ComplaintsforGeremia Pools

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did work on the swimming pool for an apartment building I own at *********************************************************************. It was for about $49,000, which I paid.It is a commercial pool and for the handrail over the steps in, I told them not to remove it, They did remove it, and replaced it with a handle that is attached to the bottom step. That prevents my Pool Sweep from cleaning the pool! I spoke with them for about a month to replace it with the normal, everyday, perfectly acceptable grab rail that is not attached to the bottom step, they refused! So, I bought a new acceptable stainless steel handle and will pay my handyman to install it. I just ordered the handrail from Amazon, $175.11. The handyman will install it next week, about $150

  

  Business response

  09/07/2023

  Good day,

  Our professional and licensed sales person in charge of this job explained all of the circumstances to ************ prior to beginning the work and with a vast knowledge of laws, regulations and rules in which we *must abide by* to do the job correctly and to follow the laws.

  The following was an email response to this customer (who also left a negative yelp review as well as emailed in) prior to allowing us to respond and explain yet again the reasons for our actions and why the customer signed the contract including and explaining all of this work. 
  
  *****Our office forwarded to me your 'customer comment' regarding the pool hand rail.
  
  The reason we changed the handrail is because the one that was there No longer met current code because we had to increase the size of the step treads to bring them up to current code.  In doing so, the old handrail would no longer work.  I would have never sold you a new handrail if it had not been necessary.  The health department specifically made a note on the permit that the handrail would be checked.
  
  If you change it to a droop style, it probably will also not meet code - most do not.  Please see the attached diagram and page from the CA Health and Safety Code Handbook.  The height of the hand rail at the pool edge, at each step edge and at the bottom step MUST be between 28" and 36"high to meet code.
  
  If you change the handrail, please make sure it meets these specifications.  I will notify the health department that you are changing the handrail again so they know it is not part of the work we did if there is an issue in the future.*****
  
  The customer decided to change the handrail on their own after and we have notified the health department of this illegal change that was made.

  Customer response

  09/07/2023

  I am rejecting this response because: The handrail that they installed was attached to the bottom step, thus making my Pool Sweep, the cleaning tool to the pool bottom and sides, impossible to operate. I tried it, on the first few minutes of cleaning, it swept around that guardrail where it is attached to to bottom of the pool! The pressure hose wrapped around it!

  I cannot even imagine how they would install anything that prevents cleaning! But they did. I replaced it.

   

   

   

   

   

  
  

  

  Business response

  09/08/2023

  ************,

  We installed the rail per contract and according to local laws and national pool codes. 
  What you have installed after our work was completed, is not up to code. 

   

  Customer response

  09/11/2023

  I am rejecting this response because:

  Yes the one I installed, after removing your totally incompetent one, is up to code. Geremia should be closed down for 'lack of ability and knowledge.' 

  Also, after calling and writing Geremia about a dozen times about another matter, and Geremia never even responding, no calls back other than from ****** who said a ******* would call me, I fixed another problem myself.

  How Geremia stays in business is beyond me. Worthless thieves.

  
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Geremia Pools installed a pool in our backyard and the project has yet to be complete. We received an email in November 2022 indicating that they intended to come back and fix all outstanding punch list items and we have not heard from them again. There are a number of outstanding items that we were informed would be fixed due to error by their employees that have not been fixed. They disappeared once inspection was final despite telling us repeatedly that they would finish the work. Their team members were rude and insulting to our family to a point where they scared our special needs children and we had to ask that certain employees would not come back to our home due to our children's fear of them. There was construction waste left all over our backyard that we had to clean up to protect our family after months of them refusing to come and clean up the left over rebar and garbage that their team left. We have black spray paint on the side of our house due to their employee spray painting a pipe without properly protecting our house from overspray. We have stains on our new concrete deck that we were told would be cleaned off, the trim for the tile was poorly done and we were told the gaps in the trim would be repaired. Since they are not coming back, we are open to reimbursement in the amount it will take us to hire other professionals to complete the job for them.

