Complaints

• Initial Complaint

  03/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I started working with this company by providing a pool design to them. Despite the fact that they didn't have to come up with the design, it took weeks for them to come up with a drawing. From the time we first met, they proceeded to invite me in to see the design and sign papers several times. However, when we would get there the designer didn't have things ready like he promised. Papers weren't available to sign and guess what the price went up! This happened to us several times, finally we were in a position where after multiple price changes ... tens of thousands of dollars we were invited in to sign and make a deposit. We accepted the overly inflated price, we signed papers and left a deposit check. The designer then sent construction drawings to look at and asked how we were feeling. I stated I didn't like how the price kept changing without us changing the design. He then cancelled the link to see the construction drawings to "protect the designer"... him. I attempted multiple times to contact the owner directly. I left multiple messages for the owner Bradley himself that were not returned. Finally, I sent an email that he responded to. He said how sorry he was and how he would take care of it, we can work with a different designer etc and again wanted us to come in. The next day he sent me text message stating the price had gone up AGAIN!! Over $10,000 AGAIN. I explained to him that we had an agreement and in fact a contract. They made an offer to build my pool, we accepted with a signature, and wrote a deposit check as consideration. All elements of a contract as they will soon find out if / when this gets to court. He responded by telling me he wasn't going to go back and forth and then they sent my check back in the mail! It was bad enough how we were treated by our designer, multiple price increases but after signing and making a deposit you ghost us and say we didn't have an agreement and REFUSE to build the pool ?? What a terrible business.

  Business response

  04/13/2023

   

  When you inquired about a pool the pool industry was inundated with inquiries from people asking for free designs/quotes therefore our response time was slower than normal.  We apologize but we were all doing our best at the time.  After careful investigation with your particular matter, we found your description of the delays are a bit more involved as you didn't always respond immediately to us when communicated with.  Prices quickly rose during this crucial time due to supply / demand issues across the globe.  After you decided to move forward, we asked for an escalation clause to be signed because in addition to covid Florida had just encountered two massive storms.  These storms resulted in screen and aluminum shortages hence screen cage price increases were frequent.  You refused to sign the escalation agreement therefore your contract was never approved, and your deposit check was never deposited into our bank.  Bradley asked that conversations take place in person or on the phone as texting was not viable due to the complexity of the matter. Bradley explained to you why the escalation clause would need to be signed yet you again declined signing it.  The agreement was not an approved sale due to this fact.  To take on the risk of future price increases (we were certain to incur) was not in the best interest of Pools by Bradley and frankly not in the best interest of our present clients either.  Several pool companies went out of business because they didn't properly plan for the many prices increases our industry faced at the time of covid.  We are the complete opposite of a "terrible company" because we prepare as much as possible for challenges which could adversely affect us and our clients and that is why we are still building pools 26 years later.  Sometimes when the relationship is strained and the prospective client is refusing to sign all the necessary documents it is better for the prospective client to work with another company, they feel is a better fit for them.  Please note, escalation clauses are not a standard practice for Pools by Bradley nor are they being used at this time but at the time they were a direct result of the major storms affecting the screen industry. We wish you the best and we hope your new pool contractor builds you the pool of your dreams.  Best to you.

  Customer response

  04/24/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I have asked this company to follow through with the deal that was made. They have not agreed to do so and in their response have lied about material facts.

  
  Sincerely,
  
  *** *******

  Business response

  05/25/2023

  After careful review of all of the claims made by this individual and then a further intense review of all of the emails, text messages and calls, this individual is very mistaken.  Given that he was informed that the initial pricing provided to him was an estimate, that he did not agree to proceed with the project when provided with the updated pricing, and that there was no valid contract between he and Pools by Bradley because he refused to sign the finalized pool diagram, any statement that Pools by Bradley tells lies would be slander per se entitling Pools by Bradley to the recovery of damages.   Bottomline is if a prospective client refuses to sign all the necessary documents, continuously states they are not comfortable moving forward and then stops communicating all together for months at a time then we return the uncashed check and explain that it is simply NOT a good match.  

