ComplaintsforA-Better Pool and Spa Service, LLC

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed a contract for pool construction in February. Problems began almost immediately with their crew showing up unannounced and tearing out landscaping that was not included in original contract. It has all gone downhill from there. There have been multiple issues throughout the process with miscommunications, no one showing up when scheduled, and then people showing up who were not scheduled. They had a technician come out and add chemicals to our pool and he left big piles of mystery white powder on the deck that my dog ate before I realized it was there. This guy was not scheduled, he showed up unannounced. When I tried to reach out to the company to get clarification on what chemicals were used to determine if I needed to take my dog to the vet, it took several hours for a response. Here we are now almost 9 months later, and our pool is still incomplete. We paid for an extended roof covering over our door. This was never installed and instead they installed ******* glass which the screen company representative told me would have to be replaced every year. We have multiple issues with the pool decking in addition to every gutter seam in our screen enclosure leaking (literally pouring out water when it rains) which is causing bronze staining of our new paver patio. My husband had to get in the pool with a pumice stone and scrub all of the glass tile that we paid extra for because the pool finishing company left a thick residue and **************** refused to come back and fix it properly. They always claim its a maintenance issue for their subcontractors. We have multiple outstanding issues, and they have stopped returning our phone calls and text messages. To date, we have damage to our screen enclosure that occurred during installation that they have not repaired. We are missing a covered walk out from our back door to our pool area. All of our screen enclosure gutter seams leak. We have improperly installed pavers, including areas of coping that are missing mortar. Yet *** and ****** continue to tell our pool finance company that our pool is 100% complete because they want final payment.

  

  Business response

  11/22/2023

  Hi *******, thank you for your review. However, wed like to address a couple of your concerns. It seems that the communication breakdown was between you and your husband, not between our company and you. From the beginning of the construction phase, you were truly difficult to deal with and the exchanges we witnessed between you and your husband truthfully made our team uncomfortable to be around you. Throughout the design process, and into the contract signing, our team exclusively worked with your husband, so he was our point of contact for the project. When we got your permit, *** met with your husband on-site and not only clearly pointed out the plants to be removed, but also tagged them for extra clarity. Your husband approved the work to be done, and said something to the effect of, My wife wants me to move this stuff this weekend. I dont have time to do it, so just rip it out, and shell have to get over it. When we were removing the plants, you stopped us, and we told you that he approved what we were doing. He came home from work in the middle of the day to talk to our team, and we told you both what he said about not having time to move the plants. You cursed him out with a glass of wine in your hand. From there, youre right - the project did go downhill. You were increasingly difficult to work with.
  After the pool was done, filled with water, and chemically treated, there was bicarb (baking soda) on the pool deck. As soon as we got the message from you, we responded as quickly as we could. This is not a dangerous substance for your dog, and while were sorry for the scare, we did not endanger the well-being of your pet.
  Regarding your screen situation, we made special arrangements for our screen company to meet you at your house on a Saturday morning, and the three of you agreed on a plan moving forward, including the ******* glass. The portion of the elite pan roof that was meant to go over your door ended up not meeting the engineering code, so it could not be built. There was no sound alternative for that, so we had no options. You told us that your gutters were leaking we reported this issue to the screen company (as did you), and this was also discussed when he met you that Saturday morning. We were under the impression this was handled by the screen company, but if youre saying youre still having issues, please let us know, and well get this resolved for you. You also mentioned that there was damage to the aluminum of your screen. The screen company reported to us that it was all fixed. If there are still issues, tell us.
  You told us that you had interior on your tile, and we reported it to the interior company so they could fix their mistake. They fixed it, you said you werent satisfied with the result, so we sent our own crew out to fix it. We hope you didnt use a pumice stone, as that would scratch your glass tile. Saying that we refused to come back out to fix it is simply false and defamatory.
  Regarding your mention of coping missing mortar, yes there was one spot that didnt have mortar and that was fixed immediately, very early in the project, which were sure you remember. If theres another spot that needs to be addressed, let us know and well fix it.
  *******, we told your pool financing company that your pool is complete because it is.
  We hope you dont forget the extra work that was involved in even obtaining your permit in the first place due to the large Grand Oak in your backyard. Anyone that is familiar with the ************* and their **************************** understands how much the City values their trees and how protective they are over them. We worked diligently with the City to get you a permit to remove that tree so you could have the pool your family wanted. Im sure one of the reasons your husband decided to choose our company was because we told him we were capable of working with the City to get this done for you and we did just that.
  Eight weeks after we started construction, your deck was laid. We encourage you to compare that timeline with other pool companies performance in the area, and hopefully youll appreciate how timely we were with your project. That same week, you were threatening us, saying you would be leaving bad reviews everywhere your company has a profile. This is just one more example of the flowery disposition we had the pleasure of working with.
  The implication that we pay for good reviews is unfair and misleading. Its common practice to encourage customers to leave a review for a business. People are very busy with their own obligations and sometimes dont leave reviews unless theyre extremely happy or extremely unhappy. We value every review, and we were looking for your honest words which youve now provided. No one has ever asked you to mislead anyone about your experience with us. If *** thought itd be a great review, it was probably because he thought it would be based on the great work weve done for you and your husband. Were a small, family-owned and operated business that lives and dies by its ****** reviews. We, like every small business out there, rely on our online reputation to inform potential customers about who we are and the work we do. We respect your opinion, we just have a very different perspective on how the project turned out. Were proud of the work weve done and hope youre proud of your part in the journey.
  As stated earlier, if you still have issues, please send a concise list to us at **********************.
  Best wishes, ***************
  
