ComplaintsforPatio Pools, Inc.

• Initial Complaint

  04/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We contracted with Patio Pools at the end of 2021 to remodel our existing pool and patio. The project started 1/28/22, when the coping went in we had some complaints and made Matt aware of these complaints. He asked that we wait until the coping was grouted because it would help fill in imperfections in the coping and that if we were still not happy then they could be fixed. At the completion of the job, no one came to perform a final inspection with us, no one called to ask us if we were satisfied. Aside from them starting to add water and eventually sending someone to test the pool water we wouldn't have known they were done with us in early March. Since then no communication until I reached out a week ago as we are now having issues with the screen enclosure installation. The coping tiles are not level on one of the steps and the opposite step coping piece had a cracked piece. Also there were approx. 30 edge pavers that came loose within the first 30 days. They came to fix the cracked piece and sent the paver company to resecure the edge pavers but refused to fix the other coping tiles that are out of level. Matt tried to say that the reason it was not level was because they went with the slope of the original pool deck. I took pictures to show him this was not the case and without even suggesting a solution he had his subcontracted paver company quickly slap some mortar in one of the gaps while they were here that same day fixing all of the edge pavers that came loose. He did not even bother to ask me if this would be acceptable. He has suggested that he had them make it look nice! Now he's saying that the paver guy had no "stucco mix" and he will send someone to "smooth out the end of the risers". I've asked him not to return to my property until he's offered an acceptable solution that I'm agreeable to. Considering there are plenty of coping pieces left there is no reason that this is not able to be corrected.

  Business response

  05/16/2022

  Consumer Response /* (2000, 8, 2022/05/05) */ Arnold from Patio pools has come out and replaced the coping pieces. I'm very satisfied with the result of the correction. The communication from Patio Pools project manager Matt did not meet my expectations and I would warn other potential customers of this being a potential problem but in general I am satisfied with the pool remodel now that the correction has been made.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We paid $85,000 for a pool and during the process we tried to get the project manager to keep us informed and updated. He refused to speak to use and would only communicate via text. They delivered incorrect pavers and stated our original order was sent some place else. Multiple concerns with the quality and finishing of the work and had to request for the work to be corrected. At one point the project manager, "Matt" told us (via text) to contact the trade companies to have them come out to inspect. We are now 60 days past the completion work and the pump and heater is not working. I called the company and they told us to email warranty and wait for a return phone call.

  Business response

  11/29/2021

  Business Response /* (1000, 5, 2021/11/11) */ I'm so sorry to hear that the ******'s had a bad experience with Patio Pools. We do strive to do our best but sometimes we fall short. Thank you for letting us know where we need to improve, and we will definitely be working on it. I do believe at this time that all outstanding problems have been taken care of and that the ******'s are happy with their pool. Please let us know if there is anything else they need from us.

• Initial Complaint

  05/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  patio pools This company was disgraceful. The employees are not professional at all. They are very slow on every phase of building a pool. They have very poor work ethics, don't return phone calls , poor communication, sloppy work, contractors very nasty, disrespectful, lazy with terrible attitudes. My sales person NANCY BEWARE. She was not very helpful at all. It appeared as though she didn't have a clue about the products to choice from and the products are very dated. Nancy solicited a jacuzzi that's in ground leveled with our pool but it has no step inside to climb out. It only has a seat which is so deep it's virtually impossible to climb in and out. We didn't know that we had to request a step. Now the jacuzzi is pretty much useless for me and my elderly parents. NANCY NEVER TOLD US THAT WE NEEDED TO ADD A STEP INSIDE THE JACUZZI!!! We thought that since she solicit this type of jacuzzi, PATIO POOLS automatically build a extra step inside. I'm afraid someone will get hurt!

  Business response

  05/31/2021

  Business Response /* (1000, 5, 2021/05/31) */ It is unfortunate that the ******'s feel they had a bad experience with us. Covid-19 did slow us down a little but their pool was still built in approximately 60 working days. We strive to give our customers a pleasant and timely experience, and we are proud of our subcontractors. Many of which have been with us for decades and are upstanding people. As far as the spa is concerned, all of our spas have the same bench and depth profile. This is regardless of them being flush with the deck or raised above it. It is not necessary to add a step or handrail, unless a customer has motility issues and requests one or both. Both the step and handrail could have been added at any time during the construction of the pool. However, the ******'s never said anything to us about this until this complaint. If they had reached out to us about this issue earlier, then we would have been happy to help resolve it. This is unfortunately the first we have heard of them being dissatisfied. Consumer Response /* (3000, 11, 2021/08/13) */ ***Document Attached*** We have added pictures of how PATIO POOLS installed our in ground jacuzzi without adding a step to get in or out. Picture (1) is a random photo of a jacuzzi with steps. Pictures (2,3,4) is our jacuzzi. Being a in ground/flushed style jacuzzi, it was never mentioned that a step would not be added. To safely reach the seat, it's approximately 2 1/2 ft deep. Stepping in and out of our jacuzzi is impossible without assistance and very difficult and dangerous with assist, even for younger adults. We would've paid any additional charges, if needed, for this simple upgrade. As elderly people, it's a struggle to get in and out of our jacuzzi . So for safety precautions we have not used it. PATIO POOLS are should be aware that stepping in to this jacuzzi is impossible and even with a grab rail it would be very difficult without a step. It's over 2ft deep to reach the seat by stepping in or climbing out. We don't understand why PATIO POOLS would install this type of jacuzzi without adding a step. It's truly a safety hazard. Business Response /* (4000, 13, 2021/08/18) */ Again, all of our spas have the same bench and depth profile. This is regardless of them being flush with the deck or raised above it. We have built thousands of spas and it is not necessary to add a step or handrail, unless a customer has motility issues and requests one or both. Both the step and handrail could have been added at any time during the construction of the pool. I did reach out to the company that does our rails, ProFab @ ****************.com ************, and he said it would be no problem for them to add a spa rail at anytime. His current price would be $590 As of this date the ******** have still not reached out directly to us about this issue. Consumer Response /* (3000, 15, 2021/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) We addressed this issue with PATIO POOLS several times. We informed them that we would've like a step installed. We actually thought that no step was an error on there part. We never seen a spa without a step inside especially when it's over 2ft deep. We never got a clear answer from anyone. . Our sales person and superintendent was aware that the spa was difficult for us to use. Oh well was the attitude we received. This is why we are filing complaints. Again, this complaint was in reference to a step added to allow use to get in and out. The handrails they offered is not what we wanted. They are a bit dated . PATIO POOLS gave us a referral to safe pools and spas and they told us that they only use SAFTRON since PATIO POOLS didn't ground the deck. We purchased a saffron pool rail and contacted safe pools and spas as suggested per the Superitendant at patio pools. after talking to that company once, they never returned calls after we made several attempts to reach them. Not surprised as these are the type of contractors PATIO POOLS uses. When we would reach out to patio pools for problems we were having like puddling on the deck,coping issues, screen repair and the list goes on. they would send the contractors out with no appointment schedule, or prior calls, these guys just show up in unmarked cars and no visual ID. We never new when someone would show up. Poor service. We eventually stopped calling safe pool and spa and leaving messages . We returned the rail since we could never get them out to install. Again, we would like a step installed. Please advise, respectfully the ********

*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. ↩