Complaints

This profile includes complaints for Growth Spurts Landscape & Irrigation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Growth Spurts Landscape & Irrigation

  Collierville, TN 38017

  
• 

  Growth Spurts Landscape & Irrigation

  Cordova, TN 38018-6238

  
• 

  Growth Spurts Landscape & Irrigation

  3692 Castle Pointe Dr Southaven, MS 38672-6651

  

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:12/21/2023

  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.

  To Whom It May ******** I am filing a complaint against Growth Spurts, **** for their failure to return my Hayward Pool Heater, leading to significant inconvenience. Initial Service Date-Heater handed over on July 19. Follow-up contacts: Despite repeated requests and assurances, the heater has not been returned. Key dates include: August 16-No progress on first follow up August 22-Informed of high pH level issue affecting warranty service. I requested the return of the heater and was directed to contact Mr. ***************** *************) for resolution. The heater is only 2 years old (installed in August, 2021) and should still be under the manufacturer's warranty. Additionally, I have the pool serviced every week by a certified pool company and they did not notice a problem and disagreed with the findings of the company.September 26 and October 5-Further requests made for heater return, with no response or action taken.November 29-Certified letter sent to company requesting the return of the heater. No response.Current status: As of now, Growth Spurts has neither returned the heater nor offered a satisfactory explanation for the delay. Resolution Sought-Immediate return of my fully functional pool heater and compensation for the inconvenience and any related costs.The service and response from Growth Spurts have been highly unsatisfactory and unprofessional. The failure to return my property after multiple requests is distressing and unacceptable. I trust the BBB will assist in facilitating a prompt resolution to this matter.****** **************** ************************************************************************* ************

  Business Response

  Date: 12/22/2023

  ****************** notified us that his pool heater was bot functioning properly.  We did a service call and found pool heater leaking severely from underneath the heater in an area where we needed to remove the heater to attempt a proper diagnoses.  We consulted with our manufacturer and had to wait a significant time for them to send the correct person to evaluate the heater since that person is based out of *********.  After review of the heater and the components the Manufacturer concluded that the pool heater had gone bad due to a very high ph level and would not be covered under warranty.  We told ****************** this and he did not agree.  We offer a one year labor warranty on our pools, but a 3 year parts warranty which excludes labor.  Manufacturer warranties apply after the first year as stated in our contract which i can provide a copy of if necessary.  I will agree the amount of time it took to get back to ****************** was certainly longer than either him or I wanted but the fact that he did not like the manufacturers decision is not something i can help with.  I can get the heater returned but it will not be in any sort of working order unless ****************** agrees to the repair terms.  

   

  Sincerely

  ********************* Owner Growth Spurts Custom Pools and Landscapes LLC

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21041093
  
  I am rejecting this response because:

  While I appreciate the explanation of the delay and the diagnostic process, there are several points in your response that require further clarification and resolution.
  

  1.  Communication and Timeliness: The significant delay in the diagnostic process and the lack of regular updates have been a major concern. It's essential that customers are kept informed,especially when such delays occur.  I spoke with Miss ***** several times via text, every time I was given a different excuse and never a return phone call and the guarantees made were never delivered nor acted upon.  The fact that it took a complaint to the BBB to receive any type of communication/response from you speaks volumes.

  
  2.  Disagreement on Warranty Coverage: I understand that the manufacturer's evaluation concluded that the high pH level led to the damage, thus voiding the warranty. However, this conclusion is disputable. Regular maintenance and checks were conducted on the pool, and any pH imbalance would have been detected and rectified. I am interested in understanding how the pH level was determined to be the sole cause of the issue.
  

  3.  Warranty Terms and Contractual Agreement: I would appreciate it if you could provide a copy of the contract mentioning the warranty terms, specifically regarding the parts and labor distinction in the first year and subsequent manufacturer warranties.
  

