ComplaintsforFiberglass Pool Xperts

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  **** was to fix our pool back in December. Other than taking his time on fixing the pool, **** also was not able to winterize the pool at the time. It took us to agree to a third person to winterize the pool and ** to pay them $450 for the pool to be winterized. Per my agreement with ****************** was suppose to give us the money back but it has been two weeks and we have not received anything. Everyday **** has been saying he will zelle the money, but he has not done so yet.

• Initial Complaint

  08/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 10/19/2021 at 10:50am, Fiberglass Pool Xperts at ************************************************************ came to my home and was paid a $3,000 deposit to complete a contract before the winter of 2021. They never attempted to show up to winterize my pool or do the agreed upon repairs. In fact, FPX has never shown up to my property since taking my deposit. This has caused my family undue hardship having to find another company to winterize our pool very late in the season when many companies had already stopped that service for the year. This cost my family double due to the time of year and I had to drive out of state to find a company willing to complete it. On top of that, FPX has now told me twice that they would refund my money and have failed their own refund deadline both times. These failed deadlines go hand and hand with the failed deadlines to complete any work on my property. Furthermore, FPX claimed that the ************* manufacturer wanted them to do the job, to further delay and stall their responsibilities. After being extremely patient with the lackadaisical worth ethic and response time of FPX, I wrote a final email wanting honest answers since all past conversations/emails/and text message promises turned out to be lies. FPX could not give any information and said they were canceling the job and would refund my money on 07/28/2022. They gave a ***** day window and they would be in ******, ** and deliver my refund to my house. To continue with their lies, they did not show and did not respond to my message regarding another missed deadline.In the end, FPX has caused my family undue hardship, cost us countless hours of time and a lot of unnecessary money. They had every chance to complete the job and return our deposit after failed deadlines. Again, the only time they showed up on my property was to take $3000 from us on 10/19/2021 and this is well documented in communications. I will be contacting *********************** ******* *** soon regarding their client.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired ***************** after researching his company under the name fiberglasspoolxperts and finding no red flags. We learned the hard way to research the owner, not the company name. He has apparently changed his company name multiple times which enables him to continue his fraudulent schemes and theft. Previous name: Project Solution Specialists. We hired Mr. **** on May 26, 2021 to refinish a ****** gallon, rectangular, fiberglass pool. The pool was faded from sun exposure and simply needed a new coat of finish to bring it back to life. We paid a $1000 deposit on 5/26/21 for the work to be completed July 2021. We were given a 72 hour turn-around time from start to finish. The total contracted amount for the pool refinishing was $4500.00.After multiple texts and calls, Mr. **** finally showed up on 9/27/21 to start the work. On 9/27 we paid another $1000.00 in cash, as he was now suddenly not accepting square or credit card payments. On 9/30/21 the work was completed and we paid the final $2500.00 by check. Within 24 hours of completion the pool started to peel, chunks of fiberglass were pulling away from the sides and the pool was basically destroyed and completely unusable. I canceled the last $2500 check immediately. I contacted Mr. **** and sent him pictures. of the damage.Mr. **** agreed the job was not finished correctly and needed to be redone. He did not show back up until 10/5/21 where some work was done, but it was far from fixed. He left and did not return again until 10/21/21. Again, the work was not complete. He returned again, 11/9 and 11/10/21 after multiple cancellations. Well, he did not show up, he sent his "new and untrained employees" to fix this botch job.He is refusing to refund our money or provide his insurance information and the job remains incomplete. We will need to hire a new company to un-due the damage he caused and refinish the poor correctly.

  Business response

  12/02/2021

  *************************** (KP) contacted *** (Fiberglass Pool Xperts) in May 2021 with fiberglass pool issues concerning blisters and fading gel coat.  We asked KP how many blisters the pool had and was informed there were maybe a dozen or so.  *** emailed her a proposal based on information she provided, to recondition the dozen or so blisters she had and to resurface the pool for $4,500.00.  KP accepted the proposal and paid the $1,000.00 deposit on line.  The emailed proposal stated the project would be placed on the June 15-July 15 schedule.  The proposal does not indicate any start or completion date.  KP was never informed of any potential completion date.

