ComplaintsforHardy Pools

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/3/2024, **** ********************** was working on the property next door to me (************************************************************), filling in a pool. He and his team repeatedly drove an excavator and other heavy machinery over my yard, creating a deep channel in the yard, breaking the main source to my irrigation system and damaging several other components of the system rendering it completely useless. That day, I spoke to **** face to face regarding the damage his team caused and he promised to fix the damage. He game me his card and told me he would have someone out there that week. Nobody came out, so I reached out to **** on 4/13 - he said nobody had come out because of the weather, but would soon.Still nobody showed up or reached out, so I reached back out to **** on 4/23. He again blamed the weather and said he would have someone come out soon.Nobody showed up or reached out for a month so I called **** on 5/20 and did not get an answer. I sent a text requesting that **** follow through on his word, which was left without response. On 5/28, I sent another text and an email - no response. On 5/29, I called and left **** a voicemail - no response.

  Business response

  06/25/2024

  To whom it may concern,

   

  There was a misunderstanding with the liability of the damage was done. We were hired by the next-door neighbor (our client) to demo a swimming pool. We received permission by our client to access through the neighboring yard. Our only obligation was to help line up a repair crew. The client was to pay any repair costs. This did not happen, and unfortunately the neighbor was left to fix this issue. Although we are not financially responsible for this damage, we have agreed to send a payment for a repair crew to assess the damage for the neighbor. We have done so in good faith and hope that the complainant is able to move on with their repair. The check was mailed on 6-14-2024. 

   

   

  Sincerely,

  Mark Hardy

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have made the unfortunate decision to hire Hardy Pools for a complete backyard renovation that we have dreamt of for years. After starting the project in November right before Thanksgiving, we we're promised the project's timeline was estimated to be finished in three months or less. Here we are at the end of April, with multiple parts of this project still not complete. **** Hardy is not a good or moral person, and after he collects the checks from you, you will not see him again. He'll avoid your phone calls, texts, emails, etc. The amount of times that we have been lied to about contractors showing up, quality of work, materials being purchased, etc. is endless. We have spoken with three different subcontractors at this point, that we personally had to contact to either fix issues or have them complete additional work, and quickly learned that **** Hardy does not pay them. One of the contractors showed up at our house and yelled at us, demanding payment because **** refused to pay them. We are currently waiting on the *********************** of our fire bowls and fire pit that we sent them for approval on March 4th, 2024; as of today's date, we are still waiting for **** to 'make the purchase'. He stated we ordered a firepit too large per the contract, after we received approval from HIS company that the firepit we selected would be ordered. We even designed and outfitted our patio to fit this size firepit. On April 12th, they opted to just order an entirely different firepit with smaller dimensions after lying to us. After demanding the cancellation of that order, **** had his project manager tell us the contract only allowed a 4x2 firepit. They then stated 'they'd make it right' and purchase the one they promised back in March. It's April 26th and **** refuses to respond or complete this project. I write this complaint because I would hope to have the project finished, but it's more so that hopefully someone reads this and avoids this so-called "business".

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/21: We hired Hardy Pools. Owner told us we would "easily be in our pool and spa well before the 4th of July'' There were delays from the beginning. 5/17: excavation, 5/23: gunite. 5/24 - 6/16 workers were onsight 4 days. 6/17: tile started and continued for 2 weeks, leaving more to be done after patio. In May, owner's son, our 1st PM, told us, while tile work was underway, the pool equipment would be connected and installed. That never happened. 7/5: @ noon cement crew started. Later, we questioned their work with the 2nd PM. He couldn't believe they werent finished. He said prep was a 2 day job. 7/12: prep was inspected. We were concerned that much of the scheduled equipment & work was not delivered/ completed. They threatened to halt progress, if we didnt pay. We agreed to retain $5,130 of the $35,130. For 2 weeks, the cement crew would pour, stamp & try overlay after overlay. It looked bad from the street and worse up close. The city inspector failed it for improper drainage. 7/25: Owner came out, looked and agreed most of it had to be cut out and redone. We agreed to have travertine installed, at our cost. The proposal had that option listed at $8K. He invoiced us for $8,943. Since, he has dodged our calls & missed agreed appointments to talk, which were set up via text or email. 2nd PM seemed surprised at Owner's behavior. After most of the tile work was complete, they demanded the $5,130 before more work would be done. We said first, we need the equipment we had paid for. We had been waiting for it since early June. 8/30: most of our equipment had been delivered, some connected, we wrote the check. We were told travertine had been ordered & we could pay supplier when it arrived from *******. The electrical work would be done early on 9/5. 9/4: Electrician told me he was not scheduled. 9/5: supplier told me pavers were not ordered. We're down to pavers, electrical equipment, firepit, plaster, fence. Called, emailed & Texted, Hardy Pools is ****

