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:08/30/2022

  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 3/1/2022, we contracted Coastal ********) to ******************* our inground pool. We met with Nasha to pick colors and pay the $3660 deposit. We were told materials would have a 2 month lead time. It took a lot longer with little communication or updates. The material finally arrived on Friday, July 26th without notice, nearly 4 mos. after executed contract. We were told the job would start the following week.While draining the pool, the pool deck was damaged in 2 locations, presumably by **'s pump based on photos. At the time the pool was being drained, there was minimal protection on the pool deck, with none at the pump locations. Protection was added the next day as the sub-contracted crew (a.k.a. piece workers, not ** employees) began to remove the existing pool surface. 2 days later they retunbrd to begin applying the new surface, still with minimal protection on the deck, house or pool cage. The next day some protection was added but still not enough. Based on the grass damage and debris in various locations, it appears they did not put anything down on the grass while mixing the new surface material. Prior to the crew returning to apply the new surface, ***** (the owner?) asked us to make the next installment payment of $3660 available for pickup. We stated it would be made available upon completion of the application, which we did. After the work was "complete" we noticed a considerable amount of splatter on the house and stains on the deck many photos were taken to address the damage. ***** agreed to send someone to powerwash. We met the ** employee upon arrival to review the issues and concerns. He seemed to understand and seemed confident all would be addressed. Shortly after we left, ***** visited to inspect the damage. The results of the powerwashing were unacceptable. Our deck and house are still stained and we do not feel they are done with their work as we feel leaving our property the way it was when they began should be included.

  Business Response

  Date: 10/07/2022

  Business response taken verbally by BBB:

  This is not our customer. ***********************, the previous owner, sold part of his business Costal Pool Service and Maintenance **** and still performs pool resurfacing and re-glazing. We unfortunately do not perform these services. Please reach out directly to ***** to resolve this issue as we are unable to assist you.