ComplaintsforIntercoastal Pool & Spa Builders, Inc.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved into a new house with a newly-constructed pool by Intercoastal Pools June 24, 2021. Shortly afterwards, the pavers around my pool started to sink. By Spring of 2022, I had to have Intercoastal Pools repair the damage. They sent someone out to lift the pavers, add more fill sand, and replace the pavers. Once again, shortly thereafter, the pavers started sinking again. On October 4, 2022, my wife called Intercoastal Pools about the 2 foot chasm in the pool deck that had developed right outside our back door. At this point, 45% of the pool deck is sinking, with huge holes in the deck and uneven pavers, causing a serious safety hazard and leaving the pool and lanai unusable. On 10/12/22, Mike from Intercoastal Pools came out to assess the damage. He said all data and other info was sent to the paver company, and that we should hear from the paver company. WE HAVE NOT HEARD FROM THE PAVER COMPANY! My wife has called Intercoastal Pools twice looking for information, only to get run around. I had a contract with Intercoastal Pools, NOT some unnamed paver company! I feel like I'm being put off to the 'maybe we'll get there, someday' list. Looking for an attorney...

  

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/10/20) */ Good afternoon Mr. ***** We have been in contact with the paver company they will be calling you within the next 24 hours and giving a definite date to repair the pavers. They told our construction manager that they had scheduled you for this coming Monday or Tuesday the latest. Construction manager Mike T**** or the construction assistant will follow up tomorrow with them to make sure contact and appointment has been scheduled with you. I apologize for the delay in handling this and can assure you it will be done. Consumer Response /* (3000, 7, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Paver guy came out this morning, looked at the pool deck, shook his head and said it all needs to be replaced. He said he'd call "the company", got in his truck, and was gone in under 10 minutes!!! No resolution to my problem. Business Response /* (4000, 9, 2022/10/25) */ Our team has been informing Carol M***** please read below as of this morning 10/25/2022 Oh, ok. Keep me informed! Thanks! Carol M***** Sent from my iPhone On Oct 25, 2022, at 9:06 AM, Brett A**** We had to put our eyes on it first to see if we needed materials for the repair. I will follow up with Henry to get a game plan on getting it completed. Brett A**** General Manager Alliance Pavers of Brevard Consumer Response /* (2000, 11, 2022/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Pavers came out on Thursday, filled and compacted the holes, and relaid the pavers.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/16/2021 I paid Intercoastal Pools $6,995 towards the building of a pool for a total of $69,950.00 . I provided a land survey which I left at their office and gave their rep., Kevin, the pool dimensions via email.To date, no one from the company has ever been to my home and a permit has not been filed. No one from the company has initiated any communication with me in many months. I recently emailed Kevin to to let him know that I am no longer interested in using his company and want my money returned. He then greatly exaggerated the amount of work that was provided for my rectangular (on file) pool. According to the company, a contract is not executed until excavation begins. A minimal amount of consideration and effort has been provided to me.

  

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/07/07) */ Good afternoon *******, I have uploaded many email conversations between you and Kevin about your pool, designs, changes etc. from November 17,2021 to June 17,2022. The contract was signed November 16,2021. This does not include any phone conversations or text message from December to June, 2022 in that time frame with him. Change 1:After contract you requested to move the pool prior to engineering this was done and emailed to you for approval. Change 2: You requested a complete revision to engineering to delete the pool and change to a spa Change 3; Revisions to the spa Change 4: Requested to go back to the original pool plan this was signed by you in April which was the final plan to be turned in to the office for final engineering and permitting. Change 5: Added a infloor system I know the neighbor who signed 6+ months ahead of you is being built now. You were frustrated that we could not do yours at the same time. We do not build without a permit. Multiple revisions caused the delay in obtaining the permit. Please be advised your contract has everything in it that has been discussed about start date at excavation. You were also verbally told by Kevin about this extended build time prior to excavation. We are more than willing to build your pool but you have to wait in line as we have done with other customers based on signed contract dates. This is a fair and ethical approach as we are a very reputable swimming pool builder. