ComplaintsforAmerica's Swimming Pool of Coastal Virginia

• Initial Complaint

  06/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  At the beginning of April we signed a contract with ASP to replace a liner, and reform the bottom. We were told that the pool would be finished by the end of April. First issue, they did not almost finish till the middle of May, because they didn't have enough employees to keep up with what they scheduled. At the very end of the process, we had a leak in a return pipe and this made the liner float in two areas 9not their fault). I was told that I needed to fix the leak and drain the water. I was told by **** ***** ******, that he would bring out drain tubes to put behind the liner so it wouldn't wrinkle. They didn't bring the drain tubes out and once the water was drained we are left with wrinkles in the shallow end. I sent pics of wrinkles to the foreman and was told to get the water clean and that they would be out to fix the wrinkles. I also noticed that they missed a return jet and 2 of the strips around my steps. He said he would be out to fixes those and only did the return, the two strips are still sitting by my pool. I then noticed that there are two areas where the pool liner has become untucked. He also said he would fix those areas. Now we have wrinkles, 6 areas untucked and 2 strips missing around my steps. The owner has now told his foreman not to take my calls anymore.

  Business response

  06/22/2023

  We apologize for the delay in completing the project, however there is a need to clarify the situation.  We contracted to reform the bottom and install a new liner and completed this job and the liner looked great.  Before we collected on the final payment, a major leak in plumbing occurred that was unrelated to any of the work that we had contracted.  The result of water leaking out of the pool from this leak caused the pool to "float" and created the wrinkles.  When we attempted to collect on the final payment, the customer refused to pay unless we fixed the wrinkles.  I explained that we'd have to hire someone to use diving equipment to fix the leaks and there would be a charge to do this since it was unrelated to our contracted work.  The customer then told us our services would no longer be needed and they would not use us in the future.  I was not aware of the plate and liner tuck issues needed but we'll be happy to complete those simple issues since that was contracted work.  We had also offered to lend the customer a vacuum pump to use when refilling the pool but didn't hear back from them.  Given the customer refused to pay previously (they did pay) accused us of being dishonest, and submitted multiple negative reviews, I suggest they hire another company to make any necessary repairs to the plumbing and repair the wrinkles.  We cannot afford to provide free repair work on plumbing we didn't install originally and was not part of this project.

  Customer response

  06/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: The end of their statement is incorrect.  I was offered the vacuum, and also offered drain tubes to put behind the liner to help remove the water and avoid wrinkles.  The foreman told me that they would bring them out the next day and I agreed.  When they no showed me again I had to continue to drain the water from the well points.  ASP was never asked to repair the plumbing leak.  We took care of the repair ourselves and asked that ASP come get rid of the wrinkles they said they would help us avoid, and didn't.  We are not looking for any "free" work.  We would like you to finish the job you were contracted to do.  I still have a liner coming untucked, missing strips on my stairs and wrinkles in my liner.  Yes, I left poor reviews and will never use them again.  They do however need to make the job right.  
  
  Sincerely,
  
  ******* *****

*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. ↩