Complaints

This profile includes complaints for Build Your Own Pool of Georgia, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Build Your Own Pool of Georgia, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Build Your Own Pool of Georgia, LLC

  1364 Buford Business Blvd Ste 700 Buford, GA 30518

  
• 

  Build Your Own Pool of Georgia, LLC

  5044 BU Bowman Dr Suite 103 Buford, GA 30518

  

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:01/11/2023

  Type:Product 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 of Transaction: Oct, 7, 2022 Amount of Transaction: $8,200 Build your own pool of Georgia promised to help us build a pool in our back yard. We agreed that if we had to move the septic system to the front yard we (home owner) could not afford the additional $25,000+ to move the septic and BYOP, sales **** ************************ said that was not a problem and we could back out of our agreement if that ended up being the case.After *********** *********** inspection, it was clear that the only solution to build a pool in our back yard was to move the septic system to the front yard for $25,000+, we cannot afford that additional cost as I had indicated from the beginning.I spoke with ***************************** on Jan 11, 2023, requesting that we cancel our agreement and that BYOP refunds the $8,200 that we paid on Oct 7, 2022. ***** stated that she will not refund the money even though we have not even broken ground or received one single permit yet for the Pool.My ask, in my opinion, is fair, please refund the $8,200 that was paid on Oct 12, 2022, as this was agreed to by my sales representative of BYOPG, *********************** at the time of signing, and when we walked our yard multiple times beforehand.

  

  Business Response

  Date: 01/12/2023

  This is completely untrue.  Attached is a copy of my contract, and it is highlighted that we do not refund deposits. ****************** has known since the first visit from the septic company he hired to move his tank that there was no way the county would allow him to build a pool without moving the septic lines.  ************ is the company he hired and they told him this 3 months ago.  He was stubborn and felt he could get around it somehow.  I called him to go over this with him the day I spoke with *****. My sales person asked me to explain it to him as she felt he was not listening to her.The facts are simple, ****************** or the previous homeowner did an illegal

  repair to the septic system, without getting approved from health department, the health department is required to do a site visit and give us a letter in order for us to apply for pool permit to build pool.  When someone has done an illegal repair or work without a permit, the health department requires them to bring system up to code with all applicable permits.  ****************** was well aware of this, as we talked about it. He seemed to think if he moved the pool to another part of his yard that he would get this past the Forsyth County Health Inspector.  ****** , at his request, re designed the pool in another area.  We have a $500 charge to do this after contract and plans are signed , however we did not charge him this fee to re design and re print all of the plans.  I met him in his yard with ****** (the sales person) to go over this, I was clear that it was still likely he would need to move his septic to the front yard as ************ had already told him.  HE did not ask at this time (with myself the owner present) if he would be refunded, nor did he say he would not move septic to front if that was the requirement of the Health Department.  HE simply said he preferred NOT to move it to the front if possible.  ***************** has been very dishonest.  He called **************** yesterday 1/11/2023 and told them he wanted to dispute the charge to his card, they told him it has been 96 days and it was too late.  SO then he turned it in as FRAUD.  This was not fraud, he signed a contract on 10/7/2022 it had a 3 day recission period for him to cancel.  He then started saying he paid us on 10/12/2022 as that left him within his 90 day window yesterday.  This customer came in on 10/7/2022 he signed contract, selected materials, signed off on plans, provided his credit card for deposit.  Since then he has requested several meetings, we have had to go back and forth with the septic company for him, who was clear and honest with him from day 1.  ***************** threatened me that if I did not refund his money that he woudl go to BBB, the ******************** the news etc. He also told me my employee made a promise , which is outside of her scope, and she has never done anything like this before in 2 years.  She did not tell him she would refund as she doesn't have that ability.  IF we make a deal with someone like this it is written into our contract in the notes at the bottom.  This was not done.  I can forward his e mails to you if you wish as well where he acknowledges signing contract and paying his deposit, as I know now he is trying to make this fraud.

  As always, I do the right thing. Had he come TO me and not AT me I would have likely given more, but as you see in my letter to him, I offered to make him whole on the septic move even thought that is not my responsibility. I do not believe this is a case of he can't afford to build the pool he contracted for, I  believe he has all of our materials and contractors and feels he can do it himself for less.  

   

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18720929
  
  I am rejecting this response because: ** Services were rended according to the agreement, only a three ring binder was provided to us for $8,200, to me that feels like a scam.  I am not the only person that this has happened to, here are 9 other reviews that I have found online that ***** and Build Your Own Pools of Georgia has done something very very similar.

  *********************************;
  
  ***********************
  
  ***********************
  
  ***********************
  
  ***********************
  
  Please refund the $8,200 that your salesperson assured me would be refunded if you could not build the pool due to septic issues.  Please honor your salesperson's word.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/12/2023

  Again the contract was attached. Please read the highlighted areas of my contract 3 1/2 months of work were performed. Several meetings with different contractors and employees of mine. Multiple designs and services were rendered. My contract is an agreement for ***************** for the pool and that is exactly what was provided ****************** is in breach of contract, and he is upset about that. Weve built **** pools in Georgia and of those reviews hes showing three of them are from customers who I had to file lawsuits against for not paying their bills and the rest are from our competitors, so you can find bad reviews on anyone out of **** pools if he was only able to dig up nine thats a pretty good record. My relationship with a Better Business Bureau is fantastic. You might want read some of my reviews that are on that site because those are legitimate customers that are verified  

  Again nobody  promised to refund this man , hes making that up, again look at whats in writing in my contract he signed the contract. Nobody forced him to do it and he has had phone calls and meetings with me over the past 3 1/2 months and never brought up a refund until yesterday. Again, hes upset that the answer is no because of the amount of time we have into this job and because of the way he came at me. We will not be giving this customer a refund as he has consumed a lot of our resources and time, and he is in a binding contract. We will be taking legal action against him, seeking the balance due on our contract and other legal remedies based on his slander and defamation. We are standing firm on this as we do not want to encourage fraudsters. As a company, we have had 2 cases where a permit could not be issued and pool was not built, in both we were not obligated to refund money, but we did in good faith, Im happy to provide you with those customers. This situation is different, first the customer was aggressive and threatening when he came at me, and second we have communicated all along and so did his septic company that the health department was not likely to give in on him, moving the septic to the front yard. This is a situation that he caused and he wants my company to bear the brunt of his error. We did not move his septic illegally. We did not repair his septic illegally. This was done by him or the previous homeowner. Either way he was aware of this. If indeed, he wanted a refund, if things didnt work out the way he wanted. He couldve asked us to write that into his contract, and if we were willing to except it under those circumstances, we certainly wouldve done that we have done that before. But this situation is different in the fact that this customer has been dishonest and manipulative. And to lie and say, and ******** told him some thing that she didnt is incredibly deceitful. 

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18720929
  
  I am rejecting this response because: it does not offer a mutually agreeable solution.

  My request is very straightforward, please refund the $8,200.  If you have an alternate offer, I am open to considering it.

  Sincerely,
  
  *************************