ComplaintsforPleasure Pools

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Pleasure pools, now Neosho pools and spa, ( they merged) to changed the depth of our pool, off the back wall, add the acapulco deck and run the necessary lines to a new pool system. Fix the broken lights and in general refurbish the pool. Within the first year the plaster started cracking and soon there were cracks everywhere, The plaster was popping off and we called. *** *** ******* came out and said they would buff it out it was not a big deal. They tried. I thought that I was scheduled for a re plaster job in April. They sent their crew here to close the pool. They put the antifreeze in the skimmers and put all the plugs in put the cover on. Pool closed for the season. I called in April, No, They did not have me on the schedule and could in fact not open my pool until May. They opened my pool, we talked about the plaster again. I wanted to wait to replaster it until fall as I would lose a whole summer of swimming. They wanted to replaster in June or sometime in July. About a week after the pool was opened, I realized that I could not keep water in the pool. They sent every person, about once a week and they would tell me this or that. ****** finally came out with scuba gear and determined it was all the returns that had broken and were leaking. At his suggestion, I plugged the returns and used the acapulco fountains as my only return,. It was still leaking water. I had a 1400.00 water bill. About July 11th, I just stopped putting water in it. They kept looking for leaks. No solution. I called *** over and over. Multiple messages to Jeremey. Nothing. I called several pool companies and the result of their inspection. All lines were broken. The lines under the acapulco deck were never put in right. And that is where the truth starts coming out. I am out of words but. Everything from the plaster to the deck all lines and everything is being replaced now. A different pool company obviously,. I asked them for insurance.l

  

  Business response

  08/30/2023

  Pleasure Pools has endeavored to please every customer with the best product and workmanship possible.  We strive to address any problems that arise in a timely manner.  As per the customer's request, we had this project on the schedule for the Fall of 2023. In the Spring of 2023, when we opened the pool, it was determined that the pool had developed a leak, over the winter. The customer then wanted to move the repair up on our schedule, however we were unable to make that happen.  Bob received an email from the customer on August 15, 2023, however before Pleasure Pools was able to address her issues, we were notified that the client had another pool company to begin demo.  At that point we were not able to address the issues.  Pleasure Pools has been in business since 2006, and in 17 years we have done the best we could to please each of the 700 + clients.  It is with our regret that we could not complete this project to 100% customer satisfaction. 

  Customer response

  08/31/2023

  Complaint: ********
  
  I am rejecting this response because: I have asked them to turn it over to their liability insurance and they have not.  They say their insurance does not cover it, if they don't do the work.  I would like to speak with their insurance and file a claim. 
  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Pleasure Pools out of Seneca, MO to build an inground swimming pool at my house. Since completion tile has been falling off all over the pool. The backing where the tool sticks too was not done right. I’ve been trying to get resolution to this with the company, but they hav duet to fix lthe issue. I’ve paid them $80K for this pool and got poor workmanship and quality. Beyond this my heater still does not work and I’m not happy. Please help or I will seek a lawyer as I DO NOT intend to let this go. There’s grout stuck for be tiles and the holes in the plaster where the tile goes. I want the tile work completely redone. I want the cover I purchased for the pool and I want the heater fixed.

  

  Business response

  06/22/2022

  To Whom it May Concern,

  Thank you for bringing this to our attention.  In response to Mr. ****'s tile issues, we had a tile repairman out last fall to do some repairs, however we have been notified, by Mr. ****, that there are more tiles either damaged or coming off from freezing temps or another issue.  I have emailed Mr. **** to let him know that we had a work order prepared, and a job set up for him on our repair board.  I apologized for the length in time it has taken us to get caught up and get back to his project.  We have it scheduled for next week.  Our tile crew should be able to get the tile issues resolved at that time. 

  Regarding his heater, our technician has been out to make sure it is set up and working.  The first time Mr. **** did not have the gas running to it, that has now been resolved and our Tech was out to his residence on April 11, and the unit was functioning correctly.  We were notified by Mr. **** that his heater was not functioning properly and our Technician went out again May 31, and again the heater was in working order.  Our tech explained to Mr. **** that his pool and spa share the same filter and share the same heater.  He may either heat the spa or the pool, but one at at time, however when our tech was there,  again the heater was in working order.  We are not charging service calls for these extra trips to confirm the heater is working.  Our tech spoke with Mr. **** June 22, explaining that his heater has three options for operation, he had chosen the phone as his operation system, so he needs to turn it on from his phone and not the unit itself. (Unless he would like the technician to change it back).

  Regarding his Mesh Safety Cover, we had several covers ordered last fall with a company we have used for many years,  they had issues getting the material and fell behind on getting the covers made, then let us know that they could not get them made.  We then switched cover companies and have had many delays in getting our products from them.  However we have confirmed that Mr. ****'s cover is on order and we can it delivered as soon as we receive it from the manufacturer.  Many issues with supplies, I guess.  

  Thank you for your time and attention to these matters.

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

• Initial Complaint

  09/30/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  October 2020 my pool was started construction, now I have not heard from them in 6 months and my pool is unfinished and I payed.them

  

  Business response

  10/19/2021

  To Whom it May Concern,

  I received the complaint today, 10/19/2021.  I will get with **** (job superintendent),  ****** (Project Manager) and *** ***** (Owner) and follow up as soon as I am able to get the resolution for the client, ****** ******.  **** is on vacation and will be out of the office until Tuesday, 10/26/2021.  We will do our best to get a response back sooner rather than later.

   Thank you for you time and assistance with the matter.

  ****

  417 776 7112

  

  Business response

  10/25/2021

  To Whom it May Concern,

  We will be meeting with our team to get a game plan together for completion of the project.  The delay is unfortunate, but some things were unforeseen.  We are endeavoring to get this project back on track and completed as soon as possible.

  Thank you for your time.

  **** *****, Office Manager

   

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