ComplaintsforBrighton Pools By Hohne

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sit on the Board of Directors for a 55+ community, ****** ** ******. We asked for a proposal to refurbish our pool from Brighton Pool. Based on the proposal, water would be included and the price was $62,595. The contract that we signed (shame on us for not reading it carefully and thinking it was the same as the contract) was for $71,885 and no water. We did not catch either of these until we were getting the paperwork together to create a file for future reference. When questioned, we did not receive satisfactory responses in answering these two questions: 1. Why did your proposal state water included, but your contract says no water. 2. Why does your proposal state one cost 62,595, yet we were charged 71,885. We feel we have fallen victim to deceptive practices believing it was a case of "bait and switch". In addition to an explanation of charges, we are asking that he honor his proposal and refund the money we paid for 9 truckloads of water (6,000 gal). We can forward the invoice for water when we receive it. The pool was just filled on 5/24, so they have not had a chance to invoice us. The last issue is completion of work. Tiles were cracked when they put in new skimmers. Instead of replacing broken tile, they just stuck tile pieces in the broken areas.

  

  Business response

  05/28/2024

  The contract amount did not included water and the proposal was clearly written with each itemized price as shown below just as we have done for thousands of customers:

  $24,420.00 tile and coping replacement

  $1,110.00 Step trim tile

  $26,850.00 Plaster pool

  $15,420.00 Skimmer replacement

  $2,885.00 Caulk joint

  $1,200.00 Pressure test

  $71,885.00

  The tile repair was made and the customer did not make us aware of any issue after it was repaired. If there is an issue of course we will take care of it.

  Thank you.

  Customer response

  05/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Our questions have still not been answered. 
  1. Why list water included on the proposal and not on the contract? To me, he lured us with water and then used his standard contract for us to sign which states no water.

  2. His proposal says 62,000. I am aware of what we paid, but he has not answered why 9,000 was added to the contract from the proposal. 
  

  No mention is made in his response about not properly replacing the broken tile caused by skimmer baskets. 
  

  His response is the same “non response” he has done throughout this journey. 
  Sincerely,
  
  ********* *****

  

  Business response

  05/28/2024

  This was my response which includes clear answers to both questions— 
  

  What is the issue with the tile? Can you please send a picture?

  MESSAGE FROM BUSINESS:
  
  The contract amount did not included water and the proposal was clearly written with each itemized price as shown below just as we have done for thousands of customers:
  $24,420.00 tile and coping replacement
  $1,110.00 Step trim tile
  $26,850.00 Plaster pool
  $15,420.00 Skimmer replacement
  $2,885.00 Caulk joint
  $1,200.00 Pressure test
  $71,885.00
  The tile repair was made and the customer did not make us aware of any issue after it was repaired. If there is an issue of course we will take care of it.
  Thank you.

  Customer response

  05/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  B: The contract amount did not include water L: This wasn’t the question. The question is why did your proposal include water but the standard contract omits it? Lure us in, switch it up.

  B: The proposal was clearly written with each itemized price as shown below just as we have done for thousands of customers L: Please check the proposal document I submitted. It does not include any of the information you have listed below. There are no itemized numbers just a total amount. Please open and look at the document. Also not listed at all is step trim tile, and pressure test.  

  $24,420.00 tile and coping replacement
  $1,110.00 Step trim tile
  $26,850.00 Plaster pool
  $15,420.00 Skimmer replacement
  $2,885.00 Caulk joint
  $1,200.00 Pressure test

  A board member who noticed the tiles were not fixed completely will take pictures to provide. 
  Sincerely,
  
  ********* *****

• Initial Complaint

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Mass Grading and Backfill:  1. The backfill was conducted using soil and rocks, including some very large rocks, without proper material selection or compaction. Additionally, the mass grading was not completed to the appropriate level. 2. Concrete Deck Concerns:  A. The grading was not adjusted by the concrete workers.  B. Gravel #57 was inconsistently placed around the pool, with some areas having less than 2 inches of gravel. Despite previously providing pictures of this issue, it seems to have been overlooked.  C.  Metal mesh was positioned on the gravel as resulting in it being directly under the concrete (should be inside) rather than the recommended 2 inches inside. Again, pictures of this issue were previously provided but not addressed.  D. Due to incorrect grading, the concrete thickness in some areas is significantly less than the required 4 inches. Pictures of this issue were also previously sent.  E. Some concrete areas lack proper grading, as evidenced by the pictures I previously provided.Pool Equipment:  1. The pool equipment has not been registered with the manufacturer, which raises concerns about warranty coverage. 2. Even pool 2 times defects have been found. I kindly request that the Pool Company not pool owner inspect each aspect of the construction to address these issues promptly. ******* and ****** *******

