ComplaintsforCoast to Coast Pools

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have contacted Coast to Coast since May about an issue we have with our new pool. This pool is 6 months old. Up to this point they have been very responsive. Weve had minor problems which were addressed immediately (pavers, grout, etc). Now that we have what may be a bigger issue we can not get a response or even an acknowledgment to our emails. Our spa area is uneven and visibly disfigured. This is the same issue with the surface texture in the pool area. It is also chipping off on the corners leaving holes as well as just coming off at times by rubbing it. Based on what is visible I would imagine the entire deep end is similar in condition. At this point, we would like someone to fully inspect the surface texture and discuss our options. Based on what I see draining and resurfacing is the only option to correct the issues. I would love to hear their thoughts on this but unfortunately there is a problem with accountability in the office and no one has to respond or acknowledge customer issues around poor workmanship.

  Business response

  07/10/2023

  We've documented your concerns about your plaster.  It was sent over to the plaster company on 7/7/23 for evaluation and we are awaiting their final report.  We've attached guidelines and expectations from the ************************ as complaints of "waviness" or "discoloration" is addressed within those guidelines.  We are also awaiting the water chemistry reports as the homeowner is maintaining the pool service with an outside source and contractor.  

  Customer response

  07/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory as long as the plaster company reaches us in a timely manner. While this was sent to them on 7.7. The original complaint to Coast to Coast was sent on ****.  Also I appreciate the plaster guidelines attached. I would like to note we do not have waviness or roughness concerns but actual holes and chunks coming off.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My pool was started on Oct 2022 when I met the Supervisor who was non existent throughout the entire process. I saw him 2 times during the build once in the beginning and when he installed the alarms on my doors. I had to repeatedly call the office when people didnt show up to work on the project to find out what the next steps were. There was no communication unless I intimated it and had a very difficult time getting a response. The pool was built (I have no idea if correctly) and the cage was constructed (with many issues some already resolved after escalating to Chance, VP). I noticed during the cage construction that a paver had been cracked and let them know right away as it was under a support and was told that I could add that to a list of punch items at the end. Once the pool was completed there was pool school which came a list of punch items including the issues we had with the cage, chipped and broken pavers. The only item that they have addressed on the punch list has been the additional sand and stainless steel screws they should have used in the beginning. I have emailed several times with pictures and they are making excuses why pavers cant be fixed. They are telling me now that the broken paver under the support cant be replaced because its under a support which to me should be more of a reason to change it. They havent mentioned the cage issues at all. I finally was able to use my pool after I threaten to call 8 on my side, 45 days after if was completed. I found several gaps in the concrete by the bullnose pavers and hole in a screen by the pool edge I couldnt see until I was in the pool. We also noticed CRA the cage company made ugly cuts into the pavers for the cable line. We think this is an eye sore and sloppy, that a bolt extender should have been used instead and want this corrected and the pavers replaced. I have sent multiple emails with zero response and Im tired of having to advocate to get this work completed correctly.

  Business response

  05/04/2023

  ****************,

  I hope we are not cross referencing or responding to something that has already been addressed or is being handled.

  Regardless, you fail to mention that you refused to purchase and declined the option to pay for stainless steel screws for your cage.  You also declined the option for a picture view widow and upgraded screening.  The assumptions of what we should use standard in not a luxury that these competitive markets allow.  You also failed to mention that in the spirit of good business we INSTALLED stainless steel screws and no charge to you regardless of what your assumptions were or how you "assumed" it would be built.

  As far as the hurricane straps, every cage in specifically engineered.  Coast to Coast Pools, nor our aluminum subcontractor, can change the way your cage is built, the way you assume it should be built, nor can take opinions on how it should be built.  The hurricane straps are required, they are required to be attached a specific way per the engineering.  We are regulated by state code to follow that engineering and those regulations.  Please see the attached paperwork showing your cage has been inspected and the cage, hurricane straps, and workmanship has passed inspections. 

