ComplaintsforHolland Pools and Spas, LLC

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Holland built our pool! We are in our seventies and the process was terrible! They did a terrible job and especially the pebble tech interior. It looks terrible. They came out with a Pebble tech rep and said they would get back to us. That has been about six months. I had another company look at redoing it. They said it was a terrible job!

  Business response

  03/22/2024

  Holland Pools continues to work towards an amicable solution regarding the interior finish. We are setting up another meeting with the Interior Finish Manufacturer Rep for next week to review the finish. 

   

  Customer response

  04/01/2024

  Please do not close this complaint. 
  Holland pool never got back in touch with me after they told you they were working to resolve this. They actually lied to you 

  Customer response

  04/03/2024

  Please do not close this complaint. 
  Holland pool never got back in touch with me after they told you they were working to resolve this. They actually lied to you 

  Business response

  04/03/2024

  This is an untrue statement. Holland has resolved the lighting issue and we have set a meeting with the homeowner and the Interior Finish Manufacturer for 04/04/2024. 

  Customer response

  04/03/2024

  They did repair the lighting issue but until I made another complaint two days ago they had not called me back to resolve the issue of the interior now they do have an appointment to come out tomorrow. After I complained two days ago they text me the next morning and made an appointment come out to my house

  Customer response

  04/03/2024

   
  Complaint: 21455568
  
  I am rejecting this response because:
  They did repair the lighting issue but until I made another complaint two days ago they had not called me back to resolve the issue of the interior now they do have an appointment to come out tomorrow. After I complained two days ago they text me the next morning and made an appointment come out to my house
  Sincerely,
  
  ***********************

  Business response

  04/12/2024

  Responding to keep the complaint open. We are still working to resolve the issue. 

  Business response

  04/23/2024

  Holland Pools drained the pool yesterday

  Today we acid washed the interior finish and lightly polished the finish to remove the scale  and to improve the appearance of the interior finish.

  We will re-fill the pool and maintain the Pool for a week before turning the maintenance back over to the homeowner. 

  Customer response

  05/03/2024

  They are working to resolve issue!

  still an open issue!

  Customer response

  05/06/2024

  They drained my pool so it was out of service two weeks.  They sent some one to acid wash the pebble tech.  It looks No better!

  Customer response

  05/06/2024

  They drained my pool so it was out of service two weeks.  They sent some one to acid wash the pebble tech.  It looks No better!

  Business response

  05/20/2024

  Holland Pools emailed a resolution to ******************** on 05/17/2024 and are awaiting his reply. 

  Customer response

  05/30/2024

  Holland Pools settled with me and therefore please close the complaint!

  Customer response

  05/30/2024

  Holland Pools settled with me and therefore please close the complaint!

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I noticed overtime my pool was losing water. Seems faster than a normal evaporation. But I never had a pool leak on my life so I thought it was just evaporation so I kept filling the pool back up all the time on a regular basis.Then overtime seem to be getting g worse and I called Holland pools to let them know the situation. When speaking to the service department she stated that there was a patch done on my pool around the skimmer area after the pool was built. So I said can u come out and check and fix the issue. She said that they don't come out for leak detection that I will have to call a third party company for that. And she recommended a leak company and gave me a phone number to call for them to come do a test. There was a fee for the to come out for $389. I asked the service lady at Holland if she would cover the cost of the leak test because I had the p*** a few years and should not be leaking. She stated if the pool leak company comes out and finds that it was Holland fault they would reimburse for cost of leak test and fix issue. So I told her ok I will call and schedule appointment and let Holland know. So when the pool leak company came out they found that it was a leak at the skimmer again and they said it looks like the patch that was put on again from Holland pools failed. And was one of the leaks that was in the pool and they also found a main drain leak at the bottom of the pool. I paid the bill of $389 for them to do a temporary patch and I called Holland pools immediately for them to know the situation. A person named ******* calls me about the situation and flat out told me they are not going to fix issue and not covering it. It made me upset and started throwing it back at me. After talking again about situation he calmed down and then he said he will probably reimburse me for pool leak and send someone out to patch everything. He was going to call in morning and never heard back. I've been calling and texting and no response.

  Business response

  12/04/2023

  The Holland Pools Warranty is One Year from the closing date which was 03/23/2020. This pool is over 3 years old and out of warranty.

