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:04/22/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 paid for them to put in a concrete in-grown pool with paver deck surrounding it. This project was was started late winter of 2021. Job and inspection was not finished until spring of 2023. ****** had sunk in other spots before the final inspection and the owner had sent a paving crew out to fix the minor spots that were slightly sinking. Then we had this major cave in by the return the summer of 2023. The Owner, *****, reached out to me on Sept 18th 2023 after I had made several calls and complaints and have spoken with a **** who runs the office. Then there were a lot of text messages back and forth from ***** (the owner) and also his Hardscape Manager called *****. They would give me dates they were to be out to fix it. I had sent them both several photos so they could see the problem. This went on for 7 months...the last text the owner sent me was March 14th and said that he would get back to me on a new date. I waited again, I gave him over a week before I then reached out to him, no response, then weeks and still no response. I then mentioned I had been patient enough and needed to file a complaint so the public would know what kind of service they provided. That they lied and kept lying to me. I was super patient. Super Nice. Always Have been. I am so upset they used my kindness against me. I do not want any more lies and fake excuses. I really would just like to use my pool SAFELY. These pavers have caved in where I have to place a gate around them so no one falls in. The pavers all around the pool have gotten worse. They kept putting it off and so more started sinking in. Please help me to resolve this. Thank you for your effort and help here. I appreciate you. I have all the texts but its larger than 5 MB. Sincerely, *************************

• Initial Complaint

  Date:04/15/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Cascade pool did not live up to contract on my pool. My water features in contract are to have two returns never installed the only way for my water features to work is my skimmer has to be on. My spa leaks in 4 spots my plaster is chipping and very rough in spots, my light fixtures are two big for Hayward lights and they are leaking you see bubbles come out of them. I have two filters for my pool which is un unnecessary. And on top we got in contact with ****** the sales person and he told us are pool is in closed file. How is this when we have email from owner ***** stating he would look into a solution for water features and never heard back from him. And now he is so called closing business and getting away from fixing and completing my pool that I paid for.

• Initial Complaint

  Date:03/25/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 hired Cascade custom pools to build a pool back on Sept 7, 2023, due to them giving the best timeline for completion and the best estimate in the area. It is now March 23rd, 2024, and our pool is still not done. We have had the worst unprofessional experience with this family company from the day we gave them a deposit to start our job. They made us put the permit in our name due to them not having the correct license to pull the permits. We were told they would change the permit to their name once ***** passed his GC test which we saw on FB that he did. We asked multiple times for this to be done and our request were ignored each time. The day they came to dig out hole it was in the wrong spot to close to our house which cause erosion of mud under *********** to cave into the hole which almost caused the sunroom to cave into the hole. The hole was dug by owner ******************************* (the only day he actually came and put work into the project). From there on out they were super-fast to collect our money and blow through the first week of work blowing the concrete shell etc. After that it all went downhill. The communication was horrible no proactive schedules were kept. We had to beg for our product we paid for each time to be delivered. They delivered half of our equipment package that turned out to be used and faulty from 2021. At this current time ****, the father who is now in charge once again is refusing to finish the pool and refusing to hold up his amended contract that he signed in person with us on Jan 27th 2024 stating the pool would be completed no later than March 14th, 2024, OR cascade would pay to have another company finish the job. He is now claiming we created a hostile work environment and refusing to speak to us but also will not provide his attorneys name or info. We are out about ~30K rough numbers in what we have already paid cascade to what we are owed. All contracts have been breached on their end and we expect our money back from them.

• Initial Complaint

  Date:03/19/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Pool Contract signed with 25% deposit made summer 2023 All payments have been met per contract schedule Pool started Jan 2024 per contract Substantial portion of contract has been paid I have a concrete pool shell and some long run plumbing done 3 days of work done in last 25 days and business refuses to answer calls/emails

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contracted Cascade Custom Pools to build a pool for me in Late 2022. Since completion I've complained about a few workmanship/quality issues and finishing touches to be completed or fixed. I finally had the Owner, ******************************************* come out in August 2023 and look at my pool and promised to resolve the issues but needed time. He said they'd give me a certified letter saying they'd resolve them by December (Letter attached in supporting documentation). They still haven't resolved any of the issues and keep pushing and giving excuses for it to not be completed.

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service 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 signed a contract with Cascade Custom Pools in August and the hole for our pool was dug September 29. We were told it would take roughly 12 weeks to have a finished pool. Framing and the shell were complete by October 19, however the shell dimensions are incorrect so the entire pool is too shallow. At this point we have paid Cascade approximately 85% of the total project, as instructed and invoiced per the contract. The concrete shell has been sitting in our yard just like that since October (3.5 months). Communication with Cascade is terrible, they promise dates of work and don't show, promise materials to be delivered that never show, and we have passed 2 promised completion dates with minimal progress being made. They have shown up a handful of times since the shell was shot in October to do small tasks, and partially fix one error in the concrete, however there is no progress to move the project forward. To date, I can not get confirmation on the status of materials or equipment, and the two completion dates that we were given have passed with no progress. I would high discourage anyone from using this company.

  Business Response

  Date: 02/07/2024

  We have been in contact with this customer. Customer stated they were going to provide there own tile when there tile came in stock- it was pebble shower tile a tile that can't be used to tile the wall on the pool. At this point in time we have reordered the ************* for the customer we are waiting for one box to come in and get it done. Coping pieces came in broken we removed from the property and supplied the customer with a brand new pallet of coping for the pool. Once the tile is fully delivered this portion of the project will be completed the same week. Requesting to set up a meeting with the clients we will have someone reach out today. To understand we are both on the same page and the tile delay was not just on our end. 

