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:04/15/2023

  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.

  Good morning,My husband has been trying to get ahold of someone to fix the issue with our Kayak pool since last summer. (7/26/2022). My husband has sent numerous emails and gets no response or a response to send a picture and no one will follow up. We have paid for the repairs, new walls, new liner, lines/pipes, etc. But ***** who installed the new liner, drains, ************* on 7/20/2022. We had the water brought in the next day and paid $500 for that. We noticed the water level was dropping at a fast pace and found out the pipe was cracked because ***** DID NOT replace ALL the pipes that we paid to have him replace (you can see the new lines are bright white and the old lines/pipes are not). We took a video and sent it to him on 7/26/ 2022- he said to plug the drains and run it off the skimmer until he could come out and fix. We cannot get ahold of anyone!! Weve put $10,000 into replacing this pool and no one will get back to us. We just want our pool fixed but we cannot get anyone to get back with us!! Please contact us ASAP!!I have included pictures of the pool, texts with ***** the ***************** of the ************************************* ********************************************************** **We also have a video of the leak**

  

  Business Response

  Date: 04/17/2023

  The service manager has been in contact with ******* regarding the issues with his Kayak Pool. As per their discussion, we have ordered a new liner for their pool and will have it shipped to their home. Additionally, we will replace the water to fill the pool. We have also notified *****, and he will contact ******* within the next couple of weeks to schedule the repair work.
  Regarding the return of the walls, once we pull the liner back and confirm that new walls are not needed, ******* has been directed to contact Kayak ******** directly to arrange the return of the walls. We have provided the customer with the contact information for ********************** ********.

• Initial Complaint

  Date:01/27/2023

  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 15k as a deposit and something has came up that was out of my control which is causing me not to be able to proceed with my pool install. Nothing has been done on my property nor do I even have an install date. I was told I would lose all of my deposit verbally by a person from marketing. I dont think its fair to keep all of someones deposit with no clause that says its a non refundable deposit.

  

  Business Response

  Date: 02/03/2023

  Kayak understands that the ****** experienced some unexpected circumstances that have prevented them from proceeding with the installation of their pool. However, please be advised that according to the attached contract signed by the ******, their cancellation of the pool order or any other breach of the agreement will cause substantial damage to Kayak Pools Midwest. Per the agreement, If they cancel the pool order due to their fault, they agree to pay liquidated damages equal to all monies paid or 15% of the total price of the pool, whichever is greater, unless a lesser amount is agree upon. We apologize for any inconvenience this may have caused. We are available to discuss the terms and conditions of the contract further if needed. 

• Initial Complaint

  Date:01/26/2023

  Type:Delivery 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.

  We had a pool installed by kayak pools in august of 2022. During the initial Installation stairs were installed, as we paid extra for those. In about September 2022 an identical set of stairs were delivered to our house by katak pools, even though we already received ours and they were installed. We did not receive notification by kayak or any shipping companies and did not authorize this delivery. Immediately we reached out to kayak pools midwest and spoke to ****** via email. She initially responded stating that she would look into it. 30 days later I sent another email to her and she stated she would email with more information. Late december 2022 I emailed her as I had not heard anything, and let her know she could either let ke know the date they would be picking up the stairs (they are huge, on a pallet, and taking up our driveway) or a number to someone besides her I can speak to. We still have received nothing. We are stuck now with these huge stairs in ur driveway that Kayak will not pick up, and we cant move on our own and are fearful if we did, they might be harmed. Please help!

  

  Business Response

  Date: 01/31/2023

  We do apologize for the delayed response. Kayak will be contacting ***************** today to arrange pick up of the steps this week. 

  Customer Answer

  Date: 02/03/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  Kayak followed up right away and have removed the steps from our driveway. Thank you!

  Regards,

  *******************

• Initial Complaint

  Date:01/24/2023

  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.

