Complaints

This profile includes complaints for Texas Pools & Patios's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Texas Pools & Patios

  601 S Bell Blvd Cedar Park, TX 78613-3854

  
• 

  Texas Pools & Patios

  16264 San Pedro Ave San Antonio, TX 78232-3070

  

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:04/17/2024

  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.

  Texas Pool and Patios installed a pool and spa for me in 05/2021-12/2021. Many **mmunication issues during install process, but I was forgiving because Covid was still causing problems worldwide. Seven months after install (July 2022) I have a pool leak. After many emails back and forth, someone came out and epoxy'd the crack, and all was ok. Fast forward to 08/23/2023 and the original crack is leaking again, plus there's another crack/leak on the other side of pool. I submit my problem to ****** the service manager that day. Mid Sept ********************* (Proj mgr?) and the gunite rep **me out, tell me they will have to drain the pool the fix the cracks. Ugh. Ok...two months go by and I haven't heard from ANYONE. Email ****** again. Crickets. Email in December. Nothing. 03/12/2024 a random individual from Houston knocks on my door to repair my cracks NO CLUE he was **ming. I send him away. Email ****** again. NOTHING. Next week same guy **mes and starts draining my pool...all over my neighbors yard! We weren't home when he did this. Call **** he had no idea they were **ming. Pool is drained, cracks get repaired by Houston guy. I **ntact **** on 03/22/2024; he says he will **ntact plaster folks. March 25, text again asking for update. On 03/27/2024 he says he's waiting for plaster folks to call him. TWO weeks since cracks fixed. We've had rain; pool in water is green; mosquitos present. On 04/10/24 I text for update; he will call plaster ** again. I send pics of my pool. It's ugly green. I text on 04/16/24 sharing **ncern about bugs, frogs and now snakes; when I suggest I'm to the point of **ntacting BBB as well as owners, he calls immediately to say they are **ming next day. It's the "next day' and NOTHING.Communication is abhorent. It's been NINE MONTHS since I submitted my leak **ncern. I've been more patient than I should. The TP&P warranty states it **vers that the pool will be structurally sound for as long as I own the pool. It's still not sound.

  

  Business Response

  Date: 04/19/2024

  We do apologize for the delay in the repair. This has brought awareness to our owners about the companies customer service and we are fixing our department due to this situation. Yesterday around 1 o'clock we plaster patched the repair and started to fill the pool. We do appreciate the customers patience in the matter and if there is anything the customer needs we will try to help. 

  Thank you again 

  -Texas Pools and Patios

• Initial Complaint

  Date:01/11/2024

  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.

  Poor workmanship and lack of timely communication 1. plaster - previous repair work not professional and looks worse - acid wash was done but did nothing to remedy the previous issue 2. Improve your communication when I request it. response before customers complain about it on BBB (This is an issue only with Construction Manager only)3. Honor your commitment as stated on your website. Quality, ************** 4. I have requested a documented explanation for reasons the cracked plaster in five areas from their plaster/gunite/inhouse engineers. why did the plaster crack so soon? was is the assessment of the Gunite? All that was done when I reported the issue last Fall, they came out and did a visual. This pool is only 1yr old and the first crack happened at about the 7 month ***** although most of them were hairline cracks, there was one where it was about the thickness of a dime.

  

  Business Response

  Date: 01/22/2024

  We are in contact with the customer over the outstanding items. We have notified the customer that we are putting him on the plaster schedule to address the cement spots in the pool as soon as the freezing temperatures stop. We may need to empty the pool once again to detail that area and we have offered to assist in their water usage to refill. 

  We appreciate the opportunity to fix these issues. 

  Customer Answer

  Date: 01/23/2024

  Complaint: 21125140
  
  I am rejecting this response because: they have not responded to my request concerning the unsatisfactory plaster repair.  It looks worse now than before.  Also they need to provide the reason there were so many cracks in the plaster.  The pool was only 7 months old when the cracks first started to appear 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 02/12/2024

  After a few conversations with the customer, we have met with the customer on site and that we are working together to resolve the issue. We have been out there working on a couple of issues and we will continue to resolve all issues. We will try our very best to get these matters taken care of and as always appreciate the opportunity to get these matters resolved. 

