Complaints

This profile includes complaints for Probuilt Pool & Patio,Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Probuilt Pool & Patio,Inc.

  4708 NW Gateway Ave Riverside, MO 64150

  
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  Probuilt Pool & Patio,Inc.

  1130 Westport Dr Ste 7 Manhattan, KS 66502-2863

• 

  Probuilt Pool & Patio of St. Louis, LLC

  243 Birmingham Dr O Fallon, MO 63366

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:08/28/2022

  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.

  The owner ***** ****** has been a bully this entire project because I feel I was a woman. Ordered pool in 12/2020. Received pool in 12/2021. Claim there was a shortage of resin is why it took a year to get my pool. I was the farthest north customer and I feel I was put on back burner. Offered to refund down payment several times. Per contract I was to receive 4 feet of concrete the perimeter of the pool. On north end of pool there is only 2 foot. I sent photos and paid $1K less of the $9K for concrete and ***** refused to move forward until I paid the $1K. Claim they used concrete around cover box which is not stated in contract nor is visibly seen. It is NOT stated in contract there will be less concrete around pool if auto cover is purchased. The concrete had railing cups installed and did not receive railing/ladder per contract. Pool was to be ready for occupancy and I had to purchase ALL chemicals. The manager at local pool supply company trouble shot pool issue due to sand filter leaking sand in to pool because filter was damaged and ProBuilt finally replaced sand filter. My warranties are being withheld until I pay the $2500 Plus $200 for late fee which is not stated in contract. The company ***** **** came to install cover after a heavy rain and rutted up my property. My son fixed and per ***** he said to send an email requesting fee for repairs. I did for $500 and never received payment. The way ***** would speak to me or the manager at ******** was very disrespectful. You may speak to ***** ***** at ************ cell or ************ at store. I am refusing to pay the $2500 due to the above issues explained which was NOT met per contract. ***** is all about money but not about customer satisfaction. As you can see in photos my pool look like a pond due to filter leaking sand in to pool. NEVER would have been fixed if it wasn't for ******** pool manager ***** trouble shooting with water samples and photos. Someone from Probuilt only added shock.

  

