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Business Profile

Pool Service

Spring Street Pools, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Service.

Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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  • Complaint Type:
    Order Issues
    Status:
    Unresolved
    We are seeking your assistance in recovering $20,000 we paid to Spring Street Pools Inc, for services they failed to render. We contracted with Spring Street Pools to build an inground swimming pool at our residence in Miramar Beach, FL. They excavated a hole and then left our property in distress for 52 days, with rain and erosion undermining our foundation. We got in touch with other homeowners that Spring Street Pools was building pools for. In two homes, Spring Street Pools had also left an unprotected excavation for weeks with the same false promise that they would get to them soon. In another two homes, Spring Street Pools had poured a concrete shell, with serious engineering defects, and the county had issued a stop order. In yet another home, rebar was installed in a shoddy way and had to be removed. We terminated the contract on April 12, 2023, because of nonperformance and a pattern of dishonest communications, unfulfilled responsibilities, negligence, timeliness and safety concerns, as well as drug use concerns (John ******* asked if his crew could smoke marihuana on the job). After 9½ weeks of neglect, the pool could not reasonably be completed within the 10-week contract timeframe without serious quality compromises. For further details, see the attached Termination Letter. We were compelled to hire a new builder and start over. This has cost us a lot of extra expenses, starting with redoing the excavation to shape and reinforce it properly. Our payment of $34,400 to Spring Street was made in good faith but the services rendered after 9½ weeks (only permit, drawings, and incomplete excavation) amount to only about $10,000-$15,000. In the termination letter, we requested a reimbursement of $20,000 from Spring Street Pools for work not performed. Spring Street Pools did not provide a satisfactory response, or any kind of response for that matter, to address the serious issues we raised.

    Business response

    06/07/2023

    Spring Street Pools, Inc was on the job and had everything they needed to complete the project.  Our Contract did not allow Spring Street Pools, Inc. to perform Irrigation Work, nor did our license.  It's axiomatic that when you order a new Pool, any Irrigation Lines within the scope of work must be moved.  In this case, Spring Street Pools, Inc received notification from the Owners that they had a strong Irrigation leak occuring near the corner of their home.  In an abundance of caution, Spring Street appeared immediately to help, and did everything we could to perform an emergency capping of the irrigation lines.  It was then the Clients' responsibility to mitigate the irrigation lines, and Spring Street's hands were tied.  The irrigation system was running in a matter that defied our logic, as it was occuring both coming from, and heading to the Irrigation Pump.  Our Scope of work included setting up a Spa and Waterfall in the affected area.  Spring Street checked several times, and found nothing done to mitigate the condition by the Clients.

    Spring Street asked if we could proceed, within the Contract period, and the Clients had talked to other clients of Spring Street and the small group of clients worked together to "fire Spring Street together" and seek to "destroy his companies".  Nonetheless, Spring Street reminded the Clients that the Parties are within the Contract period and are ready willing and able to complete the Contract.  Spring Street asked the Clients not to Breach the Contract, that Spring Street was not seeking any money beyond the Contract amount and that if there's an issue, to please Send Spring Street a written description of their claims and give Spring Street an opportunity to cure any claims.  The Clients unilaterally decided to terminate the Contract, leaving Spring Street no opportunity to complete the work per Florida Statute.  Spring Street put the Clients On Notice that Spring Street is honored to complete the work, for the agreed price and fully Warranty the completed project.  Again, the clients unilaterally decided to terminate the Contract.

     

    Spring Street is not a bank.  Spring Street does not sign Contracts to build Custom Pools on other people's property using Spring Street's money.  Our Contracts and our in person discussions are up front about that, and the time to decide whether or not to proceed is during Contract negotiations, not unilaterally afterwards.  Spring Street completes projects that are paid current.  Spring Street has no obligation to complete projects that aren't paid.  Spring Street is honored to deliver completed projects for great values and no client has ever been harmed by allowing Spring Street to complete a project.  Any loss that may or may not occur in this situation is the responsibility of the client who unilaterally terminated the Contract along with their online civil conspirators.  Spring Street remains ready, willing and able to complete the project for the contract price.

    Customer response

    06/11/2023


    Complaint: 20087176

    I am rejecting this response because:

    After Spring Street Pools tore up the irrigation pipes during excavation, we turned off the irrigation system. There were no irrigation “leaks”, and the irrigation system had absolutely NO impact or delay on the pool construction. Furthermore, Spring Street never notified us about the sprinkler system even being a factor in the construction. Spring Street never mentioned in any communication – whether in person, text, phone or email -- that there were any reasons to delay construction, much less that any mitigation of any sort was required on our part. Spring Street simply abandoned pool construction for 7.5 weeks. Their claim that their “hands were tied” is completely untrue.

    Spring Street had plenty of opportunity to make progress on the work but failed to meet the 10-week timeline required in the contract. They dug a hole in our backyard and then abandoned it for approximately 2 months. It was only 6 days before contract expiration that Spring Street Pools contacted us to proceed with work beyond excavation. At that point there was no possible way they could complete the pool within the contract deadline. The excavation already had washout and needed rework, and the remaining phases – steel placement, plumbing and electric, concrete, plaster, tiling, equipment installation, and startup – had not begun at all. This failure to meet the timeliness requirement is a breach of contract. It was at that point that we released Spring Street of the permit and sent them a termination letter outlining various issues of concern. Please see the termination letter (sent by certified mail) that was attached to this complaint for more details. We reiterated our concerns in a second certified-mail letter to Spring Street, and again did not receive any response.

