Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising 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.

   
  Complaint: 22730918
  
  I am rejecting this response because: Teco came out and its not their problem. It keeps getting blamed one person to the next.  We just were able to get it into manual mode to utilize our pool and spa.  Before this we have had weeks of not being able to use the pool.  We are tired of trouble shooting and the experiment process and want the system changed out to a Hayward or Jandy. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 01/08/2025

  Cody Pools has responding to the customers issue every time there has been an occurrence and replaced equipment when needed. There was an onsite meeting today with Cody Pools, a licensed electrician, a manufacturer **** and the customer. It was discovered that there is an issue coming from the electricity provider which has caused the multiple equipment failures. This issue is out of Cody Pools control and we cannot make corrections until the issue is fixed from the electric provider. In the meantime, we have left a temporary solution for all equipment to continue running. We will continue to always keep customer service as a priority and work with the customer to remedy the current issue as much we are able to.

  

  Business Response

  Date: 01/15/2025

  Cody Pools is continuing to work with the customer to resolve the open issue. We are working with an electrical company and have parts on order to resolve the issue. As soon as parts are received, we will schedule another site visit to go over the plan for install. We are expecting parts to arrive in approximately one week. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22730918
  
  I am rejecting this response because:
  I want our time and frustration compensated on top of this issue we have had for weeks
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 05/07/2024

  Cody Pools has reached out to the customer and left a message. We would like to be able to review the situation to see if there is a way to help resolve the current issue.  

• Initial Complaint

  Date:11/27/2023

  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.

   
  Complaint: 20919263
  
  I am rejecting this response because: I got the pool installed less than a year ago. Also I don't have a video but the roof leaks. its simple just send someone out and fix. This ticket has been open for a long time. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/06/2023

   The Cody Pools warranty department has made contact with the customer. Although the customer is outside of the warranty period we have asked for picture/video documentation of the problem so that we can evaluate how we might be able to assist. We are currently waiting for that information to come back.

  

  Business Response

  Date: 12/14/2023

  The customers pool was completed and 1 year warranty period started as of 10/25/2022. We would like to be able to help but need to see what the problem is so that appropriate steps can be taken. Pictures and video should be sent to *********************************** as previously requested. 

• Initial Complaint

  Date:10/25/2023

  Type:Order 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.

  Paid almost 200k cash for a pool that started in Feb and still not complete. Not because of supply shortages but because of unequipped third party companies that **** contracted out to. Unreliable **** reps that cant seem to under promise and over deliver. My fire pits are still incomplete while I have bags of rocks left sitting on my patio. ******* says Ill be there this day, never comes. That cycle has been repeating itself for months now! They ****** and dimed us for everything saying it wasnt on the contract! Why would a screen door leading to the grass not have a step!? Before all this h*** we referred this business to several of our neighbors who decided to do business with this unreliable company. I want my pool complete and I want it done now!! I am on my last nerve and giving Cody pools the chance to fix it before I take my next step. You have all of my money now! Its time to complete the job!

  

  Business Response

  Date: 10/26/2023

  Cody Pools met the manufacturer of the fire bowls on site yesterday. The problem was identified during the meeting. We have put together a plan to remedy the issue and it is being corrected. 

• Initial Complaint

  Date:08/14/2023

  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.