  On October 14, 2022 Kayak Pools Midwest began the installation process of an above ground pool. The crew was not very experienced in the process. On Saturday, October 15, 2022 prior to the pool being filled with water I clearly pointed out the pool was not level. I was told it was and the pool was filled with over ****** gallons of water. The pool was not level by about 3 1/2 inches. It took in excess of a week to get any response from Kayak regarding the plan of correction. In the meantime I was told by the supervisor on the install that the company could not secure someone to siphon off the water. I was able to secure a company to pump the water out at a cost of $2,800. The install supervisor instructed me to engage that company and I did. I was told by that supervisor that since this was a result of the pool not being level that Kayak would reimburse me for my out of pocket expenses. I have made repeated attempts at getting this resolved including emailing the company and invoice for the services with 2 options. Option 1: Reimburse me $2,800 and I would then return $1,000 for the final payment on the purchase. Option 2: Reimburse me $1,800 and we are even. Another employee named ***** came to correct the matter and, in fact, discovered at least 2 other installation issues.

  

  Business Response

  Date: 02/02/2023

  **************** was instructed by our employee to secure a water truck and Kayak would reimburse him. We appreciate the assistance in acquiring the truck and apologize that it has taken us a moment to get this resolved.  Kayak agrees to ****************************** option 2. We have adjusted the final payment of $1000 off of ****************************** account. He will be receiving a payment of $1800 within 7 to 10 business days.   

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:

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

  Regards,

  ***************************

• Initial Complaint

  Date:12/18/2022

  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.

  Unfortunately, I did not have enough characters to completely layout my complaint and the issues I've been having with Kayak Pools Midwest. Please see the attached PDF document for my full complaint and the issues we have encountered with Kayak. Also attached are images and documentation to show some evidence of my complaint/the lack of work being completed by Kayak.

  

  Business Response

  Date: 12/28/2022

  We are truly sorry that the client is upset with their experience. If they would like someone else to come back out and re-do pool school with them we would be happy to send someone out to do that with them again more thoroughly. They did receive a salt system for their pool. The installer is correct, we do not have design representatives and I am not sure what that is, if you can please show me the email or message where ***** mentioned that I will absolutely speak with him about that.
  
  Dirt removal and backfilling is almost always significantly cheaper to do yourself vs paying our contractors to complete this. We charge over $11,000 retail for that service. Yard damage is something we discuss in-depth and are very forthcoming that it will be severe as this is major construction. As for the water, I do know for a fact that ***** did not tell the client that the fire department would guaranteed fill it for free, because ***** informs all of his clients that he recommends reaching out to your local fire department to see if they would be willing to fill up the pool for a donation,but that not all fire departments can do that, it is simply a suggestion. Also,the client was made aware that trucking water does cost around that amount, as this was one of the services that pricing was listen on our powerpoint (the same place as the pricing for the backfill and dirt removal) and the cost we charge to do this service is over $1,000 so this should have been less than expected. I have attached the slide in our powerpoint that very in-depth goes over all extras and gives costs, this is discussed in depth with every client so they are aware, multiple times actually. As well as I do know the client has seen this slide because they did opt for some of these extras, so I do know for a fact this was discussed. Not to mention we discuss it again in our welcome call the following business day AND in our checklist call once the pool is ordered, just to cover all bases and be extra thorough and make sure there are no surprises.
  
  The set of stairs that the customer ordered is the correct set, they ordered the set that does not come with an attached rail because of their electric cover (the steps with an attached rail do not work with an electric cover, it wont close). It sounds like an additional sandbag is needed to keep the stairs in place. We can absolutely get someone out in the Spring to replace the piece of decking with holes in it and reattach the handrail, that is no problem. We will also have the technician take a look at the stairs since they are not staying in place. All ladders have been on backorder until just recently and so we can also come out at the same time and get that installed for them.
  