  In regard to the one chipped paver under your load bearing beam, please see attached ASTM guidelines on concrete products.  The worry, or the concern the chipped paver under the beam should be replaced for structural concerns has no merit.  Your cage is screwed into a concrete footer that is bearing the load of your cage.  The paver in not.  We said we would not be disassembling your entire cage to replace the 1 chipped paver on the backside of your pool.  We hope we've met all other expectations replacing pavers you were unhappy with.

  we know you met with a representative in person, and he said we would address the pinhole in your grout.  We will certainly handle that and that workorder has already been dispatched.  

   

   

   

  Customer response

  05/10/2023

   
  Complaint: 19898029
  
  I am rejecting this response because: I think its ironic how the beginning of your response starts with "I hope we are not cross referencing or responding to something that has already been addressed or is being handled." When after writing this complaint someone has been to my house to address my complaints, hence why I made this complaint in hopes of that response.

  Regardless, I didn't fail to mention that I declined stainless steel screws at the BEGINNING of my contract for which I had to wait 8 months to be STARTED. I didn't mention it because they weren't even offered at the signing of my contract, I had to inquire about it. I didn't mention it because PRIOR to any construction being started with the delay (due to supply/demand), we chose to request stainless steel screws and signed a change order so they would be included in the erection of the cage 4 months before it was started. I also didn't mention the situation with the stainless steel screws in detail because this had been rectified but NOT out of the "spirit of good business were they installed" but because we had PAID for them and CRA neglected to use them in the build and you had to rectify it since I had PAID for them, so there shouldn't be any charge to me for YOUR mistake! 

  We have notice it to be very common for this business, like I have read with other complaints, not to accept any blame and only blame the customer for their negligence. The other things you mentioned I declined have absolutely nothing to do with this case, but since you mentioned it, those options were never even offered to me, which I find amusing you would assume had been just because they were checked off by the designer.

  For the hurricane straps I completely understand the cage is specifically Engineered since I had a separate Engineer come and inspect the work that had been done because of the lack of oversite. I am not an Engineer and never claim to be but I am at home when the Inspector comes and I do ask questions and they did explain what the errors are and what is missing all  3 times they came to inspect the cage and failed it. The last time they passed the inspection I wasn't here (I do have video cameras and have it documented).  The workmanship was the minimal to pass inspection doesn't mean it wasn't sloppy, which it was. Instead of using an extender they just carved into my paver because they were too cheap or lazy to add one which is no different then what the Engineer had planned and was later confirmed would be replaced by ****** VP and that a "work order had been submitted" which we still have yet to be completed.

  With regards to chipped pavers, some pavers have been replaced since this complaint, that were on my punch list. I still have the chipped paver under the load bearing beam you mentioned with exaggeration. No one asked for the entire cage to be erected to replace one paver, in fact I have chipped pavers under 3 of the back load bearing beams because holes were not pre-drilled (sloppy work). I asked for the cage to be unscrewed and that one HALF paver, with obvious cracks  to be replaced because the beam is not screwed into that paver but screwed into the coping paver in front of it. I also wanted the paver they chipped away for the hurricane strap replaced and the extender added which since this complaint has been confirmed it will be done but still outstanding.

  I am still waiting on CRA to replace a beam that they dimpled on erection (on punch list), a bottom screen with a hole in it and a possible bottom rail that is rusting onto the pavers, within a month of erection, which I find odd with an aluminum cage and stainless steel screws. Until these things are completed my complaint is NOT resolved. 

  I want nothing more then this situation to end. I have never dealt with a company with employees so unprofessional, pompous or rude. Their integrity and quality are still in question and I would never recommend them to anyone at this point.

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

  Business response

  05/11/2023

  ****************,

  I apologize for the misinterpretation of what I was trying to say or explain when I referred to "cross-referencing" or crossing paths on repairs.  It does sound like a CRA aluminum technician was out there this morning and this may be another cross referencing situation or me trying to explain something that is already taken care of.  When our VP met with you on site to take note and address your concerns, he contacted the ************ subcontractor immediately.  He did mention to you that cage companies can take up to 30 days to handle their warranty work.  Here it is 14 days later and they've reported they were there today.  I did provide copies of the passed final inspection for the cage.  Does this take care of all your cage concerns???  

