Complaints

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.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  May 2024 we agreed to built with ***************************** pools via FaceTime. There no onsite visit, *** assured us we would have a dedicated project manager with us from beginning to end, and his face to be seen on a regular basis. With multiple subcontractors Showing up at our residence we had to ask Mac for a site visit do to the damage done to our yard and incomplete project. Because we did not hire them for landscaping. They would not correct the damage that they had done to the yard. Plumbing : pulling up pavers in order to get to the water, Spicket trenching through the yard to the pump. Leaving all river rock and debris in the grass including water bottles from workers . Multiple sprinkler heads are still not working ,pavers still not reset. **** lines buried and not capped off. Electrical: trenching around the entire property in order to get it to the panel . Where the electrician wanted to speak with the project manager to see about the attic run. This was easier&cleaner than to dig a trench and destroy all of our decorative driveway rock , our irrigation system and grass his words . To this day 2 trenches still remain partially open with river rock through out the yard . Job site construction cleanup: there is still construction debris as well as full pieces of block for the fence , concrete and pieces of tile that have yet to be cleaned up or removed. *** did have his team bring in some decorative rock to the west side of our house in front of the ** gate. He has not brought any rock to the east side of our house where they tore down the fence. It has taken well over a month to get the rebar and exposed wire removed from around the pool, which Mac agreed was a safety hazard.We are very dissatisfied with this whole process, we are not asking them for additional landscaping, we are simply asking for them to clean up after themselves and put back our yard the way it was before they destroyed it.

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We signed a contract with them in August 2023, and excavation started in October 2023. We were promised a 3-4 month pool build timeframe. We made our final payment in January 2024. It's been over eight months without a completed project. The first time, the pebble on our baja shelf was blotchy, and the pool builder decided to chip out our brand-new pool and pebble it again since it wasn't up to their standards. However, it looks significantly worse now with crooked steps and not a straight Baja shelf. There is another stain on the side of our pool from them not starting up our pool correctly (water slowly dripping out of one of the pop-*** while the pool was filling up), leaving a dark stain even though the pool is now filled. There's also a noticeable black spot embedded into our pool, along with the clear blue water we cannot remove by brushing our pool.Amidst this fiasco, we have never heard from our pool builder, as he subcontracts all the work and has a project manager. We've asked the manager to come onsite to see the work, but she has not done so. They are rude and unprofessional and have made the experience even more difficult.Additionally, they have promised to replace all our travertine that has blue pebble/stained brown/dirty, replace all the rock around the perimeter of our backyard that has blue pebble stains, cut a hole in our travertine for our umbrella, repair all the stucco damages on the exterior of our house from installing pool equipment and rebuilding our gate wall, and restoring our turf from workers and debris. None of this has been completed.It's now 100+ in *******, and we planned and paid well in advance to enjoy our backyard this summer. We would like them to finish this project correctly as soon as possible so we can move on. It's been a horrible experience, and after spending nearly six figures, we sincerely appreciate any help ensuring the project is completed correctly and in a timely fashion.