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:03/11/2024

  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 paid 14,387.75 back on 11/03/23 in agreement with Pool Creations for a pool remodel and they required this deposit from us to be put on the books with a tentative start date of 2/12/24, with a no show twice from that date. We are just trying to get our deposit back and part our own ways but they are refusing us the deposit or any of our money back.
  

  Business Response

  Date: 05/13/2024

  Mr. and *************,
  Your complaint to the BBB is completely false and not factual.

  On 3/11/2024 via our customer portal you posted. I was advised to demand my deposit back in full.  If it is your position to deny this demand, indicate it on this thread (or letter) as all correspondence should be documented in the event we are go to civil court.  Unlike your "contract" that clearly only protects you and has built in excuses to delay any progress, this may also benefit you as well. That being said, I did in fact demand our deposit back on February 16th 2024 whereas I spoke with the owner, *** who stated that that would be a bad idea for us as I would be violating the contract.  I will suggest that we simply part ways and move on.  You've already wasted over 4 months of our time and now we'll be forced to stare at what now looks like the bottom of a dirty toilet bowl until we can find another company. Please do the right thing.
  

  We would like to start off by outlining sequences that have transpired thus far. During the planning process you were informed multiple times that our lead time was 3 to 4 months out before we could start your project. You confirmed that this statement was 100% true during the phone call we had with you on 2/15/2024.

  On 12/04/2023 **** posted on the customer portal and introduced himself to you. Good Morning. We are excited to hear that you have selected Pool Creations to do your pool project. We are currently scheduled out 3 to 4 months out on pool renovations. We have you on the schedule with a Tentative start date of February 12th. This is just a tentative start date. As we get closer to your tentative start date we will contact you with a firm start date. If something comes up and we can get your project moved up on our schedule we will let you know. 
  

  Our system tracks and logs every interaction we have with our customers for accountability purposes. That is how we are able to quote you accurately.
  

  On Friday February 9th **** posted on the customer portal. Good Morning. We are getting closer to your Tentative start date. Just wanted to let you know we are working on a schedule with our guys to start your pool Project. We will keep you updated once we get a firm date to start.
  

  We would like to add the definition of the word Tentative, Defined as, unsure; uncertain; not definite or positive; hesitant. The reason we bring this up is not to be condescending it is so we are all in agreement on what the definition means. Clearly, from our post to you via the customer portal you were only given a tentative date and you were updated on Friday February 9th. We did communicate clearly with you about the start date as we indicated on the post by **** on February 9th. 
  

  On 2/15/2024 We called you on the phone and we spoke at length. We had a constructive and pleasant conversation. Following that conversation you agreed to move forward with the project. 
  On 2/16/2024 **** and ******* all meet with you at your property and discuss the details moving forward. We scheduled your pool drain out and demo phase to start on Tuesday the 20th. Unfortunately, our crew was running behind and did not communicate this information to us until the end of the day. They also informed us that they had to reschedule to Saturday the 24th. **** updated the schedule on the customer portal of the changes. ****** called on Wednesday the 21st and wanted to cancel the project. We called you the same day and spoke with ****** and then **** as ****** was too upset to continue the conversation. During the conversation **** stated they wanted the deposit back and just wanted to move on with someone else. During the conversation we stated we  could most certainly do that if that is ultimately what he would like to do. We did express if ultimately that was the direction ************ wanted to go that would be a different conversation. We did apologize for the delay. We also stated that unfortunately sometimes delays happen and its not when but how we resolve the issue. We would also like to point out that this was the only delay in the project. After speaking with ****************** stated that he wanted to consult an attorney. We reached back out to you at the end of the same day as requested by ****. You asked us, and I quote when is the anticipated finish date? Roughly, I know you cant pinpoint me a day. We responded back with, for a project this size and scope we anticipated approximately two (2) months. You agreed to the time-frame and said let's get the project moving. We started the draining process and demo work on the 23rd.
  

  We started the project 9 days after the tentative start date. During the time between the project meeting and start date, you had given us three conflicting ideas on a crucial part of the project, the sun-shelf and stair design, and asked us to make major changes to the plan. After an additional onsite meeting with you, we came to a workable plan within code and safety requirements. We documented that conversation with your approval on the customer portal. We also informed you the deck materials you wanted to change to were special order and would be delayed by the manufacturer up to 12 weeks. We offered alternatives to get the project completed faster for you. We put the changes into a change order to clarify and finalize the design and materials, with your clear understanding that the material selection must be confirmed before we could begin the sunshelf frame and rebar.  At that time you also asked us to replace the skimmer which we informed you was labor intensive. You then wanted additional reviews of decking material and coping to make sure your pool would give you the aesthetics you liked. We recognized that you wanted to move the project quickly, and we gave you a premium tile upgrade at no extra charge, and gave the skimmer below our cost. To aid your decision and keep the project moving forward, we presented you options in various ways: in person onsite, posted many sample images in the customer portal, and reminder phone conversations. You were well aware that the only delay to the project was your approval of a zero-cost change order, which we altered per your multiple requests, but you never confirmed, after 2 weeks of follow-up. 
  