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response is falsely exaggerated. The original pool design was never changed just moved from the back of the lanai to the side of the lanai due to Pinida Cswy being built behind my home. Kevin suggested a spa and sent me 1 diagram which I was not interested in - there were no revisions. What he is suggesting about time spent on the design of the pool is provided for free by all of the pool companies as an initial first design. A minimal amount of work went into my dealings with Kevin in his communications and design, no engineering was utilized. No flooring system was ever added to the design or the contract. I was never provided with a start date and am no longer interested in working with this company. No permit was ever applied for by the company and no one visited the site. Very poor response and communications. Business Response /* (4000, 9, 2022/07/13) */ I have previously attached all email communication paperwork, contract and will not get into another argument about lack of communication and what has been done up to this point. We are constantly working on clients files from the first point of contact. Please read your legal signed contract both front and back that shows our obligations and the homeowners as well. Consumer Response /* (4200, 11, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, the rersponse is greatly exaggerated. In addition to the emails, I only spoke on the phone with Kevin twice. Kevin suggested a spa and then sent me a picture which I never had any input into and was not interersted in. Engineering never came into play with this for the 2-3 day period that his suggestion occurred. This was my first and only phone conversation with Kevin. I had called him a month previously about doubts with the pool and did not receive a call back and had no communication from him. The pool heating system was never added to the design of the pool and engineering was not involved. It was only on a piece of paper. The frustration that Kevin claims I have because of my neighbor's pool being built is simply ridiculous. My frustration is not only with the lack of communication with Kevin but more importantly, with the pool not going forward to the engineering dept. not obtaining a permit, and the long timeframe of nothing being done by Coastal Pools. At some point, I should have received a start date which I never did. Once the permit is obtained it takes another 6 months for the pool to be built according to Kevin. This is not acceptable to be under a contract with no beginning and no end date. This expectation by Intercoastal is ridiculous for me the consumer. I have lost all faith in the company and want my deposit refunded. Business Response /* (4000, 14, 2022/07/21) */ Mrs. ************ Please read the back side of your contract which you signed. Specifically paragraph number 10. Intercoastal Pools has put in a lot of time but you do not see any "behind the scenes" of time that has been put into every job once a contract has been signed, this includes yours as well. I am not going to keep arguing with you as you think a company does not have costs involved. Consumer Response /* (4200, 16, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is false and there is no reesolution. No site visit was ever made, a permit was never filed, a begin date and and end date has never been provided and in this process I was told by Kevin in his response that "I was frustrated and should wait in Line". Minimal effort went into the pool sketch and the work performed by Intercoastal Pools. I will no longer participate in this futile effort and will move forward with obtaining a refund.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contracted Intercoastal Pool and Spa in Sept, 2020. Expected completion, June 2021. STILL incomplete. Business owner refuses to communicate direct. Will not share direct number or email address. Business stated ALL communication must be via email. Office will not put calls through. Business owner called me, and said 'I doubt you will get anyone to look after your pool because you are so ridiculous' and 'I want done with you' I have time lapse video and photos of the entire build clearly showing all the mistakes. 1st, 2nd, 3rd, and sometimes 4th attempts to repair terrible work. Numerous emails that show them caught out telling lies. Using Intercoastal was a bad decision. I just want to close out with them and move on, but they ignore me on the final four issues. I have tried to amicably resolve. Perhaps BBB can mediate in these four matters. * Left with an inferior build quality - not the new pool I paid for. 100% due to an enormous amount of corrective work being required, after repeated bad work by Intercoastal employees and contractors. *Completion of work not happened - and will NOT now be completed by Intercoastal crew. Every time they come out, they cause more issues. I am done with their contractors. I need compensating to get all required outstanding work completed either myself, or with an alternative contractor. *Require compensation for amount of time I have had to spend arguing with Intercoastal by email. This runs into hundreds of hours now. All I had on this is 'You are not getting any compensation Tom has told you that *Require compensation for all of the stress they caused me. I have dealt with name calling and abuse by the business owner, and the combative attitude in business communications from other senior management, and a refusal to accept responsibility for all of their terrible work. My pool has been empty and filled THREE times because of their incompetence - each time flooding my neighbors yard for days, causing aggravation there.

