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Complaint Details
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Initial Complaint
10/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We ordered a 16x24 above ground pool from Kayak Midwest in April 2021. Total amount paid to Kayak: ********* to date. While we were guaranteed in our contract that our pool would be installed in June 2021, it was not installed until September 28th 2021. The crew that installed our pool significantly damaged the product, leaving sharp raw edges of cut metal, missing pieces of the outer fencing, we were missing our pool light all together and significantly damaged our yard with their equipment. We contacted Kayak Midwest the next day with all of our concerns and they ensure they would have everything fixed within a couple weeks. They requested photo documentation of all damage and this was sent to them on October 4, 2021. NOW they will not return our multiple emails and phone calls since this date. We would like our fence replaced and light installed. FINSIH THE JOB.DocuSign Envelope ID: ************************************
Business response
10/26/2021
We have received the customers complaint and are confused because we had spoken with the customer about these issues and are waiting to receive the parts to fix it. We had spoken to the customer at the beginning of October. At that time, we requested photos be sent so we could evaluate the issue and order the parts necessary to fix the issue. At this time, we are waiting on the replacement fencing to come in from the manufacturer in order to schedule a technician to go out and replace it. There is no work we can do to fix this until we have the replacement pieces and we dont have control over how long it takes for the manufacturer to send the items needed. Once the fencing is received, we will have a technician schedule service with the customer. However, since we arent sure when we will receive these parts we cant schedule service at this time. We apologize if this was not made clear to the customer. That said, we anticipate being able to complete this service request this season.
We absolutely understand the customers frustration and we apologize that this was not completed correctly in the first place. We are currently looking into this further to understand what happened and why this wasnt completed the right way the first time. We appreciate the customers patience as we wait for these parts and this will of course be completed at not cost to the customer. If the customer has any further questions, we ask that they contact our Installation and *******************Initial Complaint
09/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our pool was installed on August 21, 2021, this was after waiting three months past the promised date of installation. The pool broke September 4, 2021 only two weeks after installation. We have contacted Kayak repeatedly to receive service and have the pool fixed. It took them three weeks to send a part that they told us would be sent with three day shipping. The part is not the one needed to fix the pool and the promised service person has never been heard from or seen. Calls to the company are ignored and a message on voicemail tells you to send an email which just leads to more run around. We regret our decision to go with Kayak pools very much and would not recommend them to anyone to purchase. If it was possible to return ours we would in a heartbeat.Business response
10/08/2021
We have reviewed the customers complaint and apologize for the delay. We dont have any control over how long it takes for items to be shipped from the manufacturer but absolutely understand the customers frustration that it took 3 weeks to receive the part they needed. After the customer received this part, we were able to get a work order sent out to our service technician but they are working on a delay at this time. The Service Technician has been push behind and we have not been able to get the Tutorows scheduled to fix this issue but have been in contact with the technician to get a better idea on timeline. We are expecting the Technician to contact the customer within the next couple days to schedule their service. We greatly apologize for the inconvenience and appreciate the customers patience as we work to get their pool Service completed. We have every intention of fixing this problem as soon as possible we are just waiting for the technician to be available which should be very soon.Customer response
10/13/2021
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. Our pool has not been serviced as of today, the pool has been broken for more than a month. We are unable to use the pool, we are unable to maintain the water in the pool, and we are not able to winterize our pool. We only had the pool for 2 weeks before the part broke. There has been no resolution.Regards,
*************************Business response
10/22/2021
We understand the customer has been waiting a longer period of time than we would have liked. To reiterate, part of this was due to waiting for the parts to come in from the manufacturer. There was nothing we could do until the parts arrived. Since the parts arrived, we assigned the work order to one of our technicians to get them scheduled. Unfortunately, this technician was further behind on scheduling than we had hoped so we have reassigned this to another technician. At this time, this technician is working to get the customer scheduled but has had to push back a few of his other service calls that he is working. As soon as he is caught up, he will get the Tutorows scheduled for service. Since the technician will already be there to fix the customers pool, he would be more than happy to winterize the pool for the customer. Again, we apologize for the delay and inconvenience. This was not something we expected to happen and we appreciate the customers patience as we get them scheduled for service.
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