  

  Business response

  05/23/2024

  Backfill material from the pool excavation was used as always. We do not haul in backfill material. All grading was performed properly. All deck gravel was placed properly. Wire mesh was installed and adjusted properly. All concrete is the appropriate thickness. Customer is required to register equipment with the manufacturer. Issue with pump was resolved. Thank you.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid $8000 up front for a pool liner installation. I am an Army combat veteran on a fixed income. I had to pay for a pool opening and a water delivery. The liner installers never showed up. I lost all mine paid on the water delivery and opening. Please help.

  Customer response

  05/23/2024

  filed a complaint with the Better Business Bureau yesterday, 22 May 2024. It was assigned the subject line complaint #. Mr. H**** (CEO of Brighton Pools) informed me that there were circumstances beyond his control that prevented them from contacting me sooner. Today, he called me personally and explained what happened yesterday. This call took place 10 hours after my inquiry, and in a timely manner. Unfortunately it was after I had already filed my complaint. He then sent people today to complete the job exactly as promised. As a former victim of a scam artist, I can conclude that my initial reaction was a pure knee-jerk. Not only did the business owner personally call me, but his employees assured me that if anything went wrong with the liner installation, all I had to do was call Mr. H****, and he would honor the warranty and immediately send someone to fix the issue. Please do not publish the complaint I posted as Mr. H**** has fulfilled his initial obligation.

  

  Business response

  05/28/2024

  On Wednesday evening I spoke to Mr. ******** to let him know the project was to be rescheduled and that I would let him know in the morning as to when. The next morning on Thursday, before filing a complaint, he didn’t give us even until 8:00 am from the evening before speaking to him to let him know what the project reschedule date was. Which was the same day! The liner was installed the same day and he is very happy.
  
  He states-  “I can conclude that my initial reaction was a pure knee-jerk. Not only did the business owner personally call me, but his employees assured me that if anything went wrong with the liner installation, all I had to do was call Mr. H****, and he would honor the warranty and immediately send someone to fix any issue. Please do not publish the complaint I posted as Mr. H**** has fulfilled his initial obligation.”

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Also, please see letter attached The specific issues encountered are detailed below by Brighton Pools by Gary H**** : Plaster: The plaster exhibits wavy and uneven surfaces with splotchy coloring throughout. Coping: Originally perfect, the coping faced issues when one brick proved to be too light in color. Subsequently, the grout was damaged by acid and cut out with a circular saw, leaving cut marks and chips throughout many of the coping bricks. Grout: Initially in perfect condition, the grout suffered damage from acid and was poorly replaced. The replacement is very rough and uneven, with many areas left unfilled on the underside during the sawing process. Concrete Patio: Several areas on the concrete patio were extremely rough and appeared discolored due to heavy broom marks. Gary's attempt to address this with a patch coating, promising improved aesthetics, proved ineffective. The materials company later confirmed an excessive water mix, resulting in a weak and undesirable powdery finish. Subsequent attempts at coating worsened the situation, with concrete coating spillage over the coping, subsequently damaged by acid wash, as detailed above. I find myself deeply dissatisfied with the overall outcome of the project, and despite efforts to rectify the situation, the subsequent attempts at correction have only exacerbated the issues. I kindly request your urgent attention to mediate this matter and ensure a satisfactory resolution. Your intervention is crucial in holding Brighton Pools accountable for the substandard workmanship and preventing similar issues for future clients. Thank you for your prompt attention to this matter. Sincerely, ***** ********

  Customer response

  02/05/2024

  Hello,

  Regarding some details on what I’m looking for is to have what was done corrected but since this pool company has already attempted 3 times and has only made things worse. I have not had any estimates for the corrected work. The patio finished needs to be grind down and resurfaced by a better product than what has been attempted 3 times.  As far as the grout and coping work. It was agreed upon at 1 point that Gary H**** would replace 18 coping bricks that were cut and chipped during the regrouting that was needed due to the acid wash used to clean the the concrete off the coping.  He has since refused to honor his words to this.  I can say the original coping and grout work was beautiful until damage so no sure why he won’t fix something his guys damaged. He was going to charge me $12,000 to apply the correct coating and he was willing to pay half. So I would prefer not to have the same incompetent sub-contractors back and would like to be reimbursed $12,000 to pay someone else to fix this mess. Please let me know if you have any further questions and I appreciate your involvement in this process.  Thank you!