  A pool installation is not an overnight process, there are multiple companies involved and many steps to the process that have to be done in a certain order. As for the heater, we do see that for this size pool a larger heater is warranted, so we have ordered a T115 heater and will have that shipped and installed in the Spring when we come out to complete the other items. Thank you for reaching out to us, we will get these issues above rectified in the Spring by sending out one of our best technicians to get everything completed to your satisfaction all at once so you can enjoy your upcoming swim season!  

• Initial Complaint

  Date:11/17/2022

  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 6/9/2022 ***** and *************************** signed a contract with Kayak Midwest Pools for an in-ground 16x32 pool. We made a deposit of $14,745.00 The issue and nature of dispute (2):1. Failed to perform obligation:- We were told Kayak would install our pool in summer or late fall of 2022 - We were told Kayak Midwest would provide all documentation for permit application 2. Misrepresentation: - The pools are not true in-ground pools but rather recessed temporary structures. These pools are not considered permanent structures per pool industry.I have tried to contact the multiple times. 11/1, 11/3, 11/7, 11/14, 11/16 The last email was with ******************************* on 11/16 about a phone conversation that took place on 11/14.****** was going to recommend to management, Kayak terminate the contract based on how much the cost for the permit application is for our village ($2,200 + non refundable) and the potential loss Kayak would incur if they provided the permit service to us for *****.

  

  Business Response

  Date: 11/30/2022

  The Gonzalezs did enter into an agreement with Kayak Pools Midwest on 6/9/2022. They were given a time frame of summer to late fall 2022;as stated on the previously attached agreement. I have included a copy of Kayak pools checklist signed and dated by the Gonzalezs on 9/26/2022. This document states two times in the document that ***** and ***** wanted a spring ************* the Gonzalezs area we had an opportunity to install a few of spring 23s pools. They would need to get their permit and we could get them installed.  Kayak did provide all necessary documentation regarding the pool structure to the Gonzalezs.  The Village is requesting documentation that will require an engineer drawing and the Gonzalezs are not happy with the fees the village is charging for a permit. Kayak does not regulate what each village,city, or town charges for permits but we do require one on file before delivery.  Kayak does state that we will assist you in obtaining your permit; meaning we will answer your questions and offer guidance for no charge. We also offer permit services for a $1500 allowance;this was offered to ***** and ***** by the sales consultant ****** during his presentation. The Gonzalezs did opt for Kayak to complete the plywood,backfill, sump pump, bonding, and sand extras that we offer.  The Gonzalezs are requesting to cancel and receive a full refund. As it states in the Damages section of the Kayak agreement If,after we accept your offer to buy our pool, you cancel this Agreement, you refuse delivery of your pool or we are unable, through your fault, to install your pool, you agree, at the option of Kayak Pools Midwest, to pay liquidated damages equal to all monies paid or 15%, whichever is greater, of total price of the pool unless a lesser amount is agreed upon or is required by applicable law. If the Gonzalezs would like to move forward and contract Kayak to obtain their permit for $1500, we would assist with the additional charges needed for approval.

  Customer Answer

  Date: 11/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  We never wanted a 2023 install as it states,that is verbiage they placed in the checklist, which is not a contract. We merely conceded to the fact the pool was not going to get installed in 2022 because we saw what other clients were going through (via social media) and after talking with the salesmen again and asking if it was going to get installed in 2022 as he had verbally suggested at the beginning and before we signed the contract. His response was something along the lines asno way in hell.

  Secondly, Kayak stated on 10/27/22 (see email ****-1) that if we could get Kayak the permit asap, we could get the pool installed this year, 2022.

  It is atrocious that ******** thinks we are not happy with the fees the village is charging for a permit application and is merely a deflection from themselves and the true issue, Kayak employees verbally tell the client one thing and the reality is quite different. We will be paying the permit application fees to the village for the pool with a local pool builder and it will NEVER be a Kayak pool after what they've put us through!

  I am also submitting for your review a partial consensual recording (only 3 minutes of a total of 16 minutes plus conversation) of our salesmen stating towards the end of the call that our cancelation is under review and he sees no issues at all getting this canceled and getting our money back.

