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:08/14/2024

  Type:Order 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 am writing to formally lodge a complaint against Meadows Pool and Spa regarding a pool project they were contracted to complete for me. I entered into an agreement with the company and paid a total of $150,000 for the completion of a pool project. This project includes both new work and warranty work.
  
  To date, the project is only about two-thirds complete. There are multiple quality issues (cracked decking, cracked tiling, cracked finish, grout and mortar left on the decking surface) and none have been addressed. Despite repeated attempts to contact Meadows Pool and Spa (directly to the owner, Ryan Meadows) to address the incomplete work and warranty issues, I have been unable to get any response or resolution from the company. Additionally, I have been informed that they are now seeking more money to complete the project, claiming that they did not adequately protect the materials purchased, which has led to additional costs.
  
  This lack of communication, the incomplete state of the project, and the request for more funds due to their negligence have caused significant inconvenience and frustration.
  
  Given the substantial payment made and the current situation, I request that the Better Business Bureau take action to facilitate a resolution to this matter. I am seeking either the completion of the project as originally agreed upon, with no additional costs to me,

  Business Response

  Date: 08/16/2024

  The client funded their pool project through a loan company.  We had to provide pictures showing completed work at each phase of construction before payment would be released.  We completed as much of the decking as possible but the homeowner had separate work (not through Meadows) that needed finished first.  The loan company released all payments owed for the project which was approved by the homeowner.  We agreed to refund the client for labor for the area of decking that was not finished. The materials for this portion were not refunded as they was left on-site for the client.  The refund check for labor is attached along with the Quickbooks receipt showing the check cleared.  Please let us know if you need any other information. 

  Customer Answer

  Date: 08/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I will attempt to address the main points in Meadows’
  response:

  Meadows: The client funded their pool project through a loan
  company. 

  Response: The pool project was funded through a loan company on a
  contract that is separate and distinct from the contract we have with Meadows
  Pools and Spas. The contract with Meadows was for the entire pool deck, which
  here to for is incomplete. The contact is attached.
  Meadows: We completed as much of the decking as possible but the
  homeowner had separate work (not through Meadows) that needed finished
  first. 

  Response: Meadows Pools and Spas, specifically Ryan Meadows, advised
  us that they could not complete the pool deck without having the foundation of
  the garage complete to line up with. Unfortunately, I am not a pool builder and
  did not think to protect myself from them. They left a major portion of the
  deck unfinished, as well as a drain that is essential to the structural
  integrity of the pool and protection of my houses foundation. This condition
  existed at the start of the project (no foundation for the deck to meet up
  with) and Meadows was more than aware of this fact. We were promised that “we
  would work with you since you are doing a portion of the project yourself.”
  

  This deceptive business approach (lying about working with us)
  was the main reason I chose to go with them over a large pool company. Unfortunately,
  that promise was a complete falsity, as they are doing the opposite and completely
  abandoning the project.
  

  Meadows: The loan company released all payments owed for the
  project which was approved by the homeowner. 
  

  Response: After being harassed by Meadows and the loan company to release the payment, Ryan and I made a deal for a holdback of labor to finish the project after the foundation was complete. The payments were released and a portion held back for
  incomplete contractually agreed upon work, a fact acknowledged by Ryan himself in text messages. We had a deal
  to finish the decking, and I patiently waited while he promised multiple times from April until I filed the BBB complaint that they would be back out to finish the job. If everything was
  complete, why was he promising to finish it?
  

  Meadows: We agreed to refund the client for labor for the area of
  decking that was not finished.
  

  Response: The statement made by meadows is incomplete. Yes, they agreed
  to hold back money for the portion of the contract not completed, but importantly
  they agreed to return to finish the work (which is clearly laid out in our
  contract). Again, why would Ryan be promising in his texts to return and finish
  the work if the contract was completed?
  

  Meadows: The materials for this portion were not refunded as they
  was left on-site for the client. 
  

  Response: The materials, left unprotected while the deck was laid,
  were soaked by rain and not usable. They still sit in my driveway, and now I have to dispose of even more of Meadows trash on my own because they have abandoned the project. I had to
  clean up all of the construction debris left by Meadows on my own time, and hauled
  away at my expense.

  Lastly, there was no mention of the outstanding warranty work
  that has not been addressed at all. There are cracks in the pool finish, cracks
  in the decking, among other issues that were promised to be addressed. 

  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 08/22/2024

  First, we request that Mr. ******* provide any written evidence that demonstrates we engaged in harassment to secure final payment for an incomplete project. Attached, you will find our payment requests to ***** Financial, which include photographs of the completed work as required. These requests were also approved and signed off by the *******’s before any payments were released by the loan company.  The total cost of the project was $147,553, and all payments were made in full. We agreed to refund $6,400 for labor related to the portion of decking that was not installed. At no point did we refuse to complete the remaining decking. The pool project was completed in October 2023, with roughly 300 square feet of decking left unfinished. Despite our readiness to complete the deck work at that time, the *******’s were not prepared for us to resume the project.  Given the busy season approaching, a refund was then issued in February 2024 due to the uncertainty of when the foundation would be finished or when our team would be able to finalize the decking work.
  
  Regarding the decking, we were not responsible for instructing Mr. ******* not to put the decking down. The original plans required structural footers for columns under the decking. Based on a discussion with Lucas, it was agreed that construction on top of the new deck should be avoided. Nevertheless, we refunded the labor costs for the remaining decking.
  
  Mr. ******* did not raise any warranty issues until filing the BBB complaint. After his claims were made, I personally reached out to him to confirm our commitment to address these issues under warranty. However, I have yet to receive a response from him. Please refer to the ‘Warranties’ and ‘Warranty Notes’ sections on pages 7 and 8 of the contract for details. Warranty coverage for the project began on October 10, 2023, which is the date the final bill was invoiced.
  
  The pool and all decking that could be completed were done within an eight-week period. There were no delays attributed to our team. However, due to the unexpected 6-8 month delay before we could return to complete the decking, and considering it now our busiest season, we have been unable to meet Mr. *******’s scheduling demands.  Coordinating the remaining deck work with our existing schedule during this peak period is extremely challenging.  Though we understand having to wait is not ideal for Mr. *******, we have not abandoned the project or refused to finish the work. 
  
  We hope this response clarifies the situation and addresses Mr. *******'s concerns. Please let us know if there is any additional information needed.