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:11/27/2023

  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.

  My wife and I signed a contract for pool in June and weve paid $61,000 to date. To date no concrete has been applied. ******************************* (owner) will no longer communicate with us at all nor will anyone from Cascade Pools. I have been to Georgetown Zoning and spoken to ******************************* (Zoning Administrator) and she told me Cascade failed to show elevation of pool and and did not submit required engineering report. Cascade started with a plan that was against zoning restrictions. The last communication from Cascade said all requirement were submitted to county and they were waiting for a response. ******************** confirmed that was false. Weve now learned that Cascade has many lawsuits against it. Lawsuits from customers, vendors and subcontractors. Weve been told by a local licensed shotcrete contractor that no one will shoot pools for him any longer because he owes them all money. Weve had 3 other pool contractors out to look at Cascades work and they all say that framing and plumbing are not correct. Please look into them. Its really bad.

  Business Response

  Date: 02/01/2024

  We have emailed over an agreement to ********************* on this project she stated she is having it reviewed and will get back with us. Once reviewed we will reach an amicable agreement between both parties.

• Initial Complaint

  Date:11/17/2023

  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.

  We signed a contract for Cascade to build ** a pool in May 2023. They broke ground August 2, 2023. They dug the hole, framed the pool and shot the concrete all by August 28th. They needed to bring extra dirt for us which didnt happen until October 4th. They had an excuse as to why they couldnt every week. Here it is, November 17th and they have yet to come back out. They emailed us a timeline saying they would be finishing up the week of November 20th. That will not be happening since they havent worked on our project since the beginning of October. When you call the business, no one answers or responds to voicemails. The owner NEVER responds to voicemails and rarely will text. He has one employee who will respond via text but doesnt follow through with a timeline when he gives it. I feel we have been beyond patient with this company and want our project completed. I dont know when they will be back out to continue working on it. They also never put up any fencing around the area, so its open for anything to happen to it. We put our trust in this company and it is very disheartening to be strung along. We have been very patient with the timeline but are tired of getting pushed to the side at over 3 and half months in.

  Business Response

  Date: 02/01/2024

  We are actively working to put together an agreement with this customer. We sent out for drafting to come up with a plan that we both can agree to. Once we have this back we will submit to the customer to form an amicable agreement together.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 20885077
  
  I am rejecting this response because:
  
  We are still waiting for him to follow through with what he has said. We will not be satisfied until he has completed what he has said.

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

  Business Response

  Date: 02/05/2024

  We completely understand everything will be back this week for you guys to review. Hang in there we will get this right for you

• Initial Complaint

  Date:08/15/2023

  Type:Order 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.

  On or about 6/12/23 I signed a contract with Cascade Custom Pools to build and install a pool and pool deck at my home. Work was to begin on 8/15/23. I gave the company a deposit of $16,250. At the end of July I called to inquire about the status of the pool. I was told that because of a new law in Horry County a commercial contractor license is now required and ********************** does not have such license. They wanted me to sign documents stating that I would be the general contractor for my job. I refused this based on the amount of responsibility and liability I would undertake. This is not what I contracted for. During the following weeks I made several calls to the company asking when they would get their license and be able to start my job. They could not give me a date, therefore I asked for the return of my deposit. They refused saying that the deposit is non-refundable. I believe that they have breached the contract by not having the proper licensing and not starting the job as agreed in the contract.

• Initial Complaint

  Date:07/18/2023

  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 Cascade Custom Pools to install concrete pool, hot tub with paver decking for a total of $86,000.00. The project, estimated to take **** weeks, began the last week in January of 2023. As of July 17, 2023, we have paid Cascade $84,280.00 dollars. The hot tub portion, $16,500, has never been operational. The drains are blocked with cement or hard clay **** from the time of initial construction, the wrong spa jets were installed. Cascade owner ***** has never returned any text or call re: our concerns. Other Cascade staff occasionally return a call or text and acknowledge our concerns and tell us they will come out "next week". Other issues -ultimately addressed, albeit very slowly, include:1. Red spray paint sprayed on existing paver deck 2. *** plumbing cracked when construction debris including broken tile/paver pieces were used as back fill around pool. The sharp edges broke the *** plumbing causing the pool to leak into our yard. The decking had to be dug up, plumbing fixed and then deck relaid. This took over 6 weeks to get done with us nagging them with texts and calls almost daily. Also, it caused us to have fill the pool a second time, time, money, and natural resources wasted. 3. *** plumbing joints not glued together led to second round of leaks, new paver decking to be dug up in 2 different places, 2nd time.4. Difficulty installing the pool and spa lights due to the fact that during the concrete installation, electrical conduits for lights were not protected leading to conduits blocked by concrete.5. Actuator never installed to regulate pool vs hot tub, then it was installed wrong 6. There are multiple circular rust spots throughout the plaster where nails seem to be "popping" through.These issues speak to the amateur nature of staff, poor quality, unprofessional owner who does not communicate or address issues.They have asked for final payment and final inspection. We would like the project to be completed first!