   

  

  Business response

  02/09/2024

  Brighton is well known over 70 years for providing the finest quality in the industry as well as standing behind and correcting any warranty work. That is the case here as well. 
  

  
  

  The pictures the customer included are images from work that, of course, was not acceptable.  All was since addressed however there is still more to do. 

  
  

  The customer did not provide current images of the work that was corrected or of the completed project. 

  
  

  Attached are pictures of how the project now looks—

  
  

  
  

  
  

  Our team members take great pride in their work and know the importance of installing the highest quality. When we don’t live up to that, we stand behind our commitment to make things right. 

  
  

  
  

  Thank you,

  Brighton Pools®

  Gary W. H****

  

  Business response

  02/27/2024

  As customer satisfaction is our number one priority, Brighton Pools has and will always agree to satisfy any customer request in a fair and reasonable way.
  Thank you

  Customer response

  02/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree that ********** Pools should take the necessary steps to correct the problems that have been discussed should be completed at a satisfactory level or above.  This would include fixing the damaged coping and patio surfaces that has Al been discussed.  I do want to note that after the original communication from Gary that he was finished and would not return he did recently have one of his contracts call me schedule returning to fix the coping this Thursday but also offered me $4,000 to not have to return and finish the coping and patio.  I did not accept the $4,000. But I would consider accepting $7,500 and getting this repaired on my own since it appears he doesn’t want to make this right on his own.  I’m having another contractor coming out next to provide an estimate  to correct the poor workmanship that was done on the pool.
  
  Sincerely,
  
  ***** ********

  Customer response

  04/09/2024

  Last month, I was surprised to see Martine a contractor from Brighton Pools show up at my front door wanting to try to correct some of the coping bricks. We had agreed before that I wanted 12 to 18 of them replaced which I have an extra 30 sitting outback. I was surprised he had come back after last conversation with the owner Gary they said they were done. He mentioned he spoke to Gary over the phone and Gary had offered a $4000 not to return to my house. I told him I had not got the estimates for the patio re-surface And I told him I was promised previously to get the coping corrected. He said he would return the following week, but never did nor did I hear back from him at all. Not sure when he came back, but I just realized that this past weekend that some work had been done. He only replaced one or the 12 brick coping pieces and with that one brick, he cracked some of the edge of the concrete during the replacement. That is shown in one of the pictures circled and yellow. Martine appeared to have attempted to correct multiple others, but as you can see in the pictures, the gaps are huge between brick and brick and is very visible. I have attached the estimate for resurfacing the patio by a third party company.  The estimate is $6500. Part of the estimate is also for a secondary patio, which would be separate from this issue. The third-party company said they would have to remove the multiple codings in order to fix this correctly. The owner of the company was surprised how bad the workmanship was and seeing the existing rocks and siding with concrete splashed all over it. He also noticed my trees were dying at a 2 foot level and he guessed that it was a power washer that burned the trees. That is in fact what Brighton Pools contractors had done. I would like to get this settled without going to court. I will accept $6000 for the resurfacing and I will pay the rest. After having a conversation with the owner of the other company who had been to  court it ended up taking 50% of what was awarded from lawyer and court fees on both sides. Please work with Gary and his Company to come up with payment to get this issue resolved so we both can move forward. 
  

  Thank You!

  **** ******** 

  Customer response

  04/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  
  I don’t think Gary is reading and understanding the issues at all.  This is a typical response in email from Gary but when speaking to him on the phone it’s a totally different story.  I have been very transparent but I can’t say the same for Gary.  It was a month ago his contractor Martine offered me $4000 to be done with all work and for  no additional  work will be done. At this point this company has been trying to fix their mess for 2 years and every time they come out it just gets worse.  I have absolutely no faith in this company to correct the patio or be willing to correct and replace the 11 other coping bricks that were promised last time we spoke. The problem  area is more than just the 1 area you mentioned but at least 3 areas.  That one just happens to extremely bad.  I also don’t see any response regarding my last comments on the coping brick that were cut smaller and the new damage of the patio was done where the 1 brick was replaced either.
  

