Complaints

This profile includes complaints for Above & Beyond Pools and Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Above & Beyond Pools and Spas

  380 Townline Road East Carleton Place, ON K7C 3S3

  
• 

  Above & Beyond Pools and Spas

  7317 Highway 29 Carleton Place, ON K7C 3P1

  

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:27/07/2023

  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.

  Hello Our complaint appears to be similar to others on the *** website. This company sold us a product that they could not deliver and is refusing to return our deposit and/ or provide the service. I have provided the last email we have sent to the company for reference below. In short it appears this company continues to fraudulently take consumers money as a deposit promising products and services they cannot supply. We would like our money returned promptly as they cannot provide the service, there has been ongoing excuses ( similar to other complaints ) they have offer another liner however this is not what we want nor what we agreed to therefore it is more than fair to return or deposit additionally they have not been able to book an appointment with us regardless further supporting they are unable to deliver the service and product also warrant for return of our deposit. They cannot continue to take peoples money and not give the consumer what was agreed upon this is fraud. And it appears there is a pattern. Regarding : Ordered liner April 2023 Attention : Above and Beyond pools and spa Good Afternoon, We as you are aware ordered a liner to be replaced in our pool April 2023. We were told it would be installed may/june 2023 Upon inquiring we were told it was moved to July 2023, additionally if we took our services else were our deposit would not be refunded. We are now at the end of July 2023 with out our pool liner this no pool and no communication as to when it will be delivered and installed. If a date to install is not provided out deposit is to be refunded immediately. It is fraudulent to not return the funds as you could. It delivery the product we selected and made an agreement on. We are aware that you have suggested selecting another option this is not what we want nor is it what we agreed too. Therefore we respectfully request an installation date and if this cannot be accommodated please let us know when we can pick up our deposit due to services not being able to provide including the product of service. Thank you **** *** ******* *******

  

  Business Response

  Date: 28/07/2023

  We have been working with you to provide you with the service you were requiring. You have paid a deposit and delay of this party choosing a liner and choosing a liner that isn't a limited selection. 

  This email was sent April 18, 2023 at 1:42pm - To ****

  "Would you be able to pick, in order of preference, two other liners as the Hudson is noted as being “Limited Quantity”.  We will do all we can to supply you with the Hudson, however, if the supplier has sold out their limited quantity,  we will need alternative liner preferences."

  We provided you other options which we take responsibility that you were provided with the wrong liner choices from an employee who has been with the company for 4 months and still learning, to which she sent an email saying the following (minutes after the email sent in error) 

   Jun 26, 2023, at 16:58, *********************** wrote:
  
  Hi **** *** *******,
  
  You are going to think I am unwell. I had sent you the incorrect link. Not knowing choices for above ground and in ground liners are different.
  My greatest apologies, it has been very busy. I never thought there was to be a difference. **** (name)*** has sent me the correct link. Please see below.
  
  Regards,
  

  *****(name) ********

  To which you emailed back June 26, 2023 6:35pm (an hour and a half later after the store is closed) 

  "We will pass on this last set of samples      If you can’t get either of are previous selections.  Please refund are money and we will try and get somebody else to do it.  We were told mid May early june and here we are July.  We left are regular pool place to give your business a chance and so far I’m very disappointed." 

  The last communication that the office emailed you was on June 27th with the following email

  "Hi ****,
  
  I tried to call you two times today to discuss.
  
  Please give me a call.
  
  Regards,
  
  ***********(name)********
  Above & Beyond Pools and Spas
  380 Townline Road East
  Carleton Place, ON
  K7C 3S3***** ************ ******* ************
  

  We provided you multiply selections from a different supplier to get you a liner sooner, as our supplier was communicating the samples you choose could not be manufactured in a timely manner (delays could be up to 2 months). You portray that this is of fault of Above and Beyond. This is not an excuses, rather reality. We do not manufacture liners here we sell them. This is out of our control and we worked with you, as we were in communication on regular bases as you can see the few emails in this response. You knew that your choices were limited. As we are updated from our supplier about the delays, we communicated with you right away. We started the next step to get you a liner from another supplier in order to get the contract completed. 