  

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/29) */ The contract states that the timeframe begins when we start excavation, not from day of contract. (Pandemic delays on labor and material supply chain issue have been and cur****ly still a major factor in the pool industry), his contract time frame from excavation was 12 to 18 weeks. The excavation was done 6/11/2021, job delayed by homeowner has requested he had to go out of the country for a family matter to attend to. The job started back up when they returned approximately 5-6 week delayed timeframe. The pool interior finish done 12/3/21 and fired up the week of December 10,2021 He states we left the warranty work as was agreed upon here is his email confirming this is not true we are not allowed back onto his property (with this in mind he has potentially voided Intercoastal warranties that are in place): Email: From: ****** and***** Sent: Wednesday, April 27, 2022 9:05 AM To: Subject: RE: Outstanding Items Nothing surprises me any more with your incompetence. I have requested extremely clearly that you cancel your contractors scheduled for May 9th - and here you are now saying they will be as agreed. Can you read? I do not want any more Intercoastal employees or contractors near my property. Please confirm that you understand that." We have made numerous attempts with this client to resolve any warranty issues. The concrete company manufacture owner was onsite with the homeowner. He did a sounding test to the deck and it had a solid rating. The normal industry standard hairline crack, which we have repaired to industry standards. As a courtesy we extended the deck warranty to ease the customers mind. The interior finish staining was due to the homeowners yard condition and he was installing his own sprinkler system. Intercoastal has completed the job according to pool industry state standards. The homeowner and all their guests have been swimming and utilizing the pool for months (other than the days we have been out to accomplish any warranty tasks). He has audio recorded employees and subcontractors without their consent and knowledge (Intercoastal found out about this through one of the homeowners emails). A meeting was scheduled with the homeowners onsite with the owner and Thomas A******, Chris A******, Michael T**** were present. Chris A****** spoke up and said absolutely not as he spoke with his attorney the homeowner said he was using it for his own notes and proceeded to tape. This is a felony without consent by all parties involved, Under Fla. Stat. 934.03. We have obtained our legal counsel to be involved as he is trying to extort money from Intercoastal Pool and Spa Builders, Inc. (see below) We will be obtaining the State to handle the pool arbitration that is included in our contract as well. Partial Email (as he has made numerous attempts in numerous emails about giving them money for his suffering) dated: Thu 4/28/2022 12:56 PM Intercoastal REFUSE to do anything about these issues. I believe that you should be compensating me on the build quality somewhere between 10% and 20% of the total build cost. Let's see where it goes. Regards **** As I am writing this response, the homeowner has decided to once again email the following: RE: Outstanding ItemsFri 4/29/2022 12:04 PM Hello Wendy, Before you and Tom and Chris answer the four questions on the BBB case, which I understand you are now aware of, and before you state that you think it is all acceptable due to all of your carefully worded contract clauses... Please do feel free to let me know if you need any further information about all the other repairs to various other parts of my build which make the still unfinished product extremely poor quality. The below details that I provided yesterday are only about the screw ups on two items - the deck and the plaster...I think you already have a good idea just how many other screw ups, delays, and repairs there have been - but I am always happy to help if you need further information or clarification. Kindest regards **** We have numerous emails with interaction to this client. At this time all matters are in the hands of our attorney. Consumer Response /* (3000, 7, 2022/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not trying to 'extort' anyone. As clearly stated, desired outcome is partial refund of my fully paid balance, due to clearly inadequate work. I paid my final invoice in full even though extremely unhappy, because they threaten to cancel their customers warranties if the final balance is not paid in full. I am well within my rights to follow up on poor qaulity, and request a partial refund that reflects it. I paid for a brand new pool. I got a pool with a bunch of repairs and a threat to cancel warranties. Let's go into some detail on inadequate work: On plaster damage: Pool filled December 3rd. No filters were used. Water quality was poor. Intercoastal dropped the ball scheduling an electrician. I left town to deal with the death of my mother. My wife stayed back an extra week while they got attic space access to connect electrics to equipment pad. Electrics connected December 7th. Pool not fired up as they clearly state, until week of December 10th. Their own tech told us, quote "pretty much all the brown plaster staining happened the first week when there was no pump running and bad water with no chemicals". They had agreed to tend the pool twice per week whilst we were out of town. That never happened. They sent extremely suspicious looking logs (attached) with extra columns added to look like they came once per week - but actually proving they never came twice weekly as they had agreed. Those logs were