Business ProfileforOsterhus Outdoors, LLC

DO NOT HIRE THEM! To start, the salesperson always called us the wrong name, even after correction. Foolishly, we moved forward. They were nice until they received payment. During install they dumped the rocks into a neighboring property instead of hauling it away. This cost an additional $5,000 & the owners essentially called my husband a liar. They broke our fence and driveway, but the driveway is "part of the risk we took". Some staff even returned to take rocks for their own projects. I asked if the company always treats customers this way. They said “more often than not”. Their own staff do not even trust them. Then the electrical failed. They went weeks w/out informing us and wouldn't explain the delay. My husband had to call the county himself to get the inspection report. We had a mosquito pit for weeks. They came by unannounced for the concrete and to finish things. They even said “at least you don’t have turtles yet” which proves they treat everyone awful. Their incompetence led to a mismeasured placement of the pool (even though they measured numerous times), causing us to pay for more concrete to reach our existing patio. They HAD to have payment for it that day while the concrete folks were working. His office staff later apologized for the miscommunication. Not even a week after the concrete was placed, it had cracks. Concrete spilled into the pool that glued to the bottom and was not removed. Our pool worked for 2 months, then the pump died. We called and they said someone would come Friday (10/13/23). No one showed! Then we were told Tuesday (10/24). I emailed asking for an estimated time. Tuesday came and no one showed again. They advised they are swamped right now. There is NO scheduling system in place. If they are able to choose installing a new pool for money, or coming to fix things they will choose the new customers. Here we are with a pool that doesn't work, & that we cannot close for winter. THIS COMPANY IS A SHAM!

The complaint above is a report inconsistent with facts.

The husband of the complainant is the person with whom we communicated. He was home the day of installation and determined the placement of the pool with Ken. If the pool was moved further from the house than planned it could be that the original placement was within the angle of repose of the house foundation.  There was an additional concrete cost in the project, but it was $1,500, not $5,000.

The homeowner also directed Ken to put the rocks on the other side of the fence. There was a lot of rock, as the area is extremely rocky, and Ken asked if the homeowner was sure it was OK to put that much rock over the fence. The homeowner indicated that it was. When Ken was subsequently told that it was not OK, he began carrying out the rock. He told the crew that they could have rocks if desired because it saved the cost of carrying and dumping the rock.

There was damage to the fence. One vertical slat in the fence was broken by one of our crew. That crew member went on his own time and found a replacement and repaired the fence.

We do expect payment per our contractual agreement, which is a payment on the day of the installation, payment at the concrete pour, and then a final payment. However, since the project was financed, the payment for the concrete came several days later than the concrete pour. No one reported cracked concrete.

The first electrical inspection did result in a failure, and we contacted the inspector to determine the reasons. The electrician corrected the issue. The electrician who works with us, a crew member, and a permitting manager take care of permits. We generally do not inform customers of failures since the inspector indicates the changes that need to be made and the work is reinspected after the modifications are in place. In this case, we needed to contact the inspector because there were no reasons given in the inspection report as to why the inspector failed the initial inspection. The issue was minor and quickly corrected once we called the inspector. 

The problem with the pump on the pool was reported to our customer service personnel. She communicated with the husband of the complainant through text about possible times that a crew member could come out to check on the pump. Ken tried to get someone out there last week but was unable to free anyone from the work already scheduled. In the complaint, it is indicated that no one showed up on Tuesday 10/24. I am writing this response to the complaint on Monday, 10/23. Ken contacted the homeowner today about the pump.