  Date contract was signed: 11/1/2021 Total contract price: ********* This includes about 28 items including one of the concerning problems, which is the pool light. Later on 12/30/21 an additional $1303.00 was added for 2 items:Upgrade of tile to mosaic and upgrade 6x6 Add intelliconnect and temp sensor. The contract states the construction of the pool and end of the project would only take about 12 to 20 weeks. Our pool design doesn't acquire any special add on time.First off the contracted period of time of construction was surpassed. The contract was signed on 11/1/21 and the project ended in January of 2023. With this long wait and delivery came other problems in the design of the actual pool and its features. The position of the lighting was designed and executed poorly. Half the pool at night is visibly dark and not as promised. After multiple attempts to reach the office to get a call back an electrician was sent to try to see the problem and fix it. The electrician mentioned that this was a design problem that he wouldn't be able to fix but could change the light bulbs, however that did nothing. Later after calling the warranty in March and getting told to send over pictures as well as being told the Tampa office will give me a call back. Two months later after leaving a message that I haven't heard from them for the past two months I received a call back. During this call I voiced all my design concerns about the lights being poorly designed as well as the poorly designed placement of the jets that aren't usable because of their close proximity to the bottom of the bench making them pretty much useless for their purpose. What was said to me was disappointing. They had mentioned that the cost of fixing the lights would cost an additional $4000, but I'd only have to pay $2000. There was also no mention of when I would receive the rest of the items needed such as the part that allows for the pool not to overflow when it rains. No resolution was meet.

  

  Business Response

  Date: 09/08/2023

  The desired amount of lighting in the body of a swimming pool can be a subjective matter and although the specified pool lighting was designed within industry standards, **************** desired a brighter pool upon completion. It was also explained that the color of light changes the brightness in the pool, darker colors will not be as bright as lighter colors. Still, we were happy to oblige and offered to discount the cost of adding additional lighting by 50%. The normal cost to add an additional light in the pool and another on top of the sunshelf would be $4,000. Cody Pools agreed to add the additional lights for $2,000 and absorb any additional costs of doing the work after the pool was completed. **************** was sent a Change order for this amount. The additional work to correct the remaining open issues was to be done at the same time as adding additional lighting to streamline the process. After not receiving the signed Change order back **************** was called and the change order resent with no reply.

• Initial Complaint

  Date:07/18/2023

  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.

  I have been waiting for over two months to get a dig date to start my pool construction. Every time I have called Cody Pools I have been told that they would contact me with a date. I started the process with **** about five months ago. I would either like to have a dig date or have my deposit returned to me.

  

  Business Response

  Date: 07/25/2023

  Cody Pools has made contact with the customer. It was explained that the pool permit is still in processing with the permitting department for the city. This particular city takes longer to process permits and we will be able to commence construction as soon as we are able to get the approved permit back from the city. The customer understands that this is out of **********************' hands at this stage.

• Initial Complaint

  Date:06/15/2023

  Type:Order 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.

  On 3/20/23, i entered into a pool remodel contract with Cody Pools for $24,365 which included "Light - ********* color Led vivid 360 for pool $1080". On 5/9/23, we were informed that the wiring to the original light had deteriorated and we could either not have a light at all or pay an additional $970 to have a different light put in a different part of the pool. On 5/10/23, I signed an addendum for the additional $970 which stated "Add Globrite Led color pool light to the back wall of the pool". As of 6/13/2023, we have paid $25,335, including $2050 specifically allocated to replacing the pool light, yet we do not have a working pool light. Both my wife and I have attempted to resolve this matter with ******************************* who stated he talked to the owner, but the only resolution that was offered was to pay another $400 without any assurance that the light would work after that. Note: My wife told multiple people at Cody Pools that the light was not working and no one was even sent to check if the work was done correctly prior to asking for even more money.Since Cody Pools refuses to provides me with a working light, which I feel is a reasonable expectation after paying twice and signing a contract and a contract addendum to have the light replaced, I want a full refund of all fees associated with the light replacement.

  

  Business Response

  Date: 07/13/2023

  Cody Pools management has discussed the problem related to this project. We will be sending an electrician out to the job site to trouble shoot what the problem is with the existing electrical components so that we can have it repaired to work with the newly installed light. We will communicate with the homeowner of our findings and plan to correct. 

• Initial Complaint

  Date:05/26/2023

  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.

