ComplaintsforParadise Pools By Design

• Initial Complaint

  11/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We built a pool with them 3 years ago, and also hired them to service the pool weekly. For the last 8 months, it's been nothing but nightmare to deal with them. Everything started breaking down, pool lights stopped working one by one because they were not installed correctly, pumps stopped working, salt cell stopped working, remote control equipment went down. Their own pool cleaner cannot do his job because nothing works, pool has been green for months, we have not used our spa for 6 months. We call and text them weekly, they promise to fix things and never do. We even had to go to their office and confront them. When they actually show up, they fix one thing but break another, last time they wired things wrong and everything completely went down. Another time they came by to fix one pump and when they left, both pumps didn't work. They keep lying that replacement parts are not available because they are just waiting for equipment warranties to expire, when in fact other local pool contractors have everything in stock. Their communication is the worst and their manager and techs are clueless.

  

  Business response

  11/30/2022

  Business Response /* (1000, 5, 2022/11/11) */ Our owner has spoken with this customer we are going to take care of all issues. The homeowner is happy. Consumer Response /* (2000, 7, 2022/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business responded right away. It turned out that the business owner was unaware of the issues. As soon as he found out about the problems, he called me over the weekend, and committed to resolve everything this week. I believe that all issues will be resolved now. Thanks!

• Initial Complaint

  08/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We signed a contract for a pool in September 2020 with an estimated completion of February 2021. We noted that the sales rep repeatedly bragged he had sold 4x as many pools in 6 months than prior to COVID. After signing it took several phone calls through late November simply to get them to show up. Once they did there were frequent delays and lack of supervision of their team, often the excuse being that they had, "no control over the subcontractors" (exact words from the Project Mgr). Damages were done bybtheir crews to my neighbor's yard which the contractor never acknowledged nor apologized for. Materials and large piles of dirt/sand were left in our front yard in violation of our HOA. They refused to continue work in violation of the contract unless we made an installment early, insisting that thry would immediately fix any issues. Now they are nowehere to be found and claim to not know of any remaining issues. They don't communicate at all, nobody shows up to finish the job.

  

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/02) */ First let me start by saying we do not like to hear that communication was poor during the build time. That is something we constantly talk about with our job superintendents. We are constantly calling customer and that includes our owners trying to explain the challenges that is affecting ALL industries but especially the construction industry. While trying to operate during a world wide Covid pandemic has cause shut downs of manufactures and has cause shortages of all products. So the build time has been much longer than normal this is something we have no control over. So as far as damage being done to the neighbors property I believe it has been fix if we have missed something it will be taken care of. All pool contracts have a payment schedule that is followed. We have been out multiple time after we plastered the pool to make adjustments and we will continue to do so. On Monday 9-30-2021 Ryan H****** meet with the home owners to go over a few things that needed to be done. On 9-1-2021 I had one of our service techs out to complete several items. There are still a couple of items that need to be addressed and they will be taken care of. I understand the frustration and will do our best to get these items wrapped up as soon as we can.

• Initial Complaint

  05/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filling a complaint against Paradise Pools by Design of Altamonte Springs(contractor).I agreed to build a swimming pool at my house *** ******** *** ****** ***** July 20,2020. This project has been ongoing since then and is behind the 4-5 month completion schedule given. The contractor has fallen below the acceptable standard of practice on several levels. First of all the project is extremely delayed. The contractor has not clearly delineated a schedule of work and or completion. I have been repeatedly given completion dates starting in February, which have not been met. There have been many errors and evidence of poor quality, diligence , and professionalism over the course of the construction project.

  

  Business response

  06/29/2021

  Business Response /* (1000, 8, 2021/06/02) */ I completely understand the frustration when it comes to today's "pool build" timelines... However, No-one could predict the challenges we would face due to the covid-19 pandemic... The shortage of materials, labor and all the restrictions have made it next to impossible to hit our desired timeframes. I have spoken Mr. ***** and we have done everything possible to complete this project within a reasonable time frame. I have even gone the extra mile and provided fencing to pass pool code at our expense. I also plan on maintaining the pool for as long as possible so that the client does not have to rush into finding a maintence company. Here at Paradise, we will always be available to solve any issue that arises. However, todays pool builds are just taking a lot longer than anyone wants to see. water was just put in the pool and he should be up and running this week. Consumer Response /* (3000, 10, 2021/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) There remain many in completed items that paradise pools has yet to complete or fix. They have not repaired the water drainage site that they damaged, as well as the concrete spa heater pad that they damaged. They have not removed all the hoses and unused pipes that still litter my property. They have not completed the tile work on my pool pillars. They have not repaired two cracked tiles on my deck. Although they have been nice, the work has not been completed. I am at nearly the year mark since this project started and I am very frustrated. I have been wanting to put my house up for sale since April but am unable to do so until they complete the job. Business Response /* (4000, 12, 2021/06/17) */ We completed all punch list items on Wednesday 6-17-2021.Mr. ***** was there to make sure the work was done.

*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. ↩