ComplaintsforPrestigious Pools Of Central PA

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired and put a deposit down for work that was not finished. They sent an incompetent crew that removed our pool liner which caused more damage to our pool and they never came back to finish the job or fix the damages they caused by removing the liner. Many things changed from the time we hired them due to the pandemic that they used as an excuse to not give our deposit back or finish the work they started. They are not capable of writing effective proposals of the work they say they will do or provide timelines for the work to be done. Always, massive confusion between the angry ring leader, the mother and the wife, expecting us to outsource their concrete workers without seeing the type of work or costs associated with the type of work they claimed their "crew" can do. We decided to part ways and requested a refund as they were not able to produce any of the work they said would get done, they get very offended when you ask questions, they projected their shortcomings onto us as if we were an inconvenience to them. The pool pictures below is how they left it with garbage laying everywhere and incorrectly placing the concrete pad for the equipment. To date, no contact from them and we have not received our deposit request. They conduct unethical practices and create illusions to blame the customer for their lack of producing effective work that they claim they can do.

  Customer response

  03/27/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Prestigious Pools Of Central PA regarding complaint ID ********.
  
  Regards,
  
  *****************

  Business response

  03/27/2023

  “We” (Prestigious Pools of Central PA LLC.) want to start by explaining the timeline of events
  that occurred.
  Contact with this customer started in 2019 when we agreed to do a liner replacement for them.
  You will see a copy of the contract attached to this email. After the agreement was signed, the
  customer contacted us stating they needed to delay the project because they were doing home
  improvements on their own and it was taking longer than expected. We told them just to reach
  back out when they were ready. In 2021, they finally reached back out to us to add different
  extras to their contract and also requested information about pool cabanas. We proceeded with
  ordering the liner at this time since we were under the impression that they would be ready for
  installation at the end of the season.
  We then heard nothing from them until the start of 2022 when they called to be put on the
  schedule immediately. At this time, we already had a full schedule and needed them to be
  flexible on their installation time as we were with them over the previous 3 years. We already
  had pool installations in progress for the year so we could not just abandon those customers in
  the middle of digging.
  The customers continued to push us to come out immediately so we agreed to send our crew
  out to start cleaning out the pool including tearing out the liner. At this time, the equipment pad
  was poured and the liner was removed and it was noted that the pool would need repairs done
  to the bottom.
  This occurs naturally over time and it is something that is accounted for under their contract.
  Any and all pool bottom work that is minor issues we will repair, anything major issues will need
  to be discussed with the customer, and the cost agreed upon. This is when the conversation
  about work opened up.
  The customer wanted additional items at this time. They expressed they wanted to move the
  pipes and the pool equipment to a new area. They wanted the equipment pad moved that was
  already poured by us, new skimmers were needed already since they were already broken.
  They also wanted new concrete poured and the old concrete removed. There were many
  changes that they wanted so we sent an updated proposal with the cost of this work. The
  customer was going to the bank to get the loan approved to pay for these items. We scheduled
  concrete for September and had them on the schedule to complete the work in August to have a
  fully functioning pool.

  Then we were blindsided with a text message stating they wanted a refund and no longer
  wanted to continue with the project. After we had spent hours in meetings and discussions with
  them, to determine what they wanted exactly so they could have an operational pool. We even
  sent them pictures of other pools and concrete work we had done to reassure them of our ability
  to handle the project since it had been 3 years since they signed the contract. With all this said,
  we were more than willing to work with them and get this figured out for them until they opted to
  pull out of the project via text message.
  We were sent a message stating they were involving a lawyer and they no longer wanted us
  working, because of this, we did not return to the job site effective immediately. The trash that
  was left behind was the customer's pool liner that we cleaned up which is ultimately their trash.
  With everything that occurred, a full refund is not something that we are willing to offer.
  We are willing to offer a partial refund for the total of $3441.02 but there are stipulations.
  The total deposit paid was $5735.00.
  We have made deductions for the following: The cost of the liner and the equipment pad that
  was poured.
  Here are the following reasons why those items will not be reimbursed:
  ? The liner was custom ordered for their pool.
  ? We are not able to sell it to anyone else or return it since it was a special order item. But
  if at some point they want to have another pool company complete the work, they will
  already have the liner for installation.
  ? I am not including the cost of the labor to go out to measure or the labor for tearing out
  the liner that was done.
  Secondly, the equipment pad was poured exactly where the customer wanted it. The old
  equipment pad was in the same place and all the piping was run to that exact spot. We had the
  customer come outside in person to confirm the placement of the pad. They only decided they
  wanted to move the equipment pad once the conversation started about the work that needed to
  be done and that was after it was already poured. We had discussed trying to move it with a
  forklift to accommodate what they were looking for.Therefore, we will not be refunding the cost of the equipment pad.
  Also, the main stipulation of processing this refund is “we” (Prestigious Pools of Central PA)
  want a letter signed by the customers that they will remove any negative posts or reviews on
  social media. We do not feel that the comments that were posted about the “geriatric working
  crew” are appropriate. We at Prestigious do not discriminate against people for any reason
  including age.
  We will not tolerate discrimination of any sort directed towards our business or our employees.
  They are judging and reviewing us without actually letting us complete any part of the project
  which is not fair. If the customer is not willing to remove their reviews and posts, then we will not
  proceed with the refund.

  Customer response

  04/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  They stole from us, removed our pool liner, and made up excuses to never return which overall caused much damage to our pool.  They continue to reflect their negligence and shortcomings onto us.   They are liers, cheaters, and thieves conducting unethical transactions.  They owe us our full deposit and for the damages they caused by removing our pool liner, we don't owe them anything.  We appreciate the BBB for your help and support with this issue we are experiencing.  Our attorney will be in contact.  
  
  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. ↩