Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been almost a year since start.job has not been finished.hothing but excuses and delays, Dr

  Business Response

  Date: 04/30/2024

  The biggest issue with the job is the customer instructed us to fill in and plaster over a spot where there should have been an inwall step installed. The customer told us not to worry about it, after the pool was full and the new surface application was applied the customer asked us to cut into the new pebble finish and install the step which is now extremely difficult to do because the new pebble plaster had already been applied.

  Customer Answer

  Date: 05/06/2024

  the problem started when waters edge employee broke the existing step and then they wanted ****** dollars to replace it. now they say they are unable  to  match steps color and white is unacceptable. pool is and was leaking 2 inches or more daily for the past year from the tile they installed    i suggested they lower the skimmer to below the tile they installed which they did.they still have not finished grout around top of tile and installed skimmer extension. i firmly believe they should be responsible for the damage and make it right. 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21639306
  
  I am rejecting this response because:    Date Sent: 5/6/2024 9:35:04 AM
  the problem started when waters edge employee broke the existing step and then they wanted ****** dollars to replace it. now they say they are unable  to  match steps color and white is unacceptable. pool is and was leaking 2 inches or more daily for the past year from the tile they installed    i suggested they lower the skimmer to below the tile they installed which they did.they still have not finished grout around top of tile and installed skimmer extension. i firmly believe they should be responsible for the damage and make it right. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/20/2024

  The step in question was already cracked before we began the project. While prepping the pool the crack became bigger, the $650 was actually for 3 brand new steps so everything would match. You declined the new steps and told us to remove the bottom step and fill it in with concrete and new plaster material. After you informed us to fill in the hole and plaster over where the original step was, We came out to install a new step free of charge even though it's much harder to do now. Unfortunately, the only color that was available was white which you refused. You called us and requested we cut the pool shell and drop the skimmer down 4 inches into the surface so the skimmer would not run dry due to the existing leak. If we were to do that for another customer, it would have cost $2,500 and we did not charge you anything. We will have our service tech out this week to finish the grout.

  Customer Answer

  Date: 05/20/2024

   his.  response because: the existing step was not crackeo   when i asked how much to replace step his employee broke he told. 
  ******theyi expected as a responible busines  owner he would take care of  it.my response was before i paid ****** he courd fill it in. as far as replaced the skimmer it was due to tile   leaking they installed and i paid extra for waaterproofing. [ Sincerely,
  
   *** Maurey 

  Business Response

  Date: 05/22/2024

  Our service tech will be out to finish grouting. The skimmer has been lowered as you requested. You refused the step installation.

  Customer Answer

  Date: 05/22/2024

   refused  the step youyanted to install because it was white and not blue matching existing steps, either match or replace set. it just make it right this has been going on for almost a year without the job being completed. nothing but excuses and delays .  

  Customer Answer

  Date: 05/22/2024

  Date Sent: 5/22/2024 12:04:48 PM
   refused  the step youyanted to install because it was white and not blue matching existing steps, either match or replace set. it just make it right this has been going on for almost a year without the job being completed. nothing but excuses and delays .  

  Business Response

  Date: 06/05/2024

  Your pool is over 60 years old. It still has the same steps that were installed during the original building of the pool, it is impossible to match those steps. This is why we recommended a set of 3 new steps to be installed while the renovation was ongoing, and you refused that option.

  Customer Answer

  Date: 06/05/2024

  there was no recommendation to replace steps until  after waters edge emplyee broke one with his grinder. at that point they wanted $650.00 to replace. and they still have not finished the grout. once again nothing but excuses and delays. this job has exceeded a year. it is time this complaint is posted to review 

  Customer Answer

  Date: 06/05/2024

  Date Sent: 6/5/2024 11:42:45 AM
  there was no recommendation to replace steps until  after waters edge emplyee broke one with his grinder. at that point they wanted $650.00 to replace. and they still have not finished the grout. once again nothing but excuses and delays. this job has exceeded a year. it is time this complaint is posted to review 

  Business Response

  Date: 06/11/2024

  The step was already cracked in the pool which is 50+ years old. We gave you a price to replace them and you rejected. Regarding the grout, please email pictures of the issue to ****************************************

   

  Thanks

  Customer Answer

  Date: 06/11/2024

  waters edge sent out their service man to do grout around skimmer. i showed him where grout was not finished around pool deck. he took a video and said it was above his capability. they would have to have somebody else finish the job. they already have pictures.step was broken by employee  undercutting pool if it   was broken prior to contract it would have been noted in contract. just another excuse and delay. please post this complaint on bbb review site.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21639306
  