  Even though this pool is out of warranty, we will schedule ************** to come out and evaluate the skimmer area. The grout in the pool tile and skimmer area has to be maintained, similarly like the tile in a bathroom shower. Over time the grout will disintegrate and need to be repaired. We will be contacting ********************** to let him know when we can get him on the schedule.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  -Return jet bubbling, may be a leak, have requested leak detection be done. Holland Pools service department has come out to only look at pump and tell me there are no leaks, without performing a proper leak detection. I performed my own water loss test and found water level lower in 24 hours by 3/4 inch, when I mentioned my findings to Richard M******* his response was ‘I’m not worried about it’. -Pavers are constantly sinking, almost on a monthly basis. They have been out a few times to “fix” but a few weeks later pavers sink again. This is happening around the auto fill/drain and coping/deck. -When “repairing” sinking pavers, they broke concrete off and didn’t concrete back between coping and grass. -Some pavers become lose. Our concern is that this may be dangerous around coping as someone can fall into pool and drown. -They left big gaps (1/2in or more) between pavers. Shoddy work, not flush at all. -Waterfall is not working as advertised and sold to us - not shooting water out evenly, there is a big dip/dent on water that wasn’t there when first installed. I was told by Richard M****** on one of his service calls out to my house to only run waterfall at low RPMs so I don’t see the dent. I was sold and chose to add a waterfall that would run at different RPMs for the aesthetics. Aesthetics of waterfall are no longer there. Richard also told me I should’ve spent $40k more on a waterfall if I wanted it to work correctly. -Salt system has shut off on its own a few times. They come look at it, turn it back on and do nothing else about it. Every time I contact Holland Pools and they come out, they act as if they’re doing me a favor and are arrogant. They have lied that they get mistreated by me when they come out to service anytime I voice my concerns. Basically they don’t allow me to voice any concerns and have tried to silence me. They have threatened not to come back to fix anything.

  Business response

  11/20/2023

  We are very sorry that you have had this experience and we are working to rectify. This is a follow up to note what has already happened and what still needs to take place. 

  The Leak Detection was performed by a third party company with no affiliation with Holland Pools. Their results found no leaks and that the Air bubbles in the pipes were likely from the pool pump being run at the lower speed. 

  The General Manager met with the Homeowners on site 11/16/23 to evaluate the concerns with the paver repairs and the sheer descent. The sheer descent was evaluated and does perform as it should at the recommended Gallons per minute. However since this does not meet the expectation of the Homeowner, Holland Pools will be refunding the cost of the sheer descent as a good faith gesture.   

  For the upcoming scheduled paver repairs the General Manager will be on site to supervise to ensure that the Homeowners are pleased with the final result.

   

  Customer response

  12/07/2023

  This matter has been resolved. Thank you. 

  Customer response

  12/12/2023

  This matter has been resolved. Thank you. 

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a pool installed by Holland Pool with a one year warranty; a bumper to bumper warranty on the pool as they stated. Since the start of the building process I had nothing but issues with the company. First they installed the pool equipment in the back of the house not the side . The approved designed had the equipment on the side of the house. Then when the pool was completed, i informed them that the plaster/wet edge was thin on some spots. I also notice i was losing an inch to 2 inches of water throughout the week. I conducted the bucket test and i informed them that there is something wrong. I still have to fill my pool every week to this day. My list of issues were either brought to their attention through email, phone conversation or text. I spoke to the warranty department or a site manager about my issues and i was always told that they would take care of it, it is under warranty. My list of issues are: **Numerous crack tiles in the interior of the pool was notice during install **Tiles falling off the interior wall of the pool **Exposed concrete from tiles falling off and water getting behind the tiles. **Losing water every week; needing to fill the pool with water every week, even during the winter months (filling pool an inch to 2 inch every week) **Wetedge plaster is thin and has exposed concrete **Equipment is installed at the wrong location **Equipment is loose and not secure to the wall ** Concrete patio is lifting and was told it would be fixed under warranty I have left Numerous voice mails and emails. Every time i do speak with someone, i am told that they are discussing my issues and they will call me back or my mangers had i meeting about you issues ,we will call you back. The only way i can speak with a live person is by using different phones that are not associated with me. I have yet, been able to to reach them with my phone or my wife phone. I want my pool to be fixed as promises by the company and want to be compensated.

  Business response

  12/28/2022

  The Holland Pools Construction Manager met with the Owner on 12/21/22 at their home to review and inspect the pool. Arrangements were made with the Owner that repairs would be scheduled in January 2023.

