ComplaintsforCalifornia Pools & Landscape

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In order to see what your financing options are, they require you to sign a contact and put down $1,000.00 If you are unable to obtain financing they will refund your money. I applied for the 7.4% financing option and after the three day right of rescission, I was notified that I did not qualify. My loan was sent to another lender who approved me at a higher rate.I could not afford the higher interest payment and had to cancel. Since I was approved, not at the advertised rate, I was told my money is non-refundable.What type of company requires someone to sign a contract and put down money just to find out what their financing options are. Imagine if a car dealer or mortgage lender did that?

  

  Business response

  04/22/2024

  If ******************** is dissatisfied with the loan rates for which he qualified, we will gladly refund his $1000 deposit and cancel his contract without penalty.

  Customer response

  04/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I can honestly say without a doubt, this has been the worst experience I have ever had with a anyone doing work at my home. They have zero respect for their customer. I have always believed in the philosophy that you get what you pay for. Up until doing business with California Pools, this has been true. They were more expensive than all of their competitors, but their reputation was exceptional, so we felt the additional cost was worth the expense. Unfortunately, with California Pools this is NOT true, and they have shown us over, and over again that they could care less about their customer. There is always an excuse, someone is sick or has a personal problem. They dont show up when they are scheduled to do so, and always blame someone else. Not once, but every time they come up with an excuse and it is NEVER their fault.Long story short, we signed documents in October 2021. We did not have a completed pool until February 20, 2023. There were additional issues with the landscaping that were ongoing. After the Pebble was completed, we noticed there were parts of the pool that were lighter than other areas, and immediately communicated this to the job superintendent. It was his opinion that we allow the pool to stabilize and the discoloration usually goes away after a few weeks. The splotchy appearance and bare spots did not improve. After a conversation with the contractor on June 1st, it was determined that they would need to address the problem after the weather cooled down. On October 30th, we reached out to California Pools, but we had not received any information on when they would start the ************* again we are being ignored and had not heard back from anyone at California Pools for two weeks, so another email was sent, but no date was given to drain and repair the pool. I left messages on the 28th and 29th, and still have had no response from them.

  

  Business response

  12/04/2023

  Thank you for bringing your concerns to our attention. We understand the importance of your pool project and are committed to ensuring your satisfaction.
  
  We would like to confirm that we have received approval from the manufacturer to proceed with the stripping and redoing of the interior of your pool.
  
  We've let you know about the repair schedule, which has been carefully planned to minimize inconvenience while maintaining our standard of quality. We assure you that our team is dedicated to completing this project efficiently and effectively.
  
  We appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or concerns, please do not hesitate to contact us directly.

  Customer response

  12/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into a contract with California Pools summer of 2023 to have a pool, and hardscape completed (BBQ, fireplace and artificial turf) at my property.The project team has been difficult to communicate POC changes throughout the process and limited communications. We reached the build phase in which I was advised before dig that the supertindent and team would stay in touch and ensure as we reached hardscape phase that I was pulled in before work started.Two incidents have occurred - one CALs crew were dumping in the neighorhood wash and sprayed shotcrete wash down the street. This upset neighbors and create issues in which calls were placed to CalPools to have clean up done in the wash.After this incident, proactive communication with the superintendent was made asking to double check measures on the wall and BBQ with tight spacing. Have documented text communications that this would happen before any work. This was not adhered too and worked started concrete pours on wall and BBQ. Design of BBQ was not also discussed with owner and block work was done based on no feedback. Owner reached out via text with Supertindent, on work not stopped and concern that we could not make changes now with concrete poured. Supertindent again texted he would stop work, but work continued with almost full construction of wall and BBQ. Recieved a text that Supertindent would have designer reach back out which has been a week since anyone contacted. Designers (***** and ****) have been *** for several months. The work quality on the pool doesn't seem well managed and at this point all work has stopped.Resolution is really unknown as Cal Pool is attempting to put in change order which would cost the owner, when any of this work could have been avoid with following and action by Cal in advance. Work is unfinished and company does not seem focused on customer experience. Called ************************* and received ***************************** name to reference with this complaint.

