ComplaintsforBackyard Masters LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This pool was installed less than 2 years ago, last year the panels began to bow inward. I never had a pool so I didnt think anything of it. However, this year when I opened the pool it was significant and multiple panels seem damaged. I contacted several companies who all stated it looked like a bad install, the panels need to be replaced and so does the liner. Ive been reaching out to the company I purchased the pool from but they seem to be very dismissive and non-responsive. I would like the repair or replacement so that I can have a fully functional product as expected when purchased.

  

  Business response

  07/17/2024

  Good afternoon,

  In mid-June 2024, Backyard Masters requested that the installer (**** from ********) go to the home to do a site visit to inspect the pool. JC Pools build the pool approximately two years ago. Upon inspection, **** concluded that the pool wall buckling on the one side isn't the result of a fault installation, but rather the pool being emptied of water. It's never recommended to empty a pool for this reason unless exchanging a liner. The weight of the water locks the walls and frame in, which makes it impossible to cave in unless empty. 

  Backyard Masters will gladly submit the photos to the manufacturer to see if we can work something out. The likeliness of it getting covered under warranty is minimal; however, we will do our best.

  ***************** will hear from the service department within the next 5-7 business days.

  Thank you,

  ***** 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired backyard masters in *********** to install a new pool liner and new skimmer for my Doughboy 16' pool. They kept delaying the work, I found out later their better technicians had left and started their own company. The guys they finally sent on June 1st installed the plastic skimmer using a power tool. They left and told me to fill the pool and if there were any problems to call the store. I called that night to tell them the skimmer was leaking. They came 4 separate times and yet the pool kept leaking. After the 4th time ****, their customer services manager, said they weren't coming back anymore. I was forced to remove the skimmer myself and, sure enough, their guy had cracked the ****** and stripped a ***** **** by inadvisably using a power tool on plastic. After fighting with **** she said I must have damaged the skimmer. I felt I was more than fair in telling **************** to pay them ******* but hold back ****** in dispute. **************** keeps trying to charge me the ****** in dispute. What recourse do I have? If I can, I will forward pictures of the damaged skimmer. **** forced me to resolve this issue by refusing to come back again, and luckily I had saved the old skimmer. Once I replaced the new skimmer with the old skimmer, the problem was resolved. Therefore I feel that I should not be forced to pay for an item they installed improperly. The company's name is Backyard Masters located at ********************************* *********** ** ***** *** *** ****. All I am looking for is either ****** dollars or a new skimmer in the box, and I'll arrange for the installation . I am not disputing that they didn't provide the service, but that the installation was done poorly resulting in a leak caused by their installer.

  

  Business response

  10/06/2023

  On February 6, 2023, *************************** called Backyard Masters inquiring about the installation of a new 16x52 Doughboy swimming pool liner.Backyard Masters charged him an assessment fee for $124.99 on 2/6/23 to send a professional technician to measure the radius and wall height. Please see Appendix A: signed Liner Assessment Checklist and Service Order.
  On Thursday, June 1, 2023, Backyard Masters installed ********************* pool liner. Please see Appendix B: evidence of liner installation pictures of the pool before and after. The technician removed the old, bleached liner and replaced it with a brand new 16x52 Evening Star. The liner fits perfectly, and all services including product and labor were rendered as per our contract.
  On Thursday, June 8, 2023, ******************** called the service department stating that the skimmer box outside the pool was leaking. This is 7 days after the liner installation. If the leak was caused by ************** on June 1st, it wouldve manifested immediately, not a week later.
  After speaking with the **************** Manager, ****, we found out that ********************, whos a mechanic, overtightened the screws on the skimmer box himself thus causing the threads to be stripped. By overtightening the screws, ******************** caused a leak, not Backyard Masters.

  To resolve this issue, Backyard Masters will gladly extend a courtesy discount on a new skimmer box.

  
  

  Customer response

  10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  
  In response to Backyard Masters claims regarding the events that took place during the week of June 1 - June 7, 2023, I have the following details to clarify my complaint:
  
  First of all, I notified their "customer service" **** ***** 4 times during that week to say that the pool was leaking from the skimmer.  I had to wait until the pool was filled with water after the initial installation before anyone could even detect that there was a leak.  Their technician did NOT want to wait around while the pool filled.
  
  I also noted that a power drill was used to install a plastic skimmer box, which should never have been used.
  
  Their technician came back 4 times during that week after installation, and could NOT fix the leak.  Each time, he would not wait around to fill the pool with water.  
  
