ComplaintsforInground Pools of Paradise, Inc.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Pool took longer to install than timeframe provided. Poor customer service and very little communication. We rarely knew who was coming or when despite providing necessary contact info. Once pool was in ground, workers left debris and trash behind. We are still picking up sharp objects and pieces of wood and bits of concrete. The pool has been in approximately a month and we have not had pool school. We have reached out to the company via email and phone without response. The pool water is turning green. Weve had some storms and we dont know how to clean it properly. We are supposed to have a vacuum. We are unable to find it. The booklets left behind do not tell us how many gallons the pool is or what chemicals we need to maintain the pool. I wish I had done more research on this company prior to choosing them. My husband and I are extremely disappointed in the lack of customer service and overall poor communication.

  Business response

  04/15/2024

  Good afternoon, we are working on resolving the issues, Please give us a little time, We spoke to customer and we set up the pool school for April 18, at 10am.  We will go over the rest of the items with them then.  Thank you

  Business response

  04/30/2024

  We began the project on 12/06/23. In the months of December and January, there were many days of unforeseen temperature drops that directly affect pool installations. On top of the shifts in weather, that will cause delays across all our crews, we began this installation just before the biggest holiday season of the year, Christmas and New Years. Although we try our absolute hardest to maintain timelines for our customers, nowhere in our contracts does it specify that time is of the essence, or the sale is contingent on timelines.After the in-climate weather of December and January, we deemed construction of the project was safe to continue. After the pool was installed, the next major item of the project was pouring the concrete deck. It was at this point that communicating with the customer became difficult. The reason being is we would let the customer know that we are sending our concrete crew out, and simply asking for them to be there for decision making. We had trouble getting ahold of the customers a few times during that period. After the 2nd time our concrete crew came out to start forming, we even had our excavator, who the customers recognize, come out to the job to see if they could get someone to answer the door. We know they have camaras outside so we figured that they would recognize ****** and come out. We knew they were home because their uber eats delivery was accepted and brought in through the front door. We were finally able to get the concrete poured on February 8th, and the pool to be cleaned by February 14th. At that time, our pool technician conducted pool school with ***. She specified that she wanted her husband to be apart of pool school, and that would need to be scheduled for a secondary appointment. We agreed, but never heard back from her on a time that worked. A month has now gone by, and her pool went from ******* clear, to the beginning stages of algae bloom. At this point we were notified not by ***, but by the BBB. I went through my messages and dont have anything from *** pertaining to a missing vacuum.  If she is missing a vacuum, we would be more than happy to accommodate that. Our distributor will have shortages on smaller accessories from time to time, we did not know she did not have a vacuum until we read her BBB review. During the first pool school session, we instructed the customers on the easiest and most efficient ways of maintaining water chemistry.Pool school is the last step to our projects, so there is no more construction debris entering the pool, therefore the pool turning green could have easily been avoided by running a water sample over to Leslies for them to maintain their pool. After reading the BBB review, I was concerned mostly about the debris left in their yard after construction. There were a couple of wooden stakes left behind when concrete was formed, but I did not find anything sharp or hazardous. The few stakes were promptly tossed at a dumpster located at our office. 

  Customer response

  05/07/2024

  I am rejecting this response because:   There are a lot of inaccuracies in the response. I was not taught how to care for the pool until April after the pool turned green. We do not use Uber Eats. Someone is home 90% of the time or better. If someone is home and someone is knocking or ringing the doorbell, of course, we will respond and communicate. The pool people were also given our cell phone numbers to reach us at anytime as we were having trouble with our doorbell. It has been changed three times. I have emails and texts to and from *****, a receptionist with the company, the owner and son ***** and ***************************. The pool is uneven by three inches in one corner and there are multiple cracks in the concrete within a month or so of being poured. We would like to have landscaping and leveling of the yard, but were told to wait until the pool was corrected because it would have to be torn out to correct the pool. I was mistaken about the pool vacuum because again I had not had any instruction on the care of the pool. My apologies. We do in fact have a pool vacuum. I did email them my concern, however. We also do not have working pool lights. And we have reached out to the pool company without response. The pool technician did say they had a run of bad bulbs and they should be switched out when he was teaching us how to care for the pool. The pool installer was here the week of April the 15th and he stated he would fix the pool. We  have heard nothing since. I previously sent pictures of the cracks and pool level or lack there of to the BBB and Pools of Paradise. This is my third attempt to send this correspondence and I do not have the pictures on my laptop. I was trying to send from my phone without success. My husband and I have been extremely patient with this company and are about to seek legal recourse if they do not complete the job and level the pool. This has been a horrible experience. The company was paid timely and in full, yet we are still waiting on completion of a level pool. The pool technician covered up where the ditch was dug for electrical and basically covered up trash left behind by workers. The concrete people left bits of wood and metal pieces that our small dogs were constantly picking up with their mouths. We had to watch them and remove the items every time they went outside so they didn't choke or worse. This is not an A+ company for many reasons.  A 21 day install does not *********** months. Our Texas weather is not that bad.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In aug 2021 had pool installed and told there is warranty i have been trying many months to get lights fixed before warranty is gone and have had issue trying to get pools paradise fix light issue will not return calls messages' have tried to go thru manufacture to get lights warrantied they have them in stock but will not warranty without going thru there web site the website errors out will not accept warranty form all i want is for people stand behind there word and fix issue i paid a lot just want it fixed. AND FOR INFO THEY DO HAVE THEAM IN STOCK SO DO NOT WANT HEARE NOT IN STOCK

  Business response

  01/18/2024

  In response to a BBB complaint submitted by *************************:
  Inground Pools of Paradise built the Schotts pool in August of 2021. To this date, there are zero issues or defects with the construction of the swimming pool. The pool came out great, and the pool has had frequent use. The reason ****** submitted this complaint is a reason the BBB is already familiar with. We had a similar issue in the past with a pool that involves SR ***** lighting. Although that past customer loved every aspect of their pool, a complaint was filed. This is an identical circumstance. The Schotts told us on numerous occasions about how many compliments they get when showing off their backyard. When you have a swimming pool as beautiful as the Schotts, the frustration created by burnt out lights is very understandable. Although the frustration is there, the Schotts have demonstrated patience and understanding throughout this entire process. When they filed a complaint with the BBB, the lights were replaced out of our own stock by the following day. Lights are confirmed to be repaired by the customer upon completion. Moving forward, SR ***** Lights will no longer be offered with our pools.  

  Customer response

  01/18/2024

  I have reviewed the business response and accept this resolution. And yes pool is exhalent all i wanted pool lights fixed and thank you for fixing and pool has been better than others we only had this 1 issue i would say that is very good and we are not at all dissatisfied with my pool just very worried about ******** to pay to fix it . Pools paradise took care of it and would highly recommend them for a pool

*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. ↩