ComplaintsforDesigner Pools by Ace

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2023 we signed a contract with Designer Pools by ACE and the pool instillation began in May 2023. The main reason we went with this company was because ****, who believe is the owner, informed us we would not need a retaining wall to support the pool. When they came to lay out the pool in May, we were told again by the diggers we would not need a retaining wall. After the pool was put into place, it was VERY obvious that a retaining wall was necessary to support the pool. We talked with *******, the project manager multiple times about the cost of the retaining wall and worked with the concrete contractor on placement. Without notice, written estimate, or drawing, a crew showed up at our house and started unloading cinderblock. We immediately told them to send it back and they showed up with a different stone we had never discussed or seen before. Once digging started, a leak was found (a leak that was supposed to be previously repaired on the skimmer only to find out they placed a ton of silicone over the supposed leak and never fixed the issue). My husband and i were away and came back to discover the wall was 7ft off from where it should have been and we received an invoice for double what we discussed with *******. We asked **** to take down the wall, replace the skimmer, and another leak that was discovered by the filter. After many painful conversations (mainly because he is an AWFUL business person) we agreed to part ways once he took down the wall and fixed the repairs and we'd complete the concrete and retaining wall elsewhere. Since then, our Hayward salt system has completely failed and the company has ghosted us. We have had other companies come out and say the wall was installed incorrectly and would never pass inspection. **** assured us all of these items are under warranty per contract. This company is a scam, will take most pay up front and then provide terrible communication and not honor their contract. FINISH YOUR JOB!!!

  

  Business response

  07/26/2023

  We are almost done with everything from what I understand.  Customer is in communication with our owners now. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our pool installed in 2020 by Designer Pools by Ace. Overall it was a nightmare and I ended up being the one managing the project and vendors. We had lights installed that have always given us issues and they had their vendors come out multiple times to fix (after I had to follow up 5+ times to for them to get someone out). The last vendor they used did not fix it properly and it caused a leak in our pool. Now, they are claiming we are out of warranty. They are awful to work with and I do not reccomend.

  

  Business response

  06/14/2023

  This issue has been resolved. Our team went out and assessed and are correcting. 

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered our pool and signed a contract with Designer Pools by Ace in December 2021 and it finally arrived August 5th, 2022. It took 32 weeks to receive the pool from the manufacturer (Imagine Pools). Our delivery date originally was supposed to be in June but was pushed back twice by a month each time because the pool wasnt passing internal quality control inspections.Once the pool was delivered on August 5th, it took another 12 weeks to complete the electrical, plumbing, and the concrete deck work. I constantly had to check in on the project because no-one would show up to work for days at a time with no communication. I often had to point out items that were left incomplete like unconnected wiring, switches, pipes, etc... because the electrician/plumber wouldn't complete the onsite work and had to be asked to come back repeatedly to finish the job. The final pool inspection by the county inspector was on November 29th 2022. The pool ultimately failed the final electrical inspection due to an array of issues, most notably, the electrician did not install the required properly rated breakers for the project in our home fuse panel, but instead, tried to shortcut the process by combining several breakers already in use which is not to code. This shortcut has caused issues with other electrical circuits in our house which are not functioning properly.As of today, January 17th, its been 7 weeks since the pool failed the electrical inspection and **** still has not addressed these issues -continually ensuring their contractor is going to correct the work but nothing has been completed. This is all work which we have already paid DPbAk to complete. Not happy.

  

  Business response

  01/25/2023

  We have handled with the customer and the problem has been fixed. Please remove review

  Customer response

  01/30/2023

   
  I am rejecting this response because:
  The company did send someone out to work on the items that needed to be corrected.  They still need to schedule the county inspector to come out and verify the work was done to code.  Once the inspection is completed showing that the work is to code and approved, then Ill agree to close the complaint. 

  

  Business response

  02/07/2023

  This response was provided verbally to BBB.

  Business is waiting on the county inspector to come out and verify the work which can take up to two to four weeks.

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Project started on Jan. 3rd with the dig and based on all communications with Craig, the project timeframe was 6-8 weeks max. Craig (owner) and team were able to start on time, while delivery and initial install of fiberglass pool was performed within a week. This is where we started getting hit with snow and rain and the project was delayed by 2 weeks. Weather is outside our control and we realize that it’s part of the process. Unfortunately, once the winter weather calmed down we started seeing a very slow pace and a general lack of urgency. It didn’t help that most of the money for the project was already handed over to the company (per our contract). For instance, the backfilling took 2 weeks with no activity and then a subcontractor arrived on Saturday and Sunday to finish the job. Craig’s team spent the week installing pools (where they can collect more money) and the weekends continuing ongoing projects (where they can collect less money). Another 2 weeks went by and I had to repeatedly contact my project manager (Mark) to get the plumber to finish his part. The plumber eventually finished most of the work in 1 day. At this point we are 5 weeks into the project and maybe there was 1 week of actual work performed. I don’t think weather accounted for most of this. I asked Mark directly why the delays and he said his team was installing around 6 pools in 2 weeks. This felt like bad planning and insufficient resources by Craig and his team. We felt Craig’s team was spending more time on installing pools (where they can collect the bulk of the contract money and less time on finishing the project). I has now 12 weeks into the project and still little communication from the project manager. I've seen him once in the last 5 weeks. Our 5 year old son (who can't swim) had a near accident by the pool because we are anxiously waiting until the project completes to install a fence. We want Craig to make this right and finish the job ASAP.