  Business Response

  Date: 08/29/2022

  Miss ******** was contracted on December 11th 2020, Our expectations were to install Miss ******** in July of 2021.  As we all know in March of 2021 was the start of a worldwide pandemic, “ Covid 19” when July rolled around we have 5 pools that were expected to ship including Miss *********. When that didn’t happen we promptly reached out to ******, whom by the way, had not previously reached out to us with any delay concerns.  We were told there was a shortage, see email attached. Now discussing this today I can tell you that we build over 100 pools per year and have 10 different manufacturers, and all of them world wide have been faced with resin shortages. This was not a Probuilt/ ******** issue as she implied the shortage was some sort of made up story from Probuilt.  Anyway, I reached out to Miss ******** along with her on again off again partner who also signed the contract and was always a voice of reason and understanding. I asked them to dinner to explain what was going on . I gave all of my ****** customers the opportunity to get a full refund, change pool manufacturers, or stay the course. Miss ******** chose to stay the course with the understanding that we did not have any timelines only that we would honor our contract.
  In December 16th 2021 we received her pool and installed it. The cover company was  obviously backed up as all companies were struggling by this time with supply and demand. The cover box would need to go in prior to concrete, this was completed however, Miss ******** requested that no concrete be poured on her project until spring as she was advised by her relatives that were supposedly concrete experts. I tried my best to convince her that cold weather concrete when don’t properly would actually be better than hot weather concrete and. With spring rains she would likely have more delays. I personally am from the concrete trade since 1988 and have been ACI certified . Miss ******** did not budge, she did not want the concrete poured.
  ***** **** did drive through a small portion of her pasture that was not graveled to turn around.  Miss ******** reached out and expressed her displeasure with choice words that we all had grown used to at this point. I immediately reached out to relay that displeasure to the ***** **** and they reached out to Miss ********. See recent text attached .  The ladder Miss ******** referenced was not a bought and paid for item in her contract, further more she was informed by me that the ladder would need to be removed each time she closed her auto cover and placed each time she opened it. The pool also has safety rails for easily placing your foot on the perimeter of the pool for safety. She agreed and said she did not want the ladder. Keep in mind she was not charged for the ladder, making her claim null and void. She did receive her rail as pictured in photo. Fiberglass pools are built in reverse of a gunite or liner pool, as once set they are filled with water immediately, so yes until the pool is open and balanced it’s going to turn green, this is nothing new to the fiberglass process. Miss ******** was never bullied by myself or any of my staff, in fact each staff member was cursed or had been cursed to about another member. Now for my reply, under the circumstances and delays out of our control as well as Miss ******** delaying the concrete, Probuilt executed another very nice job which Miss ******** deputed on her ******** page. All of our contractual obligations were in fact honored and executed in a professional manor. Miss ******** has a very nice project as pictured and as she has stated to others. This complaint loses any credibility when she was sent her final invoice on June 17th and it’s was sent out many times there after. The system shows she viewed it several times, however Miss ******** ignored We finally sent a late fee on August 1st and still no reply even though it shows she viewed it. Now it may be normal for someone so unhappy to just ignore her financial obligations in her world, but in ours we would reach out to discuss rather than ignore it. It was not until I wrote her an email August 28th of 2022 informing her that if I did not receive payment by Friday September 2nd that I would have to submit this to the court for collection. She only owes $2,500 plus her late fee as it stands. Once we activate the attorney, she would then likely be double or more depending on the process. I am hopeful that her on again off again partner can help sort this out since he will also be named as he signed the contract along with Miss ********. There is no bully on our end, we just want paid for the work that was completed as agreed. Probuilt would be happy to release all emails as there are many, and even sit down with Miss ******** and the BBB to rectify the complaint, however we will need to collect our balance and at that time we will release her warranties.

  Customer Answer

  Date: 09/14/2022

  As you can tell from ******* response he doesn’t take accountability for anything. He is never at fault and me as the female customer is always in the wrong. I never felt like he was worried about customer satisfaction or making sure everything was going as planned.
  He started off his email by blaming Covid for my pool delay. Covid started in March of 2020. I did not sign my pool contract until December of 2020.  8 months after the pandemic had already started. It wasn’t until September of 2021 that ***** offered to sit down with us at a restaurant to talk about the issues with my pool. In the months leading up to this I had been receiving monthly pool updates that he sends to all his customers. I would personally respond to him asking about my pool and why we were not seeing any progress. While at the restaurant he offered us to switch pool manufacturers or to pick a new pool. At this point I had already been waiting 9 months for what I considered my dream pool. Before I even signed my contract and invested in such a large purchase I made sure it was exactly what I wanted. So yes I declined his offer of switching companies & the offer of a pool setting in a field that was not wanted by a homeowner.
  So finally in December of 2021 my pool came in and it was delivered. When my pool was installed in December the ground was NOT frozen.  Some time in February the pool was ready for concrete. Winter in Missouri is very cold in February & March. My property needed dirt work done prior to concrete being poured which required using an excavator. The ground was so hard the installers for the cover box could not dig the hole by hand. This needed to be done prior to concrete. I reached out to my uncle that has 50 years in experience of excavation and concrete. He advised me to wait until spring to have the concrete poured. I’m not sure why ***** has to make comments such as I was “advised by her relatives that were supposedly concrete experts”. To me that is just him being snarky and talking down to me as a female.
  “Per contract” I was to get 4 feet of STAMPED concrete perimeter of pool. 3 sides have 4 feet of concrete. The side with cover box is 2 foot 2 inches. With the 1 side being short it doesn’t look as good considering all other sides have the 4 feet. The $9k I paid for the concrete, I feel should be 4 feet on ALL sides as stated in contract.
  ***** wants to claim I spoke to him in “choice words they all grown used to” when I have witnesses of him on the phone being a bully. ***** **** who installed the pool cover was so disappointed in the way he spoke to their manager on the phone about their staff that I was told I was the only job they ever did for ProBuilt. ***** claimed they were lazy and needed to “lay off the donuts” in order to dig the hole for the cover box for the automatic cover. The technician told me they didn’t appreciate the way ***** spoke of their staff nor did they appreciate the way he spoke to me on the phone while I had him on speaker phone in front of the technician trying to trouble shoot water color issue.
  In my contract Under additional pool items I chose to have a ladder added to my contract. After ***** informed me that I would have to take the ladder in and out of the pool to use the cover I decided against the ladder and wanted a railing instead. The concrete installers, that was poured for ProBuilt company, made holes for a railing in the concrete. I never received a railing and the one seen in my photos is a railing I purchased on my own. All the other additional items was done except for bringing me the railing to place in the holes made in the concrete.
  The $2500 that ***** is wanting me to pay him is for a “completion of all contracted items” I did not receive all my items listed in the contract.
  My pool water was not just green from “the fiberglass process”. There was an issue with the sand filter and ProBuilt sent their 20 year old college student to trouble shoot the issue. He tossed shock in the water which did not clear up water due to the ruby red sand being blown in to the pool because of the defective filter.
  If it wasn’t for my many trips to ******** pool supply and the manger helping problem solve my water issues it never would have never been fixed in my opinion.
  The phone number in his screen shot from ***** **** company message is not even my phone number. Therefore no one paid me for my property damage.
  This project was to be “turn key, ready for occupancy.” At 96k I would like to think I got what a paid for. Not the arrogance from a man who thinks he can belittle a female customer.
  I will add photos of pool area to explain the above statements.