  Customer response

  01/08/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The repair recommendations is not going to fix the poor workmanship of the tile installation. I want all the tiles to be removed and all the thinset ground down or removed. I also want new thinset installed properly with new upgraded tiles. My family has not been able to enjoy our pool due to the fear in causing further damage or issues to the pool. This repair should of been handle immediately and i have contacted them several times.
  
  Every time i have spoken to someone, i have been told that they will show up or call me to discuss the issue but they never do. This is an ongoing issue and has cost me in this year, approximately $6000, in water bills and time off of work.
  
  There is also a section in my plaster/ pebbletec where there is exposed concrete and i have a section of my deck where the concrete is lifting.
  
  I do not consider this matter to be resolved or closed by any means.
  
  

  Business response

  03/20/2023

  BBB Complaint Case# ******** (********************************) I missed the window to reply for this Owner: Holland is scheduling Soil Testing by an independent Engineering Firm to evaluate what is causing this issue and how best to resolve the problems. This is still an open work in progress. Thank you!

  Sent from ********* *********** **************************

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Engaged in contract to have a new swimming pool installed at our home. The installation process was completed in May. There were some issues with the pebble tech finish in that there were two spots that did not have finish on them. Holland pools. Send a technician back, who advised us that it was just that the area on our bench was not exposed. He proceeded to scrub with a wire brush which removed a portion of the finish. This was in June. I have sent the tech back twice to fix it, it continues to be a different much lighter shade of blue . We have had to drain our pool twice, causing us to incur the cost of refilling our pool, as well as re-balance all the chemicals. Each time they drained the water blew the level off the bench to make the repairs. . We have had to drain our pool twice causing us to incur the cost of refilling our pool, as well as re-balance all the chemicals each time they drained the water below the level of the bench to make the repairs. We have contacted Holland pools multiple times. And they just continue to tell us that someone will be in touch. I have all the emails as documentation. They have received all of their money for the installation. This finish issue needs fixed or we deserve a partial refund as this looks terrible. It looks like someone placed a hot iron on a piece of clothing, but it is in our pool, which is a very dark finish and the damage section is a light shade of blue.

  Business response

  12/05/2022

  Yes the ***************** is correct about the issue, November 4 ***************************************** writing to let the finish cure 30 to 50 days which is today 12/4/2022. We will site visit this week, to ***** the failure and advise what will be corrected and when, with water reimbursement included. This will be corrected as stated at the last attempt. Holland Pools has not left the ***** out in the cold and as we always do the right thing.

  Customer response

  12/11/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  First, never were we asked to give it ***** days. The last correspondence received from them is that they were discussing the issue in a meeting on November 15th and nothing again until December 8th after I filled this complaint. I have all the e mail correspondences. I would prefer this case not close until we determine if they fix it this time. They are coming tomorrow and are again going to drain and attempt repair. They may replace finish on entire bench. I voiced my concern that the entire bench may then not match the rest of the pool. I have been advised that they gave my message to *****. Please keep this open until we confirm it is repaired correctly.

  Business response

  12/28/2022

  The Sunshelf interior finish was repaired around 12/14/22 and we reached out to the Owner on 12/15/22 to see if they were happy with the repair. Per the email from the Owner "Thank you very much. It definitely looks a lot better than before but it is a bit darker than the rest of the finish so because it will darken over the next month, I would like to take the next 30 to 50 days as was indicated in the BBB review reply below to see how dark it gets. As long as it stays as it is, it still doesn't quite match but it's acceptable. Thank you so much!"

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Just finished building with Holland Pools and Spas, LLC. When Holland Pools and Spas submitted the permit for my pool to the county they selected that my home was on city sewer after being given the survey where it's clearly marked as being on septic. Because of their error the Health Department for the county was not alerted to review the pool proposal. Would the permit been submitted correctly and the Health Department altered, this permit would have been denied and the pool not built. I have a copy of the permit showing the error and an email from the Health Department explaining this as well. After providing all this information to Holland Pools they refuse to take responsibility. Because error on their permit application the application was approved. Holland Pools proceed with the build and ripped out my septic's leech field. They called and stated it was my fault and to call them after the leach field was fixed. After multiple calls to Holland Pools upper magnet went unanswered, I paid the $15,000 myself to repair the leach field. I requested the pool contract be terminated and they declined. Now after being forced to finishing building I submitted all the paperwork from the county showing the responsibility falls on Holland Pools they continue to ignore me. They stated they have more money than me and can drag this out in court. It's extremely disheartening that a company like this operates in such a manner. They are rude and bullies. All they care about is getting their money and take no responsibility for their actions. I am not going to be bullied or silenced and will continue to push to hold this horrible organization accountable