  Thank you.

• Initial Complaint

  Date:08/21/2023

  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.

  We have resisted on the writing a review and tried to work with TTP to complete our project however, emails go on, answered and promises after promises from our ** ***** go unfulfilled with countless days of no-shows and zero communication. One would think after the owner and the ** paid you a visit to your house to review the outstanding items with a guarantee to finish them, we would not find ourselves writing this but we here we are awaiting the following: (1) REPLACEMENT of damaged leuder bar top that was created by TTP employee installing sink/drain, (2) mastic between spa and deck needs to be repaired and made agreed upon design still has not been done delivered and installed (3) deck lights to work (have NEVER worked since install) (5) damage to the limestone around the bar where the fridge was installed (during on site visits **** agreed that this needed to be fixed) (6) $1800 reimbursement to neighbor due to damage yard These are only the outstanding items, not to speak their overall unprofessional and disrespectful build process that we had the whole entire time working with TTP. Additionally, the plaster in the the pool, especially on the bottom is VERY bumpy but ***** said this is normal and will even put over time however its been 3 months with brushing and there been no change in the plaster bumpiness. This is ***** getting out of poor craftsmanship.

  

  Business Response

  Date: 08/24/2023

  We are deeply apologetic on our part. We are in contact with the customer and are trying to get everything done on this list. Texas Pools and Patios wants to get this completed for the customer so they can enjoy their pool as promised. Owner and project manager are aware that there are unresolved issues and will be checking them off one by one till the list provided is completed. We appreciate the opportunity to make good of the situation. 

  Customer Answer

  Date: 09/21/2023

  Complaint: 20499624
  
  I am rejecting this response because: 

  Unfortunately, we are still at stand still with TPP and have unfinished work that needs to be done. 

   

  The stone that was placed as a retaining wall due to unlevel ground between my neighbors and my yard (which was done as last minute option to account for bad planning) is now turning yellow.

   

  The table which was in the original plan we are now told can not be found and we should settle for a sub par table that will look out of place in our pool. 

   

  Lastly, the Leuder bar top that was damaged by a TPP employee, was replaced with a piece that does not match color wise. So we are waiting on replacement leuder and installation, and will still have to have it re-sealed now since the original stone we paid for to have sealed will need to be removed due to the color match.

  
  Regards,
  
  Chtoya *******

  

  Business Response

  Date: 10/10/2023

  We have come up with options for the customer for the table but nothing has been satisfactory for them. The table is not in the contract but we do understand that a rectangle table was in the 3D picture rendering so we are trying to find a similar table to what was in the rendering but have had no luck as no company makes a rectangle table that can go in a swimming pool. The customer knows this as well because they cannot find anything either. Even though the table is not in the contract, we have offered to write them a check that is the same amount of what a table would be so that they can go ahead and buy their own. We have also offered them a round table which is available but they will not accept the check or the round table as an option. Still looking for a table that will accommodate their wants and we are in contact with the customer about this. 

  We cannot control the yellowing in the stone, as it happened a little before 6 months after install and is a natural stone. We as a company are still talking about this to see what we can do for the customer. It is noted that the customer has signed their Tile & Coping selection sheet which states "*DISCLAIMER- Stone is a product of nature. Variations in color, pattern, texture and veining are the beauty of natural stone. Samples are provided to give a general idea of the color variation and veining, installed stone cannot be guaranteed to exactly match samples provided." and has been told the same prior to contract signing and post contract signing. But as stated, we are looking at options for this. The customer is more than welcome to get a stone cleaner and try that. 

  As for the ****** top, we did replace the piece that was damaged on their bar top, we cannot promise a 100% color match when replacing a natural stone like ****** as it comes from different pallets from different sections of the earth. Its nearly impossible to get the exact tone/color replacement for that, this was understood when signing the Tile and Coping selection sheet as well. We as a company try to inform the customer about these things when picking out stone so there is no confusion when stone arrives at their door and on their project. 

  We appreciate the opportunity to talk about this in order to get this resolved. 

