Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract with SCV pools JUNE 2023 knowing there were new owners, HAWAII POOLS. There have been so many quality issues associated with the pool and the work isn't completed to any acceptable standard. The finish plaster was applied but rain caused the water runoff from the deck to drain into the pool contrary to design and I commit. The runoff on the sides destroyed the yet uncured plaster finish. The plaster subcontractor came back and was not able to correct the finish. I have long discoloration "rivers" in the bottom. This is only the end of the quality dismay as I've had many issues with quality starting with incorrect design and dig, 3 project managers within 7 months leaving communications/promises undone. There was over 50% loss of labor leaving the less experienced to work on my pool, overcommit to projects where my work was left to sit, improper application of step tiles, incorrect outlets at bench that are useless, the deck has low points where rain water puddles, there is no drain of deck water away from the pool into installed channels, lots of finger pointing. Many attempts to reach out by phone/email went unanswered. Owner appears to not want to be involved pointing to his project manager who does not have the depth of experience as the 2 previous ones. Progress payments on time as billed but was threatened 2x to pay immediately before they would do the deck. After so many quality/design/labor issues the plaster was the last stand for me. With no interest in working to correct the plaster I withheld payment of my final bill. They offered a terrible compromise that included payments but given the quality thus far I could not trust to pay more only to be screwed over again. After a breach letter of contract notice I then fired them using the unpaid funds to have the plaster contractor do the repairs. He tried but is unable to fix the discoloration that now required replaster. He referred this repair back to SCV. Many pix/docs/emails/texts avail.

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poor workmanship and customer service by SCV/Hawaii Pools Contract Date: May 6, 2021. Promised completion date: 12/31/2021, Actual completion Date: 11/14/2022. Repairs have been promised and no one ever shows up. Problems encountered due to negligence, mismanagement, and fraud. - 811 Utility Locate was never contacted. Excavator ripped out electric lines water line and gas line. Damage is over $10,000. -Pool overflow drain was installed directly over gas pool Heater and destroyed pool heater. Waiting for replacement. - Solar Hot water panels reconnected incorrectly and doesn't work. Waiting to have this reconnected correctly. Electricity to heat the Pool runs $1,900 per month without solar. -Electric Solar panels were covered with debris. Need cleaning and inspection for damage to panels. Costs to be determined. - Drain installed in tiled lanai is the wrong color. SCV/Hawaii pools painted it to cover their mistake and paint started peeling off after 2 months. Drain needs to be replaced with Drain that is the correct color. -Power cord to Salt system is too short and blows off when its windy. Needs to be replaced with a longer cord. Still waiting. -Float valve in retaining tank sticks causing the pool to drain. Cost thousands of dollars in water to refill each time. Owner said he would take care of everything and that he was very trustworthy. Convinced me to pay balance before resolving issues.

  Business Response

  Date: 04/17/2024

  
  Dear Sirs, 
  We understand that Mr ******** had his pool completed under prior ownership. When new ownership came into the picture there was a request to modify the color of the French drain that was built into the tile from a lighter to darker color. The preferred color was not available on island and the fix required painting the existing drain. After a few missed attempts due to heavy winds, we were able to remedy the situation.  Several months later we were informed that the paint was chipping off and so we agreed to try again while applying an additional adhesive to the drain and an alternative type of paint. We again encountered wind on our attempts and agreed to keep trying with Mr ********.  We were then sent a legal demand from Mr ********s counsel with new demands in excess of $30,000 for a host of items from 2021 while under prior ownership.  Since receipt of the legal demand we have stopped any attempts to repair prior workmanship. We hold no ill feelings towards Mr ******** and would like to clear up the drain color issue, but we will not do so while under legal threats for items outside of our scope. 
  
  Respectfully, 
  SCV Pools 
  

  
  

  Customer Answer

  Date: 04/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  SCV had over 6 months to order the proper color of drain to match the $150,000 pool lanai SCV installed.  SCV cut corners by installing a white drain and painted the white drain black. within one month of completion, the black paint started to peel off.  SCV made 2 attempts to pain the drain.  The drain was not properly prepared for paint and what they painted on the 2nd attempt is peeling off.  The only way to remedy the drain is to replace it with a black or dark grey drain.  I had experts come to my home to review the shoddy craftsmanship.  

  In addition to the drain, they are the other items that SCV is responsible for taking care.
  
  Sincerely,
  
  ***** ********