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/09/07) */ Holland Pools policy is that the Homeowner is to have the septic tank and drain field located and flagged on the property before construction and to provide a current survey showing the exact location of the septic and drain field for permitting. The Homeowner signed a contract and a septic disclaimer agreeing to these terms. The survey that was provided to Holland Pools from the Homeowner showed that the septic tank and drain field were located in the Front Yard and the backyard was clear of any obstacles. In answer to the permit accusation, yes the permit tech inadvertently clicked sewer instead of septic, however the survey that was submitted for permit did have the septic location information on it and even if it had been routed to the Health Department for review they would have approved the permit because the survey showed the septic and drain field in the front yard and nothing in the rear of the home where the pool was located to be built. The Excavation crew stopped digging as soon as they saw that there was a problem and the Homeowner was notified. The Homeowner did not inform Holland Pools that there was a Secondary Drain Field that was not listed on the survey. The Homeowner demanded that Holland Pools pay for the repairs even though he had signed the contract and septic disclaimer relieving Holland Pools of the liability. The Holland Pools Construction Manager asked the Homeowner if he wished to proceed with the Pool Construction after the necessary repairs to the drain field were made and the Homeowner confirmed via email that he wanted to complete the pool. Holland Pools would never force anyone who is unhappy to finish construction, as we rely on word of mouth referrals and truly want to see our Customers Happy with their Pools. Sadly, there are quite a bit of untruths listed by the Homeowner in their complaint. We are also unable to complete the Final Inspection on the pool, until the Homeowner installs the sod per county requirements. Consumer Response /* (3000, 7, 2022/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am glad to see the continued pattern of Holland Pools failing to take responsibility for their actions is consistent both in their BBB complaints, Google reviews and this current issue. I provided documentation from the Health Department confirming the exact opposite of what they are saying. Would they have submitted the permit correctly; the application would have been denied. The email provided in the initial complaint from the Health Department clearly states this. In addition, a survey showing the drain field in the backyard was provided as well. How can a company say, "Yes we submitted the permit incorrectly." The systems in places that the country has in to prevent this from happening were bi passed because we in correctly submitted the permit, but we are not responsible. This just gives you a small glimpse into how this organization operates and why, if they do not choose to rectify this situation, they will be sued. Business Response /* (4000, 9, 2022/09/27) */ The owner is now claiming to have provided a survey showing the drainfield in the back yard and that is false. The owner provided the survey showing the septic and drainfield in the FRONT YARD and the Health Department confirmed that this would not have kept us from getting a pool permit. As stated the Owner Signed the Septic Tank Disclaimer taking responsibility for providing the correct information and having the system located prior to the start of construction. Consumer Response /* (4200, 12, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response Holland Pools provided is not only incorrect, it's a flat out lie. They are stating the Health Department confirmed something that is false. I have provided emails directly from the Health Department stating that the permit being incorrectly submitted is the reason the permit was approved. How can a company just make false claims in the response with no proof when in fact I provided written documentation from the Health Department stating the complete opposite? So a pool construction company can file a permit stating a house is on city sewer, get the permit based on incorrect information they submitted. Then rip a leach felid up. Refuse to take reasonability, refuse to communicate and refuse to allow me to cancel the contract. Where is the accountability in the process? Lastly, it seems like the DBPR (Department of Business & Professional Regulations) disagrees that a licensed professional can submit a permit with incorrect information and not be held responsible. It's a shame that Holland Pools is going to hang Tyler J**** B********** (the Holland Pools contractor that submitted the permit incorrectly) out to dry and he is going to end up taking the full weight of this issue. You can reference this at the DBPR (Department of Business & Professional Regulations) under case number *********** This just goes to show you that Holland Pools not only doesn't care about their customers, they also don't care about their employees... Business Response /* (4000, 14, 2022/10/17) */ The property owner signed a contract assuming complete and sole responsibility for the location of the pool. Consumer Response /* (4200, 16, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cleary Holland Pools is trying to place blame on anyone but themselves. Currently we have Tyler J**** B********** (the Holland Pools contractor that submitted the permit incorrectly) under investigation with DBPR (Department of Business & Professional Regulations) under case number *********** Strangely, just like court will see it, DBPR also agrees that someone submitting an application with incorrect is a serious offense and places all lability on the contractor (as it should be). I am glad people will be able to read through the correspondence with Holland Pool so they can see what kind of company they truly are.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8.20.21 Transaction date Amount Paid ~$113,500 Provide Pool & Spa with 1 year warranty

