ComplaintsforSplash Pad Pool Builders

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would not recommend using SplashPad pool. The company grossly misrepresented key capabilities and timeframes the company had no intention delivering on. I was falsely advised the company was familiar with ********* and had installed numerous units in the past. That is not true and my project was only the second jet the company installed and they were completely unqualified. SplashPad also stated they were completing projects in. ***** days. That too was a gross misrepresentation as I stand here at almost 90 days and my pool sits unfinished in my yard. SplashPads changes the schedule daily and only continues to add delay after delay with no communication to the client. Im now being advised a missing part may already be installed. The company should be avoided.

  Business response

  01/12/2024

  Dear BBB,

  This communication is in response to the BBB Complaint received by the Splash Pad Pool Builder staff on Wed, Jan 10, **** at 4:21?PM, in which you are citing ************** having a complaint.

  Splash Pad Pool Builder is not in agreement with the complainants assertions. Please note the following attachments/notes.

  1. 3rd party substantiation of more than two ********* being installed by our company. 

  2. Communication strategy and capabilities through Buildertrend software

  (customer portal-example of the services we provide to our customers with our *********************** system) ******************************************************************

  4. Operations Coordinator job description for verification that our company expects our coordinators to call, email and have continuous communication with customers through the build process.

  5. Contract: see Section 9 addressing DELAYS (no liability in delays due to weather, labor shortage, material supply chain lags, holidays, independent contractors, customer changes etc.) To include, there are no build times in the contract.

  6. Online reviews from past customers substantiating some pools built in ***** day time frames. (Although we DO NOT advertise or tell customers we guarantee ANY build times. We teach our staff to NEVER give specific time frames due to so many variables during an outdoor build process)

  Unfortunately, the sales representative that sold this pool is no long with our company and nor are the Operations Coordinator and ************************************************* has 20 employees and no one single employee can represent the overall companies capabilities.

  Furthermore, ****************** pool is nearing completion and is currently seeing delays due to freezing weather. If we proceeded with plaster during the freezing weather events the quality of the product will be poor and will void any and all warranties. 

  Below is the schedule to give clarity to the progressiveness of this project and diligence of our staff. (From excavation to now it has been 55 business days to build a pool and spa with raised walls and fire features while having multiple rain days and multiple holidays)

  Timeline:

  Sept 9th Contract executed

  Sept 13 All Construction Drawings were completed

  Sept 14 Supervisor Review

  Sept 15 Handoff from **************** & ****************************** to Operations Production Teams (This is a 2-3 hour meeting reviewing the project in totality)

  Sept 22 (Friday) Pre-Con Meeting with the Customer

  Sept 25 (Monday) Submitted for Permit (begin waiting on city to approve)

  Oct 17 Received HOA approval

  Oct 30 Permit Approved/Released

  Nov 1 Pool Excavation (Dig)******

  Nov 2 Soil injection

  Nov 3 Plumbing

  Nov 6 City Inspection

  Nov 7 Gas install

  Nov 8 City Inspection

  Nov 10 Equipment installed

  Nov 13 Electrical install

  Nov 22 Masonry Install

  Nov 23, 24 **************************** Closed)

  Nov 28, 29, 30 Masonry continued

  Dec 1, 5, 6, 7 Masonry continued

  Dec 8 City Inspection

  Dec 18 Bond Wire

  Dec 19 Fencing

  Dec 20 Deck bond

  Dec 25 ***************** Closed)

  Dec 26 more equipment install

  Dec 27 Gas connection

  Dec 29 City Inspection

  Jan 1 New ***************** Closed)

  Jan 2 Electrical breaker install

  Jan 10 City Inspection

  Please note there were six rain days and five holidays in which our company was unable to work on ****************** project. 

  We are scheduled to complete this project in the next two weeks. We are appreciative that the BBB and ************** have brought these concerns to our attention and we will continue to strive to give great customer service and have ************** the pool he dreams of in the next couple weeks. We are apologetic of any discomfort and/or frustration with the transitioning of our employees. We have plenty of staff and believe these transitions have been managed and completed over a month ago causing minimal timeline interruptions.  

  In conclusion, we do not accept the dispute or even believe that there is an actual dispute. Senior team members and Managing Partner have all been in communication with the customer in the last week to continue assuring ************** that we care and want to assist in completing this project. 

   

   

   

   

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