ComplaintsforAffordable Luxury Pools

• Initial Complaint

  03/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Affordable pools build my pool, they have been working on it for the last 16 months I am still having issues with the work that has been done The pool leaks, and the stone work is horrible I cannot get the owner to correct these issues He has told me he will fix the issues but has not done so He currently will not return my calls

  Business response

  03/30/2022

  Dear BBB,
  Attached is my email response to Mr. ***** yesterday. As you can see, I was out of the country (in ********) for the last 2 weeks, with very limited access to cell service. I had, per conversation with the customer weeks earlier, told him I would be out by end of the month with my ***** to address the stone deck issue. I sent someone out in December, and it took the customer 2+ months to inform me he was not pleased with the repair work on the stone deck. Which we are gladly addressing for a second time tomorrow. The customer lives in Blue Ridge, aprox 2 hrs from Metro Atlanta).

  
  On the second issue, regarding the pool leak he is mentioning:We completed his pool project early last year. He never mentioned anything about any pool leak until about a month or so ago for the 1st time. In fact, in an email to the customer from November (attached), he stated that his only concern was the stone pool deck, and everything else was working fine. In his email from about a month ago, he states that the pool was leaking from the begining??? Another concern I've addressed with the customer is that he's stated that he had never had the pool or its equipment professionally serviced,and had been doing everything himself, against our suggestions and manufacturer's recommendations. So we have asked the customer to have a professional pool company service his equipment, and evaluate whether anything is wrong with the way he's servicing it to rule out operator error before us spending upwards of $1,000 in sending a leak detection company out to evaluate if there is a more serious problem. 

  
  If there is a problem with any actual leaks with this pool, we will certainly address it promptly. But we need to a) keep in mind that this is seemingly a new issue that has arisen a year after completion, and b) the customer needs to follow the manufacturer's advice and have the pool serviced by a professional company. 

  Pls feel free to call or email me with any questions, concerns, or if you need any further clarification.

  Thanks,

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

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