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/08/05) */ First, we at Holland Pools want to make a statement, then I will respond to each and all allegations. Holland Pools management, nor any employee has ever started the day with any intentions of how to make one of our customer's life miserable. We have never been accused of "gross neglect, manipulative, unethical, untruthful, irrespective or deceptive". We (the pool industry) are in a new world due to covid, build times were terrible and currently slow and the supply chain is worse than last year, all of our trades are especially challenge with labor shortages causing long wait time for installations or repairs. We do our best and most of our customers are understanding and happy. Now for our response. The pool was bought through the home builder and on their home contract, it was not contracted with Holland Pools, only the design and options. Most pools leak, we know this to be true and is substantiated by specialize leak detection companies that are backed up for weeks to month's due to the number of leaks in the pool industry statewide. We have sent out at least 3 different nonaffiliated leak detectors and at some point, we must trust their finding, leaks are sometimes hard to find and take multiple attempts and watch (days) to see if the water level drops, if it does then another attempt is needed (more time). The homeowner may have questioned the leaking area in question at some point in time, but to best of our recollection it was later in the process. We were only supplied the civil engineer document with calculations of proposed water usage but never the actual gallons needed to fill the pool from loss. Our company techs are trained to operate all equipment and educated by said manufacturer. If there is a malfunction, we must call a warranty station which we did in this case. When the warranty station arrived to correct the malfunction, they found that the supplied gas feed line installed by the home builders contracted gas trade undersized the gas line and did not install the proper regulators to the heater. At Holland Pools expense we corrected the supply issues so that the owner could then use his heater. The heater worked as it should after the gas line repair. Black or dark color dyed pool interiors are susceptible to calcium (white in color) scaling if the PH/ALK is not maintained to a certain level consistently and yes, the leak may have contributed to the white calcium scaling. Holland Pools did drain and acid washed the pool on 2 occasions to remove the scaling. Holland Pools hired a different interior company to drain and acid wash, then balance the water. The pool cleaned up beautifully. The interior company owner personally supervised the clean up and then spent some time explaining to the Owner, the importance of maintaining water chemistry and how calcium affects the pool interior and the scaling on the fountain stair stepped spillway of the fountain. We are not sure how these slanderous words are relevant as we did correct all of the issues known to date, and we did try to complete them as quickly as present conditions would allow. Sincerely The Holland Pools Management Team

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own two income properties in the Orlando area, and both homes have in-ground pools and hot tubs installed by Holland Pools. Both homes are less than one year old. I have experienced recurring pool and hot tub issues, mostly related to heat, which have been repeatedly repaired, but the issues continue to recur. I have experienced financial damages in the 5000.00 range from tenant cancellations and refunds. See the below list of pool and hot tub failure events, which I received from my property management company. *************************** 06/23/2021 Guest reported jacuzzi not heating up 07/18/2021 Jacuzzi not heating 07/22/2021 Guest reported pool filter not working. Water turning green. 07/29/2021 pipe swollen, and pump Have no enough pressure. Is not working properly.- this is causing a huge issue - this is under warranty 08/27/2021 Hot tub not working. Won't get hot. 10/11/2021 Jacuzzi not heating 11/3/2021 hot tub not working , wont get hot 12/15/2021 Spa not heating 02/03/2022 Pool heater and spa not working. *********************** cancelled reservation for 7 nights. 02/04/2022 Notified by ****** that my Superhost status is revoked due to advertising amenities that are not available. 02/09/2022 Guest reported pool and spa heat not working. Fla Scandi said pump leaking, actuator not turning, no pressure in lines ****************** / 4404WI 07/31/2021 Pool heat and jacuzzi heat not heating up 10/15/2021 Pool heat and hot tub not working 11/07/2021 Pool heater is not working at all 1/14/2022 Guest called and said that their jacuzzi isn't heating up even though they let it run for 3 hours and they want someone to stop by and fix it for them 01/26/2021 Jacuzzi drained all water out and pool heat not working 02/04/2021 Notified by ****** that my Superhost status is revoked 02/09/2021 Jacuzzi not getting hot.