  Business Response

  Date: 10/04/2023

  Good morning *****, 

  Since this posting was made the team has fixed everything on this list. There is still a small stain in the pool we will have that resolved for you as well.

• Initial Complaint

  Date:07/05/2023

  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 have contracted with cascade pools to build a pool and spa with pavers around both. The plumbing was installed incorrectly and leaked. Fixed the first time. Since then, I have a leak in the spa, pavers are sinking, bushes and palm trees are dying due to the leak and my water bill is through the roof. I have contacted ***** and everyone else at the company including showing up at their office. I have promise after promise to finish the job yet no action or results.

  Business Response

  Date: 10/04/2023

  Good Morning John 

  We have received your complaint and understand your frustration. I do know since this complaint has been filed the pavers have been fixed and are being re-sanded this week. The other few line items we are working on a plan to get this taken care of and you satisfied.

• Initial Complaint

  Date:11/02/2022

  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.

  We contracted with Cascade Custom Pools to design and install a concrete pool and hot tub with decking and kitchen. The work began on June 2, 2022. We have paid $94844.78 by check to Cascade to date, our contracted amount was $85186.00 with additional costs being for kitchen and cool decking application. The pool, hot tub and decking have been poured. The pool has been tiled and plastered and kitchen has been delivered. We are unable to use our pool, hot tub or kitchen because we can not get any response from the owner, Chris, after many attempts. The plaster that was applied is the wrong color and applied spotty. The hot tub leaks and the coping on the hot tub is damaged, as well as the tile is crooked. They came out 2 weeks ago and drained the hot tub to repair the leak and have never been back. The pump was installed incorrectly and the chiller was forgotten. A second concrete slab was poured to accommodate the chiller, in which they punctured the gas line. We have incurred extra electrician and gas expenses and our permit is now expired. The kitchen was delivered damaged. We still do not have the salt installed or chemicals for our salt water pool nor have we had any direction on how to use any of the pool equipment as contracted. Our screen door was damaged during installation. They poured the decking too high and refuse to grade or brace the decking so it does not erode or sink. We paid for a cool decking to be applied and it was to be power washed prior to install, it was not. The downspouts were to be tied into the pool drain, french drained out into the yard and capped off which has not been done. We have emailed, called, texted continually and have been ignored. There has been movement on our project since August.

  Customer Answer

  Date: 11/12/2022

  ***Document Attached***
  November, 2, ****. We have not had any contact with the owner of Cascade. Cascade did clean up *************. However, nothing else has been done regarding hot tub, pool or kitchen.
  See Attachment/File: 69AAE7A0-20C0-4050-9670-46E04FD515C4

  Customer Answer

  Date: 11/12/2022

  Sorry, the date should have been November 9th, not the 2nd.

  Business Response

  Date: 11/17/2022

  Im sorry you feel this way. Our team of professionals made note that your outdoor kitchen came with manufacturing defects out of the box. According to our records they reached out to BULL BBQ immediately seeking a resolution. ***** said he is actively working towards a resolution and will get your product fixed.
  
  Yes the guys forgot to add enough concrete to the pump area for the heater. they noted that they did pour another pad and complete the installation of this heater. If they broke a gas line that was installed please forward the bill to *************************************** If something is wrong with the screen please also forward and invoice to the above mentioned email. This will be reviewed at our next company meeting. According to ******* and our service team salt wasn't added at the time of this message due to the plaster curing. To date they have stated it is balanced and running.
  
  As far as downspouts or French drains that is something we do not offer anything outside of the footprint of construction per our contract is up to a landscaping company to complete.
  
  Plaster we have a txt message of ******* saying the plaster you chose was on back order and he offered you another brand and told you the name. With this you guys gave him the green light to proceed.
  
