ComplaintsforParadise Swimming Pools & Spas, Inc.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We signed a contract with Paradise Pools in August of 2022 to build a pool in our yard for a price of $59,253. We have paid the amount in full and are waiting for completion by the company of the grading, so we can pass inspection and have our landscaper lay new sod for ourselves and our neighbor. The inspector for Martin County has failed their grading now twice in the last two months and this morning the company stated that it is not their problem anymore and they can no longer offer this as a courtesy. The contract we signed was for Paradise Pools to build the pool and do the drainage and pass the inspections. We would be responsible for the screen enclosure (which we had built) and placing sod to repair the grass that had been damaged. Currently we cannot finish the yard as they have been failing inspection and we are receiving notice from our HOA that we need to have this done ASAP to avoid fines.

  

  Business response

  07/25/2023

  **************** needs to refer to his signed contract (Section 6/Item 27) which clearly states "Homeowner is responsible for any grading necessary for drainage as per their city requirements".  

  Customer response

  07/25/2023

   
  Complaint: 20340838
  
  I am rejecting this response because: Paradise pools has been doing the grading since memorial day and even told us we could not fill the pool until the grading was completed. They have been out twice to do the job and called for inspection after and failed both times. They left the job incomplete and did not do a good enough job and left us on the hook for it when it did not succeed. Now we are being forced to come out of pocket to have a better company fix the mess they left.  Also, we asked for a copy of this contract almost a week ago and still reply. I guess we don't owe them any money now, so they don't owe a response. 
  
  Sincerely,
  
  *********************

  

  Business response

  08/03/2023

  You were given a copy of your contract when it was signed by you.  We did email you a copy of your contract as asked.  As for us trying to be nice and assist you with the grading, this is your responsiblity, hence the fact it is in our contract that it is homeowner responsibility.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has miss manage our project from day one. We signed our contract in December 2021. The first time they came to dig the pool was July 2022. The pool had been left for several months this entire project has been miss, managed or not managed at all the quality of work for the subcontractors has been despicable. We spent ****** more dollars on our decking materials, because they said our product was no longer available. The installation of our decking was less than acceptable and unsafe hey ****, its ***. How are you looking to do later in a little bit later at like **** and accommodate that July When they came out again to reset the decking, they damage several titles, by the crowbar, they used to pick the materials up. Theyve since come back to fix a few tiles, but not to our standards while they left ***** box cutters on our material that stained and they used acid to get out the ***** stain and it damaged our tile. There are also several broken and uneven tiles, and they are unwilling to come back out and fix the problem now that they have been paid in full.

  

  Business response

  05/24/2023

  We are not responsible if a product is no longer available from the supplier.  As for us "not willing to come back" we will always address our issues but we will not be back for any warranty on the deck area that you picked up after it was installed.  Yes, you are paid in full and this will be a warranty issue that we have you on schedule to address.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company took forever to completethe main problem is they destroyed my septic drain field.took no responsibility told me to f#$$& off..never pulled permits for septic even though they were aware of septic and per email day before excavation asked ME where septic was and said it wouldnt b a problem!then when I saw broken lines they told me it was an old line! It wasnt I discovered 2 months after. Per st lucie county city hall and health department they should have pulled permits!so Im out 10k!

  

  Business response

  04/24/2023

  The day of excavation we dug up the "drain field" and we advised the homeowner that we should stop and he advised us that it was nothing and to keep digging.  We believed the homeowner because it is his property and he knows what is underground like a "drain field".  This is the owner's responsibility.

  Customer response

  04/26/2023

   
  Complaint: 19952584
  
  I am rejecting this response because:They are liars!why would I say its no big deal?they told me it was an old septic line so I believed them being they have been in business for years..and now they still havent scheduled final inspections for the pool!
  
  Sincerely,
  
  *********************

  

  Business response

  05/04/2023

  How would we know that it is an old septic system.  You would know if you are on septic or sewer.  It is your property and you need to take responsibility for your property.  You are holding up your final inspections because you made a change to your safety affidavit and you submitted it to the building department and never paid the fees associated with that so until you pay your outstanding fees with the building department we can't call in the final inspections.

