ComplaintsforQuality Pools & Spas, Landscaping & Design

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Quality pools installed a non-functioning heater/chiller in our pool installation and has yet to resolve after 8 months. April 15th, 2022, we had water put into our new pool instruction. May 17th, 2022 the review of the pool was conducted demonstrating how to use the equipment. The Chiller/Heater was not demonstrated to be functioning as the demonstrator did not know how to operate. Every month we requested how to work and after 3 months, it was realized there was a problem. Now, after 24 attempts to get the equipment replaced the owner, ***************** is now punting to the manufacturer and refused to refund and remove the equipment that was never functioning. The pool information did not include the chiller/heater nor did the checklist ever include running through the equipment to make sure it worked. I have contacted the owner after dealing with the office manager multiple times and with no resolution. He does not return calls and very seldom emails.

  

  Business response

  12/13/2022

  This is a manufacturer warranty claim. This is the communication that has transpired between Quality and the Customer. We have worked to get the warranty taken care of.
  April 18 2022: Had storm and customer thinks it effected the electrical
  April 25 2022: Had Orientation between customer and **********************.
  May 18 2022: Great Job Email sent to Quality from customer.
  August *******: First Call about heater, Quality again registered the Unit with ******
  August 12 2022: I (QP Admin) reached out to Reypak via email
  September 15 2022: Reached out to Reypak via email again
  
  September 19 2022: Sent to customer - ******** ********************** **** will be contacting you about coming out to look at your heater/chiller. They are being sent out by ****** who made the unit. I have given them your contact information that way you guys can schedule the appointment for whenever works for you!
  
  ******** pool closed the case right away which led to me calling ****** and the assured me that ******** would still go out
  
  October 4 2022: North ************************* reassigned to claim

  Customer response

  01/03/2023

  I contacted the owner with this email giving him time to respond or have a call with me. I want to continue with the rebuttal of his claims as he is not accurate. I have text messages with time stamp on them showing contradiction from his claims.
  
  He has not responded. It is a lot of information. How should I provide.
  
  Coincidentally I have one of the referrals is now in dispute with him.
  
  Their company is sexist and any woman that is strongly enough to stand up to them they ignore or even turn their back physically to talk to a man.
  
  *********

  

  Business response

  01/05/2023

  Really confused about this customer. I did call and talk with her, the heater has been replaced, and per this email she sent me last night she never responded to you on 1/3 or 1/4.
  
  *****************
  Wed, Jan 4, 5:18 PM (17 hours ago)
  Did you seriously continue your bbb complaint?
  
  ********* Choinsk
  Wed, Jan 4, 6:27 PM (16 hours ago)
  No I did not I told them you called me when you did Sent from my iPhone

  Customer response

  01/05/2023

  The owner finally contact me when I sent my email to you.
  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They contracted a electric company to do the electrical work and this work is completely done against code. They buried the electric wire 12 inches deep which is against code. The wire is now broken into 2 pieces and exposed causing extremely danger. We contact them every day to get this resolved and we have yet to get an answer as to when they will get this taken care of. They keep pushing it onto the electrian, but they were hired by this pool company. Need this resolved before anyone gets injures occur.

  

  Business response

  01/22/2023

  Business Response /* (1000, 5, 2022/11/28) */ The owner is correct, the wire was not buried to code. This was discovered when the landscaper they hired cut the wire in two places burying palm trees. The landscaper is going to redig the trenches this week to the appropriate depth and a new electrician is going to run new wire to code to reconnect equipment. That was communicated to the customers by the landscaper and Quality Pools last week. Consumer Response /* (2000, 7, 2022/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes but it should have not taken over a month to resolve an issue that technically could have and still can end up with someone getting hurt until this matter is resolved. Consumer Response /* (3000, 12, 2022/12/07) */ This issues still has not been resolved and we are still waiting for Quality Pools & Spa to fix all the issues. Specially the major issue for the electric which is creating a hazard, and someone could be seriously hurt with the exposed wires. Not sure how a busy can get away with something like this. This company needs get fined for this for each day it goes by and not fixed. Business Response /* (4000, 14, 2022/12/09) */ New conduit was completed 12/7. Electrician was onsite 12/8, re-run all new wire, went over operation of all units with Husband, and confirmed everything was working. Our Service manager is going by today to check on any additional open items. The visit by the electrician was confirmed with the complaintant (Wife) which she confirmed by email. Consumer Response /* (4200, 16, 2022/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) None of the work performed by any subcontractor has been overseen, coordinated, or personally inspected by an employee of Quality Pools at any time, including this time, is the biggest problem that needs to be addressed. The new electrician has now blocked access to the panel itself by running his conduit and power lines directly in front of the panel door such that it doesn't open properly without having to push the 2" conduit out of the way and pull/lift the panel door over and around the conduit. When we pointed this out to the electrician who was onsite, he mostly shrugged and pointed "that is where the conduit was left so I had no other choice", which of course he did, he could have moved the conduit to a more acceptable and logical location, not blocking the panel door, before running his power line through it, but it was 4:30pm when they showed up and started so we were once again an afternoon side hustle rush job. None of these subcontractors would accept or do work this low in quality or care in their own homes but they find it acceptable to do that work here in our home. Quality Pools does not provide any onsite oversight of their subcontractors and does not make an effort to coordinate the work performed by different subcontractors which has left the project with numerous issues that take weeks to resolve and repair. Ie, the subcontractor who ran the conduit close to the panel is a different subcontractor than the electrical subcontractor but no one from QP or the electrical subcontractor was here to confirm where the first subcontractor was supposed to end his conduit, and then the electrician doesn't want to try to dig up and move the line so he just blindly connects his flexible tubing and blocks access to the panel. Additionally, in this case, the first electrician illegally buried wire on October 22nd. Quality Pools finally "fixed" this on 12/8 after numerous calls to their office and this BBB complaint on the 7th. While the original problem of illegally buried wire is resolved, there are now new issues with the quality of the work done which has been the consistent experience we have endured for over 4 months. Business Response /* (4000, 18, 2022/12/15) */ The electrician is set tp return on 12/16 to do a better cosmetic fix on the wire. He originally just wanted to get everything running since that was the major concern of the owner at that time. They don't have a full idea of when we followup on our employees and sub-contractors so that statement is a stretch at best.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Quality Pools installed an in ground swimming pool and, under separate contract, installed a 6 foot high stucco wall around the pool. I reviewed the contract for the stucco wall and it is silent on dirt removal involved in installation of the foundation for the wall. In talking with other contractors, normal business practice is dirt removal is included in the construction of such a wall. Now the piles of dirt are washing on to the patio stone. When I asked, Quality Pools responded that this is a landscaping issue that they are not responsible for as well as the bare cinder block showing at the bottom of the wall. What should be my next step?

