ComplaintsforNomad Pools LLC

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Pettit Pools in late 2020 to install a fiberglass pool. Install was completed in the Fall of 2021. We immediately had issues with staining in the pool. Upon their pool school technicians coming for the final sign off, they had advised it was yellow algae and they put a bunch of chemicals in the pool. As winter approached the staining became more dominant. We contacted the company in February 2022 about the staining and the ladder had become very discolored because of the staining. They had us send an email and they replaced the ladder under warranty. In May of 2022 I sent another email detailing the staining and other issues. They did not respond so I wrote again in July 2022. They responded and sent instructions for us to treat the pool, insinuating we were not cleaning properly and said that the plant manager will be in touch to schedule coming out for the gelcoat repairs. We were never contacted. We tried to reach out to independent professional pool cleaners to see what can be done, and we have been advised our chemical balance is correct and we are doing everything right and they all say it appears the gel coating is deteriorating. We contacted Pettit/Nomad today by phone and they emailed us immediately after a very unprofessional phone call to advise us this is our problem and now we are past our warranty. I just wanted the staining issue to be fixed. We tried what they told us and it does not work. I have all emails and pictures below. Much communication was via phone. I am so frustrated and don't know where else to turn. Thank you for looking at this complaint.

  Business response

  03/16/2023

  Nomad Pools LLC DBA Pettit Fiberglass Pools signed with the ****** family for an inground fiberglass pool on December 22nd, 2022, and began the appropriate permitting process thereafter. Installation of their project was completed October 18th,2021.
  
  Customers are provided a *********** Folder upon completion which includes: A Care Maintenance Guide for their model pool, Owners Manuals for all equipment installed, and SR ***** ******************** Instructions.  At that time, they are required to complete a review and sign off indicating the pool has been cleaned and that they have been instructed on how to properly maintain the pool equipment. Pool maintenance then becomes their responsibility.
  
  ******* is known for heavy metallic waters and staining is very common as the water temps rapidly change.The use of a sequestering agent (like Pool Magnet Plus by BioGuard or Mineral Out) every 2-3 weeks is something we recommend right from the beginning (It is added during final cleaning and with stain treatment) and it is listed in the care maintenance package.
  
  **************** signed the *********** Sign Off Sheet, indicating that the pool chemicals were balanced, and he had been instructed on how to properly maintain the pool on October 18th,2021. (Attached)
  
  The ****** Family included their signed contract (attached in its entirety), yet ignored, Bullet point #** labeled WARRANTY which states:
  
  Contractor does not warranty the gel coat (paint) against discoloration due to hard water, staining or improper use of chemicals, or neglect by the owner his agents or assignees, nor does Contractor assume any liability for any work performed by others and not a part of this contract.
  
  On February 17th, 2022,the customer emailed and indicated an issue with the ladder and was referred to the manufacturer for warranty replacement. This was done directly with the homeowner per the instructions provided. At that time there was no mention of staining, per the email copies supplied.
  
  On May 19th,2022, the customer emailed and indicated a concern with staining. On May 24th, 2022, the email was acknowledged with instructions for staining treatment and further prevention.
  
  On July 26th, 2022, the customer emailed and indicated the staining seemed to be getting worse. On July 27th, 2022, the customer was again provided the stain treatment instructions and care maintenance guide.
  
  On February 27, 2023, the customer contacted us again with outrage over staining. On February 27, 2023, the customer was again provided the stain treatment instructions and care maintenance guidelines. They were advised it is a chemical imbalance issue and not a warranty issue. They were advised it is not something that we would send anyone out for and once again advised that it will be an ongoing issue if not maintained correctly. The customer insisted that they have maintained the chemicals correctly, however, use of a sequestering agent is not part of any standard maintenance provided by any pool service company we have found.
  
  At this time, we have provided the customer all of the assistance we are able to provide. Our company does not have a maintenance division and does not send out factory staff for water chemistry issues. There are no structural issues to repair. The customer will need several stain treatments to remove the staining theyve allowed to develop and then be using a sequestering agent for further prevention.
  
  We would like to get this new case with your agency resolved as soon as possible. Please let us know if you require any additional information from our office.
  
  We appreciate your prompt review.
  
