Complaint Category: Failure to provide promised assistance or support for products or services
Complaint: We purchased a pool from this company, asked questions before ordering, went to pay balance even though pool was not installed to specifications.
We purchased a pool from this company, asked questions before ordering, went to pay balance even though pool was not installed to specifications.
1. April 2013 Went in with cash to order pool right that day, was told to come back
2. Took several days to order pool even though paying by cash made me come back 2-3 times.
3. Ordered Doughboy 54 inch pool with liner 1 1/2 horsepower pump before paying asked if it included start up kit on pool was quoted back YES. ALL POOL CO's are ONLY $900.00 to set up for labor.
4. Started leveling for pool May 2013. Dug deep to level hit gas line, which busted.
5. ************ came out asked for underground unities if were properly located.
6. Bob cat operated left/owner of pool company
7. Returned later that night was told about $500.00 cost to Piedmont he will have to pay.
8. Ordered steps for deck pool, got incorrect ones $500.00
9. Put pool up on sand, unleveled like walking on the moon
10. Electrician failed to show back up so we hired a new one, pool co stated he took jobs elsewhere while waiting to get more business due to it being slow, so we were put on back burner.
11. Went into store no one was in there at all Friday before Labor Day. Trying to get help, all 7 customers were helped still sitting there 40 minutes latter nobody wanted to help me or sell me anything at all, appeared did not want anything from me, so we left.
12. Pool people came out to fix extra water return leak down side of pool, turned water supply off pump 100% left pump running for 3 hours with NO WATER IN IT TO BURN IT UP. STILL NO CHEMICALS IN POOL other than 2 chlorine tabs.
13. Called told them, appeared to say we have more pumps in our store (NOT BEING BRAND NEW)
14. Pool Co kept coming out, took extension cords being used due to electrician failing to come out to wire for pool
15. Still NO START UP KIT for pool chemicals, over $300.00 we spent buying them ourselves.
16. Never got any manuals at all how to take care of pool and what to do with maintaining it at all. Plus they kept all warranty cards for pool.
17. NO POOL PERMIT WAS PULLED & NO PERMIT WAS PULLED AT TOWN OF LONGVIEW FOR SET BACK OF POOL, ELECTRICIAN PERMIT WAS NOT PULLED
18. Steps need to be returned, light needs to be exchanged, we need reimbursement on pool chemicals and pool pump over charge.
19. Pool needs to be 54" of water in it with a LEVEL surface bottom on it.
20. Brand New Pool Pump needs to be ordered for it in a sealed box and given to us.
21. Need all manuals and warranty cards to pool.
22. Red Dirt Stains are to be REMOVED off pool as first requested when FIRST set up by HOMEOWNER
23. Pool Light needs to be exchanged or returned
24. ALL PERMITS NEED TO BE PULLED BY POOL CO & THEIR ELECTRICIAN TOO.
25. Pool pump and filter is located in wrong area of where we told them we wanted it and deck will cover it to where we can not get to it to back flush it and maintenance skimmer.
26. Surface all bumpy like you are walking on the Moon/u crator with mounds and mounds in it and dips.
We stated we do NOT want dirt around bottom of pool that we were putting our own white rock and they did it any way and than yelled at my wife in their store she walked out to keep an argument from happening.
we are left here with something that we can not use at all due to can not maintain it and with only 45 inches deep with 6 foot 5 people here. Should have at least gotten 50-52 inches of water in it for what I purchased at almost $5000.
Business' Initial Response
Customer ordered a Doughboy swimming pool. It is Pleasure Pools policy to request payment for the pool kit and equipment before ordering and then bill for installation upon completion. This practice is customary in our industry. The pool specifications and equipment were all itemized and detailed on the receipt for the customer's review upon payment. If any changes were requested, then the customer should have requested them at that point. I will address the complaints as they have been numbered by the consumer.
1)We will not accept payment until we've reviewed information with customer and visited the job site.
2)same as above.