  

  Customer response

  12/03/2023

   
  Complaint: 20818647
  
  I am rejecting this response because: the response provided by the company is not factual. My husband and I were both involved in designing this pool from day one. We are both present at the design meeting and were both signers of the contract. I was the main point of contact once construction began because I was on site all day almost every day. While I agree, there were communication issues, they definitely arose from the pool company. Multiple emails, text messages and phone calls were non-returned. An additional example is that no one from the pool company communicated with us that they were unable to provide the screen porch covering per our original design and contract. They simply installed something different and advised us after the fact. And their statement that our pool is complete, is simply false. We notified *** in early September regarding our dissatisfaction with the screen and multiple outstanding punch out items. He was scheduled to meet on site on 9/11 at 10 AM but was a no call, no show. He finally showed up to meet on 9/21 and we thoroughly reviewed the items we were unhappy with as well as the missing and incomplete items. He took videos and photos and advised us they would be addressed. No one from the pool company has shown up since that walk-through on 9/21 to complete any of the outstanding items. Follow up emails were sent on 9/27, 10/11, 10/12, and 11/1.
  

  The screen company did show up on 10/4, but did not make the adjustments and repairs that were agreed-upon. We notified *** immediately that day while the screen company was still on site to let him know they were not installing the ******* class as agreed and planned. *** said he would reach out to the screen company ASAP and provide a solution. He never responded to us. I sent follow up text messages on 10/9 and 10/11. On 10/12 he responded simply that  the screen company stated all repairs are done. The statement was untrue on 10/12 and continues to be untrue to this day. The ******* glass was not installed as agreed, the screen still leaks in multiple locations. Most problematic is under the roof. And the dented areas have still not been repaired.
  

  Additionally, as of today, everything on the punch out list we discussed in person and via follow up email on multiple occasions has still not been addressed-  not a single item since our meeting on 9/21. The pool companys response is dishonest, untrue, and defamatory. The verbal assault they allege occurred did not happen and my husband adamantly denies to this day that he ever told *** to just rip plants out. My choice of beverage on any given day is completely irrelevant to the issues that remain with our pool, but it is just another example of the unprofessional manner in which this company operates and gaslights the customer. Instead of excepting responsibility for any of the problems they have caused, their response is to essentially blame the customer for being upset with their lack of professionalism and follow through.  Our pool remains incomplete to this day now almost 7 months since our dig date. 
  

  Finally, when *** finally responded about the unknown pool chemicals left all over our pool deck, he stated it was DE powder. But now you allege that it was bicarb? Clearly you have no idea what it was and fortunately my dog is OK. But when people show up unscheduled to do work that is unplanned and unexpected, and then leave miscellaneous chemicals all over the pool deck,  are putting both children and pets in danger. 
  

