ComplaintsforOmni Pool Builders and Design, LLC

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract in March of this year. The job was to include completion of a wall, new tile around my pool, a fire pit, and installation of a solar heating unit. I found out in June that they could not complete the solar heater because it was too close to my neighbor's property line. We decided to move forward with an electrical heat pump. I was told this would be less than the solar heating option, it was not. My pool pump is new. It worked perfectly until they installed the heat pump. First I was told it didn't work correctly because the electrical panel had not been installed yet. This was installed about three weeks ago. It still didn't work. Then I was told I needed a new filter at an additional cost of $2800. Then I was told I needed the filter lines blown out. I had my regular pool service PoolChlor come over to do that and they informed me that there was a filter side leak which is why there is no flow to the pump. It took Ventura another week to "fix" this with "glue" and it is still not working. Additionally there is an unsightly rust stain on my new tile, and broken tile on my stairs. They have done a really half assed job and I did not get to use my pool for the entire summer. I want the leak fixed TODAY, the job completed, and the $2800 for the filter I did not need refunded.

  Business response

  10/17/2023

  
  Dear Kristen,

  Thank you for bringing your concerns to our attention. I want to assure you that we are in the process of addressing all the issues you've raised.

  Solar Heating Unit: When we found that the solar heater could not be installed due to its proximity to your neighbor's property line, we opted for an electrical heat pump as an alternative solution. I understand there was a difference in cost, and I apologize for the inconvenience this may have caused.  

  Leak: The leak took a while to diagnose and it was apparently the result of the plumbing being damaged during the paver install. The recommendations that you listed were done in good faith in an attempt to have the problem resolved because we believed they would fix the issue. The plumbing and the leak have now been fixed. 

  Tile and Stair Damage: We are aware of your concerns about the tile and stairs, and we are actively looking into resolving these issues.

  Action Plan:
  A team will be dispatched shortly if they haven't already stopped by to assess the tile and stair damages.
  A review of the heat pump installation will also be conducted to ensure it is operating as intended.

  While I understand that you've been unable to use your pool for the summer, I want to assure you that we are committed to resolving these issues, servicing your project if any other problems come up, and servicing all your warranty requests now and into the future.

  Thank you for your patience and for bringing these matters to our attention.  We should be complete shortly and will reply here when complete.  

  
  Best regards, Aaron Baker  --  Omni Pool Builders and Design LLC

  Customer response

  10/17/2023

  The response is acceptable except for the fact that the billing adjustment for the $2800 filter I did not need was not addressed. Again, I need my bill adjusted for this unnecessary upsell. 

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In early 2023, my wife and I noticed “cracks” or crevasses developing in lines across the interior surface of our swimming pool, isolated to the spa portion. The most severe segment or area is approximately one quarter inch wide and a quarter inch deep. On March 7, I contacted the pool builder/installer, Omni Pool Builders to evaluate the damage and determine whether it would be covered by our warranty. Our warranty includes lifetime coverage of the swimming pool shell, as defined by the ability to hold water to a sufficient degree. It also covers the “PebbleTech” interior surface for five years. The pool was installed between October 2018 and March 2019. On March 23, a technician came out and took pictures. A text I received from Omni on March 24 advised that the owner would come out and look at the damage. He arrived and looked at the surface on April 7. On April 13, another technician came out to set up a “bucket test” to determine whether or how much water the pool was losing. He failed to return in a timely manner and the water in the spa began turning green. The technician returned on May 5 to redo the bucket test. He returned the next day to review the results and stated to me that the spa had lost “an eighth to a quarter inch”. He did not give an opinion as to whether this amount of water loss would result in the need for warranty-related repairs relative the pool shell coverage. I texted an Omni representative on May 19 to inquire as to their position on the matter. The individual stated he/she would check and get back with me. I received no response. I texted again on June 6. On June 7 the business responded that they were “trying to get someone out there” (to our home). Nothing further has occurred and I have received no update. I am unclear as to how a swimming pool installation company is allegedly unable to locate someone to perform this repair, and I believe this is being used to indefinitely delay the repair.

