ComplaintsforKayak Pools Midwest

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased this pool on 06/10/21 with a loan amount of $38160.00. We were supposed to receive a pool that was usable and good quality. Instead the pool was delivered and stored over the winter on our property until it was installed a in early 2022. The problem is that it was installed improperly and is not usable, it was left incomplete and all the promises to return to complete/reinstall the pool properly has gone unfulfilled. The customer service has been a nightmare, very little communication and the communication we did get has not been as promised. We have a loan on this pool that we have been paying for monthly and we have a hole in our yard for frogs. We are supposed to be a demo sight but the photos I have would do nothing but embarrass and disgrace this company. This company has been a huge disappointment and a total nightmare to deal with.

  

  Business response

  08/30/2022

  Kayak agrees that the Deals did not receive the quality installation that we expect from a Kayak Pool installer.  We have assigned our top installer to rectify the issues with the Deals' pool and he will be calling to schedule their repairs as soon as possible. Also, we would like to offer $1,000 in compensation for the issues they have experienced with their pool. We will waive the remaining $1,000 due on the Deals' pool and they will not owe any additional money on the pool. We really do appreciate their patience as we get these issues corrected, we will insure that our installation team gets everything resolved for them. Thank you!

  Customer response

  08/31/2022

  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. 
  
  We appreciate the acknowledgement of the inferior installation and are happy that they indicated that the problem will be rectified. But, this is the same thing we have heard for MONTHS...This was one of the first pools installed of the season and it was not installed correctly, so instead of fixing it and making it a priority, they have pushed us back until we are now at the end of the season. There has been 2 different individuals that were sent out to survey the colossal mess of a pool in our yard. They have been excellent and upfront with us and expressed that the whole installation would have to be torn out and completely redone. Parts have been ordered and delivered for the job but the customer service issue seems to be the hold up...we have heard nothing from Kayak since..no follow up, nobody will answer the phone and if we leave messages, they are not returned. We want a time scheduled when this will be completed as Fall is arriving. The weather/ground changes will come into play and we want this done before there are any issues getting into the yard to get the job done...We have now missed two entire swim seasons since we purchased this pool....So, the compensation is appreciated but far from what we feel it has been worth!

   
  Regards,
  
  ***************

  
  

  

  Business response

  09/15/2022

  We have our top installer scheduled to rebuild the Deals pool correctly anywhere between August *****. Kayak has continued to update the Deals on the progress of their rebuild. We have record of conversations between the Deals and Kayak technicians on 7/23, 7/27 & 8/15. We always aim to deliver a great experience and we regret that we missed the **** with the Deals Kayak pool build. We will make this right and you will have many years of swimming ahead. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of 2021, we contracted with Kayak for a new pool. At the time we agreed to an early spring installation. After several miscommunications (or no communications at all) from our Installation Coordinator, Our pool was finally installed in Late June. Our first day swimming was June 25. At the time of installation, the steps for our pool were never installed, because they were missing a part on installation day. Additionally, there is one section of the pool liner that sags. We identified the sag on June 25, no repair has been made. Exactly one month later on July 25, the skimmer pipe broke. We lost 14 inches of water in our pool and it has been inoperable for two weeks. We are getting NO movement on fixing this pool. All email responses basically say we are working in it. I have to beg for updates and they only respond when I threaten to contact BBB. Im done threatening. This company advertises their customer service, easy pool maintenance and service. This far, we have seen none that. Its hard not to assume that since my pool is now paid in full, they dont actually care if it is working or not. (The best part? Our contract says we are supposed to be a DEMO home)I do have an extensive email chain, should you wish to review.

  

  Business response

  08/19/2022

  The *************** is scheduled for 8/25/2022. At that time the liner slip will be repaired along with the cracked skimmer pipe. 

  Customer response

  09/02/2022

  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. 
  
  

  Good afternoon- I do not consider this matter resolved. I am still waiting for the company to respond to the matter of paying our pool refill bill, as well as actually coming to fix the problem. 

