ComplaintsforFun Time Pool and Spa Inc

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: We signed a pool agreement on 9/7/2021. We have a 20,000 deposit at that time. We were told our project would start early spring 2022 and take 6-12 weeks. Our pool shell was installed 06/2022. The company finally returned in mid July after telling us daily that they’d be out. After they poured concrete in July they did not return until September 2022 to start the patio. Then the pool sat open until December 2022 as a drowning hazard because they continued to lie about return dates. My dog nearly drown in the half frozen pool before they finally returned to cover it. At that time I contacted my attorney **** ***** and informed Fun Time Pool. Then the project is still incomplete. It is now July 10th I’m waiting on my project to be completed and my $20,000 pool is not working which is again a safety risk. I am very frustrated in this almost 2 year project that was supposed to be 6-12 weeks to complete. And ***** ****** the pool owner never shows up to finish it when he says he will be here.

  Business response

  08/22/2023

  We sincerely apologize for the frustrations and inconveniences you have experienced throughout the course of your pool project. We understand the importance of timely and transparent communication, and we deeply regret any missteps that have led to the aggravation.  Please know that we take your concerns seriously and are committed to resolving this matter promptly.
  First and foremost, we want to acknowledge the delays you've faced in the completion of your pool project. We recognize that the timeline provided to you at the outset was not met, and for this, we extend our sincerest apologies. Factors beyond our control, coupled with unforeseen logistical challenges, have contributed to the extended timeline of your project. Covid19 being the biggest cog in the wheel which has had an impact on all our projects built during this time period. From materials stuck on container ships in the ocean, drivers on strike, and shortages in raw materials affecting manufacturing timelines. It was a lot to manage/navigate around, and we did struggle a little trying to find ways to circumvent the delays.    We understand your frustration and disappointment in this regard.
  Regarding the intermittent communication and unfulfilled promises, we deeply regret any lack of clarity and accountability on our part. We acknowledge that our team should have maintained a more consistent line of communication and set more realistic expectations for project milestones. During these Covid times, our suppliers were uncertain about how long the delays would last and gave us information that they were uncertain of which just made everything even more difficult when things did not come through as we were told they would.  We understand the distress these lapses in communication have caused you and your family, and we apologize for any anxiety it may have generated. 
  We did take on some additional costs on this project to help offset some of the frustration. (20k retaining wall.) We know this does not change the timeline, but we wanted to show that we do care about your project and wanted to see things through to the end. I did and still do answer the phone when you call. You have had small issues with electrical recently, and we had our team out the following day.  We did always come back, and we did work this through to the end.
  In light of the safety concerns you've raised, especially the incident involving your dog, we are genuinely sorry for any distress this has caused. The safety of our customers and their families, including pets, is of utmost importance to us. We assure you that we have taken steps to ensure that such situations do not recur in the future.
  Moving forward, we are committed to servicing your pool if anything does arise. Please don't hesitate to call us. 
  Additionally, we will be reviewing our internal processes to identify areas where we can enhance our communication and project management procedures. Your feedback is invaluable to us, and we are dedicated to learning from this experience to prevent similar situations from arising in the future.
  Once again, we apologize for the challenges you've faced during this project. We understand your frustration, and we are fully committed to making things right.
  Thank you for your understanding, and we appreciate the opportunity to rectify this situation. Your satisfaction is our priority, and we hope your pool brings happiness and makes amazing memories for you, your family, and friends. 