  I am rejecting this response because:Date Sent: 6/11/2024 12:55:35 PM
  waters edge sent out their service man to do grout around skimmer. i showed him where grout was not finished around pool deck. he took a video and said it was above his capability. they would have to have somebody else finish the job. they already have pictures.step was broken by employee  undercutting pool if it   was broken prior to contract it would have been noted in contract. just another excuse and delay. please post this complaint on bbb review site.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My pool project started at the end of last June 2023, and here we are nearly into April of the following year and it is still not completed nor correct.The order in which the job was completed was backwards, they started working on the decking before resurfacing the pool which lead to damage of tiles they installed cause the workers are not careful about property, my pool being 13ft deep turned out to be too big of a job as they were not able to evenly distribute pebble in the deep end leaving me with a Pebble pool finish that is washed out and looks stained in most places. When I asked about this I was Told well your pool is deeper than normal. ( why would you take a job you cant do 100%???)I was sold deck drains with removable lids, they painted right over these rendering them no longer removable, when I asked about this I was told we do this to all our decks. Why would you sell me removable drains lids if I cant remove them without damaging them after. I did not ask for them to be painted. So he has a guy attempt to remove the paint, he cut them with a saw causing damage, and I still dont think I can remove them.After the initial startup of the pool the bottom drain was plugged for a month as they forgot to remove a sponge, and couldnt seem to a get a competent person to remove it for 30 days.And then here we are finally months later and the pool still leaks cause they forgot to repair the areas around one of the return pipes. The first time I said something about this they made me get a pool leak detection to prove it was their faulty workmanship, they sent someone out who just smeared some epoxy around a pipe which is clearly no longer sealed to the pool wall and expected that to fix it. Im constantly told someone will be out next week to fix it after again proving myself its still leaking. But alas no phone calls messages or anyone here fixing it and its still leaking. Owner told me would only finish if I removed bad reviews.

  Business Response

  Date: 04/30/2024

  All the tile has been repaired. Pebble distribution is within parameters. It's impossible to evenly distribute the pebble because it's already in the mix. No pool has a completely even pebble exposure. We've never received any complaints about removable lids and this is the first we are hearing about this. We will organize a date to repair the pool leak. The customer orchestrated our deck guy to put new texture on decking that was outside the screen area which was not in the contract. There is also a payment due for the deck area for a change order on the contract for the amount of $680.00.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21514701
  
  I am rejecting this response because:
  

  The Pebble has been declared horrendous buy several other pool builders who have been by to quote fixing the Leaking area around the pipe, every single of one them said it was not a satisfactory job in their opinion, then went on to quote me $1500 or more, to repair the area around the pipe correctly. They all stated since Waters Edge overlooked fixing this correctly before applying the pebble finish(Even though it was pointed out)  it won't just be a simple job since they need to remove concrete/pebble material to fix it. They also went on to tell me the fix waters edge tried using to repair the leak(Quick Epoxy) wouldn't last a year( and It obviously didn't last a month) and it absolutely needs to be repaired correctly with a proper pipe/cement bonding process if its expected to last years like I paid for. I really don't expect *** to fix this correctly I expect he'll just throw more epoxy around it and try to call it day. However If he gives his word he will fix it properly then we can move forward.

  Rav made a claim he did me the biggest favor by 3D printing me new pool jet return covers cause they discovered much to late in the construction process that they don't make them anymore. Come to find out he should have replaced the jet housings themselves for what he charged me for the pool work....... Now all but 2 of the 3d printed rings I was allotted have failed due to poor plastic material not suitable for chlorinated water, and i'm now left paying a hefty price tag to have some properly manufactured in the right dimensions and correct materials. 

  As of my most recent inspection, the grout areas around the skimmer box have all already begun failing and cracking. It's not even a year old???????.......... My shower has grout 15 years old I did myself in better condition, this is unacceptable and needs repair. 

  The drains were absolutely discussed in person, I've got video footage of a conversation with *** and I in person (The whole pool project was documented with my security camera) and then a few days later your worker coming back and he cut the drain lids, and he even cracked the decking he just painted a few weeks earlier, when he dropped the saw and that marks still there even though he tried to paint over it. So now you've resorted to blatant lying which further proves your character. Its 2024 technology is everywhere........ I won't even get into the nonsense some of workers were doing on my property........ 

  Lastly I will not be paying any further charges for any additional work you are now claiming I "Orchestrated". At no time was any discussion held with your workers regarding the areas they were to paint or any other work encompassing the project, in fact all communication went through Rav via text message. I was not even in the State the week the painting was done or I would of informed them not to, as I already bought my own paint to do that area. Sorry your inability to communicate to your workers their responsibilities on the job site is of your own misdoing, and of your own loss. So we are clear, I will not be paying the additional charge you stated. as that's between you and your worker.  

