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:06/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Met with and contracted with ********************* of JandJ Earthworks in August 2022. Was told the project would begin in September 2022 but didn't begin until November 2022. Told multiple dates for completion but finally completed in February 2023. Multiple problems during the installation and after project completion:- Multiple leaks during construction and after completion and they remain today - Equipment supplied - cleaning net broken; cleaning hose 50' for a small pool.- After completion, multiple trips to correct problems, which didn't fix leaks - Pool was more than 3 inches above the grade and two independent contractors told me it was up to code and had to adjust our surrounding pavers and was forced to install a French drain to compensate for the mistake - Dozens of emails and phone calls to try and resolve these problems.- Hired two independent very experienced in fixing pools and leaks and both told me multiple major issues with installation and especially finishing of the skimmer box and connections. During the pressure test, several pipes busted loose and upon inspecting were not even glued.- ***** says he wasn't advised of these things, but I have verifying emails and I told his employees (***** and ****) about the issues and they said they would come back to fix the leaks and pressure leaks but never did. ***** says he knew nothing about it.- Finally in November 2023 at my home to show him the issues and he said he would have someone come to fix them within in two weeks...it didn't happen. Reached out in December 2023 and claimed his wife was in emergency room (verified she was there for several days) but didn't respond until mid-January, 2024.Sunrise Pools $ ******** Coastal ********************** $ ****** Leak Locators of the East Coast $ ******** Total: $ ********

  Business Response

  Date: 06/18/2024

  An agreement has been reached with this homeowner.

  Customer Answer

  Date: 06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/17/2023

  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.

  We had a pool installed in January of 2023. The work has not been completed and we cant get them to come back out. Had to hire ************ s to come out and fix the broken pipes under concrete. Additional ******* dollars. We also have numerous other things that need to be fixed. We have been calling and they keep saying someone will be in touch. I have numerous emails, texts, and pictures of everything

  Business Response

  Date: 08/27/2023

  We have been in communication with the homeowner for this repair.  There was a balance on the project due to us and that covers the amount of the repair that they paid for out of pocket.  There is one last step to complete their project and it is scheduled.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20483276
  
  I am rejecting this response because:

  First, J&J Earthworks has not been in contact with us.  I reach out to them every week looking for a status.  I shouldn't have to constantly follow up with them to see when they plan to resolve the outstanding issues.  Nothing has been scheduled at this time.  They keep telling me they will follow up but never do.

  We hired J&J Earthworks to install our new pool.  They began the pool installation in late January 2023.  Its August 28th 2023 and we still have outstanding issues with the pool. We were told the pool would be completed in a month when we signed the contract. 
  
  Along the way there were a number of situations that had to be corrected at our expense even though the builder was at fault.  For example, the travertine was installed along the perimeter of the pool was not flush or even with the shell of the pool.  In order to hide the mistake they said the problem could be fixed with installing water tile around the inside perimeter of the pool.  The only problem is we didnt want water tile.  We didnt have a choice of what water tile we could use and we had to pay for the extra cost to have it installed.  
  
  When the concrete was installed all around the pool it dried brown instead of white.  We were told not to worry that when the Cool Deck application is applied to the concrete it would cover it.  They applied a knock down concrete application on top of the concrete to hide the brown stain which is not Cool Deck.  However we insisted we didnt want a knock down application but a Cool Deck application.  Two very different textures.  One is rough and the other is smooth.  
  
  During the installation we were forced to sign off on completions of the project so that they would get paid their installments.  I did not want to sign off on the final payment since there were items not completed.  In order for them to start their next pool project they needed us to sign off.  I agreed under one condition.  They would give me a $5000 check for the items not completed.  I would give them the $5000 once the remaining items were completed.   
  
  When the water tile was installed I had to pay the installer $958.90.  A mistake they should have paid.  
  
  In July we noticed we were losing 1.5 inches of water each day.   Spent 3 weeks trying to get J&J to come out.  They checked the filter which had a leak and attempted to fix it.  Said  they would be back on Monday and never showed up.  Wasted another week losing water before I hired a leak locator.  They charge $535 for locating any leaks and $4280 for the repairs.  They initially discovered two leaks under ground and leaks with the water pump seal not properly installed.  During the repair process they discovered another leak. A total of three pipes had to be cut out and new piping installed.  This requires them to cut into the concrete and dig down 6 feet to correct the issue. In one situation the pipe was not properly backed filled so the pipe was cracked.  The other two leaks the pipes were not properly glued or not glued at all. Total repair cost including their testing was $4815. 
  
  We also have an issue with the pool not being properly backed filled,especially under the sun deck portion of the pool.  We were told on multiple occasions it would be backed filled before the concrete would be installed.  This is a big deal since the fiberglass pool can only withstand so much weight.  Overtime the weight of the water will most likely crack the pool.  This is not an easy fix since a portion of the concrete patio will most likely need to be ripped up to repair the issue. The owner ***** said he would look into it and get back to me.  Never has contacted me.  I contacted ****************** and a spokesperson indicated the pool needs to be backed filled under the sun deck.
  
  As of today we still have a light in our pool that doesnt work.  Each week Im told well get back to you when well be out to fix it.  The Cool Deck still needs to be installed (estimated cost is about $5000). However we have to wait for the new concrete to set for 28 days before they can apply it.  At this point we probably should hold off on any Cool Deck being applied until the issue with the sun deck is resolved.  

  FYI -pictures can be furnished if requested.  Site too slow to load.
  
  Sincerely,
  
  *********************