ComplaintsforA & G Concrete Pools, Inc.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - New construction of pool 8/4/21 - Construction commenced 7/22 - Completion approximately 12/22 - Ongoing warranty issues and defective construction - Paid: $228,000.00 I continue to contact A&G Concrete Pools for a multitude of reasons and their unethical business practices continue. We have defective items due to their construction as well as a major water leak which continued for approx a year. The fire pit they constructed which uses natural gas is defective, pool finish is defective etc. We hired a 3rd party to check for the water leaks since A&G Concrete Pools neglected to do so. The City of ************* provided written documents showing we were losing an average of ***************************************************************************************************** addition of the water leaks, the neglect from the company has surpassed anything of the norm and we would appreciate you all intervening before having to seek legal counsel.

  Business response

  06/21/2024

  We have already sought legal counsel for this customer.  They are handling any legal issues.  We deny all allegations to this complaint.  As a matter of fact, we were recently at the customer's home repairing some non-warranty items that we did not charge him for but could have.  We have been a BBB customer for many years with a great rating and we take care of our customers.

  Customer response

  06/21/2024

  Good morning. I am in receipt of your email and appreciate the response. 
  

  To be clear on the response from A&G Concrete Pools, they can deny any allegation and continue to be an unethical organization. Their statements are false.

  Please note I have a written report which A&G is well aware of from the City of ************* as well as Red Rhino which supports any claim regarding the water leaks. In addition, I have pictures of an A&G tech in the pool after they needed to drain the pool from multiple pool leaks on a new construction pool.

  
  Furthermore, prior to contacting the BBB, I stopped by A&G to discuss the ongoing issues with the pool but unfortunately the owner, ******************************* refused to come out of his office to discuss. Maybe they should furnish the video footage from their security system and it will solidify who is the honest person and who is the unethical contractor.

  I have reached out for many months to their legal counsel and no response. A&G apparently does not have legal counsel working on the issues, as the law firm who I did speak to previously, has not been retained for the matters at hand.
  

  In regard to A&G coming to the home, that is correct. They came to attempt to correct an issue on the defective natural gas fire pit which was an issue from day one.

   Please note it was not until I contacted the BBB was A&G Concrete Pools willing to come back and correct the initial defect. Originally they wanted to charge me $150 which I approved just to get them to do the right thing. 

  As I respond to you today, ****************** has yet to return my calls or text.

   

   

  Customer response

  06/26/2024

   
  Complaint: 21727015
  
  

  Good morning. I am in receipt of your email and appreciate the response. 
  

  To be clear on the response from A&G Concrete Pools, they can deny any allegation and continue to be an unethical organization. Their statements are false.

  Please note I have a written report which A&G is well aware of from the City of ************* as well as Red Rhino which supports any claim regarding the water leaks. In addition, I have pictures of an A&G tech in the pool after they needed to drain the pool from multiple pool leaks on a new construction pool.

  
  Furthermore, prior to contacting the BBB, I stopped by A&G to discuss the ongoing issues with the pool but unfortunately the owner, ******************************* refused to come out of his office to discuss. Maybe they should furnish the video footage from their security system and it will solidify who is the honest person and who is the unethical contractor.

  I have reached out for many months to their legal counsel and no response. A&G apparently does not have legal counsel working on the issues, as the law firm who I did speak to previously, has not been retained for the matters at hand.
  

  In regard to A&G coming to the home, that is correct. They came to attempt to correct an issue on the defective natural gas fire pit which was an issue from day one.

   Please note it was not until I contacted the BBB was A&G Concrete Pools willing to come back and correct the initial defect. Originally they wanted to charge me $150 which I approved just to get them to do the right thing. 

  As I respond to you today, ****************** has yet to return my calls or text.

   

  
  Sincerely,
  
  *****************************

  Business response

  07/02/2024

  Dear BBB of ***************** and the Caribbean,
  
  Thank you for your role in facilitating this dialogue.A&G Concrete Pools takes all customer feedback seriously, and we appreciate the opportunity to clarify the status of the concerns raised.
  