   

  Customer response

  05/05/2023

   
  Complaint: 19952584
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  youre excavating guys TOLD me it was an old line!!again,per health department and building department you should have pulled permit/survey knowing we had septic..your designer ***************** knew! He even had to move the pool waterline from 10 feet to feet 15 from property line due to a change in city codesalso where is your insurance? Also I even said I would split the cost with you but no,youre nonprofessional manager ***** laughed at me!

• Initial Complaint

  02/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Looking to get a Warranty Item replaced from an item installed by Paradise Pools at my home. The item has failed and the manufacturer has stated the item is under warranty and needs Paradise Pools to provide proof of install at my home. Paradise pools at my request to provide required documents has given me every answer except providing the document requested (contract and listed item installed by them) so that the failed item that is under warranty from the manufacturer can be replaced by the manufacturer. I have provided S/N Pictures of all the items installed at my home with no results from Paradise Pools other than telling me it is not their job. I submitted the claim and got the case number which I provided to them. My salt pool is now not functioning properly which is now causing me more expense.

  

  Business response

  03/22/2023

  We have given the homeowner the information needed for him to contact the manufacturer to put in a warranty claim.  This item that needs warranty is thru the manufacturer who produced the item.  We have informed him numerous times that he needs to contract them directly.  Thank you.

  Customer response

  03/22/2023

   
  Complaint: 19445123
  
  I am rejecting this response because: Although yes I was able to file the warranty claim it was of no help from them and it was me telling them not the other way around that the manufactured item was under warranty. They insisted it was a 3 year warranty not a 4 year and were not very cooperative in anyway.  They were wrong. They make it sound like they did the work in which the truth is I did and only I did all the work. even when I asked for the regional sales rep for the manufacturer they did not comply. The only reason that I got any response was AFTER the complaint was filed with BBB they sort of answered. The complaint is still valid as they do not stand behind what they sell nor support their warranty of installed equipment. Other consumers need to be made aware of their business practices and let the buyers be ware. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Part of the job is not finished, broken items, pavers broken by subcontractors, lights not working, chemicals not completed, start up not done, skimmer not installed, inspections not finalized, others.Just wanted to mention that this work is paid over 96%, and all these items are missing.Horrible customer service!

  

  Business response

  10/17/2022

  Your swimming pool did get a start-up, the chipped pavers have been replaced. Punch list items could have been addressed prior to ** plastering the swimming pool but you were pressuring the office for us to plaster your pool.  Per your contract, final plaster payment is due the day before the arrival of the crew, therefore this payment is due.  After payment is received all other warranty items will be addressed.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paradise ***************************** is installing an in ground pool at my residence, the issue is that back in June of 2022 when tile and finish coping was installed I brought it to the companies attention that finished pool height was higher than the existing finished floor height of lanai which is only 2 away and that without some sort of remediation water would flow into lanai. After sending one of their employees out to confirm our concerns which employee did was told by Paradise ***************************** they would provide drainage material but they would not install. As this was unacceptable to us to have to pay another company to install drainage for this error, we have tried to work out a reasonable solution with Paradise ***************************** to resolve this problem which has been met with resistance from the company. As the pool is in the final stages of completion and only remaining monies owed to company are a little better than $2,000.00 we have stalled in making final payment and even offered to give them half of remaining balance if they would just finish pool. This compromise was met with nothing but resistance as we have no assurances by company in writing that they will fix the problem they have caused, we are hoping maybe you can reason with company to come to a fair resolution.

  

  Business response

  09/23/2022

  The swimming pool elevation must sit higher than the existing patio because water must pitch away from the pool per code.  Homeowner is doing his own deck therefore the hisvdeck crew should install deco drain if he feels he needs it. 

  Customer response

  09/23/2022

   
  Complaint: 18035638
  
  I am rejecting this response because:as can be clearly seen in these 2 pictures I have provided it clearly states by the architects drawing that we used to sign contract on August 31, 2021 that finished pool would be a minimum 6 lower than house finished floor which its not and was confirmed by Paradise Pool & Spas employee.
  
  Sincerely,
  
  *****************************

  

  Business response

  10/10/2022

  The 6" minimum elevation from the engineer is if we are going off of the house when there is an existing patio our elevation for the pool is dictated by that.  The deck must pitch away from the pool towards the existing patio.  If the homeowner would like us to supply deco drain for his deck company to install please let us know how many feet he would like and we will get him a price for the material.