  Customer response

  05/15/2023

   
  Complaint: 19898029
  
  I am rejecting this response because:
  CRA was here to add the extension to the tie down and replace the screen with the hole in it. They still have yet to fix the dented corner support beam (on my punch list from March) and the rusted bottom piece, near the support beam with the broken paver, under one of the bolts they replaced with a stainless steel s**** So no, unfortunately this does not take care of the cage concerns.
  

  I also still have 2 pavers that still need replaced. 
  Sincerely,
  
  *********************

  Business response

  05/17/2023

  We just spoke to CRA and they apologized as when they were there, you hadn't pointed it out to them.  We have confirmation that you had mentioned a small dent.  We emailed your concerns.  

  They confirmed they will be out within the next ***** hours to rectify.  Please feel free point out any areas of concern while they are there.  Please call the office with any other concerns.  

  Customer response

  05/20/2023

   
  Complaint: 19898029
  
  I am rejecting this response because:
  CRA did come to the house he said to replace 1 x 2 which is not the dented beam. I asked if it was the piece that goes along the bottom that is rusted and he said Yes. I wasnt home, they never let you know when they are coming, so I asked him via my video camera if he knew what he was there to fix and he said yes. When I looked on the camera he was looking around for what he was supposed to fix and wasnt even on the right side of the cage. I told him there was nothing to fix on the side of the cage he was on and told him where the issues were but he kept coming back to the side that has no issues. I asked him to call his boss and reschedule his visit for when I am home because I did not feel comfortable he knew what he was doing and didnt need any new issues to worry about. Still waiting for them to fix the dented beam that I have told CRA employees about multiple times and they have used their iPad to take pictures of and the rusted area across the spa in the same are as the broken paver. I still need that paver and the one CRA cut replaced. 
  Sincerely,
  
  *********************

  Business response

  05/22/2023

  We received notice from a ******************* at CRA (*******************************) that the cage repair was completed 5/18/2023

  Customer response

  05/25/2023

   
  Complaint: 19898029
  
  I am rejecting this response because: I work from home and NO ONE from CRA was at my house on 5/18/2023 and has not fixed the two issues that are still outstanding since Chance was there last month. This is a good example of the kind of communication that happens with this company. I am pretty sick of messing around. Why doesnt someone from CRA who can speak to me and understand what I say come to actually fix the issues they have taken pictures of at least 5 times. 
  No one simply wants to fix their crappy work. Dont lie about it, I have cameras all around my house and home all day. 
  Sincerely,
  
  *********************

  Business response

  06/15/2023

  See attached.  CRA (our sub-contractor) for cage repair was there on 5/11 and 5/18.  Picture provided....CRA did mention that the homeowner was NOT at home but did correct the work and provided the picture.  Coast to Coast Pools has closed all work orders and concerns.   

  Customer response

  06/20/2023

   
  Complaint: 19898029
  
  I am rejecting this response because: as you can see very clearly in the pictures these issues have NOT been resolved and you can close them all you want but until they are resolved this isnt going away. CRA was here and took more pictures of these issues and still havent resolved them much like you will my cut and cracked pavers. We have also found a place where they cut the screen too short and just overlapped so we wouldnt notice. It obviously has taken a couple months but we have noticed and it needs replaced as well. Please see your follow up email sent this week. If your intention is not to correct these issues and keep avoiding them please put that in writing so I can move forward with my next steps. Also please explain how you can close an issue with rust (see pic) with stainless steel screws and aluminum, this will also help my case.
  Sincerely,
  
  *********************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Coast to coast pools built our pool and we closed on the home on 10/15/21. Our contract has a one year warranty. We notified the company on 6/10/22 that two spa jets have not worked since we closed on the house. The company has yet to fix the issue despite it being under warranty and despite numerous written reminders of the issues. The company finally responded via email on 7/14/22 by saying "we aren't sure when we can come out as we live in Lithia and we don't go out there very often." This is unacceptable as we have a one year warranty and location is not of our concern. Location of the company should have no bearing on them complying with the warranty and to resolve the matter in a timely fashion. My goal in my complaint is to motivate the company to come and repair the non working spa jets.

