Complaint Failed to respond to several calls with regards to completion of job that I've already paid for I contracted with them in feb to fix a leak in my pool, resurface my pool and to fix an issue with the spa that was dropping water levels. They have tried twice to fix the spa but have been unsuccessful. I've called numerous times 6/9, 6/12, 6/16 and each time I was told it would be fixed by the end of the week or the following week. Needless to say I've been more than patient. My contact has been Lawrence. I spent over $9000 on this job which I paid in total by 4/28.
Desired Settlement Finish the job asap
Business Response Contact Name and Title: ********* *************** Contact Phone: XXX-XXX-XXXX Contact Email: ****@sunsationpools.com This is the 1st time the office & the owner has heard of the issue mentioned in this complaint. **** ********** has a 1 year warranty on all work contracted with us. Please note I have called her today 7/10/15 @ 8:30am & again at 2:00pm to set an appointment to diagnose the situation. I need a return phone call to get this done. All calls for warranty work must be called into the office.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Upon receipt of this complaint Sunsation pools completed the job. Thank you for your assistance.
Complaint Lead in pool ever since they did the job. Fiber glass is now coming off the wall. They removed a Vinyl liner and placed Concrete and fiberglass. The work was completed in Nov/2011. The pool has leaked since then. I have found two areas in my equipment that leaked and had them fixed but the pool keeps leaking. They said that they did a leak test and did a fix but we never saw anyone and no equipment as fixed. They also said that they sent a bill to us which we never saw. The bill was first told to us in May/2014. They were told about the fiberglass bulge and refuse to fix it as our warranty has expired. They are not picked up the garbage after repeated calls. The have been called many times and so far nothing.
Desired Settlement 1. Fix the fiberglass 2. Pickup garbage 3. Remove bill
Business Response This response was provided verbally to BBB:
Our company resurfaced this customer's pool approximately 3 years ago. The customer called a few months after the job was finished complaining of a leak. We hired a leak detection company who found a problem in an underground pipe near the pool equipment area. We repaired the leak even though it had nothing to do with the work we did. The customer was billed for the leak detection and the repair since it was not related to the original contract; we sent bills and the customer never paid so we sent the account to collections.
The customer called 3 years later regarding an issue with his finish. The secretary told him he did not pay his bill and therefore he has no warranty. The customer was upset and said he would be filing a complaint. The owner tried to call him 3 times to discuss and he wouldn't answer the phone calls. We have proof that the leak was not our problem and wasn't covered under warranty and the he never paid the bill. The leak detection and repair was $450.
In addition, the warranty on the pool surface was 1 year labor and material. We would generally take care of any issue but in this situation the customer owes us money for the leak repair. He filed a complaint before he ever even tried to talk to the owner.
Consumer Response This response was provided verbally to BBB:
We never saw any leak detection company and they never repaired anything. We never received any bill for this so called repair. We did have to hire another company to come and repair the issue and it was underground near the pool equipment and then another problem near the pool heater. There are still problems in the pool and now the fiberglass is coming away from the pool near the steps. The water is just below where the fiberglass is bulging out and I think that is where the leak is. I thought there was a 5 year warranty on the work they did, the paperwork says nothing about any warranty. When I called Sunsation Pools for assistance they said I owed a bill from 2011 which I knew nothing about. They also never picked up the garbage from the original construction, things like concrete and plastic bags piled up by the air conditioner. I want them to fix the issue with the pool and get rid of this bill we knew nothing about.
Final Business Response This response was provided verbally to BBB:
I have the actual leak detection report with his name on it as well as the leak repair invoice showing the problem was not something related to our work. We called him over and over again for months trying to collect payment but he never responded so the account was sent to collections. The customer never called our company about any issue with the surface and now he just goes straight to BBB to file a complaint. Additionally, the original work that was done had a 1 year warranty (see back of contract) and this has long since expired. We will not do anything for this customer.
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