ComplaintsforCox Pools

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  New Swimming Pool Installation Project began 3/24/22 Paid in excess of $50,000 On first day of on-site work (3/24/22), the excavator cracked rear patio slab (which was to be removed and replaced by pavers, lifted sliding door (as I stood there), breaking pieces and pulling them away. UNAWARE that slab was directly connected to the foundation UNDERNEATH our home. When the lifting occurred, they they stopped for a bit. BUT removed large chunks from the outer edge of the home which supported the exterior brick. The mortar along the entire first course of brick along the back of the house was cracked, our kitchen window pulled away from left side frame, and sliding door was left without support (door now closes on angle) - the brick below it was literally sagging. We have several pictures of all of this. We asked about structural damage and were told "you're fine" - "not a problem". Was told there would be a "brick guy" to come and make proper repairs. Even was told they had reached out to a masonry company. Never saw any "expert". All that happened was some mortar caulk was poorly placed along the first course of brick mortar (pictures of this too). And pavers were put in place. ALSO, our driveway was a typical older, cracked driveway, but was level. But, their equipment crushed the end of driveway near the house, causing parts to lift up, very uneven, damaged, and now holds water. There were other smaller issues, but those were addressed (sewer line breaking through on first day/irrigation lines broken/paver drainage). All in all, we are very pleased with the outcome of the pool itself. BUT, we have concerns about the structural issues along the rear of our home as well as the driveway. An email was sent on June 1, 2022 after completion of construction, detailing our concerns. I know it was received and supposedly delivered to the owner. Never received a reply. Sent a follow-up email on June 22, 2022. Still no response.

  Business response

  08/09/2022

  We strive for every pool constructed by us to go smoothly for the customer, including disrupting any property as little as possible. We hate to hear of the unforeseeable events that happened during the construction of your pool. It does state in our contract that on some instances these things do happen in means that are out of our control. Our sales consultant notified the customer that her driveway was already cracked, and that she should expect it to crack more during the construction process prior to any work being done. The driveway received additional damage due to us having to remove the customers palm tree so we could have access to construct the pool, we did this as delicately as possible with a large palm tree. The additional weight of the palm tree and excavator was a stressor on the already aging driveway. Again, the customer was made aware before work began that this was probable. As part of the build (that the customer agreed to) the rear patio was removed. When removing the patio we noticed that at the time of the house construction there was not a brick footer poured as required. This did cause some of the brick trim under the threshold of the patio door to lift up. The concrete patio was not connected to the house slab. The "exterior brick" she mentioned should have had a footer to support it, not the patio,... that was out of our control and should have been addressed at the time of home construction. We do apologize for any angst the issues with construction caused the customer. Again, we always strive to make the process as easy as possible. In this situation I believe the issues were dealt with in the best way possible given the situation that was dealt us. We have been building residential and commercial pools for over 60 years, and rely on our upstanding reputation. We thank you for reaching out and giving us the opportunity to explain the situation discussed prior to construction and items discovered during construction.

  Customer response

  08/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response received is filled with a great deal of colorful verbage, but totally lacks taking any responsibility.
  
  Yes, we were told that the driveway may crack some more - but did not expect that it would be damaged to the extent that it was so much so that it has to be repaired. Not asking for a new driveway, just to fix the damaged area.
  
  And for the rear patio area/brick... We are home owners - not construction experts - and did not build the home. We only expect that experts who do this type of work on a daily basis would have a better understanding of what they are working with. Our consultant was unaware of how the patio was connected to the home until they began removing the patio. At that time, there were concerns (from the consultant and others present) as to what they were working with - but they kept removing concrete. The excavator LIFTED the sliding door as I stood inside and watched. Scared the heck out of both of us. Again. We want to be assured that our home is structurally ok as well as looks professionally complete as it did prior to when they began the work. The first course brick mortar crack is an eyesore - and pretty sure any other homeowner would expect the same to be repaired.
  
  Finally, we love our pool, just very disappointed with the seemingly lack of care with regard to damage and shifting it all back to being our problem.

  Business response

  09/09/2022

  Please see attached contract copy, credit addendum for $1000 (this was deducted already from the amount the customer paid) and pool school documents and release form signed by the client. I do not have anything to add to our prior comments except that we did move the tree at her request at no charge, and we regraded her yard at her request at no charge. We have been to her house other times since this report and she always states how much she loves her pool. We did not build her home and are not responsible for errors made in her homes construction. We can't see through brick or concrete and would have no way of knowing that part of her home was not adequately constructed until we started our construction process. We have gone above and beyond at this point. Please reach out if you have any questions.
  