  Business response

  08/12/2022

  Business Response /* (1000, 5, 2022/07/28) */ With all due respect, we are surprised this complaint came in or hasn't been removed already. After sending a technician to the residence, the homeowner was under the impression the spa return was a therapy jet. (somewhat of a common mistake) The spa return will never work in spa mode... Secondly, the actual therapy jet that had little to no flow was because the homeowner has an outside pool service who hasn't cleaned the filter in months!!! (please see attached picture) All our technician did was pull the filter, clean it, and magically everything worked as it should. We did not charge the homeowner for educating them on the problem.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Wrong filter installed a Jandy not the Pentair filter ordered & they never even told us about the Jandy (no booklet or any info at all)? it is a different brand & 1/3 smaller than ordered. This lack of a 3rd Pentair piece of equipment also decreased our warranty from three years down to one year - because we only 2 Pentair items instead of the 3 ordered. The hand rail is in the wrong place by more than a foot. Grout sealer under the bullnose is also very poorly done with many holes. The deck is sinking in multiple places in some areas over an inch deep. Multiple discolored, stained, chipped & incorrectly cut tiles. Countless calls & emails from me and our Devosta field manager over the last 11 months and non, zero of these complaints has been addressed to say nothing about fixed or corrected by Coast to Coast Pool.

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/25) */ *****/ ******* is one of our largest customers. They in fact did contract us and all paperwork is with them. Your contract with them says specifically "upgrade or equivalent to"....Your pool equipment was upgraded to Jandy because of the pandemic shortages and lack of Pentair equipment. ******* was VERY well aware of these changes with ALL of their customers (not just you specifically) as they helped in facilitating the changes so delays would not be extended. Your swimming pool is specifically engineered. We don't have the luxury of just "making your equipment smaller or not using the correct filtration" We actually upgraded your system at no extra charge which also extended your warranty. ******* contacted us (as we talk to them daily), we talk to them regularly and you had reported something about sinking pavers in August. We were there within 7 business days to correct your concerns. The handrail has been verified to be in the proper and noted location best suited for the steps. We have notes that you still have a month of warranty left. ******* has confirmed there are no open requests or work orders for your project. If you have valid complaints or issues, Please feel free to call the office and put a work order request in. (XXX)XXX-XXXX ask for Ashley. Coast to Coast Pools has ZERO requests from ******* or the homeowner at this time. We would be happy to address any issues you may have concerns with. Consumer Response /* (3000, 11, 2022/06/09) */ My apologies I did not realize there was a date of 6/4/22 to respond. On Friday 5/27/22 at 9:34pm we received a work/service order from our Divosta/Pulte rep. He had informed us earlier that day he had "lost" all our email communications since January 2022- even the ones since his walk thru 4/18/22. The first line item on the service request for 6/8/22 from 8am to 12n is WO#FMXXXXXXXXXX assigned to Coast to Coast Pools to repair 4 areas where the pavers are settling repair drain and drop off warranty papers for the Jandy filter that we did not order. They did not show up - we did contack our rep Frank and he said he would get after them. As of no I have nothing from either. Thank you, Mary ****** Consumer Response /* (3000, 15, 2022/06/13) */ I guess it did not go through. Friday afternoon 6/10 to guys showed up unannounced to level the pavers on the lanai. For the most part we are happy with the leveling work they did. 1. The rains came before they would really clean it off well so we had quite a mess on the deck and in the pool. 2. They did not bring any new pavers to replace the tiles that we need to be replaced because they are either cut 2 times, chipped or stained. 3. They did not bring any of the 3 year warranty paper work for the substitue Jandy filter/ Pentair combination of equipment. Thank you for your help. Mary ******. Business Response /* (4000, 17, 2022/06/14) */ The pool equipment owners manuals have all been emailed to you. As per our conversation we will locate the additional pavers you need (since none were on site to make the repairs) and return after the date discussed to make those repairs. I will email you about the 3 year warranty on your pool equipment. Consumer Response /* (3000, 19, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) So far they have sent the manuals and me a written document saying that everything was guaranteed for three years. They will be returning after 23 June to fix the lanai tiles. Thanks for the help. Mary ******