   
  Complaint: 20108330
  
  I am rejecting this response because of the statements below. Please also see the attached photos documenting some of the major issues.
  The reason that Cody Pools returned to our home to add automated actuators and additional transformers is because during our initial pool build and design in November 2021, the salesman had told ** this was going to be included in our design. When the pool was completed, and we did not have any of these features we brought it up to our local Tampa team and they told us it was never ordered in the plans. Just another way in which we as customers felt completely screwed over and blindsided. We truly felt like we could trust the so-called professionals and clearly we could not. We had finally had enough, and our concerns were escalated to the Vice President of the ******* Division. We had a 2-hour phone conversation with him regarding all the issues that had occurred over the course of our project and at the end of that conversation, he apologized and told us he cannot fix most of the major issues outlined below because they are structurally in place, but he can add in the features that we were told were going to be in the design from the beginning. He promised to call us back after discussing our project with the Tampa team to figure out what next steps are regarding how to compensate us for the MAJOR issues that cannot be fixed. These major issues include, but are not limited to the skimmer being directly next to a water feature rendering it useless because the water feature is pushing the water away from the skimmer (VP admitted this was a design flaw that should have been caught during the engineer sign off and they would use this as an example/learning tool for future projects), 6ft tall electrical panel propped on 2 4x4x6s in the middle of our patio (it should have been attached to the side of the house. The electrical company came out to address an electrical issue after completion of the project and they told ** this panel absolutely should have been mounted ON the house), footer was placed across entire patio blocking all drainage from pool equipment & 2 AC units causing all equipment to already start leaning, back wall of spa is crooked. This is not built to the design that we signed off on (this caused a month-long delay due to arguments between Cody Pools and their screen company with no resolution. The screen company did their best to hide how crooked the hot tub is), spa cannot hold water (could be due to prior issue stated), we were forced to sign off on a change order for the pavers that we did not initiate that includes a different color and pattern than what was ordered (they were already in the middle of laying the pavers when we noticed on our security cameras that they were the wrong color and pattern. We brought it up to our project manager and were told to sign this change order immediately because there was nothing else they could do. We were told later from our project managers boss that Cody Pools ordered the wrong pavers and the wrong color and hid it from us). With all of the MAJOR ISSUES, NO, we are NOT happy with Cody Pools or any resolutions they have attempted to offer us thus far. The warranty team was in contact with us and the paver team did come out to attempt to fix the issues with the pavers; however, when they were at our home they continually knocked on our door and were yelling at us saying that in order to fix everything, they would have to pull up all of the pavers and start over and they were simply not going to do that. The sad part with this is that our project manager could never be present to deal with their vendors and we had to deal with the direct insulting and disrespect from the angry vendors who were sent back to fix their initial sloppy work. The final payment on the credit card was disputed due to the fact that no one would answer our concerns about MAJOR issues that cannot be fixed.  They are demanding payment for an A+ product and we received a C product at best. Cody Pools needs to fix all major issues outlined above including: relocating skimmer to appropriate working location, mounting electrical panel to the side of the house, fix drainage issue and ******* equipment including pool pump, pool heater, and 2 AC units, tear down and rebuild spa to be square per the design that we signed off on, remove all pavers and reinstall to fix the crooked design pattern and clunking while walking per the vendor. At this point, Cody Pools did not fulfill the terms of the contract per the design and engineering specifications that we signed off and agreed upon. 
  