  Clearly if there was better communication during this project between Waters Edge and its workers, as well as Waters Edge and myself we wouldn't be here today. I understand that sometimes Jobs don't go as planned and their can be problems. It's how a company handles those problems and accommodates their client's objections that makes a business a respectful one. 

  My conditions are simple, Fix the leaking area around the pipe correctly, repair the grout around the skimmer box correctly, and sign a document promising to uphold the warranty, and in return I will pay the remaining balance on the bill handed to me in September which was $2454.80  minus the $350.00 I paid Red Rhino Leak Detection to find your faulty craftsmanship, I will also remove any negative reviews and I will end this BBB complaint process.  

  If Waters Edge would like to accept my terms and finish their work properly, they can reply here and then we can begin civil discussions via text and determine a exact date the work will commence on. These are the only terms I will accept, and they are more than adequate given the circumstances, Price, and nonsense i've had to deal with regarding this pool and deck resurfacing process. 

  
  /Sincerely,
  
  ***********************************

  Business Response

  Date: 06/05/2024

  Thank you for providing additional details regarding your concerns with the pool renovation project. We understand the importance of addressing each point comprehensively to ensure clarity and resolution. Below, we provide detailed responses to each of your specific complaints:
  

  1. Project Sequencing:We appreciate your understanding of the necessity for the tile to be in place before installing the new deck texture. Saying that we do need to clarify that the tile has to be in place for us to install the new deck texture up to the edge of the tile and there is no other way to do it, we need to have the tile in place for us to have a finishing point to take the new decking up to.
  

  2. Uneven Distribution of Pebble Finish:We want to clarify that it is virtually impossible for the pebble finish to be unevenly distributed once it is mixed into the plaster. The nature of the plastering process ensures that the pebble mix is uniformly applied to the pool surface.
  

  3. Discrepancy in Leak Repair Cost:To address the leak around the pipe, we will drain the pool and seal it with new pebble material to ensure a proper and lasting repair. This process will be carried out promptly and efficiently to resolve the issue to your satisfaction.
  

  4. Faulty 3D Printed Returns:We understand the challenge of finding replacement return jet collars and the decision to have them 3D printed. Unfortunately, the returns you asked for are not in production anymore. To ensure you had to returns you wanted we had to 3D print them. The cost incurred for this solution was $450.
  

  5. Completion of Punchout Work:We acknowledge that all punchout work has been completed except for the leak around one return line. We will prioritize fixing the leak in accordance with our agreement to ensure that your pool is fully operational and free from any issues.
  

  6. Additional Decking Work:Regarding the installation of new acrylic knockdown texture decking on an area not included in the contract, we understand that you instructed our worker to proceed with the work. However, as this work was not part of the original scope outlined in the contract, there will be an additional charge for the extra labor and materials involved. We appreciate your understanding of this matter.
  

  7. Resolution and Additional Charges:We are committed to repairing the leak around the pipe and regrouting the skimmer as requested. However, please note that there will be an additional charge of $680 for the extra decking work that was not initially included in the contract. This charge reflects the additional labor and materials required for the additional scope of work.
  

  We are fully dedicated to resolving these issues and ensuring your complete satisfaction with the renovation of your pool. Please feel free to contact us if you have any further questions or concerns, or if you would like to discuss any aspect of the project in more detail.

  Thanks, Rav

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21514701
  
  I am rejecting this response because:
  
  Thank you for providing additional details regarding your concerns with the pool renovation project. We understand the importance of addressing each point comprehensively to ensure clarity and resolution. Below, we provide detailed responses to each of your specific complaints:??

  Business Response- 1. Project Sequencing: We appreciate your understanding of the necessity for the tile to be in place before installing the new deck texture. Saying that we do need to clarify that the tile has to be in place for us to install the new deck texture up to the edge of the tile and there is no other way to do it, we need to have the tile in place for us to have a finishing point to take the new decking up to.

  
  ------- The Grout around the Skimmer Box is prematurely failing as shown in photo (PLEASE LOOK AT PHOTO).  - Repairing this is a step in the right direction. ---------------
  

  
  ?Business Response-2. Uneven Distribution of Pebble Finish: We want to clarify that it is virtually impossible for the pebble finish to be unevenly distributed once it is mixed into the plaster. The nature of the plastering process ensures that the pebble mix is uniformly applied to the pool surface.
  

