ComplaintsforSt. Augustine Pools, Inc.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I started the process to put in a pool with St Augustine Pools Inc back in October 2021. I signed a contract with them in December 2021 and the promise was that they would start within 6 months and be done by September/October 2021. Once I paid them a $3500 deposit several suspicious transactions happened. The salesman disappeared and moved to another state. I recently spoke with him and he said he moved because he had a falling out with the owners. He said they were doing shady things to customers. The storefront closed and I was told it was to do repairs after the hurricane but that was a lie. The storefront remains closed as of today. They finally came out to dig the hole in March 2023. They demanded payment before they should have received it and it was more than contractually agreed. They wouldnt move forward with out payment. They said they needed the money to get their truck out of the shop so they could keep working. Once I paid them another $15k they disappeared. They left a dug out hole and never hauled away the dirt. It has been months and they wont return phone calls. The pools walls are caving in. The hole is filled up with rain water. They never roped of the area for safety. They left tools and a disaster my back yard. My back yard it completely inaccessible because of the mounds of dirt everywhere and now there are plants and weeds everywhere that we cant get to maintain. There is so much more to this story. I have picture and videos of everything. I have copies of the contract along with proof of payments made. I also have numerous emails with the owners wife which confirms this and also documents multiple lies they have told. Any help would be greatly appreciated!

• Initial Complaint

  01/26/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I was told I had to place a deposit down to get on their waiting list and that the project would start in six months. I was told that the deposit was not refundable once the permit was applied for. After 5 months I tried to contact them in regard to a change I wanted to make and get a status update. I found out that the business was no longer operating from the office and the only way I could contact them was via e-mail. I also found out that they never even filed for a permit. My wife and I decided to cancel the project and I requested our deposit back. They asked for more time and I said no we just wanted our deposit back since the project wasn’t started and the permit was never applied for.

  Business response

  02/10/2023

  A deposit is required when contract is signed.

  An estimated start date is given.

  There is nothing written that after permit is pulled that deposit is not refundable.

  At the time of our move  yes email was the best for communication.

  Permits can only obtained with the proper paperwork from the customer.

  Requested Building Application and NOC from customer in November.

  The statement for more time was price change on material.

  We would love to build you a beautiful pool and work it out together.

  Tell us why here...

  Customer response

  02/13/2023

  [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 signed the permit and the other document back in August, which was turned in to the sale representative,  and I have a copy of each document I signed. Their request in November for the documentation was only after I contacted them for an update. Their mishandling of the documentation and failure to follow up with us prior to my contacting them in November resulted in our cancelling of the project and our request for our deposit back. I am still requesting our deposit back. 

  Regards,

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

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CONTRACTOR: ****** ** ******** AND ***** ** ******** St Augustine Pools Inc **** ****** ***** ******* *** ***** Principle Address: **** ** * ******* ** ********** *** ***** CONTRACT FOR: Residential Swimming Pool CONTRACT DATE: January 13th 2021 Please see attached Contractor Performance Sheet for an over-view of the issues leading to this complaint. START DATE: July 21st 2021 COMPLETION DATE _____________________ ADAPTOR FOR VACUUM REQUESTED MARCH 4TH 2022 BUT NOT YET RECEIVED. CONTRACT AMOUNT DUE: FINAL INVOICE REQUESTED (APRIL 6TH 2022) BUT NOT YET RECEIVED CERTIFICATION OF COMPLETION REQUESTED BUT NOT YET RECEIVED (APRIL 6TH 2022) Request for List of Subcontractors and Suppliers sent Registered/Certified Mail on April 19th 2022

  Business response

  05/13/2022

  Attached to this email is our response to # ********.
  Thank you, *****
  

  
  

  Customer response

  05/13/2022

  [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: We have not received any certified affidavit of completion and cannot, until we do receive that affidavit,  verify that they have responded to our certified letter requiring it be notarized and contain a statement that ALL contractors, subcontractors and suppliers have been paid.   We mailed two letters to their home address and to their office address to which they had ten days to respond to us with a list of suppliers and all sub-contractors.  They failed to respond to that within the ten days (they received the letter at their home address on April 26th - the 10 day time frame ended on May 10th).   The letter certified to their business office has not been accepted by them as we have not received notice of the date of delivery/acceptance.  Once we have received the affidavit, allegedly sent to us May 13th 2022 (today), we will respond again. 

  Regards,

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

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

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