Share
Business ProfileforWaterline Pools and Spas, Inc.
Pool Contractors
At-a-glance
Customer Complaints
1 complaints closed in last 3 years
0 complaints closed in last 12 months
Customer Reviews are not used in the calculation of BBB Rating
Related Categories
Overview
Products & Services
Business Details
- Location of This Business
- 5605 Hansel Ave, Orlando, FL 32809-4215
- BBB File Opened:
- 10/1/2004
- Years in Business:
- 34
- Business Started:
- 6/1/1989
- Business Started Locally:
- 5/1/1989
- Business Incorporated:
- 5/18/1989
- Accredited Since:
- 1/13/2010
- Licensing Information:
- 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.
- Type of Entity:
- Corporation
- Alternate Business Name
- Hardscape Solutions
- Contact Information
Principal
- Vic Norberg, President
Customer Contact
- Vic Norberg, President
- Additional Contact Information
Email Addresses
- Primary
Customer Complaints
1 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
02/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Waterline made mistake after mistake during the construction of my pool. First mistake I was aware of was the dimensions of the pool sun shelf and pool steps. It was not built per our contract. They chose to fix it by cutting the gunite and rebar and leaving a disproportionate design. The sun shelf and steps were skewed ie not a straight cut. I was told that when the pool plaster is installed they would straighten the steps and shelf. That did not happen. They placed pool equipment in a location that we did NOT agree upon. The plumbing and lighting was installed incorrectly and in wrong locations. The first fill of my pool they filled the pool with salt water which I learned that the pool plaster finish does not cure with salt water. This caused the excessive scaling in the first month which turned into an unusable pool. Then the pool had leaks that required me to refill the pool and pay for the use of excess water several times. Waterline did not make any extra effort to find the leaks and it took much of my time to contact them and request they come and find the leaks. When they finally came out, they found a leak in pool light fixture. they said they fixed but the pool kept leaking. Then they find leaks in the tiles. While all this was happening I found that the pool Light fixtures and pool return outlets were installed too low. Which means they are in conflict with the sun shelf and steps. In addition the pool light was installed incorrectly and currently protrudes beyond the pool finish. They also installed the pool waterline tiles incorrectly that caused the leak. The pool equipment / panel was installed too incorrectly and makes too much noise. As for the deck which I choose travertine, they installed the deck pavers without any care if they were broken pieces and in an inconsistent pattern. Overall..The quality of Waterlines pool construction is disgusting. Waterlines attention to details is nonexistent and their customer service is not what they believe
Read MoreCustomer Reviews
1 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Sharita G
1 star
08/18/2022
Looking to build a pool? Well beware of Waterline pools, my experience was the worst experience I have ever endured with a contractor in all my years of building and renovating homes. I hired Waterline to build a pool and spa for my home and the contractor abandoned the job. Contractor was hired on in January, by August was still not complete, this was before all of the COVID delays and despite the fact the contractor told us pool would be complete in 4 months. The permits was delayed because the paperwork was one the company reuses over and over again and it didn't have update on rebar. Had to wait an entire month to get that fixed. I had to stay on top of permitting and the pool contractor because things were moving so slow. Then once the contractor got started, there would be weeks of no one showing up. When I would ask about the delays, I was met with resistance, and literally yelled at and told to "let them do their job". By August, things were boiling up and the contractor asked for his final payment early!! Despite the job being barely halfway done. I refused to pay him early and reminded him of our contract. The contractor stated, "one one will show up". No one ever came back. He abandoned the job, left me with $$$$$ of work to complete on our own. And then he wanted to get paid for work he did not complete. We had to go to arbitration to get the amount corrected because he thought he was entitled to money for work he did not complete. Terrible experience and I advise anyone looking to build a pool to stay away!!!
Waterline Pools and Spas, Inc. Response
08/23/2022
Yes about every 15 years or so we end up with a customer who doesn't want to pay. Unfortunately we were left with no other choice than to file for binding arbitration with Mrs **** per the agreement. The arbitration was found in our favor and we are now in the process of having pursue collection. Once a homeowner decides not to follow the contract, not pay and then refuses to move things in a positive direction the contractor is left to resolve issues based on the methods allowed in the contract. Everything that happened after Mrs **** decided not to pay is basically her trying to justify her position. This is a long story short however we can provide more information if this is needed.
Customer Response
08/24/2022
Binding arbitration didn't work in his favor. Binding arbitration subtracted what I had to pay to finish the job and the remaining amount in the contract. His original request of over $28k was reduced to 10k, I actually saved...doesn't sound like a win to me. Sounds like someone wanted to get paid for work they didn't do. Yes every now and again a business thinks they can demand payment early for work undone, homeowners stand your ground. You don't have to be bullied when you have a contract to protect you. Owner's words verbatim, "I'll admit the request for payment was premature". My only wish is that I fired him earlier. I'm not out of any additional money, so arbitration actually worked in my favor because I got to build my pool exactly how I wanted it. Not the poor workmanship and loads of mistakes found after we took over the job. Thank you Waterline for abandoning this job, if I hadn't taken over when I did it would have cost me more in the long run!
Waterline Pools and Spas, Inc. Response
08/29/2022
You can see she is admitting she held a very large draw which naturally will create conflict. Once she was well ahead of the values delivered and installed she pulled the plug on payments. All the comments after this point is her trying to justify her reasoning. She basically ran out of money from all the remodeling of her home and Waterline Pools ended up paying for it. All we are doing is following our agreement/contract and we did seek binding arbitration to try and collect money owed to us. We are now in the process of collecting on our award. We are a 35 year old business and we don't treat our paying customers what she indicates. She "took over" a job that was 95% finished. There is no BBB to complain about people who try and and often do take advantage of a contractors extending thousands of dollars in hopes of being paid. Its all hear say what she is saying. She is the type to have the last word so I'm sure she will reply one more time for her conscience sake.
Customer Response
08/29/2022
I find it interesting this contractor suggests I "ran out of money". So untrue and honestly derogatory, I'll have to have my attorney review this for possibly slander and defamation. There is no ground or basis for that comment, outside of possible racism. Money was never an issue, this is the 3rd pool we've built and we've done several projects after this nightmare of an experience with Waterline Pools. I can't keep going back and forth with someone that spread lies and won't admit the truth. Bottom line, the company asked for money that was not owed. He thought he had me in a bind and decided to abandon the job without any cause to do so, PAID him more than the work completed. I am filing complaints with every agency available because this conduct from a contractor is criminal! He continues to minimize and lie about his actions but cheaters never win, even when you think the odds are in your favor aka binding arbitration, that still didn't work out for him. He thought he was going to leave me with a hole in the ground, FALSE! We finished the pool left at 60% completion and converted trash into a gold mine. Moral of the story, stick to your gut, don't let trashy contractors bully you and everything will work out in your favor. No matter how much they lie, avoid and reply to your reviews just because they are mad they loss their own game. This review is not air out the details, my advice beware, It's not worth the nightmare.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.