ComplaintsforHome Pro

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/8/23 we made a trip to the HomePro office to meet with **** face-to-face. At this time, we expressed concerns regarding previous pool installs with other companies and that it made us a bit "gun shy". We were assured that it would not be our experience. A contract was drawn up and negotiated and signed. At that time, we put down 50% of the total. Pool was delivered, HOURS later than expected and with no communication. Again, check was written for the next installment. On 4/17/24, received a phone call for next installment. Per contract, that check would be written when crew and equipment were onsite. Neither were the case. During the conversation with **** and ******, we were told that the crew would be onsite FIRST thing in the morning for a full day install. 4/18/24 was pool set day. We had everything in place and ready. Electrician and crane with operator were onsite, and the water truck was on standby. Crew arrived around 11:00am, with no communication, and left before 5pm. Parts were missing and had to be overnighted. Concrete was scheduled for Monday, had to be rescheduled. **** stated they would be back on 4/22 to finish. Received phone call on 4/22, around 9am, that installers would not be back onsite. Electrician and water truck had both been set up for that day. 4/23 ****** and one guy showed up to finish. Arrived around 11am. ****** called ******* early evening and stated that he was done and needed a check. We stated that we would not be sending a check until we heard from ****. *** then called to try to "fix" the situation. Kept saying "per the contract". **** called. He just wanted us to be happy that in 2 days we had a pool. The lack of professionalism, the manner in which we were spoken to and how we have been treated, as the customer, is appalling. Our pool is almost 2 inches unlevel, has not been backfilled. ******'s suggestion is to tile around the edge. This is unacceptable. **** is aware and has yet to reach out to provide a solution.

  Business response

  04/24/2024

  We have attempted to reach out to the client to set up an appointment to address concerns. The client has yet to respond and confirm

  Customer response

  04/25/2024

  Complaint: 21619189
  
  I am rejecting this response because:
  

  This is FALSE.  
  
  
  Sincerely,
  
  ***************************

  Business response

  04/30/2024

  Our team made a trip to visit the jobsite and we have scheduled actions to remedy any issues

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Home Pro to pour a new patio. Communication is horrible and all they do is make excuses. Job started out, they dumping gravel with no notice. Workers showed up unannounced, while my wife was in the shower. Tore our yard and fence up. Showed up again at 7:20 at night, unannounced, I have 3 dogs and this could have been a bad situation. Called the owner 5 times, no call back. 3 weeks later, a supervisor showed up and said this would be fixed. Crew showed up to move dirt, but guess what no dirt. They came highly recommended, but this has been a horrible experience. I’m tired of the excuses, want my yard and fence fixed. I would give them -10 stars.

  Business response

  07/28/2023

  I have spoken with Mr. *********. The job should be all wrapped up and Mr. ********* satisfied as of today. I will follow up to see that everything is buttoned up. **** ****** * *****

  Customer response

  07/28/2023

  Complaint: ********
  
  I am rejecting this response because:
  Job is not complete yet. **** did call and listen to my complaints. Want my wife to be happy.
  
  
  Sincerely,
  
  ***** *********

  Business response

  08/02/2023

  We have made contact with the customer and service work is sch'd - 

  Customer response

  08/02/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  My wife was called today, supposed to send a lawn guy tomorrow. Our yard is a mess, patio still has patches to fix and the siding is covered in a film
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into an agreement with HomePro to install a pool and complete some related landscaping for the price of $101,830.00. I paid 50% when the pool was delivered, 40% when it was dropped in the hole, and the remaining 10% was due upon completion. They never completed the project. Not one piece of equipment installed by them is working properly, and they refuse to honor any warranty unless I pay them the remaining 10%. ($10,183) which includes a number of items I was charged for and never received. Additionally, I paid a landscaper (****** ** *********** ********) $12,000 to complete the repairs to the landscaping that I was charged for by HomePro. They also knocked several very large holes in the fiberglass pool while moving it, and refused to discount the price of the pool. They also cut a bunch of wiring that was unrelated to the pool project, that I specifically ask them not to and I have yet to find an electrician who can sort that out. I sent them an invoice for $10008.00 which is far less than the actual cost I have incurred to complete the work they didn’t and repair the things they damaged or destroyed. I want them to credit my account for the remaining 10% and honor my warranties. I feel like they have tried to take advantage of me because I am elderly and disabled.

  Business response

  07/17/2023

  We definitely want to take care of *** although we feel that we should be entitled to a conversation with her to take care of us as well. A conversation with *** needs to happen for us to move forward. The mentioning of this conversation has triggered this response. It's our hope that we can continue to move forward with ***. We will reach out to her again to set up a time to walk through the balance and any issues she may have with her Auto Cover. Sincerely, **** ******

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid this company to close my pool and reopen it. They charged me $350 for each, when pool was closed, there were no chemicals added and when I paid them to open it, the pool looked like a pond. Their worker only removed the cover put some chlorine tabs in and started the pump and left. I'm having to pay someone else to actually get the pool in running order after paying this company $350 to do the job.

