Complaints

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/11/24 and 7/12/24 bucks pool and spa installed a pool at my home that I had purchased elsewhere. On 7/12/24 we began filling the pool. Once the pool was filled the wall was collapsing due to improper installation. I contacted bucks on 7/13/24 and told them this. On 7/15/24 the owner came to my house. I was told to get a new upright for the pool and to call once it was in and they would come back. After the upright was in they came back 7/18/24. At that time the installer told me and the owner of bucks that the pool would require it to be completely disassembled and put back up correctly. On 7/26/24 the installers arrived back at my home. At this time I was told that the owner had not authorized them to disassemble and reassemble the pool. They were told by the owner to just “tweak it” to make it look correct. The installers agreed that without disassembling and reassembly the pool would never be correct and just fail again. This entire conversation was recorded via ring camera. I am requesting full reimbursement for all install fees. Reimbursement for the water delivery fee that I was required to get at least one truck load delivered while they were on site at the time of the install and also reimbursement for a new liner as once the liner is cut for the skimmer it is impossible to line it back up again. I am filing a complaint first to hopefully avoid a lawsuit, but if an agreement for reimbursement is not reached I will be filing a civil suit on the matter. I am attempting to be reasonable with my request, however if this matter needs to be taken to court I will also be requesting reimbursement for the 10,000 gallons of water used from my house to fill the pool, the yard damage from driving in my yard without permission when it was not necessary to do so, the dents and damage made to the pool itself and reimbursement for time off work. Installation cost: $2,173.00 Water delivery: $371.00 New liner cost: $636.00 Total reimbursement requested: $3180.00

  Business response

  08/06/2024

  As **** ******** states, this pool was purchased from Valley Pool and Spas.  We were contracted to install the pool – labor only, as Valley had lost their installer.  We were told that the area would be excavated and leveled, and sand would be present.  The failure when the pool was filled, was due to improper leveling, or a spot that sunk with the weight of the water, pushing more weight on that side of the pool.  On 7/15/2024, an installer and I visited the home to access the situation.  At that point, the ground was too wet to work, and in one area (near the filter), it was consistently wet through the entire process.  Coming out of the initial assessment, the resolution that was agreed upon by the installers and myself, ahead of the visit on 7/18/24, was to remove the water, pull in the liner and re-level the legs.  At no point did this direction change to ‘tweaking’, nor was it ever our intent - spoken, written or otherwise - to take down the pool completely, as fully dismantling a pool is hard on components and can lead to further failures.
  When my installers arrived on 7/18/24, the homeowner told my installers that, on the internet, they use pavers for installs and wanted us to do the same.  As this was a labor only job, we declined to supply pavers for all legs of the pool.  (Seeing as Valley did not provide pavers, they must also not use them for their installs, so I would argue that this is not as common a practice as the internet makes it seem.)  However, this did not preclude the homeowner from supplying pavers, or, as I had directed my installer, for us to use one or two if that is what it would take to bring the low spot up to level.  On 7/18/2024, the area was again too wet to proceed.  On 7/26/24, the installers and I were again in communication ahead of the visit.  The same plan of attack was agreed upon: remove the water, pull in the liner, work the legs with a transit to get them level, and then smooth the sand, replace the liner and refill.  When the installers arrived, per my lead installer, the homeowner asked if we were going to put pavers under all of the legs, and he said no.  The homeowner then told them to pack everything up and leave.
  As for driving on the lawn, yes we did, and we do so at every pool install that allows it.  We back in, as close as we can, so as not to waste time due to the significant back and forth between the truck and the site.  The husband of **** ******** was present when we came on day 1, and both were present on day 2, yet no one asked us to move the vehicle.  Only when we were coming back for the releveling did she ask, and to which we willfully complied.  Had anyone asked us sooner, we would have gladly done so sooner.  That said, pool installs are hard on lawns, as an excavator or skid steer was used to level the area, approximately 3-4 tons of sand was delivered to the dig site, and the homeowner himself used a small bucket tractor to move the heavier pieces of the pool over the lawn.
  We were, and remain, willing and able to repair the pool installation.  However, we were never given the opportunity to do so.  We have consistently responded and maintained open communication about our timing and schedule.  I would ask to be given the opportunity to fix the issue.

