damage around the pool permitter was not their fault when more than half of the pavers around the pool are new, and the others were not damaged. We also have photos of their contractors working with no protection of the pavers and damage is evident in the photos.These were submitted to BBB and to The Pool Specialist. All the items need to be resolved and being without a working salt system when they were the ones who installed it months ago is ridiculous. On January 11th, we informed them that the work needs to be completed within 3 weeks, February 1st, which is more than generous.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  11/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contacted The Pool Specialist to get an estimate to re-surface my pool and paint my pool deck. They provided the estimate. I had two options, one was to pay cash and the other was to finance. I explored financing with them and then told them I wanted to pay cash. I never completed filling out the paperwork for their service. I received a bill from their financing company with the first payment due 12/4/2023. This is fraudulent as I had not completed the paperwork they sent to me. I have contacted their bank and reported this as a fraudulent charge. I tried to reach the pool company first and have not been able to resolve this.

  

  Business response

  11/27/2023

  Dear *****, this complaint is historically incorrect;you were provided with the followings options to pay in accordance with our standard payment terms and schedule or to finance 18 months with no interest you chose the latter and our representative/manager ******************************* processed the application with your consent. Days later you changed your mind and requested to pay cash as you did not want to pay the one-time 5% finance charge despite your previous agreement in paying the finance charge. You were advised that we cannot cancel the transaction, but we will request to waive the finance charge and send you a check for the difference. Our representative ******************************* has been in constant communication with you to contrary you have been unresponsive to his text/calls. This was not a fraudulent transaction, nor can we help remove this from your credit report. The agreement you have not yet signed, is our services agreement and cc authorization to pay the initial deposit. You have signed and completed the finance application. Please communicate with your representative. 

  Customer response

  12/05/2023

   
  Complaint: 20894348
  
  I am rejecting this response because:

  I have received nothing but a statement from ************** for $8,758.18.  I have not been given anything from The Pool Specialist.  I called ************** and they said they cancelled the order.  Has anyone received the $8,758.18 amount because I have not, has The Pool Specialist?

  Isn't there a Florida State recission period, I also have not completed the paperwork sent to me from The Pool Specialist.  My initial contact with The Pool Specialist was on November 6, 2023, and on November 13, 2023, I told The Pool Specialist I wanted to pay cash and they told me it was already processed, and they couldn't change anything.

  Sincerely,

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

  

  Business response

  12/07/2023

  Since you were able to cancel the transaction please contact your representative if you would like to continue with the pool resurfacing. 
  We would love to have your business and resolve this on a positive note. 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted to have my pool resurfaced and retiled, a new spa built and pavers laid. I was told this would take 6-8 weeks. It has been one year and seven months since I paid my deposit and one year since my pool was demolished. The pool is now leaking and the project is still not complete.

  