  As far as leaks we will double check with service team and advice to fix any incorrect areas

  Customer Answer

  Date: 11/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response. It is a shame that this is the very first communication we have received from you, and it had to be through the BBB. As a business owner we would have expected a conversation way in advance of this complaint.
  Regarding your statements:
  1.Please provide supporting information regarding correspondence with Bull regarding the repair of our kitchen. As proof of your company working on the resolution.
  2.The concrete pad was poured because you forgot our heater/chiller, we have forwarded you the bills in previous communication which we received no response.
  3.Landscaping, per contract, states yard will be returned to "rough grade". Our yard was NOT returned to rough grade. We paid landscaper for 5 yards of dirt to bring our yard to rough grade so it could be sodded.
  4.Salt has been added since our original complaint. We are still awaiting ************* as per contract. But understand that this has not occurred because the hot tub remains inoperable.
  5.Thank you for referring to the texts regarding plaster. I have attached the entire text chain proving that we were misinformed regarding plaster color.
  Bottom line, the plaster color has nothing to do with the working of the pool and hot tub, nor the damaged kitchen.
  6.The hot tub leaks have been known by your company for months and have yet to be addressed. We are including a picture of the hot tub that has been sitting in this condition since October 29th, as well as pictures of the leak from September 19th.
  

  Customer Answer

  Date: 11/18/2022

  ***Document Attached***
  Thank you for your response. It is a shame that this is the very first communication we have received from you, and it had to be through the BBB. As a business owner we would have expected a conversation way in advance of this complaint.
  Regarding your statements:
  1.Please provide supporting information regarding correspondence with Bull regarding the repair of our kitchen. As proof of your company working on the resolution.
  2.The concrete pad was poured because you forgot our heater/chiller, we have forwarded you the bills in previous communication which we received no response.
  3.Landscaping, per contract, states yard will be returned to "rough grade". Our yard was NOT returned to rough grade. We paid landscaper for 5 yards of dirt to bring our yard to rough grade so it could be sodded.
  4.Salt has been added since our original complaint. We are still awaiting ************* as per contract. But understand that this has not occurred because the hot tub remains inoperable.
  5.Thank you for referring to the texts regarding plaster. I have attached the entire text chain proving that we were misinformed regarding plaster color.
  Bottom line, the plaster color has nothing to do with the working of the pool and hot tub, nor the damaged kitchen.
  6.The hot tub leaks have been known by your company for months and have yet to be addressed. We are including a picture of the hot tub that has been sitting in this condition since October 29th, as well as pictures of the leak from September 19th.
  
  See Attachment/File: IMG_8961

  Customer Answer

  Date: 11/18/2022

  ***Document Attached***
  
  See Attachment/File: IMG_8929.JPG

  Business Response

  Date: 01/08/2023

  Business Response /* (1000, 10, 2022/11/17) */
  Im sorry you feel this way. Our team of professionals made note that your outdoor kitchen came with manufacturing defects out of the box. According to our records they reached out to BULL BBQ immediately seeking a resolution. Billy said he is actively working towards a resolution and will get your product fixed.
  
  Yes the guys forgot to add enough concrete to the pump area for the heater. they noted that they did pour another pad and complete the installation of this heater. If they broke a gas line that was installed please forward the bill to *************************@gmail.com If something is wrong with the screen please also forward and invoice to the above mentioned email. This will be reviewed at our next company meeting. According to Richard and our service team salt wasn't added at the time of this message due to the plaster curing. To date they have stated it is balanced and running.
  
  As far as downspouts or French drains that is something we do not offer anything outside of the footprint of construction per our contract is up to a landscaping company to complete.
  
  Plaster we have a txt message of William saying the plaster you chose was on back order and he offered you another brand and told you the name. With this you guys gave him the green light to proceed.
  
  As far as leaks we will double check with service team and advice to fix any incorrect areas
  
  
  Consumer Response /* (3000, 12, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response. It is a shame that this is the very first communication we have received from you, and it had to be through the BBB. As a business owner we would have expected a conversation way in advance of this complaint.
  Regarding your statements:
  1. Please provide supporting information regarding correspondence with Bull regarding the repair of our kitchen. As proof of your company working on the resolution.
  2. The concrete pad was poured because you forgot our heater/chiller, we have forwarded you the bills in previous communication which we received no response.
  3. Landscaping, per contract, states yard will be returned to "rough grade". Our yard was NOT returned to rough grade. We paid landscaper for 5 yards of dirt to bring our yard to rough grade so it could be sodded.
  4. Salt has been added since our original complaint. We are still awaiting "Pool School" as per contract. But understand that this has not occurred because the hot tub remains inoperable.
  5. Thank you for referring to the texts regarding plaster. I have attached the entire text chain proving that we were misinformed regarding plaster color.
  Bottom line, the plaster color has nothing to do with the working of the pool and hot tub, nor the damaged kitchen.
  6. The hot tub leaks have been known by your company for months and have yet to be addressed. We are including a picture of the hot tub that has been sitting in this condition since October 29th, as well as pictures of the leak from September 19th.