  ***** *****

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The pool pump is not working

  Business response

  06/21/2023

  Dear Mr. and Mrs. *******,
  Thank you for reaching out to us regarding your concerns about your experience with Fun Time Pool and Spa. We appreciate your feedback and the opportunity to address the issues raised in a transparent and sincere manner.
  We understand that there has been a misunderstanding regarding the warranty issue and your outstanding final balance. We want to assure you that we are committed to resolving any outstanding matters, including the balance owed, and we have been actively working towards finding a mutually beneficial solution. We value your business and want to ensure your satisfaction.
  Regarding the delays you experienced during the construction process, we acknowledge that there were some minor delays, which can occur in construction projects. However, we believe that overall, our performance on your project was satisfactory. We understand that communication with customers is an area where we can improve, and we are actively working to enhance our communication processes to better serve our clients.
  In regard to the complaints made in your Google review, we would like to address them individually:
  Pool equipment placement suggestion: THEY WERE ONLY SUGGESTIONS and We apologize if there was any miscommunication or misunderstanding regarding the suggested placement of your pool equipment. Our intention is always to provide practical and suitable recommendations to our customers based on their specific requirements.
  Lack of updates and responsiveness: We deeply regret any inconvenience caused by the delay in providing updates and addressing your concerns during the six-week period. We understand the frustration this may have caused, and we apologize for falling short of our commitment to open lines of communication. We will take this as an opportunity to reassess our internal processes and improve our responsiveness to customer inquiries.
  Water testing and education on balancing: We acknowledge that we overlooked providing you with the necessary information and guidance regarding water testing and balancing. We apologize for this oversight and any confusion it may have caused. It is our responsibility to ensure that our customers are well-informed about pool maintenance, and we are taking steps to reinforce this aspect of our service.
  Plumbing lines, concrete, and drain request: We apologize for the issues you encountered with the backfilled plumbing lines, concrete delivery, and the unfulfilled drain request. These discrepancies in our process are not indicative of the standards we strive to uphold. We are thoroughly reviewing our procedures to prevent similar incidents from occurring in the future.
  Auto cover supply issues and miscommunication: We deeply regret the supply issues and miscommunication regarding the auto cover. We apologize for the inconvenience caused by the delays and the subsequent realization that the order was not placed as communicated. This was an oversight on our part, and we take full responsibility for the confusion it may have caused.
  Pool cleanliness, final clean, education on chemicals and equipment, concrete cracks, scratches, and non-functioning pump: We apologize for the deficiencies in pool cleanliness, the absence of a final clean, lack of education on chemicals and equipment, concrete cracks, scratches on the pool, and the non-functioning pump. We understand the importance of delivering a high-quality, fully functional pool to our customers, and we are committed to promptly addressing and resolving these issues to your satisfaction.
  We want to assure you that we value your business and the trust you have placed in us. We are dedicated to rectifying the shortcomings you have highlighted and restoring your confidence in our services. We would appreciate the opportunity to discuss your concerns further and work towards a resolution that meets your expectations. Please contact us directly at ###-###-#### or emial as at [email protected], and we will be more than happy to address your concerns personally.
  Thank you for bringing these matters to our attention. We remain committed to improving our processes and providing the exceptional service that our customers expect and deserve. We look forward to the possibility of resolving this situation to your satisfaction.

  In closing I would like to add that we hit all marks of our estimated time frame from the time of groundbreaking to rough grading finish. Our estimated for turnaround time is typically 6 to 8 weeks.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract for a pool package totaling over $260k. I have given FunTime $245k and my project is ongoing. I was intislly told the process is 6-12 weeks. Multiple times FunTime neglects to show up when they say they will. The worst is the recent concrete pour for under our pavers. I was told in a process document from FunTime that the day after the pour relief joints would be cut into the concrete. When that didn’t happen I asked why. I was told it’s because they poured fiber mesh concrete. It turns out they didn’t. I called the concrete company and confirmed myself. The concrete has significant cracking unsuitable for pavers. Pavers were an 82k line item. I asked for my money back minus the material and bad concrete pour and that requests was refused. I threatened legal action and they said they would step up and make it right. I was assured yesterday someone would be out by end of day. Then that became this morning. Then at 11 am they said they are on their way and still aren’t here. They have been at my house for one full day in weeks. This is unacceptable