  Business response

  10/05/2023

  To whom it may concern. There are always two sides to a story, and we believe that to be the case here. We have met with our clients and are currently working together to bring closure to this project. Thank you. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been working with this pool builder for months after our pool was complete in April of 2022. The equipment given is not working properly, ie: the salt cell. We have not put salt in our pool once since the first time they put it in at completion. The decking was not sealed in certain places and neither was the coping. The decking has cracks all the way around it. We have tried working with this company over and over and are met constantly with excuses, or just no response or short cuts on how to get things fixed. The cracks that are on the decking, he sent someone to cut grooves inside the cracks so they would be gone. We would have grooves cut every foot if we allowed him to do that. He has already tried that once, and it looks terrible (pic attached). This only touches the surface of whats wrong. I text 2 weeks ago requesting a meeting with the owner to get these issues fixed and nothing. I feel as if he is waiting for our warranty to be up. We are not rich, we worked hard to get this pool. Why would you treat people like this? I just want things fixed.

  Business response

  10/24/2023

  To whom it may concern,

   

  The items listed above were non warranty items due to move ground shift and or movement. We do not seal colored salt finish decking as a rule of the thumb unless specifically requested. In this case it was not. The stone had been sealed. The salt system mentioned is working correctly. 

  In good faith we have met with the client and come to a mutual agreement that will help with the visible issues. We are currently scheduling the trades to go in and complete the work. 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have paid in full for our pool project yet the pebble tec remains in terrible condition. Hardy Pools has been telling us for 11 months now that it would be fixed yet nothing has been done.

  Business response

  08/27/2023

  To whom it *** concern,

  We met with client on a couple of occasions and the areas of concern were not completely noticeable to those that were present. We did not dispute that there *** have been an unevenness or splotched area in the plaster. Our contract states that we are not responsible for discoloration or staining. However, because we value our client and their concerns, we still had intent to dive the pool and get a closer look. It was just a matter of having the crew available to address the issue. We have corresponded with the client and outlined the 3 steps that *** need to be taken to improve the overall finish. Since the receipt of this notice the diver has been in the pool with the client present and has addressed the concerns for the client. We aim to make the client happy with their project and hope that we have accomplished this at this time. Thank you. 

   

  Customer response

  08/27/2023

  This is not discoloration after a period a time. This is very apparent and has been since the day the job was completed. It was noticed even by Hardy pools at the time of completion last year and we were told then it would be fixed and it still has not. A player *** did come with a pair of goggles this week and brushed the plastic which did absolutely nothing. He even stated they would need to do something further to fix the problem. They have just been dragging along on fixing the problem for a year now and it still looks exactly the same as it did a year ago. 

  Customer response

  09/05/2023

  I am rejecting this response because:   This is not discoloration after a period a time. This is very apparent and has been since the day the job was completed. It was noticed even by Hardy pools at the time of completion last year and we were told then it would be fixed and it still has not. A player *** did come with a pair of goggles this week and brushed the plastic which did absolutely nothing. He even stated they would need to do something further to fix the problem. They have just been dragging along on fixing the problem for a year now and it still looks exactly the same as it did a year ago. 

  Customer response

  12/14/2023

  No, the business did nothing that they stated they would. The pool floor still looks as terrible as it did from the day they completed the job. They make a lot of promises about coming to take care of it and never do. This was 100% not resolved. 

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We hired Hardy Pools in November 2020 to build a pool for us. Originally they told us they will start in December of 2020, but after delays, they started in February of 2021. 18 mohths after starting this project, we are still waiting for some of the work to be competed. Some of them were never done, or done incorrectly in the first place, while some failed in the first few months after being completed. When they replaced sprinklers in our backyard, they didn't cover the entire backyard. One of the pipes in the pool waterfall is not working. Part of the wall around our flowerbed in the front of the house was destroyed when they brought an excavator to dig out dirt for the pool. In less then a year, the pool coping seal is failing. 18 months after work began, we still didn't have the final inspection from the city. We tried to talk to Hardy Pools about all of these issues; and in the last 10 months they have responded only with excuses and promises. The last time that they responded to us was on May 19th. As of that date, they have completely ignored us.