3)Delivered 54" pool with liner and 1hp pump(not 1.5 hp) as was described on the receipt. 1hp is more than sufficient for the pool. Again, it is clearly stated on the invoice. We never include start up chemicals with our new pools b/c we offer many choices of sanitation systems and customers need to take the time to be educated in their choices. Our installation charges were stated up front and are more expensive for a Doughboy pool based on the amount of time required to properly install. If that amount wasn't satisfactory, then the customer should have gone with another company. Customer paid the deposit accepting the terms.
4)5)6)7)Natural gas line was damaged during excavation. Gas line was only 6" below grade. Pleasure Pools paid ******************** in excess of $1,000 for our mistake. Homeowner had no liability so I'm not sure why this is a complaint. Bobcat operator left because there was nothing he could do until ******************** repaired the line.
8)Customer received the steps that were ordered.
9)Pool is installed on hard ground and center is filled with sand which is customary for above ground pools. Pool and sand were level upon completion. This is the first time we have hear of this complaint after the pool was used the entire summer.
10)Electrician did show up upon our requested timing and the homeowner would not allow him to complete his work. He is still unpaid for approx. $1,000 of materials and labor from his initial install.
11)This is false. We were open from 9:00 to 5:30 on Friday before Memorial Day. I would be glad to provide sales records for all of the customer's that we served that day. The day that Mrs. ******* came into our store, we had four employees serving customers and I personally made a point to acknowledge her and told her that we would be with her as we were serving customers in the order in which they arrived. She did not wait more than 10 minutes and left.
12)Our repair technician went to repair a leak at the return. No leak was found. Customer would not come to the door to discuss. Technician did not close the water supply to the pump. He had no reason to do so. I went to job site after a message was left on my answering machine and found an immature note attached to the pump. Customer would not come to the door to discuss. Again, chemicals were never in the scope of our responsibility. We gladly offer in-house chemical training to all of our customers. We even offer after hours appts for more intense training.
13)We would never replace the pump with a used pump if there was an issue. The pump operated perfectly and evidently has all summer since they have been using the pool.
14)We took our extension cord after the customer refused to discuss final payment and would not allow the electrician to do his job.
15)Chemical kit was not part of the package at any time.
16)I have all of the customers manuals and warranties at my store. I did not provide them because the customer would not make themselves available after repeated phone calls and house visits to finalize the project. Furthermore, they did not pay for the installation of the swimming pool.
17)It is clearly stated in my store that homeowners are responsible for all permitting of above ground pools. The *******s knew this up front.
18)The steps, light and pump are precisely what was ordered. These products were delivered and installed without complaint and have been used all summer. Pool chemicals were never part of the purchase.
19)Above ground swimming pools are sold by wall height not water level. A 54" pool has a sand base on the bottom and space at the top so that water is not running over. You cannot achieve 54" of water with a pool wall that's 54" tall. The original receipt clearly states 54" wall, not water. We have installed many above ground pools year after year and have never heard this complaint. The customer received a 54" pool.
20)Why do you need a brand new pool pump? The pump you received came direct from factory and was only installed on your pool and was working great when we completed the job. We tried to call and visit multiple times to discuss any issues, but no one would make themselves available.
21)I will provide manuals and warranty cards when I am paid in full for the installation of the swimming pool. Furthermore, I will not honor any warranty claim until I am paid in full for the installation.
22)I have no knowledge of what "red dirt" stains are being mentioned. This is another first.
23) This was previously mentioned in #18 and addressed. Again, I will not entertain any warranty claims until I am paid in full for the installation of the swimming pool.
24)This was previously addressed under #17.
25)Pool equipment was set up with customer's consent. If plans of a deck have changed, then I am not responsible. Again, if customer would have communicated with us during the process, we would have gladly corrected any issues.
26)Pool surface was level upon completion. If it is now unlevel, then it's most likely due to improper use.
Dirt must be applied around the bottom band of the pool to prevent the sand from pushing out of the pool. This is a standard procedure of installation. Customer's put white rocks over that dirt all the time. Mrs. ******* was not yelled at in my store. When I tried to explain the necessity of the dirt, she said, "forget it, I'll see you in court." I think she was angry because I would not refund her swimming pool steps without discussing payment for installation.
