ComplaintsforKB Custom Pools LLC

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home in 2016 that had a pool built by KB Custom Pools in 2014. Only 2 years old at the time. In July, I received a water **** saying I had used ****** gallons! After I returned home and started looking around, I finally figured out where the auto-fill shut off was for the pool. Turned it off and it immediately started losing water. To the tune of 3 inches per day. So I dug out the paperwork on the house to figure out who built the pool. KB Custom Pools. I tried to contact them with the number on their website. Invalid number according to the message. I sent a contact message via a form on their site. To be fair, Bo contacted me the next day and apologized that their number didn't work.I explained my problem. He remembered the pool. His very first response after that was "I don't recall seeing a warranty transfer for that pool". Uh oh. Not a good start. I asked if he could check it out and see if they could figure anything out. He said he would send somebody in 2 days due to expected rain.On the 2nd day, someone did show up from KB. The first words were "Wow, you have a serious leak." Then "We need to drill holes and insert a scope to see what is going on." Then, "I need to go back to the office and look at pictures."And that was it. No further contact. I had to ****** them to get a response. And the response I got was, "You have a plumbing leak." And then some more about the cost of leak detection and possible repairs and no warranty, etc., etc.And that is it. "Sorry and good luck."When I contacted this company about the problem, they told me I had to "transfer" the warranty and that it would cost $14,000! So I obviously said no way.He told me the only way to find the problem was to drill holes in the side of the pool and that it would cost $1,200. I said no. He then left me several harassing voicemails.I believe this warranty charge to be a scam. The problem should be resolved in a fair and equitable way.

  Business response

  07/07/2022

  ***************** purchased a home with a KB Custom Pool that the previous owner built. When a home is sold KB gives the prospective buyer a warranty transfer opportunity which cost 10% of the original contract price. Most of our clients in Rough Hollow see this as a great value and we have helped many new buyers in this neighborhood navigate that process. ** refused the warranty transfer and basically told us it was a a rip off. That is his opinion so we moved on and respected that choice. A year later ** called me in a panic about his pool leaking. I had an inspection completed within 48 hours and identified a plumbing leak which was likely caused by movement as his pool was about 10 feet above grade. I have never done business with this man but I did try to help him. I explained that plumbing for any pool comes with a 1 year warranty. Since that had expired 24months prior and since he did not transfer the structural warranty, I would have to charge for the repair. That total repair was under $1,500 I believe. He screamed at me on the phone and threatened to cyber bully my family owned business through yelp, ******* and any means necessary. He has certainly followed up on his threats. **'s needless harassment is unnecessary and malicious in nature. I offered to help him and he simply could not afford our services. I wish him the best with his pool ownership. 

  Customer response

  07/08/2022

  Complaint: 17532717
  
  I am rejecting this response because:
  

  His comments about me bullying him are a flat out lie and libelous. I never threatened him or anyone. In fact, it is the exact opposite. He verbally harassed me and left intimidating voicemails. I still have these messages saved for when they can be introduced in court. The owner also showed up at my door unannounced and banged on it trying to get my attention. His actions are of a bully with no regard for people.

  A quick search on various review platforms easily show I am not the only person in my neighborhood or surrounding area that has had a bad experience with this owner/company and been treated in such an inappropriate way. This company is dishonest and it starts with the owner.
  

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

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