ComplaintsforDream Pools

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Warning! Warning! This has been the WORST POOL BUILDING EXPIERENCE EVER! The contractor **** has little to no follow up with me. **** will not check on the pace of the project or quality. I have had to fix issues myself. example: leaks, damage to yard and fence, crack sealing, clean up, etc. The pool project has gone 10 weeks over time and still not done. I reached out to the owner ****, she was not helpful and very argumentative. **** has no interest problem solving or customer satisfaction. I have given this company almost $93,000 and have had to spend more thousand to fix damage this company have caused. **** and **** are now asking me to give them more money for work they haven't even done. **** is now saying I have to give he money to keep my warranty on work I have already paid for. Unbelievable! I want $4323.00 for repair to fence repair, landscape damage and leak repairs paid to another company.I have all proof and documentation to support this honest and accurate review.

  Business response

  10/20/2022

  In regards the ***********************. He is in breach of contract and is delinquent in his payment. He upgraded his plaster **** and said he forgot to pay months ago. We kept working on his pool even though by contract all work should have stopped. He kept promising to pay but never did. By contract we are not responsible for the fence but had a contractor ready to do it for 800. We have plastered his pool and filled pool with water and chemicals done which by contract means his pool is deemed complete. We even  did start up, set all equipment and gas hook up and cleaned up. When last asked he acted like he paid the **** and then all of a sudden said he was not going to pay. We said we have a fence guy ready and just pay **** for plaster upgrade and we will do cool deck. He said he wasn't paying. After several attempts to work. I called personally and listened to a rant he was mustaken on many issues i corrected him on 1 thing and he hung up. After another attempt he refused to pay and said talk to his attorney which have not heard from. We told ****** not to have anyone else do work on his fence or anything or it will void warranty and also not paying for his pool voids his warranty. We are in the process of filing theft of service, lien and a small claim court order and will be having a constable serve him. We are sorry to do this but we can not have customers agree for workand have a contract and do the work and then have a customer not pay. Please call me with your questions.
  ******
  Owner
  (512(783-3812
  

  
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last year, Dream Pools completed our pool on June 26th. We had several issues following in the next 6 or so months, but with constant vigilance we were finally able to get things fixed- if we let up at all ***** our project manager, wouldn't do anything about them. In February, when it was cold out, we noticed we were still needing to fill our pool on a weekly basis, something that shouldn't need to be done in colder weather. We reached out to **** repeatedly and about 7 weeks later he finally had someone come out and they put a better seal on the pool lights thinking that was the issue. It however wasn't. We noticed water leaking out of the back of our built in spa. When the above fix didn't work we immediately reached back out to **** and we coordinated with the contractor to come back out, but we weren't going to be home when he was able to come out. We told him he could let himself into the back and we would meet with him as soon as we got home, only about a 20 minute difference in schedules, this apparently wasn't acceptable and we never heard from this man again. Since then we have reached out to **** several times to get this taken care of. He claims he calls contractors and then never follows up with us or the contractor that never shows up, and then tries to make it seem it was our fault for not following up with him, when that is his sole job. We can't finish our landscaping, or reparations to our yard, until this is fixed in case the yard needs to be dug up again to find any and all leaks. We just want this to be complete so we can part ways as this has been now over a year of going back and forth about problems/issues. Once he got that final check from us upon pool completion it was quite obvious our concerns/problems were no longer priority. We would like to be able to put this behind us but with $80,000+ into a project we expect it to not be leaking and now growing green mold/algae.

  Business response

  07/10/2022

  There was small seal leak behind the spa light this is a common problem and is now completely fixed.  When we were notified in February we sent our start up guy out and he resealed.  We assumed the fix was good.  When much later **** told us it was still leaking we scheduled our repair guy to go out again but **** was not home. After that our repairman caught Covid then had a death in his family that with trying to coordinate his schedule with ****** it was hard to get things together.  Our start up guy suddenly went out of business without telling us. **** called us to report that there still was a small leak so we hired **** of Leakology a leak specialist to check out the pool and fix any problems.  Apparently there are lots of pools with leaks but he put us in on his busy schedule.  He went out and did a die test and the leak was so minor it did not show up.  He resealed the light and the problem is fixed.  We always build quality pools and rarely have any problems afterwards.  We are sorry for any miscommunication.  Btw 80K for a beautiful 30ft x 15ft. pool and a raised waterfall spa with a ******* btu heater and wireless remote, U.V. System and 500 sq.ft. of cool deck is a very good price.

  Customer response

  07/14/2022

  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,
  
  ***************************

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