  Regards,
  
  *********************** when they came out to review the plan in our backyard. This was done in March 2022. **** and the (at the time) site manager came out to map the plan in the yard. We asked many questions regarding placement of pool and equipment and our questions were answered to our satisfaction. We did not realize at the time that the majority of their answers were masking bigger problems. There were a few answers like, this will be fixed during the construction of the pool. Now came the exciting part! We received an email from the Tampa office telling ** what our excavation date is with the payment structure. The excavation team came out on the week of July 01, 2022, and did an amazing job! He even let our son go out and watch and see his skid-steer. After that was done, we had another team come out the following weeks to frame the project with wood, and then another team came out to do the digging. All these vendors did a great job and we had great communication with Cody Pools and our new project manager *****. We had such great service that we recommended them to other neighbors in our neighborhood. Then like a light switch it all went downhill fast!The gunite team came out and put the shell together. After they were done, we thought everything looked great. I saw our project manager out there after the team left looking at the job and then received a call saying, everything is done and looks great. Next the electrical and plumbing came out. The electrical is very hard because the vendor has been great and they did what the pool company told them to do, but Cody Pools dropped the ball and told the electricians to just take two 4x4x6 post, stick them in the ground 6 tall and s**** the electrical box in the middle of our pool area!! After being very upset about this and talking to our project manager. He told us, According to the plans, this is where it goes, but it does look very bad. I responded back saying that Cody Pools is the so-called experts, and they all know what this would look like. I also said this needs to be moved and mounted to the side of the house. Which is only 3 feet away from where they added a skyscraper of an electrical box! Cody Pools refused to do anything and kept it there. It is still sitting there to this day. Again, I want to say this is a CODY POOLS issue and not the electrical company. The plumbers seem to do a great job as well, but I have/had no idea because the piping was not working until the pool was completed. Now its about the end of August. We have another vendor come out to frame the footer around the pool. They seemed to do an okay job, just dont open your doors or windows with the amount of smoking going on. Which was a little issue, because I had to go out there and pick up all their cigarette butts, and Mtn Dew cans that they threw around my entire yard. After they finished, I went out and saw what work they did. Again, the work looked good except for another huge CODY POOLS design flaw. They put a concrete footer around my entire backyard blocking any draining of water from overspill, rain, and other natural elements. This is blocking water from leaving my two AC Units, Pool Heater, and Pool Equipment. As you would expect I called our project manager, told him. He said there is nothing they can do about it. Being very upset and having thousands of dollars of equipment sitting in a hole with a pool of water. I called the office and said I need to speak to his boss. I never heard from his boss, but I did get a phone call the following week being told they would come out and add a drain to get the water to run out. HAHA you should see this shotty drain. They cut the footer in three sports and added a pool drain/ gutter in the three spots. Then to kick me down even more they told me I had to fill the hole and do my own draining to get the water to flow towards their crappy so called drainage that the pool company did design and built in the first place!Months went by and I have been calling and asking for updates. I was told that the next step will be the pavers. The pavers were on backorder, and they will be at our house in three weeks. Three weeks later I called again, and my project manager said the pavers are still not here and that it will be another week. This went back and forth for about another month. Then the pavers finally made it here. ***************** dropped them off in our backyard with 4 pallets of pavers. Again, that company did a very good job at trying to keep things from breaking and putting them where I wanted them to go. When the next vendor came out to lay the pavers down, thats when we found out that Cody Pools ordered the wrong paver color and pattern. I called very upset because the team was here now laying the pavers down and its been two months of waiting. My project manager told us again THERE IS NOTHING WE CAN DO ABOUT IT! At this point I was ****** and thats not the answer. I now finally spoke to his boss ***. *** told me the only thing they can do is give me $500 for the issue. ARE YOU FING KIDDING ME!!! He said, it will be another 3 months for the pavers to be reordered and sent to the house. After talking with my wife, we agreed we waited way too long for the pavers and that the color we can live with. So, *** then forced us to sign a paper saying that we agree with CODY Pools ordering mistake. *** then also told us after signing the paper that it took so long because CODY pools never ordered the pavers from the new vendor, they