ComplaintsforModern Pool Cage Painting, LLC

• Initial Complaint

  10/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We hired Modern Pool Cage to do a full restoration in 2023. Within months we had some loose screens and noticed screws missing. We also noticed framing and painting had not been completed. Modern Pool Cage did come back to attempt and fix their errors! However, months later once again we have loose screens. AND now they will not return our calls. This time we hired a qualified repair person to fix the issues. He said the Modern Pool Cage employees used the wrong materials, framing was done inaccurately and there were numerous screws missing. We have made 5 attempts to contact Modern Pool Cage and to no avail, nothing. Meanwhile, we have paid $4,000 to fix all of their inaccuracies,

  

  Business response

  10/01/2024

  Ma'am, you last contacted us for a touch-up on 03/28/2023, and we helped you with the problems. You haven't called us for over a year. You should have consulted us first before hiring any company. It is impossible to use the wrong material because all screen companies buy the same material from the same store. The photos you are posting are only the contract and your check, our contract should not be published to the public, that is illegal. Please, if you want our help, we can help you, but only with the warrantee work not with payments.

  Customer response

  10/02/2024

   
  Complaint: 22365361
  
  I am rejecting this response because:  Yes, Modern Pool Cage is correct in that they did attempt to fix their errors in spring 2023.  However, my complaint states months later specifically after Hurricane ***** 2024 we did call for support.  When we first signed the contract, **** was our contact.  He was designated as our contact because of language barriers when calling the home office.  **** was contacted five times after Hurricane ***** 2024.  Three of those five we were told "someone will get to your property and take care of it."   Five times is extreme and unprofessional.  We hired a qualified person to help bring this to fruition.  
  
  Sincerely,
  
  ***** *****

  

  Business response

  10/02/2024

  Ma'am, in our offices, we have several people who speak English. You should not demean any worker in this country because they do not master English. Most of our workers are doctors, engineers, athletes, etc., and they are in this country seeking opportunities for their children and families.

  You have not called the company at the number ************. Our receptionists answer 100% of the calls. You might be calling the wrong number. If you say that you paid $4000 for repair is because the cyclone damaged your pool cage, we do not cover cyclone damage for obvious reasons. You have to call your insurance for those issues. 

  Customer response

  10/02/2024

   
  Complaint: 22365361
  
  I am rejecting this response because:  the response doesn't equate to the concern.  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pool cage re-screening and painting, replace door, we hired Modern Pool Cage to re-do our pool cage, they came out no one could speak English, when they completed about a month afterward the screens started to come apart, we tried to contact the Company with no luck, finally we hired another contractor to make the screen repairs, now the screen has come apart in several more places and I was told by another contractor that they used the wrong size stripping to hold the screen in place, the paint is also chipping off in seveal places.

  

  Business response

  01/31/2024

  Hello *****, we apologize for the inconvenience you are experiencing. We actually have a message from you from a year ago, but it does not specify the issue. The group that installed the screen for you was expelled from our company almost a year ago and penalized because they were stealing and replacing our materials. We sincerely regret your concern, but we will send someone urgently this week.

  Customer response

  01/31/2024

   
  Complaint: 21222113
  
  I am rejecting this response because: When I have proof of the repairs, I will then accept the response, but I need to make sure the repairs get completed before I close the complaint.
  
  Sincerely,
  
  ***********************

  

  Business response

  02/03/2024

  The work has been completed, and here are the proofs. We deeply apologize for the unfortunate incident that occurred in your home. The workers involved were expelled long ago, and we are still facing the repercussions. We sincerely hope that you will accept our apology, and please let us know if there is anything else we can assist you with.

