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:03/17/2023

  Type:Order 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.

  Last year we contracted with a pool company for a new in ground custom pool, the work was completed in Feb 2022. Mid 2021, we put a deposit down ($500) and signed a contract for approx 66k. When the payment schedule came, it was only for 60K. We questioned it and was told "the office 'does their magic and numbers sometime change'" and we were told not to worry. When we made out last payment, we questioned it again and was told not to worry. The pool was installed and some of the work they said they would do was not finished. They said they would regrade the yard and we never saw them. We ended up paying 11k to make up for the water now being deposited into our neighbors yard from the in ground pool pushing it in their direction. Also, our deposit was never returned, I am sure this is a common occurrence with them. I was told they keep it until they are sure the customer has made all their payments. Due to the reduction we of the cost and the assurance we were fine at the 60k cost. we never pursued these issues. Now a year later we are being told we owe $6k and even though everyone told us diff, they say that we signed a contract for 66k. When reviewing the contract there were other issues that I saw. A second bubbler was never installed. Again, i brought it to their attention at the time and thought maybe this also was a reason the price was reduced. The only thing they are saying to me now, is that we signed a contract for 66k and that we need to fulfill the contract and they wont acknowledge the item they did not install. They realize they never returned the deposit and really have not said anything except what we owe and if we were so unhappy why did we go with them. At one point in their process, their salesman asked if my middle initial "D" stood for "Devil". When I told the owner this he just brushed it off. They never supplied us with a final written and signed contract by their office. We only have a copy of the front. They are now pursuing arbitration

  Customer Answer

  Date: 03/17/2023

  Gulfstream has informed me they are starting "The paperwork" to begin arbitration yesterday. I want to highlight, they have admitted the error was on their part and that a new member of the team sent the incorrect amount. We did notify them on multiple times this was an issue; at the time they told us the lower amount was correct. They had the contract amount and the payment schedule amount and the client telling them they are diff and they still told us the lower amount was the amount until a year later (this past month)

  Even with their error they want the additional 6k. After explaining the situation to them, they asked me to decide an amount we would be willing to pay. When I was not willing to pay any amount, they said they would start arbitration. This call happened on 3/16/2023 
  

  

  Business Response

  Date: 05/19/2023

  I am sure there are many companies that have had a change of bookkeepers during their years in operation as we have had.  I have been in the pool industry 47 years, 33 years owning Gulfstream Pools & Spas, Inc.

  
  

  We finished the *****/******* pool project located at ************************************; **  ***** in February, 2022.  Shortly thereafter we had a change of bookkeepers.  We hired a CPA firm to come in and audit our books and they found a discrepancy on this project showing a balance due in the amount of $ 6,124.70.  Prior to this we had a good relationship with the customer(s).  On their Customer Start Up Sheet they had stated everything was OK with the exception of a few pavers that needed to be replaced, which was done.

  
  

  Once we sent the correspondence of the balance due, then came the list.  The first being $11,000.  spent for their neighbors and themselves.  Surely if there was a item this expensive we would have received a email or a certified letter regarding this.  We have had a number of hurricane issues the past few years , but the most I've seen spent was about $3,200. for drainage.

  
  

  During the past 6 weeks I have been in communication with the customers to look at what was done.  We haven't seen an invoice from the company that did the drainage work.

  
  

  I have had my superintendent meet with customers and they indicated they were happy with the pool.  ***, my superintendent spoke with them and the customer said he hadn't done any grading, and noted the big tree in the front yard was a issue for drainage.

  
  

  After speaking with the customer(s), I suggested we go to Arbitration, as this would be the best thing to do.  I am still open to negotiating with them directly.

  
  

  
  

  Best Regards,

  
  

  ********************************, President **************** style="color: rgb(34, 34, 34); font-size: small; font-family: Arial, Helvetica, sans-serif;">

  ****, Accounting Admn

  Gulfstream Pools & Spas, Inc.

  *******  **  34677

• Initial Complaint

  Date:01/30/2023

  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.

  We had a pool placed with Gulfstream pools. We have had numerous issues and concerns along the way which were poorly responded to but they were responded. Upon finalizing this process, we paid the final payment and now we are getting minimal help. We were told not to put anything into the pool or do anything for the first 28 days. At 1 month they came and added in the salt and chemicals. Now there is so much calcium buildup and deposits, they said our warranty is now void, and none of this is their fault. We get no communication and we have asked to speak with the owners and no response. The construction manager is so rude and disrespectful. We have a pipe leaking, wont do anything about it. We have spent so much $$ at Leslies pool trying to fix the chemicals and calcium buildup. Our pool and spa arent even usable at this time. We spent 110k on this and we cant even get in bc its so rough and chemically imbalanced . Also our fence got damaged by their crew and they wont fix that either. We need help and feedback. We have never had a pool or spa before and we need someone to educate us on when and what to do. We need answers and some sort of reimbursement for all of this.

  

  Business Response

  Date: 04/12/2023

  Please see attached as it relates to the Notos.

  
  

  Also, the owner of GSP cut a check for reimbursement the H/O asked for, and upon receipt they were going to remove their complaint from BBB