Customer ReviewsforBrothers Three, Inc.

Horrible customer service once they get your money I gave them 35,000 in march for my pool to be installed in June ** are in August still no pool just a big hole in the ground in my backyard *********************** my sales associate told me they would get a pool permit and they didnt ** had to stop digging in the middle of the job that was the first set back Then when we finally got a permit they wrote down the wrong pool size measurements so now the pool we had delivered could not fit into the space that was dug up They told me they would send me a smaller pool and refund me the difference.:: That pool hadnt arrived yet nobody calls you back and when they do they have a attitude.:. One guy told me stop calling they will call me when the pool arrives The excavator they sent out was a rip off *** well..: The first day he came I give him 3,800 Then he demanded **** more to remove rocks he he found once he started digging. He wanted 400 extra to remove my fence to get his equipment through ** Ran into so many bumps in the road I regret the day I ever walked into this business I have spent so much money on top of the 35,000 And still have no pool

******** *****, Your review about this entire experience is completely inaccurate. We can agree that you have had some setbacks, however, this is not at fault of Brothers 3 Pools. When you came into our store originally to make your pool purchase, you were advised to get a permit for your pool. We tell ALL customers that permits are needed on ALL jobs whether the pool is being done above ground, semi-inground, or fully inground. This is even hung up on a sign in our store by our equipment package where you made your purchase, as well as on your contract to check all town codes that you signed. You chose to not listen to our recommendation and wanted to proceed with installing your pool without a permit. You proceeded with the order of your pool for a 16x26 freeform pool knowing up front about the town’s requirements for a permit and the risks that come with the installation of not getting one. Just before you were going to take delivery of your pool, you wanted to switch to a salt chlorine generator. This should have been more money. All sales representatives here know this, as salt systems have always been additional expenses. You said that you were under the impression that you can just add this at any time but didn’t think it was more money. Rather than argue with a customer, we chose to give you an upgraded system for no additional money. This should have been an additional expense for about $1000. Come installation day, when the excavator started to dig the job, they ran into a bunch of buried debris. This is not the fault of the excavator as you stated to him that you didn’t know it was there. If you didn’t know it was buried on your own property, then how can you fault the excavator for not knowing. It is frustrating to have to spend additional money, that we can agree, but it’s not the responsibility on a contractor to incur the expense of debris from your property. They weren’t looking to make money on the hidden concrete, rocks, and construction garbage, rather they were trying to just cover their cost. They would prefer to not have any hidden issues come up, the excavator would rather do his job and move on to the next one, rather than do backbreaking work that they aren’t making money on. For anyone reading this, we have plenty of pictures showing all the hidden debris that came up. They also ran into a concrete retaining wall that was too thick for the bobcat to break up. They had to come back with extra guys using jack hammers to break the slabs down into smaller pieces to be removed. This is also recorded with videos. Halfway during the dig, the town drove by and issued you a stop work order. We advised you up front to get a permit prior to installation, you chose not to, and this was a risk that you were willing to take. For our clients that take our advice and get permits ahead of time, we refer them to an engineer to handle all of the needed plot plans, permit applications, stamped drawings, and then they deal with the town on your behalf to ensure a smooth process. For the engineer’s work, depending on the town, their price will range from about $800-$2000. To try to help you through the setback that was not caused from our end, we helped do the entire permit for you at no charge, we only asked that you pay for your application. We saved you over $1000 by doing this even though we were not in the wrong. On your signed contract, you ordered a 16x26 Freeform pool. We shipped you exactly what you ordered, a 16x26 freeform pool. When you now needed to obtain a permit, you had to switch to a smaller pool because of your town’s setbacks as well as your buried drywell that we encountered that you were adamant about not moving. We could easily have said this was a custom pool and is non-refundable as per your signed contract. However, we decided because of the difficulties that you encountered, that we preferred to try to help, rather than stick you with an issue. We charged you no restocking fee. We let you know that we would pick up your pool that has been sitting outside for months in which we can no longer sell as new, bring you in a new smaller pool to pass your town’s code, and we even said we would credit you back money because it is now a smaller pool. Your second pool is in stock and scheduled to ship on Tuesday 8/9 so that you would have it for your Wednesday 8/10 installation date. This was booked with you in advance of this review, so you already were aware of the scheduling prior to you writing in this review about waiting upon your second delivery. Brothers 3 Pools can agree that your job was by no means a typical one. You did run into some setbacks. We did not cause the issues that were created by your choice to not file for a permit up front, your buried debris and retaining wall, or your buried drywell that you did not know of, but we stood behind you every second of the way. We helped save you money on merchandise, permit cost, the excavator did the additional work at a discount, and we rushed the manufacturer to make a new smaller pool for you without you paying anything in restocking fees. We truly tried very hard to help to be accommodating as much as possible given what your job presented us with. Everything regarding your excavation has been documented with photos and videos, it's a shame that the BBB will not allow us the opportunity to post them for others to truly visualize the extent of what had to be done. For anyone with any questions about this job, please give us the opportunity to show the files and you would completely understand the difficulties that we unexpectdly ran into on this job and ow hard everyone tried to help the *******.