Complaints

This profile includes complaints for Easy Living Pools's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Easy Living Pools

  10496 Parks Ct Marysville, OH 43040-7637

  
• 

  Easy Living Pools

  300 E Business Way Suite 200 Blue Ash, OH 45241

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:06/01/2023

  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 contracted with Easy Living Pools in August of 2021 for pool installation in 2022. During the site surveys and before the dig date, we notified Easy Living Pools about an underground conduit that cross the dig site. This conduit would need to be repaired after the pool installation and it was agreed that it would be repaired and a new pull string installed.
  As our pool project finished, we reminded our project manager multiple times via phone calls and emails about the need to replace the pull string. We have also mentioned it to two other employees of Easy Living Pools. It is now over 18 months since the original dig and the conduit remains unusable.
  Multiple calls to the project manager and messages left for the general manager have gone with no response.
  Additionally, a WiFi enabled pool cover touch pad was to have been installed and it has been demonstrated multiple times to not have WiFi capabilities. This, too, has been mentioned multiple times with no response.
  We made our payments to Easy Living pools with their assurance per the contract that any outstanding concerns would be resolved. As of June 1st, 2023 they have not been completed.

  

  Business Response

  Date: 06/02/2023

  Mr. ******,

  Sorry for the delay in response to your concern.  We did receive your voicemail on 5/30 and 5/31.  All calls are returned as time allows and in the order they are received.  Our response time has been a little slower this past week as we have a few team members taking some extra time off around the holiday.  It is my understanding that the two open items are:

  1.  Install a pull string in in your conduit that has to be rerouted around the pool area.

  2.  Hook up your automatic pool cover switch to your personal Wi-Fi network, if the controller will allow a Wi-Fi connection

  I have heard that you have been in communication with one of our project managers and that this work is on the schedule for this Friday(6/2).  If you have any further concerns or questions please feel free to call me on my cell phone ###-###-####

  Sincerely,

  ***** ******** - President

  Customer Answer

  Date: 06/05/2023

  The work has not been completed.  Once complete, we'll happily close the case.   Your team was out Friday and determined that the conduit was not repaired correctly and will be trenching in a new conduit, in theory today 6/5/23.

  Also, it was more than 2 calls to the office.  Please review the attached screenshot from my phone showing multiple calls to our project manager as well as 3 pages of emails to him with the earliest mention of the conduit repair being 6/22/22.  I just want to make it clear that it was much more than 2 phone calls on back to back days. 

  

  Business Response

  Date: 06/05/2023

  Correct we are there today (6/5) trenching in a completely new conduit since the damage to the conduit was not able to be located.  We patched the two ends together when we installed the pool, but obviously there was more damage than the eye could see. 

  I do want to bring to your attention that the work being completed today is being done in good faith and at no cost to you.  Article V of our contract clearly states that all underground objects and utility lines must be accurately located and marked by the owner prior to Easy Living Pools commencement of site work.  Any unmarked underground objects or utilities damaged by easy living pools are sole liability of the owner.  I have attached a copy of this page of the contract with your initials acknowledging this on the bottom of the page. 

  We will get you fixed up here very soon.  Sorry for the delay in getting this wrapped up for you.  Any further concerns feel free to call me on my cell at ###-###-####

  Builderscape, Inc. DBA Easy Living Pools reserves all
  of its rights and nothing herein shall be construed as waiver.

  Respectfully,

  *****

• Initial Complaint

  Date:10/13/2022

  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.

  Paid for multiple services that are unfinished (electrical, pool cover, etc.). I've made multiple inquiries on when they will be completed (contacted on 9/21, 9/22, 10/4) and was told it would be done that week each time with no one showing up.
  
  Additionally, the concrete work needs repaired. Contacted 8/24 (day of install), 9/21, and 10/4 asking for updates... no responses.

  

  Business Response

  Date: 10/18/2022

  Mr. ***** signed a contract with Easy Living Pools on 05/04/2022. He was advised the construction schedule was weather dependent, product dependent & required multiple sub schedules. Mr. ***** was also advised that pool production would be 14 - 16 weeks from the manufacturer in an email dated 05/11/2022 and construction is generally 12 - 16 weeks if all goes smooth; Mr. ***** is currently at week 12. Mr. ***** agreed that all invoices are due on receipt per the contract with Easy Living Pools & each phase of construction is only billed once it's substantial complete (95%).  Mr. *****, has not over paid for any phase that was not completed.  Mr. ***** is currently in the punch list phase of construction where items are corrected for customer satisfaction & proper installation.  Mr. ***** has been communicated to every step of his project with multiple emails attached for reference.  Mr. ***** has never called the office with a schedule concern or update request.  There was no delay in Mr. *****'s construction, even when he violated his contract with a past due balance & wrote an email stating he was not paying any more for his project.  The first picture attached where a post was left whole, was done so to confirm with Mr. ***** what height he preferred, it is not complete, as it is punch list.  Mr. *****'s electric was completed, as the equipment has been running & Mr. ***** has been swimming in his pool, however, there seems to be an issue that is on the electrician's schedule for punch list.  Mr. ***** has not been billed complete as punch list is not complete nor are his final inspections per his contract.

  

  Business Response

  Date: 11/09/2022

  Mr. *****'s project is nearing completion.  He did not pay for services unfinished.  There is still a balance due on the contract of $2350. This will not be invoiced till we receive our approvals from the governing building agency.  The project is currently in the punchout / cleanup / final inspection stage of the project.  All items that have been noted in the complaint have been corrected or are currently in process of being corrected as part of our standard business practice.  Mr. ***** and I have spoken many times over the past few weeks, and I believe both parties are satisfied with the direction and progress of the project.   Please confirm this with Mr. ***** and close this complaint.  

  Customer Answer

  Date: 11/10/2022

  I accept the business's response to resolve this complaint.