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:11/09/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  We hired Tribal Waters to build a pool, Although we had many qualities the pool Light is not flush with the wall and alternately it will never be flush since the wall is Lumpy/ Not level. There is also a brown spot stain in multiple locations inside the pool

• Initial Complaint

  Date:11/10/2022

  Type:Order 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 contracted with Tribal Waters to build a pool and spa, a kiddie pool, and a concrete deck. I signed the construction contract on 03/01/2021. The final payment was made on 07/26/2022 with a few finish items and the handoff to be completed. The total amount I paid was $96,202.94. The original contract was for $85,115.00 and the remainder was for addendums. Some of the addendums are appropriate for tile upgrade and concrete deck size increase. Some are not appropriate. Tribal charged me for a layout change that was agreed upon by email prior to the contract date. Tribal agreed by email to split another change but charged me the entire amount. Tribal specified the fence length and cost in the contract. The layout change decreased the fence length from 156 feet to 132 feet. Tribal charged me the entire amount for the 152 feet and then charged me for an additional 14 feet, so I got 132 feet but paid for 170 feet of fence. The contract specified the number of pop-up cleaning heads, two per step, two in the Baja bench, and five in the spa. Tribal installed one in each step, one in the Baja bench, and four in the spa. When I complained, their response was they did nothing wrong. Finally, and most serious, the building inspector failed the pool for safety because the drop from the step to the pool was almost three feet. Tribal refused to correct this unless I paid for it and stopped work until I did. This step height violated the pool construction safety code. They also neglected to install a ladder at the deep end as required by pool construction safety code. I am a senior citizen and they have taken advantage of me by building an unsafe pool, threatening to stop construction unless I paid their demand amounts, and refusing to comply with their own contract specifications.I have communicated with them by email a number of times culminating with sending a demand letter on 10/05/2022 requesting that they correct their failure. Their only reply was an offer of $800.

  

  Business Response

  Date: 11/16/2022

  We are sorry to hear that an internal agreement could not be reached between you and Tribal Waters.  You had notified our office of a discrepancy in your fence footage from what was installed to what was purchased.  After performing a site inspection, we agreed that the footage was indeed inaccurate in which we would void the addendum for the additional footage billed and issue a refund check. 
  Regarding the pop *** in the steps.  You were charged for (4) total heads in the steps on your contract and that is what was installed.
  Initially, your sales designer was adamant that you approved the step design as drawn and that is exactly what you wanted.  After the pool was shotcreted, we agreed, along with you, that the drop off was too great and that wed add an additional smaller step at no charge.  After installing the 4th step with steel and shotcrete, you decided that you would rather have a longer step and youd be willing to pay for that longer step.  We gave you the price that you approved in a change order, and we removed the smaller step, re-steeled and shot in a new longer step with a cleaning head.      
  Again, once you approve your initial design and features, we will build the pool accordingly.  If you feel that you require a ladder in your pool for exiting in the deep end, that is something that can be installed at any time and wed be more than happy to install one for you as a good will.
  Our offer was to refund you for the fence that was not installed, in which you rejected.  Please let us know what you are looking for to satisfy your issues.  Thank you.

  Customer Answer

  Date: 11/16/2022

  Regarding the number of popup heads, the contract two heads per step and five heads in the spa. Tribal Waters failed to perform to this contract and made changes to the design after the contract was signed. I was never informed of the changes and would not have agreed to them. They claim the extra step was an option and a subject of discussion, but it was required by the building inspector. The tiny "step" they installed did not meet safety standards, so they had to remove it and install a full-size step. I agreed to pay because they blackmailed me by threatening to halt construction unless I paid for it. Corrective action in response to a failed safety inspection on a construction project is not the responsibility of the customer. Licensed contractors have to pay for repairs to correct their mistakes. As for their claim that I refused their offer of partial compensation, my exact words were "Unfortunately we are quite far apart in terms of reaching an agreement." There are a number of other items that I was incorrectly billed for that they refuse to acknowledge in spite of my forwarding emails to them agreeing to the changes.