Complaints

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• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair 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.

  We signed with *** late May of 2024 after failed permits and 3 plus months of engineering they finally broke ground in late October. No supervision on site from ***. The licensed contractor will not speak to us after numerous requests.. ********** gentlemen are all we can speak to. When we have questions, they say they have to call ***** the licensed contractor who never gets back to us. Because there is no supervision on site there has been failure after failure of inspections and poor quality work from the subcontractors, they hire. Ground wire had been covered with concrete. Pavers were hit, the screen enclosure failed a couple times, gutters leaking, electrical has failed now three times and still not resolved. ********** guys rely on us to speak to the subcontractors and reply back to *** like were the contractor. We asked them to call us when subcontractors are coming they dont, people just showing up in our yard without warning. It is now March 2025 and still no pool. We feel he was inexperienced and did not tell us that at signing of contract. Also, I fear complications may arise later because of it. This pool has taken far to long with to many delays and failures and still no end in sight.

  Business Response

  Date: 10/23/2025

  We appreciate the opportunity to respond and would like to clarify the details of your project.
  The permitting and engineering process can be lengthy due to city/county backlog and compliance with strict Florida Building Code requirements. Our team began construction in after the permit was officially approved.
  Throughout construction, our office maintained consistent communication by phone and email to provide updates and coordinate with subcontractors. While our licensed contractor may not always be available immediately by phone, he reviews all project updates daily and approves field progress through the project management team.
  Regarding the items you mentioned:
  -The ground wire issue was corrected immediately and passed inspection.
  -The screen enclosure and gutter adjustments were completed in compliance with code.
  -The electrical inspections were ultimately approved after corrections required by the city inspector, which is part of standard construction compliance.
  Subcontractors are scheduled based on permit stage and inspection clearance. Due to overlapping trades, some crews may arrive while you are not present, which is normal during active construction.
  We also want to note that during one site visit, a member of our team was bitten by your dog, which required medical attention. Despite this safety concern, our team continued to work professionally
  Your pool was constructed and finalized per code compliance, passing all required inspections. While we understand delays are frustrating, every step was taken to ensure quality, safety, and adherence to Florida Building Code.
  All work was completed according to the approved plans and applicable standards.
  Sincerely,
  KSP Home Solutions