• Initial Complaint

  04/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We originally contracted for a home and pool to be built with a contract date of October 2020. The home is in Rivo Lakes and the pool was to be completed by Coast to Coast pools. We had a design session with David W. at C2C in December of 2020. They did not dig the pool until November 2021! That's 11 months just to dig a pool! After the hole sat empty from November until February, at the beginning of February, they finally put in concrete and tile. The first attempt at tile was the incorrect tile, so they had to remove the incorrect tile and put the correct tile in. Following tile installation, they laid the pavers down. I was told that once the pavers were down, they would measure, and a cage would be up around two weeks later. The pavers were down in mid-February. In March, when it was approaching the time that we should have been closing on our home, the interior of the pool was still not sprayed with a quartz stone finish. It wasn't until our mortgage company told us that they would not close on the house without the pool completed that, miraculously, that same day, the company came out and sprayed the pool with finish. Unfortunately, they used the wrong color because they must not have checked our contract to see what color our pool should be. We have been told repeatedly that the cage would be there by the end of April. We have watched more than half a dozen homes in this neighborhood get cages, all of which had closing dates later than ours. The 29th rolls around, and the pool cage still doesn't show up. We asked our MI Homes representative, and he says that he is looking into it. I called Coast to Coast pools and asked to speak with Jane, the manager, and they took my information and put me on hold. Then they said she would call me back. She never did. This is completely unacceptable, and I want to know when I'm getting my cage? Absolutely no communication from this company at all. Many other issues but no space to list them all.