  The reason we opted to file the permit ourselves is due to our salesmen telling us we could save $1,500 because they would provide us with everything needed to file for the permit and that they prefer their customers handle this. Contrary to what ******** wants to say, they never told us that ..we will assist in obtaining your permit; meaning we will answer your questions and offer guidance for no charge. This is a blatant lie.

  To give you an idea of the lies and how Kayak change stories, I have composed a timeline along with a separate document with screenshots showing email exchanges between Kayak and us (********):

  **** says we can get the pool installed still in 2022 if we get permit asap.

  We submit for the permit with the village immediately and let Kayak know we need additional documents the village is requesting, grading and stormwater plans.

  Two days later Kayak provide some documentation that does not even qualify for grading and stormwater plans but they tell us to use that.

  After getting the run around about our fence issue and the grading and stormwater plans, Ive just about lost my patience and demand for refund of our deposit money.

  ******** responds that my only two options are: Pay the $1,500 for permit service or lose our deposit money.

  conversation with Kayak and Kayak recommends and suggest we cancel our contract due to permit application being more than $1,500 (what Kayak would charge for the permit service) and the potential loss Kayak would incur since the village fees are non-refundable.

  11-***** / Phone: ****** A recording of this is attached

  Asked for an update on our refund. In the recording ****** states we should have no issue getting our refund.

  11-***** / Email: ************************************* class="MsoNormal" style="margin-bottom:0in;margin-bottom:.0001pt;line-height:normal">Chelsea now states they cannot provide permit service for $1,500 BUT they will pay for the "additional costs incurred for the unexpected engineered plans", the grading and stormwater plans.

  Kayak is now stating once again that they can provide permit service for $1,500.

   

  We cannot believe anything Kayak says! I just dont know what to believe anymore from all their lies! As you can see, these deceptive business practice has caused us to suffer financial losses, consumer fraud!  Just give us our deposit and lets go our own ways. We are willing to remove all social media negative publicity if we could just have our deposit money refunded. 

  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 12/12/2022

  In Eddies conversation with **** in the attached phone recording on 7-12-22, they were discussing delivery of the pool. **** informed ***** that it could be this year or it could be early next year. At minute 3:10 ***** says I was hoping to do it next year so I can invest the money.Ultimately, ***** did elect to delay installation until 2023.
  
  Yes, we did email and inform ***** that if he got his permit we could deliver and install ASAP. The reason for this is because we had their pool in the warehouse and generally we are coming to the end of our installation season at that time of year, but the weather was warmer than usual for that late in the year and we were able to install many more pools than we expected based on weather predictions in the past and so we wanted to give them the option before moving past them in line to get other pools installed still in 2022. It was simply an option we wanted to extend to them, they were always welcome to continue with install in 2023 per ****** original request.
  
  As we have explained numerous times, we are happy to help provide any documentation needed regarding the pool, its equipment, or specs for our customers to obtain permits. However, if a city is requiring additional landscaping or yard documents regarding that ******************* that is something we do not have, as we are not the homeowner. nor do we work for the city Those types of documents are generally supplied to the homeowner at the time of purchase of the home,and in this case it was more extensive than that and they were going to need to hire an engineer to get these plans, but again, they are relating to the yard and not the pool structure. We have engineered stamped specs and drawings of our pools that we provide customers, but this request was way beyond what we could provide, as they pertained to the property and floodplains, etc.Again, why the homeowner is responsible for the permit.
  
