Complaints

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• Initial Complaint

  Date:11/12/2024

  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.

  Palmetto Pools was hired on September 19, 2024 to change my pool's liner. My pool was originally built in ******************************************* the South. ***** *******, which goes by the name "***" showed up to confirm measurements and was done in less than 5 minutes. He told me tails of his 100 employees and vast experience and I was impressed. I asked for his workers comp and general liability, he said he would send, till this day I haven't received it. When he finished the install he, at first, refused to do a walk-through and just demanded his payment but once I insisted we did a walk-through: we both saw numerous areas in which the liner folded and wasn't installed properly at the pool entry ******************* He said he would bring the manufacturer's **** that never happened and the next day, his (only) two employees showed up in the AM and tried to fix the issues by pulling, stepping, and filling up with foam - they didn't. I then discovered that not only did the lighting system in my pool not work now, ALL 4 lights were damaged (chipped, cracked, and/or broken) and plumbers tape put on one. He used a metal wrench to remove them, instead of specific (plastic) tool. When I asked Mr. ******* to fix the folds in the liner, he said "he was done" working on my pool. I asked him about my lights, he said that's how they were and "I was trying to get something for nothing." He continued to make fun of my lack of knowledge in pool terms and called me a choice words, including a "con artist," even though I am only holding $500 out of the $7300, which will barley be enough to replace 2 lights out of the 4 he damaged. All this was done via text, because he refused to pick up his phone or call back. I'm asking that he do his job and replace or repair the lighting system to how it was before he damaged it.

  Business Response

  Date: 11/12/2024

  ***** ******** contacted me on September 17th wanting me to replace his liner. He got my information from ****** (liner manufacture). He lives at ******************************************* *******************. ***** sent me a drawing he stated he paid another company to to measure. I forwarded those measurements to the manufacture and waited on a drawing. I got a drawing and sent ***** a contract, which I will attach. As we texted and emailed back and forth, I explained to him that the company that installed his pool may be big but they use subs and their pools always have issues. I explained to him I would NOT GUARANTEE the liner wouldn't have wrinkles. That's why I put it in the contract, which he agreed to and signed! On Monday October 7th I texted him at 9:08 letting him know we were going to install the liner. He pushed me out a week due to him working. We started the job on October 21st when installing the liner I showed him where the last company didn't install the correct rods or rod holders for the steps and sun ledge. I have pictures of what they used with the rusted broken plastic clamps. I also have the pictures of the correct rods and clamps that needed to be installed at original install. ***** texted me at 10:51 on the 22nd and stated "I gave your guys 2 out of the 4 o-rings that popped off the LED pool lights a few weeks ago, they are bad.... Dry or wet rotted" Just to explain those weren't o-rings, they were the lens for the low voltage lights. I will come back to the lights shortly, I want to stay on the correct timeline of events. On the 22nd Tomer texted and said there was a wrinkle in the deep end so I sent my tech and he fixed the wrinkle. ***** then texted on the 23rd telling me where the water level was, this went on for a few days. We went by everyday checking on the liner and working on wrinkles in the steps. He paid me $6,800, minus the $500 because he stated his lights didn't work. All we did was disconnect the lights in order to install the liner. We have to pull them out. We disconnected the wires and took the lights out and re-installed them when we installed the liner. I've got pictures of the lens covers he's accusing my company of damaging. We installed the lights the same way we took them out. I never saw the lights work and he stated in the earlier text he gave our guys the 2 out of 4 lenses. The lights wouldn't work without the lenses. So I explained to ***** he had an electrical issue and he kept arguing about it, so I sent my guys back out there and tested the voltage to the lights and there's no power to the transformer! I also have a video that I sent *****, but he continues to say we broke his lights. We didn't touch the power supply to the lights. I've got pictures, videos and messages. I've handed all of this over to my attorney, I did not damage his lights and the wrinkles in his step are out of my control which I told him about multiple times and he signed a contract stating the same. ***** is upset because I wont give him lights! I'm not giving him lights, I didn't break his lights, I'm tired of his threatening phone calls and his bad reviews. There's a reason why the company that built his pool in 2017 won't come back and deal with him. I can forward all of the videos, pictures etc. The files are too big to send on this platform.

  Customer Answer

  Date: 11/14/2024

  I will do my best to answer all of *** ******** insulting and full of fallacies rambling paragraph:

