ComplaintsforPool Perfection, LLC

• Initial Complaint

  04/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I want to share my frustrations with Pool Perfection LLC who was contracted to install a pool at my home. There has been little to no or non existent communication with me since purchased the home at **** ***** **** ******** ** XXXXX at the end of September 2021. At that time CKB Homes informed Pool Perfection that I was assuming the contact to install a pool. In mid October 2021 I visited Steve B. at your showroom to review the materials (pavers, tile) for the pool and patio. I signed an addendum to add a heater/cooler to the pool and signed a separate contract to add an outdoor kitchen/sitting area with a composite roof. It's now April 5, 2022 and the pool and or patio/composite roof is not completed. I have other work scheduled (well and irrigation) to complete the project. Until the pool is completed I can not start the other work. I can provide email and text messages to support my complaint.

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/07) */ We will do better to review all the contractual details with customers who buy a home mid project and never fully understood their responsibility in agreement. Pool Perfection did not enter into an agreement with you, we assumed you as a customer through a transaction outside of our control, you bought the home mid project. This is tricky because you were not involved in the agreement review, covering when payments would be due and the fact you had to erect a barrier around the pool by local ordinance. Your delay in making timely payment and delay in complying with the Safe Act, a separate document the original owner signed caused this delay. We are happy to see you finally erected your barrier (a fence) and agreed to make payment this coming up Monday to proceed with the project.

• Initial Complaint

  03/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Contracted for pool. No work continues to be done. Posted negative facebook post on their page and now they are refusing to continue work until the post is taken down. The post does not state anything that is incorrect and all of this can be proven.

  

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/03/29) */ Customer has provided a bad check for work done causing delays and is refusing to comply with the Safety Act requiring them to have proper barrier around their new pool area to protect their neighbors kids and pets from falling in. Job will be finished once we get cooperation, building a pool is a collaboration with the Home Owner and they must do their part to proceed in a timely manner. Once we have cooperation the pool will be quickly completed. We have three steps to get there, but proper Barrier is mandatory at this point. Consumer Response /* (3000, 7, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did not provide a bad check, it was a predated check and they didn't want to cash it even though the bank said they would honor it. I can provide proof of check being cashed within days of it being requested. We would not provide a 2nd check until the previous one was returned. The new check was written out on 3/17 upon receipt of the old check. It was cashed on 3/21. I know nothing about any refusal to comply with Safety Act. Our project manager asked my husband what our plans were for a fence and he explained we were putting up the same fence that they took down. He said he would come talk to us on Monday. Again, no one came. We didn't refuse anything, no one communicated with us there was any issue. I will assume the owner ceasing work caused the project manager not to show up. That's refusal on pool company's part not ours. We originally had a screen enclosure as part of pool but due to easement restrictions that was not able to be approved. Because of this, we were told we would have to add a pool fence and an alarm which we did. We signed paperwork about this it and it is included in our contract. If something else is required, we are unaware and have not been informed of that. We assumed the company was aware of requirements and had a plan in place. Not sure why now after owner is mad about a Facebook post that this is an issue now. And if we want to talk about the safety act and compliance, I have a shell filled with water from rain and no barrier right now. My neighbors kids could easily fall in and drown. This is why I have continued to push for work completion because the pool and what they have done to our yard has not been safe. The text message attached explains the truth behind this complaint. We complained on Facebook about lack of work as we have had to do before in order to get action moving on the project. Owner got mad and told us he was ceasing work until we removed the post. Then he removed the post and told us he would not put action in place again until we came in to the office. We informed him that we are not coming in to the office. That was our last communication. We have had two different project managers and very little communication. We have had lots of subcontractors who have left our yard and our neighbors yard an absolute mess. The area surrounding my pool is a now a landfill due to all the garbage that was just thrown and left by workers and then buried as part of the project. Unacceptable. Owner threatened to cease work because we complained on Facebook then threatened that because we won't come to the office our project completion would probably be May. I will not tolerate being threatened and have attempts of intimidation used against me. We've given them all money requested except the final draw. We were asked to reach out with issues in the future. We did and were ignored. We have been left to manage the work of all subcontractors. This is not what I paid for. When speaking with the owner he was very dismissive and said we were absolutely wrong that we have signed paperwork proving us with a tentative completion date. He was sent a copy of this for his records. Completion was tentatively scheduled for 2/28/22.

