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:09/19/2023

  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.

  contract signed a year ago, pool was contracted to be done in may. I have been told all summer long will be done soon and is still dragging out. Pool cover still not installed and when last emailed company asking why not complete did not get an answer. Is now September have no idea if or when work I have already paid for will be completed.

  Business Response

  Date: 10/24/2023

  When ****************** came to us, the company that he previously hired to install his inground swimming pool had breached their agreement and did not complete the job. After careful consideration, I decided to sign a contract with ****************** to finish the project. At that time, he was advised that due to the unique circumstances of the project, coupled with our already-tight schedule, his pool would be built sporadically the following year.  Although ****************** was given a non-binding estimated completion date, he was also advised verbally and in writing of several factors that could prolong the installation of his pool (i.e.,availability of materials, weather conditions, workforce, etc.). We made every effort to get the pool to a usable state as quickly as possible. We even performed some grading work that was outside the scope of the contract to prevent even more delays. We remained in communication with the customer via phone and email throughout the entire building process. By the middle of July, the customer was swimming in the pool, and the only thing still owed at that time was the automatic cover and some electrical required for the cover. The automatic covers are installed by the company that manufactures them and by the time we were ready to schedule it, the soonest available installation appointment was in early September. The job is completed and as ****************** stated, he is pleased with the work.

  Business Response

  Date: 10/25/2023

  When ****************** came to us, the company that he previously hired to install his inground swimming pool had breached their agreement and did not complete the job. After careful consideration, I decided to sign a contract with ****************** to finish the project. At that time, he was advised that due to the unique circumstances of the project, coupled with our already-tight schedule, his pool would be built sporadically the following year.  Although ****************** was given a non-binding estimated completion date, he was also advised verbally and in writing of several factors that could prolong the installation of his pool (i.e., availability of materials, weather conditions, workforce, etc.). We made every effort to get the pool to a usable state as quickly as possible. We even performed some grading work that was outside the scope of the contract to prevent even more delays. We remained in communication with the customer via phone and email throughout the entire building process. By the middle of July, the customer was swimming in the pool, and the only thing still owed at that time was the automatic cover and some electrical required for the cover. The automatic covers are installed by the company that manufactures them and by the time we were ready to schedule it, the soonest available installation appointment was in early September. The job is completed and as ****************** stated, he is pleased with the work.

  Customer Answer

  Date: 10/25/2023

  The project has now been finished but some of the statements in this response are false and misleading.  The company would repeatedly say they would be there to do work then not call or show up for weeks.  The discussion in the fall was that the work would be sporadic but in the spring he would finish it up. Also grading is in the contract in paragraph 3 section b.  No additional grading was done I actually had to hire someone else to correct the original work done.  I also have not communicated with ************** since I filed this complaint so I am not sure when he spoke to me and I said I was happy.  It is true the work is completed to satisfaction at this time.  That does not change that fact that others deserve to be warned of misleading information.

  Customer Answer

  Date: 10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The project has now been finished but some of the statements in this response are false and misleading.  The company would repeatedly say they would be there to do work then not call or show up for weeks.  The discussion in the fall was that the work would be sporadic but in the spring he would finish it up. Also grading is in the contract in paragraph 3 section b.  No additional grading was done I actually had to hire someone else to correct the original work done.  I also have not communicated with ************** since I filed this complaint so I am not sure when he spoke to me and I said I was happy.  It is true the work is completed to satisfaction at this time.  That does not change that fact that others deserve to be warned of misleading information.
  
  Regards,
  
  *************************