  Customer response

  10/11/2022

   
  Complaint: 18035638
  
  I am rejecting this response because:While supplying the materials to remedy a situation that the company should have informed us about before we signed the contract is fine it does nothing to take care of the additional cost we will have to pay to have the product installed by a professional contractor. Some of the additional cost besides the deco drain will be piping from deco drain to daylight to carry water drainage off the property beside any stone that might be needed for base of drain or draining of water.
  
  Sincerely,
  
  *****************************

  

  Business response

  10/17/2022

  You removed the deck portion from your contract with us.  Should our deck crew have recommended deco drain we would have given you a cost to have this installed.  This is not a free item.

  Customer response

  10/17/2022

   
  Complaint: 18035638
  
  I am rejecting this response because:the only reason we need the deco drain is because the finished pool height which you installed is higher then the lanai finished floor and according to your architectural drawing which we reviewed and agreed to before signing contract it clearly states finished pool height will be six inches minimum, lower than finished floor. So as youre admitting now you deceived us from day one and were aware of this issue and instead of being forthright and honest with this sale you knew then this would be an additional charge added on to the agreed upon amount in contract. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My travertine pool deck was installed in beginning of march 2022 within the first month of this we found a pool leak around the pool light which started to cause all of the tiles around the deep end bench and the light are loose and uneven they came out once to fix this and didnt understand what the issue was well right after they left fixing it, it began all over again I have been reaching out since beginning of June ******************************************************* march of 2022 theyre are several pavers that are loose and a tripping hazard as well some very sharp edges on inside of the corners of the pool I would like this problem solved seeing how I just spent over ***** on our pool but my concern keeps getting ignored and overlooked

  

  Business response

  08/30/2022

  This repair has been done.  Our deck crew was running a bit behind schedule.  Thank you.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dont know where to begin with my complaints against Paradise. First off I paid a deposit for my pool in April of 2021. A month later the sales rep called me and said they needed to do a lid count that he had forgotten to do so previously. When he came by he told me that I would now need to do a full upgrade to my electrical, but it wouldnt cost much. After getting 5 quotes it came out to $3,600. They finally started digging in November of 2021, and told me they need 7 feet of clearance to excavate. They had 7.5 feet, but their excavation crew took it upon themselves to snap my aluminum fence outwards into my neighbors yard 90 degrees ruining that section. The back fill crew 4 months later then pushed the dirt so hard against my fence that it then separates Im the back and completely feel down. No remorse given. I was told its all part of the construction project, it happens. The back fill crew also hit my house, which I was promised it would be taken care of, that didnt happen. 7 pallets of pavers were left in my yard for 8. HOA fined us. I requested a call from the owner on multiple occasions, with no call back. The real kicker is that we paid for upgraded mosaic glass tiles. Our contract clearly states on line 10 that white grout would be used, they used **** and it looks horrible. Requested a total of 10 times for the owner to call me, once again never happened. I requested a credit for their negligence, and was told by ******** that no one wants to eat that cost. Now my pool has been completed for a month. Drain cover were never installed in my hot tub and a childs foot got caught and sprained their ankle. This company is a fraud that will lie to you, not communicate with you and frankly wont honor their contract. The owner hides behind his project manager and is their just to collect a check. All I ever wanted is a call, but now we will seek legal action to have items fixed that they had no intent to ever fix.

  

  Business response

  07/19/2022

  Our office is more than capable to answer any questions or concerns you have.  The main drain covers have been installed.  Unfortunately they were out of stock at the time we completed your swimming pool.  As for the grout we did not want your pool to look like a checker board with white grout.  White grout is only used on a standard tile not glass.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We have had such a terrible experience with Paradise pools. A real nightmare. We contracted May 5, ************************************************************ 2021. It is now June 27, 2022. We just had pavers donefailed that inspection. We have failed every inspection- survey, compacting, termite, pavers. All causing additional weeks of delay. We have had multiple issues with workers leaving their trash behind. We have had piles of broken pavers in our front yard for two weeks now. The grass is now dead under them. We have no contact details for any manager on the project. We email the head office every day. This is so disappointing because all of these delays have really set us back and then we dont see anyone doing work for 1-2 week. Find a better company. Youll thank us later.

