ComplaintsforNew Image Pools & Spas, Inc.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company was hired to do a pool for our home. We paid a deposit of $8,000 to the contractor to get everything started. At first there was constant communication with the contractor and zero issues. The contractor submitted the permits and we kept being told the delays were with the city permit taking longer than expected. Upon checking, we noticed the permit had been approved and began calling the contractor with zero response. We have been trying to reach out to them non stop, sending emails, leaving voicemails, even having our lawyer send emails. We ended up having to hire another company to do the work. We are requesting a fulll refund for the breach.

  

  Business response

  04/24/2023

  This complaint is not the complete story. The contract was signed on 12/07/2020. This was in the midst of the covid epidemic. The plans were submitted to the ***************** on 2/11/2021.Some cities were hardly working, and if so, it was with minimal staff. The permit was ultimately issued on 5/12/2020. At that point we were operating on a 3 to 4 month wait time on pool excavations. The customer had started the process of removing the *** power lines from above the proposed pool shortly after signing the contract. Like everything else during this timeframe, it took a long time. Finally, on 8/5/2020 the power line issue had been resolved. During these 8 months, all prices had increased, in some cases, almost double. Concrete, steel, PVC, pumps, filters, fuel, and basically everything had tremendously increased. On 8/26/2021 I advised the customer that there was no way to build his project for the price from 8 months prior and sent him a revised price. I also let him know that he was on the excavation schedule for 10/12/21. He did not respond to the price increase but complained about not getting started sooner. On 9/22/2021 I emailed again about getting a signature for the price increase in order to keep him on the schedule. The customer balked at signing the price increase and went on to hire another contractor, which we had to help facilitate the change of contractor. The deposit that was given was used to get to the point of excavation scheduling. We had numerous expenses over the 8-month period, ranging from sales/ design commissions, administrative work, engineered plans, permit running, and city permit fees. This situation occurred quite a bit during that unprecedented period. The 10% deposit did not completely cover the costs accumulated during the eight months.

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