  Customer response

  02/06/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company was contracted to restore our pool cage and replace an existing gutter in April of this year 4/19/23, but because it has been drier than usual the improperly hung gutter was not noticed until after the job was completed. I have placed numerous phone calls and emails to the company to have the issue resolved but they have not contacted me. My neighbor has used the the same company to have her pool cage restored and the company came out this week to do her job but they somehow got paint splats from my neighbors cage on my pool deck and in the screens, my wife spoke with someone on the crew about this before they left on Tuesday July 11th and they said they would have to come back and take care of this ( no name, no number or any information was given). On Tuesday evening, I called the salesperson to inform him about this and he said he would check with the office and call me back on Wednesday but no phone call came so I called the office to complain about these issues and then a crew showed up to my house and tried to "fix" the issues but I have already contracted with a gutter company to replace what they replaced ( the gutter is hung wrong and needs to be replaced), they added some silicone sealant to the gutter but at this point I no longer wish to have them, Modern Pool Cage Painting, do any work. I am requesting that my money be returned to pay for the replacement of the gutter that they installed ( $1,740 for the gutter installment). As you can see from the attached pictures the gutter is not installed properly... The amount of water in the bucket is from this mornings rain Saturday, July 15th, 2023

  

  Business response

  08/07/2023

  The gentleman's situation has been resolved with the successful installation of the ************. The issue was with the roof of his house, and despite that, we had to provide him with the requested funds. These are the types of situations that can occur in companies!

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  invoice #************* date 10/13/2022 for $6895. Pool cage work was finally completed Mar-Apr-2023. All work was guaranteed for 5 years. This included new doors and latch handles. One door handle was defective and has not been able to be opened. Company has been called repeatedly. They only have voicemail. They do not return calls or respond in any way. Resolution: Fix the door handle as agreed upon with HOA and Modern Pool Cage Painting.

  

  Business response

  06/15/2023

  Good afternoon, we have not received any request from you. But don't worry, that door thing is just turning a s**** and it's solved. This week a worker will go to your house and in 5 minutes the problem will be solved.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In February 2023 I got an estimate to do a pool cage restoration from Modern Pool. I contacted them because they did a neighbors cage. I requested that the job be performed end of April so that I would be present as I live out of ***********. It was scheduled for April 24. We tried to call them week prior to confirm, left message but they never called us back until we sent an email. Said they were set to start on the 24th. That day came and no one showed up. I left message for them, got no response. Next day no one showed up so we emailed and left voice message that we wished to cancel this job. We got a phone call mid morning on third day asking why we wanted to cancel the job? Seriously? No one showed up to do the work. I was told they could send someone in the afternoonI said no as I was heading back up north that evening and I wanted to be present when the job was being performed Can you imagine if I was not there? I requested return of my $500 deposit. The contract states return of deposit if you cancel the job. I was told they would keep $100 because we cancelled the job. Actually, it seems like they cancelled me since no one ever came to do the work. I gave them my ************* address to return the deposit to. It is now 7 weeks later and there has not been a return of the deposit. I even checked the mail in ******* just in case they sent it here, but they did not. I want full refund of my deposit.

  

  Business response

  06/30/2023

  The deposit was refunded on April 26th and mailed to the address provided, in *************. 

  Customer response

  06/30/2023

   
  Complaint: 20173900
  
  I am rejecting this response because: I have been in ************* and as of today, June 30, 2023 I have not received a check.  If I had received one I would have cashed it and this case would be settled.  
  
  Sincerely,
  
  ***********************************

  Customer response

  07/12/2023

  I have NEVER received a refund check from Modern Pool.  It is now July 12, 2023.   

  Customer response

  08/31/2023

  I have received my refund on August 16, 2023 and am satisfied in this outcome.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had my **** pool cage Painted and all screens replaced, Cost was $5000 March 18th 2023, I ve been calling the business for 1 month and a half, only to hear, mailbox is full, when I called from a different number, someone answered the phone on May 30th, 2023, I explained what the issue was, and I was told that someone will get back with me to resolve the problem, I called back today to only to get a voicemail, I want my Screen repaired asap because there is a tear in one of the larger screen. The screens were replaced a little over 2 months and there is an Issue Already? I lived up to my end of the bargain and so should the company, the company was supposed to come back out on or around the 20th of March for some retouch of the paint, no one never showed up, this was an bad situation in the first place, because none of the workers spoke and English, all spoke Spanish, very difficult to communicate with the workers because I only speak English.All Im asking is that my screen be repaired or give me money back so that I can have the screen repaired,

  

  Business response

  06/01/2023

  Sir, the splines are going to be fixed, that's not a problem. You will be contacted today

  Customer response

  06/02/2023

   
  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.
  