  On 3/14/2024 a "Letter of Intent'' was sent to outline the time sequence with highlighted portions of your signed contract which included "Owner recognizes that any and all start or completion dates are approximate and may be extended or moved by the Contractor". We offered multiple ways forward as a significant amount of work was done as we had already started the project. Which included draining the pool, mitigation of groundwater, removing and disposing the existing tile, sounding out the existing surface material, removal of loose and hollow spots in the existing material, disposal of surface material and layout of the sun-shelf with stairs.
  

  We were completely baffled at the demand for your entire deposit back as work had already commenced. In the "Letter on Intent" we stated we still think there is a small way forward. You simply need you to agree to your decisions and we will proceed as fast as we can. We encourage you to carefully read your contract and if needed consult an attorney. Please let us know your decision if you would like us to continue the work at your property. If not, your request for your deposit to be refunded will be denied as work has already commenced. It is with deep regret that we have to send this letter to you. We are all about communication and have always addressed any questions or concerns you have had without delay. We take pride that most of the time we have been able to find common ground and a way forward. We hope we can do the same in this circumstance.
  

  Your response to our "Letter of Intent" was to leave fake and false reviews on multiple social media platforms which in most cases have been removed due to harassment and outright lying. You also have come to our business location and even protested with signs out front. We have no problem stating this on this public platform as we are an honest and reputable company.

  We received as recent as 05/13/2024 via our "Request for Service" submission form from our website with your Name, Phone Number, and Email address with an extortion threat. "Comments: Refund my deposit.  Do you really think draining my pool is worth $14000?  We are ready to protest again with other disgruntled customers in front of your shop.  This time we'll make sure you're there. We will also be live streaming and will sending it to the media"
  

  Mr. and ************* we tried doing the "Right Thing" unfortunately you have left us no choice but to discontinue our business relationship with you. We wish nothing but the best. 
  
  
  

• Initial Complaint

  Date:12/06/2023

  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 installed and completed last mid March by Pool Creations. The pool leaks. We have been losing almost 2 inches of water per week I have had to replace landscaping due to root rot and have been paying the expense of heating, filtering, and maintaining chemical balance of the excess water. It took numerous phone calls to get a hold of someone to respond to my concerns. upon finally getting a hold of someone they told me I had to contact a third party to analyze the problem and that it would be at my own expense. That alone is bad. when the pool examiners (Aqua Leak) came out they determined that the leak was coming from the waterfall. They further told me that to analyze exactly where the leak was coming from that there would be an additional expense to find the source of the leak . Pool Creations was Emailed the same report I was, they never called.I have called them at least 7 times over a course of 3 weeks. 3 or 4 times I talked to *****, a receptionist , the other times there was no answer, I had to leave messages that also went unreturned. When I did talk to ****** she told me that she would have a project manager call me.None has ever called. They are deliberately ignoring my pleas.I want my pool repaired and reimbursement for my expenses. In addition, there is a problem with the travertine pavers that where installed . I would also like those repaired as well.

  Business Response

  Date: 01/31/2024

  Dear ********************,
  

  We appreciate your feedback and are concerned to hear about the issues you've raised. We take all customer concerns seriously and strive to address them promptly and effectively. However, after a thorough review of the situation, we must clarify several points mentioned in your letter.
  

  Leak Inspection:
  We reviewed the leak detection report and as noted in their inspection "No Leak" could be found. They did however point out a few spots of missing grout around the water bars. The grout around the water bars are for aesthetic purposes only and in no way have anything to do with water loss. As discussed with you in the past when you run your heater for your pool your pool will have more water evaporation. We have explained this to you multiple times. As far as the missing grout this is the first we are hearing of this. We use a customer relationship program in which it logs every interaction between us and our clients. Phone, email, text. We have no record of you communicating about water loss or missing grout. We absolutely will come out and touch up those spots. 

  Expenses and Reimbursement - Unfortunately, we will not be able to reimburse you for the leak detection as "NO LEAK" was found per their report.

  Expect a call from our project manager soon to discuss the next steps to touch up the grout around the water bars.
  Thank you for bringing this matter to our attention, and we look forward to resolving it promptly.
  