  Customer Answer

  Date: 10/11/2023

  Complaint: 20499624
  
  I am rejecting this response because: The entire pool was designed around a rectangular table in that location. Had this not been an option(which was never identified by TPP), we would have designed the entire pool differently. Note the Superintendent recently sent us links for marine tables used on boats that he was sure would work. Not sure why that is not being pursued as we have let the entire team at TPP know about it.

  As for the ****** discoloration, that happened due to a TPP employee gouging the existing leuder that all matched. When they replaced the damaged piece, it was not the same color. So TPP needs to provide a new set of similar leuder and replace the entire bar top or find a piece that matched what we have. They damaged it and has nothing to do with variations in the stone.

  Also, now we have jets in the spa falling out and have brought this to TPP's attn, so far no response. We have also asked what the warranty is on the plaster inside the pool as it is extremely bumpy and uneven, and we have not received a response to that inquiry as well. It has also been brought to the Superintendents attn and he said it would smooth out over time but this has not happened. 

  When it comes to the yellowing of the stone, we have this stone used for the bar and have had no issues. We also (as they suggested) have had it was washed however it still remains yellow. This "retaining wall" was put in at the 11th hour due to poor planning and not even in the original drawing. This should have been the same stone that was used for the back wall. Additionally the superintendent was well aware we requested the whitest stone possible.

  
  Regards,
  
  Chtoya *******

  

  Business Response

  Date: 10/19/2023

  We are in contact with the customer trying to resolve the table matter. As stated previously, this is not in the contract so Texas Pools and Patios is not liable for providing any sort of table, BUT we are trying our hardest to come up with different options for the customer. 

  We also have spoken with the customer and have come to an agreement for the bar top since they have refused stone we have previously shown due to it not matching the coping. Since this is a natural product that we have no control over, the customer will have to wait till a selection of stone comes out of the earth that is close to the shade of their bar top. 

  The yellowing of the stone is not under any kind of warranty. We recommend a whitestone stone cleaner. Texas Pools and Patios is not liable for the discoloration of natural stone. 

  The eyeballs for the spa can be easily screwed back in by the customer but we will gladly send somebody out there to help. 

  Thank you

  Customer Answer

  Date: 11/29/2023

  Complaint: 20499624
  
  I am rejecting this response because: 

  The plaster is extremely uneven and bumpy inside the pool as detailed in the pictures we sent to you and to Texas Pools and Patios. It is under warranty and when we have asked to have it fixed, we have not received a response. It is most certainly under warranty as detailed in the documentation sent to you and to TPP. Signed warranty documentation provided, please see the first section along with pictures.

   

   The Leuder bar top which originally matched, was damaged by a TPP employee after installation. They claimed to have another piece of Leuder from the same batch at another job and said they could come and replace the damaged one with one from the same batch, same color. When it was replaced with that piece, it does not match color wise or even close, as we have detailed in the pictures sent to you, as well as sent to Texas Pools and Patios. So we have been waiting on replacement leuder for months, as they said they would have to replace the whole bar top since it would be impossible to match to the original. Since this happened months ago, we have only been shown 1 option minimum 2 months ago, which did not even look like ****** and we have not been shown anything else and only told they had to wait for more to come in. Obviously more ****** has come in for other jobs, and so we need TPP to provide an option other than the first one. Again, all this was caused by them damaging the Leuder through carelessness during a follow on visit.

   

  I want to make it clear that the Leuder is damage by TTP and not due to the fact that this is natural stone. 

  
  
  Regards,
  
  Chtoya *******

  

  Business Response

  Date: 11/29/2023

  We have attached the ************************* manual that all plaster companies/contractors must go by. We have highlighted the parts that are related to the comments the customer has. For example, It states that the plaster application is "free-handed, not guided by a template, as most cementitious products. Therefore, all pool finishes will have some inherent fluctuations in the smoothness, levelness, texture, and coloration across the finished surface." It also has more information about smoothness, texture, and levelness. 

  We understand that the ****** bar top was damaged by TPP. We have not found anything to match the existing stone. We are working with something we have no control over. This is not something we are trying to ignore, but something that is just taking time to find. The ****** top is still usable till we can find a better match for the customer.

