ComplaintsforArtesian Pools, Inc.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We signed a contract with Artesian Pools to build a pool which included a screen enclosure in 2020, permits were pulled September 2020. The subcontractor, Mr. David C******* C******* pulled the permit for the screen enclosure on March 17, 2021. The screen enclosure was built and inspected in May 2021. The screen enclosure failed inspection on May 14, 2021. We have been following up with Artesian Pools repeatedly and have been speaking to and e-mailing Stephanie and even complained to Scott. We love our pool, but are super frustrated that we've been following up for over one year and keep getting the same excuses: 1) The subcontractor is waiting on engineering to update the drawings, 2) paperwork is being submitted to the County. As of November 16, 2022, our screen has not passed Orange County inspection. We would like Artesian Pools to ensure our screen enclosure is prioritized, paperwork filed with the County and ensure it meets inspection.

  Business response

  11/18/2022

  Artesian Pools will certainly follow up with the screen contractor to get this permit prioritized and final inspection complete. Unfortunately, only the licensed screen contractor can submit the paperwork for permit and or renewal of an expired permit. I personally called the screen contractor, Dave C******** today November 18, 2022, and have been told everything has been submitted to the county and he is just waiting for the permit renewal to be issued. Once issued, he can call in the final inspectin. Artesian will continue to follow up with this screen permit issue until it is resolved. Keith C*****, President, Artesian Pools Inc

  Business response

  01/05/2023

  Artesian Pools will get this resolved. Unfortunately, we don't have a screen contractors license to handle this ourselves. We are in contact with the Screen Contractor and they understand and are in the process of getting this handled. I can't tell you what's taking so long in the permitting process. Artesian Pools is as frustrated as our client with this situation.

  Customer response

  01/10/2023

  
  ---------- Forwarded message ---------
  From: ******** ****** 
  Date: Mon, Jan 9, 2023 at 12:38 PM
  Subject: Re: BBB Complaint Case# ******** *********************************
  To: Better Business Bureau
  
  
  Good afternoon,
  
  Thank you for your help. Artesian's subcontractor resubmitted the paperwork and passed the county inspection as requested in my original complaint. My complaint is resolved and I am satisfied with the action taken by Artesian Pools.
  
  Thank you,
  ********* *****

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Marin\Bettis pool contract signed on 10/02/20. Our pool was completed mid November 2021. On Oct 25, 2021 my husband noticed a crack in back structure of the pool and sent an email for repairs we also had issues with the layout of our Travertine. Which was a 2k upgrade we spent a total of around 51k on the pool. We have sent multiple emails to get the crack fixed which has now become a lot worse causing our deck to be uneven and now and a major safety hazard. Finally after over a dozen emails someone finally came out June 8th and we were scheduled to get the crack and deck leveled on June 27th. After my husband waited all day at home today no one showed up. This is our major concern to get fixed as it is now becoming a safety hazard. We are scared this crack will crack into the pool causing the pool to leak. Our upgraded travertine looks like a 5yr old put it down and they laid out cracked travertine. When we got the our travertine delivered they were no flaws on them. The company is telling us that is is cosmetic. With an over 2k upgrade there should be no flaws. It's is not our fault when they cut the travertine they damaged it and this is how they laid it out. We also noticed our driveway is sinking after they took them out to lay the electric. The company has been notified of all these complaints and has yet to resolve them. We have given them ample time to get these items resolved.

  Business response

  08/17/2022

  Business Response /* (1000, 8, 2022/07/14) */ To Whom it May Concern, Artesian Pools is in the process of making all necessary repairs to the crack in the wall and the issues with travertine and pavers on the driveway sinking. We hope to have everything resolved by the wend of the week of July 18, 2022. Artesian Pools Consumer Response /* (3000, 10, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nobody showed up today, July 18th to complete the repairs Artesian stated they would in their response. Still waiting for our claims to be completed. Very unreliable company. I sent them an email today for an estimated arrival time and got a response that they are working on getting the materials. Wouldn't you think if they are scheduling something that they would have the materials. Poor communication on their part and another day wasted waiting on them. Business Response /* (4000, 12, 2022/07/19) */ Artesian Pools is in the process of making all repairs for the client. Our response indicaed that we hope to be done by the end of the week of the 18th. Consumer Response /* (4200, 14, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The email you sent me stated the paver company would be out on the 18th to level my deck. Business Response /* (4000, 17, 2022/07/21) */ Artesian Pools is in the process of making all necessary repairs. The travertine decking material, which is normally available the next day, wasn't for some reason. I assume the distributor had to have this shipped in from another location. Our deck contractor has told us they will be on the jobsite tomorrow, July 22 to start the repairs. After this repair, we can then make the necessary repairs to the rear wall that was cracking. Artesian Pools will not be responding any more on this situation through this Better Business Portal. The repair is in progress and the homeowner can speak with our construction department directly.

• Initial Complaint

  02/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Artesian Pools, Inc. has refused to the remove left over construction trash (approx. 6-8 cubic yards) which has been sitting in our neighborhood common space outside of our property line. Project has been delayed approx. 2 months however they refuse to remove trash until the end of the project. Trash has accumulated since October 2021 (4+ months). Currently, there is no ETA on project completion. There is no supervision on site which allows vendors to create poorly placed trash piles . Spa specifications were not built per design (4 inch short on width) and mention of this was brushed aside with no resolution or solution proposed. Received messages that project would be delayed if payment was not received. Sent 98% of total balance and still no movement.

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/02/14) */ The Valencias are upset because of the timeframe of their pool, which I don't blame them. Unfortunately we are at the mercy of supply chain shortages for screen material or we would be able to provide a timeline for completion. What I can tell them is we are close to finishing. Even though our contract allows for passing along price increases, we have not done this, but we certainly can. As far as the final grade and cleanup, we do this once everything is complete, so that we aren't sending and paying for this cleanup multiple times during construction. After meeting with the Valencias, we had someoene pick up as much of the trash that we could by hand without the use of machinery (which comes at the end). At the meeting the spa was discussed, and wasn't a problem and in my opinion is within construction tolerances. The pool looks great, which the client agreed. Our contract clearly states how disputes are handled, and how contracts with costruction not started within 90 days of signing are subject to all price increases.

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