  ****** then reached out to the ********* because they were upset about the additional costs and wanted to cancel their pool order. The ********* later informed ****** that there were even more fees associated with their city to acquire a permit and that based on the requirements for the permit they did not believe they would even be able to get approved for the permit in the first place and that they did not want to waste the money on the permit application if it was just going to get denied. Of course, when *********************** this he reassured them because permit denial is a refundable reason for cancellation (we are always going to give a full refund to someone if they cant get approved for a permit for the pool) so when *********************** this he did tell them, per the recording ***** sent, that the cancellation was in the process of being reviewed and that based on everything Ive looked at and youve said there should be no issues getting this cancelled. ****** then asked ***** to send him the plat survey of the property and the permit requirements, basically everything that was leading the ********** to believe they could not get an approved permit for this pool so that we could review it and make a decision.
  
  Here is the problem, when we sent everything that the ********* sent ****** over to our permit department to review they came back and said they saw no issue getting this permit approved and that they did not believe it would get denied. That was the whole basis of ******* statement when he said he believed that there would be no issues getting this cancelled,because he was going off of information given to him by ***** when ***** told him they would likely not be able to get an approved permit. You can even hear ***** and ****** discussing it at the end of the recording. So of course ****** told him ***** didnt see an issue with it based on what ***** was telling him because permit denial is a valid reason for cancellation.
  
  Once we realized that was not the case and that this permit was not going to get denied we informed the ********* that if they did decide to cancel they would be subject to the cancellation fee and there would be no refund since they were not cancelling for a refundable reason as outlined in their contract. Then, after that ***** changed his story and stated that he knew the permit would be approved and that he was going to get a permit for a different pool that was not a Kayak. So unfortunately, it seems that what ***** told ****** regarding the permit likely to be denied was not the truth and I assume was to try and get ****** to give him a refund when really that was not the case and he knew he was cancelling for a nonrefundable reason.
  
  Unfortunately, the Gonzalezs are asking to cancel their contract for a nonrefundable reason, so per their contract if they do decide to cancel this late in the process when their pool has already completed manufacturing and is sitting in our warehouse ready to be delivered and installed, there will be no refund. If they choose to proceed we have offered to pay for the additional costs of the 2 engineered drawings that their city is requiring, the drawings that they wanted us to provide from the beginning and the whole reason they asked to cancel in the first place. The options at this point are to proceed and Kayak will pay for the drawings, or cancel and all funds they have paid up until this point will remain on account should they ever decide to revisit a Kayak Pool in the future.
  
  We do want to come to a resolution. Thank you for working with us on this!

  Customer Answer

  Date: 12/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Yes, I did say I was hoping to do it next year so I can invest the money. This was only after talking to ****** and ****** telling us that there was no way in h*** the pool would get installed in 2022. We kept on getting different timelines as to when the pool would get installed, first it was late summer/early fall of 2022, then it was no way in h*** it would be installed in 2022, and after seeing what others were going through, naturally I gave into the idea of the pool being installed in 2023.  However, when the opportunity arose on 10/28/22 with the email from **** stating Kayak could get the pool installed this year if we got the permit, we submitted the documentation to the village for the permit immediately, BECAUSE WE WANTED A POOL IN 2022, NOT IN 2023. It was never our original request to have the pool installed in ******************** the latest better business bureau response. If I wanted the pool in 2023, I would have never agreed or said yes to **** on 10/28/22, but Kayak needs to make it seem like we wanted a pool in 2023 and discredit us. We have proof we submitted for the permit the same day on 10/28/22.
  
