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:06/12/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  At the referral of several pool companies in the Myrtle Beach area, I contracted ***** with Infinity Dreams Pool & Spas for a quote on refinishing the interior of my fiberglass pool. On May 19, Infinity started work on adding a well pump to drain groundwater from underneath my pool so that when the pool is drained to be refinished, the pool will not float out of the ground. When the pool was sanded down and gel coating added, the surrounding patio started cracking. The pool had come out of the ground on the deep end 18 inches. When the pool was filled with water, I was assured that the pool would push down the ground level and it didn't. It is now stuck at 5 inches above ground level and isn't useable. Infinity was paid $13,000 for the work, and won't return to make the repairs.

  Business Response

  Date: 06/30/2023

  SEE ATTACHED:

  Customer Answer

  Date: 07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because my business dealings were with ***** ********, who maintained that ****** (*** **************) has been working for him for years installing well point pumps. ***** negotiated all pricing ($5000 for the pump and $8000 for fiberglass work) and asked that I pay separately for each. Only after the work was done did ***** communicate that ****** does his work "on the side" for him. ***** was my POC for all work done, not ******. Once onsite, I noticed that all the workers in the backyard were ******'s people, not *******. I was told that the pool would eventually go down, and it did a few inches, but then pushed back up out of the ground. All 8 companies who have inspected the damage maintain that the pressure should have been relieved from the pool before draining (which wasn't done to the fiberglass), and that multiple wellpoint pumps should have been installed in dry weather and allowed for work for 4-6 days prior to work being done. In addition, the work should not have been done in the rain, but while the soil was dry (their work was done in the rain). Upon further investigation, we recently learned that Infinity Dreams is not licensed in Georgia or in South Carolina where the work was performed.

  Regards,

  ******* ********