submitted the order to their old company and was too lazy to go follow up to see where the pavers are. It only took us complaining, and Cody pools lying to us for months telling us paver are on backorder while CODY POOLS tries to cover their butts. Meanwhile, mind I bring up. Im still fighting them on fixing the electrical location. So now Im fighting with the company for two HUGE issues at this point. Even better, at this point our project manager cant respond and would not return our calls. So now with these issues that I stated above and fighting with the company for months. Its now January 2023. The screen company now is FINALLY out doing the work! The team of three came out the first Monday in January. Everything started smoothly, the team was very nice and asked where we wanted everything to go. Tuesday came and I noticed the our entire back of our screen was crooked. The team stopped working on the back and then finished the rest of the screen while the screen company and CODY Pools got involved. At this point, this is when **** (I believe the manager over all of Tampa) and *** came out. I sat inside and heard them yelling at the screen company saying its the screen companies fault that the screen is crooked. The team said No its not. You built the entire spa crooked. At this point the team walked off and I never seen them again. Weeks when on. I want to say 5 different groups came out to just MEASURE the area. Meanwhile, the entire back of the screen is wide open holding me fully responsible for any liability that could happen since they removed all the construction fencing at this point. Finally after myself going out of my way to tell them that the pool company has to pay for a full interior screen cleaning from all the bugs, birds, love bugs, etc. getting into the screen. Some how the screen company was out the next week to finish the screen. This was the first week of February. Yes a full month of Cody Pools and the screen company fighting and leaving the customer sitting with a hole in their patio. Thats what was more important for both companies. We (my wife and I) finally reached out to the screen company ourselves since Cody Pools does absolutely nothing for us (as you have heard so far) finding out that Cody pools told the screen company to hide the crooked spa the best they can. The screen company also told us they will no longer be working with Cody Pools from not just our pool but others with similar issues. Now that the screen was completed the pool company did make things right with us and came out to help with minor issues and fix issues from their shotty first teams work. The first team decided to s**** the handles to open the doors in the wrong spots then when they new it was wrong, re mounted leaving s**** holes everywhere. Installed broken soft close plungers on the doors, and left a lot of spots without silicon for the bugs to get in. Again, the screen company came back out and fixed everything for us. It only took us one call to do this. Yes being our own project manager, because our project manger at this point was worthless and was doing nothing for our pool. About a week later *** showed up with our final bill saying that we owe them an absurd amount of money. Way more than the agreement. After walking him through our payments and going line by line he then understood we only owed an x amount. I called in the next week to make the final payment so we can get the pool done. Cody pools will not move forward until they get all their money! A HUGE RED FLAG YOU NEED TO LOOK AT. TAKE YOUR MONEY THEN LEAVE YOU HANGING. Anyways, I called in and talked to the accounting person. She forced me to pay the absurd amount of money, or they wouldnt finish the pool. I didnt have this money since this was not what we agreed on. So I had to pay with a card. This was probably the BEST IDEA to do. You have ONE person on your side! They finished the pool the first week of March 2023, my project manager shoved me off and put me to the warranty team in *****. The warranty team called and said I will be working with them now. I felt this was so much better. They finally will actually get things done. The first call, I told the rep I wanted to speak to someone higher up than **** in Tampa with the outrageous issues Im having. She gave me to ******* the Vice President of *******. When he came back from vacation, we had an hour long call with him telling him all the issues we have, and explaining even bigger issues that we have found with the pavers, the skimmer being in a horrible area where the water feature flows water right into the skimmer making the skimmer not even workable unless you turn the water fall off. There are so many more things including in this call. He told me that they would add another automated pump so that I can turn the water off from my phone instead of going and manually turning off the valve. WOW thank you! Your company fed up so badly with the skimmer location, the spa being crooked, pavers completely crooked and clunking around while stepping on them, electrical panel still a skyscraper in the middle of my yard, a hole of water that all my equipment is sitting in, and now to top it all off. The plumbing is now on and. MY SPA CANT EVEN HOLD WATER. All of these CRAZY HUGE issues and you give me something to turn the valve off on my phone! What a big F U to me and a huge we dont give an F about you!Please, Please, Please be very careful of CODY POOLS! They really dont care about you and only want the money!