  4.  Moving Forward: Regarding the return of the heater, it is understandable that it may not be in working order. However, I would still like it returned promptly. As for the repair terms, please provide a detailed quote and explanation of the required repairs, so I can assess the options available to me.
  

  My primary concern remains the extended period during which I have been without a functional pool heater, as well as the lack of clear communication throughout this process. I am keen on resolving this issue amicably and promptly.
  

  I look forward to your response and the return of my pool heater.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/01/2024

  To whom it may concern

  This response is in lieu of the rejected response from ****************.  Although **************** may not like the response from our company his rejection has no merit.  He specifically states he was in contact with my office manager throughout the process.  We told him that the pool heater would not be warranted due to chemical damage, specifically ph.  His contract specifically states in the warranty section, and I quote" Equipment is warranted for 1 year, after that manufacturer's warranty applies."  We had the manufacturer take the heater apart and look at it.  The person in charge of that is the *************** from ******* he sees this kind of thing every day.  He knows what he is talking about and what he is looking for.  

  I am willing to return the heater to ****************.  The heat exchanger is severely damaged due to high ph and is leaking.  The manufacturer recommends entire replacement of the unit.  The heat exchanger cost is close to $2000 plus labor.  A new heater is Approximately $4000 plus labor.  

  On another note, I cannot control how long it takes the manufacturer to respond when dealing with a warranty item.  This happened during an extremely busy time of the year for everyone in the pool field so getting an immediate response doesn't always happen which is out of my control.  We will have the heater back to ****************** home by weeks end 2-2-24.  

  Please reach out if there is anything additional I can help with.  

   

  Sincerely 

  *********************

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21041093
  
  Dear Sir/*****,
  I am writing in response to the statement provided by *********************, owner of [Growth Spurts], regarding the ongoing dispute about my pool heater's warranty and repair service. While I respect ******************** attempt to clarify the situation,several points remain contested and require further explanation.
  Firstly,the assertion that my rejection of their response has "no merit"overlooks the core issues at handnamely, the lack of prior communication regarding the warranty status and the questionable diagnosis of chemical damage due to high pH levels. Despite regular maintenance and professional servicing of the pool, which included consistent monitoring of pH levels, the conclusion drawn by the manufacturers *************** seems incongruent with the maintained condition of my pool.
  Moreover,******************** reference to the contracts warranty clause does not address the main concern regarding the manner in which the heater was returned:disassembled and left without notification, necessitating further expenditure on my part. The condition of the returned heater and the lack of direct communication from the company until this dispute were escalated to the BBB reflect a significant oversight in customer service and care.
  Regarding the costs for repair or replacement cited by ****************, these figures underscore the importance of a transparent and thorough diagnostic process,which I feel was not adequately provided. Given the discrepancy between the reported maintenance of the pool's pH levels and the alleged chemical damage, a more detailed explanation or proof of the damage would have been appropriate.
  Lastly,while I understand that delays can occur, especially during busy periods, the overall handling of this matterfrom communication to the final return of the heaterhas been unsatisfactory.
  In light of these concerns, I would appreciate the BBB's continued assistance in seeking a resolution that addresses:
  A more detailed justification for the diagnosis of chemical damage.
  An explanation for the lack of communication regarding the heater's warranty status before disassembly.
  Reimbursement for the costs incurred due to the condition in which the heater was returned.
  I remain committed to finding a fair and reasonable resolution to this matter and hope that further dialogue can facilitate this process.
  Thank you for your attention to this issue.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/26/2024

