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A BBB Accredited Business since
BBB has determined that Natural Design 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 16 factors. Get the details about the factors considered.
Factors that raised the rating for Natural Design include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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:
Contractor's State License Board
9821 Business Park Drive, Sacramento CA 95827
Phone Number: (800) 321-2752
Type of Entity
Business ManagementMr. Bill Ehler, Owner Ms. Bonne Anderson, Office Manager
Swimming Pool Contractors, Dealers, Design Swimming Pool Service & Repair Swimming Pools - Leak Detection & Repair
Products & Services
Natural Design provides full swimming pool dealer, contracting, design, repair, refurbishing services.
Industry TipsHiring a Contractor in California
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BBB Complaint Process
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Additional Phone Numbers
- (800) 842-2396(Phone)
Additional Web Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: We have been unable to get Natural Design to finish building our swimming pool despite repeated requests via e-mail & phone calls. We have a contract with Natural Design to build a swimming pool in our backyard. The project began on February 13, 2012 when they broke ground. The target date for project completion was June 8. We passed city inspection to fill the pool on July 3. It's now July 26 and the project is still not completed. We received an e-mail on July 16, outlining the punch list, which still has not been completed. It looks like someone was here last week when we were out of town & cleaned the pool deck. Out of all the items on the list - that's the LEAST of my concerns. I'd like to have a pool party but my pool/spa heater isn't hooked up, we have to keep refilling the pool with a hose because the fill line isn't hooked up, the pool lights aren't hooked up & both the depth of the spa & the angle of the waterfall need to be fixed. It's quite likely that rodents and insects are now in our crawlspace because they destroyed the grate on the vent. The company marketing material highlights an A+ Better Business Bureau rating & the company's "policy of involving the home owner & establishing strong lines of communication", which seems to me like false advertising. In the beginning, the project was going extremely well. There were people on site 4 days a week. We did run into some weather delays, which we were expecting since the project started in winter. It was in May when we started to have real problems. Natural Design just stopped showing up for work - for weeks at a time. I would think that a reputable company would make every effort to more the project forward as quickly as possible - esepecially since it was behind schedule (due to weather). When I called and asked for an updated schedule, I was repeatedly told that they were waiting for the project foreman to get back to them. Then for several weeks, it was just the lower level workers who showed up to stain the pool (no foreman). And one of them thought it would be a good idea to bring a small child (guessing he was around 9 or 10) to the job site! I have photos of the boy helping to stain the rock formations. My husband sent an e-mail on June 12 with photos of uneven flagstones & requesting an update on resolution of the issue. He got no response. He sent another e-mail on June 17 that was very strongly worded & demanded the owner of the company call him. The owner did so & promised to fix the issues - including the child being onsite. The flagstones did get fixed and as I mentioned, we passed inspection & filled the pool on July 3 & 4. Since July 3, Natural Design has been here a total of 3 days - July 12 & 13 and then either July 19 or 20 (we were out of town, so I can't say for sure how long they were here but it looks like someone cleaned the pool deck). I sent another e-mail yesterday asking for an updated schedule and telling them I would be filing a complaint. I have not received a response. My husband called them this morning & was told again they were waiting for the foreman to give them an updated schedule. At this point, this is a completely unacceptable situation. The finished product might be amazing but the inconvienece, stress and annoyance of having to practically beg them to finish the job is beyond ridiculous. The work crews were disrespectful to our property during the entire project - leaving their trash (plastic bottles, coffee cups, chip bags etc)all over. One day I even found an apple core in the spa. They also ran over our white nectarine tree & killed it. We were also told that they'd have a port-a-jon on site during the project, which never happened. I can only imagine what that means - when in the beginning they were onsite 8-10 hrs a day. * Update - my husband just got an e-mail saying they'll be here next Tuesday, July 28. So, another week goes by without anyone being here to address our concerns & finish the job, which is still unacceptable.
Desired Settlement: We want them to finish the job to our satisfaction. And I would like this complaint to be public, so anyone researching this company ****** see it. Here is the list of items that are still outstanding: Hook up gas to heater & secure gasline to wall Replace crawlspace vent & seal any cracks in foundation Install solar bypass Hook up fill line Hook up lights Program all pool systems Conversion to salt water in pool Walk owners through pool systems/functions Adjust depth of spa seat Adjust angle of waterfall Adjust deck height, so all pool filters are at the same level Pass final inspection & permit Clean up yard There may be other minor items that ****** need to be addressed, once the systems get hooked up. Ultimately, we need to be satisfied with everything before the project can be considered finished.
Business' Initial Response
BBB's Final Determination: Consumer accepted resolution offered by the business.