  

  Business response

  11/20/2023

  We are pleased to propose a site meeting to address any concerns ****************** may have and to thoroughly review any project modifications he wishes to implement. To facilitate the scheduling of this meeting, we kindly request that you contact ********************* at ************.

  
  Your cooperation in arranging a suitable time for this important discussion is greatly appreciated. We look forward to a constructive meeting and to addressing all pertinent matters to ********************** satisfaction.

  
  Thank you for your attention to this matter.

• Initial Complaint

  09/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed contract with California Pools and Landscape 09/28/2022. Our project includes front and rear yards relandscaped as well as oversized jacuzzi with pergola and a putting green. At that time we were told our project would be completed in 10 months which would have been the end of July 2023. We have adhered to the contract, in good faith, even though the progress from the contractor doesn't appear to reflect our actions. We have paid $176,707.33 to date which is 91% of the total project agreed upon cost. The contractor has lied, procrastinated, and deflected excusing their lack of progress. Excuses have ranged from called out sick; waiting for people to be trained; in a queue for specific work to be performed by tradesmen; etc., of which has amounted to approximately 5 hours of work a week that most often has to be accomplished over again correctly.In our opinion, our project looks to be 50% complete at best. From the start we have waited months for specific aspects of the project to take place.

  

  Business response

  09/24/2023

  The goal will be to finish by Thanksgiving, which falls into a 10/11 month build for an almost ******* dollar project.

  Here is the completion scheduled that was shared with the customer:

  Masonry and pavers are targeted to finish by 9/29 (pending permit).
  Wrought iron, tile and clean up the week of 10/02
  Final electric, collars and inspection the week of 10/09
  Pebble and start up the week of 10/16
  Structure build week of 10/23.
  Landscape the week of 11/6
  Turf and paint the week of 11/13
  
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went under contract with them on 10/1/22 and as of today 7/27/2023 I still do not have any idea when it will be finished: when I was told it would be completed by the end of April 23.I was told by the scheduling manager that everything would be completed by the end of July 23.I have been asking when the pergola will be completed for over a couple of months and the responses I get are: I don't know, I will let you know as soon as I know, I am working with management, we are having meeting with the contractor.I am also waiting for the response of when the hand rail will be installed - I know it was a late addition to the process 6/26/23, but the last response I have received is it will have to go out to trades to get the anchors installed 7/18.Quality has been a problem and the superintendent (*******) seems to not care if things are done correctly.The main pergola pole was mis-located and his solution was to have it cut off and lag- bolted with a plate. Being that this is a major structural pole I finally talked the scheduling manager (*****) and she had it dug up and relocated correctly.The back wall was built incorrectly and they had to tear off the top layer in order for the travertine to sit closer and not leave a 1" grout line. This was only noticed by the the hardscape person on the day they would start.The travertine has corners that are broken off and many of them chipped. I was told that chipping of the corners was acceptable to California Pools by the superintendent.A pallet of material was parked in the road for over a month and was finally hit and tore all the bags opens. I again had to clean this up and move the material out of the road.I have been trying to get in contact with the Director of Construction (*****). I have left 2 messages with him and have not been contacted back. The *************** said they would send him a message to have him contact me asap.

  

  Business response

  07/27/2023

  Our Senior Manager, *******************, just spoke with the customer on 7/27/2023 and the hand rail will be installed on Saturday and the alumawood is scheduled for Monday. Thank you

  Customer response

  07/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract for a pool/spa/kitchen island back in 2021 and am still battling to get this job completed. Even going as far as removing final task from the contract because I cannot afford to wait months longer for the job make progress.While the company is responsive, the crews that are assigned to my job are constantly reassigned to other jobs. Each time there's supposed to be someone here to finish the job, nobody shows up to do the work and I'm told that it will be another week or two to get a crew out. Usually the crews disappear as soon as you give them a check, as they then use that money to pay for other jobs.I don't want to hear next week any longer after over a year and a half of the disseption. $160k job, and the workmanship needs attention. The team is pleasant to work with, but if you're looking to get the job done, this is not the company.This is my second BBB complaint, as I had to file one 4 months ago to get any progress and have to do multiple calls per week to get any updates and make sure they're going to put me on the schedule. Not that it matters anyways, because nobody shows up.I want the job done.

