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Business Profile

Spa

Munro Luxury Pools and Spas

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/11/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    Hired them to do a pool for my home
    Quoted us $1115,000 ,which included the following along with landscape design ** * ********** ****** **** * ** ****** ********* *** * *** **** * ******* ***** ************ ******** ****** *** ********* **** * ******** *** ******** * ** ****** **** ********* *** * *** ***** ********* ******** ** **** ****** ****** ***** ****** ***** ************* *** ************ **** ***** **** **** * ******* ********** ******* ****** *** ** ******* ** ** ** ****** ******** **** *** ** *** ************ * * ******* *** ******* ******* *** **** * ******* **** * ******* *** ********** ****** **** * ***** **** ****** ******** *** ********** *********

    He also gave me a quote to do the landscaping $169,080.21, I gave them a $70,000 deposit for this , I thought they had their own in-house landscaper, but days before they needed to start ******* ***** (owners wife) told me they were shopping around for landscaper and when they found someone, and the price went up to $30,000. I then told Monroe Pools I needed to shop for another quote, and was able to find a landscaper who was substantially less, I spoke to the owner of Monroe Pools and he was fine with it, and told me that there was no hard feelings, and no mention of any cancellation fee . *** ********** *** **** ******** **** ***** * he will not return my deposit of $70,000 for the landscaping, nowhere in the contract does it say anything about a cancellation fee and nor did he mention that he would be charging me this if I went to another landscaper. He also has not completed the pool work . Has not finished the concrete collar around the pool which I paid had to hire someone else .They have not done concrete pad , and not delivered any of the pool equipment which is over $30,000 because he’s demanding another approx $15,000,
    So far I have paid -$147,713 just to have a pool put in the ground , and he’s asking for another 15,000.
    I paid $16,000 also for a cabana design
    He told me that there was possibly $10,000 of extra fill that he needed to do for the pool and remove soil but he said over a phone conversation with me that he would charge me time and material which would come in less than $10,000 . and now invoices me for $20,000 which I never agreed on.
    No where is the written that there was a cancellation fee for the landscaping . I knew that once he had my landscape deposit money he would make up costs to keep my landscape deposit. I know we’re in the contract. Is it written that I do not get the pool equipment until the invoice is paid fully. ** **** ***** * ** *** ***** **** **** ** * *** ******** **** **** * **** *** *** ********** I’ve also had to pay for permits which was also not in the contract and spent almost $2000.

    What I’m asking is for the cancellation fee to be returned,
    extra dirt they had to remove and fill was nowhere near $20,000 plus tax and that should be removed off invoice because I never agreed to this
    I would like all my equipment for the pool I’ve already paid for delivery as promised
    -They are not addressing the fact that they also put the pool in the wrong position
    In their contract, it states they will be replacing sod that is damaged, and since they are not doing the sod , it should reflect at the invoice along with all the other items I paid for that they did not do where they were responsible
    -they did not finish removing large rocks from my house and dirt.
    - The concrete pad and concrete collar they did not do should also be reflected in their invoice
    - The winter cover, and the soft cover was never delivered also
    - The software to run the pool was also not delivered
    - they also damaged my neighbours window wells
    -
    They are saying the cancellation fee reflects them spending time with me, they have not spent very limited time discussing the landscape design , and it was included in the quote, which I did not ask for any these items anyways, I did ask for a cabana design which I paid over $16,000 .

Munro Luxury Pools and Spas is NOT a BBB Accredited Business.

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