• Initial Complaint

  Date:06/20/2023

  Type:Order Issues
  Status:

  ResolvedMore 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 signed a contract with Texas *********************************************** October 2023 to install a pool and spa. I have tried to reach out to to Texas *********************************************** phone calls, messages and emails in regards to my concerns about the pool. For months I have not heard back from them. The installation was completed on March 12,2023. One of my main concerns is the left a nail on the inside of the pool wall. It has started to rust not only can you see the rust stain you can feel the nail. Another issue is the stain color. There are streaks and large spots that are discolored. On some corners of the sun deck and bench there are spots that seem to have not absorbed the stain. In the spa there is a jet that is missing so that jet isnt working. On the retaining rock wall there is several spots that are noticeably missing grout. I feel there is no communication from Texas ***********************************************. I feel like I have been ignored by Texas ***********************************************

  Customer Answer

  Date: 06/29/2023

  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,
  
  ***********************

• Initial Complaint

  Date:05/30/2023

  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.

  ** Pools and Patio is the company that we chose to build our pool in 2021. The designer was great, and the pool wound out meeting our expectations of what it would look like. That being said, the process was HORRIBLE to go through with this company. The company literally did everything wrong and created so much more work for themselves than necessary. We asked multiple times to speak with the owner, but were never allowed to. We still have outstanding things that need to be completed on our pool. For example, the fill spigot was never completed so we are still filling the pool up with a garden hose, we don't have skimmer gates, and some other trivial things. We paid the company in full and don't think it's unreasonable to expect them to complete the job that they were under contract with us to perform. Our main concern at this point, is that the city permit shows as "expired." Does that mean the company never completed the permitting process with the city? I feel like that could have some negative repercussions potentially and we would like the issue addressed. We've had zero success in getting ** Pools and Patio to return to our house and finish the job they started.

  

  Business Response

  Date: 06/01/2023

  We are currently in contact with this customer and we are working on resolving any outstanding issues including working with them to get the final approval for their permit. We appreciate the opportunity to get this resolved. 

  Customer Answer

  Date: 08/28/2024

  Complaint: 20117201
  
  I am rejecting this response because: 

  There were a few outstanding items with the completion of the pool, but the main issue is that the permit with the city is incomplete. Per the contract, TX Pools and Patio was to coordinate with the city inspectors to complete the various inspections during the pool construction process. They started this process, but never completed it (I have attached a screenshot of the permit with the City of **********). This is very important and needs to be resolved. We paid TX Pools and Patios the amount agreed upon in full in the contract, but they failed to uphold all of the items that they were responsible for. While there are various outstanding issues (e.g. fixing the pavestones that their company destroyed during construction, reimbursing us for the vacuum hose that we finally had to purchase that they were supposed to supply, etc.), they absolutely must address the outstanding permit. This could negatively impact us when the time to sell the house comes. It also is worrisome that those checks and balances that are in place for obvious reasons were ignored by TX Pools and Patios. 

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

  

  Business Response

  Date: 08/28/2024

  We understand we fell short with this project and we are currently getting everything we need to get all inspections completed. We have submitted for a new permit today (8/28) since the old one is expired. Once permit is issued we will work on getting all inspections completed as well as the final inspection. We hope to get this all completed soon so the customer can keep enjoying their pool. We do appreciate the patience and the opportunity to do right by the customer. We also apologize for the delay. 

  

  Business Response

  Date: 10/02/2024

  We sincerely understand and empathize with the frustration caused by the time it has taken to address and resolve these issues. We fully recognize that actions speak louder than words, and we are committed to demonstrating that through our efforts. 
  
  We will keep the customer informed of the progress regarding the renewal of the permit, which is now in its final stages. We anticipate receiving it shortly, and once it is issued, we will promptly proceed with the outstanding tasks.

   

• Initial Complaint

  Date:04/19/2023

  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.

