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Business Profile

Pool Contractors

Custom Pool Designs
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/14/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    ***** and ****** with Custom Pool Designs in ******** talk a good deal/product but will absolutely not follow through after the sell or completion of their work. We had an inground pool installed by them and within a year we had issues with concrete cracking, irrigation issues, and flagstone movement on fountain and surrounding pool issues. After contacting them about the issue they showed up 6 months later to look and acknowledged their issue and said someone would come by to repair the issues. After a year with no call and no repairs I called and ***** reported he was real busy and told me how I could fix his faulty design issues. He claimed the irrigation issue was from a sprinkler system we installed that has not been working in over a year was the issue and it only happens after it rains. After looking at the reviews and other peoples similar issues, this is a trend and I would stay away from this company at all costs. They seem to always have an excuse but trust me they will not make things right and are not professional or trust worthy! Very sad to see this after portraying themselves as ********* people during the sell!

    Business Response

    Date: 12/07/2022

    The issue that was brought to our attention had to do with the deco-seal needing to be replaced. This was caused by the sprinklers that were placed (by the *******) in the retaining wall. The Contract clearly states that we are not responsible for landscaping or the results from adding a flower bed without adequate drainage. This is the reason we offered advice on how he could fix his problem. The flagstone movement is also a result of the water channeling from the flower bed which was improperly drained. As for the concrete cracking and this being the first time we heard of it... our contract clearly states on page 4, (9) "Steel reinforced concrete will crack naturally but should not separate. (Contractor will attempt to alleviate stress with control joints as needed)". The ******* project was a difficult but successful build. The pool is built on a steep hill, less than 10 feet from the dwelling. The lack of the homeowner properly draining the flower bed (they built) is what caused these issues. We are a responsible company with 30+ years in the pool design and construction business and have thousands if happy customers. We do not enjoy explaining to a customer how they might have caused their own issues but we must be honest. The reason we've opted not to have any further communication with the ******* is that they have personally attacked us, our company and even our faith on social media, ****** and BirdEye with slander and gossip.
    Submitted: 11/28/2022

     

     Here are the facts... as an extra step and to try and help the ******* (explained during and after construction) when we built the pool with the raised back, which was necessary for the severe sloped yard, we provided three sleeves to allow access to the wall area of the pool. The sleeves are provided for adding lighting, drainage, sprinklers and anything else they may want to add when finishing out the landscaping around the pool. As stated in our contract (Page 4 (#4, 5, & 7)) and on the laminated drawing with the original bid - we do no provide any type of landscaping ie flower beds and drainage for flower beds as we only have time to design and built the pool. And as I mentioned, we have built thousands and thousands of pools over the last 30+ years for many happy customers. In this case, It seems to be enviable as there are a some people that we cannot make happy.

    Submitted: 12/01/2022

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