  Business response

  06/26/2023

  Hello, We apologize for the delay with this repair and some of the communication.  We have been undergoing staff challenges and have just begun implementing a new training system so to not have this happen again.  We have made contact with the homeowner and have scheduled the repair and another leak test.  The prior test that was done, showed that there was no significant change in water volume and we should of communicated that to the home owner.  We will do another to ensure there are no issues.  I will make contact once all items are complete.  

   

  Thank you

  Aaron

  Customer response

  07/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20221078, 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,
  
  William Campbell
  
   
  

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Omni Pool Builders took full payment and did not deliver the product. I have had to hassle them constantly to make the pool look somewhat presentable. I have already paid them money in full, which I did not want to do, because I was scared of this exact problem happening. I paid them for an outdoor kitchen and they did not complete it. I have appliances that are just sitting on my back porch and they haven't installed them. Every time I call them they just give me excuses or try to get me to serve as the general contractor for them. Which I am not. I wired them money. So I am unable to get that money back. Please help me.

  Business response

  04/21/2022

  Hello, 

  We did not sell the appliances to the client.  We don't sell appliances nor do we warranty them.  We recommended them to contact flame connection for appliance, making connections, and install.  The benefit of the appliance provider installing the appliances is the warranties stay intact and an orientation on the functioning and maintenance needed can be explained (we are not kitchen appliance experts).  On the construction plan, because we didn't know the precise details of the cutout dimensions of the appliances (because we didn't sell them) and we drew/defined a close range of measurements for the cutouts so we could get the general dimensions of the kitchen size and approximate locations of where each appliance would be installed (see plan attached).  The plan attached has red arrows pointing to the area where we specify "**Owner to install appliances and make connections**".  The plan also states that the bbq structure paint is by owner "***Paint by Owner". 

  On the change orders (attached), highlighted in yellow, it explicitly states "**Does not include appliances or install/hookup of appliances". 

  Again, on the change orders (attached), highlighted in yellow, it states does not include "Paint on Stucco".  We typically never provide painting as a service.  Stucco can sometimes take weeks to cure out before paint can be applied and we don't have anyone internally that's a designated painter.  If we hired a subcontractor to go out weeks later, there would be job cost minimums that would make the small amount of work very expensive.

  To provide the best service possible and to help the client, our superintendent and coordinator had made several calls to flame connection to try to push the delivery and install time frame.  

  We have (1) item remaining yet to be complete.  The pool controller had to be moved that was attached to the house and it had left screw holes after the move.  We can have this repaired by Wednesday of next week if this is ok with the client? 

  The clients are paid in full.  We have been trying to HELP them with these complaint items however they were never our responsibility.  We will continue to attempt to help them make progress with the items that are not our responsibility.  We will of course uphold all of our warranties. 

   

  Thank you for your time,

• Initial Complaint

  11/23/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Omni requested an additional $33,332.26 + an additional unapproved amount of $955.80 for coping bar which was supposed to be included in our original pricing. This $33,332.26 payment installment was to be paid once decking (which includes pergola and firepit, pergola footers, footers wrapped in stack stone) was completed. We advised we would not pay this amount in full and instead offered $20,000 with a remaining balance of $25,413.19 out of the total $123,939.25, as the Pergola, Pergola Footings, stacked stone on footings, firepit are not completed. We also only have initial plumbing/electrical, shotcrete and waterline tile in our pool. Thus, a great deal of our project remains to be completed and yet they want all but $12K, which they want on or before 12/1/2021 (ie, they want payment in full of $123,939 by 12/1/21) for a project no way near completed. They only recently ordered the Pergola, which should have been ordered eight months ago, and now they have no ETA on completion/installation of Pergola or Footings wrapped. When we told them we cannot pay them the full amount until Pergola, etc is complete, and instead offered them a more than fair additional $20K, they stopped work and cancelled our interior pool work which was scheduled to begin on Dec 1, 2021--resulting in complete abandonment. They have since ignored our voicemail messages, calls and text messages. In general, this entire project has been very difficult, slow, they have not returned calls with our questions, said subcontractors would be out and yet the were "no shows" often not even coming out for weeks, yet that wait at our doorstep for payment. Of which we have paid promptly every time, until now. We ask that Omni resume full construction on our pool and complete interior of pool and do not bill us in full until Pergola, etc is complete. Please note, all installments have been paid to date and at time of completion of staged project. The project may takes months still.

