ComplaintsforLux Pools and Patios, LLC

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Corey ***** hired subcontractor (plumber) who improperly installed ice maker. Plumber completely forgot to hook up a drain line. Ice maker leaked for over a week and ruined hardwood floors. Plumber refused to file insurance claim and Corey ***** failed to have plumbers insurance on file. Corey ***** verbally apologized several times and said he would file it on his insurance and fix the damage. He fixed half of the damage and then stopped responding to us. Now we have $15k if work left to do and no insurance claim was ever filed and now we are stuck paying out of our pocket. Our insurance won't cover because it was plumbers fault.

  Business response

  12/07/2022

  Business Response /* (1000, 6, 2022/11/02) */ ******, I see where you mentioned that Corey has quit responding to you and for that I apologize. Corey has been in contact with your husband regarding this unfortunate situation and he should've included you in that thread as well so you weren't left in the unknown regarding this matter. As mentioned from the start of this project...Lux Pools and Patios doesn't specialize in interior projects nor do they have an extensive amount of interior subs who work on the inside of customers homes. Hence the cabinets were built by one of your referrals due to our cabinet contractor being too pricey and too far out on delivery. To address the matter at hand...the plumber who came and installed the ice makers insurance apparently lapsed and when we called and tried to file a claim on their insurance it was stated they were no longer with that carrier. He made a huge mistake by not connecting the drain line and we have been very apologetic about this from the start. He is no longer a vendor we use due to his lack of professionalism. We kept you informed this whole time as we were trying to get their insurance information and a claim started. Please remember that this was discovered on Labor Day weekend and you said not to worry about it until Monday since it was a holiday weekend. Corey came straight out to address this and prevent it from becoming a larger problem within the hour. All while this was happening we had subs back out to uninstall the cabinets, brand new quartz countertops, and flood cut the kitchen and formal dining. While we were still getting the run around from the plumbers regarding their insurance Lux had a water mitigation company out to seal off, add anti-microbial s, and have dehumidifiers on site to prevent any future growth and make sure that everything was ready for reinstall. New sub floor and hardwoods were reinstalled. The project came to a stall for a little over 7 days due to getting a Sheetrock crew out there to hang, tape, bed, and texture what was cut out or damaged from the water leak. The following day cabinets were reinstalled which was on a Saturday. Monday countertops were reinstalled. Tuesday the painters came back out touch up and repaint any of the cabinets that needed touched up due to being removed during the process. Please remember during this process Corey was told by ****** ***** with ******* next to her that you had hoped the flooring couldn't be matched to the existing wood floor because you wanted to change the color of the entire first floor if insurance would allow this. I believe we have record of this well. In the meantime we had our flooring contractor out there who showed up to a locked house and we were told by ******* to come back another day while you figured out your next steps. In the meantime you had other contractors out there to quote you on sand, scrape, and staining your whole lower level. Your bills have yet to be completely paid for on the initial work that was done. Corey has also mentioned that if his flooring contractor couldn't match the existing stain that he would pay to have the lower level sanded and stained, however, that wasn't sufficient and wanted to have your own guys out there. All of our flooring crews charge $3.00 per sq/ft to sand and stain hardwoods. The total sq/ft is 1,870 in the event they're not able to match the existing floors. You have 1 quote that you have provided showing that they're charging $7.90 sq/ft to sand and stain. If we are not able to have our crews out there to match the existing floors we would be willing to deduct $5,610 from the balance due. We look forward to wrapping this up and making the best of an unfortunate situation. Once again, we are very sorry for what happened and the stress it has caused. We believe we can still get this wrapped up and put this behind us all. Thanks and look forward to hearing back from you! Consumer Response /* (3000, 8, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is her husband. He has not been communicating. Communication has never been consistent or accurate from the beginning of the project. For example, we were told that walls would be patched and the floors would be fixed on the weekend of 9/23. No one showed up and no communication was provided when we were promised progress pics over the weekend. No communication on when this work would start and then on 10/5 we have a sheet rock contractor show up at our door claiming that he has not been paid for past projects and that's why he hasn't come to work on our house. At this point there had still been no update on the floors. I called with no returned calls, sent multiple texts, and didn't receive any kind of communication between 10/6-10/19 (which I have proof of). Lux did our neighbors floors (which is interior work) across the street from our house and that's how we found this contractor. We were given a verbal estimate on the spot and said they have no problem doing the job. Nothing was mentioned about not specializing on interiors until months in to the project and when promises weren't met. After not being able to get the plumbers insurance we were told by Corey that he would be covering it under his insurance. I have proof showing where he told us he was on the phone with insurance. After not hearing from the insurance company for weeks I requested to get the name of Lux's insurance and Corey would not give it to me. He also admitted to not making a claim and would not provide me with his policy number. I do not believe that he actually has insurance. Corey has been out to our property under 5 visits over the course 5 and 1/2 months. The one time he came on the weekend is because he knew that this was going to be a costly disaster that he was liable for. It took 5 more days to get dehumidifiers on site. All we had was fans that were blowing dust from the floors throughout the house and all over our furniture getting in to every crack and crevice. We just wanted our floors to be fixed. We didn't care about getting new colors. We were told by 4 other professional floor installers that it could not be matched and that everything had to be re-sanded so we could choose any color because it did not matter. Also, earlier in the project the island was to be reshaped and moved which would require patching the wood around it. Corey said that it would be impossible to match so, interesting that he would change his mind on this topic. The description of this for the BBB case above just states the uninsured poor workmanship of the plumber which caused massive floor damage, but that is just a portion of how awful this experience has been for us. We were told that this project would take 1 month to complete. We're past 5 months now and the job is no where near complete. This company should not be allowed to treat people in this fashion. With a wife in tears from being lied to and manipulated from excuses unable to use half our house. We are unable to use our dish washer or cook meals. Getting our hopes up that work would be done then never once following through with the promises being made. Then trying to put spouses against each other claiming that is our fault that he is doing his job. There is no balance due for an unfinished project where damage was created by this contractor. I expect to be made whole for the total costs to finish the project and fix all damages created by Lux.

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