  Customer response

  08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  The ground was 100% level prior to the coming and haphazardly digging for the install. Luckily the ground being completely level is on camera as well as it was leveled with a laser level and you can hear the “beeping” tone of it from that morning before they arrived when my husband rechecked the entire area. On the day the installation was set up I asked Tom if I needed to provide pavers and was told no, they would provide them. The installer that came on the last day can very clearly be heard via ring camera directly facing the pool so you can see that it is him speaking. He tells both me and my husband that he is not allowed to fix it properly. The pool has been taken down and now installed correctly. I would never allow this company to do work at my property again considering their complete disregard for my children’s safety considering they measured the pool, knew it wasn’t even a circle when they left (also on camera, 24ft pool measured 22ft across and 26ftlong confirmed by your employee) , knew it wasn’t put together correctly and therefore being “professionals” knew the pool would fail. I’m not even starting on the fact that when taking back apart the pool new holes were made when things didn’t line up correctly (should have made it obvious it was installed wrong), half the screws weren’t even put in and where screws were actually put in they used the short screws in the parts that was supposed to be long and vice versa. If the owner would like me to file a civil suit on the matter to include all of the hardware that needed to be replaced (multiple bolts, screws, a bent pool upright), the time to take down the pool ourselves and relevel what they haphazardly “dug out” with a pick, plus court fees I will gladly do that if an agreement for refund isn’t reached by 8/12/24. I would also like to request the company’s Hancock County, WV licensing number to provide this service, as I was told they are in-fact allowed to install in Hancock County, WV but my county courthouse has been unable to find this licensing information when I requested it for the civil suit. 

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

  Business response

  08/08/2024

  Thank you, *******, for providing the videos.  Can you please confirm that the plan I outlined before - drain water, pull up liner (and take off caps and rails, to get to the liner), true-up the legs, and then reassemble - was not communicated to you on the 26th by either installer?  I am conducting an internal review with my employees and will be back to you by Monday, 8/12/24.  Thank you for your patience.  

  Customer response

  08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I am unable to respond to your message without either rejecting or accepting so I apologize if that is confusing.

   As requested via email, I did send over the videos. In the one video you can hear these questions being asked by either myself or my husband:

  Us: So, you are not allowed to fix it properly?

  Installer: She hasn’t authorized us to do that.

  Us: Without removing the uprights and everything how will it ever be right?

  Installer: It won’t.

  Us: So, that means just shove sh*t under the track to make it look right?

  Installer: Yep. Just tweak it.

  Us: What happens to a round pool if it’s not actually round?

  Installer: It will fail. It might not be right away, but it will fail if it’s not round.

  Us: And you’re not allowed to fix it?

  Installer: We had a game plan the other day. We told her how we were going to fix it and she told us Wednesday, then we get a call completely changing it.

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ********

  Business response

  08/20/2024

  **** *********

   I have spoken to my installer.  The failure to communicate accurately was on us.  My installer failed to provide to you clearly, in a way that your could understand, the plan as it was agreed upon (remove water, pull back liner, correct leveling and reinstall).  He also failed to communicate to me your demands, or concerns, so I could not address it while they were at your house.  For that, you have my sincere apologies.

  A check will be mailed for the amount of your claim, $3,180.00.

  Regards,

  Marlayna ********
  

   

   

   

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/8/22: Purchased a Harman P61 from Buck Stove. Prior to purchase I paid $69 for Marlayna G******* to approve the location of the stove;she had no concerns.11/1/22: Stove installed. New pipe installed,to include outside exhaust pipe,due to existing inside pipe being at the wrong angle for new stove. 10/17/23: Stove serviced by local Harman dealer. Said they needed to red-tag my stove. Exhaust pipe did not meet Harman installation requirements. Additional 6 inches of clearance from pipe to grade is needed. Tee pipe foam core adhered inside the pipe incorrectly,preventing cleaning. 10/24/23: Contacted Marlayna via email & certified mail regarding installation and requested she resolve the error. Asked for response via email. 10/26/23: Received voicemail from Marlayna stating they used an existing hole “so that would not fall under our responsibility cause it’s,you know,like if your previous stove was installed incorrectly,and you didn’t want us to do a new hole,and that would be that…”.She stated "we could work something out” but again said “this was an existing hole; we were replacing an existing stove”. She took no responsibility for the improper installation. My prior stove was installed correctly. It was not a Harman Stove. It had different installation requirements. Regardless, it is her employees’ responsibility to install their stove correctly. 10/26/23: Left voicemail for Marlayna requesting response via email.10/27/23: Sent Marlayna response via email & certified mail. She has yet to respond, as of 11/2. It is apparent that she feels she has no obligation to fix her employees’ errors and that she should not be held responsible for her employees’ actions. This is careless on her part.I will now have to pay someone else to fix her employees’ error to ensure that my stove is safe. Please investigate this retailer before something terrible happens due to her negligence. She also needs to be held accountable,to include repayment for the cost of fixing the issue.