  Basically, Kayak's defense is blatantly false, absurd, and inexcusable. Its a lie. We did not tell ******, our salesmen, they (Kayak) will likely not be able to get an approved permit. How on earth would we even know if it would or wouldnt get approved? Perhaps ****** assumed that based on our conversation and had given us false hopes. ****** was the one who recommended we cancel the contract. Hes the one that suggested we cancel after hearing that our village requires over $2,200 in fees for the permit on top of grading/stormwater plans and said our village is corrupt and that Kayak could take a potential loss if they provided the permit service for $1,500. After hearing about the permit cost, ****** agreed we should cancel the contract. We never told ****** that based on the requirements for the permit they did not believe they would even be able to get approved for the permit in the first place and that they did not want to waste the money on the permit application if it was just going to get denied.  ****** is the one that stated the permit application may not even get approved! We agreed that there is a possibility, as with anything, that the permit could not get approved. Yes, ****** did ask us to send him the plat survey of the property and the permit requirements and fees (which was provided to employees of Kayak previously but apparently never reviewed). When I asked ****** why he needed the plat survey of the property, his response was, I dont know or something to that effect. Something along the lines of management requested it and I didnt ask why. I thought it was odd he needed the plat survey if he is going to recommend to management that we terminate the contract. As we have explained numerous times, Kayak employees verbally tell the customer one thing and the reality is quite different: ****** was lying to us about the cancellation. He probably was never going to suggest to management that we cancel as he stated to us over the phone. It was merely his way of ending the phone conversation and telling us what we wanted to hear.
  
  As we have explained numerous times, we will NEVER put a Kayak pool in our back yard using a company that is deceitful and KNOWINGLY LIES, (including in this latest BBB response). It is disgusting and despicable the lies you tell, including the following: Then, after that ***** changed his story and stated that he knew the permit would be approved and that he was going to get a permit for a different pool that was not a Kayak. Please provide when I stated that since you have recordings and emails? As *** said many times now, we NEVER told ****** that our permit application would not get approved. Clearly ****** is telling us one thing and telling Kayak management another. Please submit to the BBB when we told ****** this and when I changed my story.  I cannot believe how dishonest Kayak is. Kayak wants the BBB to believe the issue is with the additional cost for the permit, it is not. The reason for our cancellation is not only because of the additional cost, its so much more. And never once did we tell Kayak we wanted to cancel because of the additional cost.  If the additional cost was the issue, we would choose to proceed with the pool installation through Kayak Midwest since the latest response says they have offered to pay for the additional costs of the 2 engineered drawings that their city is requiring. Again, the main issue is with Kayak employees verbally telling the customer one thing and the reality is quite different. However, it goes beyond the lies; its the poor communication (like telling us one day they'll do the permit services to then a different day telling us they won't provide permit services  but they'll pay for the grading/stormwater plans ), its the awful service they provide. From promises of when the pool is going to be installed, to issues about our fence, misrepresentation of the pool being an inground pool (it is not considered permanent structures per pool industry), how unprofessional they are, and now sending harassing text messages calling me a liar and so much more! Why would anyone want to do business from this place the way they treat customers? How would the company respond to us if we continued this process and our pool had issues where we needed service? Based on our experience thus far and how much negative feedback there is online, I doubt Kayak Midwest would help. The relationship between us and Kayak is irreparable and we have a big distaste for the company. The ONLY solution is for our refund. I honestly do not know how they are in business. They persuade the customer to sign the contract and handle the services so that they trap the customer into this exact situation we are now in. And based on what I understand, we are not the only customer in this position.  They dont care about the customer or what is involved in the permit process, once youve signed the contract, youre pretty much stuck in this contract with this horrendous company. Kayak Midwest knowingly does this on purpose. The salesmen stated before we signed, Kayak would provide all documentation necessary for the permit, even in the recording ****** admits that yes, we do provide all documentation necessary and that is true for 95% of their customers. What about the other 5%?  The salesmen use carefully worded corporate jargon to scam and defraud consumers. We were swayed into handling the permit so that we could "save ourselves the $1,500 for the permit services" and handle it ourselves. 
  
  Kayak Midwest has our deposit money but we would never give Kayak Midwest additional money based on our experience with them. Yes, we will be getting a pool EVENTUALLY with a local, reputable pool builder, but I would never put in a Kayak pool even if you gave it to us for free. Especially after hearing horror stories from other people about their installation mistakes and what they have to go through to get them corrected. Kayak Midwest has put us through so much with lies, deceit and misinformation.  How they conduct business is beyond disgraceful but I guess that's why they are no longer BBB accredited. Kayak has not stepped one foot on our property and hasnt done any work for us with the exception of this back and forth horrible communication. There is no reason we cant cut ties and get our money back. 
  
