ComplaintsforEmerald Coast Fiberglass Pools & Spa

• Initial Complaint

  09/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently purchased a home that had a pool installed by Emerald Coast Fiberglass pools. The pool was installed in May 2022. The pump has a leak and I have called several times just to have the problem diagnosed and repaired. To date, I have not been able to even receive a call back from this company. I was not looking for anything for free and was more than willing to pay for any repairs but obviously this company does not have any sort of customer service or support. I do not recommend dealing with this company.

  Business response

  10/20/2023

  I spoke to Mrs. ******* on Wednesday and she acknowled that Todd did call her back. She recently bought a home that we installed had installed a pool and there was a leak. When Todd spoke to her he expained that our warranty does not transfer. She hired a service company and the leak has been fixed. She requested a service call for us to come out and expain the equipment on the pool. My response was we could set that up and she expained she was back in Texas and that she would call when she arrives back in town. We have a reminder in our system to reach out to her in two weeks.

   

  Thank you

  John *******

• Initial Complaint

  12/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Equipment installed was not what John ******* told us it was going to be. Also, per the Contract and sold to us was a Premium Automation Control System that we would be able to control all additional features independently. Was told by their Employees James *****, Todd and Greg that what is installed is their Standard Automation System. Right now I still have to manually turn on and off valves in order for features to be able to run. They had a Pentair Technician also tell them that they would need to install the Easy Touch System to operate the features separately. John ******* would not install it I would have to pay $1750 additional. There is currently damage to the Fiberglass on the pool caused by repairs that were made, and metals left in the pool. There is cement that was tracked on my porch. There is a clean out cover that still needs to be fixed since September. There is also no Temperature gauge on the spa which is a safety issue. We have been so very patient with the No shows, Cancellations and rescheduling. There is also questionable work done to the pool by using tie straps attached to post and then burring them in order to pull the side of the pool because it was backfilled while empty. This may cause possible failure to our pool. John informed representatives from Barrier Reef Pools Summerdale, AL. (wholesaler of the pool), that we stated we did not want to work with him as a rep of the brand in regard to the finish damage as stated previously caused by Emerald Coast Pool but instead, we demanded to work with a wholesale rep which was false. Our contract was signed 1/26/2022 and the pool was supposed to be completed initially the last week of May 2022. The pool installation began 7/8/2022. As of December 8th, 2022, we still do not have a completed pool.

  Customer response

  12/09/2022

  To resolve the issue, I would like the company to provide the Premium Automation Control System (Easy Touch that was advised by the Pentair Technician they brought over), For all the features to work independently (as discussed before contract was signed), A temperature sensor to be placed on the spa for safety, The bubbler lights to run independently (as discussed prior to contact being signed Per text message). Repair the damage to concrete pad due to worker walking across my newly coated porch, Damage to fiberglass to be repaired, and repair the plastic cover that is lifted off of the concrete pad

  Business response

  01/12/2023

  Good morning. The only issue that remain is that we are waiting on ****** to deliver the deck coating. All other issues have been resolved.

  Thank you

  Customer response

  01/12/2023

  
  Complaint: 18544857
  
  I am rejecting this response because: The complaint has not been resolved. The fiberglass rust in the pool is still not resolved. The Control panel programming is still not accurate, and still waiting on the coating products from ****** and the paint that needs to be added to it from *****.
  
  Sincerely,
  
  Athena **************

  Business response

  01/31/2023

  The fiberglass rust in the pool is still not resolved:  The rust stains were removed.  The ****** signed off on the completion on 1/13/23.

  The Control panel programming is still not accurate: The control panel is running the way that they want it. They signed off that the work was completed on 1/13/23.

  still waiting on the coating products from ****** and the paint that needs to be added to it from *****: – Product from ****** was delivered on 1/25/23.  Provided is a text messages letting us know what to order and a copy of the receipt.

   

  A signature page of completion is attached along with a text message of what to order and a receipt that it was ordered.

  Customer response

  01/31/2023

  
  Complaint: 18544857
  
  I am rejecting this response because:

  The rust stains in the gel coat of the pool have not been removed. Which is stated in the paper that was signed that was submitted by Emerald Coast Pools. They stated they were going to wait until the water got warmer to sand out the stains with sandpaper. The plastic cover is lifted on the patio deck which was verified and I was told would be fixed by Greg. Also, the patio was not damaged by heavy equipment it was damaged by the contractor walking across my patio with cement all over his boots which is not covered under that document I signed. All the other contractors either removed their boots or walked around in the grass.  Also the patio cover they purchased only covers 200sqft. My deck is 480sqft. They knew they had to purchase more which was discussed by Greg and James the 2 individuals they keep sending to my home. They also have not provided me with any manuals that is also missing that they stated they would place in a binder also the sticker that needs to be replaced in my control panel to reflect the new control board needs to be placed. Also, the Actuator on 1 of the valves is not correct there is a current issue with the programming. James was to have Kevin the Professional look into it and fix it. This has not been resolved yet. These issues are not resolved this is why I did not sign all the spaces on that paperwork they wanted me to sign.

  
  Sincerely,
  
  Athena **************

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