  To whom it may concern

  **************** asked that the heater be returned to him.  We retrieved the heater from the manufacturer and returned the heater to his home.  He was not there at the time.  Since the heater would be leaking if it was reinstalled in its current shape, we did not reconnect the heater.  Once again, I will revisit the process in which we went through to get the pool heater examined and determined that the high PH levels caused the damage to the heater.  We contacted our rep from Hayward which in turn has a warranty official that looks at the damage to determine the cause.  He does this every single day and knows the signs of chemical damage.  He was able to determine that a high level of PH occurred at some point causing the metal inside the heat exchanger to be damaged and cause a leak.  This kind of damage can occur within a couple days in some instances if the ph spikes.   Our contract specifies we have a 1-year labor warranty and after that manufacturer's warranties apply.  I gave **************** some pricing for replacement and repairs.  **************** seems like I have some obligation over and above the 1-year **** to be responsible for this when that is not the case.  I should be sending an invoice for the time and effort we have taken since our warranty is over to haul the heater to the manufacturer to get a diagnosis.  We did communicate with **************** every single time he reached out to us and told him whether we knew what was happening or not.  We strive to communicate as best as possible.  Sometimes in a warranty situation we don't always get an answer or in the middle of busy season things like this are put off and we cannot control the speed in which someone else responds.  We should have called prior to returning the heater to make sure ****************** was home.  I was just trying to appease him and make sure we returned his product.  At this point I have done all I can in regard to this heater situation. I have returned the heater and given appropriate explanation as to why there was damage incurred.   We will not offer compensation for time lost or incurred expenses.  As always, we stay committed to providing a quality product and service. 

  Sincerely 

  *********************

• Initial Complaint

  Date:03/23/2023

  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.

  Signed the contract 5/2022 with the promised completion date of 8/2022, Deposit of $15,000 paid 7/2022(delayed start date; was promised week of 5/30/2022), remaining $11,530 paid 8/2022 in order for the $40,000 funding from ********(acct# **********) to begin, for a total cost of $66,530. We experienced long delays and senseless excuses the entire project. Status inquiries were not responded to by anyone involved, in a timely manner. When we requested the construction Punchlist be completed and satisfied before releasing the Final payment, we were told by both ******** and ********************* that it is procedure and that it would be done. Although the Punchlist was mentioned, it was never done. All of our concerns that were expressed in writing and verbally during the project would have been part of the Punchlist and should have been corrected. After the crew stopped working 10/2022, no follow up or Close out walkthrough was performed(Punchlist never addressed). 1/2023 the liner became detached, and I once again expressed my concerns of the Liner and the excessive puddling water around the pool, due to the swale(that was discussed during the pool placement meeting) not being done correctly during construction. At this point, **** stated that the liner wouldn't be warranted, due to an Act of God. Although their craftmanship is the cause, I was willing to pay to have the problem resolved, preventing on-going issues. **** refused and forced us to find other repair contactors. I have received quotes for liner repair($1,000 w/American Pool Tech) and grading/drainage($5,500 w/Mid South Curb Appeal). I am asking that ********************* either performs the required corrections to our satisfaction, or reimburses us for the cost of the required corrections that were created by his company's negligence.

  Business Response

  Date: 03/27/2023

  Contract was signed and executed as stated above.  ******************** was completely informed about my reservations on installing a liner pool in his yard with the way that the water flowed through it.  He "just wanted a pool" .  I was able to come up with a design and informed him there could be water issues due to all the water coming into his back yard.  We did experience several weather related delays due to his yard being in a bad drainage area.  "Senseless" is a convenient term to someone who does not want to listen to the reasons the project was delayed.  We want to finish pools just as much as the homeowner, it is how we make our living and we have nothing to gain by waiting to install or prolonging the project.  In saying that we also had other projects that were started much earlier that ******************** project that also had been delayed due to weather, parts availability etc.  We never ever guarantee time frames especially the last 2-1/2 years since our market has been flooded with people wanting pools and the availability in the workforce has dwindled.  Status inquiries are sometimes hard to give especially when dealing with the weather and wet conditions.  It is hard to know when someone's yard is dry enough to work in especially when the property isn't just around the corner.  We actually went to ******************** house on several occasions when the conditions were not suitable to work and had to re group.  There were a couple items on the punch list that ******************** and I spoke about to get completed that he opted to hire another company to come and do due to his impatience.  These two items consisted of 1 fence board replacement and a small piece of wood on his shed that was hit by our machine.  We deducted a substantial amount of money off the final balance to cover these two items.  We re-graded the swale in ******************** yard multiple times because he wanted to take care of the sod required to cover up the bare dirt areas himself.  We could certainly have left this to him because our contract specifically states we are not responsible for any drainage work outside of the pool decking.  We opted to take care of it.  In regards to no follow up or addressing issues after we stopped work, this is just not true.  The customer had a walkthrough and an instructional session with our service technician *********  We received a call that the liner had floated or that they were experiencing wrinkles in the pool which they were instructed on and taught not once, but two times so they would know how to drain water from below the liner if it occurred.  We once again made a trip out to the jobsite showed ******************** what to do in regards to the under liner drain and we fixed the issue.  ******************** called our office in January asking for us to come out and give him a quote to repair the drainage in the swale which we regrettfully declined due to our workload.  At this time we believe we have done our part and have met our contract obligations.  *********************