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/05/02) */ We apologize the perception is we do not have a sense of urgency to get your project completed. We are in daily communication with your builder and they help dictate our schedule as well. Unfortunately building material shortages and delays have effected the entire industry. We will check with your builder and get the latest update and schedule requested. Many times customers are under the misperception we schedule are jobs and don't go with the schedules provided by our builder. Consumer Response /* (3000, 7, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I waited a week to reply to see if we would get a resolution. As of today 5/12 we still have no exact date for our pool cage to be installed. There is no excuse for this lack of communication. The owner of this company called me personally on 5/2. He was unfortunately NOT apologetic and was very rude and condescending. I must have heard that I was an agitated WOMAN about 20 or more times in the conversation. My gender has nothing to do with my agitation. Anyone would be agitated if they could not get what had been contractually promised. Even a set day and time would be appreciated! One delay I could understand, but almost everything this company does or subcontracts has ended up wrong. First they installed the wrong waterline tile. Then, when they sprayed the pool surface, the wrong color was installed. Also, I have been told several times, including by the owner himself, that the pool could not have salt for the first 30 days. On 5/4 only 13 days after the current pool surface was applied, an employee of Coast to Coast came and dumped multiple bags of salt into our pool, weeks before it should have happened! We also have a new pool heater that was already rusted when we had our pool school walk through! We have had almost no communication from this company. I will attach a photo of the rusted pool heater. I would like for coast to coast install my cage as soon as possible! I would also like them to address the issue of the rusted pool heater. Business Response /* (4000, 9, 2022/05/16) */ With all due respect ma'am, It is the owner replying. My apologies if you felt your gender was EVER an issue during our conversation and I certainly deny any statements that are insinuated gender is relevant. As I stated, our customer, (YOUR BUILDER YOU CONTRACTED WITH, FURTHERMORE THE ONE WHO IS PAYING US) dictates when and where we install cages. I tried calmly explaining that to you with heavy adversity and resistance. Regardless, we have been informed your cage is being installed tomorrow. it should be finished by the end of the week. I hope this information helps. Consumer Response /* (3000, 11, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pool work not complete. Because we had no cage originally they had to install the child safety fence freestanding around the entire pool. With the cage in the old fence does not work so they removed it and told me someone would come the next day an install the safety fence. The incomplete unoccupied house across the street got a cage the day after we did and they have a safety fence installed today! Why am I on day 3 of no safety fence. I have small children including a kindergartner who is NOT a good swimmer! It's against the law to not have a safety fence! Also need the pavers with holes replaced and after 2 weeks our coordinator is still not hooked up to the Jandy controller. There is more but the safety of my children is my biggest concern. Business Response /* (4000, 13, 2022/05/23) */ Cage got completed on Wednesday. Work order for the babysafe fence went out Thursday for them to install Friday. It rained Friday and most ALL of our workers could not complete a task. BabySafe fence will be completed today. (Less than 48 business hours of the work order) Our apologies if this did not meet your expectations. We also apologize for the weather. Consumer Response /* (3000, 15, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Amazing that the cage across the street that went in a day after mine got a baby gate days before I did. Guess it was only raining on one side of the road. Would like to know when the rest of the items from our pool punch list will be completed. We have had no one call to schedule anything. We also still have a very rusted supposedly new pool heater. Business Response /* (4000, 18, 2022/06/01) */ We have been in contact with your husband yesterday. Our apologies. Your request to get the cage up and then to have pavers repaired went immediately to our team and expedited. We will have pavers repaired today, and the babysafe fence will be installed later this afternoon. All has be relayed to your husband today as well. We will certainly try to better to work around your schedule and holiday parties. We were simply trying to meet your requests quickly. Regardless, we will be there again today. Consumer Response /* (3000, 20, 2022/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have had a busy week with ice skating shows and dance recitals just went out to sweep the sand from all the recent repairs off and there are multiple long screw outside by the pool I looked closely and they are from the cage! Is someone coming back to re attached the screws correctly. They are at least 6 inches long so I expect they are important. Not sure why everything is always half done. Would like a timeline on the rest of the punch list as well. Business Response /* (4000, 22, 2022/06/16) */ We will address any issues that have not been handled since your response.