  

  Business response

  07/18/2023

  California Pools & Landscape is communication with the customer and working on a timely resolution on their outstanding items. We will update the BBB later this week based on how work is progressing. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed our contract on 9/30/2022 & were told by ***********************, our designer, that usual timeline from sign to dig is 8 wks. Additionally, we were told that the average project for them takes 6-8 mo. & ours might take a little longer being it was more complex. However, when I met with **** on 10/11/2022 to make final selections for travertine, ************** interior I was told their average project time was down to 6 ********** project timeline was now 6-8 mo. On 11/17/2022 we were informed by **** that there was an unexpected delay with CAD. It wasn't until 12/13/2022 that permit application was completed. On 12/14/2022 our Superintendent, ***********************, finally met ******** onsite at my house. At this visit ***** informed me the dig would start the following week (it did not). On 12/19/2022 ******************* informs me dig will not happen until 1/3/2023 (it did not). ******************* only cared about informing us when payment was due, asking for our first installment of almost $15k when excavation hadn't even started. Permits were never completed until 1/3/2023. Excavation finally happened on 1/9/2023 (not 8 weeks after 9/30/2022). On 2/1/2023 the inspector, **** (do not have last name), came & could not conduct the inspection due to no plans being left by *****. I called our scheduler immediately, *******************************, & she did not answer. All communication with ******** was extremely unprofessional (she no longer works there). On 3/1/2023 ******** stated we would have shotcrete in 2.5 weeks (we did not). Then the first week of May we finally have the shotcrete company come to meet with ***** to say the steel was done wrong. Our steel was completed on 1/25/2023 & never checked until this ********* had to be redone. On 5/5/2023 steel was supposed to be repaired, it wasn't until 5/18/2023. On 5/4/2023 I spoke to *****************************, who admitted our project sat for 2 months for no reason. At this time ****** has not fixed ************** project sits at shotcrete only. Remove their A+

  

  Business response

  07/06/2023

  The commencement of the hardscape construction is planned for July 17th and is expected to take approximately 15 days for the crew to complete. Once the hardscape, specifically the paver deck, is finished, we will be able to furnish the customer with a comprehensive completion schedule. Thank you

  Customer response

  07/07/2023

  The original date for hardscape stated in our CalPools client portal to start was 7/3/2023. I contacted ***** to confirm this he had no idea & texted me that "I did reach out last night to confirm & I'm waiting on a response" on 6/30/23. Due to this, my husband rushed to get our termite barrier reinstated before the hardscape began. We had told ***** we had to do this to maintain our home warranty & asked him to inform us when we were one week out from hardscape. He never followed up with us, so I emailed ****** on 7/3/2023 to ask what was going on since no one was at our house to start hardscape. ****** informed me that ***** was off (which is aggravating as our project was supposed to be finished by 5/30/2023, the 8 mo. ****** Not until today did I hear back from ***** to inform us hardscape will not be starting until 7/16/2023. We rushed to pay for our termite barrier to be reinstated. Now we will have to pay again to have the termite company reinstate the barrier. This company is completely negligent to us as the client/customer & if it were not for my constant communication with them I bet our pool still wouldn't even be dug. We have been making payments on a pool since 2/7/2023 when we didn't receive shotcrete until 5/18/2023 & since then we have had no one work on the remainder of our project. ****** emailed me this evening & states our hardscape will start on 7/17/2023 (which conflicts with when ***** said it would start, 7/16/2023). The lack of communication & conflicting information has been a constant problem with this company & they lie. We want our project's price to be adjusted for not only what I have mentioned, but for the negligence to our project & the disrespect & carelessness of all the people we have been involved with. This is why I reported because it has been almost 9 mo. of lies & mistreatment. I have tons of documents I can submit if someone would like to contact me at my email, I can provide you with everything (more than the 5 limit).

  

  Business response

  07/07/2023

  Good morning ********,
  
  If I could have a crew on your project working today I would but unfortunately we just don't have crews readily available. I can't pull a crew off another project to come out as I do not feel it would be fair to them because if the roles were reversed I would not pull them from your project. 
  