  ------ Virtually Impossible??? Then please explain why the bottom of my pool is stained in one area, and is white washed out in 2 other areas. IT IS NOT CONSISTENT. PLEASE COME BACK AND INSPECT YOUR WORK..........................------------------

  ??Business Response-3. Discrepancy in Leak Repair Cost: To address the leak around the pipe, we will drain the pool and seal it with new pebble material to ensure a proper and lasting repair. This process will be carried out promptly and efficiently to resolve the issue to your satisfaction.

  
  -------- Ok this is some headway to resolution. ??--------------

  Business Response-4. Faulty 3D Printed Returns: We understand the challenge of finding replacement return jet collars and the decision to have them 3D printed. Unfortunately, the returns you asked for are not in production anymore. To ensure you had to returns you wanted we had to 3D print them. The cost incurred for this solution was $450.

  
  ------ You should have replaced the entire housing not just the outer plate, had you done that newer plates would of worked. For a company that's been in business as long as you claim, you failed to do a proper pre-inspection of the pool. Had you done so in the beginning this would of been discovered they were actually a older above ground jet style, before you put the finish on the pool and the correct measures could have been taken to replace them. The $450 you paid to print the useless already failed jet rings was again another result of your own inability to manage a project properly.
  

  Business Response-5. Completion of Punchout Work: We acknowledge that all punchout work has been completed except for the leak around one return line. We will prioritize fixing the leak in accordance with our agreement to ensure that your pool is fully operational and free from any issues.
  

  ------ Again this is a proper step forward to this resolution.

  
  ??Business Response-6. Additional Decking Work: Regarding the installation of new acrylic knockdown texture decking on an area not included in the contract, we understand that you instructed our worker to proceed with the work. However, as this work was not part of the original scope outlined in the contract, there will be an additional charge for the extra labor and materials involved. We appreciate your understanding of this matter.

  
  ---------- Included in this message is a copy of the final invoice handed to me as I stated before I will be paying this amount - the amount for the pool leak detection. This nonsense of "I orchestrated the work on the outside deck by telling your employee to do so" Is the biggest load of revenge extortion I've heard from you yet. THE FINAL INVOICE issued in Sept 5 2023 includes no such charge, the decking was done in July. You only manufactured this charge and the lie that I told your employee to do so, only came up after I filed this claim with the BBB and left negative reviews on the usual sites. I hate that i have to explain this to you, but maybe it will help you in your future business dealings. YOUR EMPLOYEES DON'T TAKE DIRECTIONS FROM ME................... THEY ARE YOUR EMPLOYEES, THEREFORE THEY TAKE INSTRUCTION FROM THEIR "BOSS", that's you. So hypothetically speaking "even if I did tell your employee to do such work, they should have immediately called you, verified the scope of work, and gotten approval. That's how alternate work is approved, when a customer makes a new request on a job site. 2ndly as Stated in previous message I was not in the state when the work took place, so how exactly did I tell your employee to do this work?? If we go to court on this matter it will be upon you to prove that I did what you say I did. Good luck with that!!!! I will not be paying this fraudulent charge. -----------------
  

  Business Response - 7. Resolution and Additional Charges: We are committed to repairing the leak around the pipe and regrouting the skimmer as requested. However, please note that there will be an additional charge of $680 for the extra decking work that was not initially included in the contract. This charge reflects the additional labor and materials required for the additional scope of work.??We are fully dedicated to resolving these issues and ensuring your complete satisfaction with the renovation of your pool. Please feel free to contact us if you have any further questions or concerns, or if you would like to discuss any aspect of the project in more detail.?Thanks, Rav
  

   

  ----------My conditions are simple, Fix the leaking area around the pipe correctly, repair the grout around the skimmer box correctly, and sign a document promising to uphold the warranty, and in return I will pay the remaining balance on the bill handed to me in September which was $2454.80  minus the $350.00 I paid Red Rhino Leak Detection to find your faulty craftsmanship, I will also remove any negative reviews and I will end this BBB complaint process.  
  If Waters Edge would like to accept my terms and finish their work properly, they can reply here and then we can begin civil discussions via text and determine a exact date the work will commence on. These are the only terms I will accept, and they are more than adequate given the circumstances, Price, and nonsense i've had to deal with regarding this pool and deck resurfacing process.
  

   

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

  Business Response

  Date: 07/10/2024

  This job has been fully completed.

  Customer Answer

  Date: 07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  The Job Has been completed
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:02/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Description of the problems I encountered with Waters Edge representatives are attached.

  Customer Answer

  Date: 04/01/2024

  Hello, I am inquiring about the status of my complaint. I would like to engage in mediation with Waters Edge Pools or explore my options for other recourse. 