  

  Business response

  07/13/2023

  Good morning,

  We have contacted the customer to let them know their concerns are valid and we wish to resolve them swiftly.  We have scheduled one of our top employees to be dispatched on Friday to help begin the resolution to this matter.  The customer was receptive and willing to allow us to make it right for them.

  We want to resolve any and all issues and concerns with our past, current and future clients.
  Please let me know if we can be of further assistance.

  Sincerely,

  **** Del ******

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original **** Geremia pool. Remodel started 2/18/22 "completed" 5/26/22. Over the summer, there were a number of small issues which followed similar warranty service patterns. Problem reports are not acknowledged but eventually someone randomly "looks at it". This scheduling unknown is frustrating.During remodel, Geremia was to pressure test for them to choose to reuse existing Geremia piping.A month of "curing", 6/26/2022, I reported a section of the new concrete by the new spa jets had cracked by the new skimmer box. This happens when the soil under shifted due to moisture. The only source of moisture is the pool. I also told Landscaping at the time the newly resurfaced spa had some discoloration, sunken step tiles, and he suggested another acid wash would be necessary. This was not done.Over time, I have reported pool leaking over email with pictures to main office or directly to Service at least once a month after that. Using the "bucket test", the bucket has always contained more water ranging from 1/4" to 1.5" a day.Engineer visited 11/9/22. I showed the concrete deck crack, the spa discoloration, sunken step tiles, new spa jets not working, and he also mentioned need for a new acid wash, and also told him about the bucket test and obvious leak.A week later Service came by again to dig by the auto valves and found nothing and said this is a landscaping job.One contact on 1/23/23 and a follow up 2/6/23 both asking again when landscaping is to come by to fix the leak. 2/14/23 a guy came to leak detect and found a leak behind the spa by the new skimmer box at the concrete deck crack. He marked with two Xs.I would like to resolve all leaks and complete the resurfacing I have repeatedly asked for since July 2022. Last ping was 3/21/23. I am frustrated at the radio silence and no plan of action. If they will not honor their pressure testing and remodel work, I would like a partial refund so someone else can finish the project at cost.

  

  Business response

  06/22/2023

  Good morning!
  
  Thank you for your time on the phone this morning and in discussing how this change in ownership has been challenging. However, we are working to improve this.
  
  I just wanted to touch base with you regarding the Quan complaint with the BBB.
  We are going to contact the Quans attorney today and cut a check to pay for their expenses in resolving their issues.
  Happy customers are what we want and we are willing and wanting to go to great lengths to make this happen.
  
  Furthermore, Geremia Pools would like to renew our 1 year contract with the BBB.
  
  Please let me know what is needed on my end to make this happen.
  
  Thank you!!

  Customer response

  06/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern.  I will accept the reimbursement for the third party leak repair I had to commisison on my own.

  In light of announced Geremia ownership change, I would like some guarantees that the other remaining warranties will be honored.  For example as I had mentioned in the original complaint, PebbleTech warranty that deals with the structural integrity and visual issues in the spa (sunken tiles, discoloration in application).

  As PebbleTech has noted to me, only the installer is capable of honoring any PebbleTech warranties.

  
  

  Customer response

  09/13/2023

  I am rejecting this response because:

  Please reopen cid ******** per the message in the duplicate complaint:
  
  In regards to closed BBB complaint 6/22/23, Geremia indicated agreeing to reimburse me of $4441.76. I have not received any correspondence of this agreement these 11 weeks. The last attempt at communication regarding this issue was 8/24/23.
  

  
  

  
  

  

  Business response

  10/02/2023

  ************,

  We will be issuing you a check for the reimbursement of your fees this Friday for leak detection and repair.

  Thank you for your business and we wish you All the best!

  - Geremia Pools!

  Customer response

  10/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  I have received the reimbursement check at the value discussed.  I consider this issue completed.

  
  

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I HIRED THEM TO DO A REMODEL ON MY ***** LESS THEN 2 YEARS LATER I WAS NOTIFIED BY THE WATER COMPANY I WAS ****ING A LARGE AMOUT OF WATER. THE **** WAS IN THE STRUCTURE OF THE ***** GEREMIA SENT SOMEONE OUT AND PATCHED IT BUT THE **** SHORTLY CAME BACK. I HAVE CALLED AND TEXTED AND EMAILED AND NOTHING.

