Reviews

Review Details

• Review fromH. B.

  Date: 03/29/2023

  1 star

  H. B.

  Date: 03/29/2023

  We hired Countryside pools to build an in-ground pool and spa. They pulled permits and but never had in finally inspected. When we found out and had in inspected it failed. Our spa leaks because the tile was left un-grouted and where it was grouted they use thin set which isn’t water proof. It looks so bad that we are embarrassed to have company in our back yard to see it. We are now left to foot the bill for the repairs. Please beware.

  Countryside Pools, LLC

  Date: 04/04/2023

  B****** Family,
  We are sorry to hear that you didn't have a great experience with us. Unfortunately, the contractor who handled the shotcrete had equipment problems. However, we bent over backwards to please you and cleaned up any mess left from the shotcrete crew. Yes, it was also frustrating to you and Countryside when they tried to place a lien on your house but again, we followed through as we promised we would. Our company attorney handled the situation and made sure no harm came to you and you weren’t out any additional funds. As for the final inspection, it wasn’t completed due to changes that needed to be finished before it was submitted. Immediately after we were notified that it failed, we contacted our electrician immediately who is due to rectify the problem this week. Fortunately, this played no factor into the spa leaking since it was electrical. Once the co ax wire is replaced with regular electrical wire, you will be all set and inspection will be a go.
  When you contacted about a possible leak in your spa, we addressed your concern immediately.
  We sent out Bill, a local contractor, to pressure test your plumbing for any sign of a leak. Bill reported he couldn’t find any leak. When you told us you weren’t confident of Bills pressure test we followed up again by hiring American Leak Detection, who is the leading local leak detection company to date. Based on their report, after more than 2 hours of searching, they concluded that there is absolutely no leak in your spa. We are happy to send you a copy of their report.
  Consequently, it was brought to our attention while the contractor Bill was at your house, you hired him out from underneath our company by having Bill install your automation system. We are all for saving our clients’ money but once you have someone touch the equipment pad that is not working under our umbrella, we can no longer warranty the work. We have no way of knowing who is at fault which is in the contract you signed. This contractor’s installation of your automation system could affect all the equipment on your equipment pad if installed wrong.
  In addition, when we came out months earlier, per your request, to make changes to your spa. You asked us to raise the spa 6" after it was already complete. Your husband had changed his mind and decided he wanted the spa taller so the water would be above his chest. We again took the time out of our crazy schedule to accommodate you. We graciously did this with no cost to you. When our guys were having to remove all the rock, coping and tile to raise the spa they found no cracks or leaks in the shell of the pool then as well.
  Finally, as for your complaint about the tile in your pool, we must use a certain type of thin set to get the pool tiles to adhere to the shell of the pool. This is normal. Afterwards, we grout the tile to seal it. We are not sure who told you the tile was not grouted but they are misinformed. Our tile crew places tile and masonry for a living. All the pictures you sent us all show grouted tile as well. Surprisingly, this is the first time we are hearing this complaint about pool tile since you have had your pool for a year now. It is important to remind you that if your pool water is not kept up to the proper levels, pool problems with tile and plaster will arise.
  I believe we have addressed and fixed every complaint or issue you and your husband have informed us about.
  We wish you all the best.

  H. B.

  Date: 05/02/2023

  There are few words in the response above from Countryside Pools that are truthful. First, they never sent an electrician to remedy the problem. We paid for it to be fixed and paid a fine with the city for the late inspection. Secondly, we are now being billed by American Leak, when they clearly state in your reply that they hired them. We were clear from the beginning that the issue was from the tile being incorrectly grouted - it is clearly seen in the images - all you had to do was own up to the mistake. When the water was dropped below the tile line it holds water, raise it to the proper height within the tile and it leaks. American Leak didn't even need to be called, Countryside was just trying to put it on us, thinking it was freeze a break issue which it clearly wasn't. It is all gaslighting, for others that are reading this please take warning if anything goes wrong you will not be supported and be stuck holding the problem and the cost to repair it.