Complaints

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 2021, pool construction starts.April 2021, shotcrete finished.April 28, 2021, I informed Pool Envy via email that we intended to leave the ********* of the pool shell exposed. Due to slope of our yard, west side of pool is raised about 48" above grade. Informed Pool Envy that ******************** would allow ** to not require a retaining wall & no dirt backfill against the west wall. Pool was "completed" in August 2021. As soon as the pool was filled with water, within 48 hours, numerous (dozens) of small leaks and seepage points were exposed on the outside of the pool wall (which is visible due to yard slope). Pool Envy claimed it had never seen such types of leaks before, and numerous "tests" were conducted to try and determine where the leaks were coming from or how they were caused. No solutions were found by Pool Envy. At this time, I withheld funds because of this concerning issue. Pool Envy did not seem to have a problem with the funds.Fall of 2021 - Fall 2023: dozens of text **************** calls were sent to Pool Envy asking for work to be done to fix the leaks/seepage. Pool Envy continued to agree the leaks were problematic & "not normal". Pool Envy did "ATTEMPT" to fix the seepage by waterproofing & stucco the exterior of the pool shell. It did not help or fix the problem. Now the stucco is wet & has seepage spots Oct. 20, 2023: sent text to Pool Envy asking if lawyers should resolve the dispute because so much time had elapsed. At this time, I was told they were not responsible for leaks because I "changed the design". Several other warranty issues were dismissed at this time by Pool Envy because I had withheld money at the conclusion of construction because so many items were not finished. I never even rec'd a copy of the Warranty terms until 10/26/23, TWO YEARS after my pool was "finished", but by that time, they said the warranty was voided.I was strung along for 2 years, and then dropped when I finally demanded a legitimate resolution.

  

  Business response

  12/15/2023

  Message sent to homeowner:
  

  I am in receipt of your text(s) (today and September 22, 2023) and wanted to follow-up with you via email. Per our contract terms and per the rendering (****************************) submitted to you on February 6, 2023, the concrete decking (which was not performed or included in the contract - but GC by you) was installed below the pool wall/coping (which was not the suggested elevation per the contract or rendering - see attachment) and moved your pool to be partially suspended out of the ground. This change was not a part of the scope/contract, approved ** or rendering with Pool Envy and therefore required a difference set of materials that were not included in your contract. If you were to pull all the dirt away from a pool,you would get the same wicking visual you see on your raised pool wall. We have completed the cost to power wall and hydro band the raised areas, to help with the esthetics to the pool wall and agree that this is nothing more than a cosmetic issue. I understand you are unhappy with the way this looks due to normal wicking from the pool and outside ambient temperatures. I believe the best way to resolve this for you, is to wrap the power wall portions around the pool with the 6 X 12 tile/travertine to match the existing pool structure as you suggested on September 22, 2023 via text message. Should you wish to have this performed, please let me know and I can send you over a Change Order for your approval.  Please let me know what product you wish to wrap the power wall with so, I can get some pricing together. (Provided quote on 10/24/23). In addition to above communication to help address his cosmetic change request and any other warranty requests, we conveyed that any warranty work (which had since expired by over a year) was not active due to failure to pay per the contract terms of his contract (material breach of contract voids any warranties laid within his contract). 

  Customer response

  12/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: Pool Builder was notified of the "change" in pool decking elevation on April 28, 2021. At this stage, only the concrete pool shell had been completed.  Pool Builder claims we CHANGED the project scope, which is not true.  I never committed to any formal concrete decking design as that was something Pool Builder was NOT going to be responsible for. I informed Builder that there were several options I was considering, all of which he said were fine and not a problem. After informing the Builder of the decking design on April 28th, he confirmed via phone call that it would not be a problem and "sounded like a great idea".  Never once in any discussion did Pool Builder provide any concerns over the final pool decking design. In hindsight, after talking to several other pool builders, a different type of waterproofing membrane should have been utilized BEFORE the pool was plastered, and it could have been done on both in the interior and exterior of the shell.  None of these steps were taken or suggested.  It was not until after the pool was filled, and numerous leaks and water seepages were discovered, that Pool Builder decided to use reactionary efforts instead of proactive efforts before the problem ever began. I have TWO YEARS of text messages discussing this particular problem, and NEVER ONCE did Pool Builder mention the "design change"being the culprit or that this problem was not his responsibility.  
  REMINDER: MONEY WAS WITHHELD FROM FINAL DRAW BECAUSE NUMEROUS PROBLEMS STILL REMAINED INCOMPLETE. The pool was not 100%finished, thus 100% of payment should not have been paid.
  

