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ComplaintsforThe Pool Pros of West Michigan
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Complaint Details
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Initial Complaint
10/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Business owner broke HIS contract. He quit stating he is unable to complete job that he signed under contract saying he would be able to. Ryan started this project in September, though he promised he would begin in April. He left in the middle of the project and now we have to hire someone to complete the pool and fix all of the damage he has created. We were told by business owner that he is unable to create a smooth/even bottom for a pool. Every other pool contractor we spoke with informed us that the bottom must be smooth so the liner does not rip or crinkle. Our pool has been left in unusable/deplorable condition and will need additional repair. He took on a job that he was unaware of how to do. He blamed part of this on his partner quitting, but he still attempted to do the project. Ryan stated that he could not finish the job to our satisfaction. He was comfortable with the work done by his team and said his workers did a fine job, but could not do what was being asked.Business response
10/22/2021
The homeowner broke the contract when the liner for their pool was ordered and there was no payment made. We did start the job in April but there was a water table issue and the homeowner decided to wait to see if it would dry out instead of hiring dewatering in the spring. They also wanted to wait to see if it would be dried up in the fall when we went back in May. As far as the complaint about the bottom, we clearly stated that if any of the old pool bottom was in good shape we would leave it and trowel around those areas. They then complained that the bottom was uneven when we clearly just based it off of what was already existing in the pool. They had un realistic expectations of what they wanted for the contracted job. If they wanted the entire bottom ripped out and re-done, we could have done that if that was what they wanted. Instead they just waited until almost completition and then stated that that is what they wanted. When we could not agree about the items stated, I told her that we would be done here and I returned the deposit that she made. So she did not pay any money for the work done or the liner that was already ordered. I felt that even if I did what they wanted I would still not get paid fully for the job so I decided that it was in my interest to refund her the entire deposit she made and have her find another contractor. I feel like that was the best solution for both parties involved.Customer response
10/31/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not break the contract, the owner did. I have this signed and recorded. He quit without finishing the job. The money for the liner was to be paid after the bottom of the pool was complete, which was never finished. Contract states this. He said he could do this job; however, his team is inexperienced and incapable of doing what they promised under contract they would. He returned money after realizing he was in over his head. He blamed his partner quitting and only having one team. I did not ask too much, per 5 other pool contractors. Several businesses stated I did not need the entire bottom ripped out to have a smooth/even surface. His words are simply incorrect. I was never asked for money that I did not pay, nor did I break his contract. He quit. He left my pool in deplorable condition and it still needs to be fixed. He wasted an entire year and kept our money for over 6 months without interest returned. His team is also on video saying extremely inappropriate and degrading things...his business should be held responsible for all of the damage caused.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.