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/02/15) */ We are in the process of looking at all of the communication from the management company and Home Owner, lots of overlapping correspondence. We will then check the time lines, service request and the service calls. This will take a little bit of time to sort through the double communication with pics, then we will file a report here. As of today we had our tech out to the Summer Drive property and all components of the pool are in working order. Consumer Response /* (3000, 8, 2022/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Holland Pools is not a real response, but simply a request for more time. Since then, I have received two more reports of pool and hot tub heat not working, see below under ******************** dated 02/17 and 02/18. The damages continue to grow. Please note that the records listed are from my property management company, ************** Vacation Homes, and you are welcome to call them and verify any information at 800-380-8961. Each repair they have completed lasts for a short time, only to break down again quickly. Some repairs have been ridiculous, such as installing an actuator on backwards, so that instead of pumping hot water into the hot tub, it pumped all the water out of the hot tub. Once the 1-year warranties expire, in March and May, Holland Pools will simply start charging service calls for this shoddy work, I am sure. *************************** 06/23/2021 Guest reported jacuzzi not heating up 07/18/2021 Jacuzzi not heating 07/22/2021 Guest reported pool filter not working. Water turning green. 07/29/2021 pipe swollen, and pump Have no enough pressure. Is not working properly.- this is causing a huge issue - this is under warranty 08/27/2021 Hot tub not working. Won't get hot. 10/11/2021 Jacuzzi not heating 11/3/2021 hot tub not working , wont get hot 12/15/2021 Spa not heating 02/03/2022 Pool heater and spa not working. *********************** cancelled reservation for 7 nights. 02/04/2022 Notified by Airbnb that my Superhost status is revoked due to advertising amenities that are not available. 02/09/2022 Guest reported pool and spa heat not working. ********** said pump leaking, actuator not turning, no pressure in lines 02/11/2022 Guest reported hot tub heat not working. ****************** / 4404WI 07/31/2021 Pool heat and jacuzzi heat not heating up 10/15/2021 Pool heat and hot tub not working 11/07/2021 Pool heater is not working at all 1/14/2022 Guest called and said that their jacuzzi isn't heating up even though they let it run for 3 hours and they want someone to stop by and fix it for them 01/26/2021 Jacuzzi drained all water out and pool heat not working 02/04/2021 Notified by Airbnb that my Superhost status is revoked due to advertising amenities that are not available. 02/09/2022 jacuzzi not getting hot. Have not sent tech out yet 02/17/2022 Elizabeth S****** notified us pool and hot tub heat never worked, although ********** sent out tech. 02/18/2022 Heidi L** notified us that pool heat does not work. Kindest regards, ****************************** Business Response /* (4000, 10, 2022/03/02) */ HP Operations Manager met with the owners Property Manager on 02/24/2022. Attached are the service and warranty notes on both properties. *************************** Assessment of filtration 02/24/2022 1. Union on pump inlet broken by overtightening, see pic. Causing the pump to have trouble priming and keeping a prime and causing overheating. 2. Toggle switches on valves were found to be in wrong positions. 3. The Pump, Filter and Union O-rings have not been cleaned or lubed and that is something that should be done monthly. 4. The Spa drain actuator was observed to over rotate a few degrees. This did not interfere with the selected Spa operation. In conclusion, the cracked union, the lack of maintenance to O-rings would cause every issue as stated by the owner. 02/25/2022 Holland Pools Tech replaced the plumbing with a new union and pump was operating normally. Even though the pump was working properly HP chose to Replace with a new pump and a new actuator was installed. * Since knowing the pump had been operating under severe heat from running dry, Holland Pools chose to replace the pump as a good will gesture. So that the Owner would not have any similar issues in future. However, proper service and maintenance needs to be performed as needed by Certified Pool Operator. * SERVICE HISTORY 1. 02/24/2021 Pool was started up 2. 07/21/2021 Warranty ticket- Per Property Management- Heater Actuator is not working and the heater is stuck in lock out mode. Panel reading "HP5 System" or Low Refrigerant. 7/27/2021 HP Tech was out Replaced Actuator and turned breakers on (they were off) and all equipment is working properly. 3. 07/29/2021 Warranty ticket- Per Property Management- per PM Tech there is a swollen pipe and pump does not have enough pressure. System is currently off. 08/02/2021 Warranty Station-CFPK Found Pump works properly, need to call plumber for "Dry Work". Non-Warranty call - fee due (Holland Paid) 4. 10/07/2021 Warranty ticket- Per Property Management "The display on the pool heater is full of water and unreadable" 10/08/2021 Warranty Station-AQ Heater- Replaced display for Heater but noticed that there is a bad Actuator that needs replaced and pump is not working due to that. System was turned off at the breaker, so it doesn't burn out the motor. 5. 10/08/2021 Warranty ticket (Friday)- Per Heater Warranty Station- Bad Actuator needs replaced, and pump is not working due to that. 10/11/2021 (Monday) Warranty Station CFP&S was out and replaced the Actuator under warranty. 6. 12/06/2021 Warranty ticket- Homeowner reported that when you switch modes to heater, it doesn't heat anything up. 12/07/2021 HP Tech found that the equipment had been tampered with, he corrected and reprogrammed the heater to switch from pool to spa. System working properly. 7. 01/18/2022 Warranty ticket - Per Property Manager- Check heater, not heating. EQ will be unlocked. 01/19/2022 HP Tech went out to check heater, but the controls were locked. 01/20/2022 HP Tech went out to check heater, but the controls were locked. 01/21/2022 HP Tech found that heater was set to 48 degrees. Turned Heater Temp up to 85 degrees and Heater turned on and heated properly. 8. 02/03/2022 Warranty ticket- Per Property Manager- Pump not priming 02/04/2022 HP Tech found that he also could not get the pump to work. Sending ticket to warranty station for repair. 9. 02/04/2022 (Friday) Warranty ticket sent to Warranty Station CFPK-Pump not priming 02/08/2022Warranty Tech primed pump and cleaned the Filter. Everything works properly. Non-Warranty call - Fee due (Holland paid) 10. 