  I realize this is a money thing for you because you won’t fix it the right way.  I want this patio to look nice, not awesome or high dollar because it’s just plain concrete.  It needs to be satisfactory at the least.  You have attempted this resurfacing 3 times already and I think a concrete professional is needed.  I’m willing to drop reimbursement requested from $6000 to $5000 and come out of pocket for the different to have it done right. (The estimate I attached was very reasonable of all estimates with high recommendation for resurfacing at $6500.)
  

   Sincerely,

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

  

  Business response

  04/22/2024

  We interested in creating acceptable workmanship for this project not a cash settlement. In addition to refinishing the one section of concrete, we will take a look at the two other sections the customer has mentioned and make a determination while we are there if we will include them to be refinished. Thank you again for your assistance in this matter.

  Customer response

  04/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Gary and Brighton Pools can come out and try to fix the patio for the 4th time in 2 years but unless you plan on doing at least the 3 sections I do see it being acceptable.  With that said I have been on the patio a lot over the past week and have noticed a lot of white residue from the patio all over the da coping and feet which gets tracked in the house.  Similar but not as bad when the manufacturer came out and said too much water was used in the product.  Also, when the professional concrete company came out he stated you can’t keep putting on layers of bad materials and it needs to be ground do to original concrete. Will that be done on these 3 sections??  Will you be sending someone other than Martine to finish the work on the patio?  It has show he does not have the expertise to finish this patio using this resurfacing method.  I don’t see any reply from Gary regarding the short cut work done on the coping bricks??

  I don’t understand why he went from offering $4000 to not return to now retracting to no cash back.  
  

  Let’s start with allowing Gary’s guys to grind down the 3 biggest problem areas and do the resurfacing of the patio.  Those 3 sections must be ground down because it’s sitting higher than the pool and the other patio sections plus it very uneven.  You can feel it when you walk across it as well.

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

  

  Business response

  04/24/2024

  To put the matter behind us, we believe it's best for both parties to agree to a settlement of $4,000. If agreeable please let us know. Thank you.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We hired Brighton Pools to fix the liner of our pool, install copping, and resurface the concrete deck. We signed a contract in March and we’re told the work would be completed by summer. We paid according to the schedule so the entire work was paid in full (except the decking which had not yet been started) by May. The work was not “completed” on the liner until after July 4th. At which time the liner bubbled and slipped making the pool look terrible. Brighton pools owner Gary Hohne fought with us but eventually agreed to fix their work after pictures sent. At which time they decided a sump pump was necessary for underground water that Gary had told us in March wasn’t a problem. This change order cost us an additional 3500 to dig, and fill the new hole. The last week of august, Brighton pools finally showed to redo the liner that was not installed correctly. They came unannounced and emptied our pool. During this time (at the end of July), Gary wrote to say they were cancelling the contract for the concrete resurfacing and would refund the deposit. He also told us he would refund us for the stones that were charged to us but not used and taken back, some damage to our property, and the light which was never provided. Today we got a bill from him that talks about money we owe for deck repair and we will owe him money instead of him refunding us back for the $5k+ they owe us as a refund. They didn’t do any deck repair. The only concrete work they did was to fill holes they created as part of the liner install and sump pump install.

  

  Business response

  09/15/2023

  We are always happy to help homeowners with any problems with their pool. The agreed refund is in process as originally promised. After speaking with our customer today we are happy she is satisfied with the work now completed and look forward to installing her new pool cover in the Fall. Thank you.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contracted will Brighton Pools by Hohne to construct an outdoor pool and concrete patio at my residence. The work began as scheduled on June 20, 2022 and we were given a project timeline of 4 - 5 weeks. Many days or weeks would go by with no work being completed and no contact from our contractor, Gary H****. I would contact Mr. H**** and was given vague promises like "we'll be out sometime this week." Often those days would pass with no work completed and no explanation. The concrete patio was installed in early October. When the pool was inspected by Baltimore County, they said that the concrete was installed too high where the patio meets the deck stairs, creating an uneven riser. The concrete would need to be removed from that area and installed at a lower level to create a 6 inch drop. One of Brighton Pools' contractors showed up unannounced and removed the concrete area at the base of the deck steps. He said that he would be back after the inspection was complete to pour the concrete at the same level as before, which is in violation of county code. I said that this was unacceptable and shared my concerns with Mr. H****. Mr. H**** apologized for the suggestion made by his subcontractor and said that he would send out a gentleman named Martin to inspect the area and to instruct me on where to build a small retaining wall to keep runoff from collecting on the lowered step. I informed Mr. H**** that he would need to schedule a time for me to meet with Martin so that I could arrange to take off work to accommodate this meeting. Martin did visit the property once in mid-November to install the winter cover, but I was not at home because I was not given a date and/or time for his visit in advance, only told it would be "Wednesday or Thursday." I have contacted Mr. H**** multiple times since November to inquire about our options for completing the project. Mr. H**** has stopped responding to messages, so I would like your assistance in resolving this issue.