  Business response

  05/03/2022

  ***** hired us to open his pool last year, and again this year. Pool openings at Home Pro cost $350. This includes a mobile crew, "two men" to arrive at ******* home at a specific time, remove the safety cover, install plugs in the filter and pump, install salt cell, remove gizmo and plugs from pool returns, pour $100 of chemicals in the pool and brush the walls. Cleaning the pool requires another trip and it's an additional charge. ***** is the General Manager of Fletcher Hyundai in Joplin. He knows exactly the real cost of a negative post and the damage it can do to a family business. Not sure if he was having a bad day? It's my hope that he'll remove all of his negative posts across social media ASAP. Our 11,000 plus clients in 40 years in the community know how hard this family works to protect the Home Pro brand and meet and exceed customer expectations. Clearly we fell short in ******* eyes. But this is no reason to slam us in a social media blitz. Sincerely, **** ** ******

  Customer response

  05/03/2022

  Complaint: ********
  
  I am rejecting this response because:  Home Pro accomplished nothing with their response, saying they put hundreds of dollars in chemicals in the pool is false, the guy that came there even said he was about out of the chemicals to put in it, saying they brushed the walls is false as well, you couldn't even see the walls; the water was black!  To say I was having a bad day is a joke, his company made the day bad by leaving my pool cover laying out and just leaving.  Where I work and what I do for a living has no bearing on my complaint with Home Pro and the way this transaction transpired but I know how to reach out to upset customers in an attempt to get their issues resolved which obviously the owner of Home Pro does not.  
  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started this pool build back in Oct 20 and the work has not ceased. I have spent a lot of my own cash to finish many of the items so the pool would be able to be utilized this summer. Here is the main issue. When they excavated the hole they dug it way too deep and they set the hot tub and tanning ledge that are attached to the end of our fiberglass pool on about 2 1/2 ft of unpacked 1/2 inch base rock. The hole was to only be dug 4 inches below all surfaces on the bottom, The tanning ledge and hot tub sound hollow underneath and the bottom is wavy in several spots. It was not like this at first, it just progressively gets worse as time goes by and my fear is the structure is going to be compromised. I have brought this to Home Pro's attention several times, through telephone calls, e-mails, text messages, and face to face. I am not new to this tactic, this problem is not just going to disappear. BBB is our first non legal means to influence Home Pro to do the right thing.

  Business response

  09/07/2021

  We have addressed every issue that he has called with concerns on with the exception of some settling underneath the hot tub. It was my understanding that we were going to do that after he was ready to close the pool?  We just got a new concern yesterday on the pump making some noise. That was in the last 24 hours and that has not been scheduled yet. 

  Customer response

  09/08/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  No has reached out to me stating that this issue will be resolved in any way. I was there when the hole was dug and now that I have the build sheet from the pool manufacturer I know that it is over excavated. There was a 2 foot space in between the bottom of the tanning ledge and the ground. The worker slung gravel under it and had no way of packing it down. The settling you speak of is the bottom of the pool flexing down due to water weight. Next comes stress cracks and then those form into large cracks that create leaks.  It warns you over and over in the build sheet about this. 
  I want someone to come see and feel what I feel and come with a plan on how this can be rectified. Consider the pool closed and swimming season is over. 
  
  Sincerely,
  
  ******* *****

  Customer response

  09/17/2021

  The owner of Home Pro that installed my swimming pool says that he will be at my house at 4 o’clock on Saturday. I have my doubts that he will show up and even if he does I don’t believe he’s ready to do what Hass to be done to rectify the problem. So I will let you know More as I know it. Thank you for following up

  Customer response

  09/23/2021

  He surprised me and actually showed up. Luckily for us we had pictures to prove our position. He stated that he is going to go after his sub contractor for the money to fix the issue. We do have a plan in place and he is supposed to get started around mid November. I am ok with updating my complaint to the fact that a plan is in place and Home Pro has committed to rectifying my pool issues. 

  Thanks for your help with this ****. 

  Customer response

  10/25/2021

  Sad to say but we are now in legal proceedings with Home Pro. All of their recommendations for repair on my fiberglass pool void my structural warranty through Latham pool manufacturer. This does not seem to phase them because they are out to do quick fixes that if they go wrong fall back on the consumer only.  I want this complaint to be updated to reflect this and I will supply any evidence needed to back up my position if needed. 

*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. ↩