ComplaintsforIsland Pools and Spas, LLC

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early July, I hired Island Pools to clean out and open the pool at my mom's home so we could get the house ready for sale. Two days after working on the pool, and the day I paid them for their work, the coping cracked and the 5 yr. old liner ripped due to the weight of the water. I called Jake D., the owner, who came out to look. He assured me that they would take care of it, that he had never seen this happen before and would work with me on rectifying the issue so that I could get the house sold (I was moving my 83 year old mother to senior facility). Jake kept telling me he was looking for a company to fix the coping and would take care of it but after two months, he stopped answering my texts or phone calls. I brought in another pool company who told me that they should have put a track around the pool to secure the liner. I'm having to pay three times as much to replace the liner, install tracking and fill the pool with water.

  Business response

  02/10/2022

  Business Response /* (1000, 12, 2021/12/07) */ *** ******* Hired Island Pools and Spas LLC for a clean out on a inground liner pool that had sat for 2+ years with in uncovered and water level very low. So the liner had shrank. After quoting for the work we came out completed everything we were hired to do. we left and Kim paid us for our services. upon refill the liner ripped off the coping and all return lines. She called me and we came out to see what we could do about it, we do not do coping repair on pools and informed Kim we do not do that type of work but I would call around to find someone to do the repair. I called 8+ companies to help me get Kim's pool ready in order to sell but either the company didn't do the work or did the work but didn't service the area. We are not responsible for the problems that happened after we completed what we were hired to do. I have pictures and saved messages/emails. Both ********* ******* and her husband **** ******* said in person we completed the work we were hired to do. We also don't request payment until work is completed and customer is satisfied, and she paid. Consumer Response /* (3000, 14, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I made one phone call and found a pool company to assist with fixing the mess. It happened to be the company that installed the liner. I'm told the liner was fine and had not shrunk. I was told by that company that Island Pools should have put tracking along the liner under the coping. Had that been done, the problem could have been prevented. I paid in good faith, even though Island Pools had not yet returned to apply chemicals. After the coping crack and the liner torn, I was told they would make good and not leave me hanging. At no time did they tell me, we can't do this and you should find someone else. That would have been the decent thing to do. I wasted two months, which delayed being able to put the house on the market. I was told they were trying to find someone but after a while they stopped returning or taking my calls found someone myself. Business Response /* (4000, 16, 2021/12/09) */ I don't understand the argument here, you hired us to clean the pool out and that's what we did. I told you I was having problems finding a company to fix the problems that rose after our job was completed, and to look into finding paper work for the pool to see what previous company did the work. It appears you did that and had better luck than I had. Consumer Response /* (4200, 18, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I hired you to clean the pool out, fill it with water and get it up and running. The liner ripped after you filled it with water and before you finished the job of putting chemicals in. You indicated to me you'd "not leave me hanging" yet, you ghosted me completely and stopped taking my calls or responding to texts. Not a good example of customer service. Yes, you asked me to find paperwork on the pool. I did not. It was by chance that the first company I called remembered putting in the liner. When their guy looked at the condition of the pool, they said "Island Pools didn't do you any favors." They said you should have known to put a track around the pool to secure the liner which would have prevented what occurred.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