Complaints

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• Initial Complaint

  Date:09/06/2022

  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.

  I contacted with Glimmerglass Pools and was told construction would start in May, 2022. It started in June. Many 'shortcuts' were taken with this installation which left me having to ask for basic inclusions that were promised. At this writing, Sept 6, 2022, I am still waiting on: a platform under the leaking pump (which needs to be either replaced or fixed): metal rings for the pool where it meets the cement; a back hose; removal of black marks inside pool sides; manuals for the pump, heater, etc; a winter cover which is to be installed; a date for their closing of the pool; others, etc. This company has been non-communicative. The people in the office are trying (so they say) but are short staffed and that the owner lives and has another store in New Jersey and he should be handling all my issues. I paid in excess of $38000 to them which did not include cement which I agreed to, or electricity/gas which I was not informed of until the hole was dug. I feel this company should be responsible for my non-use of the pool this hot summer because of their lack of completion of the job within a reasonable timeframe. I am still waiting on them to finish, when I was told it would be done in May.

  

  Business Response

  Date: 09/22/2022

  1) We addressed and you changed the name of the owner and the business name.
  2) She started her permit process at the beginning of May.  I called in the DIG on May 18.  She was tentatively scheduled for a June 1 install date. She notified us on May 31 that the permit was approved.
  3) She had a deck that needed a portion removed before we could dig safely.  The gentleman that we used to install our pools has his own contracting business and he agreed with her to do the deck removal.  Due to the 1 day notice of the permit approval and the deck not being removed we were not able to install the pool the next day (June 1)
  4) She was then rescheduled to June 7, again, due to the deck not being removed we were unable to do the install, so again she was rescheduled to June 14, which again was rescheduled to June 22 due to the weather and the deck not being removed due to the contractors schedule.
  5) Her equipment package arrived on June 6th which included the pump, filter, generator and other items needed to complete the installment.
  6) She signed the original contract on May 10, 2022.  It clearly stated that the permit, concrete, electrician, and plumber were not included in the contract.  We do not have this type of staff to even offer this type of work.  She was verbally told as well, once at the time of sale and then again at the time she signed the contract.
  7) Her contract included the purchase of the pool, equipment package, heater and delivery.  She was not charged for the installation at all which is a $10,000.00 to $12,000.00 expense.  It also did not include a hand rail or a maintenance package - which includes the vacuum head, skimmer, telescopic pole, vacuum hose or backwash hose.  Theses items were purchased for her by the company at no charge to her.  This is approximately $1,000.00 cost that we absorbed.
  8) She stated in her complaint that the pump leaks.  It is an easy fix with Teflon tape usually.
  9) She stated on Aug 15 that she had a white ring approximately 3" below the concrete and 3" above the water level which was not there at the time of installation.  She also stated that she had black sticky stuff by the steps and by the curve of the pool.  Black sticky stuff can be from almost anything, calcium build up or sap that dirt attached itself to.  I told her to take a sample of her water from the end or side of the pool away from the skimmer about 3 to 5" below the surface and take it to her local pool supply company for testing as we do not test water.  They would be able to tell her the condition of the water as she also stated that the water was cloudy which is caused by several different uncontrollable elements, dirt particles in the air that settles in the pool, too much rain which causes the water to soften or using water from the home which may not be treated, and they would be able to instruct her as to what if anything needed to be done.
  10) Regarding the need of manual - she asked if she could get a copy of the pump manual.  She said that she could print it out but didn't want to print out 50 pages.  I told her that I do not see what pumps that are ordered and if she could take a picture of the plate on the pump for the model # I could print one out for her.  She stated she would but I never received the information.  She never asked me personally for a filter manual.  Manuals come with the equipment and per the installer they are left with the homeowner.
  11) She stated that she is waiting for a platform for the pump and filter to sit on.  Again we do not do concrete work and this is something that the concrete guy could do for her.  
  12) Regarding the handrail - it was delivered in an unopened box and the cups come with the railing.  If they were not in there then it should have been reported immediately so that they could be ordered.  More importantly the concrete guy should have never installed them.  They need to be grounded which is why she was told that an electrician was required.
  13) The backwash hose is not a major issue.  She stated that the guy didn't have clamps with him to clamp it on with.  They are $1.50 at a local hardware store and easily put on.  
  14) The heater as it was explained to her needs to be hooked up by a plumber because the water goes through it to heat.  Again we do not have a plumber on staff so it is not a service that we offer.
  15) A safety cover has been ordered for her, it takes approximately 2 to 3 weeks to receive.  Once received we will be there to close her pool and install the cover.  This is a 1 time service as we do not offer weekly, monthly or annual maintenance.  We can offer suggestions to people who can do this type of service.
  