  

  Business response

  03/30/2022

  This is already been taken care of between the homeowner and owner of our company

  Customer response

  03/30/2022

   
  Complaint: ********

  I am rejecting this response because:
  

  There is no resolution. There has only been cleanup work done as a reaction to this complaint. I have not been contacted by the owner (Craig) or the project manager (Mark) in weeks. How are they working with me, the homeowner, with zero contact? I get requests to keep paying, but no resolution or timeline to complete after 3 months. There's no indication they want to expedite the remaining work, just lots of silence.

  I'll close this complaint when they complete the work and communicate status with me. We've gotten requests for recommendations by friends that want a pool, we refuse to recommend them unless they make this right.

  Sincerely,
  
  ***** *****

  

  Business response

  03/30/2022

  Craig has tried to reach out to homeowner to no avail.  Please feel free to contact Craig back in regards to this complaint.  We're doing the best we can given many circumstances.

  Customer response

  03/30/2022

   
  Complaint: ********
  
  I am rejecting this response because I have Craig's phone number in my contact list and I don't see his call. We also have texted in the past and I don't see a text from him in the last month. He reached out to me this afternoon for the first time in over a month and we are discussing next steps to address the complaint. I want to be clear, I will not close this until the issues have been addressed. Here is the email I sent to Craig:

  -----

  Craig, per your request this is what I see as remaining and the project is stuck (again). I'm looking for a date when this can be done. I'd like to meet next week to discuss. I'd like these completed by Friday, April 15th.
  * Waterfall feature - stuck with missing supplies
  * Deck Jets - stuck with no decision on who owns fixing this
  * Handrail - stuck with no decision on who owns fixing this
  * Pool Dirty/Murky - Someone came to shock the pool, it's still dirty. Waiting for final cleanup.
  * 2 dump trucks of dirt remain, Oscar couldn't use them to grade because it's all rock. I need these picked up.
  * 2 Caps (filter and well pipe) are white/tan and don't match the gray pavers. I need gray ones to match.
  * 2 Areas in the lawn outside of the normal work area Julio destroyed. This needs to be corrected.
  * Safety Cover Install - I assume this is the last thing
  * Final walkthrough

  
  Once these items are fixed in a timely manner, I will resolve the BBB complaint.

  ------
  
  Sincerely,
  
  ***** *****

  Customer response

  04/04/2022

   
  Complaint: 16932879
  

  I am rejecting this response because this has not been handled. I want to be clear, I will not close this until the issues have been addressed.
  

  -----

  What changed:
  * I visited 2 supply stores Friday to select waterfall material that was in stock
  * The automatic vacuum in contract also hasn't been delivered
  * No work was done since last Wednesday, today is Monday and we are starting week 14 of the project 

  -----
  *****, per your request this is what I see as remaining and the project is stuck (again). I'm looking for a date when this can be done. I'd like to meet next week to discuss. I'd like these completed by Friday, April 15th.
  * Waterfall feature - stuck with missing supplies
  * Deck Jets - stuck with no decision on who owns fixing this
  * Handrail - stuck with no decision on who owns fixing this
  * Pool Dirty/Murky - Someone came to shock the pool, it's still dirty. Waiting for final cleanup.
  * 2 dump trucks of dirt remain, ***** couldn't use them to grade because it's all rock. I need these picked up.
  * 2 Caps (filter and well pipe) are white/tan and don't match the gray pavers. I need gray ones to match.
  * 2 Areas in the lawn outside of the normal work area ***** destroyed. This needs to be corrected.
  * Safety Cover Install - I assume this is the last thing
  * Final walkthrough
  
  Once these items are fixed in a timely manner, I will resolve the BBB complaint.
  ------
  
  
  Sincerely,
  
  *********************

  Customer response

  05/23/2022

   
  Complaint: 16932879
  
  I am rejecting this response because:

  I'd like to re-open it as soon as possible, the contractor has not completed their work and has not been in communication with me.

  
  Sincerely,
  
  *********************

  

  Business response

  05/23/2022

  We have all been in constant communication. The owners, manager, and subcontractors. We are doing our best to finish the project as quickly as possible and working with new subcontractors even to get it done as quick as we can. Parts have been an issue and we are working on this. We have explained this many times and are still working to get this done. 

*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. ↩