  Railing in photo when concrete was installed hired by ProBuilt Pools

  Holes for railing

  Ruby red sand in pool

  Received ALL item but railing in additional items. But since *****’ comment of “positive comment” I never received. Nor did I ever leave a comment until he threatened to come get items if I don’t pay the $2700. Plus I don’t get warranties for the items ALL paid in full for.

  Concrete shortage on north side of pool

  Ruts in yard from ***** **** company

  Messages from ***** or his son ******

  Backwash of ruby red sand from dirty pool due to sand leaking

  

  Business Response

  Date: 10/17/2022

  On June 17th Our office emailed Miss ******** her final statement. She never replied, she never called or emailed to complain, nor did she respond to the several invoices sent thereafter, she simply ignored them all.  Her first BBB complaint was received on August 29th a whooping 73 days after her final invoice was sent. On July 24th she posted on her personal ******** page with a photo of the beautiful work we did, and it was titled, "Dreams do come true" with hearts following the statement. Tell us why here... I also contacted ***** **** in reference to her complaint Immediately on August 29th at 7;06 am and his response was, I went to her house, and she said we were all good. I am attaching all of these documents and ask that they are shown publicly.  We strive to be excellent in what we do, we work for well over 100 clients per year and it's not easy when mixing different personalities, however we do respond to all complaints and try to rectify them as quickly and amicable as possible. This is clearly a situation where the client loved the build but wasn't so keen on the bill and thought she could simply ignore it until told we would have no choice but to seek legal help in collecting.  It is very clear in her actions and non-response in 73 days and happy post on her ******** that she believes she is immune to upholding our agreement. We appreciate the BBB and what it stands for, many like Miss ******** use the BBB in hopes to pressure a result unwarranted and its very unfortunate when it's very obvious that this is a simple, I don't want to pay my bill issue. The BBB is fantastic when mediating an issue where two parties have a disagreement that is factual, but when the only problem is a customer not wanting to fulfill their required financial obligation, it makes it impossible to find resolution within the BBB. WE will graciously provide Miss ******** with 3 days to pay her financial obligation, or we will stop all communication including this forum and turn the matter over for collections where the agreement states she will be responsible for those fees as well.