  

  Business response

  01/05/2023

  Business Response /* (1000, 5, 2022/12/21) */ Myself and my superintendent both have spoken to the customer regarding the step and suggested what he needed to do before we return to pour the step. As we said, we will as promised. We always appreciate our clients and the opportunity to help with anything they need. Thank you. Consumer Response /* (3000, 7, 2022/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had not been given instruction by Mr. H**** or his superintendent about how to prepare the site for the necessary concrete repair. I have been repeatedly requesting by phone call and email since October that Mr. H**** set up an appointment for me to meet with his superintendent for this purpose. That appointment was not created until I reached out to the BBB for assistance. The superintendent claims to have called twice in December to create an appointment, but I received no calls or messages. While I am willing to accept that as true, I don't understand how Mr. H**** did not reach out to facilitate that conversation, as he has never had any difficulty reaching me by phone or email before or since. I have now spoken to Mr. H**** and his superintendent and have an appointment set for January 14, 2023 to plan the concrete repair. I will consider the matter resolved when the repair is properly made, which will bring the project to a close. Thank you to the BBB for your assistance in addressing this problem.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Gary H**** failed to complete a pool and patio renovation on my property located at ******************* 21204 which I paid for in full up front per his requirement. He told me he'd finish the renovation at the end of the pool season and is refusing to do so unless I give him more money.

  

  Business response

  10/24/2022

  Business Response /* (1000, 6, 2022/10/04) */ Customer did not contract with our company to install cover anchors or close the pool. Please see attached contracts. Thank you. Consumer Response /* (3000, 8, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Gary verbally told me multiple times that the anchors would be installed at the end of the season. When he put together the proposal for the renovation, he was on site and noted the anchors as part of the existing patio to be upgraded. His quote was for a complete renovation of existing to be upgraded to new with payment required in full upfront. At no time did he specify that he'd be removing the anchors and not replacing them even when asked specifically upon their removal. He uses the small print of his lengthy contracts and his "word" to lure customers like myself with no Pool renovation experience into paying him large sums of money upfront and then demanding more and more money over the course of the renovation to replace required components that were already there and working when he come on site to create the quote. It's a sly and deceitful business practice that future customers should be aware of before giving him money or trusting his word.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contracted with Brighton Pools/******************************* to replace my pool liner. When the two new hires in training removed my old liner, they damaged/broke sections of the track that the liner goes into making it unusable and unrepairable. The contractor also removed a section of coping without my authorization, bending it and making it irreparable. The owner (*******************************) claimed no responsibility for the damage and wanted me to pay him $8,645.00 to replace the entire track with coping. I contracted to another company for the exact same product for $5,521.00. I would like to be reimbursed the $5,521.00 for the damage caused by Brighton pools/******************************* for negligence. Brighton Pools never inspected my pool for type/style or age. I informed ******************************* that I had a Foxx Pool in the very beginning. Being a Foxx pool dealer, Brighton Pools should have been aware of the type of track that Foxx pools use and taken the necessary steps to insure no damage to the track.

  

  Business response

  09/27/2022

  Complaint #******** - *****
  External
  Inbox
  
  **** Hohne
  2:34 PM (1 hour ago)
  to me
  
  Hi ******,
  
  I hope your are well!
  
  Below please find additional response to the complaint.
  
  This is the language as agreed with ************** in our contract:
  
  "Hohne is not responsible for seen or unforeseen pool structural, bond beam, tile, coping, plumbing or finish deterioration before or during the pools renovation. Any
  deterioration during the pools renovation or before it's renovation that was not seen or unforeseen and was not originally contracted for by this document will be estimated for its repair and pool owner will be quoted the extra charges to make the repairs."
  
  I can send you a copy of the signed contract if needed.
  
  There was no poor customer service, nor does he assert that there was.
  
  Thank you for your consideration.
  