  Business response

  12/22/2022

  Business Response /* (1000, 5, 2022/08/26) */ Hi, engineering plans and permitting delayed the start. We're working on the resolving the leak and the rest of the punch list we will finish soon. Thank you for your patience. Consumer Response /* (3000, 7, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response as the pool is still leaking and issues that i informed them of months and weeks ago are still not resolved. The entire week of 8/29/2022 workers provided less than an hour of work and I do not have appointments for finishing the project. This is not the response of a company trying to remedy a project that is egregiously behind schedule. Business Response /* (4000, 20, 2022/10/25) */ It is not unresolved we're working on this and have made good progress we're close to completion. Consumer Response /* (4200, 22, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because weeks go by without any work or contact. Today an employee came to inspect the blower for the spa, which I notified them it was not working months ago. All he did is confirm that it is not working and said someone will have to fix it, but couldn't tell me when. I don't have a timeline for for final inspection either so I can remove the permit sign that has be in front of my home since February. Business Response /* (4000, 35, 2022/11/21) */ We have made some progress and will finish this up soon.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed the contract on 1/4/21 and paid the entire $15,500 for the pool to be resurfaced and pavers laid on the deck and back porch. I was told the materials are delayed coming in but once they did, the project would be started and will take @8 weeks. The pavers were delivered late evening on 3/18. They drained the pool on 3/24 and removed the old waterline tile. On 4/13, they came to sandblast the pool. While I was not home on 4/23, a contractor came and was supposed to remove all the old coping. Instead, they cut the coping lengthwise, leaving a large portion. They left a huge mess in the yard and clogged up the drain at the bottom of the pool. On 4/27, they came to install the new waterline tile. The rest of the coping still had not been removed. After many calls, on 5/28, they finally came to remove the rest of the coping. They proceeded to lay the pavers for the deck. On 5/29, they came back to finish and busted a pipe. I had to call an emergency plumber and paid $446 out of pocket (I was finally reimbursed 9/23 for this after asking many times). They ran out of pavers due to wastefulness and had to order more (delivered 6/4). On 6/10 they finally came to lay the pavers on the back porch. They are the incorrect pavers and are pitched towards the house instead of out the door to drain. When it rains, the back porch floods (photo 9/21) . It was July before they came to put the finish in and then they didn't have the correct color. Finally, on 8/25 we were able to start filling the pool. But they didn't close the drain properly and all the 20,000 gallons drained out. I had to fill it twice. That cost $300. They poured "their waste" in my yard, or dug a hole to bury, and killed the grass. I was told it would be removed and sod put in place. Resolution: fix the back porch so it doesn't flood; remove waste and lay sod, replace the incorrect pavers, a refund for having to fill up the pool twice. Compensation for lost rent for lack of amenities ($50*3ppl*5mth=$750)

  

  Business response

  02/11/2022

  Business Response /* (1000, 12, 2021/12/13) */ Hi there, please understand we do our best to provide a great overall experience however this is construction and even with our years of experience and great track record sometimes work doesn't progress as smoothly as we planned and hoped for, however we will definitely help you with some of your complaints and outstanding issues. In reference to your porch if you take a look at pictures of your deck and porch area prior to installation of the pavers you will notice your concrete deck slopes in the direction of your porch, in the scope of work you paid for a porch drain isn't specified it is possible we didn't advise it, to help with this we will install a drain or drill some drain points in your porch area. We will also take care of the cleanup and look into the rest of your reasonable complaints however we will not provide compensation for lack of amenities or to fill your pool as specified this is your responsibility please reference your services agreement. Consumer Response /* (3000, 14, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The back porch (not the pool deck itself) did not flood before the installation of the pavers. I was told the pavers would be pitched to ensure it drained appropriately. They are not. They should be pitched to drain out the door, not towards the house. When it does flood, the water pools near the house and does not drain towards the door and requires a squeegee to remove the water from the back porch. The pavers are also the incorrect type on the back porch as they are not the Lafitt Rustic Slab that I ordered. The pool is still losing water. It did not do this prior to the remodel. The leak needs to be determined and corrected. It was their fault the pool had to be filled twice. I agreed to pay for it to be filled ONCE. They didn't close the drain properly at the bottom of the pool before they started refilling the pool, so it emptied. They had to come back, repair and close the drain, and fill the pool the 2nd time. They need to pay half of the cost of filling the pool. The concrete waste is still in the back yard. The places where they dug up my yard to "bury their waste" and killed the grass still needs sod that they promised. It has almost been a year. They were paid in full and I believe that is why this job is still incomplete. I keep reaching out and I keep getting told it will be corrected and completed but it is all words. There is no action happening. Items needed to complete the job: 1) fixing the slope of the back porch pavers to pitch towards the exterior screen door instead of towards the house. 2) removal of concrete waste from yard. 3) laying of sod in the place that they killed the grass by the concrete or burying their waste. 4) Compensation for the 2nd fill of the pool for their mistake 5) liquidated damages for the time delay and costs incurred by me for this 6 week project taking almost a year (even after materials arrived in a timely manner) The year delay with this project is owed compensation. Business Response /* (4000, 20, 2022/01/18) */ We will review your punch list and take care of this fairly and as soon as we're able to please reference our previous response. Please also review your services agreement as we're not responsible for leaks that can occur as a consequence of draining and servicing your pool. We've done our best and provided a leak detection free of charge however if you still feel your pool is leaking we advise calling a leak detection specialist that can provide you with a leak report and take care of this for you please also take evaporation rate of 1/4" per day into consideration.

*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. ↩