  The companies request that we resend a list of outstanding items as ludicrous. I stated above, this list was addressed in person on 9/21, and sent via email on 9/27, 10/11, 10/12, and 11/1. They have the list. They know what needs to be done. They are just refusing to do the work
  
  Sincerely,
  
  *********************************

  

  Business response

  01/05/2024

  Hello,

   

  We have attached a copy of the contract clearly showing the contract is with ************************* and only ************************* signed the contract. Nonetheless we have definitely worked with ******* throughout tee project and have tried to get all issues resolved.  The contract has also not been paid in full as of yet. We have also attached a copy of the inspection list, the homeowners gas company has since passed their gas inspection, we have tried to schedule the final with the homeowner to float their alarms before the holidays. We tried to schedule over the holidays, but could not agree on a day with the homeowner. We are currently trying to schedule the final inspection, because the homeowner needs to be home when the inspector arrives, hopefully can schedule some day soon.

   

  Issue 1: Interior. The interior company informed us they had gone out to take care if the issue as we reported, we were informed by ******* that is was to done properly, so we reached out to the interior company again, they have since been back and completed the warranty claim as the attached email shows. 

   

  Issue 2: Screen Enclosure. The screen enclosure was installed with some visible damage to some of the structural beams, this was reported by ******* to us. We immediately reported it to the screen company, it took a while for the screen company to coordinate a meeting with the customer as the customer is only available evenings and weekends. They finally had a meeting and agreed upon a resolution, the screen company went out and completed some work, A-Better Pools agrees with the the customer that the agreed upon work with the screen company was not completed as agreed upon. We have since contact the screen company again, and reported the issues and we are diligently trying to get them to resolve the issues. They stated they will be there next week between 1/8/24-1/12/24, we gave the screen company instruction to contact the customer before they go, as the customer will not let anyone on site without coordination with them first. 

   

  Issue 3: Grout. It was reported to us that the grout issue was completed, but we will send our tile crew out to revisit the small spot of missing grout. 

   

  We are doing what we can to fix the issues at hand as quickly as possible. 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with this pool company June of 2021. The contract was for a salt pool/hot tub, patio, and screen enclosure. I have paid them nearly the entire contracted amount. They completed the pool and decking (mostly) in May 2023. Items that aren't complete are: turning the salt cell on, stucco around the deck and the screen enclosure. It has been over 2 years and this is still not complete and they are not returning my phone calls anymore. I have paid them over $80,000 and I just want what I paid for or I want compensation to hire another company to install a screen enclosure and complete the other listed items.

  

  Business response

  09/02/2023

  We have been in communication with the Beatys, and we have had trouble securing a screen enclosure company. We are in the process of securing a screen permit that we should have any day now according to the county. We have been in contact with the Beatys and will get ahold of them this week and check on the other items they listed. I believe it was all already taken care of, the pool is up and running, they are able to swim in it, we are just waiting on the screen permit.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 31, 2022 got a written quote for a new pool construction from A Better Pool. April 29th 2022 was informed that we would need a retainer ************ would go from $68,572 to $71,106. May 2 2022 contract was signed and June 2022 dig was started. We were told poll would be completed prior to Christmas 2022. We have paid the pool construction off in full but our pool is still not completed as of today. A Better Pool has made so many mistakes and failed inspections from Hillsborough County 3x's & counting and never communicated when the actual pool will be completed. Every time we call or ask what's going on we get excuses. They come to do plumbing but only complete partial. We got warnings from our HOA due to the mess they've left all around my home. We call & they never answer & when they do they have attitude if you question them. This has been going on the whole time. We had a chairlift included in original contract and no one acted like they knew about a concrete slab installed for it. We was told they would charge us extra because in their original plan the heater (which came broken) and pool equipment was going to be installed on the left side of house then they realized afterwards our electric was on the right side of the home so they wanted $2500 to run the wiring thru roof for their mistake. They will say someone will be coming to do a job and they never show or call. If they send someone they can't complete the job. This has been a nightmare..from beginning til now because we still don't have everything working properly with our pool. We live between here and ************** so we've told them thru out when jobs needed to be completed.

  

  Business response

  04/14/2023

  I spoke to the ************ and i believe the frustration mostly came after the pool was filled and the heater was not working properly, the pool is up and running beautifully  .We knew right away that the heater was not working and we reported it to the warranty company who will get to it but they are very backed up and this is a heat pump so only authorized warranty companies can do the warranty work .We are following up daily with the warranty company to get this issues resolved . The ************ have been great customers throughout the construction process, and we are working diligently to get their project 100% complete. 