sent on Intercoastal letter headed paper. Just before Christmas, having been very clearly told "no further work to happen while we are out of town" - they illegally trespassed on our property with heavy machinery to perform a woefully inadequate final grade, and so disturbing all ground and further adding sand to the pool, and worsening the already significant staining issues. When we returned early January, we immediately told them that final grade was woefully inadequate- there were steep embankments along pool edge because they had taken too much dirt - the yard was previously quite flat - and we also told them that the pool was stained. They admitted their inadequate grading, but it took them almost two months to re-deliver the two whole trucks of dirt they should not have removed, so they could do the final grade properly on 2-23. Only after that, could irrigation, sod and fencing even be considered. Who did the irrigation, long after the staining issues, is irrelevant! They also agreed an acid wash to fix the brown stains, as it was clearly their fault. Why else would they agree to fix it? They emptied the pool for the first acid wash then sent a quite incapable single Intercoastal employee to do the acid wash alone, nobody rinsing the acid off. He threw buckets of acid all along two walls 'etching' exactly where the acid landed. He never bothered to clean the other two walls, or tile trims etc that were supposed to be done. Pool was refilled without use of filters - again. Water green / brown and it took a chance visit by an unscheduled contractor to identify phosphates. Lies were told about the Intercoastal employee knowing how to test for phosphates - he told me he did not know - but a fraudulent photo was forwarded from the office - claiming to show he had tested on the day in question. The EXIF data showed it was from days later - once he knew how to do it. It took almost two weeks to get the water back to any kind of balance. At next site inspection, it was agreed that the etching and streaking caused by the first acid wash being done so badly, required a second acid wash to fix. Pool emptied again. 2 people did the second acid wash - as we had told Intercoastal it needs 2 to do it properly - they did not know before. Pool refilled - this time with hose filters - hooray! Again something Intercoastal had no idea to use until my neighbor suggested it to me. I told them we needed filters and one went to get some from the office! With filters, the water was crystal clear when refilled. Had Intercoastal done their job properly the first time, we would not have needed two acid washes. Photos taken as the pool was filled for a third time, and since, show that etching and streaking is still clearly visible. A neighbor - unprompted - asked us why we have a 'tie die' finish on our plaster. Our plaster is permanently damaged due to Intercoastals incompetence. INTERCOASTAL - You mentioned you contract small print states that some stains are acceptable. Can you confirm that the above cluster of errors, resulting in permanent plaster damage, is within your acceptable standards, and what your customers should expect from you? So onto the deck... They had four separate attempts at our deck, and wanted a 5th. It now consists of 13 thin layers: Attempt A. 1.Concrete deck forming. 2. Interior drywall mud was used for attempting to fill birdbath holes where water pooled on the new deck, then 3. Absolutely awfully done Acrylic 4. Paint 5. Paint. After this attempt, the texture was horrendous and uneven, birdbaths remained, there was a crack in the deck from the lawn to the pool edge three weeks after it was laid badly. It was January - not even hot yet - they said it was normal, and I quote 'it's Florida, your deck is going to crack, whether it is 3 weeks or 3 years' Attempt B. 6. Just skim the whole lot to cover up the mess and the crack!! Further layers 7. Re-acrylic 8.Paint 9.Paint. On this attempt, had left skim compound running over the cantilever in large clumps right arounf the pool, let it set hard - then just painted over it - I have pictures - a total mess. Birdbaths were still present too. They said they would come back and do it again. Attempt C. new layers : 10. Skim again. This time actually try to fill the birdbaths with the correct material - they actually used a screed - something I had to suggest. 11. Retexture whole deck. 12. Paint. 13. Paint. Attempt D. Come back a month later to finish mess left after attempt C. Fill pool with angle grinder dust. Throw cigarette ends everywhere. Miss the several of the spillages they were there to clean up. Splatter all the new sprinkler heads in paint. The deck drain is about 70% blocked with the six coats of paint and three coats of acrylic they have applied to my deck - because they did not bother to mask it - even after we told them we did not wanted it painted - they compensated us because they painted it - then these 'people' painted it twice further. You could not make this up! They wanted to come back again May 9th. I told them I did not want them near again - and for that, as they clearly state here in their response - they now want to now cancel all of my warranties. There, is you level of service from Intercoastal, right there. INTERCOASTAL - You quoted your contact small print, that cracks and water pooling is acceptable on your decks. Can you confirm that the above cluster of errors resulting in a deck consisting 13 thin layers, and pooling, is within your acceptable standards, and what your customers should expect from you? On the recording being a felony - just more lies. They can have their attorney quote all the statutes he likes, but it seems they lied to him as they have lied to me. So what REALLY happened at the on-site meeting referenced, 3-9-22, I clearly stated at the start that I was recording it on my phone, so we all knew where we stood (I have been lied to too many times by Intercoastal). In the recording, which I still have, NOBODY objected. Chris actually said, and I quote 'Fine, we just won't say anything' - that right there was the combative unhelpful attitude I mentioned previously, and the level of Intercoastal - clearly audible. 