ComplaintsforLuxury Pools & Living

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a pool put in beginning in November 2020. Everything was complete by spring of 2021. We had issues with this company along the way. Broken sidewalk, part of it being our neighbors and while we understand this can happen and we signed a contract concerning this, they still did not use proper equipment to even try to avoid it. We were told it was being used at another site. One of the workers backed into our mailbox and knocked it over. We had to complain and they had to replace it. All of our paperwork and booklets were left attached to the equipment and no one told us it was out there and for the entire winter season into spring, it was drenched in water. I was told it was no big deal. On top of this, any emails and calls we made were either ignored or we were sent very curt responses. It was a nightmare to get any communication from them unless it concerned them getting money. That's where we are now. We paid $290 plus tax for a total of $311.75 for Luxury Pools to open our pool. We could have saved $20 to do it ourselves. We did not. A guy came out on April 19, 2022 to open it. I have the list of guidelines for what they are supposed to do which I will attach. It was not completed. I emailed ******* (I do not know her position but she seems to be the only one in contact with anyone) and was told he didn't have time to fill the pool therefore he could not clean it. We had THEM open the pool. THEY took the cover off. Part of the process is for him to start the fill and clean and if time doesn't allow, they have to schedule a second visit. I have emailed her again and the owner twice and left a message. No response. Our new problem is that we tried to balance the pool today and can't enter our calculations on the website because they shut our account down. WHY?? We have to enter that info to ensure our warranty. We have done nothing to cause this ridiculous treatment.

  Customer response

  04/26/2022

  I would like to add this response to my claim #********** is from ******* at Luxury Pools after I asked why our pool wasn’t cleaned in which we paid for.Please note* they closed our pool in November and out the cover on. They opened our pool on April 19 and didn’t clean it because the water was low. We amount we paid included taking the cover off, filling, and cleaning.

  Business response

  04/27/2022

  On 3/1/22 the ******** family requested and paid for their pool opening for the week of 4/18/22.
  
  On 3/7/22 our office sent over an email (which Mrs. ******** included on her complaint) that clearly states we will not leave hoses running when the tech leaves and if the pool is not up to level by the time the tech leaves the homeowner is responsible to resume filling the pool. 
  
  The email also included a copy of the paid invoice along with a copy of what is and is not included on pool openings.  That document states that we will fill the pool – time permitting.  If the pool water level is not up to the skimmer, we are unable to provide an initial vacuum on the pool.   We are able to brush the walls and leaf rake the pool which is what we did for the ******** family.  There is nothing stating that if the vacuum cannot be performed or if the water is not up to level that we will schedule another time to come out.  That is not part of ‘opening’ the pool but rather maintenance.
  
  Their manufacturers warranties are still intact and they are able to keep their own chemistry records via written records in order to satisfy the manufactures warranty requirements.  We  provide access to downloadable record keeping sheets on our website.  In addition to the record keeping sheets, we also provide a copy of all manufacture’s equipment manuals and warranty information,  their owner’s manual binder. 
  
  Despite repeated concessions on multiple topics, we are consistently unable to meet the ******** family’s expectations.  Mr. ******** asked for a $40 credit during a conversation in our office on Tuesday. We are instead issuing a refund in full of $311 ($290 plus tax) for the pool opening.

  Customer response

  04/30/2022

  The issue I have with his side of this is the fact he is not accepting responsibility for the way the pool opening reads on their website versus what they are actually going to do.  They closed our pool in November and put the cover on.  When that happens, the water level needs to be below the skimmer so it doesn’t freeze over the winter.  If the water level needs to be that low, naturally it will need filled.  There is no statement on their website explaining that when a cover is left on, the pool needs filled due to keeping the skimmer from freezing.  The power of  deduction is if they take the cover off and clearly can’t fill it and clean it at the same time, they shouldn’t offer to remove the cover at all!  ******* told me he didn’t have time to clean it because it needed filled.  This is nonsense then for the company to even OFFER services of this nature.  We would have gladly taken the cover off and saved ourselves the extra $20 and filled it as they charge for this service.  This is the first time we have ever owned a pool and the first time we had it opened.  We had no idea the rules that are laid out on their website did not apply.  They simply need to be understanding to how the customer sees it and going forward. change how it is explained to customers.  We were only wanting what we paid for according to their site.  Better communication concerning how the pool is filled and cleaned needs addressed.  My husband went down there and talked to him and he told my husband we were no longer part of the luxury pool family.  We have felt that way since they cashed our first check to put the pool in.  Now they have taken away the chemistry calculator because they feel we don’t fit in. That, too, was part of what we paid for in this pool package.  I am highly disappointed that they only see their side and aren’t looking into any of our concerns.  They responded to very few emails since the beginning of the process.  If anyone would have just reached out each time there was a concern and let us know the process, procedures, and any follow ups needed, we would be a lot more patient.  Instead we were always chasing our tail trying to get follow ups and responses.  The lack of communication and concern for the customer after they get paid is disturbing and I actually had a phone conversation with **** ******** about this exact thing.  I was told he would be on top of things and make sure we not left in the dark if we had questions.  I reached out to him about having extending the amount of concrete being  poured and he never got back with me so we just dropped it.. we knew we would t hear back and we were wasting our time trying to get the concrete expanded.  THIS is why we are frustrated.  Lack of communication and clarity.
  Regards,
  
  Sally ********

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