  Sincerely,
  *****************************
  Owner

  Customer response

  03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have decided, this company has no intention of assisting with our issue and I want nothing further to do with them. I will move forward and find a local company to assist us and absorb the cost. I want to state, I did add a ****** review for their company and their response again was very unprofessional and I hope this will help other consumers when making a decision on whom to choose for a pool install. I appreciate the BBB opening this case and trying to get this resolved on our behalf.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am filing this complaint against Pettit Pools because the owner has changed our original contract proposal from July 07, 2022. Pettit Pools representatives did not have any issues that they needed me to address during six visits. However, two days before my install date of January 09, 2023, the owner of Pettit Pools stated that I may owe him more than $10,000 in additional cost and that he changed our original signed contract proposal from July 07, 2022, because he did not agree with the cost. Here is the new January 06, 2023, contract proposal that is being offered by the owner of Pettit Pools. The owner stated, Do you agree with all the above, and that all 3 line items are how you understand the proposal? Because the statement on your e-mail, or how I interpreted them is no you do not agree with it and if there are any additional costs like permit revisions or extra concrete not paid for or extra dirt not excavated, I have to have a bottomless checkbook and could be on the hook for $10,000+ over the standard installation cost. If that is not the case, you wont be given an installation date until we agree to a cap on my expenses. There might not even be one, just want you to say you agree with the points on this e-mail which are taken directly from the proposal you signed, and it has the explanation of how that proposal should be interpreted. The owner of Pettit Pools is being extremely dishonest. I already explained to the owner of Pettit Pools that I only agree to all the terms that we agreed to in our July 07, 2022, signed contract proposal. My pool is ten days past the original install date and counting. The owner stated that he needs to subtract concrete from my July 07, 2022, contract proposal and I do not have a concrete permit. This is false! The owner approved my concrete site plan and proposal on July 07, 2022. Also, Pettit Pools stated that my screen enclosure permit would delay my pool completion date up to 3 months. This is false!

  Business response

  01/31/2023

  January 20th, 2023
  

  Better Business Bureau
  ATTN: ***** ************
  **** ********* ** *********** ** *****
  RE:          Case # ********
                  ******* *************                 ***** ****** ******* ***
                  Brooksville, FL 34613
  
  To Whom it May Concern,
  
  Nomad Pools LLC DBA Pettit Fiberglass Pools signed with the Wynn family for an inground fiberglass pool July 13th, 2022, and began the appropriate permitting process thereafter. Installation of their project was scheduled to begin January 9th, 2023, under Hernando County Permit # 1450745.
  
  Upon preinstallation inspection January 6th, 2023, field staff noted significant discrepancies between the approved site plan and the actual field conditions. The customer had poured additional concrete adjacent to the existing 10’ x 14’ concrete slab on the approved site plan. The newly existing concrete deck is 42’ x 11’ with a step down to an additional new concrete slab measuring 32’ x 8’.
  
  At that time, the discrepancies were brought to Mr. ****** attention. He requested the new deck be installed, per approved site plan, adjacent to the new concrete and was directed to his signed agreement that explained, Nomad Pools LLC DBA Pettit Pools is a production pool builder expecting virgin soil with no underground utilities, roots/rocks or concrete, ample access, and a safe work environment with 3’ space around new deck area clear of obstructions. 
  
  He was also advised, per agreement bullet point #9, which states “Contractor is not responsible to matching existing deck elevation or slope regardless of what any employee or contractor has stated. We will match elevation as close as our trade partners can, but due to pool deck percentage slope requirements in building code, we may not be able to match elevations or slope exactly.” 
  
  He was also advised, per agreement bullet point #15, stating “If soil excavated from owner's property is not suited for proper back filling under and around the pool, suitable back-filling materials shall be brought in by Contractor and paid by owner at current proposal rates.”
  
  He was also advised, per agreement bullet point #26, stating “Contract price does not include adding or removing dirt. Dirt charged at $200 per yard delivered and spread, if more than 2-inch lip around non-screen enclosed deck…..additional dirt delivered and spread or removed the cost is $300 per yard.”
  
  Installation was rescheduled for January 25th, 2023 to allow the customer time to respond. The customer was asked to confirm that he wants to proceed with installation, understanding the applicable potential change order charges that may be required.
  
  He was also advised that upon inspection, the county may stop work, questioning the discrepancies. At no point was the customer told that he would owe an additional $10,000.00. If revisions are required, he would be responsible for any applicable fees. This is standard practice.
  
  The customer was requested to respond by 1/16/2023. Since there has been no communication back from the customer, their installation has been postponed indefinitely. We will continue to hold the permit for up to 6 months, per county limitations, unless requested to withdraw immediately.
  
  Per signed agreement, bullet point #38, the customer is not owed any refund of their deposit. The signed agreement and the approved plans (with customer initials highlighted) are attached to this response.
  
  We would like to get this new case with your agency resolved as soon as possible. Please let us know if you require any additional information from our office.
  
  We appreciate your prompt review.
  