  Customer Answer

  Date: 04/10/2024

  Will you allow me to put my complaint as a review on their BBB profile?

  Business Response

  Date: 04/11/2024

  Thank you for reaching out to us regarding your pool pump concerns. We value your feedback and take every opportunity to address any issues promptly and professionally.
  Upon reviewing the details of your situation, we want to ensure clarity and transparency in our communication. We acknowledge that on September 6, 2023, we replaced the motor and two seals on your pool pump, which was completed to your satisfaction at the time of service.
  It's essential to note that during our visit, there were no reported issues with the pump beyond what was addressed. We always strive to provide comprehensive information to our valued clients, and we understand your concern regarding the recent leak in your pump.
  When our service technician revisited your property in February 2024, they identified a warped seal plate as the cause of the leak. This issue was likely exacerbated by a low water level in your pool, which can occur during extended periods of absence, such as when you mentioned being out of town. 

  Business Response

  Date: 04/11/2024

  Date Sent: 4/11/2024 11:59:41 AM
  Thank you for reaching out to us regarding your pool pump concerns. We value your feedback and take every opportunity to address any issues promptly and professionally.
  Upon reviewing the details of your situation, we want to ensure clarity and transparency in our communication. We acknowledge that on September 6, 2023, we replaced the motor and two seals on your pool pump, which was completed to your satisfaction at the time of service.
  It's essential to note that during our visit, there were no reported issues with the pump beyond what was addressed. We always strive to provide comprehensive information to our valued clients, and we understand your concern regarding the recent leak in your pump.
  When our service technician revisited your property in February 2024, they identified a warped seal plate as the cause of the leak. This issue was likely exacerbated by a low water level in your pool, which can occur during extended periods of absence, such as when you mentioned being out of town. 

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21340287
  
  I am rejecting this response because the complaint notes that I have *not* been away from my home. Additionally, the complaint notes that I was diligent about keeping water at an appropriate level in the pool and, further, that the seal plate was worn and not warped. I maintain that the service technician did not inspect the seal plate before putting it back onto the pool motor last September. 

  I maintain my request for a refund. 

  Sincerely,
  
  Tyra Blew

  Business Response

  Date: 04/15/2024

  The seal plate showed signs of overheating. The only way that happens is if the pump runs dry over a period of time. When we were on the original service call back in September, we did not note any defects with the seal plate, if there were any defects we would've informed the customer and made a repair.

  Customer Answer

  Date: 04/20/2024

   
  Complaint: 21340287
  
  I am rejecting this response because: 
  
  (A) No one from Waters Edge inspected the seal plate with me, either in September or January. I have attached pictures and yet no explanation for how overheating could cause the inner ring to be almost entirely missing. The company that I had replace the pool motor inspected the seal plate and said that it was unlikely that the wear and tear had been caused in the span of 4 months and that their opinion was that the problem was pre-existing. They also showed me other parts of my pool system that would have been damaged by the water level running low and they were not. (See my original complaint, also attached). 
  
  (B) The original explanation from Waters Edge was that the seal plate was "old and worn out." Indeed, that is the entire basis of this complaint. The explanation, provided *after* I refused to pay Waters Edge an additional $432 to install a pool motor that would carry no warranty, is self-serving, without evidence, and, indeed, with evidence to the contrary, given my consistent and repeated assertions that my pool has not run low. (My pool *has* begun leaking in the past month and I immediately noticed the drop in the pool level and did not allow the skimmer to run dry for very long. I work from home and hear the pool pump running every day -- I knew within an hour of the pump coming on that it was too low because of the sound. I never heard those sounds nor noticed too low of a water level in the 4 month period between September and January.)

  (C) The discussion of warranty terms provided by Waters Edge was unclear and conflicting. Nothing was provided to me in writing as to whether the service warranty was 30 days or 60 days and the representative I spoke with indicated both. She then indicated that I would be using my pool motor's warranty in the replacement, as if there had been a defect with the pool motor and not a defect with the seal plate. This was additionally confusing to me and eliminated any remaining trust I had in Waters Edge as a competent service provider. 

  (D) Waters Edge responses have not addressed the fact that I was yelled at when I simply expressed disappointment in replacing a pool motor so soon after spending hundreds of dollars. The email from ****** said that this was a tactic that some service providers use to avoid responsibility. Even if that was the intent of Waters Edge in this instance, it further validated that I should not have engaged this company to perform any services on my pool. 

  I would like a refund of $719. 
  