  
  1. I reached out to several installers that were provided to me via automatic email from ******************************** I had a drawing of my pool made in order to receive bids. That drawing was sent to all installers (see attached text regarding bid*) and was never supposed to be used in order to order the liner. It was made to get pricing. *** ******* himself mentions he would not depend on a drawing that someone else did for his installation, and added measure twice, cut once. I will add a screenshot of the text - asking for a bid. When *** ******* came to measure the pool, he spent less than 5 minutes and said it looked good and he would accept the job. That same day, I wrote him a 50% check, to his request. I never received a receipt and I asked him to kindly send me a copy of his workers comp and general liability - till this day I have not seen those. Maybe he can supply them to the BBB?
  2. In the contract signed and provided by *** *******, it is written in connection with our mutual email exchange 9/19/2024. If he supplied you with that contract, he needs to show the email I sent him. In general, it seems *** ******* doesn't warranty or want to take responsibility for anything - he buys a liner, installs it and doesnt warranty ANY of his work. This is not how business is done in **********
  3. The company that installed my pool originally was Pool & Spa Depot, when they left in November of 2017 there were zero folds, wrinkles and the liner and everything worked perfectly. In fact, everything worked perfectly until *** ******* and his employees decided to manhandle my pool. I will provide photos of the pool (specially the stairs and tan ledge without folds/wrinkles/foam) from before. His attempt to blame them for his workmanship (7 years later!) is unfortunate and deceptive to say the least. 
  4. I didn't push him out a week, because of work, I was just coming back to the country, after a 25 hour journey, but this just shows how he makes up stories: He texted me on October 7th @ 6:30 PM to see if he could start work at 6:30AM the next day. Of course I asked him for a different TIME to start the install, because I was just arriving home around midnight that day. You will see that in a screenshot.
  5. He wrote that he has pictures of the rods that he has to ***lace? I have pictures of the pool in perfect condition, before he began man handling it. He had to come back and ***lace the rods HE installed (see screenshot C), because the steps looked even worse than they look now (believe it or not and Ill share a screenshot of that). 
  6. Im adding the specs and schematics of my pool light fixtures (4 of them), the reason Im doing that is because of *** ******** p***osterous claims about lenses. My lighting system DOES NOT have lenses, its ONE piece as can be seen. However it does have rubber O rings, showing as parts #**-0218-03R that needs to be ***laced every few years, just like any rubber gasket. 2 came off and I handed them to his Spanish speaking employees - he wasnt there. 
  7. I didnt hold the $500 back because of the lighting, I held it back because the entrance to my pool looks terrible and he said he would fix that and bring the ****** *** (he never did that, of course); I found out about the lighting not working later that day and with further investigation, I discovered that every single light fixture was chipped, cracked, and/or broken. They broke when they failed to use the correct plastic tool to remove them. *** ******* wouldnt know anything about that, because he wasnt even there when they removed them, NOT once but twice (first time they put wrong color faceplates). If I knew they were broken prior, I would have never paid him the 2nd amount - come to find out, each light is approximately $300 and that doesnt include the system that controls them. Without installing the lighting system damages are around $2,000. The $500 I'm holding will only cover a small fraction. NEVERtheless, I never asked him for money or a new system, I only asked and asked that he fix what he broke. 
  8. The reason I didnt use Pool & ********* was because their bid was too high. I regret, from the bottom of my heart, using ***** *** *******. He does not take or assume any type of responsibility for his work. He continually made fun of my knowledge and English skills, I have those in text too. 
  9. Im willing to surrender my phone to the BBB for a few hours, so they can go over our text conversations and see who/what we are dealing with here.
  10. Im asking that *** ******* kindly made my pool look the same as it did before he and his guy ruined it. I never asked him for a new lighting system, as he states - I just want mine to work as it did before the Palmetto *** ******* nightmare began. 

  * I have a lot of other screenshots but this website only allows 5 and I'll be glad to share if there's another way. 

  Business Response

  Date: 11/19/2024

  Good morning, Im not going to go back and forth with this any longer after this email. My attorney is involved and will take care of this going forward. I have attached the original contract before he wrote the verbiage on the bottom and Ive also attaching the email that he is referring to. In the contract it states about the wrinkles and in the email correspondents that he tried to add to the contract it also states what the contract states. ***** has a way of trying to add things and make things up. We spoke on the phone and in person and I could tell he was trying to get out of paying me because he was blaming me and my company about his lights not working, thats why he held out $500. When I sent him the video of the lights not getting power to them, he then said we cracked his lights etc. I was there when we took the lights out and re-installed them and we used a universal tool for lights. I install roughly 125 liners a year and all we use the same tool on all lights! Its plastic its not going to damage the lens of his lights. Out of all the customers Ive put liners in for and built ******************** for, Ive never had someone cause me of such lies! 
  Pool and ********* had a few things to say about *****, thats why the inflated the cost so much! The swimming pool industry isnt that big and we all communicate with each other. I will upload the rods that were installed by them, which were (orange yard stakes). The correct rods are white which I installed. I only bring this up because I was trying to go out of my way and try to fix the issue. The liner was made by ****** plastics, not me. I installed the liner like I was hired to do. Its not my fault it has wrinkles on the edge of the step. 
  Why would ***** even say, Spanish Speaking employees, what difference does that make! They have worked for me for over 10 years. That should tell you a lot right there. I was there, I was in the front yard. ***** is someone that doesnt tell the truth and is used to getting his way by intimidation and threatening people with a bad review. Im not a pushover and Ill see this all the way to court if need be. I was willing to call the manufacture and get them involved but then ***** started lying and accusing me of damaging his lights and refusing to pay me. Thats when I said I was done. 
  ***** sent me a text again yesterday and I told him the same thing. He didnt like my response so he came back here to reply this morning. He has put false information about me and my company online and he thinks Im going to come out and do anything outside of the contract he signed. Im not willing to let this take anymore of my time. ***** can say and do whatever he wants to do at this point and my attorney will take care of it.