  Business response

  06/08/2023

  Good Morning, 

  It was very disheartening to see the complaint submitted but unfortunately, I am not surprised. As you may see in the attached document I made an informal and formal attempt for a resolution to her issues by doing a site visit and followed up with an email attempting to schedule a face-to-face meeting to address her concerns. Mrs. ***** followed up that email with her concerns and what resolution she wanted to have in this situation. Unfortunately, as a small business we financially could not meet her request. To rebuttal this I followed up a statement admitting our faults and proposed we as a company would correct these mistakes free of charge. Mrs. ***** then had a more positive outlook and we were renegotiating our plans to rectify our mistakes. The next day our crew went to the ***** residence and while our team was on the way she left a very defamatory review on google for our company. This surprised us all, as we we're actively trying so resolve this issue. Our crew ended up working 3 hours past our daily operating hours that day in order to expedite Mrs. *****'s project. As for today our team arrived on the job site at 9:30 a.m to continue working on Mrs. *****'s project. Fun time pool and spa takes these issues very seriously and we want more than anything to resolve these issues in a professional manner. Since Mrs. *****s google review we have had two cancelations on sales calls already. Mrs. ***** is actively attempting to destroy this company and all we will continue to do is put our best foot forward and give Mrs. ***** the finished product she agreed to. 

  Customer response

  06/11/2023

  The issues at hand are still unresolved. I responded to Dell’s request for a meeting (he only got involved after months of me asking what was going on and threatened legal action).
  FunTime is demanding I still pay full price for a concrete pour that they have admitted is sub par and not what I paid for. They have done absolutely nothing to prep the existing cracked concrete and make it even suitable for pavers.
  
  Funtime’s response attempts to imply they are here around the clock trying to make things right. They are rarely even here one full working day in a week. They stated in their response they stayed hours past the work day… yes, only because they didn’t show up that day until 3pm . 

  On that note, I still have no idea where my paving and coping material actually is . Multiple calls and emails to FunTime and the paver company have yielded only vague responses.

  To say that my google review is defamatory suggests it is untrue. There is absolutely nothing in that review that is false. It is a factual account of my experience with FunTime. 

  Prep of concrete, paver material, auto cover, keypad, etc etc etc. There are plenty of outstanding items. 

  Regards,
  ********* *****

  Business response

  06/22/2023

  We appreciate the chance to acknowledge and address any shortcomings or mistakes that may have occurred in our dealings with Mrs. *****’s pool project. It is important for us to take responsibility for any faults and to clarify any misinformation that she may have conveyed via this forum and other media channels, especially considering the potential harm it can and has caused Fun Time Pool and Spa as a company. We would like to clarify that, despite Mrs. *****'s claim that she was advised by her attorney to not communicate with us, her decision to share negative feedback on public platforms was her way of communication.  Fun Time Pool and Spa has consistently maintained professional and open communication channels with Mrs. *****.  We have made sincere efforts to address her concerns, provide updates, and seek resolution throughout the process. We additionally offered to address Mrs. *****'s concerns with an ONSITE visit to go over her concerns, however, we were rejected. Our commitment to maintaining professional and respectful communication stands firm, and we will continue to engage with Mrs. ***** in a professional manner to ensure a satisfactory resolution to any outstanding matters.
  It is crucial to emphasize that Mrs. ***** is not our only customer, and it is essential to consider the perspectives and experiences of our broader customer base. We strive to treat all our customers fairly and provide them with exceptional service.  It appears that there is a misalignment between Mrs. *****’s expectations, and the construction process outlined in our contract.  While our contractual obligations have been clearly communicated, Mrs. *****’s expectations differ from what has been agreed upon. We would like to highlight that we have a comprehensive Construction Process Handbook in place, which serves as a clear and detailed guide for our customers throughout their pool project. This handbook has been carefully developed to provide transparent guidance and ensure that all aspects of the construction process are clearly communicated and understood. It is our commitment to provide our customers with the necessary information and resources to navigate their pool project smoothly and confidently.  We provided this Handbook to Mrs. ***** in the early stages of her project. 