  
  

  
  

  Thank you,

  Megan

• Initial Complaint

  03/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 2/1/22 we contracted with Pools by Bradley for construction of an inground pool/spa for the price of $134,395. We are now 13+ months post-execution of our contract and our project has experienced significant delays due to as erroneous and deceptively negligent work by their subcontractors. Most egregiously, Pools by Bradley’s subcontractor cut corners with installation of our deck and rather than purchase enough sand to lay our pavers as recommended by industry guidelines elected to use excavation dirt instead. This defective installation would have remained unknown had it not been shown in our home security camera footage. The subcontractor initially denied this and, after being confronted with video evidence, elected to address only areas that we had provided examples of in the video rather than the entire deck as directed by Pools by Bradley. The subcontractor then claimed that the job was completed despite less than half of the deck being addressed. Since no employee of Pools by Bradley was there for the full time their word was taken as fact, which we once again had to dispute. Over four months have been spent to date working to correct this defective installation that should have never occurred had there been proper oversight by Pools by Bradley as the contractor and correct installation by their chosen subcontractor. While we have given numerous opportunities for Pools by Bradley to have the issues corrected, their same vendor has done the bare minimum to address the problems and in turn has created new damage by cutting pavers out rather than removing them by hand. We are now left with gaps between pavers that are the result of this improper removal method that cannot be corrected without being completely replaced with new materials. At this point the product promised and paid for has not been delivered. We have tried to work in good faith with the company to come to a resolution and they have failed to do so.

  Business response

  03/30/2023

  Pools by Bradley (PBB) has been working very closely with Mr. and Mrs. *******  Regarding the build time, a 12 month timeframe expectation was signed by the client and it details that the timeframe to build is 12 months from dig to swim.  We dug the pool in July and added water in early March (7 1/2 months).  Regarding the deck, upon determining that mistakes were made regarding the deck we immediately met and then took the necessary steps to correct the mistakes. Unfortunately it was not completed correctly immediately as it took a few attempts to get it corrected entirely but we consistently stayed in touch with the client along the way.  We walked the deck with the client each time and it was our understanding each time that they approved we were to move forward.  Later we would receive word otherwise but we always followed up and collectively agreed to a game plan on resolving their concerns.   Both the client and Pools by Bradley seem to working through this hurdle regarding the deck.   We will continue to do so until all concerns are put to bed and they are fully enjoying their pool.  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pools by Bradley now has over 95% of my money for our contracted pool job with them, and no end in sight for our pool. They keep delaying each phase by weeks and months. I understand that delays with construction can be expected, but we are over 3 months delayed at this point, and they continue to make no effort to prioritize and schedule with their subcontractors in a timely fashion. When we signed in July of last year, we were told in person and writing, the job would be complete approximately 6 months from the dig date. That would have put us in April. When April came, and it had been two months since they had done anything on our pool, I reached out asking for an updated timeline. I was told they could not give me one until the footers were placed. Two weeks after my inquiry, in mid April, I was just then notified of a manufacturing delay in the pavers (that they couldn't get until August). I understand that is out of their control, but they took weeks to figure out a solution, and were not timely. We were willing to pay for a different material if needed, and ultimately, we compromised getting the same paver, but in a smaller size and different patter. May comes, and as the paver issue is being sorted and we receive the pavers at our home, there are still no footers placed. We had to wait 3 weeks for the footers to then finally be installed. Why could this not have been done any time in the last 4 months, so that when the pavers were here, they could put us right away on the schedule for install? Now finally after these delays, the deck was put in, and has been finished for 3 weeks to this day. I was told we were on the schedule for plaster crew to clean and prep. But the only thing that was done, was the ground leveled back and extra dirt and trash taken off. I was just contacted now, that in the upcoming WEEKS, we should hear from the door and window alarm installer. No end in sight, no pressure for them to finish the job, despite having almost all the money.

  Business response

  07/25/2022

  Consumer Response /* (2000, 8, 2022/07/15) */ From: ***************************************** Date: Thu, Jul 14, 2022 at 5:12 PM Subject: Complaint Status To: ********************** Hi Ms. *******, For complaint ********, with Pools by Bradley, The owners of the company have been working with us to resolve the issues. They have actually handled fhe situation a lot better than I would have expected, and we are happy with their response. I don't know if possible, but I would be okay with removing the complaint. Thanks, ******************

*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. ↩