  

  Business response

  09/27/2022

  The pool is 30 plus years old. The track was deteriorated and in need of replacement not included in our contract. The customer asked for the price to replace it, used our proposal for new coping as an insurance claim, then hired a different company to do the work. There will be no reimbursement as nothing was paid to Brighton Pools for the insurance claimed work. We appreciate our customers and will always do what is fair and right.

  Customer response

  09/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I personally have replaced the liner twice (as recently as 5 year ago) and have not damaged the track when done properly. To have this compaines two new hires literally rip the liner out the track is what caused the damage. I find them guilty and want to be compensated. Had they just lifted the lip of the liner out of the track, there would not have been any damage. This is still negligence on their part. Had this company inspected my pool to begin with, they would have known how to remove the liner without causing any damage. I am also not the only one to have issues with this company. Please read what others had to say about this company. see attached. The insurance company only paid half, I had to pay the other half. I am out of pocket as well as my insurance company who I plan to reimburse to get the claim off my record for an issue that was not my fault.
  See Attachment/File: yelp reviews 1

  

  Business response

  09/28/2022

  Business indicates Mediation
  See Attachment/File: Hohne indicates Mediation ***** complaint.pdf

• Initial Complaint

  07/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 2/10/22, we told Mr. H**** that we had a leak in our pool, that we needed fixed and the pool remodel. He advised to pressure test. He advised the intakes on the bottom could be eliminated, and we told him that would take away from the flow to the pump. We discussed it must be tested first and that our renovation would start in April. We told him we need a solution for our leak and then we could remodel. On 2/18/22, I signed a contract with Hohne Pools to remodel and fix our leaking pool. We paid a deposit of $17,320.00. On 2/21/22, a subcontractor came out to pressure test but could not (he was not sure how) because it was winterized and covered. On 3/19/22, we were surprised by Mr. H****s subcontractor who showed up unexpectedly and sandblasted (which was optional on the contract, but we were given no option), they removed tile and removed the spa wall. We called Mr. H***** who said he thought he sent us the schedule which he then sent us. We asked about the pressure testing and the schedule showed 3/20/22 was scheduled. In the email, he advised that we owed him the remaining balance of the contract of $35,330.00. On 3/20/22, no one showed to pressure test as the schedule indicated. We were told it would be 3/24/22. On 3/24/22, nobody showed to pressure test On 3/25/22, nobody showed to pressure test as indicated in an email. On 3/27/22 I asked him to stop work as they were scheduled to continue to remodel the pool on 3/30/22 and they still had not tested. They had removed all the water in the pool so how could he even test it. I believe they intended to cover the intakes without the proper water flow returning to the pump and we would have been stuck. On 3/29/22 We told him we had lost faith in his ability to solve our leaking issue and to refund us our deposit which he said it was not refundable. His subcontractor spent only one 6 hour day on our job so he needs to refund us at least $15,000. Wish we had more characters remaining to explain.

  

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/07/25) */ The project was scheduled as contracted including sandblasting and tile and spa wall removal. Payment terms as agreed include on-time payments. The water in the pool must be removed to pressure test the bottom main drain, as it needs to be plugged to perform testing. We have built, renovated and serviced more than 26,000 pools and spas over our 69 year history. We know exactly what we are doing. All past due balances must be paid for us to continue our work as agreed in our contract. Thank you. Consumer Response /* (3000, 7, 2022/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are not continuing with this contractor, and he will not be doing any further work for us. He needs to return our deposit less the 6 hours his subcontractor did work. It is unethical for him to keep a deposit in which he did not do the work. Business Response /* (4000, 10, 2022/08/01) */ As a Better Business Bureau Torch Award winner for businesses exhibiting ethics in the marketplace and exemplary dedication to advancing trust between businesses and consumers we expect our customers to conduct themselves the same. Unfortunately, not all do. We are always happy to help pool owners with any issue they may have however, values like honestly and fairness must be upheld. We hope the consumer will realize this. We are happy to help them should they conduct themselves in this manner.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In February my husband signed a contract with Hohne pools for a renovation. On March 2nd,2022 my husband passed away unexpectedly of natural causes. I decided to sign an opening, closing and maintenance contract with Hohne as my husband was the caretaker of the pool. I paid Hohne $4519.00 for this service and I thought it would be easiest to use the company that was doing the renovations as they would have the timeline available. The technician on the contract assigned to me was Martin The pool was filled on May 31st. I texted Gary that day as well as the next to set up the opening of the pool with no response. On Monday June 1 Gary sent someone out who started the pump but did not program it properly so the pump turned off that night. I texted Gary- no response. June 3rd two very nice ladies show up and start to put chemicals in a pool whose pump is not running. I luckily I stopped them in time but they had no idea how to start the pump. They called someone and got it manually started but again did not program it, thus that night the pump went off. I called Gary and he stated that he would send a tech out the next day June 6th. No one showed up on the 6th - I texted Gary no response. Texted him the morning of the 7th, no response. On June 14th I still had not heard from Gary or had a technician arrive. Luckily with google I was able to figure out how to get the pump running manually until I could figure out how to program it. I have been brushing the new plaster 3 times a day but knew the pump needed to be running to filter through the plaster dust or my $35,000 renovation I paid Hohne pools would be ruined. I called Gary on June 14th asking for my money back and have not gotten a response. I would like Hohne pools to refund the amount of the contract as they have not held up their side of the deal.