  Regarding the Concrete.  To address the situation from a business standpoint, we have offered to replace the concrete and have made arrangements for this to be done concurrently, taking into consideration both financial and logistical aspects. However, it seems that this solution does not meet Mrs. *****’s expectations of timelines.  We would like to assure you that we have acknowledged and agreed to meet Mrs. *****'s structural recommendations regardless of other claims made by Mrs. *****.    
  To address the concerns raised regarding the pavers and the discrepancies in the timeline provided by the Paver Distributor and Fun Time Pool and Spa.  We have carefully reviewed the situation and would like to present the following rebuttal based on the attached evidence of the paid invoice that clearly indicates the payment for the pavers was made by Fun Time Pool and Spa on May 30, 2023. Please see the attached invoice.  This attached invoice specific dollar amounts have been redacted to protect the confidentiality of both Fun Time Pool and Spa and the distributor.  This serves as proof that the payment was indeed made the time of receiving the invoice from the Distributor.  Therefore, any delays in receiving the pavers cannot be attributed to a lack of payment from Fun Time pool.  Furthermore, it is deeply concerning to learn that the delayed release of the pavers from the distributor’s site on June 13th has resulted in a significant and negative impact on Fun Time Pools and Spa’s name.  I would like to add that Mrs. ***** also posted negative reviews about the Distributors on Google reviews.  Mrs. ***** made similar accusations as she did towards Fun Time Pool and Spa. The Distributer has asked Mrs. ***** to remove the Negative reviews.  It is important to consider this additional context to provide a more complete picture of the situation.  Although Mrs. *****’s concerns have been taken seriously, and we have taken action to correct our errors.  The concern that Mrs. ***** has been creating an exaggerated narrative to portray a distorted view of Fun Time Pool and Spa is indeed awful.  To witness such actions, especially when it involves bypassing other customers to advance their own projects is very saddening.   Moreover, the act of enlisting other contractors within Mrs. *****'s network to publicly criticize Fun Time Pool and Spa through various media channels is deeply disheartening. Such behavior undermines the integrity and professionalism of the industry and can have a detrimental impact on the reputation of any business.  
  It is indeed regrettable when a customer's dissatisfaction with certain aspects of their experience leads to a negative perception of the entire company and its reputation. We understand that interactions with multiple staff members can vary, and it is upsetting that despite the kindness and helpfulness demonstrated by many of our team members, Mrs. ***** has chosen to attack the company as a whole.
  Regarding the coping.  The coping was ordered while the pavers were ordered with the understanding that the entire order would have a turnaround time of 5-7 days. Unfortunately, there was a delay specifically with the coping, while the pavers had a quicker turnaround time. Upon learning of this delay, Fun Time Pool and Spa took proactive measures by outsourcing the same coping materials from another manufacturer to expedite its delivery. We want to assure you that we have been proactive in finding solutions to address the challenges that have arisen. We have made efforts to expedite the process and ensure a satisfactory outcome. We value all our customers' satisfaction and are committed to resolving this situation in a professional and timely manner.  Let’s talk further about timelines of ordering materials, procuring materials and shipping the materials.  Mrs. ***** has stressed numerous times that Fun Time Pools took her money and did not order/pay for her materials. Mrs. ***** resorted to contacting distributors in an invasive and manipulative manner in an attempt to obtain answers about Fun Time Pool and Spa's business processes, ordering and payment practices. While Mrs. ***** received minimal information from our vendors/Distributors, she certainly portrayed her emails and reviews about Fun Time as though Fun Time Pools has been doing shady business. Mrs. ***** may have her own perception of the construction industry process, and it's important to acknowledge and address her concerns. However, it's worth noting that the construction industry, including pool construction, can involve numerous variables and complexities that may not be apparent to someone outside the industry.  Please understand that with any large construction job, we must minimize yard congestion caused by large shipments of pallets containing construction materials.  Our ordering structure is done strategically and timely as it is a critical issue that can impede the progress of the construction work being carried out by our team.  The presence of pallets of materials in the designated construction area causes significant obstruction and hinderance to the ongoing project.  During the onset of our collaboration, we had a thorough discussion with the paver manufacturer, during which they informed us that the estimated delivery time of your materials to your home would be 5-7 days. We recognized the urgency of Mrs. *****’s desire to complete her project quickly, however despite our best efforts to ensure a timely delivery, the delivery processes are completely out of Fun Time’s control. We continued to maintain transparency and set realistic expectations regarding your timelines. 
