ComplaintsforBradley Signature Pools

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  We signed contract with Bradley signature pool on or about July 20, 2022. The project was for a pool, spa, waterfall, decking, barbeque and backyard cleanup. During the project it was very difficult to get a hold of the owner. Phone calls and text messages were not answered in a timely manner. We patiently waited for the pool to be completed with a giant hole in our backyard for months without any communication. The contractors Bradley would send over to do the tile work did not do a good job. Some of the tiles were placed backwards and I was constantly texting **** and sending pictures of the details. His response was: its hard-to-find good work these days and not to bother them. I have pictures of showing the tile placement. On or about May 11 the pool was filled. The ******* built a wall to cover the pool equipment. I sent Bradley a picture of the wall the grout used was not the same as what was used on the *** and the wall built covered the access to the pool equipment panel. I sent **** a picture and they came back and cut the wall making a mess that was NEVER cleaned up. Bradley Signature pools was given a list of itemized items that needed to be fixed: The grout and the wall, stone and tile on steps falling off or missing, table in the pool missing, cool decking peeling off, cracked tile and grout was Never cleaned and sealed on steps, The waterfall was NEVER started, and the backyard was NEVER cleaned. During the project we discussed some change orders but, were NEVER signed and agreed to other than the additional sitting areas in the pool. Bradley would discuss one fee and then wanted to charge a different fee. Very DISHONEST! BSP wanted me to sign a NON-DISCLOSE agreement before doing the project punch list and completing the job to my satisfaction. I have tried to contact and email BSP with no response. The project was paid in full at the time of contract signing.

  Business response

  11/02/2023

  Effective October 1, 2023 Distinct by Design Custom Pools **** dba Bradley Signature Pools is closed for business and no longer providing pool design, service, quotes or installation.

   

  For customers who had a pool installed and plastered between the dates of October 1, 2022 and October 1, 2023 with a pool workmanship warranty inquiry or request please send an email to:

   

  ******************************************.

   

  In the body of the email please provide the following information.

  Name, address, date of plaster installation and type of service or workmanship concern that you are requesting to have evaluated or corrected. You will receive a response within 36 hours.

   

  If your pool equipment is less than 3 years old and you have not been assigned a warranty station by Pentair previously, please email the following to ****************************************

  Name, address, best contact number, description of the component, or problem occuring.

   

  Your request will be forwarded to Pentair. Pentair will in turn assign a warranty station and have them contact you to arrange for your service request and visit.

   

  For any correspondence other than warranty inquiries please send correspondence by mail to:

   

  Distinct by Design Custom Pools, ****

  dba Bradley Signature Pools

  ********************* #***

  ****** ** 78155

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started with Bradley pools last July, 2022 and we cannot get the pool finished correctly. The owner, ****, will not answer his phone or return texts. The "stainless" rail they installed rusted within the first week and they have not replaced it yet. The plaster on the side of the pool is cracked and smeared beyond belief and they will not come back and fix. The pool waterfall has a leak that cannot get fixed...and the biggest problem is: The pool plaster was filled over the step floor markers so you cannot see the steps. The markers are not visible. This is a MAJOR health hazard if you cannot see the steps to enter the pool or where they are for anyone who might jump in the pool. Also, they guaranteed ** they would instruct ** how to use the pool and the equipment. That has not happened.We just want our pool finished so we can use it. But again, **** will not answer calls or texts so we do not know how to get this resolved.

  Business response

  06/06/2023

  To whom it may concern:

  Thank you for forwarding this complaint. After researching the matter, this is what I have found.

  A technician has been assigned and has been in communication with **************** regarding items of concern since the pool was completed March 29th, 2023.
  

  It is important to note, our company has a written warranty request process required to communicate, coordinate and schedule service and warranty related matters.

  This is outlined clearly on the warranty agreement signed and provided to the ******** with their construction agreement. (see attached)

  Warranty or service requests are not responded to, or scheduled via text messages, voicemails, or phone calls.

  As a courtesy, despite the homeowner not following the communication agreement outlined in their contract, we previously and repetitively assigned work orders to the subcontracted installers.

  Most recently, we assigned a work order regarding the waterfall repair with the masonry subtractors that installed the natural stone waterfall. 

  According to the warranty agreement, the installers are given up to 30 business days for non-emergency, warranty related repairs.

  The technician with Bradley Signature Pools that was assigned to help resolve concerns was notified of these matters by text message from *****************, April 22nd (which was a Saturday).