  Due to the crippling cold weather that was declared a state of emergency in Texas, that caused the overwhelming short supply of fiberglass pool materials such as resins, fillers and glass, the wet and rainy June and July throughout the entire eastern half of the country and the inability to keep good workers hired, all of *** projects were delayed, rescheduled and pushed back.  KP was kept informed of schedule changes and informed *** on July 5 that we should finish up the 2 pools in front of hers in the next week or so and that we would be in contact when we were ready to set a date.  KP asked that we keep her posted and NO HURRY.  *** called to set up a start date for August 17th and KP response was they would be on vacation that week and can we try for the following week.  *** agreed to try, the scheduling change was not feasible and the project was pushed back.  On August 29th KP was informed the schedule change was not workable and her response was NO RUSH and that she would just like a time frame and said she knew the weather has been rough.

  On Sept 27th we started the project and when we drained the pool, *** realized KP had misinformed *** of how many blisters she had and that the count was well over 150.  *** informed KP and her husband that the proper course of action would be glass the entire pool so there would not be a future blister issue.  Cost of project would be a total of $7,500.00.  KP asked that we recondition the blisters that needed the most attention, let the remaining blisters be and resurface the pool.  Project cost not to change.  We agreed to that and agreed to deliver and install two LED lights at a cost of $810.00. 

  *** left 2 helpers with a very capable man (JS) in charge that has worked with us periodically for a couple of years and had just completed an east coast trip to NC, VA, MD, DE and *************.  In **, *** resurfaced the therapy pools and spas in the locker rooms for the ****************** and the Washington Capitals, no complaints and several very satisfied customers.  JS is a recovering alcoholic and on that trip was sober.  I was personally on the trip and JS did an outstanding job. 

  KP paid her second payment of $1,000.00 when the project began and the crew finished the job on 9/30.  KP paid the remaining balance of $2,500.00 via a check and the crew left.  As the crew left, JS backed into a small low retaining wall and knocked off the 2 cap stones on the end of the wall.  *** was not informed of this until the following day 10/1 when we were also informed that there may be a few touch *** that need to be addressed.

  On Monday 10/4 I was informed the check KP had written was cancelled and the deposited funds were removed from the *** account.  

  I personally looked at the project on 10/5 and apologized for the poor workmanship and stated we would address the areas where JS had done a terrible job and resurface the entire pool.  I looked at the retaining wall damage and inform *************************** that I would bring construction retaining block glue and glue the cap stones back in place since that was how the cap stones were originally installed. *************************** said OK.  I also delivered the resurfacing material and the LED lights KP had requested and left them on site without any payment.  *** informed KP that additional filler would need to be picked up and that weather was becoming a serious issue.  After speaking with an *** employee I learned that the last 2 days on the job JS had been drinking on the job and was no longer sober.   

  *** returned on 10/21 and the reconditioning of the bad areas was done and the LED lights were installed and KP paid the $810.00 for the lights.  KP informed *** that she would pay the $2,500.00 final payment when the resurfacing was completed for the second time.  *** agreed to the terms of final payment.

  *** returned to complete the job the following week but the water supply at the home had been shut down due to a water main break in the neighborhood.  A wasted trip.

  On 11/9 *** returned prepped the pool for the final coat.  ***************************** who is the *** lead man and has over 50 pool resurfaces completed over the last 2 seasons arrived with helpers on 11/10 and the resurfacing was completed.  KP informed *** that she was not making any payment and I personally spoke with KP about payment.  I asked her when she would be willing to make the $2,500.00 payment and she stated she would make the payment after the 72-hour cure time had passed to make sure there were no issues.  I agreed to accept payment at that time and KP informed me she would make the payment on Saturday the 13th of November.  I informed her I would be there to pick up the $2,500.00 payment.  KP then stated she would be deducting $205.00 from the payment since she had actually picked up 2 gallons of a filler *** could not get from the Greenwood IN NAPA due to material shortage.  I asked KP if we could split that expense since the *** crew travelled 2 hours to do the job and the neighborhood had no water and it was a wasted trip.  KP said no way.  I agreed to accept a check in the amount of $2,295.00.  KP then informed *** she would be deducting another $400.00 and wanted the retaining wall rebuilt.  At this time, I realized that KP was probably not planning on paying *** another dime and I that it was best to end the phone conversation and take the loss.

  KP has since informed BBB and my insurance company that the pool has been damaged.  This is a false statement.  No damage has been done to the pool or the fiberglass.  The material applied by us may have a couple spots that need additional sanding or touch up but there has been no damage.  No different than painting a house.  Just because there are a few runs on the wall or an area that could use more paint doesn't mean the house is damaged. 

   

   

  Feel free to call me with any questions,

   

   

  ****  

*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. ↩