Complaints

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Poll renovation paid in full 4-1-21 with a 5-7 day projected timeline to start 7-1-21. Total cost $32,568.98 Work was started 9-1-21 with removal of old concrete. No further progress until the week of thanksgiving. Soils was removed around the existing pool frame. 4 corners of pool wall replaced and cement footers poured. We were told all parts were available and pool would be completed and closed for the winter in 1 week. This did not happen. We tried calling from November until March. No answer and no return call to voicemail messages. First week of April 2022 work crew shows up and says they finally have all the parts and pool will be done in 1 week. We were told in November all the parts were available. We also ordered full length shallow end steps and corner steps were installed without our permission. When asked if another piece was coming to be inserted to extend the steps. I was advised the part ordered was discontinued and the liner was made to match corner steps. Pool can be completed as is or options can be discussed. I chose a custom made bench for the corner opposing the steps. We paid an additional $4000 up front as requested. Advised 2-4 weeks until pool parts arrival and we would be placed back on the schedule for pool completion. Third week of June pool is not done. Status update pool parts arrived and our pool is back on the work schedule and projected to be completed in 2-3 weeks. No progress. We called multiple times no answer no return calls. They finally arrived 8-8-22 and said the pool would be completed by the end of the week. They only arrived Monday and Tuesday and made minimal progress. They arrived the following week and made minimal progress. Advised they did not want to lay grout on Friday due to weekend rain forecast. They did not return until I called to complain. They did minimal work on Friday 8-26-22 They returned on Monday poured grout, placed liner and filled with water on same day. Pool is not done and it’s been 1 year.

  Business response

  10/11/2022

  **** *** ****** ****** job:

  
  In April 2021 a total pool renovation project was discussed and down payment of $5,000.00 was
  received on 4-8-21. At that time the job was to include cutting concrete, digging up and replacing
  disintegrating corners of the pool with new panels, installing new corner steps, patching bottom of pool,
  new liner, new automatic cover system, new salt generating system, and all the labor to complete this
  extensive renovation. Taking a pool that was Grecian shaped, reshaping the walls and bottom, and
  making it a rectangle.

  On 6-11-21 a payment of $12,000.00 and on 7-26-21 a payment of $16,780.38
  were received early toward the project at *** ******** request. This job required the use of heavy
  equipment digging and hauling debris away that is dependent on weather. All parts that were ordered
  by *** ****** were in and available to install November of 2021. The job was halted because of
  winter weather. The beginning of April 2022 work on the pool resumed. The next day *** ******
  came to the store and said he had made a mistake going with the cheaper steps. He wanted to change
  from the corner steps to a bench.

  He was informed that it would stop the renovation until the new
  supplies were received. It also would require the purchase of the additional piece to make the bench
  and a different liner than what was originally ordered since the shape had changed. We offered him the
  new liner at our cost to help him out. He was adamant that this was what he needed to do. *** ******
  made a payment on 4-21-22 for $2,100.00 for the new supplies that needed to be ordered.

  The manufacturer was projecting it would be several weeks until the new products would be received. The
  pandemic caused long delays in this process and we did not receive all of the products until July of 2022.
  He made another payment on 6-7-22 for $2,000.00.

  *** ****** was talked to on the phone and in
  person many times during this period of time. When we received the products, we were in the middle of
  another project. We changed our schedule and worked the ****** job in when we could. In August
  we resumed working on the reconstruction of the pool bottom and the installation of the new bench.
  We were planning to install a grout bottom and liner on Friday 8-26-22 but the customer was having
  their pool water trucked in and the water company was not available to get enough water in the pool
  before the predicted storm over the weekend. Without a large amount of water on top of the liner
  during a rain storm the liner will float and cause damage to the new grout bottom. At this time the
  grout truck and the water truck were rescheduled for the next week as soon as they were both available
  and weather permitted.

  *** ****** was contacted and had all of this explained to him. The grout was
  poured, the liner was hung and the water truck filled the pool on 8-30-22. The next day it rained all day
  and our company could not work at the ****** site so our crew was on another job that could be
  accomplished in the rain for the next two days. After that, work resumed on the job until it was
  completed the second week of September.

  During this time, we had received hundreds of comments on
  our company Facebook and messages because of an inaccurate post that was posted by **** ****** *****l on 9-1-22. When the work was complete, we met with the ******* and they expressed that
  they were satisfied with the end product. Several days later *** ****** paid the balance of $1,465.00
  in our store on 9-16-22. This job was not completed in the timely fashion that we prefer because of
  many factors that have been listed above.

  The supply chain, lack of employees and changing the design
  in the middle of the project have contributed to the delay. There have been many untrue accusations
  made about our company that have caused heart ache and damage to our family and business. We have
  done our best to resolve this situation.

  Customer response

  10/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me for completion of project. I am not satisfied with the owner response to the BBB complaints. In person my husband was told by the owner that the owner had no excuse and the project should never have taken over a year to complete. But once again the response is full of excuses. Obviously the way of business has not changed and unfortunately we will need to go elsewhere for future pool business. BBB has my permission to close the case as resolved. 
  
  Regards,
  
  ****** ******

*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. ↩