  I have text messages to prove that I contacted Backyard Masters 4 times during the week of June 1 - June 7th.  After coming back 4 times and NOT resolving the issue, they informed me that they would not be coming back again.  I then, and only then, proceeded to fix the issue myself by installing an old skimmer box that I had.  
  
  I will contact them regarding their offer to sell a skimmer box at a discounted rate, however knowing how this business operates, I don't think it will be much of a discount.
  
  *******************************
  

  
  

  
  
  
  
  
   
  

  

  Business response

  11/19/2023

  Please have ******************** contact the Controller to discuss the discount on the skimmer box. 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought above ground Doughboy pool from Backyard Masters and I have had a very bad experience with this pool. A few weeks after the pool being installed the pump went bad and I had to wait another few weeks for a new one to be shipped and installed from Backyard Masters. By the time new one was installed pool season was over. I got maybe two weeks of use before pool had to be closed. The following year after opening the pool I kept noticing that I kept having to vacuum the pool and sand kept coming out of the filter. I contacted Backyard Masters late into the season and they blamed the third party I used to close and open my pool ********************* in ********. They denied liability and said it was not their fault. Backyard masters blamed them. I got barely any use of pool that summer as it became very hard to clean. I convinced Backyard Masters to come assess and they diagnosed the sand filter as being bad but wanted me to pay out of pocket for the filter. I got in touch with the manufacturer in ********** and after an extensive back and forth the manager sent me a new sand filter. Backyard Masters had promised to put the sand filter in free of charge over the phone and did not show up the following year to open my pool. Just last month I followed up with ***** of Backyard Masters to open my pool and he told me it was going to cost close to 600 dollars. He refused to honor what he told me over the phone and would not install new filter nor open my pool this year. The understanding was that I would get new filter and he would install it free of charge. He sent me quote prior to obtaining new sand filter. I waited whole summer for new install date with the pool installer and there was no follow through. I spent **** dollars on this 16 foot round Doughboy pool and I want the opening with deep clean vacuum and installation of sand filter free of charge like promised. If not at this point I want a refund of the pool

  

  Business response

  06/05/2023

  Dear BBB,
  Please see attached documents for ********************. Free services were never promised. Below is an email from *****, who assisted ******************** with price quotes on service to open the pool and install his equipment. 

  "Hi *****,
  Im sending you the correspondence between *************************** and myself from September 13th, 2021, where I sent our findings about his pool closing and our suggestions and I also sent him the cost of a new pump and a new liner as he requested. All communications with *************************** have been sporadic, as he was dealing with small claims court about his pool closing during this time, and never heard back from him again.
  
  In January 2022, *************************** popped up again calling the store asking about a pool opening. I emailed him a quote on how much this would cost, and an updated quote for his pool filter, pump, and filter sand. I never heard back from him until April 2023, where he reappeared saying that I promised him a complementary pool opening. I made myself very clear that this was never promised. 
  
  Kind regards
  
  *****
  ********* ******** ******** ******** *** *************** ****** * ************ ** ********************************************************** * ************************

  Customer response

  06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because the first quote given was for the filter and pump and the install was promised verbally. ***** even stated thats impressive when I told him manufacturer sent me the the new pump and filter. I asked when he could do the install and he said he was waiting on the installation guy for a date. He never called back with a date despite numerous calls. I called back a year later for the new pool season and then he says he never promised me a pool opening and filter install and sends a revised quote with the installation in it. This is unethical. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Merchant - BACKYARD MASTERS Claim ID: *************** Original Deposit - 9/11/2021 Final Payment - 5/3/2022 Item was attempted to be delivered on - 7/22/2022 Item was shipped back on - 7/22/2022 Item is still currently with the merchant.The item was received but was sent back because I ordered a 25x50 pool meaning the widest part of the pool is 25 feet. When the pool arrived at my home the pool had 21x50 written on it. Also, the plans for the pool also listed 21x50 as well. So, I refused to sign for the pool. But the merchant told me the pool should fit in a 25x50 box not that the pool widest parts would be 25x50. This is not what they told me when I originally purchased the pool. They also did not send the pool liner which was discussed in the text messages. I have attached a copy of the text messages between me and the salesperson Rich.Please let me know if you can assist. Please help me settle this transaction. I dont think it is fair how they are changing the terms of what I paid for and getting away with it.

  

  Business response

  10/30/2022

  Please see uploaded response with line drawings and manufacturer's letter.

  Customer response

  11/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I do not agree. I have text messages from the sales person acknowledging the linear that I selected. They are also charging me to re-deliver however they wanted me to sign for a pool that was not the size I ordered. I didn't sign any agreement, only thing I signed was for the pool shape and size which was incorrect. 

  
  

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

*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. ↩