  I now believe that I was strung along for two years so that the warranty period would expire and none of the incomplete issues would be there responsibility any longer. After Builders initial remedy did not fix the problem, he refrained from offering any further solutions.
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool Envy did a complete remodel on my pool, and finished the pool at the end of May 2021. Was told by ****** the owner, the pool had a year warranty on all his work. I started having Pool Envy also do my pool cleaning. In Feb of 2022, we still had problems with all the joints cracking and the grout around the entire pool was cracking and it still bothered me that the overspray of gray was all over the black grout, their pool cleaner (******) also noticed and she let ****** know about all the issues with pictures. It was also brought up to ****** again on the phone March 20, 2022 at the same time I asked for a pump repair. At the end of April, I again left a message with ****** regarding that nothing has been done regarding the cracks and grout repair...no reply. Then again on May 7th, cracks got worse, sent pictures again, no reply, June 13th again..then June 16 again...nothing. Then finally he replied on July 21st, he sent over someone to regrout the black grout, they didn't tape off grout and looked horrible. No cracks were fixed. I asked again on Aug 16, 2022 to get color and cracks fixed. Nothing, followed up again. Then November 3rd, nothing. I asked for the persons info so I could reach out. His name was *****, I asked again May 1st if ***** would please call me, I haven't heard from him in months. ****** responded on May 3rd with his number and he said he left him a message as well. Nothing. ****** never called me back either. On July 22, 2023 I texted again and said I still heard nothing....Said I was going to do reviews, said even your wife in an email I have says "***** knows he needs to do warranty work" still nothing. He said on July 22, "I will forward to the appropriate parties and follow up with *****" I stopped this has gone on since 2021. I have ALL the text messages, all emails backing up all times/dates and responses. I finally had to have another company come out and fix everything. The company JP Pool repair fixed all on 8/11/23 cost was $1500

  

  Business response

  08/28/2023

  Pool Envy completed the pool remodel on May 12, 2021. This remodel did not include the replacement of pool decking around his existing pool area as shown on the attached photo provided by the customer on May 7, 2022 (1 year following the completion). The pool concrete decking around the pool is original construction (age unknown +- 15 yrs).Pool Envys subcontractor coated the existing concrete as part of the remodel. When we received the original request/photo on May 7, 2022 (1 year later), we followed up via phone call to explain how the warranty works and that original concrete not installed by Pool Envy was not considered a warranty item. We further explained that the coating cannot prevent cracks/damage especially to his existing concrete decking around the pool. On July 21, 2022, Pool Envy regrouted the tile next to the concrete as the client requested but again further explained that the cracks and failures, he is presenting is not a product or warrantied item as we did not do the installation. Following this repair, the homeowner wanted someone to repair his pump for which was also original. This is not a Pool Envy pump nor was this a part of the scope of our contract to perform. Following this communication, we have received demands from the homeowner that we write a check in the amount of $900, or we should be prepared for him to report us to the BBB, contact the state contractors board, report to News 9 (his friend),etc. if we did not comply. We responded kindly following these messages/demands stating that we would be happy to assist him with repairs and requested additional information for which we did not receive a response. 

  Customer response

  08/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  The pool was not completed on May 12th 2021. In my attachment, you will see even then I asked on May 12th for ***** to come by and fix pieces. Then next image was after ****** sent his guys out to fix grout on July 22, 2022 which was asked to be fixed a year earlier...then after their work, I asked ****** if I should leave water down for other guy to work on concrete and joints, as you can see no response. Then again marked Aug 16th, I followed up again with no response. Email attached on 11/3/22 apologies for the issues I have been facing with my project, and how ****** hasn't been involved. Then circled in the email, "***** also echoed that you are on his schedule to resolve a few warranty issues." This tells you directly from the owner of Pool envy that they new about the communication issues and how ***** (who was working for ******-Pool envy owner) was still going to fix the "warranty issues" even on 11/2/22! This is how long I have been waiting since May 12th 2021 text message asking for ***** to fix it!!  AND yes I sent a message on July 22, 2023 stating NOTHING was done, and I would contact the BBB, and reviews and yes Channel 9...because who wouldn't after 2 years of waiting for work?? His response (image) "thank you for the notification, I will forward onto the appropriate parties and follow up with ***** and see where he is at on this" Where?? The appropriate party is you, Pool ENVY, ***** hasn't returned my calls or messages in a year, why woud I wait more? Then ****** messeged me again on Aug 1st 2023, "we are working on things" after that, I just stopped had it fixed from another company and moved on. I didn't need to hear "we are working on things" Since 2021? Nope. 

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

  Customer response

  08/29/2023

  The images regarding not accepting pool envy response. Sorry I didn't attached them to that last response.

  Customer response

  08/29/2023

  More information to match up with my response back

  These pictures are all the things that need fixed, just so we are clear on time line from my last response, do you see any black grout on top of the tile? or do you see gray? Thats the gray overspray that ***** did for Pool envy on my pool. Thats why ****** sent out the guys to re grout the mistake to black, but in my previous message I responded, when are the cracks getting fixed with no response.??  This was the first time I heard about "we need to know the age of your pool?" We moved from ********** (lost everything in wildfires in Dec. 2017) We bought this house in 2018, we have no idea what year this pool was built?  

  

  Business response

  08/30/2023

  Per the homeowner's admission and provided photos reattached to their response, this substantiates our rejection to his claim based on the failure of his original pool decking concrete.The failure that they are experiencing is not failure of the product or workmanship but of the original pool decking concrete (+- 15 years old) that was not installed by Pool Envy. This voids any warranty claim, even within the warranty period. 

