Complaints

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• Initial Complaint

  Date:04/16/2025

  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.

  Nov 2021, I contracted Quality Custom Pools, owned by Mr. *** *******, to construct a pool at my residence, completed in 2022. The pool came with a warranty covering the usuals but specificity included repairs of stone, mastic, and grout issues. In April 20, 2023, I identified defects in the pools stonework and contacted Quality Custom Pools to request warranty repairs. I sent photos of the issue via email, which initially received a quick response by email but the actual onsite visit didnt occur for 8 months. After persistent follow-ups, ******, a manager or assistant at Quality Custom Pools, responded in May. She stated the issue was due to a material defect and attributed responsibility to the material vendor. I contacted the vendor, who inspected the stone and determined the issue was not with their product but was a construction-related issue and should be covered under the builders warranty.I continued to contact Quality Custom Pools via phone and email. In May, ****** responded and agreed the stonework issue was covered under warranty. And would be replaced. She stated in October that *** had a crew available and would arrive with materials to perform the repair. One month later, a technician was sent to evaluate the issue. On November 21, the technician entered my backyard without notification or permission by climbing over a retaining wall and bypassing a locked gate. I encountered the technician, who then left the property.Following this incident, *** informed me by phone call that Quality Custom Pools would not return to perform any warranty work. Additional warranty-covered issues, including reoccurring rust stains, settling cement, mastic, grout repairs, remain unaddressed, and my subsequent emails have received no response.I am requesting that Quality Custom Pools honor the warranty agreement and complete the necessary repairs to the pools stonework, mastic, and grout as outlined in the original contract.

  

  Business Response

  Date: 05/21/2025

  Hello, we completed your pool July 21. You contacted us April 23 about a few ledger stones that flaked. I went out and didn't see what you were talking about until you pointed them out. I said that natural stone can flake and has nothing to do with installation. I recommended that we clean the stone and seal. You did not like that idea. I called the stone provider to inspect, which he did. He suggested the same thing to clean and seal. You did not like that idea and that you wanted the stones replaced. As a good faith gesture, I agreed to do this even though it was not a workmanship issue. On Nov 18, we spoke on the phone and I let you know we should have the stone in a couple days and as soon as we get it, we will install it. On Nov 20, we emailed you and let you know we received the stone and we would be out the following morning to install and requested you leave the gate unlocked and your dog put away. On Nov 21 at approx 7am, I text to make sure you knew that my tech would be there between 7:30-8:30. Your wife **** received the text and she was ok with this. I asked her if she would let you know we were coming, she responded with a thumbs up. He arrived at 7:40 and stood at the gate for a minute making sure the dog was not there and as during construction, he stood on the planter wall and reached over your gate and unlatched the unlocked gate. As he was entering your backyard, you aggressively came around the corner and started yelling at him asking him who he was and before he could answer you told him to get out of your backyard and you slammed the gate on him. You also used foul language. He left immediately. I know this because you sent me the video from your security system. You then called me and said my guy broke into your backyard and you would get your lawyer. You said you did not know who he was even though he was wearing a Quality Custom Pools shirt and beanie. It was at this point that I realized this was an unsafe environment for my employees.