ComplaintsforSunset Pools and Patios

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  September 2022 we contacted this company to install a pool cover that we contractually agreed and paid for in December 2021. After multiple emails, text and phone calls to discuss getting the pool cover which began in September 2022 through May 2023, we came to the agreement with them to receive a refund of 1651.00. As of this date 1.8.2024, we have not received this refund. I have called, emailed, texted many times with the promise of a check "in the next few weeks". At this time, we are requesting the refund money.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since the completion of the pool deck on November 2022 the contractor has had issues completing this project. In February 21, 2023 reached out to contractor asking for update because not work had resumed on my project since then. Contactor stated that they had issues getting their contractor scheduled to come in. Work finally resumed to install vermiculite floor in March 2023 but was not completed until end of May 2023. Since June 2023 it has been difficult to get a hold of the contractor. I would text message multiple times throughout the week and sometimes call and leave voicemails requesting updates. Updates were not provided for 1-3 weeks at a time. The last time that an update was provided I was told that they expected to be able to resume work or provide an update on 8/30/23. I have yet to receive an update or work to resume to complete this project.

  Business response

  09/07/2023

  I understand your frustration with the project’s delays, and I’d like to address your concerns. As the contractor, I sincerely apologize for the extended timeline and communication issues.
  
  It’s important to note that this project has faced unexpected challenges that have impacted the schedule. While I’ve personally invested $18,000 of my own funds into this project, your payment of $8,000 has been noticed, but acknowledge the remaining $10,000 is outstanding.
  
  I genuinely value your business and understand your frustration with the lack of updates and communication. I’m actively working to resolve this issue and will make every effort to provide you with a comprehensive update or resume work as soon as funds are released.
  
  I recognize the importance of completing this project to your satisfaction, and I’m committed to working closely with you to address your concerns and bring this project to a successful conclusion. 

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