  Customer response

  08/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  per the homeowner admission? 
  

  just so everyone is clearthis was NEVER brought up until the complaint was made 2 years AFTER the pool was completed. Its clear as day the pool company told me all work is covered for a year, hence why the messages from the owner said guys are coming to fix grout and on 11/22/22 you are on ****** schedule for warranty issues so the whole before age of pool wasnt brought up ever.thats why I was on schedule per owner for warranty issues? Lets let BBB decide, its plain as day this age of pool was only brought up due to complaint. Please provide date and message of proof this was discussed regarding age of pool that would create no warranty. Since you already did warranty work on the grout (which was bad and I had to redo) and statement from email last November warranty work was going to be done. 
  thanks! 

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

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Pool Envy to build our pool. Our pool was plastered March 21, 2021. November 4, 2021, I reached out to *************************, the owner of Pool Envy, due to problems with our plaster. He subsequently stated that he had a problem with who he was using to plaster pools and we were one of several pools with plaster needing to be redone. He said he would make things right and replaster it for **. I have contacted him multiple times over the last year and a half (documented with email and text), asking when we are getting replastered. He still has not scheduled me for replaster. And today, he said that we will owe the cost of labor for the replaster. They said that labor is covered the first year, which is within the timeframe that I made the complaint to them.

  

  Business response

  05/17/2023

  Per our continued and on-going communication with the homeowner, the findings from the plaster company (in accordance with the ***** ************************ & APSP - *********** of **** & Spa Professionals (APSP), the plaster concerns were determined to be cosmetic, non-structural damage caused by improper water chemistry (see published standards in attachment) which occurred over a period of 7+ months following their plaster installation. Following the initial communication received in November 2021, we conducted a visual of the concerns and determined that the plaster was non-structural (cosmetic) and that the plaster company would do a further assessment in March of 2022 (early spring)where they would drain, and acid wash the pool to see if this would remedy some of the cosmetic concerns. In March 2022, the findings were validated by improper water chemistry as most of the visible streaking, checking, etc. was greatly reduced by the acid wash and even confirmed by the homeowner.
  
  Since this initial report, we have continued to work with the plaster company and homeowner to come to an amicable solution that would resolve the remaining cosmetic checking since this is not considered a warrantied repair, given their findings.Per the homeowners request to have the pool replaster, we were able to negotiate a portion of the work (materials) to be covered by the plaster company (for which would not typically be covered and as indicated in their contract), the homeowner would be responsible for the labor. Understandably,this is not the outcome we would want for any of our customers, nor should it be the responsibility of Pool Envy and/or its sub-contractors for the lack of proper maintenance and care of a pool once a project has been completed. It is our desire, to continue to pursue an amicable conclusion to this matter but understand, should the homeowner not elect to pursue the replaster replacement terms we were able to negotiate on their behalf.
  
  
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The owner of Pool Envy, Robert*************, has been non-responsive to multiple attempts to contact and complete work as set forth in our contract. We have been waiting for nearly 10 months for Robert to repair our driveway and remove overspray concrete from our house and other small jobs after work was completed on our pool construction in November of 2021. Robert will either not respond to our text-messaged requests for work to be completed or will offer an apology and a plan moving forward, then nothing will be done. We offered to find subcontractors on our own to complete the work when we were told that Pool Envy's concrete crew was unreliable. Last week, Robert had another pool in our neighborhood being completed, concrete crew and all. We have copies of the contract between the parties, photos of work to be completed and text messages to offer as evidence of his behavior and lack of communication. Those can be uploaded if needed. We do not want money, we simply want the work completed.

  

  Business response

  08/29/2022

  Pool Envy has in completed the requested items on 8/25/2022. We addressed the owners concerns and replaced the concrete as indicated. We appreciate the opportunity to resolve their concerns. 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool completed early 2020. Have tried to verbally interact with them to get some issues addressed with covered under their warranty or equipment warranty. They do not reply to email or text. Per their contract they have warrantied their work and equipment. They did not provide warranty information for the pool equipment installed which appears to me malfunctioning. I have 2 recent emails and a text to the owner that have had no response. **************** has been poor since pool completion and even worse since cancelling their service contract back on Feb 2022.

  

  Business response

  06/28/2022

  To Whom it May ***************** are sad to see this report as we do take every effort to keep all our clients happy. I have attached the email communication for your reference. We did contact **** after receiving his email to terminate his monthly pool service in March of 2022. We did send our technician out to look at the equipment in 2021 and found it to be working properly. In addition, we did do some tile repairs that were out of warranty in 2021 at no charge. We have since expressed to him verbally, that we cannot discharge the overflow pool drain to the ******************** sewer. He disagrees with this as he indicated his plumber told him otherwise. In addition, we told him his warranty expired in January 2021 and to let us know if he wanted us to give an estimate to repair/replace. We are happy to provide a copy of his contract which indicates that equipment is covered under the manufacturer warranty for three years. I have provided them the information for them to call to see if the Jandy rep can determine if there is something wrong with their equipment. 

*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. ↩