• Initial Complaint

  Date:10/24/2022

  Type:Product 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.

  My first read flag should have been that they don't answer their office phones. I left a voicemail and a guy called me back a couple days later to set up a time to come do a free consultation and pool design. I met him out at a property we were under contract to buy. He followed up almost daily, told him I didn't feel comfortable paying a 20% deposit until I closed on the house, he kept pushing saying they only had limited spots to get my pool done by rental season.
  He requested I wire the money (big mistake)
  so I wired the $22,000 deposit to a bank I have never heard of. Once I confirmed with him I sent the money I called the office and no answer, called the salesman and now answer. Text messages were the only communication once deposit was paid. A couple days later the salesman I was dealing with sent me a message saying he was no longer working for Cascade Custom Pools. I called all numbers he gave me with no answer from anyone, finally got in touch with Dustin. I was gonna go down to pick out finishes but my closing was in a week so I told them I would do it when I complete the closing to save a eight hour round trip drive. Then hurricane Ian rocks the Inlet and the house we were under contact to buy had six feet of water come through the ground floor. We couldn't come to terms with the sellers on repairs so we pulled out from the contract. I contacted Dustin to let him know that we weren't going through with the purchase of the house and his response was the deposit is non refundable! So within two weeks of giving them the deposit and they weren't breaking ground until December 13th 2022 they said my deposit was non refundable. $22,000 they are saying they are gonna keep of my money for doing nothing. This company is not professional at all and when I commented on a picture of a pool on their Facebook page my inbox got lit up with disgruntled customers saying not to use this company.

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/11/02) */
  We are sorry you feel this way Mr.******* . Our company and employees are simply following our contract. The terms and conditions are clearly stated on our contract. We put a contract in place so both parties can be aware upfront of the terms and conditions. Once a pool is sold a buyer has 3 buisness days to cancel the contract. After this three day grace period we provide the client with two options A.) the deposit is non refundable as commissions and designs fees are paid out to our hard working employees for securing the sale. As well as you locked in a dig date in which we could not sell a project on for x amount of days. Pumps and equipment were ordered for your specific project which have restocking fees.
  B.) you have a credit with our company all equipment is set to the side and we forward it to another project. At no additional expense to the client.
  
  Over the years a few clients had to change plans or switch homes and this was complimented.as majority of businesses would charge them in addition to there original contract for moving a pool to a new property and canceling on a locked in dig date.
  
  You demanded the payment back in a non professional manor. Our contract requests you fill out the cancellation notice and mail it to our office. This cancellation notice was provided to at the time of sale on your contract.
  You stated to our employee That you are going to do this the hard way and you will not go away threatening with online social media blasting and a few other non professional comments. You also then apologized for your behavior the following day via txt message to our sales agent. You stated you are mailing out the cancellation notice to our employee. This sales person had done nothing wrong but was properly trained to follow our companies policies and contract. Which is okay at the end of the day we are just following our contract as any buisness should. We stand beside our warranties and will make anything right that we have made wrong and we stand beside our contract. At this point we feel your slandering our companies name for simply following our contract. It's hard to find a buisness these days to abide by there contract.
  
  Furthermore I'm actually glad this posting was made as I believe it will help future clients properly read our contract. We put a contract in place so that we can be friends at the end of project and both parties understand the process. This way they can make sure they have everything covered on there end as purchasers how - permission and proper ownership of the property they are signing a contract on behalf of.
  
  
  If Any future clients have any concerns or questions regarding our contract please feel free to read it over with an employee at any location. We want to make sure you understand as well as us understand your needs for a beautiful backyard design and project.
  
  Have an awesome week everyone and Mr.******* I'm sorry we couldn't come to terms the offer still stands to move it over to another project any type pavers - outdoor living - stand alone spa- pool project. Even though you to harsh methods we will still take the time to build you a quality project with no hard feelings.
  
  
  Consumer Response /* (3000, 10, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have yet to hear from this company. The last communication I had was with Dustin on October 13th via text because they won't answer their phones or call anyone. He said he would speak with the owner once he give him the notice of cancellation. He said the he or the owner would contact me on October 18th which never happened. I called every number they gave me on October 20th and again no answer or any kind of call back from them.