ComplaintsforJohnson Pools, Inc.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We began our process of having a pool installed in July of 2022. Service has been poor to say the least. Trash left in our yard for months while dealing with delays. Employees leaving garbage all over. Little to no communication. Destroying our yard while driving trucks through a wet/saturated yard and getting stuck. They cut the pool in the wrong location per the manufacturer guidelines, but we rolled with that. Then the area they cut cracked, So we had to wait even more time for the warranty issue to get that fixed. Today we received a certified letter of having a llien placed on our property as the final installment/payment has not been made. We have no problem making a payment, however we have been leaving messages repeatedly to have the leaking pump (their own employee told us it was leaking) and a void underneath the pool to be checked. We keep getting told the owner, Dan Johnson, will call us back. We have literally just been waiting to have these last issues checked out. We have verbally been advised by the rude woman in their office that the final payment was not due until the final inspection has happened. WE HAVE NOT HAD THE FINAL INSPECTION pending these last few issues we have been waiting to have addressed. This is absurd. If they want to be paid, they should just finish the job. That is all we ask. However, they have not called to ask for final payment. They have not sent a final bill. They have not said the job is complete, so why would we make the final payment. Just unreturned phone calls so we assumed they are delayed as it has been the story throughout the entire process.

  Business response

  12/16/2022

  Hello, Pool is completed, final bill was sent on 10/4, 10/19, 12/15. On 10/19 you stated you did not want to pay, and we asked at least to pay the 30% which you came and paid money on the account. You asked for a pool school we sent a technician out to do that with you. This is the first time that we are hearing that there is an issue with the pump, I do not know about what my technician stated to you, but it is up to you to call the office to get a paper trail started with a work order for any repairs to the equipment.

    As far as you wanting to have a final inspection, you need to have a fence up for the pool and all the alarms on doors and windows or a floating alarm in pool before a final inspection can be called in.

  Again, first time hearing that you have exposed electrical, there is no call since pool has been done that anything has been wrong with the electrical. This needs to be called into us to get this resolved for you as well.

  As for the lien we have asked for payment, we are done with the pool. Our contract has not been met; you have not paid the final payment. Regardless a final inspection is the only way our permit gets closed. it is up to you to call us when you have your fence up, an alarm. This may take months to do, we have finished our portion it is up to you to do the final portions to have that closed. But that is not part of our contract, when pool is completed that is when the final payment is done.

  We try to communicate and explain, office staff do their job and make sure to explain everything in full as to what is needed. Construction tells them we are done, and customer wants to get upset with them they are not there for anyone to abuse not matter how upset you or anyone else is they only work in the office and do what they are told.

  We appreciate you patients when we all had to wait to complete your pool. As we had to wait for the warranty repair department to come and do such repair as this was not something that we could do for the warranty. Yes, it took a bit of time to do, this had nothing to do with us holding up the job. There was a lot of rain it rained for days, we had to get the dirt delivered. If the trucks got stuck it was due to that we filled in the ruts, but we had to build up the ground around your pool close to 4 to 5 feet and we needed a lot of dirt to do that. Did it tear up your yard yes, but in our contract, it is written that we need to have access to the property to build the pool and it is considered a Contruction site. 

  If there are issue with the equipment that you believe we know about then call the office and get a work order for such work so it can be resolved. 

  we hope that you understand.

  much respect Johnson Pools Inc

• Initial Complaint

  04/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool completed in dec no pool school yet. Also pump has gone out numerous issues under warranty yet they never show up. I want my issues fixed now and compensation.

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/13) */ Hello, We have gave instruction on how the equipment works when we finished. Mr. ******* went out on 4/12/2022 and gave instruction again to the husband and he did admit that we did give instruction on equipment, but did not remember and needed to have someone come and show them again. While Mr. ******* Was out he looked at the pump and nothing was wrong with it it had a loose wire and he repaired it an all is working good now. We appreciate your business.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January of 2021 Johnson Pools completed the work of an in ground pool for the amount of $41,671 with a one year warranty. The grout around the brick coping has been falling out and I have emailed a complaint that included pictures on 6/1/2021, 7/8/2021 and 10/18/2021. On 10/2/2021 I received an email stating *** will be out to take care of the grout. On 12/4/2021 I sent an email asking when I can expect the repair to be made? I've received no answer. On 12/13/2021, I called asking for the owners phone number and was told by the person who answered the phone, " I don't have it." An employee did come out and took a picture of the grout mid summer and he said, "He would probably be the one to repair this." Every two and a half days I have to add water to keep the skimmer running. Johnson Pools said this is due to evaporation. After consulting with a pool supply retailer and a seperate leak detection company I was told it is probably a leak. I then called Johnson's, they sent out a leak detection person in a pick up truck with no lettering or door markings who said there is no leaks. I then called Johnson Pools and told them I will pay for another leak test and if it turns no leaks were found I would pay for it. On 12/1/2021 a technician who Johnson's scheduled from American Leak Detection came out and found a leak around a light and said he would pass this information on to Johnson's. I found water on the concrete pump pad which is a probable leak and sent pictures on 10/18/2021, 10/19/2021, 11/24/2021 and 11/30/2021. On 12/4/2021 I sent an email to Johnson's asking if American Leak Detection passed ** the information about a leak around the light? I've received no response. I also asked when I can expect the leak on the pad repaired? I've received no response. I've made three trips to Johnson Pools to resolve these issues. Once I was told there is no one here who can help you.