  Misunderstanding can arise when there is a difference in interpretation between the manufacturer and the customer regarding the meaning of terms such as “release the order” and “5-7 days”.  Let’s break this down.  The manufacturer “release the order” typically refers to the point at which they begin processing and preparing the materials for shipment.  It could mean the materials are allocated, packaged and ready to be dispatched from their facility.  The manufacturer may consider their part fulfilled once the order is released, and they may then rely on shipping carriers to transport the material in a 5–7-day timeframe.  The manufacturer understands the 5-7 days to be an estimate for the duration between release of the order and expected arrival of the customer’s location.  They may also have to factor in time for production, internal processing, and potential delays during transit.  Perhaps Mrs. ***** understood this to be the total time it should take from the moment the order is released to the time the materials are physically delivered.  Establishing communication and a shared understanding of expectations can certainly mitigate potential misinterpretations.  This is why we are WHERE we are with Mrs. *****’s dissatisfactions.
  To address the comments made by Mrs. ***** that she paid for her Pavers months ago.  As a growing company, we have established a policy of requesting partial upfront payment from our customers before providing services. This is primarily to ensure that we can procure the necessary materials and resources for their specific project. It is important to us that we maintain transparency and ethical business practices, and we do not utilize funds from one customer to finance another project. By requesting upfront payment, we can effectively manage our financial obligations and allocate resources appropriately.  Additionally, in our financial practices, it is customary for us to refrain from paying our distributors in advance for materials and supplies when placing an order. Typically, a small deposit may be required, but this is not typically requested until the materials are in production. Our payment is usually based on an invoice that is issued after the items have been shipped, and in some cases, we may receive the invoice with a payment term of 30 days.  This approach allows us to maintain a responsible financial management system, ensuring that we pay for goods only after they have been delivered and verified. It also provides us with the opportunity to review the quality and condition of the materials before making the final payment.
  Although we can appreciate the enthusiasm and eagerness that our customers feel to begin their pool projects as soon as possible, we would like to clarify our approach to providing definite start and finish dates for pool projects. Due to the inherent nature of construction projects and the multitude of variables involved, such as weather conditions, unforeseen delays, shipping issues, and change orders, it is challenging for us to provide exact timelines.
  External factors beyond our control, like weather-related constraints or industry-wide shortages, can significantly impact project schedules. For example, the concrete shortage that occurred in late 2022 had a widespread impact on the pool industry, resulting in delays and disruptions. We even participated in a news segment on ABC 6 highlighting this concrete shortage issue.  These delays not only affect the individual project in progress but also have a cascading effect on subsequent jobs and overall workflow. Pouring concrete in winter conditions is not feasible, and therefore we must wait for warmer weather to ensure the quality and longevity of the construction.
  We strive to manage projects efficiently and maintain open lines of communication with our customers to provide realistic expectations regarding timelines. However, it is important to acknowledge that unforeseen circumstances can arise, and we appreciate our customers’ patience and understanding as we navigate these challenges to deliver a high-quality final product.  Rest assured that we are committed to completing Mrs. *****’s projects in a timely manner while ensuring the utmost quality and adherence to industry standards.
  Fun Time Pool and Spa is committed to going above and beyond to ensure a positive end result for Mrs. *****'s project. We acknowledge the importance of constructive communication and finding effective solutions to address any concerns or issues that may have arisen. Rather than engaging in bashing or negativity, our focus is on fostering better understanding, improving communication channels, and working collaboratively towards a satisfactory resolution. We are dedicated to providing exceptional service and delivering a successful outcome for Mrs. *****'s project.  Thank you.  
  