  Sincerely,
  Pool Creations

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 20961320
  
  I am rejecting this response because: The first lie is that you take any complaint seriously. You flat out ignored my calls and messages for 2 months. the second lie is that **** said that leak was coming from the waterfall but to determine exactly where it was coming from would be an additional $1100. 00 to excavate the area. The 3rd lie is that you have no record of my complaints . You claim to record all your phone calls. unless you deleted them, you have a record I made numerous calls. Although I don't have have recordings I do have phone records to prove all my calls.  1/8 to a half inch water water loss due to evaporation is normal. I KNOW THAT. 2 inches a week is not. The fact that we determined the problem several months ago and your unwillingness to respond further until now shows how you could care less about your customers, You never once responded to me. I sincerely hope that the BBB does the right right thing by revoking your accreditation and putting Pool Creations on a list of unscrupulous businesses.   

   
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/26/2024

  Good afternoon *****

  As expected, their *************** or anyone else from Pool Creations has made no attempt to contact me. If he had, I would have given him an opportunity to examine the problem for himself and make repairs. The grout job would have never stopped the leak, it would have been a cosmetic fix only.

  I hired Red Rhino to fix the leak at a cost of $4329.20 for the repairs. The entire waterfall had to be replaced. The tile and coping had to be replaced as well. 

  I sent by registered mail return receipt requested, to Ray, the same documents I am now sharing with you. I have as of yet to get a response. I am hopeful that he will just pay the bill as requested. Although I am doubtful that he will. As stated in the letter that I sent him I am not asking for any reimbursement for the lost plants, water, or heating of the water, or lost time with family and friends during these problems. I have further agreed not to write an unfavorable review of him and his business practices. However if he does not pay I will add those damages in a law suit and write a truthful yet unfavorable review.   I sincerely hope that you and the BBB protect consumers from this business and severely downgrade Pool Creations  rating.

  Thank you for continuing to follow up with this matter

  **********

   

   

   

   

   

   

   

   

   

   

   

   

   

  Business Response

  Date: 05/13/2024

  Mr. ********,

  In response to your customer response. We are sorry you feel we have ignored you or the accusation of lying to you. We disagree with your assertion.  As mentioned before Aqua Leak went to your property and performed a leak detection on 10/30/2023 and did NOT find a leak. Months later we received a certified letter with your demand for reimbursement for the work that Red Rhino did at your property dated 02/12/2024 and 03/13/2024. 

  We spoke with Aqua Leak and according to their records on 11/09/2023 they turned off the sheer decent water bars and asked you to call them back if you had any additional water loss after there visit in which they could not find a leak. Per their records you never called them back with the results.

  Fast forward to 02/12/2024 Red Rhino per their invoice provided by you from them states under findings. "Reason: Exposed area behind sheer descent. Determined leak is either coming from the plumbing on the back of the sheer or the body. Either way a descent replacement is needed to properly fix the leak."

  Please note that Red Rhino does not identify where the leak is coming from. Simply they state "back of the sheer or the body". We bring this to your attention as per your contract you have a one (1) year warranty on all plumbing. All parts carry the manufacturer's warranty.  We reached out to Red Rhino several times to gain clarity on the situation with no response. On our last attempt we finally spoke with someone and they said they could not release any records without your consent. We simply do not know where the leak was coming from or if it was even truly leaking as they could not provide photos. They said they would send a request form to you. To date we still have not heard back.

  With that said we have always stood by our warranty and will continue to do so. Unfortunately, we still are not sure if the pool was even leaking as the invoices with notes are vague and do not identify the exact area of the leak in question. Red Rhino also stated they did NOT do a leak detection on your pool and went off the report from Aqua Leak. 

  We received a letter from you dated March 22, 2024. In the letter you demand reimbursement of $4,329.20. You state "if payment in full is NOT received within 30 days of receipt of this letter I will take legal action against you and Pool Creations. If I am to take legal action, I will also include the cost of the lost plants, their removal and replanting, the lost water and its heating, plus all court costs and punitive damages for lost time and aggravation for having to deal with the matter for 6 months. I will then write a truthful yet unfavorable review of your company's handling of this matter". 

  ********************, we are an honest and reputable company and will and have always gone above and beyond for our clients. We will always do what is right but with limited facts, conflicting reports from two different 3rd party vendors and no photos with proof we simply can't help you at this time. Please send any additional information that you may have and we would be happy to look at it. 

   

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 20961320
  
  I am rejecting this response because: 

  As I have stated before:  I called Pool Creations time and time again to  tell them exactly that.  After the waterfall was turned off, THE **** STOPPED LEAKING. 

  They never took my calls. After several months I had assumed that they didn't want to be bothered with honoring their warranty. Just as they did when one of the lights went out. Over two months they Ignored me or told  me the part was on order.  When I called Pentair myself they said the part was never ordered but was in stock and recommended a reputable company to replace it. The work was completed in less than two weeks.   I don't record my calls as they claim to, but I do have  records of my calls to them.  

  Their response is too little too late They can either reimburse me now or face a judge who will order them to pay  
  
  Sincerely,
  
  *************************