  Business response

  02/10/2023

  Business Response /* (1000, 7, 2022/10/08) */ To whom it may concern, The contractural obligations have been met on this particular project. However,, in good faith we look forward to cooridinating a meeting to further discuss the concerns of the client. We will set a meeting for the week of 10-17-22 to address the concerns. Thank you Consumer Response /* (3000, 14, 2022/10/25) */ ***Document Attached*** Pool company responded with "We will set a meeting for the week of 10-17-22", but they never did that. They still didn't finish any of those things I mention in my original complain. I attached images (text massages) from my phone, and you can see our last communication with a builder(it was on May, 19th 2022). Business Response /* (4000, 16, 2022/11/07) */ Good day, We had waited for confirmation of a meeting and had not heard from the client. We have reached out again at this time and look for their response. We look forward to resolving this issue in an amicable manner. Thanks Consumer Response /* (4200, 18, 2022/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, First like I said before no one tried to contact us (until 2 days ago). Finally, on 11/7/22, we got a text from the project manager who said he will stop by later that day. He came around noon (I was at work, but my wife was there). He looked around, he saw what still needed to be done, including the self-closing gate spring (I didn't mention it before). He told my wife that they will text us the information about what they will do next. We waited that day (11/07), and the following day, but we didn't get a message. This morning (11/9), I texted asking for any updates. I did not get a response. I attached our text massages from last 3 days. We're still waiting for the builder to finish the work on our pool, which started 20 months ago

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had many issues issues since the pool was finished on 4/1/20. Such as no final inspection due to being red tagged for electrical, concrete splattered all over the the side of our brick, windows and new exterior door from the concrete company being used, tool marks in the salt deck and pitting in patio, cracked coping stones, cracked decking patio and the most recent of the plaster condition being caused by the acid wash that was done. We attempted to communicate these concerns via phone immediately then began documenting dates on 5/15/20 as their was no response from the owner just his assistant who is unable to make the decisions needed to continue at this point. We do not receive any word from the owner until 9/29/20 ( 6 months later) and he sends his assistant out to look at the repairs that we have sent pictures on repeatedly at this point. The next time we have contact is 5/11/21 as we had discovered when they performed an acid wash during the winter our plaster was ruined. At this point none of the issues have been resolved in 15 months and we are told it is hard to get the concreted and stone crews at the same time. 5/14/20 Finally meet with the owner to talk about the repairs and he promises us he will put it in writing and gives us his word things will be repaired. 11/19/20 We are told that the concrete, plaster and stone crew repairs will be done before Christmas per the owner. Now 4/21/21 since last contact via text and we are still waiting for the plaster and coping to be repaired and still nothing in writing that was promised 12 months ago by the owner. It is unacceptable at the lack of response on the repairs and especially the communication, at times it will be weeks or even months to get a text response. We want this resolved by the end of May as you have had more than sufficient time to complete repairs. No more excuses we just want he repairs you promised us in the text you sent to be completed.

  Business response

  06/29/2022

  Business Response /* (1000, 7, 2022/05/26) */ To whom it may concern, Our contract does not cover ground movement, however, in good faith we agreed to come in and repair the cracked pieces of coping stones caused by said movement. This goes for any movement in the concrete decking as well. We did offer a suggestion to help with the deck issues and these were agreed upon by the homeowner and completed by our company. The plaster issue was brought to our attention well after a full swim season. There was no way to determine the cause of the issues as we were not responsible for the care during this time period. In good faith, we did not dispute there was obvious issues and did make an attempt to further explore resolution with the plaster crew. It was determined the only solution was to reshoot the pool plaster finish. We had decided it would be best to repair the stone pieces along with reshooting the pool simultaneously. The perfect plan was to process this repair in the off season, however due to the weather, the holidays, and contractor availability this was not possible. We want to complete both repairs at the same time and have explained this to the clients. At this time we plan to proceed with the repairs the week of June 13th. The pool will be drained and prepped, the coping stones will be replaced, and the pool will be replastered. once the pool is full, we will do a start up hand over the operation to the clients. Consumer Response /* (2000, 9, 2022/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the terms of the timeline to repair. I would like the case to remain open until the company has completed the repairs as stated. The owner has made these promises over and over in the past 12 moths with no resolve.

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