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Complaint Details
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Initial Complaint
04/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Trusted **** with installing our new pool. My kids and wife were so excited for the process. Then our pool shell was cracked in four places during install. **** pointed out the hole from the first photo. Guaranteed that their Gel coat guy would make it perfect or hed tile the whole top waterline. Multiple attempts have been made to fix this spot and 2 locations WE found in the shell. The fourth hole was covered by concrete. Its hard to believe the cracks from photo 2 wouldn't have been noticed by his crew installing the plumbing for hot tub. One location is now covered with tile and hopefully holds up. The hot tub seat repair is very noticeable. Not as all what anyone wants for their fiberglass pool. Concrete sealer made the pool deck look spotty and discolored. Resealed with a different sealer and applied it so thick it bubbled in spots and sounds like youre walking on thin crackling ice in spots. Got sealer on our brick house and all over our landscaping rocks. I don't know if our timeline was derailed by the cracked shell or just how swamped he is with pools. Expressed frustration multiple times about the shell and concrete and just got smiley face emojis and well seal the concrete again (for a third time). Multiple concrete contractors have said you never apply 3 coats. Another fiberglass company told me today that the fiberglass shell seat is a really tough spot and that'll it'll never look right. As of right now I've got a concrete pool deck thats slick spotty, discolored and bubbled. A pool shell with multiple repairs and that'll never look like it should and a pool pump that wont even turn on. My daughter asked me a couple weeks ago if Id get a pool again if i could re do it. I told her yes because I think you guys will enjoy it once we get it all fixed. She was surprised I said yes and then asked if I would use **** again if I were to redo it. I told her no I wouldn't Soph. The excitement my family had for this have been replaced with stress a problemsBusiness response
05/01/2024
We apologize for the challenges you've encountered with the cracked pool shell. The gel coat issue has been addressed by the factory and remains under warranty. Regarding the waterline tile, we want to clarify that no such guarantee was made, and we regret any misunderstanding.
We're sorry to hear about the issues with the concrete sealer application. We attempted to rectify this with a different sealer application, but it seems there are still concerns. We're committed to resolving this to your satisfaction.
Regarding the pool pump, we'd like to assure you that it was fully functional upon installation. We're available to inspect and address any issues you may be experiencing.
Furthermore, we'd like to highlight that we have final pictures and videos showing the pool after all necessary repairs and adjustments were made, demonstrating the quality and craftsmanship of our workmanship.
Regarding the final payment, we kindly remind you that there is an outstanding balance. We've made multiple attempts to discuss payment arrangements, and we're here to work with you to resolve this matter promptly.
Please contact us to schedule a site visit and discuss how we can address your concerns. We're committed to providing you with the exceptional service you deserve.Customer response
05/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They provided no resolution in there response. My concrete is DANGEROUSLY SLICK to walk on when wet even with shoes on. The Fiberglass repairs are still noticeable and do not look awful. Yes they have photos that are taking in the morning when the concrete is shaded. **** hasn't responded to my last couple messages and when I messaged him about the pool pump it went several days before any response so I had to reach out to another Hayward rep.
Regards,
*******************Business response
06/07/2024
This is in the hands of the lawyer now. I cannot discuss this further.Business response
06/10/2024
This is in the hands of the lawyer now. I cannot discuss this further.Customer response
06/21/2024
Issue has not been resolved and Contractor has stopped communication.Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Feb,5,2023 I paid ******* Pool $1,000 down and June I paid the balance $8,196.To install a new pool liner. The installation was too short for the pool, and ******* pool refuse to correct the problem. They wanted to come out and patch around the new liner. NO, I don't want a patch job. I wanted it done correctly. Didn't pay $8200 for a patch job. That was back in June of this year. Still no resolution. Also, after the water was put in the pool. It took ******* pool almost two months to install the pool cover, not safe because kids. And with in 3to4 weeks the cover ripped apart as I was closing the cover. ******* pool blamed me and said I did it. So, I said I'm not paying a dime more till my pool is done correctly. Only way to fix the liner is to have it redone correctly.Business response
12/12/2023
there a court date of 12/14/23 , his liner came out of the bead , he said it not right witch there is nothing wrong with it just need liner lock. he torn his new auto cover witch the factory would not fix .... we went a head and bought a new cover at my cost and was trying to put it on but we stopped cause he wanted to take it to court. witch we have his cover ready to be put on
was waiting on the court rulings to respond
Business response
12/13/2023
there a court date of 12/14/23 , his liner came out of the bead , he said it not right witch there is nothing wrong with it just need liner lock. he torn his new auto cover witch the factory would not fix .... we went a head and bought a new cover at my cost and was trying to put it on but we stopped cause he wanted to take it to court. witch we have his cover ready to be put on
was waiting on the court rulings to respond
Customer response
12/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*****************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.