Complaints

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• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  writing to formally file a complaint regarding the pool installation and deck refit services provided by Rycor Property Maintenance. On August 14th, 2024, we agreed on a price for the installation of my new 27-ft pool, which was to be completed on August 15th. Unfortunately, the process was mishandled in numerous ways, causing significant damage, delays, and added costs, which I now seek compensation for.
  Initial Install problem
  When R**** began the pool install, he claimed the new pool was larger than the old one, despite both being 27-ft in diameter. This required additional work and a refit, for which I was quoted $6,800, which I agreed to.
  Project Delays and Inconsistent Attendance:
  The contractor was ill for approximately three weeks and frequently delayed or canceled work, showing up intermittently and causing the project to drag.
  After partially installing the pool walls on a Friday, they were left unsecured over the weekend, during which strong winds and rain caused them to collapse. I had to purchase a replacement wall after the original walls and tracks were bent. The contractor insisted he could continue the installation after attempting to fix the damaged walls.
  The liner was improperly installed, causing it to rip. I had to hire a professional pool company to replace the liner and install the skimmer. Despite this, the pool remains 4 inches off-level, requires a complete reinstallation.
  The deck, which was supposed to be refitted, is now unsafe. The gap between the deck and pool presents a hazard, as someone could easily fall and be injured.
  Due to the contractor's lack of professionalism, skill, and experience, I am requesting compensation for the following:
  The cost of hiring a new company, ny costs related to fixing of errors caused by the improper installation.
  I feel that I was misled regarding the contractor's abilities and the services provided were substandard, resulting in significant financial and emotional distress.

  Business Response

  Date: 29/10/2024

  I am corresponding in response to complaint number *********
  June 25th 2024 : I saw a post on ******** that was shared by a mutual friend about the client needing someone to install her new pool. I reached out and told her I could probably help her out but would need to have a look in-person and go from there. June 26th, I stopped by the client's house and had a conversation. She informed me that the person who was supposed to install the pool had not shown up again after only having been there initially for a couple of hours. 
  

  July 3rd 2024 : I had yet to receive a response so I reached back out to the client to see if she required help with her project. We connected and negotiated cost at this time.
  

  July 14th 2024 : The client and I exchanged messages via ******** messenger about taking out the existing, collapsed pool and reinstalling her new pool. We agreed for the work to begin on the afternoon of Wednesday July 24th, 2024. 

  
  July 22nd 2024 : The client reached out to me asking if we are on schedule for that week. I responded and informed her that the work will begin on July 25th, 2024 instead of the 24th, to which she agreed.

  
  The evening of July 24th 2024 : I reached out to the client as the weather was forecasting significant amounts of rain and I felt it was in the best interest of the project that the work begin instead on Friday July 26th, 2024 and then recommence again on Monday July 29th, 2024.

  
  July 25th 2024 : I reached out to the client to ensure everything was set for the commencement of work the following day, she agreed. 

  
  Friday July 26th 2024 : Myself, along with my two helpers went to the client's house to begin work on what should have been a simple take down and reinstallation of a new pool. When we arrived, the client had already taken the old, collapsed pool out of the area and had those components stored on the existing deck. We cleaned up the old pool walls, moved the new pool nearby and started working on the installation of the new pool. 
  After setting up the pool walls, and starting to install the structural posts along the outside of the pool we noticed that, in certain areas, the posts were so tight against the deck rim joints that they were causing flattened areas in the pool wall. At this revelation we stopped all work and brought the client up to speed on the situation we were now dealing with. At that time both the client and myself agreed that the new pool was slightly bigger than the existing decking which enclosed the pool. The deck needed to be cut back in order to fit the new pool as the structural posts stuck out further than what was there for space. We took down the pool walls, and placed everything back on the deck out of the way for the weekend.

  
  Sunday July 28th 2024 : I messaged the client and informed her that I did not think I will be in a safe and healthy condition to continue work the following day as I was headed to the hospital in B******** ** with what I thought at the time was a painful kidney infection. At this time, the client said "Oh no, hope you're ok, keep me posted" and "the work is here if you feel better, if not its will be here when you come."