  Sincerely,
  
  *****************************, As long as the business repair the issue, I will not be Satisfied until the problem is fixed, so until then the problem is not resolved, Im still waiting on a call from the business, I was told that someone will call me from the business, that was 3 days ago, as I have been trying to reach out to the company for over a month, not until I called from a different number, the business answered the phone.

  

  Business response

  06/13/2023

  Good afternoon, I already told you that the screen was going to be fixed, it's just a spline. We will go this week to see that problem.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are two Pool Cage screens showing small tear holes near the bottom as though the screen is strained and has shredded causing small stretch holes. Also, 3 cage frame bars have speckled rust spots that look like some of the mental fragment from the s**** removal were painted over and have rusted through. The pool cage was painted, new screws installed and re-screened by Modern Pool Cage Painting on 6/1/22. I want the paint and screen guaranteed honored. I sent a text to the company on 5/31/2023 with this information and photos of the contract and both issues I want remediated. I called both phone numbers for the company that are on their website and all I got was a message that their mailbox is full.

  

  Business response

  06/01/2023

  The holes in the screen are made by a blow caused by you or a member of your family or by an animal, this is not covered by the guarantee. We will try that and see what other problem you present.

  Customer response

  06/01/2023

   
  Complaint: 20124348
  
  I am rejecting this response because: it is incomplete. I agree that the screen could have been damaged by an animal and I can not prove otherwise. However, no remediation was made about the rust spots which have formed on the painted cage. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Modern Pool Cage painting to paint and re-screen my pool cage. I paid the 500 deposit in December of 2022 and was scheduled for work to be completed the of March 2023. They were to pain the cage black and do a full re-screen. I will attach the contract below. The cage is older so there was rust and a few holes that were to be addressed prior to painting and was noted in the contract. The cage was painted with one coat of paint rather than two as was agreed upon, the rust was not removed prior to painting and 3 sections of screen were already ripped when they completed. They had also gotten black paint on most of the pool deck. The next day my wife and I were cleaning up the yard and stepped in a hole where we sank and were covered in black paint. I believe the employees admitted to digging a hole in the yard and pouring the remainder of the black paint in the hole then covering it back up. I assume they admitted fault because the supervisor reduced the total owed to cover the cost of the two pair of shoes that were ruined then came to clean the mess. He also agreed that they did not sand prior to painting so he had them redo everything to include replacing the screens that were already torn and touching up the paint on the pool deck. I paid them ***** upon completion. The next week the screen on the top of the cage came loose. I got the ladder to look at it and realized in addition the the screens coming loose 1 week after install, none of the screen on the roof of the pool cage was secured properly. It is draped over the cage and only secured on the edging. At this point Ive taken multiple days off work to be home for them to keep returning to fix things and I have another issue that needs addressed. I contacted the office via phone and email on multiple occasions without response. I asked to speak to the owner and was refused. I need the job done correctly and dont have the funds to pay another company since I just paid ***** to this company.

  

  Business response

  05/11/2023

  Sorry for the inconvenience but they are some small splines that have been detached by the sun. Someone will be sent to solve this problem. Two ***** of paint are always given, otherwise you would see almost no paint on the metals.

  Customer response

  05/12/2023

   
  Complaint: 19995068
  
  I am rejecting this response because: *********** refused to answer or deal with these issues prior to the complaint. Someone came out this week to re-secure the section of screen that came loose and tighten other sections of screen that were floppy and rippled. That was 4 days ago and the screens are loose again. I have contracted another company to see what needs done to keep the screens secure. I also was text by an employee and asked to remove my complaint because it had an effect on him personally since his job is to monitor the work of the employees on job site and there were so many issues with my job.. I would still like the company to consider a partial refund based on continued issues and the fact that Im spending more money to fix their worksmanship issues.

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

  

  Business response

  05/13/2023

  We apologize for the inconvenience and want to let you know that we will be sending a team as soon as possible to address the issue.