  

  Business response

  07/08/2022

  All emails have been responded to but when they become excessive your project scheduler always calls you on the telephone.  We do not know what you mean by going unanswered.  Failed inspections are not uncommon, you did not fail the compaction or the survey and these were items that your building department requested.  As for the termite inspection that did not fail and that was also requested by your city.  The paver inspection failed because the city requested deco drain that was not part of your original contract.  If you have issues with these requests from your city you should address it with your city building department.  Construction debris is picked up at the end of the job "final clean" which has been completed. 

  Customer response

  07/08/2022

   
  Complaint: 17488552
  
  I am rejecting this response because:  Dig date November 2021, Current date July 2022.  Still struggling to get next steps done for a pool that is not finished.  Unacceptable.
  
  Sincerely,
  
  *************************

  

  Business response

  07/18/2022

  Our previous comments stand.  We are awaiting information that the ******* window/door alarms meet code with the city.  Next step will then be his final electric inspection then he will be on schedule for plaster (water).

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  second complaint i paid this company closed to $60000 for a pool originally i never used to have water in my patio when it rains. they hire a company to put pavers since pavers been applied when it rains water goes inside my house, when i talked to the pavers company the owner stated that he told paradise pool the job can not be done like that they told their supervisor ***** the right way the pavers should take place ***** told them go ahead don’t worry about it keep in mind we the owners never met “frank” or any of paradise supervisor. The pavers are not level up they are up and down lots of gap in between them down towards the house not towards the pool that explains the reason the water is getting inside my house. we paid for rain arch after the pool is done when i asked about it that is when they sent someone else to put it that person again had to break into the pavers and the side of the pool to put that rain arch leaving such a mess behind after all. now whenever we called the office they just kept hanging up the phone on us nobody is willing to help they have all my money. they broke my neighbors fence not my neighbors is asking me to fix their fence. i m willing to call another pool company to come and take over their mess and they have to pay that pool company. it’s been 2 years i m tired and want the pool done so i will be calling around other pool company but paradise have to pay them to get my pool done the right way.

  

  Business response

  05/19/2022

  Before you had a paver patio around your swimming pool you had grass in front of your existing patio, therefore when it rained the grass absorbed the water, now you have a paver patio that "by code" must pitch away from the swimming pool.  Therefore there is always a possibility of getting water on your existing patio.  A possible solution is for deco drain to be installed which we are doing.  As for uneven pavers, we will be more than happy to take care of any legitimate warranty issues.  As for the rain arc, that was on back order, when we received it we installed it.  Nobody in this office has "EVER" hung up on you.

  Customer response

  05/20/2022

  
  Complaint: 17210224
  
  I am rejecting this response because:

  you guys are such a mess and liar I m attaching pictures of my previous patios i didn’t have grass in front of my patios I had concrete in front of the patio. the guy that installed the pavers and myself was on the phone with ******** and he clearly told ******** your schedule that he told “ Frank” was told he is paradise supervisor that in order to install the pavers properly without damaging my house the concrete has to be removed and frank told him don’t worry about it move on. he told ******** that exact word in my presence on my phone. so stop with the lied i didn’t have grass you know the problem and you have to take full responsibility to fix the problem i want my pavers level the right way i want them reinstall if not i m calling a different pool company to fix your mess at your expense.

   thank you 
  
  Sincerely,
  
  ***** ********

  

  Business response

  06/03/2022

  First of all our office would never hang up on you unless you are verbally abusive as we see in your emails (which we will attach).  The rain arc was back-ordered and we did not want to hold up your job because of it so we moved on then came back to install it.  There was a little debris from this but it has been cleaned up.  As for the pavers not being set to your liking we are going to set up a meeting with the paver installer and one of our supervisors to go over any issues.  As for water going onto your existing patio before we installed the pool and pool deck there was grass there that absorbed the water, now that we installed the pool deck which needs to pitch away from the pool, you will get water on your existing patio.  We have explained this NUMEROUS times at the job site and via telephone but he is just not understanding this. 

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