Complaints

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• Initial Complaint

  Date:08/27/2022

  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.

  UNRELIABLE
  Dissatisfaction is an understatement with the pool install. The contract had zero protection for the customer, containing contradictions with the quote and no timeline for the contractor. They claimed to only use their own employees. Our start date was moved 3 times and when dig, concrete & rub coat day arrived, a sub-contractor and his equipment were used. We had to repeatedly demand for them to finish the job. Poor quality work done, 13 cracks in the concrete, form stakes cut not pulled, reinforcement wire not pulled up into the concrete when poured, pool floor is uneven with sharp points poking the liner with no pad as proposed, drain not installed in automatic cover housing. Pool Crete slopped on the steps, glue not cleaned off white surfaces, electrical covers not put on in some cases not provided and rock mixed throughout our yard. No work performed unless we called, even demanded to get next work dates established. We became a weekend project as they finished 6 installs that they started after ours. The pool lights still do not work after we contacted them 3 times. They demanded final payment before project finished. Pool water chemistry not included in the project. No quality control is in place to ensure professional installs. Owner admits to only knowing excavation & concrete work. Owner also shows no respect for customer, property, damage done or equipment warranties. One outstanding employee tried very hard to complete things to our satisfaction but was constantly pulled away. The amount of money paid to feel this kind of anguish for the last year has been unbearable. We’d be happy to supply more details and pictures if needed.

  

  Business Response

  Date: 08/30/2022

  We are sorry you are unhappy with the work we completed. The start date was moved 3 times due to weather.  The weather has to be completely dry and in order to install the liner it has to be 70 degrees for consecutive days. We had a very wet spring. Vinyl liner pools builds are weather contingent in order for us to do our best work. The reason a subcontractor was used for borrowing a piece of machinery was because the contractor lived two miles from the road versus us hauling this piece of equipment from Bloomington. We had other pools going on around the same time, but they were being completed due to being fiberglass pools. Fiberglas pools are NOT weather contingent and an overall quicker installation process. We proposed a fiberglass swimming pool at the beginning, explaining the pros/cons but you chose to go with the vinyl. We communicated with you to the best of our ability, but you have to be flexible with building a vinyl liner pool. Work was completed without calling us first. If you had an issue, ***** and I called immediately and addressed it.  

   

  Pool chemistry was included as I sent Lexi out to your property as soon as you called inquiring on it. Lexi came out and gave you pool school and water chemistry 101. In regard to the light, Jason told you many times he will get out there to complete it. I'm sorry it has not been in a timely manner. We are short staffed, and only have on Jason with his particular skillset. The pool was completed minus the light when we asked for final payment. Jason provides quality control always. 

  I understand your frustrations. We will send you an amendment to the contract that will include language that Reliable Pools, INC will replace the liner as well as the labor if something happens to the liner before the warranty is up. Jason will come out to do the light this week. 

  Customer Answer

  Date: 09/01/2022

   I am rejecting this response because:
  Why we don't agree with Reliable Pools response about the delays for the total construction package, and we have documentation to back up all our concerns and problems. We are agreeable to the following:

  The contract sent by ******** **** doesn't already include their signature, contract would be accepted if their signature was on it. Also there is no date and time specified for working on lights. We expect the lights to be done during the work week of ****** ******* ****** ******* *** ***** ** ****** ** *******

  

  Business Response

  Date: 09/02/2022

  Again, the timeline was due to the weather. We needed the proper temperature to set the liner correctly. We had two customer's vinyl liner pool builds with the same exact delays in timeline. 

  ***** was there at 8am on 9/2/22. Transformer was replaced and one light was found to be "faulty." The light has been ordered on 9/2/22 following his findings. 

  ***** spoke to the homeowner and said he will be out there on 9/6/22 to install the light. ***** will reach out directly to the homeowner on time on 9/6/22. 

  In regard to the contract, I'll email you executed contract via email. Our electronic signature stores executed contracts and we are still awaiting the homeowner's signature.