ComplaintsforEssig Pools

• Initial Complaint

  05/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Essig Pools was hired to do a pool in my backyard. Now I have an uncomplete job after full payment has been issued to the company. Some of the issues include many broken tiles and a broken skimmer. The company also never got final permitting from the city, even though they were paid in full to do so! The pool was supposed to be completed by December 18th and it is now May 5th. The first payment was made in January 2021 for a consultation. Since that date, several payments have been totaling well over $175,000.

  

  Business response

  05/24/2023

  
  

  I am writing to inform you that we have been in communication with **************** regarding his complaint and are working to resolve any concerns he has.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My spouse and I signed a contract on December 2, 2020 with Essig pools. Our pool hole was dug on October, 2021, and to date no other progress has been made. The pool company keeps giving us the run around and has stalled all further work in our home, despite being paid timely and as agreed. To date we have paid about 30k.We are in dire need of assistance to get the project finished or to see if there is any other solution to this problem.

  

  Business response

  04/25/2022

   

  RE: Abeldqader

  Good afternoon:

  The project ********** contract was initially signed December of 2020.  It took almost 10 months between engineering and permits before we were able to start the project, (cities sent the employees home, and engineering was slowed to a crawl due to lack of employees, all due to COVID). The statement made that we Essig Pools have not done anything since the pool was excavated is not correct.  We have completed the following: excavated the pool, formed the pool, installed the rebar, had the work inspected, applied shotcrete so that we have a concrete structure, install the pool piping, had it inspected, installed the coping and tile, and just completed the deck with retaining wall, (retaining wall and deck material both delayed).  Our next process is to get the pool area and access area cleaned up and all debris removed so the owner can get their fence work, and landscaping completed. Depending on when the fence and landscaping is completed we should have this project finished in the next 3 to 4 weeks.  Once the fence is completed we will need to get the area inspected by the city to insure it meets the ***************************** Safety act. Once this is passed we can then apply the interior surface and start filling the pool.

  I do not fault the owner's for losing faith and their patience, and I do apologize.  This is not normal, however, most the delays are beyond our control.  Just for instance, I have pumps and filters ordered since last July, we were just made aware that we "might" receive the order by May.  This has been the most arduous time I have ever had in my 45 years of constructing swimming pools.  Between the labor shortages and material shortages it has been extremely frustrating. 

  ****************************                                                                                                                                                                                                                Essig Pools Inc.                                                                                                                                                                                                                    General Manager                                                                                                                                                                                                                  *********************                                                                                                                                                                                                                  

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contracted Essig pools to build a commercial spa for us. They broke ground on the project October 2020 and we've had nothing but troubles. Over a year later we still do not have a permitted spa and Essig is completely non-responsive to our inquiries - they don't respond to phone, email or text. We can't get any information from them about what is outstanding or what needs to be done to complete permitting our spa and they've demanded final payment without any indication of when this project will be completed.

  