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Sunday 4/3/2022 our pool pump shut down and wouldn't come back on. We contacted coast to coast for resolution and after discussing what I had done (which was turning everyone off and on) they sent out a service person Wednesday 4/6, whom also couldn't figure out the problem. A service manager came out the same afternoon and was able to get the pool pump "working" and left. I got home to find it running extremely slow and no power to the salt cell. There has been a buildup in the pool, determined it was scaling over the phone and through photos and a decision was made to treat the pool. The pump breaker was replaced however the salt cell has no power STILL and the electricians stated something was wrong with the pump making it have no power. I have called a dozen times with a dozen more emails, no one is responding and nobody has come out to treat the pool. We can't swim because of the scaling which probably started because the chemicals were never balanced and salt was dumped in the pool to early. We want to be taken seriously, and not taken advantage of because of our young age. We want the salt cell working, pool pump fixed, scaling treated and new pool filter as it is ruined from the scaling.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/04/26) */ We are aware of your requests. We understand that you and your parents have been talking and emailing with multiple staff members. We understand and agree the salt system flow switch was not in the right position and needs adjusted. We will have someone there tomorrow to do so. Scaling on the pool has NOTHING to do with a salt system. It has everything to do with the proper Ph and acid levels you keep in your pool. Thousands of people do not have salt systems. Scaling is due to improper Ph balance and we do not maintain the swimming pool or do the service on the pool. We were told you maintain the pool yourself. We can certainly give you the manufactures warranty specs and put you in contact with them to verify. The will also be requesting weekly chemical levels maintained by the licensed pool service as well. We are unaware of age, race, beliefs, or any other personal information regarding our customers, nor does it matter as all customers are created and treated equally. Consumer Response /* (3000, 7, 2022/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have been in contact with staff since the complaint was filed. I spoke with the service manager and he was speaking about a relay possibly not working, has that been resolved as we have no update on that. A plan has been set to help get rid of the scaling and I hope the equipment issues have been resolved. The main problem, besides the broken equipment, is the lack of communication. I have said time and time again that nobody speaks to the customer about what is happening and that's beyond frustrating. Breaking it down to just the last three weeks of all the communication problems. I called 11 times in a two week period, one call in the morning to speak with an individual. A note is left for the person and then I call again because I don't get a call back. Then I sent numerous emails but one of the last emails was asking for an update and then no response for a week. Then a second email asking for an update or I would be forced to file this complaint in order to talk to someone. Still no response. Additionally when I sent the photos and described the problem, scaling was determined over the phone so could we not have been recommended to dump more acid to reduce the pH. I know I'm not perfect, and have to learn a lot about taking care of the pool. I take what information I can from people I know, pool people, the internet and more. It has of course not been correct because the problem has been caused and we are trying to fix it. The construction has been good, everyone has been kind and staff service specifically from one person has been great but it's always AFTER there has been a breakdown in communication and service. To be noted, everything we requested seems to be getting done. We just need an update on if the relay on the pump has in fact been fixed. Business Response /* (4000, 10, 2022/05/24) */ This response was taken verbally by BBB: We went out a few weeks ago and drained and acid washed the pool as a courtesy. At this time, all equipment issues should be resolved.