  Sincerely,
  ****** * *******
  Owner

  Customer response

  02/01/2023

  
  Complaint: ********  
  I am rejecting this response because:  The owner of Pettit Pools is being dishonest and unprofessional.  First, Pettit Pools staff did not mention any discrepancies to me during its six site visits.  In fact, Pettit Pools came out for the last preinstallation inspection on January 10, 2023 and noted everything was good because the second concrete slab of 32' x 8' was 10 inches above ground level and 4 inches of those 10 inches would be needed for the concrete poured around the pool.  Thus, Pettit Pools has the option of placing the pool at ground level or up to 6 inches above ground level.  (Reference 10" pics.).  Second, I stressed to the owner of Pettit Pools and his staff agreed on every site visit that my backyard has an 28' x 40' area of virgin soil that is adjacent to the 32' x 8' concrete slab for the pool placement.  The staff agreed but the owner disagreed because he wants more money.  This 28' x 40' area of virgin soil is at ground level.  (Reference Virgin Soil Area Pics.)  Third, Concerning all line items #9, 15, 26, 38, and all other line items, I agreed to all these line items on July 13, 2022, and I told the owner that I already agreed to these line items in an email sent to the owner on January 12, 2023.  (Reference Email dated January 12, 2023, at 538p.). Fourth, the owner of Pettit Pools continues to be dishonest.  The owner told me I could owe him $10,000 over the standard installation cost and that he would not give me an installation date until I agreed to a cap for his expenses.  (Reference Pettit Pools Email dated January 12, 2023, at 554p.)  Fifth, Pettit Pools recognizes that we have a signed proposal and approved site plans from July 13, 2022, but the owner of Pettit Pools refused to perform the installation unless I agreed to the new site plan that he proposed to me on January 16, 2023, at 1202p under item 3.  These site plan proposals do not match!!!  In Pettit Pools new site plan, the owner subtracted concrete and decreased my concrete from 32' x 18' to 31' x 18'.  The proposal stie plan from July 13, 2022, has 4' on concrete on the left side of the pool.  However, the new site plan proposal from January 16, 2023, has 3' of concrete on the left side and it has not been signed because the new site plan violates our July 13, 2022, site plan proposal.  (Reference Pettit Pools email dated January 16, 2023, 1201p, Item 3.)   Also, the owner of Pettit Pools is being dishonest about my concrete not being on the original site plan and being 7' from my house in Item 2.  The July 13, 2022, site plan proposal shows the 32' x 17' allotted for my two concrete slabs these slabs are at least 17' from my house.  (Reference Pettit Pools email dated January 16, 2023, 1201p, Item 2.) and (Reference updated site plan proposal.).  The owner of Pettit Pools is attempting to charge me up to $10,000 in frivolous charges.  The owner said I owed him because he had to bring in fill dirt, but I explained to the owner that I already have suited fill dirt.  (Reference Fill Dirt Pic.)  Therefore, I reject the owner’s response because Pettit Pools continues to be unprofessional and dishonest by changing our original proposal and site plan from July 13, 2022 and attempting to charge me up to $10,000.    
  
  Sincerely,
  **** ****

  Business response

  02/03/2023

  Our written response addresses' all items included in rejection. 

  The uploaded signed proposal agreement and signed site plan we provided is what was agreed to on July 13th, 2022, and permitted.
  
  Once again, at no time was he asked to pay an additional $10,000. He is taking a comment that the company is not an open check book for his additional costs out of context. 
  
  There were only 3 total site visits. The salesperson initially, 7/13/22. Our field staff 9/22/22 to review utility clearance markers. At that time the additional slabs in question were not in place; the customer was in fact having the driveway extended during that visit. And finally on 1/6/2023 for pre-installation inspection.

  The plan submitted by the customer is NOT the approved site plan with the county. It is a revised plan based on the actual site conditions (after pre-installation inspection) with measurements confirmed by another salesperson.

  The customer has demanded to move forward with the updated site plan without acknowledging the "potential charges" clearly outlined and explained, per the signed agreement. 
  

  Per signed agreement, the customer is not owed any refund of their deposit.
  