  
  

  Customer response

  06/23/2023

  It is apparent that Funtime pool and spa spends more time crafting these responses than actually solving problems. 
  Again, not a single thing has been since since my initial complaint to actually solve the problem. NOTHING. 
  Funtime did provide me with a handbook after I asked for one MULTIPLE times. Tasha Jones (my initial project manager who has since quit) emailed it to me apologizing for the delay. The handbook simply outlines the process for construction, it does not give timelines. Furthermore, the handbook illustrates the process for concrete that didn’t happen on my job. 
  Funtime loves to stress they are trying to communicate and solve the problem in their pretty responses but they have done nothing to actually do so. I have countless text and email records. If this ever goes to litigation all of it will come out in discovery. They now seem intent on trying to flip the blame on me when all I have done is pay them and expect a job be done correctly and in a timely manner. Why do I have to spend hours a day managing this situation and trying to get them to work? 
  They seem upset about my true review on Google. They have the nerve to accuse me of enlisting other people on my job to leave negative reviews. I assure you- I never enlisted anyone. These people are onsite daily and see what is happening. They see Funtime’s mistakes and the lack of effort to fix them. 

  This situation remains unresolved. How many times do we have to go back and forth? Funtime has done nothing to rectify this 

  
  Regards,
  
  ********* *****

  Business response

  07/11/2023

  
  Dear ***** ******
  
  Thank you for your email regarding the complaint filed by ********* ***** against Fun Time Pool and Spa, Inc. We appreciate the Better Business Bureau's efforts in facilitating the resolution process.
  
   
  
  First and foremost, we want to reiterate our commitment to resolving disputes in good faith and maintaining the high standards expected of a BBB Accredited Business. We value the opportunity to address any concerns and reach a satisfactory resolution for all parties involved.
  
   
  
  While we understand that the conciliation efforts have reached an impasse, we remain dedicated to finding a mutually acceptable agreement. Considering the next level of dispute resolution, mediation, we embrace the opportunity to engage in a constructive dialogue with the assistance of an impartial third-party mediator.
  
  We appreciate the role of the mediator in clarifying and reframing the issues at hand, facilitating effective communication between both parties, and assisting in the identification of interests and potential win-win solutions. We recognize that the mediator does not decide the merits of the claims but rather aims to foster an environment conducive to reaching a fair resolution.
  
   In light of the aforementioned, we confirm our willingness to participate in the mediation process. We believe that this approach aligns with our commitment to addressing concerns in a transparent and cooperative manner. Furthermore, we understand and accept the terms outlined in the Agreement to Mediate, including the voluntary nature of the mediation process and our obligation to make sincere efforts towards resolution.
  
  To schedule the confidential mediation session, please provide us with the available dates and times for consideration. We are open to conducting the session via video conference, phone, or, if logistically feasible, in person at the BBB office as specified in your email.
  
  We greatly appreciate your assistance in facilitating this mediation and commend the Better Business Bureau's commitment to promoting fair and equitable resolutions. We look forward to working collaboratively towards a mutually agreeable resolution that addresses the concerns raised by ********* *****.
  
   
  
  Thank you once again for your attention to this matter.
  
   
  
  Sincerely,
  
   
  
  Thank you,
  
  
  
  Dell Violette 
  
  Fun Time Pool And Spa 
  
  Office: 740-506-7721 Ext. 101 
  
  Email: [email protected] 
  
  Web: www.funtimepoolandspa.com 

*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. ↩