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BBB Accredited Business since
Phone: (210) 695-5111 Fax: (210) 695-3310 12340 Bandera Rd Ste 104, Helotes, TX 78023
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A BBB Accredited Business since
BBB has determined that Pool Concepts By Pete Ordaz Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Pool Concepts By Pete Ordaz Inc include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
City of San Antonio Development Services Department
1901 S Alamo St, San Antonio TX 78204
Phone Number: (210) 207-1111
Type of Entity
Business ManagementMrs. Vicki Ordaz, Vice President Pete Ordaz, President Mr. Ryan Ordaz, General Manager
Swimming Pool Contractors, Dealers, Design
Industry TipsTips for avoiding a pool construction nightmare
12340 Bandera Rd Ste 104
Helotes, TX 78023 (210) 695-5111 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Prior to construction being complete I receive a letter from pool concepts stating they were “done with construction. I sent the following e-mail. To '****** *******'; '******@pool-concepts.com'; '******@pool-concepts.com Subject : Finish my pool!!! Sent: 9/17/2014 You must be crazy!!!!! I just received a letter stating my pool is done....NO WAY!!!! 1) No Jets in the hot tub!!!! Not a one!!! 2) One hot tub fixture jet needs to be completely re-done…it sticks out. 3) Rock falling off retaining wall 4) Pool lights are faulted out...will not work...after the rain the GFCI breaker will not reset 5) Pool intakes not complete...two left without covers 6) Plaster everywhere...all over the rocks...big pile left in neighbor’s yard 7) Fence still needs to be repaired...we asked for a little time to bring in sod...but it still needs to be repaired where it was cut and where a truck hit it 8) Water fall values in the back not enclosed in value box We told *** and I though he was going to fix it…and now you send me a letter that your done!!! No you are not done!!!! Long way from it!!! Nothing happened... After the first rain storm the following e-mail was sent with pictures of the poor quality materials “****** , Here is a list of issues we are currently having. *** is aware and we hope to get these resolved next week. I did want to let you know that I am disappointed in you personally. You assured us Pool Concepts was highly reputable and did high quality work. The results have been less than advertised. Poor quality coping material, poor grouting and the inability to secure plumbing materials (hot tub jets and pool intake covers) are not indicative of high quality. The issues we are having aren’t being “picky” they are significant issues. In addition to this the “pool school” person ***** was a No-show on both dates (2-no-shows). The first date he did not show/call nothing. The second date he called to say he was going to be 30-minutes late…then at 30-minutes since he had not arrive and based on his history we left for dinner. I can’t take time off of work to supervise the completion of our pool and I can’t continue to come home to discover we are getting no closer to being complete. We choose Pool Concepts because of your salesmanship…its turning out to be a regret. *** has been very responsive but he needs the full support of your office/company to secure the labor and materials to complete this project. Again here are our concerns: Hot tub jets not finished – Our pool was filled on the 6th…we still don’t have all the jets Pool intake covers not finished Grouting disintegrating (see attached pictures) Will need to be re-grouted Plaster over spray – no more pressure washing allowed on my property…it just causes more damage. Plaster needs to be cleaned by hand Fence repair – both where it was cut and where the truck hit it…lets not do this half-way…lets make sure the fence guy does a good job the first time. We need the rest of our equipment…*** is going to do our class now that ***** will not show up on-time. I am telling you honestly there is no way I can look my friends in the eye and recommend Pool Concepts. The project started off great…and has become very tiring. These last items are probably 8 hours maximum of work yet we can’t seem to get them done. What went wrong? Very Disappointed **** This spurred ***** to call. He was from Pool concepts and came out after seeing the pictures, introduced himself as the owner and promised to “make things right”. However nothing happened. Additionally I showed him where the crew had left the Time Warner Cable unburied and he said he would get a crew right out…nothing happened. The on Oct 11th, we had another rain storm. Sadly the substandard materials are continuing to fall apart with every rain storm. Its not a question of “if substandard materials were used” that proof is evident in the continuing disintegration with every rain storm. It’s a question of getting pool concepts to live up to the mis-leading reputation.
Desired Settlement: Completely replace all substandard materials. Rock should be replace with colored flag stone (not gray slabs) Complete re-grouting of all joints Complete removal of all excess plaster No further damage to landscape or pool structure. (No more pressure washers…they cause too much damage to the substandard material) Life time warranty extend to ALL PARTS of the pool such as rock, deck, grout, plaster and drainage since materials used were substandard
In response to BBB complaint re: Customer **** ******
Better Business Bureau:
Problems with Product/Service
Read Complaint Details
Complaint: Contracted Pool Concepts for build of pool, started off OK, so I thought, with a very over eager sale person who would not let me get a word in edgewise. Once contract signed and first exchange of money started, transaction seemed to go downhill from there. Throughout build there was extreme lack of communication, quotes for additional work were given after work had been performed, promises made on deliver and quality of product never happened, when I expressed displeasure of above qualityof customer service things became even worse. Lack of proper onsite supervision of build resulted in below standard of workmanship. Have made calls to question efficiency of pool equipment and extreme use of chemicals needed to maintain after following given instructions and have received no explanation outside of how much I will have to pay them if they have to come out and check. Recently called to inform that some of the rock work they performed has come undone, particularly on the steps, and instead of receiving a return call as to what was going to happen I received a letter in the mail the next day stating my pool was "one year old" explaining warranty information and before any repairs could be performed I would have to sign this letter. However, my pool is only 6 months old. I think it is very unfortunate that this is how Pool Concepts conducts themselves and handles their customer service. I have first hand knowledge that this is not how **** ***** established his company. Unfortunately, there are new hands at the helm that now obviously have other driving factors for the company. I can only assume Pool Concepts now only wishes to do business or communicate with me on paper instead of a courteous return call.
Desired Settlement: Have calls returned properly, repair of poor workmanship and have an explanation of inefficiency of product without having to sign a piece of paper that states "your pool is one year old" albeit only six months old.
See attached business response.