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Consumer Complaints

BBB Accredited Business since 03/28/2007

Pools and Palms Installed by L&L

Phone: (843) 236-5665Fax: (843) 357-6307

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
08/10/2012Problems with Product / Service | Read Complaint Details
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Complaint
Two fold complaint which includes unauthorized charges and defective concrete
Concrete was poured on a day that yielded a downpour of rain that occurred for a period of time greater than 2 hours during and after the concrete pour. ****** was advised this was happening and didn't come for 4 hours and has refused to repair/replace. Large amounts of mortor flowed out of forms and onto the dirt and into the pool. In addition he has attempted to run up bill for every imaginable reason one could think of. These charges are not authorized and are an unacceptable attempt to gaff customers.

Desired Settlement
We would like the concrete replaced and the fraudulant charges removed

04/22/2014Guarantee / Warranty Issues | Read Complaint Details
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Complaint
Pool purchased from L&L pools Has leaked from the time of instalition.
I purchased a pool from L&L pools on 3/9/2011 for the sum of $23410.00. Shortly after pool was installed I informed them the pool was leaking their response was evaporation and would not come and look at it. A photo of a cracked and seperating return fixture was emailed to them on 9/13/2011, Their response was to caulk it and refused to come look at it. Photos and video was taken of the installation showing heavy clay was used for backfill that is not in line with industry standard. The photos show part amounts of the backfill collapsing along the sides of the pool. Concrete was poured over the backfill to complete the project. The pool has continued to leak and has now had the underground line completely fail. This issue could have been avoided if L&L pools would have followed up with the repair at the time I first contacted the company.

Desired Settlement
I am requesting the failed line and seperating return fixture be repaired and the pool hold wanted as it should.

Business Response
**********

We reach out to ******* ***** he informed us that he just uncovered his swimming pool for this year 2 weeks ago and just found the problem for the FIRST TIME.

***** the owner will be going out to his house this weekend to look at the problem.

Thanks,
*******


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
It is correct the pool was uncovered last week. The truth is this pool has leaked since the install. ***** has finally came to look at the pool to see if it leaks. He's tested 3 return lines while not testing the main drains or the skimmer. After showing him the busted line he informed me it was past warranty. This could have been corrected if ***** inspected it at the time I notified him. (Within warranty period). *****'s solution was that I bust up the concrete and call him so he can replace a .99 cent fitting and I replace the concrete on my dime. This solution will cost me hundreds of dollars. I am not happy with this as it should all be covered under warranty if ***** responded the first year I advised him of the issues. I will be bringing in another pool repair expert to advise me on the problems with the pool install. I would also like to be informed of the next step with the Better Business Bureau.


Final Business Response
Complaint Case #: XXXXXXXX
Consumer: ******* *****

***** ***** owner of Pools and Palms went to ******* ***** house on Sunday March 30th 2014.

We looked at the pool and performed the dye test. Found out it was the Auto Fill. In the winder of 2014 we had many freezing nights where Mr. ***** lost power. Which froze the Auto fill line. Which is an ACT OF GOD. Pools and Palms does not warranty past a 1 year warranty or ACT OF GODS. Which in this case ***** Agreed that if Mr.***** removes concrete ***** would fix the line and Mr. ***** replaces the concrete himself.

Note: Even if we fix the auto fill line and we have freezing temp again. This line can brake again. There is no warranty at all.

*******

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
As you can see this is always followed up by an excuse. As we know south carolina does not experiance freezing to the depth of 18 inches under concrete. If that were the case code would require alil water lines to be buried below frost line. If lines are not buried below frost this is a shoddy install as admitted by larrys statement of water lines freezing. As i stated in my previous post ***** did a dye test on 3 lines and not the rest. The pool still leaking. I myself have blocked off the autofill to stop that leak, the return line is also still seperated from the wall as seen in the dated picture. I have complained since the install and sent pictures. It was dragged along and now out of warrenty? This is common sence and as you can tell by the responces.

Industry Comparison| Chart

Swimming Pool Contractors, Dealers, Design, Landscape Contractors, Landscape Architects, Excavating Contractors, Land Clearing & Leveling

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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