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/21) */ On Thursday, April 28 I informed Mrs. ****** we would begin her pool weekly service when the pool was full. As Mrs. ****** states the pool was full Tuesday, May 31 And we were there the next day Wednesday, June 1 as promised. Mrs. ****** pool pump was pre-programmed from last season by others to not run at night, as many pool owners choose to do. On Thursday, June 2nd I spoke to Mrs. ****** to let her know we would take a look at the pump. As Mrs. states on Friday, June 3rd our technicians came again to service the pool. As Mrs. ****** states she stopped them from doing the service. There was no reason to stop them from doing the service. In the next scheduled service week on Tuesday, June 14th Mrs. ****** canceled the remaining maintenance schedule with our company. In no way would any of the work we performed to renovate or maintain Mrs. ******'s pool would be ruined. Consumer Response /* (3000, 7, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Gary's dates are incorrect and the entire first paragraph of his response is untrue. Setting the opening procedures aside my weekly maintenance contract states: Perfect and Brilliant Pool Weekly Maintenance Water testing for pH, salinity and chlorine levels Water balance for total alkalinity, pH, calcium hardness and stabilizer Add shock, algae inhibitor, stain & scale control, chlorine or salt Brush walls, floor, benches and all interior surfaces Waterline and coping cleaning Empty filter, feature and spa pump strainer baskets Empty through-wall skimmer baskets Backwash, clean media or filter elements Perform complete system check and flow-valve adjustments Advise customer of any issues I'm did not stop the ladies from servicing. I stopped them from adding chemicals as the pump was not running. They called someone who walked them through starting the pump and they completed their services . They obviously could not perform a complete system check as the had no idea how to start the pump. They did not backwash either. They arrived 6 days after the pool was full water, the pump was running 24/7 prior to Horne turning it off for renovations. No one programmed it to go off. If it was programmed to go off it would have come back on. I discussed this with Gary and he stated a tech would come the next day. Did not hear from Gary and no one to came my home till a week later. Please read my initial complaint and his response. A newly plastered pool needs to have the pump running. I signed a contract for Gary to take care of this. He did not. Consumer Response /* (3000, 10, 2022/06/22) */ I would like to cancel the contract with Brighton Pools by H****. I do not trust them to service my pool efficiently. I do not trust them on my property. I would like to cancel the contract and be refunded my $4519 that I paid to them Business Response /* (4000, 12, 2022/06/28) */ We are happy to assign a supervisory technician to your Pool Maintenance schedule for the remainder of the season. We truly want you to be happy with our services and appreciate your business. We place a high priority on customer service and our professional maintenance care services. Thank you. BRIGHTON POOLS Exceptional Service, Perfect Craftsmanship(r) Gary W. H**** Consumer Response /* (4200, 14, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not trust Brighton pools by Hohn to send a supervisory technician. I do not trust any statement made by this company . I would like to be refunded my $4519.00 as the company did not perform the duties the contract stated. Consumer Response /* (3000, 17, 2022/06/29) */ As I have stated in prior comments I do not trust Brighton pools by H**** to service my pool or to be on my property. I would like to cancel the contract and be refunded $4519.00 Business Response /* (4000, 19, 2022/06/30) */ We are happy to cancel your order and refund your payment made. Thank you. BRIGHTON POOLS Exceptional Service, Perfect Craftsmanship Consumer Response /* (2000, 21, 2022/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please let me know how you will refund my funds.

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