02/10/2022 Warranty ticket- Per Property Management the Pool pump/motor is leaking and the actuator is not turning all the way in order to get an overflow from spa to pool. 02/15/2022 HP Tech (was out sick on 02/14/22) was out and found system working properly. 11. 02/23/2022 Warranty ticket- Per Property Manager Pool pump is not priming. 02/24/2022 HP Operations Manager met with Jose on site to go over the pool equipment. *See notes under Assessment of filtration above. 02/25/2022 HP Tech installed new Actuator, new pump with new unions. *************************** Assessment 02/24/2022 Holland Pools Operations Manager met with Jose from the Property Management Company. Jose concern was that heater had been working but recently stopped working in spa mode. HP Tech was sent out on 02/25/2022 see number 6 in service history. SERVICE HISTORY: 1. 05/24/2021 Pool was started up. 2. 08/09/2021 Warranty ticket request- Per Management Company-Heater not communicating. 08/17/2022 HP Tech went out and Heater was working properly. No issue. 3. 11/9/2021 Warranty ticket - Per Management Company the pool pump is screaming and tripping the breaker. 11/10/21 HP Tech found pump was running when he arrived and checked both pool and spa mode to see if anything changed and it all stayed on and working normally. Breaker did not trip once and there was no "screaming" noise from the pump. Property Management was informed that there was nothing wrong. 4. 01/18/2022 Warranty ticket -per Property Management Actuator spins 360 and Check Heater 01/19/2022 HP Tech- HEATER RUNS IN BOTH MODES AND SPA JET ACTUATOR WAS REPLACED 5. 01/25/2022 Warranty ticket- per Management Company- Spa Drains Down 01/26/2022 HP Tech found actuator backwards and the toggle was in the wrong direction. Tech sent Photo of EQ and photo of pool water level being high. Informed Homeowner and Property Manager. 01/31/2022 HP Tech met with Jose from Property Management Company. Everything is complete and working properly. 6. 02/24/2022 Warranty ticket- Chlorinator Leaking, also check heater 02/25/2022 HP Tech Valve for Chlorinator was tightened and reset programming for Heater. Everything working properly. To surmise there are too many other human variables that could cause all the above issues with the pools. Renters, pool service guys, management company, anyone can happen by and tamper with the pool equipment. Both Pools were fired up and had no valid warranty issues and operated properly for several months. There were many warranty tickets requested by the Property Manager that were user error. Holland Pools has consistently responded to every Warranty request in a timely manner when at all possible. Consumer Response /* (4200, 12, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The explanation given by Holland Pools does not agree with the facts, nor does it agree with the professional assessment of both ************** property management and of **************** **************** a third-party hvac and pool company I hired to inspect the equipment. By my count, I have experienced 21 pool / hot tub failures in the first 8 months rental history of two brand new homes with brand new pools and hot tubs. According to **************, who manages hundreds of rental properties with pools, they have not experienced this many problems with any other property they manage. Are we to seriously believe that all of these problems were caused by tenant abuse and poor maintenance, and yet no other properties managed by the same company were affected? And, after the necessary repairs / replacements were done, all problems ceased, and yet are still managed by the same property management company, who Holland Pools claimed is performing poor maintenance? This is not logical. I spoke with property manager Jose R***** with **************, and with Mark J*****, owner of ********, and their assessment was identical.....Holland Pools is hiring very inexperienced workers, and giving them a very short training program in "pool school", and then sending them out into the marketplace to work. They told me they had to explain to the workers what was wrong, and how to fix it, because the employees of Holland Pools were so inexperienced. And now, Holland Pools is attempting to shift the blame for faulty equipment to tenants and property management. Or, as Jose R***** emailed me, "sounds to me like they are trying to wash their hands". I have quotes from **************** for the repairs required, should you ask to see them, but without any reference to lack of maintenance or tenant abuse, or any other type of "blame-shifting".....just the necessary equipment replacement and repair. I will be happy to send the quotes to the BBB, if you'll give me an email address. I have sustained damages which I can prove from Holland Pools due to refunds given to tenants and cancelled reservations due to pool / hot tub problems in the amount of 3541.36, and that excludes all attorney's fees. If Holland Pools will immediately remit to me 3541.36, you may close this case as "complaint closed / customer satisfied". If they will not, which I expect, please close this complaint as "customer unsatisfied", and please leave all comments by me on record with the BBB. I appreciate the BBB helping me with this situation, and I hold the organization in very high regard, being a retired BBB executive board member myself with the BBB of NW Florida here in Pensacola. Kindest regards, *****************************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Tyler ******** model home in April 2021 which was built 2015. It was only used as a model home with nobody living in it. We had some technical issues with the pool such as breaking glass tiles and mechanicals, but were told by Holland as a second owner the warranty is invalid. Is has a beautiful pool with glass mosaic tiles, a number of which unfortunate fell off a vertical infinity wall. I checked with our neighbors and apparently, this was an issue with the pool. Either the material was substandard or the construction of the pools was faulty. Several families have had similar issues as we do. I called Holland Pool to ask for help and accepted the fact it was out of warranty, so I had to bear the cost myself. I was simply blown off with the words, they don't do repairs even when I tried to explain to them many other had the same problem, and apparently they fixed some, but not mine. I was referred to a company who I understand is one of the main installers for Holland in this area. They seem to be wanting to make a major job out of this.