  

  Business Response

  Date: 05/26/2023

  Cody Pools has heard and acknowledged all of the customer's complaints. The company did go back out to the site and at no cost to the customer add new automated actuators, additional transformers, and the appropriate programming to be able to control all of the pool functions as the customer was expecting from the original contract meeting. Customer was very happy and appreciative of these additions. Cody Pools then started to address the open warranty issues regarding the spa and some pavers to be replaced. It was a this time that the customer disputed their final payment of about $17k on their credit card. Cody Pools and the customer have been in communication since that point talking about the fact the contract needs to be paid in full for warranty work to be completed. The customer has said they do not have the money and cannot make the payment. At this point, Cody Pools cannot complete warranty work due to the terms of the contract not being fulfilled financially. When the customer can complete their payment schedule, warranty work can resume. 

  

  Business Response

  Date: 06/06/2023

  Cody Pools wants to continue to address the open warranty items, as previously communicated, but cannot do so without financial fulfillment of the contract. The contract states "Cody Pools warranties its work to be free of defects in material and workmanship for a period of 1 year from the day the pool is plastered provided Purchaser has complied in full with terms and payments and other conditions of this contract. The pools shall be deemed completed once it is plastered." At this time, there lack of payment leading to no current warranty coverage. 
  Additionally, attached is the signed drawing from the customer for their project. This drawing shows the location of the skimmer, the location of the pool panel on a rack, and the location of the ** units (existing) staying in the same place at the corner of the deck, all being signed off and accepted by the customer. Footers are required to be around the entire perimeter of the screen enclosure in order to meet engineering code. There is no way this could have been avoided. 
  The new selections from the customer were made for silver *** hopscotch pattern pavers. The order was placed and installed with silver *** pavers in a hopscotch pattern. This was a signed change order from the customer from the original standard paver selection. There are pavers that need to be corrected still, which the company was addressing at the time payment was disputed and retracted by the customer.
  
  ********************** remains committed to every one of its customers, as in this case, but payment must be made for work to resume.

  Customer Answer

  Date: 06/11/2023

   
  Complaint: 20108330
  
  I am rejecting this response because:

  I am rejecting this response because: Clearly Cody Pools will say anything they can to ignore their customers. I have stated a few times in all of my responses that the skimmer, water features, hot tub leaking, spa being crooked, and electrical panel are huge issues that MANAGEMENT has already said are MAJOR ISSUES that CODY POOLS should have addressed while building and ENGINEERING should have caught. For this company to just say that the customer signed is a complete lake of responsibility on a company and shows the sincere quality of their work and work ethic. I guess Cody Pools is not the pool experts, the customer is and the customer apparently should be their own project manager as well. I mean, thats why I had to do and be. What a pathetic accuses these people have responded with so far. And sadly not ONE TIME with all of this have they said WE ARE SORRY or acknowledge the issues, because they know that to fix these huge issues would cost them thousands of dollars that they just want the customer to stay quite about. As for the response back that says they care about their customers. All I can say is WOW! Oh and again no discounts or solutions! So again, no Im not accepting this. When they can provide an agreement and a solution on how we can compromise on getting the hot tub to be straight and not crooked, all the pavers to not be slanted, and all of the issues previously addressed, they will just be wasting their time on responding. I didnt paying over $100k for a pool that looks like my 3 year old built! Take some Fing responsibility for your crappy work!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/24/2023

  The lifetime warranty on pools constructed by Challenger Pools or Cody Pools is against the concrete structure. The lifetime warranty says that the pool structure will be structurally sound and not be leaking for as long as it is owned by the original owner. The interior finish does not have a lifetime warranty. Despite this, Cody Pools has made contact with the customer and will be assisting the best we can to inspect the issue, identify what the issue is, and assist in repairing the issue.

• Initial Complaint

  Date:04/06/2023

  Type:Order 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.

  What a horrible experience working with this company.I had to finish the pavers on my own because they never finish the job.They installed a cage that was not up to code and now want me to find another provider to finish it and want me to pay for it.Their subcontractors are calling me asking for money to finish their job!BECAUSE OF THIS, I HAVE 2 LIENS ON MY PROPERTY AND I'M NOT ABLE TO SELL IT UNTIL THEY SOLVE IT!I have been trying to get this resolved for more than a year and still nothing!

  

  Business Response

  Date: 04/06/2023

  Communication has been made with this customer. There are no liens filed against the property, the customer was interpreting county documents in error. The final permit inspection is outstanding but a plan has been made and given to the customer for a quick remedy.