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21256990
  
  The pebble tile was approved by Cascade on December 10 (I have this approval on record). This was during a meeting to address why work had not been done in nearly 2 months (during that 2 months the ************* was suppose to be installed). On January 19 we were told we could no longer use the pebble tile or the decking material, and needed to choose new of both. We made a material change that day based on Cascades change in decision. This material change does NOT excuse the poor workmanlike manner of the project, the neglect to work on our project, and the months of no communication. We are ****************************************************************** our backyard. I will not accept the blame of a waterline tile for this poorly executed job. The only resolution to this problem is a finished and properly working pool, or a partial refund of the money we have paid so we can finish the job with a reputable pool contractor. 
  
  *****************************

  Business Response

  Date: 02/13/2024

  It was approved based on all straight edges, we have guys on site today working on the tile and the coping of the pool. 

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21256990
  
  I am rejecting this response because:
  
  Subcontractors did arrive on site and do partial work of the tile and coping, it is not complete nor is it being worked on. We are still waiting for follow-through from Cascade on a completion date of the pool, and the location of our material. We will not be satisfied until this project is complete or we have a refund to move forward with another contractor.
  
  *****************************

• Initial Complaint

  Date:01/30/2024

  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.

  Although the original contact with this company started in 8/'22 when we paid over $21,000.00 to "begin work", the job is still unfinished in '24. Cascade wanted to be paid prior to doing any work, then once paid, took FOREVER to do anything. When I met with Cascade, I was told the construction would take 12 to 14 weeks by an employee named ******. On 10/7/22 someone with a backhoe was at the house ( a new construction vacation rental home), dug a deep hole & paid another $21,000+. We are now into this project for almost half of the total cost & only have a deep dangerous hole (no fence to keep one from falling into it). Between this time *************** VERY LITTLE was done. With vacationers committed for ****** **** are past the 14 week projected construction time ************* is no communication.The months that followed were filled with constant phone calls, promises from them of "will be there tomorrow", and more phone calls. When Cascade back filled the pool they broke a pipe line. After fixing the leak they did not fill the dirt properly resulting in sinking pavers. They would not return any phone calls requesting help with our dangerous trip hazard situation. Another vendor was hired (at our expense) to fix the sinking pavers On 3 separate occasions there were problems with the equipment which left the vacationers without a pool. Cascade never returned any calls requesting help. Another company was called (again at our expense), came & fixed the problems & told us everything would have been covered under warranty if fixed by the installing company The pool isn't completely finished & Cascade owes us a reimbursement for work we paid them to do but wasn't completed by them. The last conversation with them was last week when I was told they would "get with us & complete the job"..Strangely the employee asked for an email address **** don't know why he would need our email. True to form, there has been no further communication..They need to be stopped.

  Business Response

  Date: 02/01/2024

  The employee asked for your email so we could email a statement of work completed to date- a list of items you backed out of your contract including the paver work. We did not install pavers on this project. Please respond to our email attachment with any other information so we can reach an amicable agreement.

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21221835
  
  I am rejecting this response because: No offer was made...the "asking for my email" was such a minor part of the whole complaint, that it was laughable that it was even addressed by the company.  The explanation was appreciated, but action on finishing the job and adjusting the bill would have been more appreciated.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/05/2024

  I suggest you review your email we sent you guys a complete statement of your project and what is due back to you guys, reasons why and why not included.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21221835
  
  I am rejecting this response because: We never received an email. I checked spam and trash as well as the inbox. Perhaps the email used was not the proper address.  If the "dots" are not included, it will not be received.  Double check and resend to ********************************************
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21221835
  
  I am rejecting this response because: I wanted to let you know we still have not heard from Cascade Custom Pools.  The last message we received through your site said an email had been sent to us with job status and final amount owed to us. We still have not received anything from that company. This is another example of our problems with them. All talk and NO action. This is the way it has been from the start.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/11/2023

  Type:Product 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.

  DO NOT HIRE THIS COMPANY. When you read multiple negative reviews, all stating the same things, you should trust those and not the 5 star reviews that have been acquired through the prompting of Cascade Pools. You will not get what you were promised if you use this company. We paid for 2 pools to be built. Not only were the permits never closed by Cascade and the county shut down their use, the plumbing was setup in reverse on one of the pools, both pools leak around 1 inch a water a day, the heaters are faulty, they never installed the fencing, and no one will respond from the company to help me or at least give me a refund for the fencing I paid upfront for. I am a very reasonable and fair person. I'm not emotional and not looking to get anything other than what I paid around $145,000 for: 2 functioning pools. I had to pull teeth to get someone to show me how to work my equipment. Take a look at the unresponsive messages from the multiple people I have reached out to, including the owner.

• Initial Complaint

  Date:12/04/2023

  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 paid 50% down payment to *************** (recommended by Cascade Pools, who I currently have a pool contract with). Cascade told me that they bought out Legacy and I will receive that money back ($3,834.00) over 2 Months ago. I still have not received the money back, after MANY attempts to contact Cascade.

  Business Response

  Date: 02/01/2024

  Can you please send this information to ************************************************************************* Once received I will have it reviewed so we can reach a agreement that works for both parties.

• Initial Complaint

  Date:11/28/2023

  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.

  I used this company to install a pool. I paid them in full. They did not pay their subs now I have a lien on my property

  Business Response

  Date: 02/01/2024

  We have sent messages and emails to the contractor that stated he wasn't paid _ he in fact is paid in full ---- the vendor issue is also being taken care as we submitted the client has paid in full