  The technician that came to our home put a band aid on the problem and the new pool part just arrived via mail in The last few days. The **** IS NOT FIXED.
  

  I guess it really doesnt matter because I dont feel like I received any help whatsoever from the BBB. The last message I saw was that you were waiting on a response from the company. And now the ticket is closed. Just one more thing on the long list of a very frustrating situation.
  

   

  Thanks,

  *******

   

   

  
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pool back in June 14 Of ************************************* ***** days after down payment was made. Payment was Made 7/16/2021 I request updates 8/10/21 They responded 8/12- it will begin the manufacturing stage, manufacturing stage does take the longest out of the entire process.9/1/2021 I asked for an update 9/1 /21 They responded the same message along with Important Notice From Our Manufacturer:our manufacturer regarding manufacturing shortages and delays. We wanted to share this with you to keep you informed as this will affect all pools currently in manufacturing. 3-4 more week delay 10/11/21 I asked for an update I did not get a response until 1/18/22 indicating they were on winter hours 4/18 /22 asked for update they responded 4/22/2022 that I had a new contact named Diamond. I responded after not hearing from Diamond on 4/28/22 "This email address and you did not answer my question. I would like a refund as I stated last October as I still can't seem to get updates. No one responded. I was told ***** days from when I signed it would be installed. I paid in July there for install should of been end of September. Just not happy with how business is handled."6/3/22 emailed ******* rep that sold me pool No response was made until **** called 6/6/22 saying that I was not eligible for a refund as it was in the contract.he also said the he tried to call me in May and had it noted, but I looked though my missed calls though my online ******* account and on my phone and no call was miss. Photos of call log attached also I looked in to filing a complaint back on 7/10 but contacted ******** at the **************** email listed and she has not got back to me That is why I am reaching out. I would like my refund of $6394.00, what I had paid down. Sent to my in an overnighted certified check to *********************** *******************************************************

  

  Business response

  08/19/2022

  *****, your pool was not ordered on June 14th, it was ordered on July 22nd, 2022 (see the timestamp on the document labeled Checklist that you yourself attached to this complaint). You were not told ***** days, you were told ***** business days (see document labeled Kayak Agreement that you initialed and signed stating you were aware of this timeframe AND when it started). Further, per the contract, those ***** business days dont start until all necessary paperwork, financing arrangements, and permits have been finalized, excluding weather conditions and any major unforeseen circumstances. This timeframe does pause once we stop installing for the season as pools cannot be installed over the winter. We updated you in the fall of 2021 like you stated and we informed you that we were delayed past the originally quoted 60 business days. We do apologize that you did not get an end-of season update in October before we stopped installing for the season, but we did update you in January. Diamond updated you on 4/13,then 4/22, and then on 5/4 she informed you that we were 7-8 weeks out on installation (as our installation season was close to starting for the year as we were waiting on the weather to warm up). On May 10th you informed ***** that you were cancelling your pool order because of a breach of contract and because Kayak *****. We informed you that per your contract a refund would not be issued as we had already received your pool and it was in our warehouse waiting to reach your place in the que to deliver and install your pool in a few short weeks. We understand that you have already put a deposit down on another pool and would like a refund, but we have already ordered and paid for your pool as well and are incurring storage fees and costs. I did get with our general manager to see if there is anything he would be willing to do for you and he has agreed to issue a 50% refund of your deposit, despite your contract stating no refund will be given. If you accept we will issue a check via mail for $3,197.00. Further, if you do decide to move forward with us we would absolutely love to get you swimming! We have your pool sitting in our warehouse and can get it delivered and installed ASAP. If not, of course all funds left on account will be available for you to put towards a Kayak pool should you ever decide to revisit Kayak in the future. Thank you!

  Customer response

  08/22/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  Please send refund check in the amount of $3197 to me at

  *******************************************************************************************  54871

  
  

  Please send me contact information where I can call if check is not received in timely manner **** business days. 

