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:12/23/2024

  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.

  I used Xclusive for my pool installation, and they have not paid a subcontractor. I used a loan company to pay them in full, and they have received all the money but still have not paid their subcontractor. I have a "waiver and release of Lien upon final payment" from Xclusive and the sub contractor was still able to put a lien on my home. I have tried many times as has the loan company to work this out with xclusive and we have been ignored and told the owner Filipe will call us back and he never does. I have spoken with the sub contractor and they are understanding to my situation but do want to be paid. Id like to solve this matter but feel lost at next steps.

  Customer Answer

  Date: 01/06/2025

  I would be shocked if you hear back. Myself and my loan company have been trying since March of 2024. 
  

  The secretary always just says shell have him Give me a call or email back. We both have never heard from him.

  When I first got the lien notification, he told me he was going to take care of it never did. 

  Business Response

  Date: 01/17/2025

  Customer has finalized payment thru finance company and subcontractors has been all paid. We will contact them again to see what is going on their part. 

   

  
  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22715313
  
  I am rejecting this response because they have not paid a sub contractor and I have a lien on my home due to it. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 01/21/2025

  there should not be anything against customer from us or any subs. If there is they will have to take care of it. We will look into that now and if found will make them clear it all. 

• Initial Complaint

  Date:09/26/2024

  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.

  In 10/22/2022 we signed a contract with Xclusive Outdoor Living. It was for an outdoor project including adding a spa to an existing pool we had, also adding some water features to the existing pool. Also a sunken and a fully outdoor kitchen. It has been almost two years and the project is not even at a 50% completion. Whatever was done was done incorrectly talking about structure a really poor quality of construction. We were patience enough until we decided to contact some legal advice and we found out that he was not licensed to do the job. He had a contractor license residential, but not a pool/spa license. He was pulling permits from the city of *******.

  Business Response

  Date: 09/30/2024

  Homeowner contracted us to do a backyard remodel on October 2022. On April 2023 one permit was issued, June 2023 other permit was issued, and Aug 2023 last permit was issued. All permits were pulled thru city of ******* with all different active licenses. We then started their backyard remodel. Construction took longer then expected as explained to homeowner in multiple phases. All work has been done to code and inspected by city for compliance with correct building code. By  July on 2024 when we were about to install the deck homeowner did respond to any of our messages making us not able to continue with finalizing the project. We have been unable to so anything since July of 2024 when we found out homeowner is wanting to cancel contract.

   

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Xclusive Creation Corp does not provide a construction schedule with dates, which is a standard practice at many other pool companies. After sending them screenshots of construction schedules from another pool company, their response simply was “We do not provide dates because Our schedules change daily”. For that reason I cancelled my contract with them even before they began the work. We signed a cancellation agreement on Feb 15th 2023. As per the agreement the refund amount they Ove me is $4947.35. Now they are not issuing the refund in-spite of signing the agreement. They want me to give them a W9 so they can expense my refund and I have to pay taxes on my refund amount, which makes no sense. We notified them that we even spoke to a tax attorney who told us that W9’s should not be given for refunds. Their email response to that was “If we do not give them a W9 it will take them a long time to process our refund”. It’s simply an excuse to not process a refund.

• Initial Complaint

  Date:07/12/2022

  Type:Product 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.

  In May 2021 we signed a contract with Xclusive Outdoor Living for the complete installation of a fiberglass pool. They had started to dig the backyard in November 2021. The contract says that the installation process takes anywhere from 8 to 12 weeks plus additional time may be necessary for paver installation. It has been 7 months since the start of the project and the pool is still not complete. During the process, one of their employees defecated and urinated in our backyard and until now they have not done anything to remedy this, although it was mentioned several times. This shows extreme disrespect to us as customers. Then, after they installed the pavers, the pool collapsed and cracked throughout the entire bottom of the pool, making thousands of gallons of water drain out into our soil and possibly underneath our house. After several weeks, they got the pool manufacturer to resurface and repair the pool. Then they reinstalled it and now something similar is happening, in that the pavers are sinking into the ground leaving holes on the border of the pool causing further damage. You can see in the one corner of the pool there is no concrete underneath the pavers to support them. Xclusive is extremely unresponsive to our requests to speak with someone in management, and to send a professional to evaluate the work. They come on a very inconsistent basis. Sometimes they work a few hours a day, other times, less than an hour. We have been paying them properly according to the contract, except the final 2 payments due to their incapacity of properly installing the pool. Payments were made on these dates: 05/24/2021, 12/23/2021, and 02/04/2022. We have paid them $28,114.80 so far. We feel that we have been take advantage of by this company for being patient and understanding. However, we can no longer wait for a response or action from them. Furthermore, we absolutely shouldn't have to pay anything at all, due to the unprofessional and poorly done service.

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/07/19) */ Xclusive installed a fiberglass pool in the******* residence and unfortunately the pool failed and cracked in the bottom, which we contacted manufacturer to come take a look and warranty and fix the issue. Few weeks later they came and fixed the issues and we resumed the work. A few weeks later, unfortunately a pipe from the pool broke due to the heavy machines there fixing the initial problem, which we have already opened and pin pointed the problem to be able to fix it. We are now in the process of fixing that which would be one of the last steps to finalize this project. Unfortunately due to this pandemic, things have been going slower then usual with materials and sub contractors. But we are doing out best to finish these last couple steps and turn in the project to the****** family. We have also added as a bonus for all these issues that happened, a full landscape (which was homeowners responsibility.) We are doing all we can on our part to finalize there project as soon as possible, and has always been there to solution any issues. Consumer Response /* (3000, 7, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) It will be 15 months since we signed the contract with Xclusive. With all of our patience during these past 8 months of construction, all of the incidents that have happened, the complete lack of communication on Xclusive's part, and all the time we have been without even being able to go in our backyard, we are entitled to more than some landscaping. That we can do ourselves! We feel like the project was not done properly in the first place, otherwise it wouldn't give space for so many issues to happen to begin with. We never saw an engineer accompanying the project or checking the work at least periodically. We can't say that if we accept this pool when they are finally finished, no other or similar issues won't happen again. We honestly don't feel safe stepping on the pavers since one of the workers was walking and the paver fell into the ground. We can't guarantee that the same thing won't happen in the future when us or our 3 year old are around the pool. We are no longer willing to pay full price for a refurbished pool. The contract says we would be getting a brand new product, which is not what we have, since it has been repaired a few times already and still not finalized. The pool now is sitting there with dirty stagnant water with animals inside. We are extremely unhappy with this entire process and project. We no longer have interest in the pool. We would like to have our money back and if for that to happen the pool needs to be removed, we will accept it. Business Response /* (4000, 13, 2022/08/17) */ Xclusive spoke to the****** Family about these issues and are on top of this to get it resolved as agreed per them. We are now in the process of finalizing it which would be one of the last steps to finalize this project. We are doing all we can on our part to finalize there project as soon as possible, and has always and will always be there to resolve any issues. Consumer Response /* (2000, 20, 2022/08/29) */ The owner Felipe finally addressed our concerns and came to visit our property. He told us what the next steps would be. We hope to be able to resolve this issue completely without any additional third party intervention. We will work with Felipe directly as he has set forward.