The specifications of the pool and equipment were clearly stated on an invoice that the customer gladly paid in the beginning. Nearing the end of the installation, the customer would not discuss any issues face to face or on-site where they could have been easily resolved. Instead, they would call after hours and hang up if I answered only leaving messages in the event that I did not answer.
Pleasure Pools & Spas has been building swimming pools for over 30 years and we have never, not once, been unable to resolve a dispute. Even if resolution meant losing money, we've always protected our name. Mr. and Mrs. ******* have not been willing to communicate or attempt a mutually beneficial resolution. It is our intention and that of the electrician who has also not been paid to take this issue to court.
Consumer's Final Response
I will also get statements from others regards to this pool and professional set up it was to be as well and as from my nephew that dealt with the pool company burning up the brand new pump with purposely shutting off the water valve to the pool pump on purpose that was not even to be near it.
Business' Final Response
The entry steps that were ordered are used with a deck. If you did not build a deck, then they will not work, but they are what you ordered. Again, Pleasure Pools & Spas took full responsibility for the severed gas line irregardless of the depth that is being disputed. No sure why this is an issue. Regarding your complaint about customer service in the store, I will have to disagree. I was present in the store and witnessed the sequence of events. The lady that you are referring too is the owner's ******. The brother that you are referring to is myself, the owner. There were multiple customers at the counter at the time you walked in thus the reason I was assisting the associates. When you approached *******, she was already working with another customer. She did not know the total amount that you owed because I track and bill all construction projects upon completion. That is why you were referred to me. I was also working with another customer before you entered the store. As I stated in the previous correspondence, I did not offer instructions to you because you would not come to the door to discuss anything regarding the project. I came by your house to discuss multiple times before I realized that you intended not to pay for the installation work that had been completed. I cannot provide instructions without an open line of communication. No chemical start-up kits were included on the invoice that you paid for, nor were they offered at no cost. It would have been our pleasure to provide information on several systems and allow you to choose the one that best fit your needs. You received the exact equipment that you were quoted and paid for in the initial installment. We clearly state that permits are to be pulled by the homeowner for above ground pool installations. I've previously addressed the complaint about the electrician and the employee allegedly shutting off the water. The pump has been running perfectly every time I've visited the site. If the pump had been damaged, then it would be covered under warranty if the bill was paid in full. We don't even have used above ground pumps in our store and would have never offered that as a solution. Pool equipment was put in the location requested. If it wasn't, then why didn't you request that it be moved prior to this complaint which was filed three months after the installation of the pool. My employees ages are 69, 45, 39, 32, 30 and 21. Years of experience in the industry are 36, 26, 3,3,5, and 2 respectively. Not sure where that's an issue. All have received numerous certifications from the pool & spa industry for training and technical knowledge. That accusation is offensive and ridiculous. Again, pool walls are 54" and water level is 54" minus the depth of the sand and clearance at the top of the pool that allows the skimmer to work and prevents water from overflowing. If the pool is rusting, then that is covered under warranty once all services are paid in full. It is not relevant what other pool companies charge for installation. However, they are not quoting you installation of a Doughboy above ground pool. I also charge less for standard above ground pools, but a Doughboy is more difficult to install. Again, you accepted the installation cost when you paid for the materials. You had other options prior to contracting with Pleasure Pools. If cost was an issue, why did you still choose Pleasure Pools? There has been no harassment at your front door unless you consider knocking to be harassment. When representatives of Pleasure Pools came to your house, myself included, no one from your family ever came to the door to communicate even though I could see and hear them inside. There was no possibility of verbal or physical harassment. I just wanted to discuss next steps to ensure the the project was completed and collect my money. You ordered and received a pool with 54" walls, not water. The heights of your family members are irrelevant. Measure the wall, not the water height. You cannot hold a contractor liable for issues that you refuse to communicate until three months after the installation.
Complaint Resolution: BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.