Complaints

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3/22/21 I signed a contract for a pool 4/26/21 Work began 7/15/21 Concrete completed By September 2021 the concrete coping began falling off into the pool. I called and texted the own and project manager they came out a couple of weeks later and patched it coping without a reason why it was happening. They dismissed my questions. Then again in May 2022 I noticed even more coping falling off. In August 2022 the concrete contractor came out to patch the concrete. When I asked him why it was happening he told me the wrong forms where used, but he used what NB Pools gave him and the pool wasn't level. Nothing was done that day because the contractor was upset about the questions and conversation. ***** the owner of the company told me the "soil moves out here". I was never told about soil moving. I am new to TX from CA. ***** refuses to come out and look at the pool or do anything to fix the problem long term. I have all my text messages and photos. I have contacted two other pool builders for second and third opinions. Now I am getting estimates to have the concrete coping fixed and I am filling court case this week in small claims for the cost to have the pool repaired. The entire pool build was a nightmare. The day they started digging up my yard I wasn't home, I wasn't even told they were coming. The communication was terrible! ***** was rude to me over and over. No respect for me as a customer. I am a single woman and felt very bullied and ran over. I spend a great deal of money with NB Pools.

  

  Business response

  04/19/2023

  To whom it may concern,
  We have been in constant communication with ******************* and have all the text and emails to show. Due to ******************* stating she is pursuing small claims court,I cannot discuss all the details of the issue at hand or respond to all the false allegations. What I can say is that ********************* swimming pool permit with the city was originally denied because of the amount of concrete she ask us to design around the pool in her small backyard. We were able to get it approved after we reduced the % of the concrete her back yard, with the rest of the yard staying green space for drainage. ******************* was very aware of this limitation and was disappointed however decided to go forward with the pool. During the pool construction ******************* unsuccessfully tried to directly hire and pay our concrete contractor to extend the concrete deck beyond the permitted design. After the work was completed on her pool, ******************* decided to add more concrete,without a permit, directly against the pool we installed. In doing so, this disrupted the natural water flow of the yard, and possibly compromised the structural design of the pool. We tried a patch, but it did not hold due to the extra decking pushing up against the pool. The only long-term solution is to remove the extra concrete that ******************* installed, regrade the backyard to restore the natural drainage, and repair any damage that the extra decking caused to the pool. None of this would be covered under warranty. 

  Customer response

  04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

*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. ↩