  Texas Pools and Patios were contracted to build a pool at our new home. The pool was "completed" and full payment was made in 9/21. A number of items were not completed. Numerous attempts were made to follow-up with TPP to get them resolved. Multiple phone messages and emails were unanswered. The following email content was sent in June of 2022. There has been no action or communication since the following email was sent:I have sent emails, left messages and had phone conversations regarding open issues. Commitments have been made to take action but no follow-up has occurred. The following have not been addressed:Rough plaster on the entire surface. Some spots are a scratch and cut risk Gaps in deck drains causing risk in toes getting stuck, cutting toes and feet Leaking plumbing fixtures at manual fill line ******* ledge umbrella sleeve not installed properly resulting in the umbrella being at an angle Only received 1 of 4 sleeves committed in the contract ( just noticed this so adding it to the list)Have not received requested pool deck paint We would like a written plan with timelines to address these items. It is difficult to convey how angry, frustrated and disappointed we are. Our hope is that we can come to a satisfying resolution. ***** is copied on this as overall assurance of a finished quality product and customer focused process began during the sales process.

  

  Business Response

  Date: 04/19/2023

  We are happy to assist ******************** with any outstanding items. We are now in conversation with him and will address his concerns.Thank you, *************************.

  Customer Answer

  Date: 04/25/2023

  Complaint: 19956009
  
  I am rejecting this response because: the work is yet to be completed
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 04/25/2023

  We are currently in the process of addressing ************************ concerns, We will continue to work with him until his issues are resolved.

  Customer Answer

  Date: 07/11/2023

  Complaint: 19956009
  
  I am rejecting this response because: Prior complaint not resolved by TP and P. Multiple attempts have been sent to get open issues resolved. 2 emails sent one in June and one iJuly. See below for recent content. No response from the business. I appreciate the progress that has been made addressing our concerns. However, we seem to have gotten stuck. I dont want to continue to address this through the BBB. But I will if that is required to get action. We still have open issues on this complaint. The following have not been addressed: Plaster roughness. Your plaster person came, touched the plaster, rubbed some chemicals on one spot. I have heard nothing for weeks. There are sharp spots throughout the pool and the overall roughness of the surface is resulting in scratches and scrapes. We were not informed the surface would be this rough. I cant believe this surface is what was intended. Fill pipe still not addressed. The rough edges and potential cut risk remains. The umbrella pipe in the first step still hasnt been addressed. It is offset so the umbrella is not straight. I have sent pictures before. Please communicate through email or text so I have a record of your plans and commitments.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 07/11/2023

  We are still working on finishing up the items on the customers list. We are in the works of sending the plaster company back out there to smooth out the rough spots as well as put attention to the other things on the customers list. We want nothing but for our customer to be satisfied with their project so we appreciate the opportunity to get these things fixed. We will keep the customer updated on all things planned.

  Customer Answer

  Date: 07/27/2023

  Complaint: 19956009
  
  I am rejecting this response because: 

  While the company has responded to some issues. The planned solution to the plaster has not resolved the problem. The plaster remains so rough that it is a serious skin abrasion risk. We can not comfortably use the poos without carefully moving in the water. This results in not being able to use the pool the way we have in multiple other pools. 

  There is also 1 remaining item that has not been addressed. The pool umbrella sleeve. 

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

  

  Business Response

  Date: 08/02/2023

  We have set up a meeting for next Thursday (8/10) with Texas Pools and Patios owner, the manager of the plaster company, and the homeowner to talk about the plaster.. We want to get this resolved so that customer can enjoy his pool and will continue to get the list of items completed so he can. We also looked at the umbrella sleeve awhile ago and didn't find anything wrong but we are sending another person to look at it to get a second opinion to see what we can do. Also hoping to get this resolved for the customer and will continue to do so. We appreciate the patience. 

  Customer Answer

  Date: 03/18/2024

  Complaint: 19956009
  
  I am rejecting this response because: 

  This is a chronology of the issues with Texas Pools and Patios. The company has not resolved our issues and they have made no steps forward for 9 weeks. 

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

  

  Business Response

  Date: 03/19/2024

  The plaster representative went to the customers house and inspected the plaster and said it was to industry standards. The only resolution for the customer is for them to replaster their pool since it is not to their satisfaction. Texas Pools and Patios gave the customer a bid for replastering their pool at our cost. We are currently waiting on samples that we do not have in the showroom, so we can let the customer feel what it to their satisfaction. We should have samples by sometime this week. This is not a Texas Pools and Patios warranty item as the plaster falls under industry standards of the ************************* We do want the customer to enjoy their pool and we are happy to help with the solution. 

