Complaints

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:03/22/2023

  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 a home warranty for one year that we paid upfront for in August 2022. The warranty includes coverage for the pool. In Nov. we begin having a loud noise come from our pool equipment. ****** with A Better Home came out to look at the issue. He said he identified the problem and needed to order a part. In discussions he mentioned just for my information, that the motor we have is not covered by the warranty due to it being a variable speed, not a standard motor. However, he assured me that wasn't causing the issue. After many trips & attempts at replacing different parts, ****** told us it was in fact the motor & would need to be replaced at our expense, but they could get it done. There was back and forth for 5 weeks at this point and ****** promised to have the pump repaired prior to the freeze so our pool would be protected (Dec. freeze). He went out of the country & had another technician, ****, attempt to replace it. Due to his inability to fix the pump in a timely manner, it appears he was not qualified to do so & in the process inadvertently drained our pool enough that the tanning ledge was exposed. We asked **** many times if the aggregate being exposed to freezing temps would be a problem. He said no & to leave the pool as is, refill it after the *********** would come back to fix the pump. I have a picture from when the pool was drained showing the tanning ledge with no damage, then a picture 9 days later with the pool refilled showing damage on the ledge. I had a local pool company come out to assess the damage and they stated it is clearly freeze damage. A Better Home finally had someone from a pool company come out, 2 months later, who clearly had a conversation with ****/*********************** to inspecting the pool. I have requested they have a qualified company replaster my pool to repair the damage. ****** was supposed to call me back with the report from that person and next steps, but over a month later still has not returned my calls.

  Business Response

  Date: 04/12/2023

  We responded to a call on a noisy pool pump. On first inspection the noise appeared to be consistent with an impellar. We explained that their policy only covered the pump and impellar assembly. Due to difficulty in sourcing parts it required more time than anticipated. During the rebuild process, it became apparent that the pump housing assembly was severely deteriorated and more than one of the studs that holds the assembly together came lose. After taking depths to repair those additional issues, during reassembly it became apparent that the bearings on the *** motor were also failing. Causing the impellar to be unstable and rub on the housing. After determining that the motor and pump assemblies were severely deteriorated, it became apparent that it couldn't be repaired. We notified the home owner that we would supply a new pump and motor assembly and that they would be responsible for the motor portion. We aranged to have the motor and pump assembly delivered and installed as soon as possible. The home owners claims that the damage on the tanning ledge are not consistant with the observations of professional contractors we hired to inspect. Their belief was that improper application of pool chemicals, such as pool chlorine and acid, had caused the issue because of the shallow water in that area. We would like to note in reference to the repairs made, the home owner has not paid for the agreed upon portion of the pump motor assembly, totaling over $1,000.

  Customer Answer

  Date: 04/13/2023

  Complaint: 19635161
  
  I am rejecting this response because:

  The detail provided by the warranty company setting out the challenges they had in accurately determining the cause of the original noise issue just reiterates that they arent qualified to handle pool equipment repairs. However, my concern and complaint is specifically regarding the plaster damage caused by inaccurate information provided by their technician, ****, after he inadvertently drained our pool prior to the freeze.  The evidence is in the pictures and information provided by multiple industry experts I have consulted. All have confirmed the damage caused by chemical imbalances would not suddenly present and would not be limited to one area of the pool. Further, the pool chemicals have been professionally maintained on a weekly basis for years by a reputable local company.
  
  I also engaged a third-party, unbiased, pool builder/remodeling company to come out to assess the damage in January, weeks after I informed the warranty company of the damage. This company stated that the damage was caused by the plaster being exposed during the freeze. My understanding of the details provided by the gentleman is that when exposed, the moisture retained within the plaster expands when it freezes, thus when it thaws the aggregate crumbles. Which is the exact damage seen on the tanning ledge.  ****** never provided the report from the company they engaged, as he promised, nor do I know how reputable the company is they supposedly hired. The A Better Home Warranty technician relied heavily on the guidance of a longtime friend who has been in the pool business for decades according to ****. Anyways, when the young man was out inspecting the pool with ******, he stated it was scaling. The damage on the tanning ledge does not resemble scaling in any manner, and again, scaling would not be limited to one area. Further, scaling is a build up that can be treated and removed and the pool maintenance company that maintains my pool on a weekly basis reports there is no evidence of such. The damage on the tanning ledge is literally crumbling aggregate. I offered for ****** to meet with the local pool company that came out to inspect the pool in January and he never responded. This was after ****** said that when he gets the report from the company he used and if we still didnt agree we could have another company come out. Instead of following up with the report, A Better Home Warranty simply stopped responding. In my opinion, that in itself admits fault. In their response to my BBB complaint, they mentioned the cost to replace the motor, Ive yet to see an invoice for it. However, I did tell **** ,when the damage occurred, that I would not be paying them until we resolve this issue. As far as Im concerned, they currently are indebted for the cost of replastering my pool. After that occurs, I am happy to pay the previously agreed upon amount for the motor. They would clearly rather let the $1000 for the motor go, than pay the cost of replastering the pool and continuing to provide warranty service for the remaining time on our warranty contract. Conducting business in this manner is appalling and they should be held accountable. 

