ComplaintsforSweetwater Pool Service & Supply

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We contracted with Sweetwater Pools for a massive pool renovation this past spring and summer. They had fulfilled all obligations, though painstakingly, up until September.I signed a contract to order a new pool safety cover with them in September and was promised an install date by 10/31. Its December 20 and my pool remains uncovered and I have been told almost daily someone will definitely be out to install to be followed up with neverending excuses - sick, cant get staff, parts missing, tools damaged. over and over i am being misinformed and my pool remains uncovered. Now that its winter im particularly concerned of hypothermia if my small children or dog fall in - especially if it snows and they cannot see the pool line. please help - im so frustrated, i tried calling their CEO ***************************** and owner ******* who resides in Andover and they are not giving me the courtesy of a call back. I dont even know if a cover really was ordered at this point. At this juncture id like pool cover delivered and installed asap for safety concerns.

  

  Business response

  01/15/2024

  *********************** hired Sweetwater at the end of 2022 to renovate her pool in 2023.  This project started in the spring of 2023.  She had a separate landscaping company that we had to coordinate with all season long.  This was not easy as the landscaping company was on their own schedule, and we were very accommodating dealing with delay after delay throughout the spring, summer, and fall.  Yet when it was finally our turn to do some work, *********************** and her husband were not so accommodating to us as they were to their landscape company.  Even though our schedule had been impacted by the landscapers, they expected us to be there the day the landscapers were done their part of the project.  If you tell a contactor that they cannot come when they were originally scheduled, then you cannot expect them to come exactly when you would like.  You must accept the fact that you missed the window they gave you and you must work with them to determine when they will be able to return.  ************************* husband was unforgiving to us when we were not able to be there the day after the landscapers were done even though we had been so accommodating to all the delays we had experienced.  In fact, we almost terminated the project in the middle of the summer because he was being so unreasonable.  But we continued in order to complete the project.
  
  *********************** states in her complaint that she hired us to install a cover in late September.  That was the plan before the project started in the spring.  But delay after delay by their landscaper pushed this project into the late fall.  We were told as late as early November that we could not install the cover and it would have to wait until their landscaper was finished with some phase of their project.  Meanwhile,while we experience delays in the late fall, we thought the cover had been ordered and was sitting in a box at our ******* warehouse.  When we were finally told in December that we could install the cover, we discovered that our project manager had never ordered the cover and that the cover that was believed to be the Witmans was in fact someone elses cover.  This was very embarrassing and totally a fault on the part of Sweetwater.  The project manager who oversaw the ****** project and was suppose to order the cover has been let go from Sweetwater for this mismanagement.
  
  Since this all happened just before Christmas, Sweetwaters operation manager has taken over the project.  We put a temporary cover on the pool just after Christmas and have told ************************* that we will install a new safety cover at no cost if she accepts the fact that Sweetwater has been very accommodating throughout the year considering what impact the landscaper has had on this project.  Sweetwaters one serious blunder was the fact that the cover was not ordered when it should have been, and we fall on our sword for that (and we have terminated the employee who was responsible).
  
  We never should have been installing a cover in December.  If we had discovered that the cover was missing back in October, we would have had time to recover, and the job would have been done before the end of November.  The delays from the landscapers that pushed the cover install part of the project into December were the real reasons this project was so painful and why we ended up the way we did.
  *********************** did call the owner several times in a 24-hour period just before Christmas.  I am the owner.  I was out of the state at a family funeral and was informed by the team that we were in contact with her, and things were being addressed.  I contacted her twice in the new year after my team had installed the temporary cover and offered the permanent cover at no cost.  A $4000 value!  I have not heard back from her, but the operations manager continues to be in touch with her.
  

  Customer response

  01/18/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Since ******************************* has taken control of the situation all has been getting resolved to my satisfaction. Please remove the initial complaint as they are fixing the issues we have had in a satisfactory manner.
  
  Regards,
  
  ***********************

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