  
  

  Regards,

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

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2021 we purchased a 16 x 32' pool, half in ground, half out, as we have a sloping yard. April 18, 2022 was installed by team of installers lead by *****. Ground breaking by ********************* 19, 2022. ***** requested more sand be delivered $800. Install of pool April *****, 2022. ***** requested 60 ton of dirt be ordered for backfill. April 26, 2022 60 ton ($2,234.69) of dirt delivered at 8 am, 10am and 1pm. Three trucks full. ***** never returned to the job. May 17,2022, ***** called ***** inquiring when they would be back to finish job? ***** stated he "lost all his contacts" June 1, 2022, ******* started calling Kayak about: backfill issues and pool leaking near the ladder area. July 6, 2022, after ******* called 6 times (or more), ***** started calling for someone to get out here and help fix the problems. Pool leaks 3 spots, pool was installed higher than the ground level forcing rain water back toward our house, pool has fallen off foundation supports, weak motor installed up hill, plumbing not glued together, skimmer and filter installed on same side, skimmer installed under deck, many extra holes drilled in decking from mistakes, back of pool braced with shims (6 inches worth), earth around pool falling in causing our puppy to fall under deck. Pool water level needed to be monitored 24/7 in order not to burn out the motor. Motor needed to run 24/7 because it was so difficult to prime due to up hill plumbing. All this information was confirmed by the repair crew that was sent out July 30, 2022. The best resolution suggested by the repair crew was to completely tear pool down and rebuild, with deeper foundation. The repair crew called their superiors to be told they would need special approval. We have called to inquire August 1, 2022 with no response.

  

  Business response

  08/19/2022

  We truly apologize for the issues you have experienced during installation of your pool. We have one of our delivery drivers in route to your home now to deliver the correct size liner and our installer will be at your home today to install it. We are committed to making sure you have a fully functioning pool that you can use for many years to come. The liner is being installed today! Thank you again for your patience.

  Customer response

  08/23/2022

  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. 
  

  On August 16th another team of installers arrived to:  take one side of the pool off, to access the rest of the walls.  They jacked up the three sides, dug by shovel and hands under the walls and set the pool back down into hole 6inches deeper.  Now, at the right level.  They have reworked the decking and side rails to make them level and straight. The filter and heater have been relocated twice in hopes of being able to make an easier primer to start the pump in the future.   The dirt was leveled again and new sand was put in to smooth the bottom.  The two main drains were put down.  The installers worked over time very late in the night trying to get this all up and running before they were called out of town to another job.  At 10:00pm, Wednesday August 17, they opened the "new" liner to find it was wrong size liner.  The next day the team drove to a distribution center to pick up another liner.  They were denied access and not able to pick one up to finish the job.  Someone from the company drive several hours to drop off yet AGAIN a new liner on Saturday, August 20.  This liner was also the wrong size.  Ours is a flat bottom pool and this one delivered has a deep end in it making it loose.  The new team is now gone on to other installations leaving us with a completely unusable pool!  

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************

  
  

  

  Business response

  09/02/2022

  The ****** pool repairs have been completed with the exception of the liner. The liner we had received from the distributor was labeled incorrectly. The correct liner will be delivered and installed the week of 9/6/2022. Kayak will be providing the water for the ******. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a pool that was to be fully installed underground. The pool was only partially in the ground. It was put into a grade. I was never informed by the installer that this could be a potential issue. I would have moved the position of the pool if that was disclosed. I have had nothing but problems getting kayak pools to call me back to resolve this issue. My backyard is a disaster because I cant move the dirt until this is resolved.I want the money back I paid to have the pool fully installed in the ground. They will not even tell me the amount I paid for this. They claim not to have an itemized list of cost. I cannot seem to get anywhere with this company.

