ComplaintsforThe Pool Guyz, Inc.

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We began pool construction with The Pool Guyz on 2/21/22 with an anticipated (per our contract) completion of March 2022, after pulling out a loan of over $70,000 for an in-ground fiber glass pool and hot tub. It is now August 2022 and our hot tub is still incomplete. The Pool Guyz will not answer our phone calls and I have made attempts to go to their office and the door is locked when I get there. The Coping around the hot tub is uneven and not what we asked for, and after waiting for two weeks for screws for the valves to complete the hot tub, we were told that their contractor lied to us and never ordered them. Since then, none of them will answer our phone calls or messages, and the hot tub is not usable or clean. additionally; we never received our contracted "pool school" or the rough grading promised in the contract, nor did the Pool Guyz do an adequate cleanup of materials or debris. We have been paying on a loan for a product we cannot use because of the complete incompetence and lack of communication from the Pool Guyz, neither of which are reasons stated in the contract for delay of completion. Our next step is reporting them to the police for fraud. Buyer beware: their open availability to install pools comes with a price. Do not use them.

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/08/09) */ Thanks for the opportunity to respond. Our customers satisfaction is very important to us. At this time, the only part of the project that has not been completed is the final inspection which can only be scheduled when the homeowner is available to allow the inspectors to do the inspection, and the final payment for the project has not been received. I have checked our phone records and we do not have any messages from you since May 23rd. We did speak with you at that time and times since then. Someone is in the office from 9-5 Monday through Friday unless running for a permit. The coping for the spa was not included in the contracted work, however we did reach out to Shore Paving that you paid to do the coping and understand from them that you already spoke with them and they are planning to come back and replace any coping stones that need to be replaced. The auto valves which are installed, have been on site however 4 of the screws that are required for installation were missing from the box when opened so the manufacturer sent more of the unique screws. Unfortunately, the replacement screws that were sent were incorrect ones for the part. So there was another delay in getting the correct screws for the valves. The company informed us that they were backordered due to covid and nationwide parts shortage. The pool and spa can both be used without the auto valves, the spa could just not be controlled from the phone but only from the box unit. The spa has been cleaned a second time now and we have shown you how to operate everything again. In reference to the rough grade, it was completed around the pool and spa prior to the concrete being poured on top of it. We set a high standard for ourselves and are truly sorry to hear that you felt that standard was not met in your interaction with our business.

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