  Business response

  03/08/2022

  Business Response /* (1000, 12, 2022/02/15) */ Mr. ****** came into office numerous time, stating that his pool is leaking. We sent 2 well established leak detection company's out to check the liner, look for leaks in pipes and could not fins anything but natural evaporation. We sent out technician out to seal all area that could leak and still Mr. ****** keeps stating his pool is leaking and 4 leak detection at our cost to fins out if the work we did was done correctly and that Mr. ****** does not understand about evaporation and when that happens, you can lose water. also over filling the pool can look as if you have lost water as well. cause if you over fill a pool there is a wick away in the skimmer that will allow for the over amount of the water to just wick away. We have went out of the way to try and see what his issue is and still he keeps saying we did not do the work correctly ans that he has a leak. He would show us pictures of the level being down and our office agrees that this is natural evaporation . due to the hot weather that we had an the ambient temperature and the water are not matching so he could lose up the an inch a day in water, as well as over filling as he never would send the state of pool photo and then show just the after photo. All company's that went out even our technician looked to see what the issue if and still nothing wrong. Johnson Pools in paid out 1300.00 to these leak detection company and they could not fins anything wrong. We do not know what else to do so the ****** can understand we did everything and there is no leak in pool other than the light that has been sealed by out technician. Thank you Consumer Response /* (3000, 14, 2022/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The employee from ******** Leak Detection told me there was a leak at a light and he was going to pass this information on to Johnson Pools. Also, the grout issue was not addressed? Business Response /* (4000, 17, 2022/02/15) */ Sir, we have another work order in to have the grout looked and as well as see about the issue you still are stating the pool is leaking. at this time of year there should be just a little evaporation but more steady at same levels. I have in notes an work order for you as well. We are trying to fins the best way to solve our mystery of your pool. I am still believing this is evaporation and that you are over filling the pool. But I can be wrong if they are just finding light niche leaking. WE ARE TRYING TO RESOLVE THE ISSUE. thANKS

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Johnson pools were a month late starting the installation of my pool and NEVER kept me abreast of the situation. Once the hole was Dugger they stopped showing up on regular basis and never ever called or email me with updates. We are at the end and only thing I'm waiting on is the cool decking process on my concrete around my pool. Been over 40 days and they promised to be out here within the 30 days to finish the job. That was to be Nov 26th. I have called and left messages and I have sent numerous emails to no avail. The last email I received was right before Thanksgiving and it was very rude and unprofessional. Stated..." Just because you want it ASAP does not been you will get it. We know about it and will get to it when they are ready." So now I'm at a standstill and cannot finished the other projects in my backyard until it's done. My pool loan is expiring as well. I have requested at least three extensions on this loan. *** the own of Johnson's Pool literally do not care! Please help me!

  Business response

  01/20/2022

  Business Response /* (1000, 8, 2021/12/30) */ This has been taken care of over a month ago. You tried to rush us to get things done. You insisted that it de done when you wanted it done not when we had been able to get the materials. All of the pool has been completed and there is nothing else that is in need to being done as far as the office is aware. There has been no calls from you that state you are having issues or that there are still issues that need to be resolved. Please have this negative review removed as we may have started late but it is completed. thank you johnson pools inc Consumer Response /* (3000, 10, 2021/12/30) */ They did not complete my pool until 1 1/2 week ago and NOT over a month ago that he claims. Also I did called the office several times to get update and left messages. He did not communicate to me whatsoever! He was late in starting my pool by a month without calling me to let me know. I had to call weekly to get updates and they always said they didn't have updates. I have everything documented to back up what I'm saying. He's terrible in the customer satisfaction department for sure. Due to poor customer service I would never recommend him!

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