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:10/08/2022

  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.

  We bought our pool last fall, to be installed in the spring per recorded phone calls. We received our pool in spring. We did not have contact with an installer until mid-July. It was long enough that the boxes were degrading. ***** the installer arrived July 23 to start. The pool was supposed to be a above ground pool. By the time ***** was done "leveling and getting below roots" it is now almost a in-ground pool on the front. Not a big deal except I had to buy exterior plywood to surround the outside of the pool where we will be backfilling, drain tile and gravel. Additional cost. The pool was supposed to be lined up with the house. It is at an angle.***** was unable to finish pool due to needing parts. Returned July 30 to "finish" pool. Advised him of a leak at the pump, and water level dropping. He left the 30th. Sent him a text about some missing fencing on the 31st. Also advised him that the water level dropped still after pump leak fixed. New liner arrived Aug 8, and is still sitting beside the barn. August 5 we were contacted by **** asking about the final payment of $1000. We already paid $34,000! He said "Wanted to ask you to send us a check by mail or phone? To avoid it being sent to collections." August 11 ***** was supposed to be back to work on the pool. Friday Aug 12 **** replied to a email that ***** would be there by "Friday" to finish pool. August 12, I also emailed **** with pictures of incomplete items on the pool. He thanked me for the pictures then no communication. August 17 I text ***** asking if he knew when he would be back. He said ***** contacted him and they were ordering additional parts. Parts arrived Sept 19. Advised ***** and ****. ***** said she forwarded to the service department. Sept 29 sent email asking for update. No reply. Called no reply. Sept 19 I also asked for some sort of compensation due to being unable to use the pool this year.

  

  Business Response

  Date: 10/21/2022

  The Hommans were given a time frame of late spring to mid summer pending weather and unforeseen circumstances. They received their pool the first week of July and was installed by 7/27/2022, which is with-in the timeframe given. The Hommans did have a slope in their yard and was informed from the beginning that if we have to do a slope dig more that 2ft that there may be an additional charge. The ground had to be dug out to make the pool level and that is why the pool is at grade in the front. This is also more than 2ft and I do not see an additional charge of $1192.50 for the extra 1.5ft needed to level the pool. We do have the Hommans scheduled for service October 22nd to complete and repair their pool. We are continuing to work with the Hommans to get their pool complete and account settled. 

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  For starters, most everybody recognizes summer as Memorial day weekend to Labor day weekend, as it is too cold in our area to open earlier than Memorial day, or stay open past Labor day. This "summer" had 101 days. July 27 was 61 days into the season. The pool was erected but is not installed. Installed would be a completed product. This is far from completed. I have recorded conversations of phone calls that said it would be completed in the spring by the salesman. He said that the contract might say a little later but that was a norm and we would be swimming by summer. 

  
  

  As far as the extra depth, this was supposed to be an on-grade install which would have put the depth of dig less than 2 feet. The area that was to be on grade is approx 16 inches below grade. The initial installer, I think had trouble getting a level grade so he kept digging deeper than needed. Ironically, the "deep end" is not even dug to the correct depth, which is a contributing factor to why we have the wrinkles in our liner. It was supposed to be 5 feet, 6 inches. It is much closer to 5ish feet. Maybe a bit shy of 5 feet. 

  
  

  So we were scheduled for repairs to start on Oct 22. The repair person was a no-call, no-show on Oct 22.. I emailed everyone I had contact info for asking if the repair person was coming. To this day, I have not heard back from one of them. The repair person called me Sunday morning, Oct 23, and said he was on his way. Due to scheduling, I was not going to be there when he arrived. I explained to him that since he was a no-show the day before I could not introduce him to our dogs, therefore I was unsure if he would be able to get in and do the work. He said he would try and was able to commence work on the pool before I got home. He had the pool drained and had conversations with his scheduler (***** I think). The repairman was told to leave by *****. He had already drained the pool! He was told any liner work would have to wait until spring. It was known that there was liner work, before the repairman showed up! They delivered a new liner prior to arrival of the repairman! They (*****) said they would schedule a water truck to come in and fill our pool back up.  As of now, this has not taken place yet as I have had no communication from Kayak. 

