ComplaintsforP Beach, LLC

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 14 2023 a contractor (PBeach LLC) hired through Namco pools came to install the pool I purchased. The installation was not done correctly. After the pool was filled with water we noticed numerous "lumps" and wrinkles along the floor of the pool. I believe the ground underneath was not leveled flatten out properly. Furthermore the padding material used to cover the metal framing to hold the walls of the pool was not installed in all places. We can feel the metal framing is about to poke through the liner which could then cause a hole or harm to someone in the pool.

  Customer response

  10/03/2023

  The total cost of the pool was $18,066.76.

  The materials for the pool was $12,316.77. The installation was $5,749.99.

  There were 2 payments made for the installation, 1 paid to Namco for $3,699.99 and then Namco paid the contractor, PBeach. Then another $2,050 was paid in cash (there is a receipt) to PBeach because they had to dig an additional 2ft deeper to level the ground for the pool.

  I am requesting a refund in the amount of $5,749.99 so that I can find another company to fix the issues, as well as the unsafe conditions of the metal cove sticking out that should have been compacted down by "leveled" sand. I am very unsatisfied with the poor installation. 
  

  Business response

  10/17/2023

  This is in response to *****************************************
  The installer did go to the customers home and did a walk inside the pool (video attached)
  and also I notified the customer that the installer did return to the home and also explained to him that he needs to do landscaping (video attached also)
  So that there will not be any addition problems down the road (as you will see in the video the customer needs to do landscaping)
  The installer does not do landscaping

  Customer response

  10/17/2023

   
  Complaint:***********
  
  I am rejecting this response because: the landscaping has nothing to do with me it has everything to do with the contractor. The contractor was paid as their responsibility to properly install the pool on a leveled compacted ground. However, as a result of not checking this, the ground is unleveled and has caused large bumps and wrinkles throughout the bottom rather than smooth.  

  Sincerely,
  
  ******* ************

  Business response

  10/18/2023

  Unfortunately ***************************** is not correct even when he spoke with the install department at namco they had the video pulled up and as you can hear the installer say what he found was normal when he was walking around the pool

  That is also why the installer took videos around the outside of the pool and pointed out the issues that ***************************** would have if he did not do the landscaping right away 

  Customer response

  10/19/2023

   
  Complaint:***********
  
  I am rejecting this response because: the outside landscaping is not effecting the foundation of the pool. The defects are from the improper installation. The dirt and sand was not leveled properly prior to the pool being installed. The video doesn't prove the bottom of the pool is or isn't smooth. It doesn't justify the complaint. Anyone can take a video and say it's fine. It's one person's opinion against another and I can feel the bumps and I am not satisfied. Maybe someone of a neutral party should inspect the pool. 

  Sincerely,
  
  ******* ************

  Business response

  10/20/2023

  Once again if you notice in the video the install is walking around INSIDE OF THE POOL DESCRIBING WHAT HE IS FEELING AT THE BOTTOM OF THE POOL there is enough sand covering the braces underneath and if ***************************** listens very carefully to the installers description in the video he will understand once again what the installer is saying also Mr ************ is going by hearsay with individuals he is speaking to about his pool, as he stated it is one opinion against the other, the installer has over 30 years experience and has installed many oval pools.

  Customer response

  10/20/2023

   
  Complaint:************
  
  I am rejecting this response because: your response sounds if you are degrading my knowledge and instead of trying to satisfy a customer and listening to my complaint all your doing is defending what you think you did is right. To my satisfaction it is not! Whether you put it in the video or not it doesn't justify the bottom of the pool is smooth. The fact you are choosing to do nothing instead of finding a conclusion to solving issues says a lot about your company. 

  Sincerely,
  
  ******* ************

  Business response

  10/23/2023

  ***************************** I am not DEGRADING YOUR KNOWLEDGE.  I do not think your are grasping  what we are trying to explain to you as did Namco try to explain to you about the pool 

  The installer did go and check your pool out and found no issues (that is why I am saying that he is explaining everything he is doing on the video)

  The is getting a little ridiculous that you keep rejecting the responses have you even looked at the video and listened to what the installer was saying while he was in  your pool walking the whole perimeter of the pool and explaining that there is ENOUGH SAND AND THAT THE BOTTOM GUARD was installed

  Please listen carefully to the video and then respond back

   

  Customer response

  10/25/2023

   
  Complaint:*************
  
  I am rejecting this response because: it's ridiculous that your not comprehending what I'm telling you and your not doing anything to meet in the middle about my unhappiness with the work done. I have the watched the video and I think it's time you try to figure out how you will resolve the issue. From a customers stand point it doesn't seem like you want to do anything to help facilitate a resolution. We can go back and forth about whose right and wrong but ultimately I am just looking for a way to resolve my complaint and if not I am willing to pursue further. Do you understand how much money I invested in this!? The fact your not willing to help me states a lot. 
  
  Sincerely,
  
  ******* ************

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