  Customer response

  12/01/2021

  Hello Chalsea,

  
  

  I just wanted to let you know that we have reached an agreeable compromise with Omni Pools and they have resumed work on our pool.

  
  

  Please consider this case resolved and closed.

  
  

  Thank you for all you do and all your help in protecting consumers.

  
  

  Sincerely,

  
  

  *** *** ***** *****

• Initial Complaint

  11/04/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We paid Omni Pools their final payment on September 10th. We had reservations about paying before they completed everything but they would not finish our pool's interior unless they had our full payment so we agreed on what items needed completing and gave them the money. The items were: Replacing the dead plants in our landscaping, Switching a brown and a white tile on our walkway where the pattern was messed up, Replacing a landscaping light, Providing some additional pavers, and Cleaning up the water leveler float hole. It has been almost two months and although we have contacted them numerous times, we still are waiting for these things to be done. More than once we were told this would be taken care of on this or that date but no one ever shows.

  Business response

  11/10/2021

  Hello, 

  We completed the Currans pool in the middle of September.  The items listed in the complaint are valid and were a part of our punch-list after job was considered substantially complete and as warranty items.  We have about 40 pools in punch-list status currently and have had a hard time getting to them because of labor issues.  As a result of these punch-lists and warranty items (for all of our pools) are so delayed, we have recently hired additional help, however the new employees wont have the proper training until early December.  
  

  We moved the Currans up on our scheduled list and we were able to complete just about all the items noted in their complaint; I'm waiting on a confirmation that all items are done.  

  Assuming they are able to see this message, im leaving my email and phone number in the case that they ever have issues with communication with anyone in our company again. 

   

  Sincerely, 

  ***** *****

  ###-###-####

  *****@omnipoolbuilders.com

  *****@omnipoolbuilders.com

  Customer response

  11/10/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16095027, 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.  To update everyone, including *****, the work is not completed yet but some progress has been made.  I will respond back positively when all the items on the list have been completed.
  
  Regards,
  
  *** ******
  
   
  

• Initial Complaint

  07/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 20,2021 Omni pools started work on my pool to fill it in. I signed a contract and paid half down $4275.00 at that time .Friday July 25, 2021 I came home and noticed my pool pump and filter was gone after they had done work that day. I asked **** ****** the project manager where my equipment was and he said they took it away. It was not in the contract to take it away. He said the shell of the filter was cracked, it was not. Then he informed me the pump that was only 18 months old was damaged when they put it on their truck. He said something fell on it. I told him prior to the work that I would be selling the pump and filter for $2200.00.Omni pools offered me $2000.00. I am not happy about that offer because I would be getting more. We have been going back and forth with no agreement.They took my equipment without my consent. They also refuse to level out and area where they dumped rocks after **** told me this would be done.

  Customer response

  07/27/2021

  I just filed a complaint case # 15693256. In the complaint I put in the wrong months, all the July dates should be June dates.Sorry for the mistake.

  Sent from ******** * ******

  Business response

  08/19/2021

  Typically with with our pool demolition service we remove all equipment and level off that part of the yard.  The equipment was removed because its our typical procedure and because it appeared damaged.  After the client voiced her complaint about the removal, we acknowledged her concerns and issues with it being removed and we wanted to make the situation right.  She had asked for $2200 and we explained that the equipment only if brand new could be worth the amount she was requesting so we offered her $2,000.  For a brand new Intelliflo pump and a 420sf Cartridge Filter we could get both for $1937.74 (see attached proof of these costs).  We felt she was trying to take advantage of the situation since both pieces of equipment were already disposed of.  Since then, in an attempt to resolve the situation, we have offered to give her the full $2,200 she requested with no reply from the client.  There is still a balance owed of $4,275.00 (not including discount). 

  As for the area the client wanted leveled off and is claiming it was not complete.  The area in question, the client asked if we could level it off as a favor and it was not apart of the contract or any verbal agreement.  **** (the project manager) explained to her that we would be happy to level it off if we had extra material from the pool fill-in.  We did not have extra material and therefore we were not able to fill it in / level it off. 

  
  

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