  Customer response

  04/14/2023

   
  Complaint: 19899400
  
  I am rejecting this response because: we are still having things pop up and the pool heater hasn't been fixed yet. We are 2 months shy of it being a year they have been working on our pool. The Electrical contractor, ******* was threatening to put a liien on our home due to past due payment from A Better Pool. ******* are the ones to fix our heat pump in the pool thru the warranty. So I'm concerned that it may take awhile to get it fixed due to there problems with a Better Pool.
  
  Sincerely,
  
  ********************************************

  Customer response

  07/10/2023

   
  Complaint: 19899400
  
  I am rejecting this response because: .  I tried calling A Better Pool to inform them that the heat pump wasn't working when I was in ******* June 22nd thru July 2..but never got anyone or a call back. Called ******* Electric which A Better pool contracted for all electric & pool equipment.  ******* came out June 29th & told ** we got a bad heater from Jandy & that the compressor is now broken and we need to order the part. ******* said A Better pool should give us a new heater because 1st the freon needed to be filled & now the compressor is bad. We have not heard from anyone at Better Pool since March & our final County inspection has never been completed.
  
  Sincerely,
  
  ********************************************

  

  Business response

  08/08/2023

  Hello,

   

  There was never a lien put on, that was merely a ***************, that most/all companies put out as a general rule. The heater issue was fixed immediately. Lastly, the project is ready for final inspection, we are waiting to hear back from the customer to give the inspectors access. It will be scheduled as soon as the homeowners contact us.

   

  Thank you

  Customer response

  08/10/2023

   
  Complaint: 19899400
  
  I am rejecting this response because:
  We never heard back from A Better Pool so I called ******* Electric to have heater repaired. This is the 1st time we've heard from ABP since March. They called August 8th due to this complaint to say they need access to yard to move equipment to bring it to code for inspection..then left gate wide open and electrical wires exposed near pool equipment and never gave us an update on the work.. My husband called owner *** on 8/8 to verify was work completed and to schedule inspection 8/18 when we would be in town. We had our pool cleaner take pictures of what the work area looked like because we told *** @ABP  we were in ******** and would be back 8/17/23 but gave him our gate code to access pool equipment  & to give ** a update when completed but he didn't. I'm not sure why this company makes light of this job but it's very frustrating for us the paid in full customer. Communicating with ABP is one way.

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

  

  Business response

  09/22/2023

  Hello,

  Everything has been fixed and completed. Pool permit has been closed out, no issues remaining.

  Thank you

  Customer response

  09/25/2023

   
  Complaint: 19899400
  
  I am rejecting this response because: we have not been notified by the Hillsborough County as of yet that the pool has passed its final inspection.  If A Better Pool has a copy, please submit it to **. Last we heard the pool had failed its prior inspection. 
  
  Sincerely,
  
  ********************************************

  

  Business response

  09/27/2023

  The Certificate of Completion has been attached to this response, if you are unable to view please reach out with you email address and we can send it again for you.

   

  Thank you

  Customer response

  09/27/2023

   
  Complaint: 19899400
  
  I am rejecting this response because I have not been notified by Hillsborough County that the final inspection has passed. If you have certificate of pass..please download on this site. 
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted A Better Pool and Spa Service to build our pool, spa, decking and screen enclosure.Contracted on May 3, 2021 Price was $94,000 Broke Ground/Yard scraped on Sept. 7, 2021 We paid an extra $8,697 because they couldn't get materials for original interior coat we picked and the only way to avoid more delays was to upgrade the interior coating.Total build cost now $102,697 Pool filled with water on April 7, 2022 We had several "punch list" items when the pool was completed/filled. Most were resolved by August, 2022. Three issues, ALL of which were identified immediately, are still not resolved, almost a full year later, and we are no longer getting any responses to any type of outreach to A Better Pool and Spa Service.The remaining items that need to be addressed are:1) One corner of our infinity spa is "high" so water doesn't flow over it. There are also a couple of chipped tiles in the spa that need to be fixed.2) One spa jet basically has no water flow (and never has)3) The autofill/overflow device that we paid $500 to have included has NEVER worked right and we found information in the installation manual that it was installed correctly and will never work correctly as installed (and we provided them this information.We have been aggressively requesting these repairs since August 2022 and are no longer getting any responses from them at all.I've attached a DETAILED timeline.

  

  Business response

  04/14/2023

  In Response to this complaint, This project was started and completed mostly during the ***** time which did so down the completion time due to lack of material and labor, but we fought through those times and got the project completed.

  Response to complaint.

