Complaints

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

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  Atlantis Pools And Spas

  Gaston, SC 29053-9489

  
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  Atlantis Pools And Spas

  PO Box 210532 Columbia, SC 29221-0532

  

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:05/23/2024

  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.

  During our recent project, several critical issues were encountered with the contractor’s performance and adherence to the agreed-upon scope of work. Company owner sent her workers out to get a materials list to begin the job. But they started demo work at that time without our knowledge.
  The owner met with us and we agreed on what we wanted. The workers went outside of scope several times and had to redo their work. Additionally, the work they did was very haphazardly and sloppy. This includes a concrete wall that was poured crooked and uneven, as well as a “form” to pour concrete that was not done with the proper form board, but instead a regular board with notches cut in it to sort of make it curve.
  They were contracted to fill the cells of the retaining wall with appropriate rock filling and glue down the caps. They started to use concrete instead of the rock filling until we stopped them. Then they only actually did a small portion of the cells. They never glued down the caps. These company also left a huge mess, trash and debris behind our fence and in our yard. All of which had to be hauled off.
  This all caused us to incur significant additional expenses to correct and complete (see attached invoice of additional expenses). Please note, we have only requested a refund for the additional expense amount, not in full. Please contact me with any questions or for additional information. Thank you!

  Business Response

  Date: 06/07/2024

  I deny that contractor started without knowledge by the "Buyer".  Buyer came outside and was fully aware that they were getting up a material list and they did start working same day of material list purchases. The Buyer certainly could have told them to leave the property. The "Buyer" proceeded to let the worker know that a wall was needed at the lower level at the playground area. This was never discussed with the Seller at any time during the proposal time or a price provided in the original proposal. I was notified of the extra lower-level wall "after it was formed up" using my materials that I purchased for other work.  This wall at lower level was formed up and removed and reformed again with additional materials. I met with the "Buyer" about the wall, and it was NOT part of the contracted work - I told Buyer that I would try to work with them on pricing, but I needed to know exactly what they wanted.  The first forming:  Too much height - second forming at a lower wall height.  Many days go by: Buyer still focusing on a wall that was never part of the original work and it became a major issue with the "Buyer" - finally another meeting to NOT do the wall.  Buyer is now referring to untreated wood in forming up this wall at lower level:  Regardless of the type of wood you use to form any wall:  The wood does NOT remain in place - the forming wood is placed there ONLY to hold the concrete until it is hard and usually removed following day if not the day of the pouring of the wall or any other type of concrete work.   Going back to the scope of the work:  Walkways were curved:  YES, we can use forming wood and "notch" the wood in order to bend or curve with the radius we are using. We have "bender" board that is made by many lumber companies that use regular boards and rip them down due to thickness and this is "bendable"  - some cases we use plastic faux lumber to help form curves as in this case. "Buyer's reference to regular boards that are "notched" is NOT improper usage in forming of radius areas or curves - the standard bender will "snap" apart due to the nature of the wood NOT being perfect as we have no control over the trees having imperfections.  Buyer also had the workers remove ALL pavers at the end of a walkway referred to as (2) steps that were NOT part of the proposed work. PATIO Item 1 - 7   Refer to item #3 describing placement of extra soil to be placed outside the fence area:  Buyer also stated "how to remove a section" to get access into that area for the excess soil/base from previous paver materials. This was confirmed with Buyer during proposal - it was NOT suggested by Seller to place anything in that area as we could have removed it from the property with a removal fee that we charge. WALL:  I deny that we were "stopped" by the "BUYER" to NOT use concrete. We did not have a pumper or concrete on the job to start pumping the cells on this wall.   I agree that I wanted to use "BLOCK FILL" that is designed to be used for filling of block walls...and it can be pumped making the job much cleaner and easier to do so - Access into the back yard was horrible - therefore; it made perfect sense to pump the cells vs hand placing (bucket by bucket) of 57 stone.   I AGREE the caps were NOT glued down - that is the last stage of work. At the Buyer's request, I returned to the jobsite on April 1, 2024 to talk to the Buyer and clean up the back yard.  Again, we get off course again and we are at the playground area regarding the same wall of concern (again) We were going to remove all of our forming materials - she had sheets of our plywood at her patio area to help keep the dog from tracking dirt into the home. Buyer asked to leave it in place.  It was also agreed on by the BUYER to leave the untreated wood to help hold back the dirt at the lower level of the future wall we have been trying to work out for months. The forming for the patio and the walkway was in place and had been in place waiting a final decision to pour or not pour. Buyer wanted stamped concrete for the patio that was NOT part of the contract, ONLY the walkway was optional - due to the type of mats we had.  Based on the behavior of the BUYER from day one, I felt that stamping a large mat on a patio would definitely be a bad idea and I expressed that to the BUYER due to the layout of the pattern she wanted me to use. NO problem in using a SEAMLESS mat was my discussion with the BUYER on many occasions.

  I finally received a text message from the BUYER to NOT let us continue to do the patio and walkway that we had formed up.  There was a balance remaining on this project in the amount of $4,000. For the record:  This wall was NOT a new wall, another company built it 10+ years ago without filling any of the cells plus the drainage line had clogged up from the mud/sand/clay.  Buyer brought in another company in January, 2024, they opened up an area of the wall - "Buyer" not happy with the price he charged ONLY to determine what was needed.   Buyer contacts me (Seller) sends me a copy of the scope of work for pricing - I submit a quote. Buyer accepts my proposal.  I, the Seller has paid the contractor for their work and the materials.  Materials were "wasted" due to BUYER unable to make a decision until recently.  I left some materials on the jobsite and all forming of patio and walkway @ BUYERS request until we could come to terms to finish up our work.  Unfortunately, this is a job that the BUYER is VERY interested in making sure me and my company is negatively broadcast to BBB and everyone the BUYER meets throughout the city/town to let them know the same.    

  I also requested a breakdown of the invoice submitted by the new company Buyer hired to install pavers vs poured concrete. Buyer refuses to provide the breakdown from that provider.  There is a balance due from the BUYER (pending pouring of walkway and patio) due Seller. I have tried to come to terms to help move forward on this job, met with the buyer on several occasions and talked via phone, text, email but unfortunately, it was impossible from day one thru the final day Buyer made a decision that the job is terminated.  I honored that request to accept the amount paid and with the BALANCE owed that they could move forward as the BUYER wanted to return back to the pavers. I should not be responsible for paying for her to get pavers due to pavers not priced out as part of my job.