Complaints

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• Initial Complaint

  Date:08/24/2022

  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.

  **** $5K job became a $10K job. 0 communication. Misquoted time. Misquoted price. They do not care about you and won't talk to you. They quoted 3 days and that turned into 5 months. They quoted $5000 and that turned into $10K. They forgot about our liner and forgot it arrived. Now for the rest of the story: Bought a new house and chose them since they maintained the pool already. Liner was in tatters, pipes were broken and sealed off. Even the ladder was detached. Should have known just by the state of things AC pools were bad, but first time pool owner here. They come out many times and are baffled by how bad the pool is, again they were the previous maintainers, but ok Im a first time pool owner. Finally at the end of the season “discover” a massive hole under the stairs. They tell us that replacing the liner is just over $5K and will take 3 days. They offered $1000 off since we had been through so much, at that point we are still trusting them. Next year comes around and they tell us oh yeah we have to order the liner and that will take a month or two then we'll get to it when we are ready. 3 days became 1.5 months at best. Linner is ordered then 1 week later we are told the liner we chose is not available. Probably because they got a discount and wanted to pocket the difference. How could I know because there is no communication? Had to order whatever discount liner offered. Called several weeks after the liner was supposed to arrive and we were told oh yea that's been here for a week, we'll get to you when we get to you. At this point we are furious over being lied to about the times, being forgotten about and the lack of communication. They come several weeks later and wouldn't you know it we need a $3500 fix that they can't work around and another $3500 fix that they can ignore, but as of writing this should not have been ignored. 1 Week for them to play around. 1 week for their money laundering operation to do their thing.

  Business Response

  Date: 08/30/2022

  To whom it may concern:
  
  First they said this job went from $5,000 dollars to $10,000 dollars. Well here is why, they bought a liner from us to be installed. I told her once we received the liner it would take us 3 days to install/fill up the pool. We still needed a down payment to order and get it here though which takes at least 4 weeks and this day and age you never know how long it will be until the product is here, but it showed up in 5 weeks, we were booked up the week it showed up so I let her know we would be there the next week. As you will see in the text messages We measure on June 15th and installed on August 7th. We showed up and cleaned up the whole pool and noticed they had cracks in the steps. I got her to come outside and showed her and explained to her I could have my fiberglass guy coat them and fix them the right way and they would not leak and it would be around $4,500 dollars or we could try a patch job and hope they don’t leak but not promising anything. She decided to have them done the right way and now complaining about the price going up. That money didn’t even go to me it went to the guy that repaired the steps. So there is that. Then he got right on it but the product has to sit for 7 days before we could get the liner installed due to the stairs being fixed. I explained all this to the customer and she understood.
  Next this pool is 30 plus years old, it wasn’t installed the best, the pool has other issues that we have told them. They said in the complaint that we maintained the pool before they lived there, NOT TRUE. We opened and closed this pool a few times that was it. They have lived in this house going on three years and have had this pool that long and she tried to say that I put the liner in and didn’t explain anything. We went back and started the pool up and put chemicals in the water and did extra things that I didn’t even charge them for. We installed the liner and it fit absolutely perfect and looks great as you can see in the pictures.
  They are obviously are trying to get out of paying the remainder of the Bill. Their yard looks like a hayfield, they have trash in the back yard that has been there since they have moved in, the weeds are taller then I am, and the wall is about to fall over. It really shows how these people are and how they live.  I have text messages with the customer about updates, answering questions and being prompt, she didn’t complain to me one time nor did they ever call me with complaints. They still owe $2,304.40.
  These pictures show the Text messages between customer, shows the job completed, a picture of problems on the pool before they ever even bought the house that was noted by a disclosure.
  
  
  1) This “first time pool owner” should not be shocked at the age of the pool nor the fact that it’s had repairs/holes/2017 liner as the disclosure stated all that before he purchased.
  2) He had a chance to have inspections and should he (as a nervous “first time” pool owner) gotten one, the condition would have been discovered.
  3) Anytime my buyers purchase a home with a pool, your are honest and forthcoming with any information. I do not believe anything was concealed to this buyer by you or your company. If anyone is at fault, my eyes would glare at the agent. The seller disclosed so it’s not on them.
  4) I would likely file claim against this person for defamation of character.
  5) I had this home listed in 2007 & 2009. It’s was a turd back then and the pool was a POS.
  Maybe you should send a copy of the disclosure to the guy or turn it in when you respond to the Better Business Bureau.?
  
  Chain of Title
  **** ******* 1992
  ********* **** 1992
  ***** **** until she sold
  ************* ***** 12/13
  ************** **** 12/16
  ***** ***** 07/20
  3 owners in 9 years.
  This was all from a realtor that dealt with this house many of times. ******* ******
  ?
  
  
  ****** ****** **** ******** ***** ************ **** **** ** ******