  

  Business response

  11/30/2021

  My apologies for the late response. I was out with covid and yesterday was my first day back to work. We did not build this pool so there is no warranty on the structure.

  As a courtesy, Geremia patched an area that cracked after the re-model. If this has opened up again there is ground movement in the yard.  If there was a crack after we stripped the plaster we would have prepared a quote to do the  repair and made the repair at that time.  We are happy to make the repair again at our cost, but of course this  

  may not be permanent.  We recommend a soil engineer to check the yard.

   

  Regards,

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

  Geremia Pools and Landscape

  Since 1922

  Customer response

  12/01/2021

  I am rejecting this response because:In the pictures I sent it shows at the time of remodel were they marked the crack with orange paint. I asked the contractor about it and he (**** Geremia) stated it was a crack and would be addressed later. I assumed it was caused by the ********************* during demo and was normal. Once the city notified me their records showed I was leaking water.  I called ***** and sent my pictures to her, she apologized, accepted responsibility and sent someone to repair it. They were supposed to do a leak check and replaster the crack but never returned. If ***** is recommending a soil engineer, thats something I would have like to have know before I spent 30k+ on a remodel that will not hold water. They neglected to fix the crack at the time and someone was aware of it. Just poor job management on their part. I do not know the steps to take to remodel a poolthats why I hired them. ****
  

  

  Business response

  12/14/2021

  Geremia Pools is willing to do another repair to Mr. ********* pool.  I believe I mentioned that our network and archives were attacked with ransomware and it has taken me some time to gather information on the project.  When the pool was prepped for re-plaster a crack was found and repaired.  This will be the second time a repair has been made.  The original repair was not documented with an additional charge.  On this next repair we will open the crack and determine if this is a structural issue and we will show ******************** our findings and he can determine what he will do moving forward.

   

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

  Geremia Pools and Landscaping

  Since 1922

   

   

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Geremia built a pool on my property this year finishing in late July. As the project closed I put together a punch list for final quality issues to be fixed. A worker was sent out to resolve the issues however he indicated he himself could not deal with some of the more skill requiring items and that a team would need to be sent. For about 2 months I followed up with the project manager to send out a team to resolve the issues with limited responses. In the second half of September I started a warranty discussion with the warranty manager, giving detailed descriptions of the issues and requesting resolution. I began texting daily to request timing of a team being sent until this week with only one response, which did not indicate a date for resolution of the issues.With all change orders included the project was more than $70k. I am still waiting on a resolution from the company.

  

  Business response

  12/22/2021

  We are reaching out to the customer to address these issues.

  
  

  Customer response

  01/03/2022

  I am rejecting this response because:

   

  Hello, this is in regards to a recent email I received indicating that this complaint, #********, was closed. I missed the email from a week ago, indicating the company had responded, because of holiday travel and did not have a chance to respond to it. The company is in the process of fixing the issues however they are not finished yet. If possible could you please reopen this complaint until the work is completed?
  
  
    Thank you,
    ****
  

  
  

  
  

  Customer response

  01/17/2022

  Please close this complaint. The company has resolved our issues and completed the work recently. Thank you.

• Initial Complaint

  05/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last year I got a inground pool installed at my house approx value 60k, after finishing all work I saw streaks/stains along side and on the steps of the pool not very pretty and was brought to the attention of the person in charge he stated they would go away .know on my second year and streaks/stains are still there after several calls and text messages.I got hold of the company they came over once and acid pressure washed the pool , they were able to remove some but not all stains/streaks since then I got hold of the owner Rob and saw for him self the issue he said that those streaks were not a problem and that he would send someone again to do a second acid wash .I've been calling and texting them and had no response back it's been very frustrating to deal with them . I did a second opinion from pool person who stated those streaks were not normal and were cause by material .at this moment I'm not asking to redo the hole pool just remove the streaks..

  

  Business response

  06/08/2021

  Geremia Pools has responded to Mr. ******** and we have reached an agreement.  

  Customer response

  06/10/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

*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. ↩