'We just won't say anything' - I assume was because they did not want to incriminate themselves further. Incidentally, I would be happy to produce that recording to a court of law. On the other recordings, an audio and video capable go-pro was mounted on an aluminum pole at the site - in full view - at the start of each day. As I mounted it, each day, the crew that day were clearly told I was recording the whole build from day one to the end. All crew could all see the camera clearly, knew it was recording, and none of them objected - not one - most of them said that was kind of a neat idea. What laws were broken there exactly? I already told Intercoastal I have no interest in further presenting those anyway - seems they are digging for a way out here. On the stress to my family, aggravation, rudeness, insults, hundreds of hours battling to get a usable pool delivered, yes, I asked to be compensated, because any reasonable organization should see the wrongs they have done and make it right. Intercoastal said, quote "again Intercoastal Pools will not pay any compensation, read the back of your contract specifically the section at the bottom for Arbitration and Hold Harmless." - seems they have contract small print for everything. They will not even apologize - let alone compensate. They are just despi Business Response /* (4000, 9, 2022/05/06) */ We will run out of room so I have taken the last sentence for replies: I got a pool with a bunch of repairs and a threat to cancel warranties. ..We have stated numerous times we will not be paying you any money. We have warranties in place to repair and you have thrown everyone off of your property per your email, as we were coming back on May 9th to finish the last complaints you had. Your warranties will stay in effect as we agreed upon. Pool filled December 3rd. No filters were used. Water quality was poor. ..When city water is used we never use filters to fill a pool. We have built numerous pools in your neighborhood and haven't seen the water quality after filling the pool as bad as it was at your home. You might want to have that looked at by a professional water quality company. Electrics connected December 7th. Pool not fired up as they clearly state, until week of December 10th. ..We did not drop the ball on the electrician. It is not unusual for the firing up of the equipment to take a week or so to happen after the pool starts to fill. Interior finish was done on 12/3/21 they started filling at that point. Fire up occurred the week of Dec. 10, 2021. The EXIF data showed it was from days later - once he knew how to do it. It took almost two weeks to get the water back to any kind of balance. ..You are speculating on a man who has been in the pool business, water chemistry knowledge, and does many foreclosed properties "green to clean" drain and acid washes over the last 26 years. We have pictures as well. He also took water sample from your outside tap and pool water to the local ************* pool store branch. We do not fake records on another company's letterhead. You have been swimming, we hired an outside pool maintenance company because you didn't trust us then accused us of throwing tadpoles in the pool. We then went down that same day to treat your pool. We would never do this to anyone, we cannot control frogs. Our plaster is permanently damaged due to Intercoastals incompetence. ..We have sent many responses back and forth about this, your interior finish is not ruined. It does not take two people to do an acid wash on your size pool. We sent two employees to try and satisfy you. what your customers should expect from you? ..We have sent a copy of the back page of the contract as we have emailed you these responses every time. We take care of our clients, you are no exception. Can you confirm that the above cluster of errors resulting in a deck consisting 13 thin layers, and pooling, is within your acceptable standards, and what your customers should expect from you? ..There is not 13 layers nor was there ever 13 layers after skim coat was applied, then spraycrete and 2 coats of paint applied when it was determined that the deck was not up to our standards. We took a grinder to the deck and grinded down the deck removing some of the product and then you wanted a diffe**** crew in there to redo the deck for a third time. Again a grinder was used to remove the layer, skimmed out, resprayed and two coats of stain were applied. Our contract clearly states that hairline cracks and minor depressions in cool deck are specifically not covered by these warranties. Also no deck is guaranteed to be free of standing water On the recording being a felony - just more lies. They can have their attorney quote all the statutes he likes, but it seems they lied to him as they have lied to me. ..You were the one who notified us that you were taping people without their knowledge in an email. 