Complaints

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had an inground pool installed and completion was November 2021. Once the pool was started, we had several people tell us that the pool was too high (above the ground beside our pole barn). The people advising us of this work with this kind of thing a lot, meaning grading, etc. I said to the pool company SEVERAL times that it is too high, they kept say no, no, no it isn't. It wasn't until like the 10th time I said it was too high and insisted they remeasure it that they admitted it was too high. Because it was too high, we had to have the company that put in out pole barn come back out and cut the entire bottom of our pole barn and raise the side door so we wouldn't have a liability with 2 steps down to the door to get into the pole barn. The pool company did pay for that. We told them from the beginning we wanted it even with our pole barn but so no water would get into the pole barn. Still all along my husband stressed to them that he was worried about water getting into the pole barn, they assured us the way it was done would be fine. We have 10 inches of concrete in areas that shouldn't be. Also, water gets into the pole barn with just about every rain and now has cause mold to grow along the bottom of the pole barn. We also have coping that is awful, however they did take that cost off but wasn't willing to replace it as we did say that we may have someone else come and take a look at it. Oh, and the company was sold after we signed our contract, and we were not notified. Also, they didn't honor the entire contract. We were never show how to use our system and show us how to close it up and show us how to open it up (we didn't contact them to open it because the way things were left). I could go on, but I am running out of space. Oh, and now we have a leak on our pump. I have pictures I just have to download them.

  Business response

  12/13/2022

  Business Response /* (1000, 17, 2022/10/21) */ Fwd: Message from BBB.org Inbox Inquiries and Complaints Thu, Oct 20, 10:50 AM (1 day ago) to me Forwarded message From: <*******@bbb.org> Date: Thu, Oct 20, 2022 at 10:42 AM Subject: Message from BBB.org To: <****@greatermd.bbb.org> On behalf of Masten Pools, Inc. Case #36194350 Trena ******** received a credit on her account in the amount of $7,780.80 on her final bill which she still stiffed us $600 on. In the agreement made she would not harass us any further. This is a shake down and she is in breach of our agreement. Sent from Sean ****** (**********@gmail.com) Consumer Response /* (3000, 19, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The agreement for the money off was for the adjustments that had to be made for cutting the pole barn and moving the door up due to the extensive amount of concrete that had to be used due to their miscalculation (that we had to pay for at no fault of our own) and the coping refund, which I stated in my original statement. I didn't deny they gave us that money back. We also got money back because they tried to say they had to dig deeper then they really did before hitting water in our deep end of the pool. We knew how deep they dug because the person digging the pool told me how far they had to dig because I was home at the time of the dig. We also had to order another gate for our fence because the concrete company was asked to put a 5ft piece of concrete leading to our back porch and and they only put a 4ft piece. The response from the pool company was that because "it looked good" they wouldn't do anything about it. We didn't get what was requested regardless of how the company "thought" it looked. So the only money that was "given" back was for the adjustments to pole barn and coping. The other money was due to them trying to say it was deeper then it really was. The $600 that wasn't given was because they were not going to honor the contract and open our pool this year and that is what they had told us the going rate was to open a inground pool. It is not our fault when we signed the contract it wasn't started when it was to be started and caused it to go after the date on the contract for the pool to be opened. All delays were either suppliers, concrete installer or the company itself, not us. The agreement was based on the work that was done poorly and falsely. There was no agreement stating we would accept water getting into out pole barn in the future as this was our biggest concern and it was stated to them multiple times by myself and my husband. We were assured that with what they had done no water would get in. We only want the problem corrected by a contractor that knows what they are doing, we not trying to get anything over on anyone. When I made my payments they were always on time and more then the contract called for accept for the final payment. My final payment was late because they said they sent me an email for it but I never got an email, it was when they called me very rude and accusing saying nasty things attacking our creditability on paying our bills and said the agreement was no longer on the table and they expected all the money in full. What company would only send an email for payment and not do a follow up USPS mailing of a bill to ensure it was received, especially in this case?

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