  Business response

  11/24/2021

  Business Response /* (1000, 6, 2021/11/17) */ This project has been a challenge from day 1. From permitting issues due to the fact that the spa was being built in a parking lot of a Condo Association and no address was available for the spa for a long time, to equipment supply issues with Covid. Not to say everything was smooth on our part, but there were significant delays awaiting the Association to complete the spa safety barriers which had city inspections on hold. We had long delays in receiving handrails and specialized electrical components which prevented calling in inspections. Once we obtained those items, we called in the City inspections and have passed the plumbing, electrical and building permit final inspections. The city Building permits are all closed. After the City permit is closed, inspections need to be performed by the Department of Health, since it is a commercial spa. We requested the DOH inspection shortly after closing the City permits, DOH then had to work us into their schedule. A DOH inspection was performed in October and failed for 8 items. 4 of which are the responsibility of the Association. Fence not to code, no shower installed, water chemistry not at proper levels, and no clock installed. Essig also failed for 4 minor items which we are addressing. The spa has been plastered and filled up with water since June and it took a few months to complete all the City inspections for various reasons. I've been in communication with the Condo Association, we've discussed what needs to be done on both ends. When those items are completed, we will recall the DOH inspection. Regarding the final payment, it is typical to receive the final payment when the spa is plastered. The plaster crew asked for the check as normal in June, and when the Association stated that the final payment was not due until the DOH inspection was passed as per contract, we agreed and have not asked for payment since. There have been challenges on both sides with this project, we are right at the finish line and should cross it soon. Consumer Response /* (3000, 8, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is 100% denial for the contractor's own responsibility on the project. First, the permitting application process happened before the contractor broke ground on the project. This was not included in our complaint about the project taking over a year. The complaint is limited to the time period where the contractor showed up October 2020 and started digging in the rain, breaking power lines, water lines, and cable lines in the process. This led to immediate increases in our cost, since we (the customer) were responsible for repairing their damages. Also, communication has been nonexistent throughout the process. The only way we received responses is when we had our attorney reach out or following us filing a BBB complaint. Finally, we are not a pool builder - we are an association of townhomes that contracted a pool builder (Essig) to build us a pool in a common area on the property. Any delays or outstanding items on our part are because Essig never communicated that we needed to take action or complete a task. A great example is the issue with our pool gate opening the wrong way - how were we to know which way that shoudl be installed? Why didn't Essig provide input on how to do that? We've been left to manage this project ourselves (no project management from Essig). It is totally absurd and we still don't have a finished project. And claims of backordered parts are not acceptable. They broke ground October 2020 - parts for the project should have been procured then. Instead, Essig ordered parts as the project progressed (one at a time) which greatly extended the duration. In recent communications they promised us a list of outstanding items (we had to follow up multiple times before they actually provided it) and to come this past Tuesday to close out all open items on their end- they did not show up or finish the work. This company has horrible communication, follow-up, and project execution. They should not be permitted to build pools in South Florida. Business Response /* (4000, 10, 2021/11/23) */ It's unfortunate that we are going back and forth on this but I need to clarify a few things. Any time a contractor is doing an excavation they are required by law to call Sunshine811 to locate underground utilities. Obviously the Contractor would normally not have any knowledge of underground utility locations. The Contract states that if there are unknown underground lines that get damaged, the Buyer is responsible for their repair. It's unfortunate, but if the buried lines are unknown, the repair is not a cost that would be included in the Contract price. We called as required, they came out and only marked a location of the FPL line, which they marked outside of the excavation area, turns out they were marked wrong by Sunshine811 and hit during the excavation. Additionally there were other underground utilities that were in the area and not marked, they were also damaged. If the Association had knowledge of the buried utilities they could have relocated them prior to the excavation, but usually they nor us know about them if they are not marked. Again, it's unfortunate but it is not negligence and the Associations responsibility to repair. It doesn't matter the that hole was dug when it was raining, rains all the time down here. The problem was that one of the unlocated utilities was a storm drain pipe for the roof gutters, which was also damaged, that filled the hole up with water and created cave in conditions. I'm not sure why we are being blamed for an incorrect fence installation. We did not install the fence, the Association hired a fence contractor to do the work, if they did it wrong, it has nothing to do with us. Our mechanic did show up on the Tuesday in question. He modified the spa jet air venturi's and required signs, new labels on the chemical crocks and installed a fitting on the static line. He was not able to complete moving a pipe and a vacuum breaker install, which is rescheduled. Regarding communication, we were advised to communicate with the Association's Secretary, George. We have records of contacting him 19 times between 10/16/20 and 6/11/20 to give an construction update. 5 of the calls reached a voice mail (1 time it was full) where we left a message. After the actual construction was done and the spa filled up, the communication was reduced and we failed to return some calls and emails, which was a mistake on our end. We have two minor items to address, and when the Association completes the items they have, we'll be able to call the last inspection and close out the permit. Consumer Response /* (4200, 12, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, this is unfortunate. But let's state the facts about the initial dig. Essig did show up to begin digging in the rain. After beginning the dig they quickly hit utility lines. Instead of stopping the dig, they continued in the rain and destroyed additional utilities. Had they stopped and inspected the area they dug, they would have seen the additional utilities and been able to avoid additional damage. Blame for fence installation is not correct- blame is being placed for inadequate project management and consulting throughout the project. Essig should have been aware of all health department requirements necessary to pass inspection and provided us with guidance on our responsibilities to ensure we met codes - they did not. There are more examples of ****** reaching out to Essig to check status or follow up with no return response from Essig. As a business that installs pools, Essig has failed to deliver their obligation in a reasonable manner.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This contract was signed late December 2020 and they started digging the pool late July (7/20). Since then, this company's execution has been poor (lack of communication, workers drinking beer on the job, several weeks without working on the project, etc.), the electrician came in 3 weeks ago and did a partial installation on the lights and left them rights on the box exposed to the weather. I shared my concerns to both the project manager (Who agreed with my concerns 100%) and also called the general manager and the only excuse I received is we are working on the middle of COVID. the last team that came over to prep the ground for the decking damaged one of the pipes from my sprinkle system and my father pointed out, but they left it like nothing was wrong and I had to get the community landscaping company to fix it. They now skipped last week from working and so far nothing this week. I want them to finish my project on a timely manner or let me know to get someone to complete it.

  

  Business response

  11/10/2021

  Business Response /* (1000, 10, 2021/10/27) */ This customer filed the complaint prior to speaking to me on the same day he filed it. We went over everything including specific issues with his project, the challenges associated with Covid and the world wide pandemic. The consumer was satisfied with our conversation and agreed to remove the complaint when he would be contacted by BBB by phone for follow up. I contacted BBB to explain this, they explained to me that they never call a consumer, but he could write to them and request that he did not want he complaint to be visible. I called the consumer again and explained this to him. He told me he had just received paperwork from BBB and would reply and ask that it not be visible. I guess he hasn't had a chance to reply to it yet or BBB hasn't processed it yet.

*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. ↩