Complaint Category: Failure to honor a contract or agreement
Complaint: Contracted with Parkwood for a new pool. Per contract Parkwood Pools was to pull out and close all permits. Parkwood refuses to close out permits. In December 2012 my husband and I entered into a contract with Parkwood Pools for a pool, spa and approx. 900 SF of pavers. Per the contract Parkwood Pools would pull all permits with the city (City of Miami Beach) and they would (Parkwood) responsible for closing out the permits. Permits were pulled January 2013. The pool was built completed by early May 2013 however the permits have not been closed out. We have called Parkwood Pools weekly for the past 5 months and for a while they were saying they were working on it. We contacted the owner of Parkwood Pools on 10/30/2013 to discuss this issue and instead of getting a concrete answer on the date this issue is to be resolved, he laid blame on the city. He kept telling me that the city was changing the rules and regulation mid term, making it difficult for them to get this permit closed. Apparently one of the electric lights in the pool was installed without it being properly inspected. In order to have it inspected now part of the tile around the pool will need to be removed for the inspector to reinspect and they do not want to go through this expense and are trying to wipe their hands of this. The city has asked them to get a certified letter from the electrician and engineer, but this letter has now been in process for the last 4 months. When I confronted the owner with this specific issue, he indicated that the electrician was independent of him and should work it out with the city. We did not enter into contract with this electrician. He was subcontracted by Parkwood Pools and as such should fall under Parkwood's responsibility. We have had no contact with this electrician and have not paid anyone else for services other than Parkwood Pools.
We are now trying to pull other electrical permits from the city for other projects not at all related to the pool, but we cannot due so because of these open permits which have been left hanging for the last 6 months.
We need Parkwood Pools to do what it takes to close out the two permits (electric and final building) that are still open asap.
Initial Business Response This letter should not be logged as a complaint against Parkwood Pools, Inc. as it pertains to an electrical final that was not completed. Electrical contractors are state licensed and do not fall under our registered permit. The rogue electrical contractor has since completed his final through Parkwood Pools initiative and persuasion. The homeowner was supposed to write to the BBB acknowledging this and all finals are completed and the homeowner is satisfied. Please look into this matter and respond. Thank you.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
Complaint Category: Failure to honor service under the terms of warranties
Complaint: We provided written documentation of warranty issues per the terms of the contract and Parkwood did not respond. A warranty claim was submitted to Parkwood letting them know that the pavers installed and under warranty by them showed settlement. It was also pointed out in person to their representatives. No action or repair was taken even though then stated they would respond.
Further, the final grade was part of the contract terms as the responsibility of Parkwood. The final grade was left that it causes flooding. They refused to repair.
The surface of the pool has installed poorly. Pictures can be provided. Parkwood required payment before installation and offered no repairs for the poor quality workmanship.
Initial Business Response All warranty issues have been completed at this time. The final grade on the pool was passed by the city through final structure and final zoning and all final permits have passed with the city. The paver repairs were past the warranty period but were still repaired by Parkwood Pools at no cost to the homeowner. The surface of the pool has become calcified because of the homeowner's irresponsible care with their chemicals and water chemistry. This has been verified by three specialists in the swimming pool industry. This is an erroneous and false BBB claim against the integrity of Parkwood Pools.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The statements offered by Parkwood are false and incorrect.
As previously noted, open warranty issues remain and Parkwood continues to make no efforts to contact the homeowner by any means before or during this complaint process with the BBB. The homeowner can offer complete confirmation that **** *****, Board of Directors Parkwood Pools, Inc., was both advised in person that there were continued warranty issues as well as in writing and subsequently no Parkwood associate made any efforts to contact the homeowner.
The inspection process with the City of Coral Springs is not the threshold of completion or warranty in the executed contract drafted by Parkwood.
The homeowner would ask that Parkwood provide any evidence that the contract was completed according the terms of the contract, or that the warranty issues were resolved.
The homeowner made direct contact with both *** industries and ***** as well as hired third party experts because Parkwood Pools offered no assistance per the terms of their contract. Results to date have not shown maintenance issues but have shown Parkwood incorrectly installed equipment.
Parkwood is a deceptive organization and consumers should be advised accordingly. Mr. ***** sites in his response that
"The ownership of the company has more than 25 years of experience combined and has been a family for over 50 years."
However, the business provides the following in their printed business materials:
"Parkwood Pools & Pavers 25yr Family owned & Operated".
It is not limited to combined experience as in Mr. *****' statement. According to the Florida Department of State, family owned and operated is a false statement and one that is openly advertised by Parkwood in their sales practices. Completing a pool "...free from defects.." (Parkwood Contract warranty language) is also false. Come and take a look.
Final Business Response As we have said in the past, we would be glad to meet the Stones at anytime regarding any discpencies that they have regarding their pool. We have been more than cordial in trying to fulfill their every request. We have had factory representatives at their home from various companies and they all have stated that there are maintenance issues on the Stones' behalf. If they would like to meet at any time please have them notify us with a certified letter.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
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