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered into Contract with Pool Perfection on May 5, 2021 for pool and deck renovation. Payments under the original contract thus far total $19,993.60. An additional $500.00 was paid, as my part of an agreement to order additional pavers to finish the deck. Pool Perfection's original measurement of the pool deck was 620 sq ft when the measurement should have been between 750 to 850 sq ft. This resulted in a work stoppage on the deck. Mr. Shai E. originally requested that I pay for an additional 216 sq ft of pavers (around $1,630.00) even though his employee made the error, the Project Manager did not validate the size of the deck or the number of pavers received. To add insult to injury, I now know that work stopped on the deck not only because of a shortage of pavers but also because the mix of pavers were incorrect. The deck has 3 different sized pavers. This is why the workers could not complete the pavers on hand. I ask for the $500.00 to be refunded.

  

  Business response

  12/14/2021

  Business Response /* (1000, 11, 2021/11/18) */ Contact Name and Title: Shai E. Contact Phone: XXXXXXXXXX Contact Email: ****@poolperfection.com Customer is 100% correct in saying we errored when measuring his deck and as soon as the mismeasurement was discovered the additional materials were ordered and promptly installed. Errors do occur from time to time, and the way we handled this situation is extend more than a 66% discount on the amount that SHOULD have been charged, so an area that would have cost $1630 was installed for only $500. We feel this is fair and we feel we did the right thing. This pool renovation turned out beautiful and other than this minor dispute our customer is extremely happy with the final product. Consumer Response /* (3000, 13, 2021/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. E.'s account of the issues is not the reality of the situation. I did not know there was a shortage of pavers until I made an inquiry as to why the crew had stopped worked. The project manner (Rodney) came to review the work but never informed me there was shortage in one type of paver. I asked him to at least get the crew back to finish pavers on hand because the wet sand made a mess for other crews and for us. It appeared as if he called someone to get the crew back; they did return. Jason, the person who originally measured the pool came by the same day to review the shortage; he did not address how the error happened but his measurements differed greatly from Rodney's. After it was apparent that the crew was not returning, I was going to temporarily lay the remainder of the pavers to at least cover the pool cage entrance and entrance onto the patio. This is when I discovered the shortage in one size of the 3 different paver sizes. No one told me that the problem was not really with the shortage of all pavers but in one paver size. The pattern we had originally chosen required additional pavers of one size. Mr. E. called me while driving to tell me that his cost for the additional pavers was over $2000 dollars and that he would discount the cost to a $1630. He had even gone as far as to have his staff send out an agreement for me to sign. I informed him that I should not pay any additional cost for the pavers. His staff measured the deck, no one came out to inspect what was delivered, the project manager never validated the size of the project either. I told him that I would get back with him. After discussing with my wife, we agreed to offer $500 if other stipulations were met. The primary stipulation was temporarily laying pavers to prevent contamination of the work on the pool liner, tracking sand around the pool and into the patio and home. They agreed to do this but it was not done. I laid the pavers myself to give the workers a solid surface them and their equipment. They agreed to remove the pile of rubbish in my driveway... this was not completed until I informed them that I would contract with someone to remove it and I would deduct the cost from the amount due in the primary contract. I informed Mr. E. about the communication issues as well as untruths by the project manager; he never did offer up anyone else or bother to validate or invalidate the issues raise in my emails. More than anything... I contracted with them for a set cost to include items they found to be required if an issue with the structure of the pool arose. There was an additional $2000 due to the need to de-laminate the pool surface. I agreed and paid.This error was on the company "and" they did not live up to their end of the bargain... thus, I am requesting a return of the $500. Mr. E. stated that pavers were promptly laid after they arrived... Not true. The pavers sat in the driveway for at least a week and due to crews showing up and leaving, the work extended another month. Crews were never reliably on the project or there was always reasons to pull them. I have done everything required under the contact and I have paid them on time for all work completed. It is not sound business ethics or morals to conduct affairs as they have. No company should not pass on to a customer the cost of their mistake(s).If costs are to be incurred, it should be by the persons making the mistake and/or by the company. The whole affair with Pool Perfection has been a combination of unforced errors due primarily by the Project Manager and the error made by the salesperson. Again... I do not believe I should incur any cost due to their error, untruths and their not living up to the agreed stipulations.

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