  # 1} This is not an Infinity Spa it is a normal spa with a normal large spill over. We showed the homeowners how to set the valves to get the correct amount of water to overflow a couple times, but they refuse to abide by the instructions, so this is definitely  {POOL OPERATION USER ERROR}

  #2} When we started the pool up and gave the homeowner their pool school, we showed them specifically how the takeout the o****** in the spa jets to clean and that this would be needed for routine maintenance. They understood but seem to refuse to clean, again {POOL OPERATION USER ERROR}

  #3}The AUTOFILL device was installed by the pool system and was not working properly. Our crew went out there to move the device to a different location and the homeowner told the crew to remove the device totally and refused to allow them to install the device. A-better pool is willing to reinstall the device if the homeowner would allow the crew to come back and install the device in the location where we want to put the device .

   

  Customer response

  04/14/2023

   
  Complaint: 19519265
  
  I am rejecting this response because:

  In general, while they comment about COVID impacting the build timeline, our complaint has nothing to do with the build timeline at all. Our complaints all have to do with problems with the pool identified after build and lack of response to fix them. In addition, if at any time over the last year they had said to us, "We showed you how to do this in pool school" we would have told them they never gave us pool school. They never taught us and never responded to requests for fixes in any way, not even offering to teach us. 
  
  1) The spa was designed to have even flow over three sides (which is basically but not quite the same as infinity).  While there was an attempt by ABP to adjust the flow in the spa to make it flow over the high corner, it never worked and only caused venturi bubbling in the spa which, when the spa and air blower are not running, should not happen.  There was never a pool school to show which valves controlled which aspect of our install.  Instead, adjustments were made without "showing" us.  Key to this statement - there was never a "pool school" where every aspect of our pool was reviewed and taught.  Additionally, we have adjusted the valves to the best of our ability (never having been taught) and it does not fix the issue, as the corner is simply to high.
  
  2) As noted in #1, there was never a "pool school" where every aspect of our pool was reviewed and taught - including maintenance of spa jets.  We have 5 of the 6 jets working as expected and with consistent flow.  Only one jet is not functioning the same as the other 5 and again, we were not never taught how to maintain the flow of those jets, nor did APB ever check it themselves to ensure it would work if cleaned out. It has never worked since day one.
  
  3) When we first met with the owner before ground was even broken for the pool, we had clearly requested overflow and the owner responded that he felt there was sufficient grade to build in the overflow capability out of the pool itself.  In addition, we requested the ability to auto-fill the pool with the expectation that all that would be installed would be a pipe from the spigot by the pool equipment into the pool so that a timer could be put on the spigot to run a certain amount of time daily to keep the level of the pool consistent.  Instead, an auto-fill and overflow piece of equipment (all in one) was installed (and installed incorrectly based on the instructions from the manufacturer that specified there should be a straight pipe between the equipment and the pool to ensure no air locks would be introduced in the line).  We have since had A-Better Pools remove this piece of equipment, and while we are still quite disappointed with what was installed, we are satisfied to just have the ability to auto-fill the pool and manually manage overflow.
  
  4) There is no response from A-Better Pools to fixing the chipped tiles on the edge of our spa that were identified within the warranty period and requested multiple times to be fixed.
  
  We are EXTREMELY disappointed with the service that A-Better Pools has provided and will never recommend them to anyone that asks us for references for pool builders.  The process of building this pool has been nothing but a headache and a miserable experience.  This is not the first pool we have built and our previous pool building experiences have not been anything close to the poor customer ********************** A-Better Pools has provided.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with A Better Pool and put down a deposit, in July 2021, as of today 2/15/2023 our pool is still not complete. We had several months wasted due to the lack of communication. We produced a punch list, July-August 2022, with multiple issues and were assured these items would be addressed. Some were stated as far back as April 2022.Our punch list includes some items A ***************** created and has not been rectified or completed. We have had several major issues with poor travertine and was promised by ***, the owner, that he would rectify the poor material. A crew was finally sent on 9/13/22 to start completing the punch list, which includes finishing exposed footers. This crew showed up at 11am, left to get the grout, came back 3 hours later, unsteady on their feet, started to grout the travertine along with grouting the coping area. This crew installed grey grout instead of linen. We now have cream travertine tile with blotches of cement color grout and grout inside our pool, that we cannot remove. They created a mess and left. Since then, nothing has been done even though we contacted them multiple times-no response. We need their mistakes rectified the punch list completed. We have major inspections that need to be completed, our original permit expired 9/2022 and Pasco County extended our permit to 4/19/2023. The permits that are still open are Building Piping Final, Building Pool Final and Building Barrier Safety Inspection. Over 18 months and not complete. Open Items: 1: Replace coping tiles near waterfall 2: Grout all coping tiles and the holes in them 3: Replace multiple Travertine Deck tiles and have tiles level and on the same plane. 4: Grout holes in Travertine Deck due to poor quality 5: Adjust the screen doors 6: Repair the waterfall plumbing 7: Stucco the back wall - waterfall area facing pond - poor quality finish. 8; remove all grey grout and replace with proper color! Linen

