ComplaintsforCentral Florida Pools LLC

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The day they filled our dark finish pool, white swirls appeared immediately. I called Marcelo and he told me to contact the subcontractor. I did, and they came out and poured acid directly on the white swirls with a pipe. Weeks late swirls reappeared in the same areas. We contacted Marcelo again and he (again) told us to call the sub. This time they told me it was a maintenance issue and the ph was way too high, but our pool service that was out the day before and it was fine. When I asked to see the test to prove it, he had already disposed of the test and there was already another guy dumping acid in the pool. They said they would not fix it and recommended waiting a year and to have a particular company come after a year to acid wash it. About a year later I contacted the recommended company to acid wash and they said a few things: 1) they could not fix all of it because it might be too aggressive and harm the finish and 2) it looked like the installer added calcium to the finish (to save time) and didn’t mix it well. To be clear, #2 was speculation, but based on how it was described, this is what it looked like to them. I texted Marcelo about this. After a few exchanges, he said “First Did you realized that is 9pm And you are bothering me me after work hours [.] You hired someone that destroy you plaster and you trying to take an advance on it?Installation and warranty is 1 year, you are way over of that” (The installer asked me to wait a year to have it acid washed) The samples that we picked for the finish were from a manufacturer called “CL Industries” that, according to their website has a 5 year warranty. According to Marcelo, finish was not the same company that the samples came from. We were lead to believe we had a 5 year warranty on the finish. Also, the pavers pool water. They tried to convince me that it was fine, then they claimed to fix it, but only made a gap in the pavers. This fixed it for about a month, then the problem came back.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This company built a pool for me, took way longer that promised, charged 70% more than originally contracted; and the building experience overall was absolutely horrendous. But I stick to it, because I had no choice. After the pool was finished, and I paid them in full, several issues with the pool and equipment have arisen. They do not want to take ownership of any of them, they want to charge me more money to come fix what they should have done right in the first place; and ultimately became unresponsive to any form of communication of mine. Resolution is for them to come and address the issues I have had post-construction at my satisfaction and their expense. BTW, my pool deck is sinking, and needs to be fixed immediately.

  Business response

  11/29/2022

  ***Document Attached***
  Hi
  Good morning
  Hope all is well
  
  Following the answers about the complaint
  We would like to point that anyone can complain but the most important is to show the real true
  
  1- She said that we took long to delivery her pool, first we never promise because her pool had demolition on the old project and build a new construction, the first inspection on her pool was made in 06/08/21 and we put water on her pool in 12/10/22, 6 months for a demolition and build a new construction are really good time, special with COVID and suppliers issues.
  Also we wait on her for 2 months to installed her glass fence, without that we cannot call in for safety and put water on the pool, her pool took 6 months and she delayed us 2 months
  2- She said that we charged 70% more, please see the attached estimate, we don't do nothing without her approval, price was 134k and we only charged 119k, we give her a discount of 14k
  She changed her project more than 15 times, our contract said each time that are change of order we need to charge $ 450.00 and we never charged her for each, was more 6k as a courtesy to her
  Also we give to her as courtesy Automation, 3 deck jets, 2 fountains and 30ft of fence
  Total of discount and courtesy was almost 28K
  3- She said that she don't have a choice, nobody has obligation to stay with someone that you don't want, her pool is amazing, please see the attached pictures
  4- All equipment that was charged on the estimate was installed, and she has 3 years of warranty by the manufactory
  5- Her deck was installed begin of October 2021, is one year and 2 months, that is out of warranty
  6- She hired a company to build her summer kitchen and they did that without permit, we explain to her that is out of law, she asked us to help her to fix it and we did
  
  7- We don't know what she expecting more because we give to her more than 28k of discounts and courtesy, help her to fix her summer kitchen that was out of law, got all inspections from the county approved and delivery a beautiful pool to her
  
  Hope those answers cover all questions
  
  we will be always available to answer any further questions
  
  
  
  See Attachment/File* ***** ********

  Customer response

  12/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  1.I went under contract with them on 12/19/20 (Contract attached). I am also attaching their first estimate, which I stressed the importance of not increasing after initiation of the project. and paid my two first installment payments of $4,195 on 2/1/21 (i can provide cancelled checks if needed).
  2.I fulfilled every request in a very timely manner. The reason for the first inspection to be performed only on 6/8/21 is on the contractors end.
  3.An original project contracted for $83,900 went to $120,000 because undisclosed and unaccounted expenses, they should have communicated to me.
  I made all subsequent payments are scheduled. There were no discount or "courtesies" extended.
  4.There was no delay in the installation of the glass railings either. I ordered them, as soon as they communicated to me they were needed on 10/31/21. This was another oversight on their end as well. There is extensive email and text exchange to support this allegation (which I can also provide if needed). This was an additional $12,000 expense that I incurred on due to an oversight of the contractor and the fact they created an open landing of 3 or higher feet height.
  4. By the time I added fencing and landscaping; the whole pool project was over $160K. They never prepared me for the total cost of the project to double. They only explained the cost of the landscaping, and underestimated it significantly as well.
  5. They brought up to my attention the need to obtain a permit for my summer kitchen and provided guidance on how to obtain it with the County, I appreciate that. But that does not compensate the significantly higher cost of my pool project, the time it took from contract to delivery and the quality issues that were uncovered after the final payment was made on 11/18/21 (once again cancelled check can be provided).
  6. I requested a bigger motor that can handle the pool and features, and the response was that would cost me an extra $8K. I hired another pool contractor who added and additional valve to better use the existing motor and added that function to the app and charged me $300.
  7. I paid $6K for the fountains I requested after the fact (Canceled check can be provided upon request)
  8. Every time, I complained about an issue after the completion of the pool they came back with a significantly high estimate to discourage me to fix it, instead of them taking ownership of their project and fixing it.
  9. The latest issue I brought to their attention was the deck sinking, to which they responded the warranty of three months had expired. The contract has a longer warranty for construction defects, which this is one of them.
  What I want is for them o take ownership of their project, to fix my deck and machinery to function properly without additional charges or delays.
  
  See Attachment/File: Contract Copy * ***** ****** *

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