  

  Business response

  08/19/2022

  I have included the ********** completed pre-installation and final inspection checklist were both initialed and signed on 6/14/2022 by **************************  ********************* initialed that the location & depth had been discussed and agreed upon, the elevation will be approximately 0 above ground on the high end and 1 on the low end, and lawn damage is expected to be severe and agreed to move forward. Attached are the ********** installation pictures. You will find that the high side of the pool is fully recessed and the low end of the pool is about 1 foot below.  ********************* initialed that the installation of the pool has been completed to my satisfaction and understood that they are responsible for material and backfill. The ********** did tell us that their yard was flat as stated on their attached Kayak contract and it also states the ********** have chosen to complete the backfill themselves.  The ********** have received the recessed pool that was agreed upon.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/30/22 I placed the order for my pool to be fixed and paid $2810.55. I am writing this to inform you all of my nightmare pool liner install that has been going on since Sunday May 22nd. I have previously wrote in to tell about the initial issues I had with my installer, however, they continued throughout the week. After ****** (installer) did his no call no show on Tuesday, I heard nothing back from this office about my issue, I only heard from ****** on Wednesday at 9pm that he could do the install on Friday the 27th and be there no later than 11:30am. At 11:20 he texted me to tell me the weather had him behind and he needed to reschedule. This is the 3rd time that week I had to call off of work to be home for this install and wasnt given enough notice to his cancellation. He then said he could be here no later than 10am on Saturday and it was only a 2 hour job. At 10:20am on Saturday I called him to ask where he was in which he stated he was ***** minutes out. I called at 11:50am and got no answer. At 11:51am I got a call back from a girl named *** who was with ****** and she told me there was traffic and it would be an additional ***** minutes. At 1:00pm I called and there was no answer. I sent a text asking for an ETA at the 1:06pm with no answer. I called again at 1:10 and still no answer. I received a text at 1:36 stating they pulled over to look at something with their truck and it would be another ***** minutes before they got here. They showed up at 2:19pm. He said it would be a quick job and hed be done in 2 hours. At 6:20pm I he stated they had 2 hours of work left and at 11:00pm they left. The skimmer was leaking and there was a big hole in the liner under the light. I contacted the company to get this fixed. The replacement parts have arrived but I have been rescheduled 3 more times and I still get no call no shows and have to constantly reach out for updates. It has been 2 months since this started.

  

  Business response

  07/08/2022

  We do apologize for the lack of communication with our installer. We have been attempting to reach this customer for the last 2 weeks and have not been able to get ahold of them. We called and left a message on 6/30 and again on 7/6. Once we are able to speak to the customer we will be able to finish coordinating their service. Thank you!

• Initial Complaint

  06/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  contract 8/18/20, nothing but lies, deception and poor communication, installation was completed 7/1/21, 4 days to install pool I addressed some issues with the installer, he said he would order the parts and fix them.When they were installing my husband told them that the pool wasnt level, he was told that the pool was level that the liner wasnt and it would level out when water was in. I also questioned the creases and divots on the bottom of the pool and I was told the same.Upon further inspection of the pool we noticed that all of the post have holes, where they didnt know what they were doing and the fencing doesnt line up right. The corner fencing is crooked and the fencing bows out. Theres a high spot on the side of the pool, also drilled the latch wrong on the swing up ladder and only has one screw.The entrance to the pool needs a brace because its wobbly. I was going to address this with the installer when he came back out. On 8/23/21 called installer was told to send pictures and someone would get back with me.They called back and said they were no longer installing for Kayak and couldnt help me. I reached out to *****, sent her pictures and told her of the problems, she said she would take care of it and send service out. This went on until October saying someone would be out but never show. Closed pool and said it would be done in spring. Service showed June1, only had a few post and fencing no ladder. Called ***** to order parts and said he could fix the bow but not the level or floor bottom issues, said it would take about 2 weeks. I called kayak on 6/21/22 talked with Brilyn she couldnt help me but told me ***** would call me by the end of the day and to discuss what to be done about the other problems I never received a call. Called on 6/23/22 talk with Marin she told me they just got paper to order. I can see its going to be the same run around I have got from the beginning. I would like my pool fixed, compensation for other issues.

