ComplaintsforElite Pools & Outdoor Living

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Elite Pools and Outdoor Living was contracted to replaster our pool, replace the tile and repair mortar joints on the deck area. ******************* (owner) has completed the work on 8-14-22. He was paid in full at that time. Since that time, beginning in March we have tried over ***** times through email and texts to get him to honor his warranty on the mortar joint above the tile. The joint (shown in 6 pictures attached) began cracking off into the pool and falling apart within 6 months of the completion of the job. ***** has agreed multiple times to honor the warranty and make the repairs, both in writing (attached) and verbally over the phone. The problem has been that these promises have NEVER been fulfilled. His excuses always fall back onto the sub who did the mortar work for him not being dependable. As *** told *****, the only checks I wrote were to Elite Pools and Outdoor Living and the subs that he chooses fall under his companies warranty agreement. ***** has left me no option but to file a complaint with the BBB due to his inability to honor his 1 year workmanship warranty. NO ONE SHOULD EVER HAVE TO BEG A COMPANY FOR MONTHS ON END TO DO THE RIGHT THING.

  Business response

  07/31/2023

  **************** is correct in the fact that he has some joint issues between his coping/deck and his tile line that need to be addressed  He and I have spoken many times regarding this issue.  The larger issue at hand is the work force in my industry.  The original work was completed by tile and coping installers that I had used for years. Who I had never had issues with showing up for jobs. They had all of my work, big or small.  With any trade in construction for a variety of reasons, some guys disappear on you, move on to other work, leave the country, their business falls apart, they lose crew members,  or just flat out stop responding to you.  **************** knows this, as we have had conversations about my industry and his for getting workers to show up.   I tried and tried for a long time to get ***************** I used to come address their work and honor their word, just like I try to honor mine to my customers.  Another reason for this process and the waiting, is that tile and coping company had been paid.  To bring out another company, Im now paying twice for the work.  I understand that is part of running your own business and a risk I have to take on but that is one of the reasons for the delay.  You fast forward to the 1^st repair and warranty work being completed.  I hired a 2nd stone ***** that I had used in the past.  He had just recently quit a commercial industry job to start his own business again.  He was dependable and reliable and completed all of the work discussed with myself and *****************  I paid him in full, **************** was happy with the work and the job had been completed again.  The 2^nd ***** that I hired to come in and handle the warranty work has completed several other jobs for me, complete pool remodels, new pool installs, outdoor kitchens, fireplaces etc He recently just finished 2 jobs for me.  During this time period, ****************** warranty repair had been in discussion and was scheduled.  There had been dialogue, amongst all 3 of us.  I explained to **************** that I was trying, that I was trying to get him back over there, that I would even hold pay form him to get him to go honor his work at ****************** pool.  Since that scheduled date the 2^nd ***** I used, has ghosted me.  Completely ignored calls and text messages for 4-5 weeks now.  I explained to ****************, that I had moved on to a new ***** that I still have remodels and new pools being built and that I had moved on to a 3^rd ***** at this point who came from a solid reference.  I explained to **************** that once I got him lined out on my new pool, that I would have his repair scheduled.  Again, the biggest delay in all of this has been the lack of response from multiple *****s and the fact that Im trying not to have to pay for this work to be done a 3^rd time.  Again, once I have the new ***** lined out and we are caught up, Ill schedule the work to be done at ****************** pool.
  

  Customer response

  07/31/2023

  Complaint: 20316174
  
  I am rejecting this response because the work needs to be completed.  I understand that Elite Pools & Outdoor Living is having a hard time finding reliable help in our current work environment but the work must be completed.  ***** (Owner) has complicated the story in his response.  I will simplify:

  1st ***** - did minimal to no work on the deck mortar joints, tile, etc.  There is no way ***** would have paid the 2 individuals for coming over for part of 1 afternoon.  No warranty was needed because the work hadn't been completed and ***** (Owner) found ***** #2 on his own.

  2nd ***** - did a more complete job but it didn't withstand 6 months (1 year warranty).  The mortar joint is cracking and falling apart more each day.  Thus, my request for the warranty to be honored "FOR THE FIRST TIME".  This is the individual who "ghosted" ***** and left projects unfinished.

  3rd ***** - have not met or seen to date.  

  ALL of our communication that ***** refers to is initiated by me via text or email.  I would like to hear from ***** with a start date and get this completed, correctly.  My hope is that this can be settled through working with the BBB and Elite honoring their warranty.  
  
  

   

  Regards,
  
  *********************

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Elite Pools is holding warranty work on my project hostage due to a change order dispute on a pump replacement that was not authorized in writing per conditions of our Agreement nor communicated in any way via text, email, in-person, or by phone. Elite Pools was paid in full for the project and accepted final payment on 8/4/21. The warranty period is for two years from the date the pool was plastered which was on 6/3/21. Warranty discussions have been ongoing since 12/10/21 with no work performed to date. Warranty items include (1) loose stonework and (2) power/audio wiring deficiencies resulting in audio cutting out when lights are turned on. I'm also missing a grill rotisserie handle that was part of the project, but never delivered due to long lead times during the covid pandemic. However, the part has arrived on 5/4/21, but has yet to be turned over to me.

  Business response

  08/01/2022

  The job in question was completed per the contract and agreement. The homeowner had a filter pump freeze during the big freeze of 2021. I replaced the pump in the middle of construction knowing that we were about to plaster the pool and so that the homeowner could have a completed project. If I had not replaced the pump the homeowner wouldve been without a pool for three or four months or longer. As the entire ************** was looking for parts.

  Nobody in the state of ***** had their pool equipment covered by warranty from any of the major pool product manufacturers. I asked the homeowner to pay for the new pump and installation just like any of my other customers. They refused to pay for the replacement.

  All of his warranty items have been submitted to the trades responsible for that work. The rotisserie k*** handle that hes referring to came in to the retail store. That supplier emailed both of us and I assumed he went to pick up the handle.

  That handle has since been delivered and all other work has been scheduled. I am still out nearly $3000 for replacing the pump in good faith to ensure his project was completed in a timely manner.

  Customer response

  08/01/2022

  Complaint: 17414244
  
  I am rejecting this response because:
  

  I'll accept the response once the warranty items are complete. I have yet to be notified when the remaining items are scheduled and as noted in my complaint, the business was notified in Dec. 2021 (going on 8 months) that repairs were needed. The rotisserie handle has been delivered as noted.

  
  The pump that was replaced during construction due to it freezing had yet to have power brought to it and my pool had no water in it. The pump was never operational before it was damaged and replaced, and the project was far from complete. The business had charged the pump and piping with water for pressure testing. Knowing the lines were charged and a hard freeze warning was issued,the business released the pressure off the system the evening before the freeze. However, only the pump basket strainer lid was removed, leaving the pump and piping full of water. The drain plug on the pump was not removed to properly drain the system. As a result of this negligence and the hard freeze,the pump was damaged. I paid for a fully operational pump and pool and that's what I expected to receive. And as noted in the complaint, there were no discussions of a change order for the pump replacement until final payment was due.

  
  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. ↩