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Business Profile

Pool Contractors

Passion pool and pond ltd

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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  • Initial Complaint

    Date:03/10/2022

    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.
    On July 25th 2022 passion pools and pond poured concrete around our pool they install this summer. About 1200sq. The concrete didn’t look good at the time but ******** assured us that it was just curing and it would “even out” and “lighten” up in a few weeks. We were patient and listened to him since he has been building pools for 15+ years. The concrete was also very slippery (the day he poured it he told the kids you cannot run on this pool deck)and he claimed that was from the sealer they put on and that it would also take time to go away. After a few weeks and a few conversations about how unhappy we with with the job he did he said he would try and fix it by putting xylene on the concrete to make it more white and apply Sharkbite to make it not so slippery. Both did not work like he said. There are also dozens of spots where the concrete is not smooth. He avoided those areas all together when trying to talk with him about it he would say “things got rough over there but we did the best we could with what people we had”Overall we are not happy with the job we received as he told us we were getting a professional job and that is not what we received. He was paid in full as the contract stated after certain stages he had to be paid to continue work. I have had phone call conversations and text message conversations with him about this and he says I’m being ridiculous and absurd and that the job he did is acceptable and a professional job. I’ve also talked with people who HE hired to help with the concrete and their response after seeing it is “ Rip out and replace on johns dollar that is god awful”. I have contacted a lawyer and will go down that road if ******** doesn’t want to do anything about the mess he has created.

    Business Response

    Date: 21/10/2022

    Re: ****** & ******* **** Customer Complaint Please see below for a written summary of events that relate to the issue in dispute. Further to this letter you will find attached: ? Signed Pool Contract & Proposal between Passion Pool & Pond & the customer ? Email exchange for offer of discounted pool equipment to make amends. ? Invoice for discounted pool equipment ? Concrete facts sheet ? Pictures of the concrete pour time stamped July 25th 11:00 - 11:45am (attached to email, not this letter) Summary of events related to dispute: On July 27th 2021, at 10:00am Johnathan Riehl, owner of Passion Pool & Pond attended 884241 Rd. 88, Embro ON, the address of ****** and ******* **** to present a Pool Proposal and Contract outlining the details of their pool installation. (see attached) The contract (Home Improvement Agreement) states the following on Page 2: Variations of tinted concrete due to various factors or variables beyond the control of the Contractor are normal for which the Contractor will not be responsible. Hairline cracking of concrete is normal and is not considered to be a defect. The Pool Proposal states the following on Page 2: Concrete Finishing ? Main Deck: Brushed Concrete - estimated approximately 980 sq ft @ $13.00/sq ft. All concrete prices are an estimate only. Final measurement will be taken after concrete prep is completed. You will be advised if the concrete square footage and increased cost exceeds the quoted price. ? Variations in colour of tinted concrete due to various factors or variables beyond the control of the Contractor are normal for which the Contractor will not be responsible. We tell our customers that a perfect finish is not obtainable with concrete. Many factors play a part in the finish, such as weather elements and variations in the concrete mix. It is pointed out in our contract that these variables are not in the control of Passion Pool & Pond and will not be the responsibility of Passion Pool & Pond. If a customer is looking for a near perfect finish they are advised to choose a tile for the pool deck. Our contract shows that ****** and ******* **** chose a brushed concrete finish. On July 11th 2025 Passion Pool and Pond crews were onsite to begin the project. On July 25th crews began the concrete work. Weather conditions for the day were as follows - Partly sunny/ scattered clouds 8:00AM - 8:00PM - Humidity - High 78% 8:00AM - Low 50% 5:00PM - Wind Between 13KM/H & 6KM/H - Temperature - High 22 4:00PM - Low 16 8:00AM Weather information provided by Time and Date Weather https://www.timeanddate.com/weather/@5948498/historic?month=7&year=2022 The contract (Home Improvement Agreement) states the following on Page 2: WARRANTY Contractor states that all material used in completing the pool installation contracted for herein will be of suitable quality and that all work on the pool will be done in a highly professional and skilled manner. Passion Pool and Pond had a crew of 7 employees working on the concrete pour to ensure the job was done in a quick, efficient professional and skilled manner, working against the elements that day. See pictures attached to email. After the concrete was poured ****** **** expressed his concerns regarding the deck being slippery. As a courtesy we went outside of our contract and provided an application of sharkgrip to the deck surface with the highest quality sealer available to us. Our crew returned to apply sharkbite to the concrete deck area to help with the slipperiness that ****** **** was not happy with. It should be noted that all pool decks are slippery when wet. Signs are posted on public pools everywhere to advise people not to run because concrete is slippery when wet. ****** **** had concerns regarding 2 wrinkles in the pool liner after installation. After many conversations our team returned, pumped out the water, fixed the wrinkles and refilled the pool with water. ****** **** then had more concerns with his liner not fitting properly in early September. We ordered a new liner and on September 14th our crew returned, pumped out the water, installed a brand new liner, and refilled the pool. ****** **** had concerns with the concrete finish. We told him to give it time to cure. After some time had passed he still was not happy with the finish. ****** and ******* were offered a $500 discount on a Polaris Pool cleaner since they were not completely happy with the concrete work. The discount was accepted and the pool was finished and the account was paid in full. On September 29th 2022, ****** **** messaged Passion Pool and Pond to ask if there was anything else we could do to resolve things for him. He was advised that we provided a broom finish as per our contract and there was nothing else we would be doing for him. After receiving a letter from the BBB we are disappointed our client is not happy with their finished project. In this case we would like to offer a free spring opening and fall winterizing in 2023 which is a value of over $850. In summary, with over 25 yrs experience in concrete work, the concrete finish is beyond the control of the contractor. Passion Pool and Pond has been in business for many years and has a contract in place to protect themselves from circumstances that are out of their control. We also take pride in going above and beyond to ensure our clients are happy and making amends where we can like we did on the ****’s project. We are truly disappointed they are not 100 percent satisfied however do feel that 100 percent satisfaction is not possible for the ****s. We once again hope that our offer of more savings in the 2023 pool seasons will make amends for our customers dissatisfaction for something that is out of our control, so we can uphold our reputation as one of the most reputable and desired pool companies in the Stratford and surrounding area. ******** **** Owner Passion Pool & Pond Ltd

    Business Response

    Date: 22/11/2022

    We received the letter stating ****** ****’s rejection of our initial response. 

    Our position does not change on this matter, we stand firm with our initial response. 

    Customer Answer

    Date: 22/11/2022



    Complaint: 18149478



    I am rejecting this response because:

    Passion Pools and Pond is not fixing the mess they have made. ******** isn’t offering anything related to the problem. I believe this is going to have to get settled in court where a judge will decide what is fair.


    Sincerely,



    ****** ****

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