Complaints

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract on 9/16/22 to have a pool installed. I expressed to Dominic (salesperson) more than once that I wanted the pool by the start of summer 2023. He assured me that because their pools go up "so fast" that would not be a problem and may even be installed during the winter if the weather was good. We made a deposit of $7700 and Dominic said he would be out to do more planning of the pool install soon, but he neve did come back. I did not hear anything from the company all winter and into the spring. In late March I started contacting them for updates. Each time I was told, " we are having a meeting to discuss scheduling and you are on the list. We will call you next week." Each time I did not hear anything back. I would wait 3-4 weeks and call again. After hearing the same story over and over again with no result, in early July I finally stated that I wanted a refund of my deposit if they were not going to install the pool in time to use this summer. In response, they called me around July 14th and stated they would start the install on July 21st. On July 20th the pool parts were delivered and placed on my lawn. At this time they asked for$12,500 ($7000 of which was for the pool itself, and $5000 for excavation). I paid by check. I was also informed that they would not actually start work until July 24th or 25th. However, that did not happen. It is now August 3rd and nothing is done and I have had no communication from the company since 7/21.. Currently they have $20,200 of my money and they have not done anything. I have nothing to show for the investment. I would either like a refund and they can take the pool parts away or finish the project with a reduction of the total price since I was not able to use the pool this summer as promised. I was very clear from the start that I did not want a pool installed in August just to have to close it up for the winter.

  

  Business response

  08/31/2023

  I spoke with ********* ******* regarding this matter personally. I did apologize for our lack of communication. When we started this season, we had a few jobs that had carried over from the end of the fall. We should have been able to get in and out of those in a timely manner. That was not the case. The entire summer was a wash out. Each time in rained we were set back days here and days there leading to us being pushed weeks and months behind schedule. This does not excuse the lack of communication that was given to **** ******* and for that we take full responsibility for and apologize. We kept believing we were going to get back on track and each week and between the weather and staffing, it was not the case. We were trying to move forward in the right direction and **** ******* remained patient with us. I understand her frustration and I do hope we can fix this going forward. We have begun this job, and I will maintain communication with ********* throughout the process going forward. I have offered her a free pool closing and opening with the chemicals as a small olive branch to repair our relationship. 

   

  Thank you, 

  Kate 

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