Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to be reimbursed for my costs and expenses to make the repairs that the Builder should have done. He would make the proper repairs and forced me to hire qualified contractors to fix the deficiencies and poor workmanship. The work on the pool is not to code and was not properly permitted and inspected. He pulled the pool permit but did not pull the electrical, mechanical, plumbing and gas for the work on the pool. Much of the work is in violation of code and the pool leaks and does not operate properly and the invisible edge spillway is not level and shoots over the catch basin. Ive owned three different homes with a pool for the last 25 years and have never seen such poor workmanship on a brand new pool in my life.

  Business Response

  Date: 05/10/2023

  Good Afternoon **************** received the notification with the complaint filed against ** and I just wanted to bring up to your attention that we've built the pool for someone else who sold the house to the complainer, we designed the pool to the client's specifications and never received a complaint from him at anytime that I can remember of, we've visited the site to meet with *********** and discuss his complaint but what he is requesting from ** to do it is not acceptable he is asking ** to allow him to bring a different pool contractors to re-design the pool to his specifications and we just can't agreed to that

  I noticed that someone perhaps hired by *********** has manipulated the pool equipment from the way the pool has been originally designed we installed a separate pump for the spa and another one for the pool and basin and someone swapped the spa pump to the basin and 1 pump to run the pool and the spa, we applied for a permit from the city as we always do and passed all required inspections, 

  1-Pre-pouring concrete.

  2-Before covering the deck with pavers 

  3-Final 

  I can definitely research the city reports and submit it to you for your records

  We haven't done anything against code 

  In addition *********** complained about a leak 

  We kindly hired a leak detection company to relocate it and fix it and *********** denied him access to the property 

  In other occasions he has stated to me that he will call the police on me and my help if I step a foot on his property not counting the number of times he has called me with threats and very questionable, disrespectful vulgar language.

  If we missed anything at all and there is anything that needs our attention and something we need to address in his pool we are willing to discuss it and resolve it only if we can access the pool with out getting arrested nor disrespected and obviously in between reasons we just can't re-build his pool as he once requested.

  Thank you and please don't hesitate to ask for anything that you may need from ** 

  
  

  
  

  
  

  
  

  
  

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19995459
  
  I am rejecting this response because: This is a complete fabrication of the facts and out and out lies. The pool had many complaints from the previous owner. This pool was final inspected by the ******************** at the end of September 2022 just two weeks before I closed on the property October 7, 2022. I spoke to ********************* with the ******************** about this inspection and all that is performed for a final inspection is the safety of the self closing gates and internal door alarms, grounding and bonding. They do not inspect mechanical operations, gas or electrical. ****** never complied with the code requirements for most of the electrical. Just a few examples are indoor GFI, indoor breaker panel instead of installing the breaker inside the pool control panel as specified in the manufacturers guidelines. These are cheaper parts and products in lieu of outdoor products that are weather resistant. He used electrical tape to repair PVC pipe plumbing leaks. He mounted a junction box 48 below the water line fir the pool lights. This is required by code to 8 above the the waterline and is a catastrophic safety  concern. He used undersized conduit fir the electrical lighting also, he installed 1/2 conduit for wire size that requires 1 conduit per code. This is why it is nearly impossible to replace the defective light without figuring out and replacing the underground conduit. He also put sealer into the conduit at the junction box to stop the lights from tripping the breaker because water was leaking into the conduit from the pool and shorting out the lights. That is exactly why code requires the junction box must be 8 above the water line and is a requirement. He struggled with the construction of the infinity edge spill and getting level so it would spill evenly and instead of using cement he used stucco compound. This insanely irresponsible, but cheap and easy. The reason he couldnt get it to stay level also was contributed by the the fact that the pool was leaking badly at the skimmer because it was installed crooked and was sealed with plaster properly. He had tape covering the cracks and as soon as the tape was removed it went from losing 1 1/2 of water a day to losing 5 in 8 hours. This was causing the pool to sink/settle on the north end of the spillway over time due to the water getting into ground supporting the gunite pool.  There are pictures and written inspection reports of all of these defective issues and much much more. These are fundamental are under warranty from the builder. In fact while addressing other issues with ****** that were under warranty at the home I told him about all my issues with the pool and asked him what pool company built the pool because all this should be under warranty? ****** lied right to my face and said he did not know to hopefully avoid the costs incurred with fixing the pool. ****** is a home builder not a pool builder and tried to save money and build and contract the trades to build the pool instead of hiring a pool contractor that is proficient in building these type of structures. It can verified by ***** with Funshine pools, which is the contractor that ****** hired before I ever purchased the home. He was hired by ****** to fix many issues and ***** told me that he advised him of many of these errors in the mechanical and electrical design of the pool that caused the pool to not function properly and leak and he said that ****** refused to spend the money to bring these issues up to code and make the pool operate properly. Only after 6-8 visits about the pool issues and ****** telling ************ who he contacted to look at my pool, and met with them in front of me onsite, he told them to do whatever it took to fix the pool and he would pay for it. When I told ****** a couple weeks later that the said it would be a complete renovation and was going to cost $47,000 he said he was not going pay that and that he got less than that to build the pool. I told him I was going take legal action and to not come back in my property. About two weeks later I got a call on my cell phone from a leak detection company and he was given my contact information from ****** to do a leak test and I told him that this was going to be litigated and he immediately responded that he was not going to get involved in that and hung up. ****** is twisting this into what he wants future customers to see and not what it is, and that is just plain poor design and workmanship. I have pictures, physical evidence and written reports being prepared by expert witnesses for all of these issues and for my litigation against ******. There will be a complaint filed with the *** as soon as I compile all the evidence and have complete list of deficiencies and costs after everything is fixed and brought up to code so there are no violations.
  
  Sincerely,
  *******************

  Business Response

  Date: 05/11/2023

  This is an inaccurate statement , we always stand behind our work, if *********** accusations were true, why not letting us visit the site and give ** the opportunity to address any issue if any, ** law states that we should be given the opportunity to address any issue created by the contractor who performed the work, this opportunity has never been presented to **, *********** just approached ** twice with a vulgar obscene language denying ** access to the property and with ******, if he was interested on ** assisting him with any of his claims we would've approached, task and resolve what was for us to fix, not using excuses and tricks to get ** to pay for things that we aren't responsible for and just for him to re-design a pool that wasn't built for him. This will be the last time I respond to this accusations Mrs *********************** thanks for the time and efforts you dedicated to this case and if for any reason you need proof of my statement please let ** know, as per ***********, I'm not only looking forward to meet with an LLR investigator but also to discuss this case in front of a judge in the court of law.