  You have not called the office back to discuss. We are looking to speak to you directly. I have also attempted calling you July 5th.2023 and July 11th, 2023. It is hard to provide you with any form of solution when you do not answer your phone or even come into the store. How would the company provide you any form of return of deposit if we have no information to do so? This is why we ask you to call the office. 

  I would also like to remind you that the "screenshot" that you attached to your complaint was missing the legal contract that you are in with Above and Beyond (deposit you made and applied too)
  It clearly states the following: 

  . 
  The customer agrees, binds and obligates himself to pay contractor for the work above for the sum of the whole contract. Any increase, decrease in the contract price, change in the work or change in the contract must be set forth in a change order signed by both parties. Payment shall be made to Above and Beyond based on the agreed upon and stated payment schedule in this contract and should be paid in full immediately upon completion of the project. Completion shall be that date when the work is completed sufficiently to enable the customer to occupy or utilize the work in the manner in which it was intended to be utilized.
  Payment can be made by cash, bank draft, credit card or e-transfer. Bank drafts to be made payable to ***** ****** **** E-transfers to ***********. Any payments made by credit card will be subject to a 2% credit card merchant fee.
  Project may be delayed due to weather, fire, material shortages, acts of God, state of emergencies, customer delays or other normal variations in the construction process including, but not limited to, the selection, ordering, manufacture and/or installation of customer selections. Failure of the contractor to timely complete the project shall not be considered default of this contract and deposits will be non-refundable. 

  Your contract clearly says deposits are non refundable. We have been asking you to contact the office to discuss this moving forward to which you have not and simply email demanding a deposit back with no information. 

  This is not fraudulent action. You have a contract you are in with the company. You are not calling or coming in to discuss. Demanding money via email with no way for the company to know where to apply it.

  We recommend you call the office to discuss matters further. *** doesn't get your info to return your "non-refundable" deposit. We agree this has been going on to long, there is no solution to be had until you call the office. 

   

  Customer Answer

  Date: 28/07/2023

  
  Complaint: 20385334
  
  I am rejecting this response because: as noted in other complaints the company is not truth we have called and left messages without a return call the voice machine also indicated to email or come into the store we emailed as we are currently unable to come in as we have two critical ill children we are attending too. 
  The company has a ongoing problem of taking peoples deposits and not providing the service discussed or agreed to kindly return our deposit as you have not provided the product or service nor does it seem apparent that they plan to do.
  writing a  bunch of words with no merit or value does not allow this company to hind  behind and continue to fraud people and not provide the product or service and just keep the persons money Please return our funds promptly. 

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

  

  Business Response

  Date: 28/07/2023

  We have explained our policy several times to you 

  Please contact the office between 9-5 Monday to Friday 

   

   

  Customer Answer

  Date: 31/07/2023

  
  Complaint: 20385334
  
  I am rejecting this response because:

  We cannot be any more clear 

  perhaps this will be helpful 

  if I go to a car dealer and make a contact / estimate for a F150 and put a deposit down and then the dealer says ya sorry we can’t get that truck so you have to take this 4 door car and the person says no I ordered the truck and the company says well we can’t get that so take the car and by the way if you don’t we are keeping your deposit ! That’s not ok or legal 

  another example If I purchase a home sign a contract place my deposit and then the realtor says sorry I can’t sell you that home you need to take this trailer instead as an option and ya no deposit is being returned again that is not ok 

  again not legal or right etc

  another example if I make a contract with a photographer leave a deposit then I cancel for what ever reason well guess what here is where the deposit is lost and remains with the company 

  your company on the other hand is like the two first examples a deal was made for the first two choices of pool liner 

  you have not or cannot get those liners 

  Your end of the sale is not fulfilled you have not given what you promised and offered therefore if you cannot provide the product and service you must return the deposit quite honestly it’s not hard to understand. 
  

  additionally if you are continuing to sell produces you don’t have and can’t get them keeping the consumers money this is not only unethical it is fraud. 
  

  It is quite clear you are refusing to provide the product and service we will take legal next steps as for this method of seeking resolution we can only hope it will prevent anyone else from being ripped off. 
  

  In conclusion, we are again respectfully requesting the contract be fulfilled or return our deposit. 

   

   

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