Complaints

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:10/10/2022

  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.

  Project Timeline:1/7 Contract signed 2/12 - 2/17 Excavation, rockfill, rebar 2/28 Gunite 3/1 Pool equipment and plumbing partially installed.3/? Coping installed; tile installed 3/16 90% of payments complete and cashed. Work immediately slows down.4/13 Partial cleanup of yard *********** waited nearly the entire month for a quote on the composite deck We were initially told the deck work would start in May.Deck stairs removed.5/10 Received quote for additional deck, plumbing and electrical work; forms for concrete decking around pool installed.5/12 Partial backfill of base for concrete decking 5/28 Email sent about breakdown of communications and lack of work/progress 5/30 Work finally resumes. Heat Pump/chiller installed, some plumbing and electrical.6/13 Rebar for concrete decking.6/15 Concrete decking poured 7/26 Plaster installed 7/29 Pool filled immediately after plaster, equipment hotwired to get turned on.9/28 Someone comes out to fix the booster pump since it never worked. Filter breaks within hours. 10/6 Hayward warranty repair comes out after a week of requests to ****; repairs and rewires the system so that everything works. 10/7 Pool filter breaks overnight and will not turn back on.The contract with them states the pool would be completed within ****** days, and we are now in month 10 and it is still not complete. They withheld the plaster work for over a month until we paid them an additional $2600 in "overages" for the excavation, even though the contract clearly states it was included. We also contracted them for additional deck and electrical work which was never completed. Ultimately, we want the work finished, and a portion of the charges reimbursed. We had to project manage the entire job ourselves for ************************************************************* verify any work was completed correctly.

  

  Business Response

  Date: 10/25/2022

  First and foremost, we would like to thank ***** and ***** for working with us to resolve any outstanding concerns. They have been accommodating and we have met on site to discuss the remaining items of concern, as well as put a plan together to resolve these matters.
  Per the contract,construction was to be complete within ****** working days, which begins at excavation completion and ends at plaster completion. Construction time began at excavation completion on 2/16/22 and ended at plaster completion on 7/27/22,and pool was filled immediately following and full on 7/29/**************** was complete in 111 working days and this time frame does not consider for rain delays. Unfortunately, in the pool construction industry, delays can occur between project phases due to subcontractor and/or equipment/material availability. During start up, the pump was initially wired as a stand alone and not part of the automated system due to the installation technician being unfamiliar with the programming of the system. This is not hotwiring. The equipment was then switched to the automated system and programmed. Once equipment is installed and a unit malfunctions, it becomes a warranty issue to be resolved by the equipment manufacturer warranty department and we are at their mercy with the response time. It is unwise to tamper with the equipment as we do not want to void the warranty. Excavation included in the contract was for the required parameters for the pool size. As excavation progressed it was discovered loose fill went deeper than expected and required additional excavation and compactable fill brought in to provide required support for the pool. The contract addresses unexpected conditions and the potential for additional costs.
  It is acknowledged there was a delay in providing a quote for a change order to add deck storage. It was also discovered the material selected was on back order. The client was encouraged to select another material to prevent further delays. There was a delay in getting back to us regarding the material desired. The client eventually elected to move forward with the original selected material with the knowledge of an extended delivery date. We acknowledge and understand the frustration in dealing with this type of delay. The client elected to locate another contract for completed the deck storage the very week the material became available. Some of the work was completed and we will refund a portion of the amount of the incomplete work. The change order is not included in the original pool contract time and have not control over the material delivery delays. We are more than willing to accommodate the client and respect their decision to hire an alternate contractor to complete the deck storage.
  Again, we appreciate their patience and apologize for any inconvenience we may have caused. We will continue to be there for them for any future warranty items and or issues if they arise.