  Customer Answer

  Date: 03/20/2024

  Complaint: 19956009
  
  I am rejecting this response because: the plaster assessment was conducted by the plaster subcontractor of Texas Pools and Patios. The finish we received is substantially different and less comfortable than what was provided. We continue to believe Texas Pools and Patios is responsible for a poor plaster installation.  

  We have waited for months while receiving continual promises that samples would be available "soon". Each commitment has been broken. 

  For 2 years we have truthfully shared our Texas Pools and Patios experience with home builders and others who have asked about the pool.  We want to be able to tell them that this experience has ended well with us being satisfied with the end product. 

  After more than 2 years we want to resolve this issue. We are willing to negotiate a solution that will be acceptable to both parties.

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

• Initial Complaint

  Date:03/15/2023

  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.

  We signed a contract with Texas Pools and patio on Jan 25, 2022 to start working on our pool and outdoor kitchen when we closed on our new home. They started in early June ******************************** September 2022. Almost three months went by before we were told that our countertops were delayed and we were never given a chance to choose new countertops to expedite the process. The first completion date of Oct 31 was missed, then the second date of Thanksgiving was missed. I have had to call the company every month to find out why no one is working on my project. I had debris in my backyard for months before I complained and got it removed. I still have boxes and equipment on my back patio that has yet to be installed. The work that was done was subpar, the countertop that was finally installed is too high on one side. The open bar area that we were promised now has a column in the way. The splash pad is not even, one side is crooked. I have a crack in the foundation in the kitchen area. A hole was cut on the wrong side of the sink so now we have to see a stainless-steel door where there shouldn't be one. All of these issues with no resolution. I have spoken to ********************* who assured me that they would redirect crews to make my project a priority, but so far nothing has happened. There have not been workers at my home in 2 weeks. We are more than 4 months overdue and all progress has basically ceased, again. The weather is getting warmer and we are anxious to enjoy the pool and backyard area that we already paid $133,000 for. I feel completely ignored, taken advantage of, and scammed. We either want our money back or Texas Pools and Patio to complete the remaining project as well as fix all outstanding issues for free.

  

  Business Response

  Date: 03/16/2023

  We are in contact with this client and will be meeting with her at her property on Monday. She has advised that once all issues are addressed that she will remove her dispute. We look forward to addressing her concerns. Thank you.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am writing to express our extreme disappointment in the finished product of our pool which was built by Texas ************ (TP&P) of ***********.There are multiple reasons to complain about paying a premium price for sub-standard results. First, the color of the pool is inconsistent over the entire area. In some areas it is a blackish blue color while the sun deck and walls on the west side of the pool are gray. We not informed that the color would appear differently at different depths. TP&P knew this fact and failed to inform us so that we could make an informed decision. After the plaster was applied there were multiple streaks across the whole floor area. In short, it appears as if it was shoddily applied. Obviously, what we ended up with did not meet our expectations based on what we had been promised by their sales personnel. TP&P also was commissioned to build an outdoor kitchen area for us. This too developed multiple issues including an uneven countertop allowing water to pool on the surface and access-doors that werent anchored to the wall. Since August, we have placed several phone calls to TP&P. Furthermore, multiple phone calls and a letter were sent to the owner of TP&P, *******************. After 6 mths, we have still not received any definitive answers as to how they intend to correct these issues. We paid timely and in good faith prior to the work being completed. We trusted that TP&P would provide the pool expected. As it stands today, we have a pool with inconsistent color, streak marks from shoddy application, reinforcing wires poking out of the exterior wall, and a kitchen counter that isnt level and collects water. Our requests for a final walk-through have been ignored so we are left to assume that TP&P has no intention to address any of these defects. The most insulting part of this process was the total lack of professionalism on the owners part to respond to my letter or phone calls regarding this issue.

  

  Business Response

  Date: 03/01/2023

  Thank you for bringing this issue to our attention. Texas Pools and Patios will certainly honor all warranties as outlined in our contract. Our understanding is that the plaster company did come and inspect the pool and did not find any defects. As the customer continues to be dissatisfied we are willing to come back out again to look at the issue described so that we can come to an agreement, we appreciate the opportunity to resolve this issue and will be scheduling an inspection ASAP.