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

  Business Response

  Date: 04/30/2023

  
  
  
  
  
  
  
  
  Response to supplemental complaint and supplemental answer to the original complaint.
  
  First, the matter of standing needs to be raised. ******************************* is not a customer of **********************, and she never would have been had she been exposed to **** as involved with ******************************
  **************** had been a customer of **** and A ********************** Deal since January, 2018. *************** had always been a courteous customer.  We did not know he had been married, and we did not know who he had married. Our history with ******************** had been very trying dealing with her rudeness, so that when her contract with **** expired, we noted that she would not be allowed to have the contract extended.  We had no interest in dealing with her or any other customers who behaved as she did.
  We provided the Home Warranty Contract to ****************, and we just started our normal processes, basically waiting for a customer to call us to request service.
  Our point is that she had no contract with either company, and if there is a claim upon which the customer wishes to proceed, it should be brought by ****************. In fact when ******************** was told by a professional pool  person that her pool is 18 years old and needed to be entirely resurfaced, as would any pool this age, she stated that she is . . . not going to spend a cent on this pool.
  Second, assuming **************** wishes to proceed, we deny everything contained in Ms. ********* complaint and her subsequent (or modified) complaint. In fact the pool is 18 years old, and many problems were noted in the inspection report.
  There was work performed for free while we were dealing with the pump and impeller assembly, which is not unusual for ***********************, as he is the sole owner of A Better Deal, and one of the founders of **** about 15 years ago.  He did not want any complaints to be a blemish on his reputation.  Please note that in ABHWs entire lifetime of business, there has never been a complaint filed against ****.  ************** always does more than is necessary.  In this case, however, we will not stand to be blackmailed by *********************
  There is no coverage for incidental damage to the damage to the ledge.
  We are happy to discuss this complaint with **************** as well as the $1000.00 he owes to ****, but not with *********************
  why here...

  Customer Answer

  Date: 05/01/2023

  Complaint: 19635161
  
  I am rejecting this response because:

  Again, a response that doesnt address the specifics of the complaint, but attacks a paying customer.  *********************** (an attorney and affiliated with ABHW) throwing around legal jargon in attempt to intimidate a customer seems like bad business. I do own the house with **************** and have since we bought the house and entered into a service agreement. Apparently they should add a question of who are you in a relationship with or might one day marry when agreeing to enter a service contract with someone. Or even, is there a co-owner of this property, if that is a concern of theirs. I am confident it is standard business practice to deal with both homeowners, if there are two, when there is a service contract on a property. So to say our complaint is invalid because it came from me, isnt actually true. **************** has all of the same information and issues with the damage to our pool, and being community property owners in the State of Texas, either of us are able to communicate regarding such. 
  
  Further, the information purported as fact, is inaccurate. **************** has not been a customer prior to the current contract on the ***************** property. It was actually me, ******************** nka *****************, that had a contract with ABHW since 2018 and suggested we continue that service when we purchased a new home together. Prior to the 2022 payment and contract with ABHW, ****************, to his recollection, has never done business with them. **************** would be interested in seeing payment details of the payments he made for services from 2018 forward. 
  
  Additionally, all of the statements made regarding not renewing a contract with me are completely negated considering on February 19, 2023,  A Better Home Warranty emailed Invoice #***** to renew service on my previous property,  addressed to ***************************.  It appears they were perfectly willing to continue doing business with me, even requesting payment. My only recollection of an issue with ABHW was when ***** had issued payment for a buy out when I had to replace my AC unit at my previous residence, but she then decided to stop payment on the check because she didnt have all of the information and chose not to ask me prior to doing that. However, she was clearly at fault there, since payment was reissued. I even have text communication with her including a kind gesture of a smiley face. So it is definitely news to me that they didnt plan to continue doing business with me. Perhaps when a customer has to utilize the ********************** and they actually have to pay out for something they consider that rudeness. 
  
  Im not sure who they are referring to as the pool professional that said I stated Im not going to spend a cent on this pool, because those words, nor anything close were spoken by me. Interestingly enough, I regularly spend money on the pool to have it professionally maintained weekly. Ive also never been told the entire pool needs to be resurfaced by anyone, including the multiple industry professionals that Ive spoken to or the person ****** brought out for the inspection. That person was more concerned with questioning my chemicals and saying there was scaling, even though he didnt actually test the chemicals because he would find they are maintained at the level required and there is no evidence of scaling in my pool. ****** even looked more closely at the damage we are concerned about on the tanning ledge and made a comment about how he didnt realize it was the bright blue part that was the actual damage, he had thought it was the more muted tone that still had the aggregate, as opposed to being the bright part that no longer had aggregate on it. At that point, ****** then wrapped up the conversation with the person he brought (who Im still not sure what qualifications he has) and said he will get with the office and I should hear back. And I never did . . . so here we are 4 months after the damage occurred. 
  
  We are attempting to resolve this issue in a manner that doesnt damage the reputation of ABHW, by working through the BBB to get our pool fixed. Im unclear as to how that is considered blackmail. Again, seems like ABHW prefers to slander customers when a valid complaint is brought about, rather than taking ownership of the damage they caused. Our only goal is to have the damage ABHW caused be repaired. 

