Complaints

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• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I hired ***** ****, the owner of Cutting Edge Homes and Pools on Sept 25th. We paid him 19,225.00 down. According to the contract, he was suppose to be here the week of Jan 3rd. He didn't show up until the 3rd week of Jan. Just because I called him and was mad cause he wasn't here. Also we told him it had to be done by June 25th. We were having my dad's 80th birthday party here and was expecting around 100 people. He said he would and could do it. That is the only reason we hired him. Everyone else that we had talked to said they couldn't do it. Guess what, it still isn't done. He has come to us 3 different times , after he said that he had ordered the liner , and ask what liner we had ordered. So it makes us feel like he hasn't ordered the liner. He swears that he has ordered it. He told us at first it would take 4-6 weeks to get the liner ordered. I told him about 2 1/2 months ago we need to get the liner ordered, and he told me that he will. And then starts telling me that it will only takes 2 weeks to get it in now. He says he ordered it May 2 or something, but 2 week he came back here and ask us the 3rd time what liner we had ordered. How do you not know what liner you ordered for someone. I've had enough. He is not doing what he says he will do. He always tells us something, when he is going to be here. And he doesn't show up . And then I call him and get on him about communicating with us. Then he will finally show up, He usually gets here a little after noon, and then he leaves about 2:30-3. He says it is time for him to go back to the office. The only time i remember him being here all day , is when they put up the walls. I also paid him 30,760.00 on March 28th. I've done what I am suppose to do , according to contract, but he hasn't . I also paid him 5,000 down for the automatic cover on April 4th. It was also supposed to be already ordered and was suppose to be here with in 4-8 weeks. As of last week it still wasn't here.

  Business Response

  Date: 07/14/2022

  see attached document

  We were hired on the date in September that Mr. ******* said we were.  We did say weather permitting we would start the first week of January, It snowed the first week of January...  We did start the second week of January and completed the excavation in roughly 1 week.  We got some of the subgrade gravel work done and it snowed 10” at the beginning of february and the ground persisted to be frozen and snowcovered for 3 weeks.  Mr. ******* disputes that there was that much snow where he lives but that is a verifiable figure available through the national weather service...  Long weather patterns like these are exactly why we do not gauruntee a completion date when concerning winter builds, that said, in SW MO we had not had a single snow event amounting to more than 4” since 2014 so when discussing his project Im sure we all said things like “I cant imagine the weather causing much of an issue but...” Which is why I believe there has been some of the confusion on what was said.  

  We did pour the floor and walls of the pool pretty quickly after the weather relented and I did in fact order his liner on may 3^rd, I even showed him a message from the general manager of the supplier that verified that fact and I believed that fact had been accepted by all until I received this message.  The fact is pool supply chains are a mess, lead times are going from 6 months to 1 month and back to 3 months on various pieces of a pool that ive been able to pick up in stock most of my career.  I have tried to communicate these issues but honestly after a couple times Mr. ******* and his wife called me a liar I have been cautious to give them any news from a supplier until an item is in hand...  I fully understand the frustration of things ta**** longer than any of us would like but the fault at this point lies completely on the strained supply chain as I ordered every piece when I said I did. 

  Also, While he has paid every draw when the request has been made, the current draw(backfill draw) has been due for sometime but my partner and I decided not to push an already semi contentious time in our relationship with request for money even though it is contractually owed and we are under no obligation to continue work until such time as its paid, we decided not to request that payment until the liner has arrived to his jobsite out of respect for the effect the supply chain delays have had on this project.

  We did have a miscommunication about the time they sent this message about the design of the stairs which caused a slight delay in his liner.  I showed them a few pics of our most popular stair design, they liked it but apparently meant to convey a change that ive never done before and they claim I said one of my customers didn’t like the way we had done it in the past...  Honestly I am not sure how this miscommunication occurred because like I said the design is our most popular and everyone we’ve done it for is more than happy with it so I truly cant figure out what they heard me say that led them to believe that, plus the change they wanted, while simple to complete, is something I've never been asked to do in 15 years of pool building...  I should be clear, I had no problem doing the stair their way, and we have made the change, but they were extremely upset and given some of what they say I said about other customer reviews being completely wrong I have to think they misunderstood more than a little of what I said and perhaps that lies somewhat on my communication, I provide pics of past jobs and as much visual aid as I can, but at the prices we charge there isn't room for a designer or CAD drawings of different custom features and that is made clear by us at the initial consultation.

  As far as when we arrive it is usually between 10-11, my crew arrives in Springfield at around 8 and its an hour and a half drive to their job, which is the core reason other pool builders turned down the job, we leave around 2:30 when there are Amish workers with us as they have to meet their ride in 

  Springfield at 4.  This does not affect our ability to get the work done, material delays are the main and persistent reason this project has taken longer than our average build of this scope... 

  The last detail of Mr. ******** letter that Ill address directly is the date in June that they say I said we’d complete by...  The first time I remember this date specifically mentioned was in May, it could have certainly been mentioned in passing before then but I would have always said, like I say to all my customers in this current market, that assuming everything arrives I cant imagine it not being complete by then.  That said I never give a set completion date because of multiple factors and I try to be very clear about why that is from the outset. 

  As a pool builder I understand better than most that having a 80% complete pool waiting on a liner when its 100 degrees is a recipe for unhappy customers, in 15 years of building pools Ive never had an issue but ive also never had to contend with monumental supply problems.  While I do believe this complaint is unfair and inaccurate I understand their frustration, but I also know that at this point they are a couple weeks away from swimming in their pool and probably a couple more weeks from the auto cover arriving and being 100% complete, as it says in this complaint the resolution is to complete their pool, which we are as fast as materials arrive...  We build the nicest most energy efficient pools in our market and keep our prices fair, I believe firmly that when we get the ******* pool complete they will be more than happy with the end result.  Mr. ******* is a good man and we want nothing more than to complete his pool and have him happy, we feel this letter was unfair but the result of a build up of frustration that we are hopefully in the process of alleviating

  Thanks