'We just won't say anything' - I assume was because they did not want to incriminate themselves further. Incidentally, I would be happy to produce that recording to a court of law. ..This was the first time you asked any employee of Intercoastal Pools (or subcontractors) with the owner present. Everyone who was on your jobsite has rights just like anyone else in the world with audio recordings. I already told Intercoastal I have no interest in further presenting those anyway - seems they are digging for a way out here. ..They saw your go-pro that was put up the first week of April, 2022 with the agreed upon warranty work tasks being accomplished. They will not even apologize - let alone compensate. They are just despi ..You have repeatedly tried to provoke us by calling our team leaders, employees, subcontractors etc., liars and bad workers. You accused us of trying to damage your property with malicious intent, this is not true. Custom built pools are a hand built project and there are going to be some flaws. We do try and remedy these flaws, but unfortunately we cannot remedy all of them. We have been a professional company since 1992 and have built 1,000s of swimming pools. Consumer Response /* (4200, 11, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The number of lies your organization tells is outstanding. They are all easily proven. You even tripped yourself up a few times in this very BBB thread. You clearly stated earlier in the discussion that 'I may have invalidated my warranties' because I said I do not want your workers back on my property. Point of fact, you do not want to honor those warranties because the work is so lousy. It WILL fail. You also lied and said that the staining on my plaster was because of the 'state of the ground' and because 'I was working on my own irrigation' - both irrelevant and months after staining issues were identified - both lies were easily proven already in my last response. You lied about the grinding to reduce from 13 layers. No grinding took place on the deck surface - only on the edges to remove all the hardened overspill of skim that your workers never bothered to clean up before it set. There absolutely ARE 13 thin layers in my deck construction. I do have videos of the whole build. I suggest you do NOT make me show you lying again by posting video of it. As an organization you are incompetent from day one when we signed and you lied saying that for contracts signed that day, builds were expected to starting February (so pre-covid) - ours started June. It started to go wrong with the water line tiles, finishing the main row with two half inch slithers. Just REALLY amateur stuff. We complained, and MT told us it was only a cosmetic issue but you would fix it. You downed tools for a whole month, then you had to come and take the whole row off and do it again with the same tiles - which took two hours. We had waited a month. Seems like you have a 'go slow list' for customers who say they want things done properly. When you trespassed on my properly to do a bad final grade while we were out of town, we complained again too much dirt (8 truck loads) had been removed from our yard. It took you almost TWO months to redeliver the excess dirt that you had taken away and do it properly. Go slow list again? Yes, as you have raise dirt, there were signs of malicious damage by your workers, many of whom are married to staff at the office and they told me they get to hear about everything happening at the office! We came to the conclusion together that in most cases it was either malicious damage or extreme incompetence, no other explanations - and you already compensated me for several of those items. I will not go into further details unless you really want me to! I NEVER accused you of throwing tadpoles in my pool. Just another blatant lie - produce it - go on - I challenge you! I actually said there are tadpoles in the pool because your maintenance tech had left the pump turned off and the chemicals were wrong. Intercoastal had also lied about doing the maintenance on March 17th. You claimed she had been when my dad had been sat in the yard all afternoon. There was debris still in the pool, and the Chlorine levels were near zero. I asked you to get your CONTRACTED tech to provide a signed log saying she attended March 17 - I asked on no less than 5 occasions - you could not provide it because she did not attend as you had said, and she would not lie about it herself. Frogs came into our pool because there was almost no chlorine in there - they like that. Doh! My plaster absolutely IS damaged. It was perfect. Now it has a 'bucket landing' etching on the deep end and streaking all along the South wall. Your '25 years' guy told me with his own mouth that he 'did not know how to test for phosphates' and he 'does not normally deal with water quality'. He also told me D had shown him what to do on the phosphates. Then 'W' sent a fake photo through saying he 'always tests for phosphates' and a photo 'showing' had tested that very day - but the EXIF data was from days later. Lies lies lies. The abuse on the phone to me by the owner of the company, telling me 'I am ridiculous' and that 'he wants done with me' was just unacceptable - I had to hang up to prevent further abuse. Intercoastal are unapproachable throughout their projects. I got told on 5 or 6 occasions that the only way I was allowed to communicate with you was by email. Calls not put through. Emails ignored, or select 'easy to answer' parts get replies - and the rest is ignored - just like in this BBB discussion. You never admit fault. You just ignore it when fault is clearly proven. Yes you are correct - I do have a 'pool' now, and yes myself and my guests have been using it - I never denied that fact. I have had an 18 month battle to get it that far. My build quality is still garbage. My pool is just a BODGE JOB (Google it).The plaster and the deck are two items from a