  

  Business response

  07/08/2022

  We are truly sorry for the delay in getting your pool issues resolved and addressed. We are going to discuss your concerns with our Installation Quality Control Manager and ensure we have a plan for resolving your concerns and repairing your pool. We appreciate your patience and we will update you next week on our plan. Thank you!

  Customer response

  07/12/2022

  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.]I have spoke with someone about a plan of action but will see if my issues will actually be resolved.
  
  Regards,
  
  *******************
  

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered pool in June 20, with DE filter. Pool installed Sept20, only filter was on backorder. ********************************* filter, they verbally confirmed they had a 3 month backorder, not a 6+ month backorder on filters. Fall of 21 came, Kayak Midwest install coordinator stated (via email) office manager that if I ordered a DE filter they would reimburse me cost of filter, parts, and install. I ordered a DE filter this spring along with its necessary valve then sent in receipts along with photos showing filter is installed. I told them once I get reimbursed for that first section, I will send in receipts for pipe and fittings. I had to install myself because the crew that installed pool did not reply back to request. I called the office and talked with the owner, who stated the filter I ordered was too expensive, that they miscommunicated and that they would only reimburse me for what I paid them for the filter, with couple hundred in kayak kash. I said I would need to think about it and requested his offer in email, owner then quickly hung up. That was over a month ago now and I have heard no word, even after emailing the office manager every other week. I contacted their home office as stated on the call from general manager, they reached out but seems like Midwest is not replying to their emails about my case.They originally sent undersized filter, and now have sent cartridges 2x instead of the de filter requested. Along with a solar reel that I only needed parts that were on back order at time of delivery.I am willing to settle everything for $2,000.00. That will settle the filter&valve, along with some of the flex pipe. I can get receipts for the fittings, pipe if desired, and my labor would be 3hrs, weekend, $48/hr=$216. After that, they will not hear from me unless a warranty part fails.Thank you,RJ

  

  Business response

  07/08/2022

  We will discuss this with the general manager and inform you of his decision. Thank you!

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company took 1/3 of a down payment ($8,000) last year, to be exact 11 months, and now they are not responding to my emails or voicemails for a period of one month.

  

  Business response

  07/12/2022

  We have been in communication with this customer numerous times over the last month to coordinate final permit requirements and arrange for delivery of the pool. The customer received communication from us on 7/5, 6/24, 6/17, 6/15, 6/2, 5/24, etc. We apologize for any delay in getting back with her but we have kept in constant communication! 

  Customer response

  07/15/2022

  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. 
  
  Please find attached the most recent string of e-mail exchanges, which include statements that delivery will be made and three weeks later, I have no delivery.    They are responding, but they are empty responses.
  
  Regards,
  
  *************************
  

  

  Business response

  07/26/2022

  ************'s pool has been delivered and it is scheduled to be installed this week barring weather delays and any unforeseen circumstances. 

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed our contract in July 2021 at that time we were told ***** days for install. I called several times in August,September and October and each time I was told it should only be a few more weeks. Finally in October they sent an email stating they didnt have a delivery date. I kept in contact in December January and February. Finally in March I received and email saying installs would be starting mid April. In May I sent an email and finally received a call from **** which he said we would be installed in a few weeks. By the end of may I contacted them back and **** told me by mid June. Mid June comes and goes still no pool. I contact them back he then tells me my pool will be delivered this week. Its now Thursday 6/23 and still no pool. I sent 3 emails and finally received an email stating that they are running behind and that I will get a call as soon as possible. Throughout this whole process we have lost money!! We had to get a second permit which was another ****** out of pocket. Our summer is almost gone we should of had our pool last year! I want my pool installed as promised

  

  Business response

  07/12/2022

  We apologize for the delay, your pool was delivered on 6/29/22 and your installation is scheduled for 7/16/22. We cannot wait to get you swimming! Thank you!

*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. ↩