Complaints

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed for a underground pool build contract on April 7th 2021, it was finished with the city giving it's certificate of completion on March 2nd 2023. My contract with them consisted of, pool, spa (jacuzzi) and paver install. Fence was to be determined. ********* the daughter of the owner is the person I've been dealing with and once in a blue moon **** the owner if he wasn't on vacation per *********. Everything from beginning to end was horrible, from communication, to H&H pool school, billing, permits, everything! With permitting, the last 7 month wait where nothing was happening because H&H never checked to see if a mechanical permit was done, even though my gas company did the work. Everything was horrible but what I need to be resolved is for billing, I overpaid with my 2nd payment, I find this out when ********* sent me the final bill on March 27th and I started looking at what she added up since the bill was over $2500, and I knew I had very little to pay or nothing even. I find that I have overpaid, due to so many things that didn't get done. The paver company they hired didn't do footers for the pavers but H&H sure charged me for them, over $3k. Also they charged me on their final bill, a polaris/ledgend/robot for cleaning that I never received and nor do I not want from them as on the contract they priced it at $700. Then I had on the contact price lights, they charged me 2 rainbow lights and they only installed 1 and a white LED in the other one. I had to tell them to leave it due to who knows when they would be back to fix, again waiting for them to respond and actually come to my house was a nightmare and so stressful. Also the fencing that was up in the air for them to do, I outsourced it to another company but you better believe they charged me for it. I am still waiting to hear from them about the return of money, they have not responded to various emails and text messages, They owe me back $2699.10

  Business response

  06/13/2023

  These are trying times for the construction industry. It is stressful for both the homeowner and the contractor. The homeowner made multiple changes to the pool construction project, both during the building process and before the permit was obtained. The permit was issued on 10/26/2021. Construction did not begin until the end of December. The fence was never, "to be determined". It was not part of the contract. The scope of work for a swimming pool contractor does not include fences. Nor does it include gas hook up for spa heaters. Pool contractors do not pull permits for gas work. That is and always has been the responsibility of the homeowner. This homeowner did not verify with the gas contractor she selected that a permit was pulled for the gas work. That delayed the process for obtaining the final pool inspection by over two months. We tried to contact her gas contractor for over two months and could not get a call back. The homeowner complained to ********* about this multiple times; however, she never accepted the fact that we had nothing to do with this process. ********* explained this to her multiple times. She hired the gas contractor. We do not pull permits for gas work. She blamed us for not obtaining the mechanical permit required for this work, even though we explained to her multiple times this was not in our scope of work. Same thing with the fence. She hired a company to put up a fence. It is not in our scope of work. It was never in the contract. The fence company hired by the homeowner did not install the fence correctly and it would not pass the safety inspection. The gate was not self closing, self latching, as required by code. This took a month to get this issue resolved. It took over another month to get the fence installed. That had nothing to do with us. We never charged her for the fence.

  This customer is due a refund for $2,599.10. This was for a footer that was not done because the homeowner decided not to add a pool screen due to the cost. The screen was not in our scope of work. When we started this project, the homeowner wanted the footer for the screen, even if she waited until later to do the screen. She then changed her mind and told us not to do the footer. The homeowner was to get a pool cleaner; however, they are not installed until a month after the interior of the pool is completed. She did not want to wait. Our supplier was to deliver two colored LED lights and sent one colored light and one clear light. **** ****** offered to replace the clear light and she said no, leave it. She didn't care about the light being clear is what she told him. We do not generally issue any refunds until the project is complete.

  This customer did not call the business phone to let us know of any concerns. Nor did we receive anything in writing regarding any issues she may have had. It is not possible to address any complaints if we are not aware of them. 

  Customer response

  06/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I am still out of my refund, I have contacted them various times and they admittedly write they owe it, but I have not received anything other than a Text message saying on June 1st saying her parents are out of town, see attached. They can say what they like, and I can write out my experience it doesn't justify incorrect billing and asking for payment when there was none to be made. 

  Regards,

  **** *******

  Business response

  06/14/2023

  As stated previously, this homeowner has had multiple issues with the pool construction process; however, she caused the majority of these issues herself. I have already agreed to refund her the overpayment. I will personally take her a check. All she needs to do is let me know when she will be home to receive it. This Friday, June 16th works for me. What time? When I say I will refund her overpayment, what is there to not accept? I do not understand what she is looking for from us. We were out of town for over two weeks with a relative who is dying from cancer. She expects us to come home from that to give her a refund check immediately? Really? Why did she not call the business phone number and ask about a refund? That did not happen. She appears to have her own agenda here. I am willing to talk to my attorney about slander regarding this complaint if she wants to go that route. I can not do anything more than give her a refund, which I already agreed to do. What  does she want from me?

  Customer response

  06/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Business is business, until I have refund check in hand, I will reject business response. I have attached a email that I received from ********* (H&H pools) this morning, awaiting a response. 

  Regards,

  **** *******

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