  
  July 29th 2024 : I replied to her message explaining that I was very tired, in pain and had blood in my urine. I informed the client that the doctors wanted me to have more testing done and that I didn't feel it was in anyone's best interest for me to be working the following day.
  The morning of July 31st 2021 at 7:42 am : I messaged the client apologizing about not being able to work that day. She replied "See you tomorrow? Health always comes first." That afternoon the client informed me that she was in contact with her insurance about the deck needing to be cut back and how the initial contracting company didn't do the required work needed on the deck. Later that evening I messaged the client and told her there is more rain in the forecast and that we would make a decision in the morning on whether or not the work will continue and decided that if it was raining we will hold off. She agreed.

  
  August 1st  2024 : When I woke up, it was raining. We did not go to work at the client's house that day, nor did I feel the need to bother her with an explanation as work stoppage due to inclement weather had already been agreed upon. That afternoon, she messaged me asking what she should tell her insurance and if the list she had written up was sufficient. I looked over her list and agreed. That evening I received a message from the client stating "I appreciate everything. I wish I found you before I waited 2 months to be ghosted". 

  
  August 4th 2024 :  I reached out asking if everything was good for the next day. I informed her that is it still showing rain in the forecast but we will go and do what we can.

  
  Monday August 5th 2024 :  We went to the client's house and worked on re-leveling of the deck that was supposed to be completed by the previous contractor but wasn't. At the end of this day, I messaged the client and informed her I wouldn't be back the next day as I had previous obligations. I informed her that work should be completed in one day and would return on August 7th, 2024. She agreed.

  
  August 6th 2024 : I received a message from the client which was a screenshot of an email from what I was told was her insurance broker. In the email the insurance officer asked if her "pool company" (which I am not) could write a quote for retrofit of the deck. The client asked me to send the quote to her and she would forward it to her insurance, so I agreed. Later this evening I received another screenshot which was an email from the previous contractor to her insurance broker. In this email, the contractor explained that they went and inspected the deck and agreed it needed to be cut back in order for the new pool to fit.

  
  August 7th 2024 : We returned and continued work on re-leveling the deck and took measurements for the requested quote. I sent the quote for retrofitting the deck for the new pool that evening.

  
  August 8th 2024 : The client received confirmation from her insurance company stating that they were in agreement on the cost I quoted and that they will issue the payment via cheque to the client's house addressed to my company, Rycor Property Maintenance. I informed the client that we will return on Friday August 9th, 2024 in the afternoon to begin retrofitting the deck.

  
  August 9th 2024 : I messaged and informed the client that there is rain expected again but if it holds off we will be there to continue work. The client informed me that there was no rush.

  
  Sunday August 11th 2024 : I messaged the client stating that my helper, whom I required for work to continue, needed the day off so I booked her in for Tuesday, Wednesday and Friday of that week.

  
  August 13th 2024 :  I woke up with what I thought, at the time, was a chest infection and that I was in bed sick. I explained this to the client.

  
  August 15th 2024 : I informed the client that I was still home in bed sick and it wasn't a smart or safe choice to work.

  
  August 18th 2024 : After going to the hospital a second time I was told by the doctor in the ER that I had pneumonia in both lungs, a granuloma in the top of both lungs and that my lungs were only operating at 75% of their capacity. I asked the client to call my girlfriend as I was very ill and she would explain what was going on. 

  
  August 21st 2024 : I informed the client that I wouldn't be back just yet but I was on the mend.

  
  August 22nd 2024 : In the evening I told the client that we would be back the next day to continue work. At this point, my other clients had been rescheduled as I was giving priority to this client and was doing what was needed to best accommodate everyone.

  
  August 26th 2024 : We continued to work on her deck and cutting back the 4.25" that was quoted. That day, in-person, I informed the client that I had another job on the go and would get back, as soon as I was able, to finish.

  
  September 3rd 2024 :  I received a message asking if I was going back that week. I informed her that I had her in for the following day but that it will not be first thing as we were just finishing up with the other project. Later in the afternoon I messaged and apologized that we wouldn't be able to make it as we had some issues but we would return Friday Sept 6th, for sure and possibly also back on Sat Sept 7th.

  
  September 6th 2024 : We finished cutting the deck back to the required size and continued with the pool wall installation. At this point the deck work is not completed as it would have needed the pool installation in order to complete that task.