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19639731
  
  I am rejecting this response because: The statement of "I just wanted a pool" isn't correct, if your reservation was such, you could have easily said No, to that; if all the elements that you mentioned would place us at this juncture.  I have documented proof of my concerns about the liner with texts, emails, and photos; the day of installation and after. If you would have addressed it initially with a resolution instead of saying the "low water level" can't keep it tight, we again wouldn't be splitting hairs.  You stated that I was instructed by your service tech ****, true he came out and he gave me an overview of the system, but was unfamiliar with the operation of the pumping configuration installed, so you shouldn't state what you can't verify. About the swale, if your company also does landscaping, why didn't the grading prevent the large gathering of water. If water was entering and exiting my backyard before the pool was placed, your knowledge of grading and ****** should have also prevented us from going to this measure. If the submitted interaction between us can be reviewed, your accounts of it will not ring true, when it comes to the reasons for delays, as well as your responses to our concerns. You stated that you could have done those minor repairs much cheaper than what I paid, I requested that you complete the work that you promised and not avoid the issue that you left me family with.  You have the capability the resolve this matter, if you so choose to. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/30/2023

  This is not a true account of what transpired in our initial consultation.  We addressed all the concerns with the liner, made multiple trips.  Ive never once stated we could do anything less costly than another.  I too have an account of all the correspondence throughout the work.  We have gone above and beyond to rectify any problems associated with the work we installed.  The homeowner needs to take responsibility and use the equipment as instructed.  It is completely false that our service tech didnt know the equipment.  We use the same equipment on every project for the most part.  This set up was as basic as they come.  Our contract specifically excludes drainage and landscaping.  The homeowner opted to hire someone else to finish grade and sod the yard.  We will not be responsible for some elses work.  We installed a swale to move water past the pool.  We graded it multiple times because it rained and kept washing because the sod wasnt installed making dirt wash into the swale making it hold water.  We graded again and told the customer to get their sod person out and they would have to complete a finish, fine grade when they laid grass.  Again our contract excludes drainage and landscaping.  The homeowner made that choice and continues to want us to do it for free.  

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19639731
  
  I am rejecting this response because: It is clear that the response is from a defensive stance. I am asking if "Normal Grading" that's stated and agreed on in the contract, means that rain water could not flow adequately as it did before construction. I am not referring to "landscaping" or "drainage"(which wouldn't be required if the proper grading was performed). If the multiple attempts to grade correctly was still unsuccessful, where does the statement of "above and beyond" fall. No other contractor has done work, I've only had the sod delivered and received the quote for the needed corrections. I am no longer expecting Growth Spurts to address the liner issue, because it can be corrected, I just want **** to look at the photos submitted of my backyard Before and then After the construction, and say he would be satisfied as a customer. Normal Grading if done correctly the first time, couldn't appear as it did in such a short period of time. Growth Spurts wouldn't be paying for nor re-doing another contractor's work, they would be completing the project as contracted and satisfying the customer. 
  
  Sincerely,
  
  ***************************