ComplaintsforVaughan Pools & Spas

• Initial Complaint

  07/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a pool in April of 2022 and was told it would be installed Mid March. Mid March came and went we heard nothing from them. We called and they said they would call two weeks before they came out. Two weeks went by and still noting. We called again at the first of July and ***** said we were third on the list. A week went by and heard nothing. We called once again and ***** said the excavator team would give us a call the following week. Once again nothing, We called back and ***** said we will get a call the following week. Still no call came. The 12th of July the pool installers came out and could not do anything till the excavator team came out, they left the pool parts in the yard and said the would be back the day after the excavator team came. The excavator team came on the 15th of July and was done in a couple hours. We called ***** and she said they will be there on the 19th or 20th to install the pool. The end of the day on the 20th we called once again and ***** said it would be next week once again. The office is very very poorly managed and they neve called us to let us know what was going on. We always had to call them and always received the same answer "Some time next week". Here it is the end of July and still no pool that was contracted in April. What a lost summer because of their POOR management.

  Business response

  08/05/2022

  ***** ******* came into our store on April 6th, 2022 and purchased and signed a contract for a 18'x33' above ground pool.  At the time of purchase, **** (******** sales associate) explained to **** ******* that we would install the pool weather pending at the end of June, beginning of July.  June arrived and we had continuous rain, so therefor all of our June jobs were pushed out a couple weeks.  **** ******* was notified and understood that the situation was out of our hands.

  **** ******* was notified that our building crew would be there to install the pool on Wednesday, July 13th.  Upon arrival they determined that the previous pool was smaller and that the site needed to be prepped by an excavator, and so the crew left the pool supplies at the site and immediately informed the office to schedule our contractor to go excavate the area.  The office contacted the excavator and set up excavation for the 15th of July and they then contacted **** ******* and informed her of the excavation date.  Our crew scheduled the new install date for Tuesday, July19th.  On Tuesday the 19th of July, **** from Vaughn Pools, contacted **** ******* and informed her that one of our building crew members had been taken to the hospital from a job site and that at that time we would not be able to come install because we were short handed and that they need several crew members to install their pool since it was a larger pool.  Our office informed **** ******* that we would keep in contact with her and keep her informed and try to install the next day if we had all of our crew members.  On Wednesday, July 20th, **** from ****** contacted **** ******* and informed them that they now had two building crew members out sick and that they both had COVID.  **** ******* was understanding but she did inform us that her husband would be calling us on Thursday to let us know how unhappy he would be about everything.  We apologized for the inconvenience and reassured her that we would install their pool as soon as we had a complete building crew.  Thursday came and we did not receive any call from *** *******.

  We became fully staffed on Tuesday, July 26th, and immediately went out to install her pool that day.  We request that one of the homeowners be on site the day of installation due to placement of the pool and wanted the pool equipment placed.  Our crew continued to install the pool in the area **** ******* requested.  During the install the homeowner was out frequently talking to the crew members and asking questions, and not once did she voice any of her concerns to our crew.

  Pool install went great and **** ******* was notified by the field supervisor that they would be back the following morning to install the bottom of the pool.  She was satisfied with the work that was done that day and told the crew she would see them the following day.

  Not even two hours after the crew had left we received a phone call from **** ******* stating how she was not satisfied with the placement of the pool.

  Our office crew handled it professionally and told her that we would have our supervisor from our install crew contact her in regards to the install of her pool as she was there all day with our crew and neglected to address any issues she had while we were there.  Our field supervisor contacted **** ******* within twenty minutes of her call to the store.  While he was on the phone with **** *******, *** ******* was in the background of the phone call cursing and yelling that this looks like something "*****" would build.  Our supervisor tried to address the issues and resolve them.  There was no resolution on *** *******'s behalf, so we agreed to take the pool down the following day and refund them their money back.  Upon the arrival on Wednesday, July 27th, to remove the pool, while **** ******* was present she informed our crew, that she was very sorry about her husband's actions towards our crew.  Our crew handled it to the best of their ability and continued to take the pool down.  **** ******* came in to our store the same day to receive her check for her refund.  Nothing was mentioned per **** ******* about how she was unhappy with this situation.

  This pool install was handled by the Vaughn crew very professionally and none different the rest.

   

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called vaughan pool and spa about our spa not working. I told them when we filled it out it leaked all the water out. We had a nice young man come and look at the spa and said the pipe was busted that was the problem. He had to order the pipe. A few weeks later they came back and replaced the pipe and another busted so they had to go back and order another. (I am not sure if the pipe was already busted, or they busted it replacing the other). They came back again April 27 and replaced the other pipe and glued it. I filled it up that night and we could hear it still leaking out. I contacted the company and he wasnt sure if they would allow him to come back and look at it. He came back on 5/24 and said he could not see it leaking anywhere and filled it back up. ONCE again it all leaked out. I got a bill in the mail for $580.94. They said they spent 4 hours working on the spa, when they ONLY replaced 2 pipes and glued it. The issue still isnt fixed, and at this point I dont think the pipes were EVER the issue. They NEVER called before they came, just showed up at my house (which would have been fine but I couldnt show or explain to them what was happening). They also never put the panels or anything back together on my hottub. (see attached pictures). I feel like they are trying to scam me as they NEVER fixed anything and we are still having the same issue as we were having in March.....

  Business response

  07/12/2022

  The above referenced complaint has been resolved with the customer.

   

  Thank you.

   

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

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