  Customer Answer

  Date: 03/02/2023

  Complaint: 19500385
  
  I am rejecting this response because:

  The company's response is filled with the same empty and meaningless rhetoric that they have provided for the past eight months. We are unaware of any representative of the plaster company visiting our pool for any assessment or evaluation. If we didnt witness it, how can they claim it ever happened?Second, the streaks are obvious. It appears that a drunken painter applied the plaster in an uneven and inconsistent manner. If their agents cannot see this,then they are certainly in need of stronger corrective lenses. Furthermore, no mention to the uneven counter, the cabinet doors not being anchored to the wall, or the wires poking out of the pool exterior wall was addressed. No! This boiled-down customer service double-speak is definitely not accepted. The company provided sub-standard workmanship and needs to correct it at their total expense.

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

  

  Business Response

  Date: 03/03/2023

  We would like to schedule a meeting on site next week to address the customer's concerns. ********************************************* and ********************** will honor all warranties as stated in the contract. If any workmanship defect is determined to exist it will be addressed.  If the customer has selected materials and does not like the color they selected, we will not be replacing those materials without additional expense to the customer.

  Customer Answer

  Date: 03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the suggestion to meet on site prior to March 10th acceptable progress. It is too early to assume the matter is "resolved."
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/06/2023

  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.

  signed pool contract 06/02/22 11/28/22 pool technician came out to do a pool tutorial only to discover major componants missing for the pool logic controller to be hooked up to the internet, missing lights, ***** was told it would be complete in 4 months 7 months later still not complete paid business over $140,000.-yard was backed filled to high, resulting in mud flowing in pool and yard drainage impeded 12/7/22 complainded that the back fill would flood pool 12/14/22 ***** scheduled final inspection and had no clue the patio wasnt complete 12/19/22 pool flooded and i personally dug trenches around the pool for 3 hours before TPP sent someone out that comminicated with ''******" whom agreed that the backfill was to high. ****** said he would send someone out in 3 days to clean filters and have the backfill removed. 12/29/22 i had the gas company upgrade meter for the pool furnace only to discover that the furnace is for propane gas NOT natural gas 12/29/22 Texted project ************************* about the furnace said he would come out and fix it on the 30th (never showed up)1/2/23 called office of TPP and spoke to ******* and requested a call back from high level manager or owner (never got a call)1/2/23 spoke to ************************* said he would be out in the afternoon or 1/3/23 morning 1/3/23 TPP sent 2 workers out to clean the filters and they did not have the ability to convert the furnace from PG to NA 1/3/23 called ***** in the afternoon and asked about the conversion kit, he said that my wife called the office and the office told ***** that they are dealing with it not to and ***** said he gave the parts to the office.1/3/23 called TPP and spoke to ****** who said ***** did not give them any parts and that they are trying to locate the parts in their parts warehouse and that they have someone scheduled to come out on the 5th. and that she would call me on the 4th to confirm (no call)1/5/22 still have not heard from Texas Patio and pools (no call no show

  

  Business Response

  Date: 01/06/2023

  We have been in constant contact with this customer. They were notified via email this morning that ************** is scheduled to come out next Wednesday 1/11/23 to correct the situation and provide a 2nd pool school to educate them on the use of their pool equipment. We are committed to fulfilling our obligation to this customer as quickly as possible. Thank you.

  Customer Answer

  Date: 01/06/2023

  Complaint: 18690829
  
  I am rejecting this response because: Texas pools and patios ONLY reached out to me because of the complaint to BBB. The only CONSTANT contact is from me contacting them. Now they want to make it correct they didnt seem to care before this complaint. Stay far away from this company! They owners could care less as well 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:07/14/2022

  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.

  Purchased and had them install a pool in January. It has been leaking ever since. I have made many many attempts to contact the company and have them fix the issue but am being ignored. I have a warranty.

  

  Business Response

  Date: 07/14/2022

  We are in contact with *****************. We reached out to her yesterday to let her know that a diver has been scheduled to make the repair next week. We look forward to resolving this issue. Thank you.