• Initial Complaint

  08/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Building a pool with Coast to Coast from Day 1 has been a nightmare, starting with Cheryl C. who rushed us through the process and gave us very LITTLE options. We built with Toll Brothers at *********** and closed on July 22nd 2021. Our pool was not completed, filled with water or cleaned. We received different pool equipment that was is on our contract, we spoke to owner, Dustin about this and he assured us the equipment was comparable and we are fine with that. What is are not fine with is the 20 calls we have make to them regarding, our pavers unlevel, the equipment is leaking, we are missing the electrical box for the chlorinator, the bowls are spraying uneven, we are supposed to have our pool cleaned for 1 mo. and no one showed up last week and the guys that came the week before told us they are not coming back. We call everyday and NO ONE ever calls us back. Spoke the Jane!!!! I don't know why they are part of BBB because this company is a joke!!! Too many issue to list

  Business response

  09/02/2021

  Business Response /* (1000, 5, 2021/08/10) */ We apologize your construction process did not meet your expectations. We go at the pace and schedule your builder gives. Unfortunately some builders do not take into consideration the lead times to get equipment and pool construction items so schedules may be delayed. Regardless, We understand you have talked with 3 different people in our office. Everyone is very well aware of how displeased you are. Again we apologize it rained for 5 solid days last week. We cannot make paver repairs you are requesting in the rain. All of your concerns will absolutely be handled as we have a contract and answer not only to you, the homeowner, but the builder who contracted us. Please understand there are certain things the builder (The one who contracted us) is responsible for and we are awaiting direction from them. Your punch out items will absolutely be handled and you have a 3 year warranty on equipment so we hope that puts your mind at peace and gives you reassurance... Consumer Response /* (3000, 7, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This sounds like a generic response because you were not waiting for direction from the home builder. We closed on the house on July 22nd and the permit for the pool was issued in January. Everything should have been completed way before our close date. The day before our close the sales manager for Toll brothers had to drag a hose over to make sure the pool was filled so we could close the next day. Now we are having trouble getting things fixed and the answers from the office are short and rude. I understand things take time and that you say everything on our punch list will be completed in time, unfortunately all we can do is wait and trust you. We cannot get in touch with anyone in the office as all mailboxes are always FULL! In the meantime, I have to advise the BBB of my position of this complaint by Aug. 20th, and at this time we are still not satisfied with the service we received and continue to receive by Coast to Coast. Maybe you should not take on any more customers until you take care of the ones who have already paid you. Business Response /* (4000, 9, 2021/08/19) */ You seem to have answers and facts that simply are inaccurate. With that being said, we were working on getting a solution to your request of making your lights brighter, we've been in contact with Pentair. We will await conversations between you and our owner, Dustin P. Thank you for sharing that your pool completion was done within 5 1/2 months, all while waiting for builder progress of stucco, soffit, fascia, and paint. Most people are on a year waiting list throughout Florida and the United States. Dustin will be expecting your call. Consumer Response /* (3000, 11, 2021/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, your facts are incorrect! Toll brothers never got answers from your superintendent and it seems the only way we can even get anything addressed with Coast and Coast is by logging a complaint through the BBB. We cannot call your office and speak to anyone, everyone's is VM is always full. I text the warranty manager on Mon. 8/16 and told her to tell the superintendent that the repair on our pavers looked worse than it did before they were fixed. Her response to me was "ok" that was it! Someone came over on Thursday, (we never saw or spoke to them) and put the water bowl back on the crooked pavers and now light is shining out the back of the bowl now, and the bowl is leaking badly. Our pool water is down about 6 inches. Why are we expected to call Dustin and what do you want us to tell him? I would hope he is reading this. The problem with Coast to Coast is they NEVER call the customer to confirm what is being addressed and when. They never called the builder that is why Toll Brother's dropped them as their Pool Builder. Forget the lights! We've spoken to Pentair and they were very helpful. We just want our pool to be working properly so we can use it, and our cage fixed at the bottom and we will not bother you again. P.S. I just called Dustin and his mail box is full Business Response /* (4000, 13, 2021/08/23) */ Our apologies as we are just going to have to disagree. There is information that just isn't true. False information is being portrayed. We understand and are empathetic to your perception, but, we have MULTIPLE pools going on with your builder, we certainly haven't been dropped. We have 30 people in the office DAILY with 10 lines so we apologize you are having trouble talking to someone. You've stated yourself you've "texted" our service manager. Customer service that you even have our personal cell numbers? Furthermore you even have your project managers cell phone number. Lastly you just called this morning and spoke with our people, expressed your concerns about the bowl and your deck, Warren and deck crew scheduled and there's already info on the BBB. You have multiple e-mail addresses of employees and lastly, Our address is **** ****** **** *** ****...employees are here from 8:30 to 4:30 If our personal cell phones aren't satisfactory, our 10 lines coming into the office are not satisfactory, multiple employee email addresses are not being answered, please feel free to stop by and share your concerns. Please Govern yourself accordingly as Coast to Coast Pools holds the warranties on this project at this time. Pentair will give Coast to Coast their full support if and when needed. We will not be responding to any further communication on the BBB regarding your project as incorrect information is being given. We welcome you to call Dustin. Obviously you've talked to someone in the office if they've transferred you to his voicemail. (Worst case scenario leave a message with the receptionist to have him call you) We've also provided the address to the office, feel free to stop by and talk to him personally. Lastly if this continues we will require all communication go through your builder. According to BBB guidelines we are responding out of courtesy. We can give all answers, updates, and statuses to the builder if BBB arbitrators wish us too, otherwise we will continue to schedule and conduct business as usual. Your deck and water bowl repair request has been noted and scheduled. This message was responded by Dustin P., so yes "I" am aware of the situation. Consumer Response /* (3000, 15, 2021/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you refuse to respond to my complaints that is your decision and will only have a negative impact on how you treat your customers. The BBB is a tool consumers use to voice their opinion on how a business takes care of their clients. If you wish all communication goes through the builder that is fine as we are done communicating with you also. The home builder has nothing to do with why are Pentair bowl is leaking and why our pool is losing water. In this meantime we are patiently waiting for our 1 month old pool to be fixed. Consumer Response /* (2000, 17, 2021/08/31) */ Coast to Coast did come through for us and fixed our leaking bowls and our water draining issues. They say they will always make it right and they did for us. Warren went out of his way for us when our grading was not completed properly and took it upon himself to dig out the side next to our cage so our pool would drain properly. We hope to continue a positive relationship with them going forward if we have any future issues with our pool. Great job Coast to Coast!

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