  Customer response

  05/15/2023

   
  Complaint: 19995068
  
  I am rejecting this response because:

  Im not asking for you to send a team. A team has been sent 4 additional times to address issues after initial install. Im asking that you refund **** dollars so I can have the issue addressed by another company. I have exhausted myself allowing your team to come over and over and mist work to be on site for the work causing a ***** income loss.
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 13/14, 2022 Modern Pool Cage Painting sent a crew to do agreed work to replace my pool cage screens and do any structural work necessary. According to their employee/sales person (****) the structural work included replacing any rusted or bad screws with stainless steel screws one size larger than the existing ones. The screens seem to be fine but in early March we noticed the cage creaking in heavier winds. I went out and began checking the screws that I could reach with a socket wrench and found numerous screws that were rusted and some that just spun without biting. I immediately contacted Modern Pool Cage Paintings office and was told theyd have someone contact me. I received a call from ******** who was the installer on our job and he set an appointment to come out on March 30th to do the necessary repairs. ******** did not show but called and said hed be out on April 1st but never showed. On April 7th I called Modern ***************** and spoke to a female who said shed get right back to me. I have never received a call back. Since that time I have been able to speak to ******** who advised he no longer works for them and was sorry and eluded this was the reason he no longer worked there. I have made numerous calls to the office and usually received a message saying their mailbox was full. On the occasion I get their answering machine Ive left messages requesting a return call with no replies. Im just looking to have them come and complete the service promised.

  

  Business response

  04/19/2023

  Good afternoon, in the contract you paid to change only the ***** bolts, not all the bolts. If you don't pay to change all the screws, of course the ones you don't pay to change will rust.
  In any case, ******** will go to your house tomorrow to see what you concern.

  Customer response

  04/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I was able to get a full resolution for Modern Pool Cage Painting LLC., yesterday.   

  
  Sincerely,

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

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/14/23 I paid Modern Pool Cage Painting a deposit of $500.00 to redo my pool cage in May 2023 and on 2/16/23 I canceled the job because the insurance company didn't pay what they should have paid in order for me to have the job done and I have to retain an attorney to go after the insurance company and I explained this to ********************* and that I needed the $500 refunded back to me and **** told me on 2/16/23 that he would refund my full refund of $500 and as of today's date I still have not received a refund yet. I'm also, going to file a police report for fraud. This is the worst company I have ever dealt with. **** sent me text messages stating that he would refund my money, but still haven't yet. Once the attorney gets the insurance company to pay what they need to pay I will not contact Modern Pool Cage Painting to do the job because of the way I've been jerked around for my deposit back. I will not do business with this company because I don't want to endure future problems with this company. All I want is my $500 deposit refunded back to me. This job was canceled two days later, not weeks or months later.Also, I was led to believe the total cost to repaint my Poolcage and rescreen it would be $5290.00 and then later I found out it would be $8,180.00.This company is trying to rip me off because I have several other estimates that can do the same exact job for $5,000-$6,000.Again, all I want is my $500.00 back.*********************

  

  Business response

  03/01/2023

  Ma'am, that $500 was sent to you several days ago, we'll check the mail anyway. We know you depend on insurance companies to get any job done and that's why the expedited check was sent to you. If you want to call the police, you can, your threats are illogical. We'll even send her an extra $50 to help you out.

  Customer response

  03/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have not received any monies or a check at all from Modern pool cage as what was told to me by ********************* that he would refund my $500. I want my $500 back that I paid as a  deposit and I want to be done with this company once and for all! I can assure you that today I am going to the police department to file a police report for theft. You're not getting away with ripping me off.
  
  Sincerely,
  
  *********************

  

  Business response

  03/03/2023

  *****, please, the check was sent to you a few days ago, we have no control over the post office

  

  Business response

  03/03/2023

  The check was sended to the following address.

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

  Customer response

  03/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:I still haven't received a check for my $500 deposit from Modern Pool cage. Like I've stated once already, all I want is my $500 back and that's it. ********************* sent me a text message today stating to me that he'll personally come to my home and give me the $500 back. I'll believe that when I see it. ********************* and Modern Pool cage picked the wrong person to try and s**** over.
  
  Sincerely,
  
  *********************

  Customer response

  03/16/2023

  I still haven't received the check from Modern Pool Cage yet as of today's date. I also, filed a complaint with the **************** as well against their license for theft and fraud.

  

  Business response

  04/03/2023

  This response was taken verbally by BBB:

  I am going out tomorrow to hand deliver the refund.

  Customer response

  04/10/2023

  
  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.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