ComplaintsforHawaiian Pools & Landscaping, Inc.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Hawaiian pools because of location. This is my first time owning a pool. I had an initial service where they came out and de winterized the pool. I was told in an email to remove all the things on top of the tarp and to make sure all chemicals and equipment that was needing to be used out. My son and I removed the tarp, come to find out tarp removal was in the price. The tech came out and turned on all my equipment. I ended up having a leak he attempted to fix my leak. It still was leaking in one area so he put silicone on it. The silicone did not hold so it is still leaking from my pump. I spoke with ****** and sent her a video. She gave me a new quote for almost $700 to come back out and add some new piping. Amongst other things. On 3/22/23 they sent a cleaning service tech to my house to clean the pool. They did not vacuum or remove the big sediment at the bottom of the pool. They threw some shock in it and left. The next day 3/23/23 a different tech came out and he threw some white powder in my pool that I was later told was flock and then he left. I wrote an email complaining about the lack of communication and what is going on. I never received a reply or a phone call fast forward to Sunday. I finally wrote an email letting them know exactly what happened with no communication, lack of service and that I was going to look for another company to service my pool. Little to my knowledge the last tech that came out shut off my breaker to my pool my valves and my switches. No email from ****** or Khloe for reconciliation. I want my money back for the services that were not fulfilled. My tarp still sits in my yard and the pool pump is still leaking. My pool has numerous leaves and debris that neither cleaning techs got out before the print chemicals in the pool. Horrible service all around.

  Business response

  05/15/2023

  *****************, I am sorry that you are unhappy about your pool services.  You and I have already spoken about these issues and you were not charged for any of the pool clean-up.  We did remove debris from the pool and treat the pool with chlorine on the first visit and flocked the pool on the second visit to prep it for vacuuming.  I apologize that there was not adequate communication with you on the processes involved.  As you and I discussed, we agreed to not charge you for the time and materials spent on the early stages of the pool clean-up as you wanted to find a different pool company.  You were never invoiced or charged for any of those trips or those materials.  We had another tech come out to turn your pool on at no charge even after you stated that you were going to use a different company and did not want ** to return to vacuum the pool.  Turning off the pool at the breaker is standard procedure while flocking the pool so as to avoid any timers or anyone mistakenly flipping on a switch during the flocking process.  Again, at your request we gladly came back out to turn your pool back on at no charge.  Also, you were never charged for a removal of the pool cover.  We discussed this as well and the type of pool opening you were charged for was our "opening #2" which does not involve ** removing or cleaning the cover.  The "opening #2" is priced at a separate, lower price than our "opening #1" which is the full opening and involves removing and cleaning the cover.  If you have questions about your invoice we can discuss them again.  Please feel free to contact me at ************.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hawaiian Pools built our Gunite pool Summer of 2018 right before COVID. We have always had the monthly pool maintenance by them as agreed upon during construction. This year, 2022, they came to open the pool as usual in April but never showed back up for the monthly maintenance. Calls to the office and emails went unanswered to follow-up on the monthly maintenance as well as report a "crack" that I'm sure was seen when the pool was opened in April. I finally had to stop by the office to get answers on May 5th. In spite of the promise from mgmt to send staff for the monthly maintenance, cleaning and to look at the crack, he (*******************) did not send anyone until a FU email to him and corporate on 7/18/22. Afterwards, he emailed that he came to the house 7/21/22 and treated what he said was scaling (mostly cosmetic) of the 2 ft Y shaped crack we had shown him. On 9/26/22 I emailed him to let him know the crack was more noticeable and larger & he said he would fwd to the construction ***** 10/7/22, 10/14/22 were emails to ******************* to let him know no contact rec'd. 10/26/22 emailed ************************ and ***** as well. Multiple attempts to call with no responses. Crack is worse and we finally had to put a cover over the pool with the huge crack on 11/18/22 because we were paying a cleaning company (since Hawaiian never came to provide that service they committed to) monthly to keep it clean from Fall leaves so Hawaiian could inspect. To this date we have heard nothing from the company to repair the warranted issue that is so embarrassingly unsightly that we did invite guests to the pool this summer.

  Business response

  12/15/2022

  I apologize about any lack of communication or confusion regarding the issues with the weekly
  maintenance and the surface crack in the pool. We have spoken, emailed, and met with you
  regarding these issues, and we will be glad to meet again. For the weekly maintenance services,
  unfortunately your services were suspended at the end of 2021 season due to lack of payment. We
  contacted you at that time and you acknowledged the suspension of services. We do not
  automatically start services back at the opening of the pools unless requested or approved by the
  homeowner. Also, due to the suspension of services the previous year, that time slot for weekly
  maintenance had already been filled and we could not accept any new customers. Again, I
  apologize if that was not adequately explained or communicated. We never promised to start the
  services back on May the 5 th , only that we would look into the matter and see if there were any
  openings coming available soon. Regarding the surface crack in the pool, we met and discussed
  the issue and let you know that it is a surface crack which is cosmetic and not structural. There was
  scaling forming along the ridge of the surface crack which made it more prominent. We came out at
  no charge and did a scale removal in that area so that the surface crack would not be as visibly
  noticeable. Surface cracks are not considered defects in the pool build. They are common in
  natural plaster materials. Surface cracks do not cause leaks or water loss, nor do they cause any
  damage to the other materials or areas of the pool. The scaling that was forming along the surface
  crack is due to water chemistry and is a separate issue. Your current pool cleaning company should
  be addressing any scaling that is showing up in the pool. We do apologize for not returning any
  phone calls and emails but we will be glad to meet at the pool again and discuss the surface crack.

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