Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my pool installed Friday, July 29, 2022. It took them 13 hours to install a pool. Workers did not do a good job. The workers spent too much time on their phones and were not accurate with the installation. They left a mess in my backyard and much of my landscaping is ruined. My gate is broken from them going back and forth. They finished the job when it was dark so I could not inspect until the next day. The pool wall is coming up from the bottom frame and needs to be fixed. I've called and left messages to get this fixed and no response. I spent $750 for this job. I would like my money back and this problem to be fixed.

  Business Response

  Date: 08/22/2022

  July 15th, 2022 was the date of ******************************** site inspection. ( Site inspections- When a crew member visits the home and takes detailed notes and speaks with the customer about pricing, expectations, etc which then the customer needs to sign in agreement to the terms and conditions). Please reference to the attachment before for full details of the estimated cost and important information that **************************** signed. 

  
  

  In regards to how long the job took, each pool install is different and each yard can pose different issues. In her case, she had an existing pool which she decided to take down herself to save money. When we arrived, the metal frames of the old oval pool were still there which we were unaware of on the day of installation. We charged the customer 200 dollars to remove the old frame and brought it to the front of the house at her request. Replacement pools and oval pool installations take longer than the average pool. On top of that, she has a deck around half of the old pool which makes the install that much harder. Of note, customers are not charged hourly for pool installations so timing is more pertinent to my company than to the customers. 

  
  

  In reference to her accusation of "not accurate with the installation", the attachment below again shows an estimate of pricing which **************************** was in agreement with. On the estimate sheet, it was originally $750 for taking the pool down, working around the deck and digging around the pool. Since in her case she took most of the pool down, we agreed to 450$ being the total cost. She is asking for $750 dollars back which she never even paid for. The job was completed exactly how it should've been and I don't believe that I am responsible for giving her money back on a job that was fully complete. 

  
  

  In addition to her complaint about the pool wall coming out from the bottom of the frame, I had a crew member go out to her house the very next day to fix the issue at no cost to her. 

  
  

  In regards to her accusation of the yard being left a mess and landscaping being ruined, the customer signed the agreement that we are not responsible for landscaping issues and the customer did start taking the existing pool down herself which caused "landscaping being ruined" from the start. when installing an above ground pool, there will always be a little mess with the grass due to the manual labor of the job. (hand and machine digging, using wheel barrels to remove the dirt from the yard, walking in and out to grab supplies, etc.) My crew does a good job at cleaning up what is expected and goes out of their way for customers all the time with throwing trash out, piling boxes neatly for them like stated in the agreement. 

   

  We are a small business and we take pride in our work and take ownership when we do have mistakes. In this situation, yes the job took longer due to her yard circumstances and we fixed the track issue the very next day.