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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
DO NOT BUILD A POOL WITH ****!!! We are currently building a $300k pool with them and it has been the WORST experience we could have ever imagined. The qualities been terrible- and when they do shoddy work they try to tell you it is acceptable. There are constancy delays, their communication between themselves and the subs is terrible, I feel like I basically have to manage the project myself or it will all go wrong, etc. Long story short- hire someone else to build your pool, ANYONE else to build your pool. They go bought recently by a big private equity firm as I dont know if this is the reason or if theyve always been terrible but please listen to me. You will regret hiring them.Customer response
09/03/2024
I would like to remove this complaint and have it marked as resolved positively. I admittedly posted the review "in haste", as I was emotional for a moment and should have taken time to calm down and wait. I regret filling the complaint and feel as though I over-exaggerated the issue. I have since been in communication with the pool builder and the issues are being resolved satisfactorily. I'm requesting that this compliant be removed and not held against the business owner.Initial Complaint
08/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
For 5 years I have been having issues with the quality of work that **** did at my house. The pavers on the pool deck was installed above ground, without the proper gravel/underlayment required and because of that and the ***** soil it moved and became uneven. They came many times "to fix" it but never cared to do it properly. Recently I found a crack in the gunite and as it is still under warranty, asked for a repair. Also asked to have it scheduled so I could be present but without any communication and authorization they sent someone that cover the crack but did not match it with the pool color.It is not a professional work and it will for *********** on my house value.I would never allow that if I was present as requested. I was out when they trespassed into my property and patched it without my knowledge. When I arrived I was surprised by the white line left on the pool. I would like the repair to match the pool color and the deck permanently fixed.Customer response
08/17/2023
I would like to request the case to close. *********** contacted me and is working to finish the repair.
Unfortunately his employee was misinformed about the steps to fix the crack and ended up causing an unnecessary complaint.Initial Complaint
10/30/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
We hired Hauk to build a custom pool and pergola, but the quality of the work has been unacceptable. Hauk has provided no meaningful response to our concerns, not taken any corrective action, nor communicated a plan for correcting the issues and completing the project. We paid extra for the pergola design, which we found in one of the company's brochures. Construction was delayed for six weeks and when the pergola was finally built on 09/24, it was not done according to the design. We were told by the PM that the design was just a "general rendering", but the company subsequently posted another photo of the design on Facebook. It's unclear why we were sold the design, the company is still marketing the design, but they did not deliver the design. The cost of the pergola was over $10,000. Also, on 10/10 the pergola failed a building inspection. We've been told numerous times that the supervisor will be providing a plan for addressing the issues, but as of 10/30 nothing has been communicated. We also paid extra to upgrade the decking and coping, but there are numerous issues. First, the coping and the decking do not match in color even though it's supposed to be the same material. Second, a number of coping tiles were cut for no apparent reason. Instead of a continuous row of symmetrically-sized tiles there are random smaller ones interspersed throughout. This also throws off the symmetry with the decking. As a result, the tiles don't line up as they were supposed to be. Lastly, the coping was apparently installed upside-down! Smaller issues include drain pipes that were supposed to be capped, but were actually just stuffed with plastic wrap; and building materials left in our driveway with no notice, blocking access. We've made all contract payments, nearly $110K, but Hauk's work has been shoddy and remains far from complete. Hauk has shown no regard for our concerns and has not communicated how and when they'll be addressed. So disappointed.Business response
11/21/2022
Consumer Response /* (2000, 6, 2022/11/08) */ Good Morning, I had a good meeting with the business owner yesterday and feel that my concerns have been addressed. That being the case, I would like to request that you close the case at this time. Thank you for your role in helping us to achieve a satisfactory resolution. ***Initial Complaint
07/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hauk dug our pool exactly one year ago and it is still not finished. After multiple failed inspections in the city of Plano (which we finally passed), they dug up the $3,000+ of landscaping that we personally paid to have put in at their direction. To show the inspector that our ground wire was properly attached (which it wasn't until multiple re-dos) they dug up all the ground covering, rock, and 10+ plants on the long end of our pool. Today, we were promised to have everything perfectly replaced after waiting almost two additional months, and they came to remove all the plants that were damaged or due to their incompetence, and they did not replace them. Rather, they simply covered those places with rock and completed the final clean. I would warn anyone from working with this company and insist this is resolved immediately with properly replaced rock, ground covering, and plants and another final clean or we will seek arbitration in court.Business response
09/28/2022
Business Response /* (1000, 8, 2022/08/16) */ This job is completed and plants were replaced. Please remove this as this customer is happy and placed this on here by mistake.Initial Complaint
03/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We signed a contract with Hauk on 12/31/2020. They dug our pool on 3/12/2021. In June, the coping was completed and not to our liking so we expressed our concerns. It took them a month to tell us they wouldn't fix it so we had to basically plead our case and tell them we wouldn't be paying any more money until they fixed the coping to what we originally asked for. They finally fixed it in December 2021. We paid them our last big check in February 2022 and then they completed decking. They completed final grade on 3/7/2022. Since then, nothing has been done to our pool. All we lack is the pebble tec and irrigation. We believe since we paid them that last big check, they are in no rush to actually finish our pool. Communication throughout this entire experience has been HORRIBLE. At this point, we are literally begging them to contact us and give us information on when our pool will be done. It should not take over a year. There is no customer service and there is zero integrity at this company. While we are ready for our pool to be done, we are also terrified of what will happen after it is done regarding repairs, warranty items, etc. From what I hear, things will never be repaired or we will have to do it ourselves. They blame it on delays and covid issues, but that is NOT the case at all. Greedy company that will keep signing contracts without the crews to do the work.Business response
06/16/2022
Business Response /* (1000, 10, 2022/05/13) */ We have met with the client and identified all concerns. All concerns have been corrected.
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Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.