    Spring Street did not show evidence of being ready, willing and able, starting with the fact that they did not address any of the numerous concerns we informed them about in our letters. In addition, when we became aware through County inspection records that two other pools that Spring Street was building during this time period had stop orders from Walton County due to construction defects, we asked for a site visit from the County inspector. The inspector expressed concern that our house’s foundation was at risk with the erosion that took place because the hole was left unprotected for about 2 months. We also became aware of two additional pools that, like ours, Spring Street had left abandoned for several weeks after excavation. These issues removed any remaining faith we had that Spring Street could fulfill their contractual obligations. Furthermore, the events outlined above indicate a pattern of deceit on the part of Spring Street. There is no credibility to their claim of being “Ready, Willing and Able” to perform the work to code and in a timely fashion.

    We are again asking for reimbursement of $20,000 out of the $34,400 we paid Spring Street. Considering no work was done beyond excavation, the amount Spring Street would still retain is more than generous.

    Sincerely,

    Marjorie *******

     

  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I signed a contract for pool, pavers and fence on 5/14/2022 with Spring Street Pools, Inc. License #CPC1459815 at 3434 E County Hwy 30A, Santa Rosa Beach, FL 32459 at 850-978-8233 Contract "Completion date is 6 weeks from the permit date." Permit date was 6/9/2022. To date have paid 36,000 of 45,000 contract price. Mutually agreed to changes in contract include changing from electric heat for pool to gas & deferral of last 9,000 payment until contract completed, etc. On 10/24/2022 contractor left job site taking materials & supplies. Despite repeated efforts contractor refused to complete project. I estimate the work done to date that will not have to be redone is approximately 65% complete.Contractor asked us numerous times to leave our home for an extended time & not to talk to them though building a custom pool. Damaged pavers were installed, per other contractors not proper base, not well aligned/unlevel/not attached w/large overhangs. Several coping pieces have chips. Appears overflow not connected. Equipment bin, fencing, lights for steps, electrical outlet to be installed has not yet been started/completed. No training on use of pool equipment. Skimmer not encased in concrete & open to ground. Plaster appears to have been damaged as has chips, is not a smooth surface, has a foot print and a dark spot. Have not received schematic on where plumbing pipes are, whether or not electrical lines are in conduit and where electrical lines are located. Important contract items were not done or changed by contractor including level of pavers & pool height. Grout not done around coping. Tile work not complete/damaged. Pre-existing Home Gutters & pavers damaged by contractor’s heavy equipment. I have received quotes for work contractor hasn’t started/ rework of approximately 21,000 and I have not yet received quotes for all work that will be needed.

    Business response

    12/11/2022

    Spring Street Pools, Inc. strives to be the very best value in the Swimming Pool Industry.  In this particular case, the Client received a discount of 30% of Market Rate.  In return, the Client agreed that upon Contract signing, Spring Street Pools, Inc. would be permitted, and helped in moving right through the work.  We find success in building Pools at excellent prices by forging a team with our Clients.  When the Parties to a Contract treat each other as valued teammates with a mutual goal, value is created.  When (1) Party to a Contract behaves as if they are seeking to Win against their own teammate, frictions result.  When (1) Party to a Contract behaves as if they are going to Punish the other, problems are virtually guaranteed to arise.  Contracts are valid when they are intended to be mutually beneficial.  For a Contractor, that means that the Client is responsive to any changes they seek.  A Contractor cannot move through a project with confidence without the cooperation of the Client.  In this case, Spring Street Pools, Inc. was interrupted in their work by the Client within the 1st (24) Hours of commencement of the work.  This interruption continued through each and every phase of the project, to the tune of Dozens of work stoppages, wherein the Client could take his time to consider, and reconsider, each and every decision.  Spring Street Pools, Inc has been completely denied the Benefit of the Bargain and any opportunity to Profit, or even break even.  This was 100% the result of a purposeful strategy wherein the Client behaved as if they were the Contractor of Record.  They aren't.  Spring Street Pools, Inc is.  Continued attempts by the Clients to commandeer Sub-Contractors is improper, and illegal.  Spring Street Pools, Inc continues to start and complete swimming pools completely around this particular Client's project, and that is 100% the result of the Client's refusal to partake in the Dispute Resolution Process.  The Client completely omits that (1) Day was added for each Rain Day.  He did that on purpose to the BBB, so his dispute would look more genuine.  The short of this Case is:  John ******* interrupted the progress of his own project repeatedly, purposefully and over the warnings of the Contractor.  The Contractor could only be harmed by construction dragging out, and never once acted to slow the progress or proper completion.  Mr ******* walked away from his Stautory responsibilty when he was served with his Florida Right to Cure Notice, and that was the day all construction ceased. The Client owes Spring Street $10,000 and Spring Street has no obligation to continue construction until the payment dispute, and Statutory Right to Cure is resolved, but Mr. ******* chose to walk away from Dispute Resolution and lie about the Contract across Social Media, and continues to.  Spring Street has been ready, willing and able to complete the project and Warranty the project the entire time.  The Client continues to go the long way around.  There is no Warranty or expectation that the Client should has a code compliant, warrantied project until it is complete.  That's the Law, and it's Spring Street's honor to complete the project the day the Client returns to the Dispute Resolution table as required by Law.

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