  I apologize for any inconvenience or frustration that you have experienced. We have been working consistently to try to move your project along as quickly as possible without sacrificing quality. We only hire the best and expect our crews to deliver the best to our customers and unfortunately this often takes more time than expected. As stated before we will work to get a crew on-site as soon as possible to keep moving along. 
  
  We set a high standard for ourselves and I am very sorry to hear this was not met in your interaction with us thus far. We always aim to deliver a great experience and I regret that you feel we have missed that **** on your project.We can't fix the past but you have my personal commitment to improve and deliver a great experience moving forward. 
  
  
  Thank you, 
  *****************************

• Initial Complaint

  06/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract with CPL in late February 2022 & were promised consistent communication via their portal app & an outstanding customer service experience from start to finish. CPL has failed to deliver, despite on-time, in-full payments and required actions on our end.Initially, we were given a 6 month best-case estimate & 9 month maximum time frame for the job. 16 months later, we still do not have a finished project. We've had to initiate nearly all communications to determine project status/updates & learn of additional holds causing severe delays to our project. Actual timeline: 2/28/22 - signed contract 4/1/22 thru 7/1/22 - layout, excavation, plumbling, steel work 5 month delay for shotcrete 11/28/22 - shotcrete 2 week delay due to scheduling 12/13/22 thru 12/16/22 - water feature work 3 month delay due to scheduling 3/18/23 thru 4/11/23 - hardscape work (1.5 weeks after communicated date)2 month delay due to scheduling 5/22/23 thru 5/25/23 - fence install & pebble tec 1.5 week delay due to scheduling and wrong gate color 6/6/23 - RV gate install (original communicated date was 5/17/23)currently waiting on cleanup of worksite and yard grading (crews have been out 4 separate times & have not completed it) Equalling an 11-month delay/wait Other items of concern are unprofessionalism from trade crews (shotcrete ******* was condescending/rude), coping & travertine had to be pulled & relaid 4x due to not following plans, inability to secure temporary gates, partial removal of an enclosed dog run without notice, damage of property (damage to hose, damage to home stucco where gas lines were installed, overspray of shotcrete on block ***************** & multiple occurrences of disconnecting home utilities.We thought hiring a pool company would take away the headache of having to stay on top of trades & scheduling and ensure professionalism from tradespeople performing the work. That has not been our overall experience with *************************************

  

  Business response

  06/07/2023

  We will be meeting the customer on 6/13/2023 at 7am to address their punch list items and will schedule the repairs as soon as possible. 

  Customer response

  06/08/2023

  CPL has only attempted to partially addressed our concerns and desired settlement.  The expectation is a detailed response to all requested settlements including scheduled dates of all work to be completed, reparations/replacement/reimbursement of damaged property and a plan for billing adjustments/refund for failure to provide services in quoted timelines .  Once all items have been addressed, we will revisit acceptance of CPLs response.

  

  Business response

  09/28/2023

  This project is complete

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our most recent problem (of many) is related to pool tile. We provided our own tile which came with an installation guide that stated in bold letters Be sure to lay out tiles and pull from different boxes to achieve the best overall blend of color. The installers did not blend the colors, resulting in awkward stripes of different shades. They notified us of the problemafter the tiles had already been set in mortaron 4/19. We stopped the installation, ordered new tiles, and asked that the company correct the problem (replacing <50 tiles).We were told that the new tile would be installed on 5/17. We emailed our construction manager on 5/8 to confirm the installation date. He responded by saying that he had cancelled the installation and would need to get multiple bids and a signed change order prior to rescheduling. In addition, we would be required to pay for pulling off the tile that was installed by our crew that you guys didnt like. We clarified that the issue was the installation as opposed to the tile. We asked that the installation be completed as scheduled (without an incremental cost) and that he respond to us by no later than 5/10 if that would not be possible. The next message we received was an email at 6:59am the morning of 5/16 stating, Myself and the tile ******* will be on site today to have a discussion about the installation of your tile. (Also, we will still be forced to pay for the correction.) We rearranged our schedules at the last minute to accommodate him and neither he nor the tile ******* ever showed.We now have another site visit planned for 5/22 but, given past experience, we have no confidence that will happen or that the issue will be resolved. It has been more than a month since the tile was installed incorrectly and no progress has been made. We have lost patience with the projectabrasive emails, countless construction errors, unresponsive managers, misinformationand cannot see a path forward without outside intervention.