  
  September 7th 2024 :  I received a picture of her collapsed pool stating that she needed help. As soon as I received the message I informed her I was driving home from ******* but would go straight there. She stated "I hate to bother you but I don't want to ruin it." I told her that it was completely ok and that I didn't want any damage to happen either. At this time I told her I would sign the insurance cheque over to her if the pool needed replacing. An insurance cheque which I did not receive and was told there was a second cheque being issued because the first one "was lost in the mail". 
  We arrived late in the afternoon on Sept 7th and, along with the help from my girlfriend, my mother, the client and her friend, we managed to get the pool back up in a very bad wind and rain storm and secured it to the deck. Later that evening while at home I noticed on Facebook a post from the client about how her pool had collapsed again with many degrading comments referring to my business.
  

  At this point I felt discouraged and disheartened to see this post, especially after doing everything I could to help her. At 9:47 pm I sent the client a message stating the following:

  
  "Good evening,

  
  After much thought about today's events with the pool and how things have been going with this job, I think its in both of our best interests for me and my guys to step away. I do apologize for any inconvenience and undue stress this may have and has caused.
  In good faith, we will return, if you wish, on Monday to take down the pool walls, posts, top and bottom rails, and top and bottom plates. We will ensure the pool and all of its components are put away safely, clean up, and dispose of any and all debris, including the old pool.
  I have misjudged the structural integrity of the pool walls, and therefore, I will have either the cash from your insurance cheque of $6888.44 paid to you or sign the cheque over to you. I will issue a receipt for the $1000 paid in cash and we will accept that for all of the work completed on the deck to date.
  I understand this may be a difficult situation for you, and I apologize again. I just don't think I am the right person to complete this task. I also wish you good luck in getting this project completed in a timely manner. 

  
  Sincerely,

  
  *****

  
  After communicating back and forth we agreed to talk, in-person, at her house on Monday morning.

  Myself and my helpers returned on Monday September 9th, 2024. My helpers continued to move forward with the scope of work as I spoke directly, in-person with the client in her kitchen. After our conversation I was under the understanding that we will move forward with the pool installation with the help of the client herself. That day, myself and my helpers straightened the pool walls that were buckled, cleaned up old debris and detritus we had stored on site. 

  
  We returned on September 11th, 2024, to build the client a new step for her deck with materials supplied by her, which was not in any quote or paid for by the client. That day she informed me she reached out to the pool supplier to ask what their thoughts were and to see if "there was warranty" on the pool wall. I told her that the pool wall was a concern of mine and asked her to keep me posted.

  
  September 12th 2024 : We returned and were told by the client to move forward with the pool liner install. We installed the liner under the direct supervision of the client. As the client watched ******* *ideos on how to install the pool liner and after reading the directions, I informed everyone there that I didn't think the way we were doing it was the proper way but the client insisted. Once everything was installed I noticed the liner was pulling in certain areas, the pool walls were buckling and it didn't seem right. The client then called "her friend who was a pool installer for many years" and asked if that was normal. The person on the phone informed the client that it can happen and to boil water to pour on the liner so it will stretch. After the liner was in the pool, the client started filling the pool with her outside faucet, she continued to do so into the evening and continued to have issues with the liner pulling. 

  
  September 13th 2024 : We returned to pool with the liner pulled out. As we continued to try and resolve the issue with boiling water and multiple hands pulling, the liner wouldn't go on the way it was installed again. We decided that the pool needed to be drained and reassessed. I rented a 2" pump and drained the pool. we then took the liner back out, with no damage.

  
  The client then reached out to a local pool installer to have them send some guys and check the situation out. Two gentlemen showed up and moved forward with the pool liner installation. They cut a section off of the liner lip and used "j hooks" from the old pool to install the liner. Myself and my helpers assisted with this process under their direct supervision. After the liner was in, the pool installer guys told the client to fill the pool and they would return on Monday to cut the hole for the skimmer..

  
  September 18th 2024 : The client messaged me stating that the pool guys came back, cut the hole for the skimmer and then proceeded to tell the client that the pool was unlevel and needed to be taken down. I told the client I would come back and drain it again if she wanted/needed. At this point the client informed me that she wants to put the project on hold and she ordered new pool walls for $1300, but they will not arrive for three weeks. She asked for recommendations on moving forward without anymore complication. I told the client that I think we should drain the pool, pack everything up for the winter, and move forward in the spring.
  

  To date, I have received $1000 payment from the client and empty promises of an insurance cheque. I have paid for materials, supplies, fuel, rentals and my helper costs. I have offered every solution I could think of during this process. I have also kept in regular contact with my client, just like I do with every client. 
  

  Given the facts and statements above, I do not feel I am responsible for any monetary retribution to be paid to my previous client and have already accepted a loss on this project.