  

  Business response

  04/14/2023

  In Resonse to this complaint .

  There were some legitimate issues with the quality of the travertine materials we purchased from Stone hardscaped. We notified the distributor immediately and they took several months to finally agree to meet us at the job site and inspect the materials. They did find that the quality was poor and offered to replace only a couple of pallets, so A-better pool purchased additional to replace the remaining pavers with better quality material. After that new material was installed, the homeowners were still complaining that there were holes in the travertine and wanted them filled with grout. I had explained that this is natural stone and holes were normal and to be expected even in the best quality of outdoor paver decking.

  Our crew got there to do some grout work and the homeowner instructed our crew to grout the entire deck which we normally would not do but the homeowner insisted to our crew and they did grout some of the pavers at the homeowner's direction. We will not be responsible for the grout in the decking as the homeowner demanded it be grouted.

  There are some inspections being scheduled for the week pf 4/17/23--4/22/23 and permit should be closed out by 4/21/23.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It has been over a year since I signed a contract with ********************* (****) to finish my pool project that Olympus Pools abandoned in June 2021. The contract with **** was signed on 26 August 2021. On 1 October 2021, I provided **** a Hillsborough County contractor change request. A Certificate of ******************* was provided to me by **** dated 24 and 29 November 2021. Work did not begin on my pool project until December 2021 and has not been completed as of 14 November 2022.When **** accepted my pool project, the pool shell was shot. Nine pallets of pavers and coping were on site. Tile for the pool rim was on site. All work and materials were paid for up to this point. I agreed to pay **** the cost quoted to complete my pool project with the original pool features as discussed and documented with the **** representative. What went wrong with ****.Communication. In my initial discussions with the **** **** ****************************** we had an understanding that **** would maintain steady communication with me regarding my project. This has not happened throughout the entire project. Receiving updates or answers to questions from co-owners ******************* or ***************** have all been initiated by me with numerous attempts by phone and text messages before possibly receiving a reply. Completely unacceptable and unprofessional.Project Completion. 6 months was a reasonable expectation to complete the project given the materials already on site. This was acknowledged by **** who said my project would be worked into the **** schedule. Even with possible material delays and labor shortages the project not being completed is unacceptable.Complete my project by 9 December. This includes the replacement of the check value that has been stuck open since at least 25 September and the Hillsborough County inspections on the enclosure and pool.Provide all the *************** for the pool equipment, enclosure, etc. dated when the county inspection was completed.

  

  Business response

  11/22/2022

  Hello,

  We Have been i contact with **** and have on for his inspection by the county on 11/23/2022 and we have every expectation to complete his punch out list by his requested date of 12/9/2022

  Thank you 

  Customer response

  11/22/2022

   
  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

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract for a pool and spa ********** owner of ********************* Company in December 2021. We were told we would have our pool by June 22. In March, his crew showed and dug the initial hole for the pool install. Per the contract, it was stated that the installation process generally takes **** weeks from start to finish. The process seemed to move along fairly for the digging of the hole and the concrete (since the company is ***'s too). After that things went down hill, plumbing took for ever to be done, then we had to change the tiles we choose and the paver and ended up paying more which is causing us even more trouble. Communication with our PM was null, he had no clue of what was the plan for our pool or what had been done or pending to do. When I questioned why the process was going so slow, he responded with ongoing excuses regarding rain, COVID, lack of materials. All of which I was incredibly tolerant of for several months. Inspection failed 3 times, final inspection can't be done why? Pool has leaks, our travertine is a treat, tons of broken part. It take forever for *** and his team to come and work correctly. Last 2 time his crew came by was because we threatened to hire a lawyer. It is now Nov 2022, we try to get *** to finalize our pool but don't think it is happening any day soon. Leakage team has come twice , first team fixed the wrong leakage, 2nd team fixed only one leakage. We have been very tolerant until now but I am done with being patient.