  

  Business response

  05/19/2023

  We have received your complaint regarding the pool tile installation issue, and we apologize for the inconvenience you have experienced. We understand your frustration and would like to address your concerns.
  
  We appreciate your patience during this process. However, we would like to inform you that before proceeding with the replacement of the tiles, we need to come to an agreement on an executed change order to address the changes in scope. We apologize for any miscommunication or confusion caused by our construction manager's response regarding the rescheduling and the requirement for a change order.
  
  To ensure transparency and a fair resolution, we have confirmed a site meeting for May 22, 2023. During this meeting, we intend to have a comprehensive discussion with you and our tile ******* to address the installation concerns and find a mutually agreeable solution. We genuinely apologize for the missed appointment on May 16 and any inconvenience it caused you.
  
  Please be assured that we value your satisfaction as our customer, and we are committed to resolving this matter promptly. We understand your frustration with the overall progress and communication throughout the project, and we apologize for any abrasive emails, construction errors,unresponsiveness, or misinformation you have encountered.
  
  We appreciate your patience and understanding thus far, and we are confident that we can find a path forward through open dialogue and cooperation. Your concerns have been taken seriously, and we assure you that we will make every effort to address them appropriately.
  
  Thank you for bringing these issues to our attention. We look forward to the upcoming site meeting on May 22 and working towards a satisfactory resolution.

  Customer response

  05/19/2023

  We appreciate confirmation of the meeting on 5/22.  Given our past experience, we are not willing to accept a response until we come to an agreement, following the meeting. 

  

  Business response

  09/28/2023

  This project is complete 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with California Pools on 12/30/21. I was told by ********************* that the completion of our pool would take 9 months from signing to filling the pool. The dig was done 4/29/22. They put or electrical in the wrong place and have no idea when that will be fixed done 6/6. Steel was completed 5/17/22. Shot Crete done 11/8/22. Hard scape and water features were started 8/12/22 and still waiting for completion. We need answers to when our pool will be done. *********************** said it takes 8 months after the dig. She is a project manager we are dealing with and cant get the truth or an answer. We are being ignored and lied to when we can reach someone. We were told we had to pay in full and things would move faster. We are paid in full and cant get an answer. We want our pool completed.

  

  Business response

  05/12/2023

  The pool is set to pebble and fill with water during the week of 5/15/2023. Thank you

  Customer response

  05/16/2023

  thank you for your response. We do appreciate it. We do see people in our yard today. It looks like the pebble tech is going to be done. We are super excited. We would also like to know when the job will be complete. The electrical part of the job. The electrical was put in the wrong place and its supposed to be rerouted on our side yard. We are worried about monsoon season coming and it being a mud bath. If you could please let us know when that part of the job would be done we would really appreciate it, we dont have much luck getting any answers through the portal. Im sorry its hard to come down to using the Better Business Bureau. We would just really appreciate better communication and we do appreciate you completing the pool. 

  

  Business response

  05/17/2023

  We are ready to proceed with pebbling the pool and filling it with water this week. On approximately 6/15/22, we reinstalled the electrical run as per the customer's request. If the customer desires the electrical run to be rerun once again, we would be pleased to offer this service at a discounted price.

  Customer response

  05/22/2023

  I believe the date is incorrect. The pool is pebbled and filled. It is beautiful and appreciate it being completed!! 
  The electrical was installed in the wrong location. My husband has discussed this with California pools last week. We signed a change order and it is to be relocated. Maybe this is a response before his discussion with California pools? We would like a date as to when this will be done. Thank you for working with us.

  

  Business response

  06/23/2023

  The electric was rerun on 5/23/2023. 7/26/206 we will replace the cracked piece or travertine, replace the *** deck lid, and install the handrail that was added after the pool was finished. 

  

  Business response

  07/01/2023

  The issues are scheduled:l to be completed:

   

  The electric was rerun on 5/23/2023. On 7/26/2023 we will replace the cracked piece or travertine, replace the *** deck lid, and install the handrail that was added after the pool was finished. 

*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. ↩