  Regards,
  
  *************************** & *************************

  Business Response

  Date: 05/24/2023

  Our company is not responsible for pre existing damage that was noted in the inspection report before the customer purchased the home we provided this warranty for. The customer was told to address this asap. He did not. Had water not been under the coating there would have been no more damage (if, indeed, there was). This has been addressed in previous responses as well as in the submitted inspection report. In more than 10 years this is the first inspection report that has included so much damage to a swimming pool.
  All was explained in the first reply to *********************
  **************** has invoices from our sister company going back to January 25, 2018. ******************** has no need to see these. Obviously these were prior to their marriage. After their marriage **************** continues to have the right to contract on his own, which is what he did with the home warranty.Community property has nothing to do with this contract right. When we spoke *************** told me he had bought a new home, at which time we marked his *********** home as sold in our database. He did not mention marriage. Usually our home warranties are in both names of a couple.
  Invoice #***** on 2/18/22 was an overdue bill. It was finally paid 3/2/22.
  Ms. ********** argument on age of her home is with Tarrant County, who lists first time the home at new address being on the market as 3/9/2008. Before then it was just land. She can follow when it was reduced in price, taken off market, re-listed, etc. Perhaps the pool people just looked at the coating, when that was used, the damage to the whole pool, equipment falling apart (and age of) and placed it at 17 to 18 years old. We dont know the basis but he still said it.
  Texts about the buyout check also mentioned that no other company would have issued ******************** a check on something that was not covered by her contract because it was obsolete.
  Oddly, after ******************* is given name and phone of those who are looking at the pool, they no longer  communicate with us. **** continues to try to help **************** find someone to repair the damage throughout his pool, as noted in the inspection report as needed asap. This, again, is going above and beyond the scope of our responsibilities to the homeowner.
  ll us why here...

  Customer Answer

  Date: 05/24/2023

  Complaint: 19635161
  
  I am rejecting this response because:

  Unlike ****************, I will address the situation by providing factual information and documents that support such. 
  
  Inspection report: please see the attached screenshot from the inspection report that is related to the pool. It doesnt say anything close to what **************** stated. It addresses MINOR mortar cracks in the decking/coping. Absolutely nothing is mentioned about the plaster or any issues related to it. Nor is there mention of substantial damage to the pool as **************** mentions. Perhaps she is confused as to what property we are discussing or has the wrong inspection report?

  
  Mr. ******* previous property: He doesnt even know who their sister company is, but does know he did not have a home warranty with A Better Home Warranty. Again, perhaps you should ask potential customers if they are married or have plans of marrying within the 13-month term of the contract, since that seems to be important to you all.

  
  Invoice: please see the attached screenshot of the email received on 2/19/2023. Conveniently the link now pulls up a year old invoice that was paid in March of 2022, according to ****************. Not sure why you would send out an invoice a year after the supposed invoice had been paid. Perhaps some changes were made to the invoice recently to support Ms. ******* excuse for the invoice received on 2/19/2023. 

  
  Age of plaster: The age of my house is not in question, its the age of the pool, specifically the plaster. Just to provide the facts, my house is 16 years old, not 18 as previously stated by ****************. Please see the attached invoice from 2016 for when the pool was plastered. 

  
  Buyout Check: The obsolete/buyout provision was in my contract at the time, as a matter of fact, ****** pointed me to that particular paragraph when explaining why they wouldnt be covering replacement of the unit, but rather paying a buyout. There is no question A Better Home was contractually obligated to pay the buyout, otherwise there is zero chance I wouldve received that payment. I cant speak to the warranty terms currently, because Im certain they have been recently revised. But of course all of this is actually not relevant to the pool plaster issue, more of me having to constantly fight off attacks by *****************

  
  Communication with ****: The most recent communication **************** had with **** is when he called to schedule a time to bring out another pool company. **************** immediately passed that information along and I reached out to **** to schedule a time. **************** had no further communication with ****. On the call I had with **** he stated he will be bringing a company out to provide a quote for replastering the pool. When I asked if they will be selecting the company to do the repairs, he said yes they will. I expressed that I would like to know who the company is to confirm the quality of work they do. He did not know the company at that time but said he would have someone out the following week. I informed him of our availability, and he agreed to have someone out Tuesday or Wednesday of that week and would follow up on the specifics. I then followed up via text on Monday, May 8th to see if **** knew the day and time someone would be out. Please see the attached screenshot for the communication with ********* 

  
  I have not received the name or number of the one pool company that A Better Home Warranty brought out. So not sure where that came from or what exactly **************** is eluding to. 

  
  Again, **************** continues to make statements that are not true. I would appreciate if documentation would be provided to support the statements she has made. All documentation I have provided confirms my statements. The fact remains that the tanning ledge plaster had no damage as shown in the picture taken 12/21/2022 (previously provided) when the pool had been inadvertently drained. The damage is then evident in the picture taken just nine days later. There is no question the damage was caused by the plaster being exposed during the freeze (that documentation previously provided as well). 
  
  Regards,
  
  ***********************