  Sincerely,
  
  
  Susan ******
  Senior Executive Manager
  Cox Building Corporation
  www.coxpools.com
  ****** ************ **** *** **** ************
  

  Customer response

  09/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We are not difficult consumers and continue to be disappointed with the company's curt and incorrect statements in their response.
  With regard to comments per our contract (which they attached but evidently did not read), the $1,000 credit (on the contract addendum) was given due to the fact that the benches installed were installed improperly, shaped differently, at different heights, and were not the length requested in the contract.
  ALSO - on Page 2 of the contract, we paid $600 for removal and reset of palm tree (the company response indicated that it was moved at our request at no charge) so that is incorrect.
  AND - as far as regrading the yard at our request at no charge - also on page 2 of the contract, it states "excavated dirt spread as needed then hauled" which we did pay for as part of the package. Yet another incorrect response from the company.
  We agree that we do love the pool, BUT the company seems to be missing the point with regard to damage they caused to our home. To say "...no way of knowing part of home was not adequately constructed until we began construction process" but then continuing to remove large sections of concrete from underneath the home rather than pausing, assessing, and determining a better method to complete the project.
  Pictures have been provided for the company to review.
  Finally, not sure how to interpret the statement that "they have gone above and beyond at this point" except to say that is another incorrect statement.
  

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 2020, Cox pool completed my install. Under warranty, I filed a work order/Jan 2022 regarding my hot tub. I noticed hot tube water level low & water leaking on concrete/back side of my hottub, tile cracking & coming loose, grout cracking & falling out, separation in grout between the coping on top off the hottub & below the tile there is a crack starting to form in the pebble plaster located below hottub spill over. 18 Jan an employee came out to review. Informed something is going on & was going to bring his boss back. Returned the next week with boss, tried to downplay the facts, told me they wanted proof of increased water bill, and said "be patient, they would return in re-grout." 29 March, I text the person for a status. Replied he got transferred. 30 March, I called work order number & asked to speak to manager, took my number but no call back. 1 April, called Panama City office, got transferred to warranty office. Told me they can't start any process until 11 April. I informed them I had already started the process in Jan. Told me sorry, but you're on my time line, not on your timeline. Asked to speak to the person in charge, was told the person speaking to was in charge. then asked for her boss to call me. Took my number, said he is on a job site will call you today. waited 5 hours, called office manager number, she took my number said you will get a call today. NO CALL! During pool install, ground leveling, concrete poured & dried, cox pool forgot to run wring from hot tub lights to main control panel. They dug a hole 6 feet deep next to hottub to retrieve wires. they shoveled dirt back. I asked about concrete failure, told we do this all the time concrete will be good. I now how concrete sinking where they dug. when brought up, Informed concrete moves sorry! nothing i can do for you.

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/04/15) */ Sir we will be happy to address your issues. We stand behind our work. However, we cannot have you verbally accost our employees. The employee you spoke to on the phone on April 1st - had no idea of your problems - this was the first time she had spoken to you. She told you we would have someone come out on April 11th. As she told you Steve from our warranty Dept. did meet with you on April 11th and he will be starting repairs this coming week. Cox Pools did not install your Coping, so we will not be doing anything with your coping. Your plaster will be repaired next week by Cox Pools. Thank you for your kindness to Steve while he was onsite and we will continue to be in touch with you through out this process. Lorraine **** Cox Pools Consumer Response /* (3000, 7, 2022/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are crack in my plaster and your pool expert is telling me they are not. I have pictures.... they are cracks. I paid COX POOLS for the completion of the pool coping, I don't care you who contracted out. You are responsible for the repairs Business Response /* (4000, 13, 2022/05/10) */ On April 19, 2022 Steve with Cox Pools repaired plaster and replaced tile and pool was filled. 4/22/2022 Chemicals Homeowner told Steve he was the saving grace of Cox Pools. Consumer Response /* (4200, 15, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) You drained half my pool, put debris all over the bottom of the pool. I filled up the pool that took 12 hrs, was told someone would come out on Monday to clean pool and fix chemicals. No one ever showed, I called an no answer or returned call and I am stuck with a higher water bill. Worse pool company who doesn't do what they say they will do but will take your money with no problem.

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