  As of June 6th, 2023, 29 business days has elapsed. It is important to note, a written warranty request has still yet to be received per the agreement.

  Please see the warranty form that was signed with their contract.

  Unfortunately, it appears that ***************** has disregard for our warranty and service procedure. 

  At the conclusion of the installation of the ******** pool, ********************* cell phone number was blocked from the business cell phone for reasons related to a lack of courtesy for business hours, unprofessional communication, unreasonable demands by text.

  Additionally, our company has a business phone number ***************** has been provided on multiple occasions. We would advise that number and voicemail be utilized as has been previously instructed.

  ***************** and her husband have also been provided the cell phone number for the technician assigned to resolve concerns the ******** bring to his attention. He has not failed to return contact regarding requests that are not even permitted per our agreement. As a courtesy, he has contacted them and kept an open line of communication regarding matters of concern.

  The ******** pool was plastered in March, and they have been using the pool since mid- April.

  The technician has offered to meet them the ******** and answer any questions regarding the pool operation, but the ******** have failed to schedule, or keep appointments and not reschedule. 

  We are unaware of any plaster cracks, or any smearing that is referred to in the complaint. If we had been contacted in writing, we would have requested the ******** send photographs, and make the warranty request in writing for this issue, thus honoring the agreement per the contract.

  For reference the email for service and warrant requests is: ******************************************

  The handrail is not rusted, it has chemical drip stain reactions or organic residue staining and dripping from surrounding trees. This has been previously communicated.

  The technician will advise on cleaning and preventative measures. It is not rust and the handrail is not damaged. 

  The step markers were complimentary, not required by code, and the customer selected the tile used to mark the steps and benches,

  They tiles are not covered, and they are visible. (see attached picture)

  Finally,

  attached are the following for reference:

  1. the warranty agreement that is found in the construction agreement, clearly stating text messages are not a method of requesting service or warranty,

  2. photo that illustrates marker tile can clearly seen on the steps and benches

  3. photo of the stainless handrail purchased from SR ***** and installed reflecting the handrail shows indications of staining that can be removed, not rust that is creating damage to the functionality or performance of the handrail.  

  As it stands, our company is aware of ********************* concerns and look to resolve them amicably and within the guidelines of our agreement.

  Customer response

  06/09/2023

  Complaint: 20151887
  
  I am rejecting this response because:  We were told that the warranty started when the pool was completed and it is still not completed.  We have asked since March for the issues to be completed but were told that they would work on them, but they have not,  The phone number they gave us is the only number that we have called.  We have called repeatedly only during business hours and sent texts but they are never returned, so I did try to call on a Saturday hoping to get a response.  We are living here and are available anytime someone from their company will call or come by and work on the pool.  We have asked for months to have a meeting with the owner of  Bradley Pools and he refuses to talk to us or meet with us.  To say, we have not kept meetings is totally untrue.  I am handicapped and am here all the time.  I rarely leave the house and am always available.  

  The handrail is rusted according to their second in command.  He has noted the issued and personally told us that the rail was defective and needed to be replaced, but as of today, that has not been done.  It was rusted the second day they installed it, so there was no chemical that could have touched it.  

  The tile markers are not visible in all areas.  Some are covered with plaster and we noted it with them the day it was done and they said they would be back to correct it....but again no one will return our call and no one has come to fix the markers.  He states, by code, they are not mandatory...but we paid for thim and wanted them for safety reasons.  I will be glad to provide pictures but unfortunately the pool now has water in it and I will need to drain it so pictures can be obtained.  He stats that the markers are on benches also.  We do not have benches.  He does not know that apparently because he will never come over and see the issues.

  The side wall of the pool is cracked in two places.  One has been fixed but not painted to match the exterior of the pool and the other one still needs attention.  

  Again, since the pool has never been completed, our contract states that warranty becomes active when the pool is completed.  So, we have tried to contact them via phone and via text.  They have NEVER said to go thru the warranty since the pool was not finished.

  We have paid them in full, in good faith, that they would complete the pool, but they do not seem to care that they have not finished and just want to make false accusations to say that we have not done our part.  That could not be further from the truth.  

  Since, he wants to quote the contract so much, the contract states that the pool would be completed by December 12, 2022.  We are still waiting  for it to be completed.  Also, they were supposed to teach us how to use the equipment and so farm, that has also not been done.  

  We appreciate the BBB trying to help us and look forward to trying to get our pool finished and completed per our contract.

  Regards,
  

  
  **************************

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