  Upon thorough investigation, as well as multiple tests performed by our staff members, we have found no evidence of leaks in the pool structure. The pool was indeed drained, however, this process has been mischaracterized as related to leak repair. This process was for the express purpose of performing an acid wash, which was completed at no cost to the client, and done so in an effort to address any outstanding concerns regarding the pool's interior finish.
  
  Additionally, we have addressed any and all issues related to the mentioned fire pit, completing all necessary adjustments at no cost to the homeowner. We are confident that these resolutions meet our high standards for both quality and customer satisfaction, and do not require any additional attention.
  
  A&G Concrete Pools maintains its commitment to ethical business practices and customer care. If the client would like to pursue any further communication, they may direct their correspondence to our legal team,who are prepared to handle all associated aspects moving forward.
  
  We are keen to ensure that all parties consider this matter resolved effectively and professionally. Thank you for your attention and cooperation.
  
  Sincerely,
  
  ***************************
  President & Owner
  A&G Concrete Pools

  Customer response

  07/13/2024

   
  Complaint: 21727015
  
  I am rejecting this response because:

  Please review attachments and I will provide additional supporting documentation separately.

  Sincerely,
  
  *****************************

  Customer response

  07/13/2024

  Good afternoon,

  I had provided additional information to the BBB on July 9, 2024, via this link you all provided. Please confirm receipt of my previous email from July 9, 2024. If needed, I will gladly provide again.

  Kind regards,

  *****************************

  Customer response

  07/15/2024

  Good afternoon,

  Please confirm you all received the additional supporting documents uploaded as well as my response. In addition, I disagree again with response from *************************** from A&G Concrete Pools.

  If you have any questions, please feel free to contact me at ************.

  Kind regards,

  *****************************

  Business response

  07/29/2024

  Dear BBB of ***************** and the *********,
  
  Thank you for your continued role in facilitating this dialogue. While we are disheartened to learn of the ongoing dissatisfaction presented by ************************, A&G Concrete Pools deeply appreciates the opportunity to offer additional clarification regarding the customers provided comments.
  
  As outlined in our previous communication, following multiple assessments by our internal team, we have confirmed that there are no leaks of any kind in the pool structure. Furthermore, all issues associated with the customers fire pit have been resolved, with those adjustments made at no additional cost to the homeowner.
  
  In an effort to provide further affirmation of these statements, we have attached written confirmation, provided by the city of **************, that the project passed final inspection in accordance with the requirements of the municipality, on the date of December 19th, 2022. We have also included the projects permit card, which outlines the date on which each previous inspection had passed, for additional support.  
  
  Since our inception in 1987, A&G Concrete Pools has remained committed to upholding ethical business practices, creating swimming pools of unrivaled quality, and providing an unparalleled customer experience. Should the client wish to discuss this matter further, we respectfully direct them to our legal team, who are well-equipped to handle any further communications.
  
  Sincerely,
  
  ***************************
  President & Owner
  A&G Concrete Pools

  Customer response

  08/09/2024

   
  Complaint: 21727015
  
  I am rejecting this response because:

  Good afternoon,

   

  In response to ***************************** response from A&G Concrete Pools, each item he responded to is incorrect. Please review the following bullet points for simplicity to his statements which are incorrect. 

  - As of today, the fire-pit still does not operate. *****, who is the supplier, contracted an additional party to come fix the fire-pit by the name of ************* Pools although the original scope of work was complete by A&G. ************** Pools was completely inept to follow thru with the ***air and we are now scheduled to have a gentleman named ***** who is ****** *** come attempt to correct the fi***it on Friday August 16, 2024.

  - Please have ****** clarify who internally at A&G checked the leaks. Based on the facts, his tech **** was onsite after A&G had to drain the pool to correct the main drain leaks. BBB has the photos of **** in the drained pool trying to correct he leaks determined by Red Rhino Leak Detection who was referred by ************************* with A&G Concrete Pools. Please note, regardless of the pool passing inspection by the City of *************, the city dos not check for leaks during inspection. In fact, I supplied the BBB with documentation from the City of ************* supporting the leaks. 

