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:01/26/2023

  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.

  
  Complaint: ********
  
  I am rejecting this response because:
  We are unsatisfied with the quality of work and installation. Along with communication throughout the entire project. Had our project redone by a completely different company for better results. Looking for a full reimbursement. 
  Sincerely,
  
  ***********************e able to just come back out and install a new linear or if we would need a new pool. The professionals got back to us and let us know that they would be able to put in the new liner. We ordered a new linear and hired the professionals back out. After countless text messages to the contractor, Matthew H. and no response, we reached out to Angi's list Legal Team. The reason being is because I found this professional on Angi's site and have been submitting payments through Angi's list to the professional. Angi's list got involved and also had difficulty contacting the contractor. Angi's list finally got a hold of Matthew and explained that we just went our work completed with quality work. Matthew finally responded to our messages and promised us a date....then changed the date, then promised a new date. When he came, we pointed out the seams that were very noticeable and how there wasn't enough infill around the pool and certain areas of the yard. He promised to fix the matter and that he would only charge us for a new roll of synthetic grass which he wrote on a piece of paper $1500. He left for the day and then sent us an entirely new invoice over Angi's list. When we looked at the price we saw that he was basically trying to recoup on the money he lost by his mistake on damaging our pool. When we questioned him about the cost, he said he would give us a call....of course he delayed it and then finally told us to email his secretary on the matter. When we asked the secretary if we may speak to her on the phone, she said all communication will be done by email. We are left with terrible work done by Matthew H. We found a new company who is coming out to install quality turf and install the turf correctly. We are very upset about the situation and want others to know of the poor communication with the contractor, poor quality work and level of disrespect and unprofessionalism of this company.

  Business Response

  Date: 03/03/2023

  Here is the signed contract after all work being completed.  This is in regards to the complaint filed by *********************** and her husband *****.  The invoice that was emailed to them as well as the signed contract.  The additional work order for damages done by a third party contractor after installation was from the tree cutting company that laid hot engine equipment on the artificial turf.  They requested another proposal for repair service on the 19th of October.  
  
  They had agreed to remove the complaint and one star review from ANGI verbally.  I have a former employee, Brad S, who was on all the work performed who was also witness during the contract signing for all work completed. 
  
  NOTE: they received $2000.00 off for a pool liner replacement on above ground pool as well as 50% discount at completion of additional work requested by client.  We have gone above and beyond the required work with additional antimicrobial infill valued at $300 for materials and $180 for additional labor.  
  
  Thank you very much for the phone call today.  if you should require any other documentation i have all emails printed, text communications and photos before, during and after all work completed.