  

  Business response

  12/20/2022

  This response was taken verbally by BBB:

  We have met with the customer several times and the customer does have a legitimate issue with the drains in her spa. The company who installed the interior are currently working on correcting the error. I spoke with the husband regarding the travertine. Travertine is a natural stone and has natural veins and holes. The manufacturer has already inspected and determined that it is within their specs. I have agreed to replace 3 or 4 pieces for them as goodwill, but the manufacturer will not approve replacement as there is nothing with the stone. The leak issue should be resolved with the spa drain issue being resolved.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company is not responding to any of my messages or phone calls. They agreed to complete an outdoor kitchen for me and the cabinets have been sitting outside my yard for several months. I have informed the company of a leaky roof that was installed by there subcontractor and damaged travertine on my outdoor deck. No one has responded to my complaints or having the project completed in a timely manner.

  

  Business response

  11/08/2022

  This response was taken verbally by BBB:

  At this time, all of the customer's issues should be resolved. If there are any pending issues, please let us know.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have not had a good experience in dealing with this business, I regret that there are still ongoing issues, even if minor. The only reason this pool is complete is due to complaining with the ******* ************************************************ about A-Better Pool and Spa Service, LLC after promises and assurances were not fulfilled. I paid all monies on time and services was not reciprocated as promised in a timely manner. Hence the necessity to involve the ***********. From signing to city inspection/(completion) this process of asking repeatedly to kindly finish a job that was paid for took a year.I asked on signing for 2 pool lights and an umbrella holder built into the "sun shelf" portion of the pool. I got 1 pool light which was not worth complaining about and 2 umbrella holders. 1 as promised and another unfinished one which was unwanted. I have been asking the owner for a fix on this when it was noticed in ****************************************** July 2022 before the pool 1 year warranty. Also I informed of the pool light being defective which was fixed promptly. Also the steps leading off the patio were not performed satisfactorily.I am complaining now because as expected I have been ignored again on basic requests.

  

  Business response

  11/22/2022

  Hello ,

  Today is 11/22/2022 a-better pool will reach out to ******* about the unwanted umbrella holder and discuss the step off his lanai as we have no record of this issue, there is no step off his lanai to his pool deck it is level deck area with no step down per the ************* permit for drainage that we were approved for.

  Thank you 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Screen enclosure has been completed since 2/2022. It has leaked from the beginning and caused damage and rotting to my roof. I finally convinced them to fix it towards the end of July. They stacked another gutter on top of the leaking one and the water is bypassing the one downspout and causing patio to flood. The gutter itself continues to leak. When they attempted to repair, improperly, in July they moved the elite roof they had installed leaving multiple holes in my roof. that has now resulted in roof damage quoted at $3000.00 to fix by a roofing company. He confirmed my roof is good except that area that has rotted from the water damage.I also got in contact with the ************* inspector who told me he was rescinding the approved permit as it should have never been approved in the first place. The ************* representative said they would have to fix it. *** the owner no longer replies to me. There is no plan to repair my roof, the faulty "double gutter" with no downspout, or my flooding patio. Per the city inspector and the gutter company, the gutter is not pitched correctly and is sagging. Per the city inspector that whole gutter and rigged double gutter needs to be replaed with one continuous piece and a working downspout. If no action in 2 weeks I have no choice but to file court claims as they are knowingly letting my patio flood and my roof continue to rot.

  

  Business response

  10/14/2022

  This response was taken verbally by BBB:

  The permit has not been rescinded and the job is completed correctly. The city failed her permit because the customer put in a walkway that is 8" higher than the city allowed. We have an appointment with the city inspector to go out and explain this to the customer. The only issue affecting the permit is the issue that was caused by the customer. The screen enclosure passed inspection and the gutter on gutter is engineered this way and approved. There is roof damage that was pre-existing, it takes years to rot and the customer is trying to get us to pay for her pre-existing damage.

  Permit #: BLD-21-0484358

  Customer response

  10/14/2022

  
  Complaint: 18011151
  
  I am rejecting this response because:
  I most certainly did not make these holes myself and my roof is not old. All wood that needed to be replaced was. The bad areas are only where the water was kicking back...since February but they refused to fix it. 
  
  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. ↩