ComplaintsforMirage Custom Pools, LLC

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pool/jacuzzi from Mirage Custom Pools and requested warranty items to be addressed and fixed in July of 2021. Mirage Custom Pools has failed to address the two remaining issues (rust stains in the plaster and 1 time free paver leveling). I have made numerous phone calls, emails, text messages requesting the items be fixed. Mirage Custom Pools has failed to reply to my request and honor their contractual agreement. In the one or two phone calls I have received from a representative, I was told they do not offer a free paver leveling, yet this one was of the reasons we went with pavers and were told by the company owner's son that we would get 1 free leveling. The same representative also stated after looking into the plaster issue, there was a flaw in the material the plaster company used, yet nothing has been done to fix the problem. I spent an enormous amount on money on this pool and I expected much better service from Mirage Custom Pools, especially after reviewing their printed material about the company, I must insist that Mirage Custom Pools live up to their contractual agreement and fix the warranty items ASAP, 9 months is too long. If Mirage Custom Pools fails to complete the process I will be forced to take legal action.

  Business response

  07/25/2022

  Business Response /* (1000, 16, 2022/06/14) */ MCP has responded to ***** ******** regarding his concerns of the project. We received a letter from his attorney and we have offered to visit with him on site. The communication was sent via his attorney on 6/10/22. We have also requested pool maintenance records for the interior finish concerns and have not received the records to date

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mirage Custom Pools ("Mirage") finalized our pool in April of 2020. At that time, there were certain minor items that needed to be finalized, and Mirage also provided a 12-month period during which they would and fix minor items (re-level pavers, etc.). During the summer of 2020, it was noted that one of the grout lines on one of the skimmers was missing its grout. As this cannot be seen unless in the pool, it was not noticed until we began using the pool in the summer of 2020. We notified Mirage of the issue and they indicated they would have the skimmer grout completed. Since that time, we have had numerous calls and email correspondence with the regarding completing of the skimmer grout, with document occurrences in: 1) Sept 2020 2) 12/7/2020 3) 1/5/2021 4) 1/25/2021 5) 1/29/2021 6) 3/24/2021 7) 7/6/2021 8) 7/19/2021 We are now to the point where the last few attempts to contact them on the matter are completely ignored, and they will not return emails or phone calls.

  Business response

  01/14/2022

  Business Response /* (1000, 7, 2021/12/02) */ I do not have any record of his attempts to reach out to us but we have reached out to him to find out how to deal with the issues that they have.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, 11/3/21 we have paid in full for our pool with Mirage Custom Pools. However, they have yet to finish our project. The following are very concerning to us- They did not complete the plaster as agreed upon in the contract, and have not provided a resolution. They have not finished installing or removing temporary devices on all of our pool equipment Haven't installed the cover on our BBQ island Haven't completed the electrical on the BBQ island Haven't installed the gate on the dog run Haven't installed the insert in the fire pit Haven't installed drain covers Haven't removed all the debris from the job site, trash sitting next to our driveway still. We have a full pool, with wires exposed just behind the pool wall Haven't completed the travertine decking See attached document with full complaint and concerns. In general, we are incredibly disappointed that after speaking with the owner David, and paying him in full for everything, we don't have a completed job. When asking him about this, and the inaccurate plaster job he always deflects the issue to someone else. I have major concerns that I've paid this company and yet they haven't completed my project, let alone brought the items that are in the contract to my site. As for the plaster, he offered to change the design by tiling a specific portion to create an easier, more cost effective repair. That's not consistent with our signed contract. And David has very often pointed back to our contract for what our expectations should be. After conferring with another company I look forward to a resolution on the plaster that is either mutually beneficial, or otherwise includes redoing the plaster to meet the signed and agreed upon design as outlined in the contract. But minimally a follow up. It's been four working days and he's yet to follow up, and lacks any concerns about finishing this project that he's been paid for.

  Business response

  01/10/2022

  Business Response /* (1000, 7, 2021/11/29) */ This is being dealt with thru other channels

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