  

  Business response

  11/27/2022

  Business Response /* (1000, 5, 2022/09/23) */ Landscaping was not part of the original contract as we have discussed with Mr. ******** before, during, and following completion of our scope of work on the project. True other companies may include this, but I am sure they build it into their price. Mr. ******** did not contract with us to do any landscaping, as noted on his contract. We did several items for him outside of our contract that he was required to do to allow us to keep the project moving, but we did not do this scope of work he is referring to. He had his final orientation, TWICE, and signed off that our project was completed to include paying us in full for the scope of the contract. Consumer Response /* (3000, 7, 2022/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Quality Pools continue to contest that dirt removal in connection with building the stucco wall is a landscaping issue. Reviewing the contract, dirt removal is not the responsibility of the customer. The Company changed the landscaping by piling up the dirt such that the ground level is now a foot higher than the pool level causing run off of dirt into the pool. Quality pools responsibility to put the "landscaping" back to its original state. Business Response /* (4000, 9, 2022/10/03) */ Contract clearly states customer is responsible for landscaping, and they even initialed that part of the contract.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a brand new home built by Arthur Rutenberg Homes in Myrtle Beach, SC. I closed on the home 12-20-2019. The builder uses Quality Pools to build their pools. Since I have moved into my home no one other than Quality Pools have maintained my pool. I have had issues with my pool leaking since I moved in. After more than 5 attempts to figure out the problem I think we have fixed that problem a few months ago. Which now brings me to this complaint. My heater in my pool no longer works. I contacted Quality Pools to check it out. Their response and I quote... "You need a new heater and it's Five Thousand Dollars". My understanding is that I have a 3 year warranty on the heater. I am being told from my builder the owner of Quality Pools Bill S*** stated the following... "He said that it is correct that Pentair does have a three-year warranty, but if you look at the exclusions, heater coils are excluded. He said because the water runs through the coils and there is so much variance as to how people treat their water, water can be too acidic,etc, they exclude this part because the water has to run through it to be heated." The key word here is "how people treat their water". For 2 1/2 years since I have owned my home NO ONE other than Quality Pools have maintained my pool. I feel they are the professionals and I pay them to make sure my pools and levels are correct. I would like for Quality Pools to reach out to the heater manufacturer and replace my heater with a new one. I feel I have done everything in good faith to maintain my pool and have paid Quality Pools to do so. I am only asking them to stand behind the product that they represent. Sincerely, *** ****** XXX-XXX-XXXX

  

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/06/23) */ The heater is not under warranty. We, and the home builder has had numerous conversations with Mr. ******. We directed Mr. ****** to Pentair Claim department if he wants to file a warranty claim for them to evaluate. Since the pandemic, warranty claims go directly to pentair by the home owner. Consumer Response /* (3000, 11, 2022/07/13) */ I could not respond in 7 days because it took longer than that for Pentair to send representative out to check to see if my heater will be covered under warranty. The company that Pentair uses to check the heater came out today. Their findings are the chemicals in the pool have been out of balance or the is too much or too little water flow through the coils. They also found that the incorrect diameter pipe going into the heater was not correct. Also I pay Quality Pools $65 a week to maintain my pool and equipment. No one else has touched my pool. With all that being said I cannot fathom why Quality Pools feels that they have no responsibility in my heater not functioning properly when they maintain the chemicals and the proper maintenance of the pool. Please help me understand if these are the cause why do they not feel some sort of responsibility. Thank you, *** ****** Business Response /* (4000, 13, 2022/07/14) */ "Their findings are the chemicals in the pool have been out of balance or the is too much or too little water flow through the coils. They also found that the incorrect diameter pipe going into the heater was not correct." No report of the site visit by the rep was included. How do they know what the water chemistry was? We have records of all of our visits. The pipe used is consistent with standards and used for all equipment sets.

*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. ↩