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:06/27/2024

  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.

  I have an ongoing pool project with Ultimate Lawn and Landscaping with a total cost of $290,723 to provide a pool with a hardscape surface
  My issue is with the installation of the hardscape around the pool.
  The block retaining walls and two pillars are leaning downhill. ULL attempted to correct this but the issue has persisted.
  The polymeric sand between the pavers continues to blister and erode. ULL attempted to correct this three additional times over the past year(s).
  The painted finish on the concrete water bowls is flaking off and falling into the pool. ULL attempted to correct this.
  The tile around the pool is falling off in places. ULL attempted to correct this.
  The wall caps don't match in places.

  

  Business Response

  Date: 09/13/2024

  Response to ***** complaint:
  On 8-15-22, “The Punch List” (see attached) was emailed to Ultimate Pools by ***** *****.  On 9-3-22, an additional email was sent stating that the homeowner noticed the wall and column near the fence were leaning downhill.
  All items on original punch list were addressed.   The wall was completely rebuilt from 9-21-22 through 9-27-22 to correct lean.  
  We have patiently awaited final payment and would like a resolution and final payment made.
  The remaining items that were sent to the BBB as a complaint and our responses are as follows:
  1. Leaning wall/column- wall was rebuilt within warranty period (9-21-22 through 9-27-22) in order to eliminate any leaning .  Naturally occurring earth shifting, settling, etc. does happen over time and wall is not warranted past the 1 year warranty period.   The site can be visited once again to determine if there is a construction problem with the wall, even though out of warranty.
   
  2. Polymeric sand was replaced by Ultimate Pools on different occasions due to homeowner’s request.  A rep from the sand manufacturer was finally called to the site to analyze the quality of the sand.  The rep stated that no problems exist with the product and/or application by the contractor.  Manufacturer’s representative suggested that the homeowner’s repetitive cleaning and power washing of the patio is the contributing factor to the longevity (or lack thereof) of the sand.  
  
  3. Against the recommendation of Ultimate Pools, the homeowner requested that the 2 fire bowls be painted in an effort to more exactly match the color of the water bowls (different manufacturers for each item, items delivered were of very similar color and hue; homeowner aware of different manufacturer and small difference in color from the onset).  Painting of the bowls and subsequent flaking is not a warranty item.
  
  4. Tiles are not a lifetime warranty item.  Many different factors can influence the loss of a pool tile, including weather, pool chemistry, freeze/thaw cycles, etc .  Pool tile loss is not uncommon this is a minor issue.  We will re-attach any missing tiles although past warranty period of one year.
  
  5. The wall caps purchased are the identical color and from the same manufacturer as the caps on pre-existing walls on customer’s property.    Different batches do result in variations of color.  This was the color selected by the homeowner and the variances are within the range of tolerance.
  Overall, we enjoyed working with *** ******  His attention to detail is appreciated and respected.  We do feel that we have addressed his concerns and are very happy with the work we did for him.  We are happy to discuss any issues the homeowner has in more detail with a third party mediator being involved to ensure both parties are honoring any agreements made.
  

  
  

  Customer Answer

  Date: 09/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The response is beyond the 2,000 character limit.

  See Attachment
  
  
  
  Sincerely,
  
  
   ***** *****