ComplaintsforParadise Swimming Pools & Spas, Inc.

• Initial Complaint

  04/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  2/4/2021 agreed on a contract in the amount of $49,500.The pool company came out to put a pool for me they did not level the pavers. Eveytime it rains the rain water goes into the patio. They also did not add a deco drain. As a pool company you should know that we needed a deco drain or atleast recommend it to us. I made a payment for the Deco drain now it's been a month and I have not heard from anyone. Also 2 weeks ago they repaired a fence that they broke but they repaired it with wood not concrete. The fence is not steady.

  

  Business response

  05/02/2022

  Our field person is going out to add more concrete to the fence post to stabilize it. As for the deco drain, not every job requires it but this one our deck crew felt it was necessary.  The deco drain is scheduled to be installed by the end of this week (w/o 5/2/2022).

  Customer response

  05/02/2022

   
  Complaint: 17102755
  
  I am rejecting this response because: it has been over a year they keep pushing pushing stuff the pool needs to be done. i need a finished deadline for the pool please and will let BBB handle it
  
  Sincerely,
  
  Retho Bellevue

  

  Business response

  08/02/2022

  The Bellevue residence has an issue with a piece of equipment.  The Bellevue residence has not provided a return call to the warranty station (who manufactured the piece of equipment) since June 22, ******************************************************************************************** our office.  Thank you.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  -Signed contract for pool installation on December 22, 2020. Paid deposit $4,292.00 -Broke ground July 12, 2021. Paid $11,589.00 for Excavation. -Gunite installation 7/28/2021 Paid $11,589.00 -upgrade in tile $2,200.00 11/17/2021 Three more payment installations to be paid before remaining install services. Problem: Slow installation, poor communication, conflicting stories and excuses, unprofessionalism

  

  Business response

  01/12/2022

  Business Response /* (1000, 11, 2021/12/13) */ Attached please find our response/correspondence with the ******* residence. Wendi in our office reached out to the *******'s and please see the response from Dianne *******. Thank you very much. Consumer Response /* (3000, 13, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response we received is not a satisfactory response for resolution. This response is a copy of a personal email from us with the schedulers response. We are still waiting for a reasonable finish date on our pool. The amount of time spent on our property is very few and far between. Lack of communications is still a struggle. We have now closed in on a year since signing the contract with PP&S. We came home yesterday to find an employee took a hammer to crumble our sheer decent wall with no explanation as to why it apparently was needed????? We would have been here if we knew the day they were scheduled to start coping and tiling. We have been more then patient with your company and have received no personal contact from the owner even after requesting him to contact us. We understand the struggles of the current situation but this has been extremely frustrating for us. Business Response /* (4000, 15, 2021/12/24) */ There is no such thing as a personnel email that is sent to a company email. Swimming pools today are taking approximately 6-8 months from the day we start construction without any delay or product availability and weather. As for the sheer decent wall it is not uncommon to have an air pocket when pool is shot with gunite, you have to knock out the hollow and repair it. As far as lack of communication our office informed us that they are in contact with you, but if you need further explanation, please feel free to call us. Consumer Response /* (4200, 17, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) As far as taking 6-8 months as you recently stated in your BBB complaint response. That's all fine and hood however as stated in the "case description" complaint we signed the contract December 22, 2020. That would make it over one year ago.going on 13 months. On 12/19/21 I sent an email to scheduling (Michelle) and received no response. On 12/22/21 we made another invoice payment to you for $7,836.00. As far as going back and forth with this, we just want our pool to be finally done and hoped for better communications as to when they will ge here to go so. Business Response /* (4000, 21, 2022/01/06) */ We understand your frustration as we are frustrated due to manufacturing delays for products and labor shortages. Please remember we say 6-8 months which is from date of excavation not from signing the contract because we have no control over building departments. Please call our office if you do not receive an email response, maybe your email went to spam. The best communication is to please call us. You are scheduled for your pool equipment to be installed and we are just waiting for the product to come in. Consumer Response /* (4200, 23, 2022/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) As your customer we will not accept your responses until our pool is completed and we are completely satisfied with the end result. We were not told by you salesman Steven nor your scheduler that it would take 6 months to start excavation after we signed the contract December 2021. We are looking forward for our pool to be completed soon. We heard that your are taking on pools that were not completed by the the fraudulent Amore Pool Co. We certainly hope we are a priority before doing work for them.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  the company does not do a good job of communicating with consumer, in feb. 2021 we spoke with Jen the owners daughter. recieved a qoute, which at the time she stated dig would be the latest may 2021, completion within 6/7 months. (october 2021) then 2 months ago, when picking tile and coping. they informed that it would be 2/3 months more. (november 2021). today my fence contractor called to inform me that my permits are expiring along with my screen permit. they both expressed that they have never had a pool take so long. with coping tile marcite decking equipment to go. now completion will be at lest 2 more months to possibly 3. they are not very compassionate ** your concerns. office staff only appoligizes and claims a call from scheduler will come but unfourtionaly it never does. the subcontractors leave their trash from breaks and drinks in the yard have no respect for your property. have to problem damaging everything they possibly can, then advise you they have no responsilbites for additional damage(accidental or not).