laundry list of other issues that show repair on repair on repair due to incompetence. I rue the day I chose Intercoastal. Pretty much EVERYTHING but the tank construction needed to be done more than once. I get it now that you do not want to refund any of MY money that I paid for a brand new pool, even though I had repairs from start to finish. I am left two HUGE cracks three or four feet long in my concrete - the same area which Intercoastal signed off as 'repaired to industry standards' just 30 days ago. I sent you pictures of that days ago and asked you to confirm whether you have canceled my warranties, as you stated in here that you were. You have just ignored my requests and questions. Also, I most certainly am left with a deck consisting 13 thin layers. A deck drain almost completely blocked with paint. I am left with a deck that pools water for hours after it rains. I am left with damaged plaster due to a badly applied acid wash. Photos do not lie. Intercostal do. I ABSOLUTELY 100% DID throw your team off my property - the first truth you have told. I never want your workers back here again - truth. After FOUR attempts at my deck and still not right - your organization is NOT competent enough to get a fifth attempt. This is the whole reason I am seeking a partial refund - and yes as stated, I believe 10 to 20% of build cost is accurate. I need to get my build corrected properly once and for all - in one visit - by professionals. Intercoastal clearly REFUSE to discuss my refund to make that happen - and they have exhausted their 'tries' to fix things themselves - four attempts already was giving you a fair shot - no more. I want to move on with my life. For now, my pool is unfinished and you refuse to discuss the only realistic solution. Despite paying Intercoastal in full for a brand new pool - I am now looking at being thousands out of pocket to have somebody finish it to a reasonable standard. You just claim I am trying to extort you - what a joke. There is not much more to be said is there really. Disappointed in Intercoastal does not even begin to express it.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with Intercoastal Pool & Spa Builders for a $32k+ repair & renovation on my pool in Cocoa Beach, Fl. Living out of state, I expressed my concerns to Roger who assured me they work with out of state clients frequently. All payments to ICP&S made on time, & final check was cashed by ICP&S 6/28/21. Still waiting on PAPERWORK-owner's manuals, manufacturer's warranties, etc. which are provided to end users to inform them how equipment operates & often contain LONGER warranty periods than installers cover. After emails to Desiree, Roger, Corey, Jade & finally directly to the owner Tom A****** (who never responded to me), I am promised yet again the paperwork is in the mail. Now there is a leak at the new equipment ICP&S installed, & the pool light remains on continuously. As I do not live in FL I have been relying on ICP&S to proceed with this work using best practices & in a professional manner. Contrary to their website, they have not provided "customer satisfaction."

  

  Business response

  09/14/2021

  Business Response /* (1000, 5, 2021/08/05) */ Mr. & Mrs.*****, We build and remodel pools on a daily basis for customers that live out of state. The communication has been very well regarding your job. With you living out of State: Four employees have spoken directly to your husband and emailed both of you numerous times about the phases, pictures, warranty information, final contractors affidavit. We also mailed them out to the only address we had from you which was the jobsite at **************************. This would be in the mailbox. We kept telling you this but you finally gave us your home address in South Carolina on August 2, 2021. After receiving this information Roger spoke with Mr.***** and asked for permission to look in the mailbox. Roger found the original mailed item Contractors Final Affidavit which was sent after we received final payment. Roger picked it up and was mailed to you with the original envelope that was dated two days after we received the final payment. There was also a letter from Cocoa Beach Post Office stating they would not be delivering mail to this address due to the home being vacant. Roger spoke with Mr.***** and verbally told him that. Communication then went to other employees Jade sent out again to the South Carolina address which we sent the tracking number to you as well. The records reflect that it is in transit and out for delivery today August 5,2021 As Jade stated in the email to you she left the office at 10:30 that morning to mail it. See attached paperwork. You asked us to put off pool school which normally all paperwork, warranties etc is given and you are taught how to use the equipment and maintain your pool. Since you were unable to come to Florida we delivered those items via email and mail numerous times. The leak issue you contacted us about was taken care of yesterday. We tightened up the hose at the tab feeder, and the lights were turned on manually on a timer. Like normal with a home being unoccupied we left the lights off. The lights have to be turned on manually in the timer box. We emailed pictures and videos to you of repair and switching the lights off. The pool is beautiful we are sorry you haven't seen the quality work and great communication that all of the employees have done for you. It turned out fabulous. Before you get to Florida contact us with a date and we will schedule pool school with you. Consumer Response /* (3000, 7, 2021/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) To refute the reply from ICP&S