  Sincerely,
  
  Tyra Blew

  Business Response

  Date: 05/14/2024

  You have stated that you have purchased another motor from a different company. The motor that we installed had a one-year warranty provided. The company that sold you the new motor would've known that the unit we installed was still under the one-year warranty, they should've changed that motor at no charge. It does not matter which company changes the motor, as long as it's still under the one-year warranty period there is no charge. You may want to contact the company who sold you the new motor and ask for a refund. They will typically take your old motor and get it credited for a new motor at no extra charge from our distribution companies. We all use the same distributors. The first service call we had with you we did not detect any defects with the seal plate. Obviously between that installation and the seal plate leaking, something went wrong. Normally this is due to the pump running dry and losing prime.   

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21340287
  
  I am rejecting this response because:

  at this point I no longer accept that Waters Edge Pool is mediating in good faith and these responses are for no other purpose than delay.
  

  The email exchange with the manufacturer of the pool motor company says clearly that the warranty of the motor itself could not be claimed because it was the seal plate that caused the problem, nothing due to the motor itself. The continued assertion of a a warranty policy that cannot insure against the negligent inspection of the seal plate by Waters Edges technician is concerning. It would be warranty fraud for either Waters Edge or the service provider to submit a claim for replacement of the motor. I have established that with the submission of my original complaint (with the aforementioned email attached) months ago. 

   I would like my complaint to be made a part of Waters Edge BBB public profile at this time and I will consider my options for recourse in small claims court or whether I have any rights for monetary relief under the Florida Deceptive and Unfair Trade Practices Act. 

  Sincerely,
  
  Tyra Blew

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have given up on Waters Edge Pools. They have disappointed us again. In November of 2021 they completed renovating our pool with new pavers over an existing concrete deck and resurfacing the pool. The pool surface was not properly acid washed, leaving it with an uneven blotchy appearance. The office's remedy was for us to brush the pool and it would eventually even out. When this made no difference, they sent a tech out to spot acid treat the pool as much as they could without damaging the surface which made little difference.After more complaints and unreturned calls Rav, the owner, came to see the pool and decided this was as good as it will get and any further attempts would void our warrantee. Insisting it would even out in time, it did not. We were defeated and decided to live with what it looks like.Recently we responded negatively to a ******** post looking for pool resurfacing recommendations. This caught W.E.P.s attention and now they wanted to fix what they said can't be fixed. They sent a tech (who was here in the beginning) to drain the pool and polish the finish but he admitted this was not going to fix the shading so we decided not to have him continue.After more unreturned calls to Rav, we finally spoke and we demanded the warrantee be honored and reinstall the surface. Instead, he made an appointment for Friday 11/3/2023 and instructed me to call the office @ 8:30AM to firm up the time. Calls to the office went unanswered and were transferred to a voicemail that was not set up to take messages and no one showed up.If you don't want disappointing workmanship and poor customer service don't work with ********************** Edge **********************.

  Business Response

  Date: 12/13/2023

  I wanted to address the concerns you've raised regarding the recent work on your swimming pool and clarify some key points in relation to the warranty and the variations in the pool finish.
  Firstly, we truly appreciate your feedback and take all customer concerns seriously. We understand that the acid wash process might raise concerns about the texture of the pool. Our commitment is to ensure the longevity and quality of the pool surface. In line with this, a heavy acid wash might compromise the intended smoothness of the finish, which is a factor we consider to maintain the pool's usability and aesthetic appeal.
  As stated in the warranty, variations in the finish are within the normal range of expectations. When we had the pleasure of meeting with ************************* initially after the pool was filled, we discussed these variations. It was our understanding at that time that these were within the acceptable scope outlined in the agreement.
  Regarding the color choice, it was indeed presented to you both during the contract signing that a darker pool interior was an option. While you opted for the white finish initially, we respect your desire to explore other options after seeing our ******** posts showcasing pools with darker finishes. However, it's important to note that the variation concerns with the white finish surfaced only after exposure to these alternate color options, which led to the revisitation of the complaint.
  Our technical team, upon visiting your residence, confirmed that there were no issues with the pool interior. Please accept our sincere apologies for any inconvenience caused by the closure of our showroom on the Friday in question. Unfortunately, unforeseen circumstances led to this temporary closure, and we regret any inconvenience this may have caused in addressing your concerns promptly.
  In conclusion, based on our assessments and discussions, there are no structural or functional issues with your existing pool interior. We want to reiterate our commitment to ensuring your satisfaction and would be more than happy to discuss options for a pool redo, including the darker colored pebble finish you've expressed interest in, similar to what your relative has chosen.
  Your satisfaction remains our priority, and we're dedicated to finding a solution that aligns with your preferences and ensures the beauty and durability of your pool. Please do not hesitate to reach out to discuss this matter further or to schedule a meeting to explore the available options.
  Thank you for your understanding and continued trust in our services.