  Business response

  12/06/2023

  *** ********

  I apologize for the delayed response over BBB. As I mentioned in my voicemail, and in my emailed response, the clearance requirements are not dictated by stove brand.  I would like the opportunity to follow up with the service provider that 'red tagged' your stove.  Your prior stove was equally out of code to this stove.  I know that this does not fix the issue, but it appears to me that this service provider 'red tagged' your unit out of spite for not getting the sale and install of the new unit.  As I stated, if that service provider installed and/or serviced the prior stove and did not have issue with the exhaust placement, then this red tag was not out of safety concerns.  The code is 12", and the purpose is to prevent leaf/debris build up from getting too close to the hot exhaust pipe (it is an arbitrary measurement, because I have certainly seen leaves exceed 12 inches on the sides of houses, and in other areas of the country that do not get leaf/debris build up, it is just a hurdle that has to be cleared).  Again, I reiterate, this is not brand specific.  So again, if you have operated a stove pipe in this location for multiple years, you are either keeping the area clear, or the area does not get leaf/debris build up.  A reputable service provider would have said that you should dig down, or keep an eye on this exhaust to prevent leaf/debris build up, not red tag a unit.  My lead installer should have offered you the option to either move the hole, or dig it down.  He is no longer with the company, so I cannot say if he gave you that option at time of install.  As I stated, I have no problem coming up and doing the digging myself, so that you can show the proper clearance.  As for the vent pipe, BioVent is top of the line, so his lack of experience with it, does not dictate a lack of quality.  I regret that you could not call me with the cell phone number I provided to you, so that we could have worked this out.  I take issue with how your service provider handled this, and I understand that he has created the impression that you are somehow unsafe with this unit.  Though the installer is no longer with the company, I know that he did excellent work.  I stand by it, and the safety of his installations.  As stated, I will gladly complete the work necessary to pass code.  Please call me at the cell phone number I provided in my email, if you would like to discuss further, or to schedule a time for us to dig this area down.

   

  Regards,

  Marlayna G.
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October 31,2022 installed. $2,250.00 price.was supposed to come back within the next two weeks and finish the work. I have not heard from. I have stopped there five times since the installation and talked to a different employee each time. They were very helpful and courteous to me but that was it never heard anything.the company is very nice I just want my stove finished.it is a natural gas free standing fireplace.

  Business response

  03/16/2023

  Per ****** ********** complaint, I have reached out to the customer, and we have completed the outstanding work as of 2/27/23.  At the end of the day, it was our responsibility to fix his issue.  His stove was operable, but at the time of installation, he wanted a decorative collar to cover the pipe's point of entry, so we had to make a 2nd visit.  That visit fell off our radar.  I take issue with his claim that he called 5 times and spoke with 5 different people - there are only 6 of us, and when I asked the team in our weekly meeting, no one had recollection of speaking to him, and never did he speak to me (I am in the store >40 hours per week, and generally answer the phones at least 50% of the time, so based on normal probability, had he called 5 times, chances are he would have caught me at least once.)  When I called him to get his issue addressed, he told me he called 3 times and spoke to 2 people - one of whom is no longer with the company.  I sincerely regret that he felt he had to reach out to the BBB to get this resolved, but hyperbole was unnecessary.  We absolutely honor our commitments.
  
  Please advise if there is anything else required to address this complaint.
  
  Regards,
  Marlayna
  
  
  Buck Stove Fireplace and Pool

  Customer response

  03/16/2023

  [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. 
  
  Regards,
  
  ****** ******** everything was taken care of. Thank you

*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. ↩