  

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/10/26) */ Swimming pools are taking longer than normal due to COVID 19 and manufacturing issues with getting product, equipment, deck materials, etc. It has also been a very rainy season which affects the building of swimming pools because all aspects of construction are outside. We spoke with the city and your permit it is not expiring, they told us that inspections always renew the permit. We communicate very well with this homeowner but when someone does not like what you are saying they will complain. Consumer Response /* (3000, 8, 2021/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have never returned a single one of our phone calls. Thay have put trash in the pool area which is full of muddy dirty water- no pump has been installed to keep it down. It is absolutely disgusting. They purposely would not an give appointment for us to pick tile and coping . Now they say that is delayed! We were told it would be completed by august and now they are telling us after the new year- why??? We have paid $29k and we cannot get any customer service at all. Our next step will be to hire a lawyer. Business Response /* (4000, 10, 2021/11/05) */ If you have any questions regarding your project please call our office because we will always answer phone calls. We have all intentions of finishing your project, unfortunately due to product availability and manufacturing delays due to Covid-19, construction is taking a bit longer than normal.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In June of 2020 we signed a contract with Paradise pools for a new swimming pool. After waiting on permits they finally began digging in early December of 2020. It is now October 2021 and my pool still isn't completed. We were told by our sales woman Jennifer it would be 4-6 months to complete. Many of our calls/emails have gone unreturned. Months would go by with no work being done. There has never been a project manager that has come out to monitor the progress the entire time. We are told work will be done and then no one shows. We would just like for our simple pool to be done after waiting almost 11 months.

  

  Business response

  12/13/2021

  Business Response /* (1000, 6, 2021/10/25) */ Due to Covid 19 there have been numerous delays in getting product to complete swimming pools. Manufacturing has been delayed due Covid 19. Our office will always answer telephone calls and emails. Homeowner delayed the job in trying to use their neighbors fence as part of their swimming pool safety barrier which could not be done. This delayed their project also. This pool is scheduled for plaster by the end of this month or the very beginning of next month. We all want to complete this swimming pool. Consumer Response /* (3000, 8, 2021/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know many friends who have started pools well after us and have been swimming for months. Blaming covid is not a reasonable excuse after 11 months. Your office may pick up the phone but we have left several voice-mail and emails that would go unanswered. The last major job completed was electric on July 23rd! In regards to the fence we don't have a neighbors fence, we have a community boundaries fence that Jennifer called her brother to inquire about if it would be suitable and he stated it shouldn't be a problem. When we failed the fence inspection, which I knew the day of inspection as I spoke directly with the inspector. I immediately hired a company and by the time I received a call from Patricia on September 17th informing me that we failed. The fence was installed the following day the 18th and by Tuesday the 21st I had the inspection done and approved thru no help of your company, as our inspector was in disbelief that this project was still not finished after all this time and didn't want us held up anymore and gave me his direct contact to speed up the process, so blaming 3 days for an 11 month project is a bit ridiculous. We also had to complain for months about our deck sinking before they finally sent out a repair company and they own subcontractor asked us why this has taken so long to complete. You sent me a final invoice on 9/27 well over a month before the work is supposedly scheduled to be done and even though my payment breakdown states payment due upon the arrival of the crew, you know are saying that if I don't pay in advance you willnt be coming, which i have zero confidence that you will actually show the day you say at this point. Business Response /* (4000, 10, 2021/11/05) */ Your swimming pool is completed. Any delays were due to Covid-19 manufacturing and product availability. Consumer Response /* (4200, 12, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) You seem to be the only company with these delays. The pool is not completed as there is a leak (4th in a row according to the pool start up company) and we never had our deck jets installed. Business Response /* (4000, 14, 2021/11/18) */ This swimming pool is completed. Swimming pools are taking much longer to complete due to the conditions in regard to Covid 19 and manufacturing/product delays. Consumer Response /* (4200, 16, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) We emailed your office days ago, still no response. The deck is sinking in the same spot again and also when the deck jets were installed the surrounding pavers were all dug up and now those areas are also sunk in additionally to pavers being broken, these pictures were attached in the email. Business Response /* (4000, 18, 2021/11/30) */ The homeowner should CALL our office and speak with the warranty department. Could possibly be that their email went to our "Spam". Please make a telephone call.

*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. ↩