  Customer response

  02/03/2023

  
  Complaint: ********

  I am rejecting this response because:  Pettit Pools continues to be dishonest and unprofessional.  My 1st salesperson came out 3 times in July 2022.  Next, Pettit Pools engineer assistance came out 2 times.  Once on September 22, 2022, and on January 06, 2023.  Then, my 2nd salesperson came out on January 10, 2023, because my 1st salesperson quit, and the 2nd salesperson said the owner may still come to my home on January 12, or January 13, 2023, since the owner said that my concrete had a 7-foot drop to the pool level.  This was false and the owner did not show and this equals 6 visits from July 2022 to January 2023.  The 2nd site plan was provided to me by the owner of Pettit Pools, and I supplied the email and the 2nd proposal to show proof that the owner changed the original proposal because he wants more money by subtracting concrete and adding unnecessary fill dirt, etc.  Additionally, I provided proof of Pettit Pools owner asking for up to $10,000 in the email attachment.  The owner of Pettit Pools will owe me $900, and he is trying to keep this money plus find additional money he can get by subtracting concrete, adding fill dirt, and unnecessary labor hours in his 2nd site plan and proposal on July 13, 2022.  Pettit Pools 2nd unsigned site plan shows the subtractions.  Finally, the owner of Pettit Pools has sent over 30 emails trying to justify the 2nd unsigned site plan and the frivolous charges of up to $10,000 and I will not sign the 2nd site plan from January 12, 2023.  Pettit Pools owner acknowledges that the 2nd salesperson came to my home for a 6 visit in his January 12th email, but the owner is falsely stating that Pettit Pools did not come to my home more than 3 times.  Furthermore, the owner states all the charges that he wants in his 2nd site plan and proposal which could add up to $10,000.   (Reference Pettit Pools Email dated January 12, 2023, at 316p.)      
  
  

  Sincerely,
  **** ****

• Initial Complaint

  06/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 07/13/2021 I hired Pettit/Nomad pools for the construction of a new pool/spa/deck for our home. The cost being $46,255.20. The pool construction and inspections and pool school finished February 01, 2022. That day I emailed the pool company about a humming noise coming from the breaker box when our pool lights for the spa were turned on by their pool school rep. They replied it was normal. I also mentioned we suspected a leak in the pool. The night of February 09 we turned out hot tub on with the heater and light.within 30 minutes of doing so we lost all power to our home. An emergency electrician was called. They found improperly reconnected items in the breaker box that caused the box to catch fire. This resulted in needing to replace the breaker box, breakers, wires, and surge protector. I called and emailed Pettit about the issue immediately the next morning. I asked they reimburse me for the costs. I contacted them via email on Feb 10th, and 14th via phone on 2/10, 04/08, 04/12, and 04/21. A letter from my attorney was issued asking them to reimburse me for the costs on 02/23 since they were at fault.Pettit pools advised they would no longer speak to me on 04/21 and the issue has still not been resolved. They have not responded to myself or my attorney in regards to anything. I had to file a home owners insurance claim and finance the remaining balance for the repairs.

• Initial Complaint

  03/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Contracted with Pettit pools in May of 2021. After 2 months of our missed installation date we had progress. The crew showed up and started working out side of the informed scope of work. From there the was delivered and lowered into place after they hit our roof with the pool. After the installation we measured the pools size and the hot tube size was incorrect. They acknowledged the size issue on the pool. They removed the bracing from the pool before the walls where final. Rained the day after bracing was removed and walls washed in. They dug and reset some of the walls and told us they would be address before the concrete was installed. They poured the concrete on a rainy day. The walls did not get fixed. The forms for the spa bowed out and leaving the walls and steps deformed. Tile company installed tile in a rush and the tile took form to the shape of the wavy walls. Concrete floors has low spots that hold water. The concrete company added saw cuts to the concrete and they cut the new installed Deco drain. Screen enclosure was installed without a permit on file. Permit filed after enclosure installed. Failed all inspection to date. Screen enclosure had to have a footing inspection during the concrete installation stage. They also screwed the enclosure into the Deco Drain. Electrical had the wrong terminal hardware and all the connectors where loose. Spa heater is leaking since they installed it. Countless attempt still leaking. An attempt to fix the electrical issue has made it worse. Have reach out and not received any good resolution since the beginning of the problems to only be told to wait till the end. Recently found out they have switched names and the pool license for Pettit pools License is closed and all of our permits have been Filed under Nomad Pools. They are trying to get final payment of paid in full before addressing any of the problems on out list.

  Business response

  07/21/2022

  Consumer Response /* (3000, 11, 2022/03/30) */ ***Document Attached*** Attached are Email Corrisponance with the company pointing out construction related issues. They one consider them Warranty related items after they have been paid in full. Our concern since they are refusing to fix major items now they will not fix them after final payment is processed. Consumer Response /* (4200, 19, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nomad Pools DBA Pettit Pools, have refused to make and repairs and even agree to repairs. They want full paymnet before considering making any repairs. No final payment was made unitl we have an agreement of repairs. We have exchanged many emails trying to resolve. We have only threatend and treat horribly trying to get resolution. Can provide all email corrispondace.

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