  Should you need any other information please feel free to contact me at this address or by phone, *************
  
  Susan
  Office Administrator

  Customer Answer

  Date: 10/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Complaint ID: ******** The response from the company was flawed.( as I would expect from them). No, things have not been resolved. For one, the "independent contractor" was hired by them to install the pool. Glimmerglass was the ones who told me that the pool would be done in June. (BTW: This was a very hot and dry summer...rain was not an issue) The pump still leaks (tape is not a solution nor a fix on a new pump). The back hose is the wrong size and needs to be fitted appropriately. The railing was the only thing in the box they delivered no rings. I paid $8500 for material pkg alone. What for? This is rhetoric on their part. All issues are the same as first reported. Of course they will be on the defensive. They are wrong. What ever happened to the 'customer is always right'. As of this writing (10/3) things remain status quo from my first complaint. All I want is attention to my issues. I am not asking for money. Just finish the job!.
  
  
  
  Regards,
  
  **** *****
  

  

  Business Response

  Date: 10/11/2022

  As stated before the contractor that does our installs is also self-employed.  He and the client agreed that he would be the one to dismantle the deck prior to the pool installation.  We as a pool company, do not dictate his self employment business.  His delay, delayed the installation of the pool.  Again the client was tentatively scheduled for June 1, 2022 for the installation, however due to the self-employed contractors delay in completing the deck removal, we were delayed in installing the pool.  Again, the client notified us that her building permit was approved on May 31, 2022 so therefore due to other clients being approved prior to this client and the fact that the contractor did not have the deck removed, the tentative date of June 1 was not feasible.  She was rescheduled for the following week, June 7, again the deck had not been removed so the installation could not be done.  Both the client and the pool company had contacted the contractor but the scheduling was not viable due to other previous commitments scheduled earlier in the season.  Unfortunately, the client was rescheduled again to June 14, which came and went, again due to the deck removal and weather and was finally rescheduled to June 22.

  The contract was signed on May 10, 2022 and under THE TERMS and CONDITIONS it stated that the estimate did not include electrician, plumber, permit or concrete work.  The client was informed of this at the time of the sale, when the contract was signed and then again at the installation.

  Her total contract was for $37,000.00.  The client was not charged for the installation, which would have been another $10,000.00 to $12,000.00 more bringing the total invoice up to over $45,000.00.  The client requested a hand rail and a maintenance package which were not part of the contracted price.  This items were requested by the client after the contract was signed and given to her at no charge, all of which was approximately $1,000.00 of free merchandise. 

  Per the client the pump leaks, it is not a steady stream, just leaks.  Very seldom does a small leak, constitute a new pump.  It is usually a small adjustment of the attachment.  This will be addressed during the closing of the pool. Should the result be a new pump is required, one will be provided to the client at no charge.

  As stated prior several items were given to the customer at no cost.  

  She reported the white and black sticky substance on the walls of the pool after the installation, which she was able to remove.  These types of substances can be caused by several different factors.  One being if the pool was not being cycled/run properly, near by trees having sap drip into the pool, dust from other activities close to the pool.  Cloudy water can be caused by the same factors.  The client was advised to take a sample of the water to a local pool supply company to have the water tested, so that the exact reason could be determined as to why these substances were there.  No word was returned to the pool company as to the results of the water testing.

  Regarding the need of the manual, the client was ask to take a picture of the pump, a filter manual was never requested, and send it to us so that a manual could be printed and sent to her as she did not want to print so many pages.  This information was never received by the client. Further note that the manuals come with the equipment and are given to the client at the time of install.

  The client stated that she is still waiting for a platform to set the pump and filter assembly on because it is currently setting on stone and getting dirty.  Per the contract that she signed concrete work is not included as we do not offer that service.  The gentleman that the client hired to pour her concrete decking would have been the one to build the platform.  Once built we could then move the equipment onto the platform.  No word has ever been given that the platform was built.

  Regarding the install of the handrail.  Again, the handrail was not part of the original signed contract.  It was however, ordered and delivered to her.  The client also received the cups in a separate package that the both she and her daughter was made aware of.  If the client had the concrete contractor install the handrailing without them, we are not responsible due to his negligence as the cups are used to ground the handrail so that not electrical shock does not happen, which is why all clients are told that an electrician needs to be hired for the installation.  Changing them now would cost the homeowner, several hundreds of dollars as the poured concrete would need to be dug up and repoured.  A licensed electrician would then need to be hired to install them properly for grounded purposes.  If as the client has stated that the concrete contractor told her that the cups are required, he should have never installed the railing to start with.

  The backwash hose as the client stated leaks, because the size of the hose was too big for the fitting and the installer did not have a clamp with him for proper install.  A clamp will be provided at the time of closing.

  The heater, as explained to the client needed to be hooked up by a licensed plumber, which the cost was not included in the original contract, but stated that we do not do any plumbing.

  The winter cover has been ordered and will be installed - all at no charge.  Installation date of the cover will be at closing of the pool for the winter which will be scheduled once the winter cover has been received by the company.  Again this is 1 time service and the homeowner will be responsible for all other closing years.  We can recommend a contractor should she request one.  We do not offer annual closing, or daily, weekly or monthly maintenance services of the pool.

  If a copy of the signed copy is required, one can be provided.

  Glimmerglass Fiberglass Pools