  Rav Sidhu

  Customer Answer

  Date: 01/22/2024

  Thank you for your response but the some of the points you are making do not apply to me, you may be confusing me with another complaint.
  The primary issue is the uneven shading caused by the Portland cement (?) not being evenly acid washed at install as explained to me by your tech when he tried to correct the problem soon after install.
  It seems that a portion of your response put blame on me for choosing a light-colored product that you offered.  Perhaps you shouldnt offer an option that you have problems installing.
  In conclusion, what prompted me to write this complaint was your last commitment where you made an appointment to come and magically correct a problem that you had already deemed unrepairable but then never showed, never called, appeared to block my calls and was never heard from again.

  Customer Answer

  Date: 01/23/2024

  Date Sent: 1/22/2024 8:04:09 PM
  Thank you for your response but the some of the points you are making do not apply to me, you may be confusing me with another complaint.
  The primary issue is the uneven shading caused by the Portland cement (?) not being evenly acid washed at install as explained to me by your tech when he tried to correct the problem soon after install.
  It seems that a portion of your response put blame on me for choosing a light-colored product that you offered.  Perhaps you shouldnt offer an option that you have problems installing.
  In conclusion, what prompted me to write this complaint was your last commitment where you made an appointment to come and magically correct a problem that you had already deemed unrepairable but then never showed, never called, appeared to block my calls and was never heard from again.

  Business Response

  Date: 02/29/2024

  Thank you for sharing your concerns, and I genuinely appreciate your patience. I understand that the uneven shading on your installation has been a source of frustration, and I want to assure you that we take your feedback seriously.
  I'd like to shed some light on the situation. The white finish you chose is indeed a beautiful and popular option. However, variations can occur, and it's not uncommon with this type of finish. In fact, our warranty documents acknowledge this to set the right expectations.
  I sincerely apologize for any miscommunication regarding the attempted correction, and I understand the disappointment caused by the missed appointment. We value your opinion regarding this concern. 

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24, 2023, I signed a contract with Waters Edge Pools to have my pool resurfaced for $7550. At that time I made it perfectly clear and was assured by Rav (owner), that the resurfacing would be completed by the end of April. On May 1, 2023, no work had been started and I called Rav to ask why. He told me his men will begin work on my pool on Friday May 5th and Saturday May 6th and the job would be finished the following week. No one showed up to work on those dates. I called Rav on Friday afternoon May 5th, and was told a man will arrive on Monday (May 8th) to drain the pool. Monday morning Rav calls me and tells me the man will now arrive on Tuesday to drain the pool. On Tuesday a man arrives and drains the pool. He tells me the "Prep Crew" will arrive the next day to begin work. No one arrives the next day. On Thursday, Rav calls and tells me the prep crew will arrive around 10AM, which they did. They began prep on the pool, but did not finish the prep. They told me they would return the next day, (Friday May 13th). However, No one shows up to work on Friday. Rav doesn't even call to give me an update. I am very dissapointed in Waters Edge Pools. Even though they were not the lowest bid, the main reason I signed a contract with them is because Rav appeared to be trustworthy, and told me he would finish the job before the end of April. I could have hired several other companys at a lower cost and a completion date of April 30, but signed with Waters Edge Pools, its obvious I should have gone with another company. The attached photos is my view from the rear patio, disgusting. Today is the 12th day past the date that Rav assured me it would be completed I need my pool resurfacing completed as soon as possible. Hence, I hope this complaint will assist in the forward progress of the pool resurfacing.

  Business Response

  Date: 06/16/2023

  *****, every other company you approached were doing a quartz finish which is why the price was cheaper and they also couldn't start for 4 months. Once we started the job, we stayed in direct communication with you. While the job was proceeding you kept calling and using vulgar language and pressuring to do the job your way which would have damaged the final install. The language you and your wife were using over the phone, no one would have tolerated. The way you talked about the plaster crew had racial overtones and is not acceptable at all. Once the project was complete, the pool leaked. We sent leak detection out there and fixed leaks that were present before we started at no extra charge to you. The pool is plastered and filled and job is complete. Project is closed. 

  Customer Answer

  Date: 06/20/2023

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

  I have no idea where you are getting your information from! Every other company gave me the option of Quartz or Pebble based plaster. You promised me you would have the job completed before the end of April 2023. On May 1st I called you and asked when you will begin the job, you replied, later this week, but you did not begin draining the pool until May 10th!!! After that there were many delays in your crew showing up for work.
  The “5 day job” took until June 3rd to finish. A total of 24 days since you drained the pool, If I had never called you, it still would not be started!