  In addition, A&G was to pick up and ***lace the incorrect marble which stills sits in my garage. This has been ongoing for 5 months. Please see attached photos.

  Sincerely,
  
  *****************************

  Customer response

  08/09/2024

  Please refer to attached photos as additional support. Again, unfortunately ******************************* is so disconnected from his company he is unaware of the facts and what truly transpires. I am one of many consumers he has done this to.

   

  Customer response

  08/09/2024

  Please refer to attached photos as additional support. Again, unfortunately ******************************* is so disconnected from his company he is unaware of the facts and what truly transpires. I am one of many consumers he has done this to.

   

  Customer response

  08/09/2024

  Please refer to attached photos as additional support. Again, unfortunately ******************************* is so disconnected from his company he is unaware of the facts and what truly transpires. I am one of many consumers he has done this to.

   

  Business response

  08/12/2024

  Dear BBB of ***************** and the *********,
  
  Please refer to the document titled "Inspection Results - ********** Residence" uploaded on July 29th, 2024 (7/29/2024) for a full report of all inspections associated with the ********** residence. This document shows that each inspection, conducted by the City of **********************************, was passed, including the final inspection of the project. Thank you for all of your assistance with this dialogue. 
  
  Sincerely,
  
  ***************************
  President & Owner
  A&G Concrete Pools

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2018 I hired A&G Concrete Pools **** (A&G) to install a pool with pavers and to install a paver driveway. I have two five year warranties which cover any sinking or shifting of pavers for the pool area and driveway. The pavers around the pool and driveway pavers are sinking and shifting. I have been trying to get A&G to honor these warranties since 4/29/2022. On 4/29/22 I sent an email to *************** (****) who is the Service Manager at A&G stating the pavers in the pool area and driveway were sinking and received no response. I sent a second email to **** on 5/16/22 concerning the pavers and received no response. I sent a third email on 5/31/22 to **** and Santa ********* (Service Coordinator) concerning the pavers and received no response. I sent a forth email on 6/20/22 to **** and ***************************, who is the *** of the company, stating that I was going to file a complaint with the Better Business Bureau if I did not receive a response back. On 6/20/22 I received a response back from **** stating that someone from A&G would come out to my property on 6/21/22. On 6/21/22 A&G came out to look at the sinking pavers. On 6/30/22 I sent an email to **** and ******* requesting the name of the person that would be dealing with this issue and received no response. On 7/21/22 I sent an email to **** and ******* again requesting the name of the person and received no response back. On 8/15/22 left a voicemail message with **** concerning the name of the person and received no response. On 8/16/22 I sent an email to **** and ******* concerning the name of the person and received no response. On 8/24/22 I sent an email to **** and ******* concerning the name of the person and received no response. On 9/2/22 I sent an email to ************************ and ********************* (Construction Manager) and received no response. It has been almost eight months since I have been dealing with A&G on this issue with no resolution. I can provide copies of all correspondence if needed.

  Business response

  01/05/2023

  ****, 
  
                 Thank you for affording us the opportunity to respond to this complaint. As noted by the homeowner;  the swimming pool, paver patio, and driveway were constructed in 2018. A&G performed service and warranty work on the pool deck area and instructed the homeowners there is maintenance required for the paver deck along with the paver driveways. They must re-sand the deck area as well as the driveway areas, properly maintain and clean them as well.  We have compaction reports, which were required by the city, showing the compaction around the swimming pool area was correctly performed.
  
                 As with any product, proper maintenance is required by the homeowner and buyer,and minor settling is expected. As you can see in the pictures provided there is little to no sand in the area shown. Lastly warranty does not cover settling if there are any leaks in the piping structure under the patio area. In our professional opinion this is not something covered under warranty. We pride ourselves on a quality product and a quality service and am grateful to have been part of the BBB since ****.
  
  Warmest Regards,

  A & G Concrete Pools, Inc. 

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