I have attached an email dated December 16, 2020 which is a request to return the Lien Release for the renovation deposit to my home address, & my home address is clearly provided. Not only did I receive this Release, but for every payment I made I included a Lien Release & note with my home address (not to mention my return home address on the outside of the payment envelope), & I have, finally, received all Lien Releases. ICP&S begins their reply with, "We build and remodel pools on a daily basis for customers that live out of state." They must, somehow, keep track of the home addresses for their other out of state customers. Are they saying they made a mistake in my case by either not directly asking me for my home address, or not recording my home address from the above referenced email or the multiple times my home address was used by ICP&S to return the Lien Releases to me? The statement from ICP&S that the ONLY address they had for me was the Cocoa Beach address is either an error on their part in not recording the information or is a shameless and brazen lie. Also attached is a photo of the items I received from ICP&S in response to this claim. Based on the paid invoice (which is also attached), there is no specific detail on the new bubblers with lights (manufacturer, model or product number, etc.) installed by ICP&S. In fact, the new bubblers with lights aren't even listed on the invoice. I AM STILL WAITING ON THE USER MANUAL & WARRANTY INFORMATION ON THE NEW BUBBLERS WITH LIGHTS. Only by the process of elimination did I match up the last item on the invoice (1 pool LED light) with one of the THREE user's guides sent. I am still not sure this manual is for the product installed, since the invoice lacks specific details. Additionally, there is NO WARRANTY INFORMATION provided regarding the pool light. The other two manuals sent are for lights only with no information on bubblers. I am not certain these items we used in my renovation. I cannot verify this as there is no listing of bubblers with lights having corresponding model/product numbers on the invoice. Another item sent was one sheet of paper with a picture of steps that included part numbers & dimensions. It DID NOT include ANY information on manufacturer or warranty of the new steps installed, as requested. Lastly, I DID NOT RECEIVE ANY INFORMATION on the new tiles installed (waterline, cap & step edge). As you can see from the invoice all of the tiles selected were upgrades, but even at standard grade a homeowner is entitled to manufacturer information & any additional warranty information provided by said manufacturer. I am only requesting exactly what ICP&S advised (see the highlighted sentence in ICP&S warranty info attachment). Specifically: 1. User manual & warranty information for new bubblers with lights. 2. Warranty information on new pool light. 3. Manufacturers & warranty information for new pool steps. 4. Manufacturers & warranty information on ALL NEW TILES. I will not accept any response from this business unless and until I receive all of these requested items. Business Response /* (4000, 9, 2021/08/17) */ Good afternoon sorry for the delay in response as we were waiting on the warranty information on certain items. I have attached all items. Intercoastal Pool & Spa Builders, Inc is the manufacturers warranty station and contact for any of those items that were used on your swimming pool remodel. I also apologize for the mailing address as it was overlooked in the beginning stages. I hope this clears up any information you will need. If you have any questions or need warranty or warranty department head is Lesley and you can call her here at the office Monday through Friday 7-5. Remember to contact us for pool school when you know a date that you will be coming to Florida. Consumer Response /* (4200, 11, 2021/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have requested MANUFACTURER INFORMATION and MANUFACTURER'S WARRANTY information for all (not some) of the products used in my pool renovation. Again, requesting manufacturer information and manufacturer's warranty information for the remaining items that were NOT included in ICP&S' last reply, namely: 1. MANUFACTURER INFORMATION AND MANUFACTURER'S WARRANTY ON Monet Series, "Stormy" color 1x1 step edge glass tile. 2. MANUFACTURER INFORMATION AND MANUFACTURER'S WARRANTY ON Blanco #930 cap tile. 3. MANUFACTURER INFORMATION AND MANUFACTURER'S WARRANTY ON Bluestone cap tile. (documentation sent to BBB via email) These items were not manufactured by NPT as they are not included in the NPT paperwork I received from ICP&S. This complaint was lodged for the purpose of obtaining ALL relevant product information regarding my pool renovation, including user's guides, manufacturer's name, and manufacturer's warranty information. ICP&S has not provided the above detailed information after multiple requests prior to this complaint and during the attempted resolution of this complaint. Therefore, their response is unacceptable and this complaint will remain open unless and until ICP&S provides the remainder of the paperwork originally requested, as itemized above. Business Response /* (4000, 14, 2021/08/24) */ Mrs.*****, Here is the last of the three tile warranty information. The manufacturers all supply their information on the websites. If it is ever lost or needed again we have in your file as well. We will handle any issue that may arise in your warranty period. We have always taken care of our clients and will continue to do so. Please remember to sachedule pool school in advance when you know you are coming to Florida.

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