ComplaintsforDixie Pools & Spas Inc

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failure to resolve repair work that is covered by their lifetime warranty. They were notified in August of a needed repair of the pool waterline tile work, and they keep saying there is an issue with a service van being in the shop for repair. I have asked if there was special equipment needed from the van, and they have said no. I have even offered to pick up the crew to repair my pool, and they declined, saying they would schedule it in the future. This has been going on now for over four months. If I have another company repair the pool, they said my lifetime warranty will be null and void, so I do not have any other options. I believe they are not performing and honoring the warranty they provided, and now, with me wanting to sell the house, it is causing issues by having the crack in the waterline tiles. They have repaired before, and I had a structural engineer review the building plans and the build of the pool. He reported that the shell was done with multiple pours and that the bound between material has failed, and either the pool should be re-done or continuous re-caulking and re-grouting will be needed. Dixie Pools opted not to replace the shell and do continuous repairs; now, they do not want to repair it, at least that is what it seems like, given that it has been four months since the request and continuous follow-up have gone without being added to the schedule.

  Business response

  11/29/2023

  Good afternoon!
  I understand you have some concerns with the cracks above the warterline in the pool.  We have repaired this item in the past, and in our opinion it was not caused by the shell bond, it is caused by the planter that the homeowner installed on the other side of the screen and the tree/shrub roots that are continuously growing and pushing on the outside of the pool shell.  It is our belief that this is not a warranty item but we will stand behind our name and help our client as we always do.    We do have the work order in to be scheduled before the end of December 2023.  Thankfully, we just received our Service van back from the dealer which they have had since mid-August(they were/are having a strike and we were at their mercy), very frustrating as I am sure you can imagine..   Thank you for your patience!

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Dixie on 06-09-21 to construct an inground swimming pool, spa & outdoor kitchen. Total cost - approx. $140,000 The contract for 8 months completion, including permitting, to finish due to supply issues, etc. Finish date should have been approx. 03- 09-22 which was acceptable so we would be able to enjoy our pool the summer of 2022. Changes to the contract include a decrease of $5,500 for eliminating the solar panels for pool heating and adding $3,500 for kitchen changes. 1) We are now into our 16th month and the pool is incomplete; the spa is incomplete; the kitchen is incomplete. 2) I've been unable to get a commitment date from the contractor for a finish / completion date. 3) One wall of the kitchen was not constructed straight. Stucco contractor applied stucco which was also not straight. Stucco contractor came back and feathered outside edges which did not straighten wall and pool contractor initially told me he would have it fixed and then told me in another conversation that he was not going to fix it. 4) Pool was to be lined up with house. It does not line up with house. 5) Backsplash was to be repaired so that the differential in color was not so noticeable. It has been put back in exactly the same way as was originally unacceptable even though I was told it would be fixed. 6) Screen enclosure has cables that are supposed to be attached to keep structure from collapsing in wind. One cable cannot be attached due to missing concrete that is also supposed to holding up the coping. Coping right now is suspended in midair. 7) Interior of the pool is not finished. 8) Of 15 months do far, the pool has been worked on less than approx.80 days. 9) Communication has been difficult at best due to nature of company owner. The only thing that is running on time is their payment schedule. I would like to get a completion date; the stucco repaired; the backsplash repaired; the interior of pool finished and the pool running.

  Business response

  11/22/2022

  Business Response /* (1000, 5, 2022/09/27) */ Jennifer C****** ************************* 2:42 PM (0 minutes ago) to Marty We are aware of Mr ***'s concerns. As we have previously discussed with Mr *** there have been many delays due not only to material shortages but to labor as well. We as a company are just as frustrated with the environment that has been caused due to the pandemic. We have incurred financial increases due to inflation rates that we would not pass on to our customers. We have been transparent from the beginning in regards to possible delays, and communicating throughout the construction process. After working our way through over 6 months of paver delays by the paver manufacturer and screen enclosures that have been behind schedule more than 2 months we are now in the position to finish your pool. Mr *** has withheld payments under the concern of production, we have never demanded these payments or stopped work due to non-payment. We will continue to push forward to complete this project as soon as possible. However, at this time Mr *** will need to pay the amount owed so we can complete the project and both parties can be in compliance with the signed contract. Consumer Response /* (3000, 7, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your reply. I do not see a finish date. Please let me know when the pool is to be finished. The stucco has not been repaired. Please advise. The Backsplash is chipped in several places and one piece was repositioned but upside down where color does not match. Please advise when this will be fixed. Once the repairs have been made, I will make final payment. Though the inside of the pool is still incomplete, and the lights have been sitting on the side of the pool, half installed, for more than two months since the two people said they would be back the next day. I don't have an issue with payment. But I need to have confidence that the existing work will be fixed and or completed. Business Response /* (4000, 9, 2022/10/11) */ Dixie pools is currently addressing Mr ***'s concerns. He will need to make the past due payment once his concerns have been addressed. We intend to have this project completed before the end of October. The final payment is due prior to installation of the interior finish, Mr *** will need to make the final payment per his contract to meet this deadline. Consumer Response /* (4200, 15, 2022/11/02) */ ---------- Forwarded message --------- From: Date: Tue, Nov 1, 2022 at 4:43 PM Subject: Message from BBB.org To: Hi: My complaint was closed even though my complaint has not been addressed. Complaint ********* needs to be reopened. The issues I asked to have corrected have not been fully addressed. Only one issue has been fixed. I even offered to send a check for $4,000 of the $5100 owed to help them start finishing our pool and to meet their self-stated completion date and they rejected the payment. I have paid 98% of total cost and the pool is only about 85% complete and the outdoor kitchen is about 70% complete. We are approaching 17 months of construction and no sign of completion. I could use your assistance. Sent from ****** *** ******************* Business Response /* (4000, 17, 2022/11/08) */ Per Mr ***'s request we are working on replacing the summer kitchen backsplash, The original backsplash color variation at the seam of the 2 pieces was not to his satisfaction. We are ready to schedule the interior finish and get the pool filled with water. In order to do so Mr *** will need to pay the remaining balance of the deck draw and the 4th draw, total due $8000. His offer to make a partial payment is not part of the contractual agreement, at this point we will need to receive the full balance in order to proceed. Consumer Response /* (4200, 19, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) The backsplash is a total of five pieces. Each piece was chipped during installation and twice being removed to fix the wall. So, we are awaiting the five pieces to be replaced. 2) The kitchen equipment was installed this week. Though the vent on the outside wall was not installed. I informed Dixue about this and it is to be fixed tomorrow. 3) The Exhaust Hood is the wrong size. While tge width is Rt ok. The width is OK. But, the Depth is only 18-20" and does not cover the30" depth of the grill. I'm not sure how they could tell me the pool would be finished by 10/31 given how slow the fixes are being addressed. Tomorrow we start on tge 18th month of construction. I've tried to be patient. But, it only took 191 days to build our entire home from permit to closing.

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