  Business response

  03/24/2022

  Business Response /* (1000, 5, 2022/01/28) */ The pool was actually built in 2013 (8 years old). I checked our service records, no tile or mechanical issue were reported for this pool. On or about 8/2021 we did a pool school for with you, no issues reported. Pools with water features as you have need monthly attention. When you contacted us we gave you a contact for a company that might be able to perform the work you need, that stated you would pay for. We are a new construction only pool contractor. I hope all works out and I am available for a phone call. Consumer Response /* (3000, 7, 2022/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) We purchased the house in April of 2021 after it had been used as a model house by the builder, Taylor ******** since the house was built. When we moved in there were some mechanical and other issues but we accepted the position of Holland Pool that technically we were the second owner and the warranty had lapsed. It is correct that we had a pool school in August and there were no damages. That is exactly my point. This present damage only became evident in beginning of January. I have checked with other neighbors on the Facebook group and it is obvious, this is not a damage Holland knows nothing about since a number of neighbors have had the same issue. One neighbor had the identical issue which was remedied by Holland pool. I have checked around a bit and it is quite obvious that this is a latent damage proving the pool was poorly built. I have had several pool builders looking at the pool. Not only have they never seen this happening before, but they also claimed Holland had used incorrect thinset and more glass tiles are likely to fall off in the future. Yes Holland pool did recommend a contractor who could repair the pool, and he gave us the following comment which I quote as per his txt message Qt ' Looks like a beautiful pool area! The tile can be replaced but you should also be looking at resurfacing the pool too. A lot of work, a lot of people walking around in the pool, a drop tool here and there. We would not want to be responsible for the pool surface also I wouldn't think. A lot of tile and a lot of work there. Unq Getting this response led me to believe, either he knows something is wrong with the surface or he is just out to make as much money as possible, and who is not responsible for their workers dropping tools ? Why not cover the surface in question? Needles to say, this is not a person i want on my property. Since it is obviously a latent damage I find it only reasonable that Holland Pool should remedy the damages. Finally, the pool has a weekly maintenance by Windermere Pool, who I find very responsible and good to work with. I am also enclosing three photos

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