  On Friday May 12th, your crewmember reported he was finished undercutting the waterline tiles, and the pool was ready for resurfacing. I informed you it was not undercut correctly, in the manner in which you had previously described, and that more undercutting was needed prior to applying the plaster. You said the crewmember sent you a photo of the undercutting, and that the pool was ready for plastering. I then sent you MY PHOTOS, and you replied in email, :"*****, my apologies. These are not the pictures I got. I will confirm when we are coming back. I understand why you was upset now. It did not make sense, from the pictures I received. Again my apologies.” It took over a week for a crewmember to return and finish the undercutting. Had I not brought this to your attention, the plaster would be falling off the pool in a year. No wonder I used foul language on the one phone call!!!

  
  I NEVER had racial overtones during our phone calls. You are trying to place the onus on me instead of addressing your own shortcomings. In fact, many of your own crew don’t like working for you.
  You wrote about my wife, I am not even married!

  
  The pool did not leak before you began the job. Your leak detection person did not even use a compressor or air tank to search for leaks, she had to surface constantly to breath. She visited my pool a total of 6 times, and could not stop the leak. Every other company uses an air compressor to stay underwater while searching for, or repairing leaks. Of course, your leak detection person would not place the blame on your company, but place the blame on the homeowner. It had several large leaks after you finished. I had to hire my own leak detection company to find and stop the leaks at a cost to me of $450. He determined the leaks were caused by your crew not installing the drain rings correctly, which he finds on many of the pools your company plasters.

  
  Here’s a list of events that occurred after my initial complaint:
  1. Grass killed on left and right of side of house due the pumping acid wash directly on my grass and my neighbors grass. A total of 300 sq ft of grass has been killed. Why would a crewmember do this???
  2. Three screens broken.
  3. Plaster inside of return tubes. How can a crewmemberr get plaster inside the return jet???
  4. No power to Spa jets due to tubes being blocked by plaster.
  5. Severe leaks in pool. Pool looses 3 inches every 12 hours. These leaks have been repaired by a leak detection company whom I hired at $450.00. It is still unknown how much my water company will charge me to daily refill the pool due to the leaks.
  6. Fluid Spill in street where mixer truck was parked. This spill was powerwashed but still remains as an eyesore.
  7. Hose box damaged by crewmember yanking on hose. I repaired this myself.
  8. Plasterers plastered completely over a return jet!!!! When I called and spoke to Rav’s wife I asked her how this could happen? She answered, “I have no idea” and gave the phone to Rav.

  
  I wish I had hired one of the other companies to resurface my pool. After these issues occurred, I researched your company and found that had seven different complaints listed on the BBB website.
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Waters Edge Pools resurfaced, retiled, and installed concrete paver decking to our residential pool beginning in December of 2021 and finishing in January of 2022. The work was completed to some level of satisfaction and final payment was made on the date of completion. The total amount of invoiced work was $24,842 and was paid in multiple payments at pre-defined project milestones.Shortly after completion (late February) we noticed a crack in the plaster that ran the length of the pools sundeck (approx 7 feet). This crack became very pronounced (white in color) as the plaster materials degraded at the site. We contacted Waters Edge and Rav (owner) wanted to come out to see the damage. Upon arrival, we agreed it was unfortunate and that they would address it in short order. Also noted at that time was that we were losing water at a noticeable rate - approximately 1-2"/week, which would be addressed with repair of crack.Since late February we've called the office no fewer than 2 dozen times (documented) to address this issue. We've had only 3 notable interactions with ***'s team. Someone stopped-by (July) in effort to seal some of the leaks, but to no resolve and with a secondary problem created - a bright white grout was used. A leak detection guy was here in August to confirm that the water loss was coming from behind the tile line and was significant. Additionally we had a tech here recently to confirm that the plaster was delaminating from the pool shell and the pool needed to be drained and overhauled, not patched, and the tile all needed to be regrouted.We've chased Rav and team for 9 months and have had no meaningful resolve. We've fielded many excuses (COVID, backorders, staff accidents, etc) and had many no-shows to the extent that we don't believe this will ever be addressed, or that it will be done-so in a satisfactory manner. We'd like a refund for the plaster and tile work ($9145) so we may pursue another company to fix/redo the work.

  Business Response

  Date: 12/12/2022

  *****, we are deeply sorry for the delays. The owner actually has not been in the office as he has been out for a family passing. He has everything on the schedule now to be completed before Christmas. It will most definitely be done by then. Thank you