  
  

  The picture I uploaded this time, shows the depth below grade. That corner was supposed to be at grade. I have many other pictures of the incorrect install.  Also note the amount of moisture under the deck. It has not really dried out since install due to the liner leaking. 

  
  

  Kayak is NOT continuing to work with us to get the pool completed and account settled as they claim in their rebuttal. If anything they are generally working against us by not communicating, by not being willing to accept that the initial installer was not qualified, (I know, he was certified per employees at Kayak), and by trying to say we owe more money. We have lost the use of the pool for the entire summer. Our yard is still a mess as I am afraid to do much work due to not knowing everything that they are going to fix, I have been unable to complete the electric again due to not knowing exactly what is going to be done with the filter and how it is sitting on the ground, not on any blocks. To square the pool up with the house the way it was supposed to be done would require the whole pool be disassembled and reassembled in the correct orientation (and probably more excavation work). Orienting the pool the way it was supposed to be is the least of my worries, even though aesthetically it is not pleasing to the eye. The longer this drags out though, the more I am wanting it oriented correctly. 

  
  Regards,
  
  *************************
  

  

  Business Response

  Date: 11/04/2022

  Mr. ******* service is scheduled for November 12th. At that time the swing up ladder, apron and fence will be installed.  We will be correcting the deep end depth and installing new liner in the spring. These items have to wait till spring due to the temperatures this time of year are not conducive for proper liner installation. The Hommans have informed us that they agreed to these terms. 

  Customer Answer

  Date: 11/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The only person I have spoke with has been ************** the Nov 12 date. He did advise me that they would do the liner in the spring however obviously I have no idea of when. The reason I am rejecting this rebuttal is three fold. 

  
  

  1) Nobody has actually called or returned emails on the repair plan. I have an email dated Nov 2 requesting a follow-up after speaking with ****** and ***** Oct 31. ***** assured me she would call me Nov 1. No response. I have other questions that have not been answered. 

  2) Nobody has addressed the compensation for loss of use, the hassles I have had in getting anything accomplished, or my time involved with this issue.

  3) Nobody has addressed the issue with the orientation of the pool. Will that be fixed when the liner work is getting done? 

  The pool picture attached shows approximate location of pool currently. It was supposed to be squared up with the house (Picture2) so I would have linear lines to build my patio between my man door on the garage and the pool. 

  
  Regards,
  
  *************************
  

  

  Business Response

  Date: 11/21/2022

  When receive the evaluation back from the Technician that was there last week. We will take a close look at the information submitted and respond with a plan of action.

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Pretty obvious they have no plans to finish the job. We are into winter now and I know they can't do the liner work. The repair man did come and did some of the repairs. None of my other concerns have been addressed. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/25/2022

  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.

  Partial refund of payment they received.Full refund payment for the usage of my water to fill the pool, because my contract stated water would be delivered. Unfortunately, that didnt happen the installer use my yard holes to fill the pool.

  

  Business Response

  Date: 10/04/2022

  *********'s pool has been installed. We are currently making the arrangements for dirt removal. Photos of the the remaining dirt have been included.  Contract does state that we will provide water and In August we requested a copy of the ******* water bill for reimbursement. 

  Customer Answer

  Date: 10/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  1. The crew Kayak sent to backfill hit the corner of the pool and damaged it

  2. The electrical work is not completed 

  3. the pool was not backfill correctly 

  4. The crew that installed the pool broke a pipe underground and Kayak would not pay to have it repaired 

  5.  In addition the pool drop in steps that were purchased as part of the pool package has not arrive on site and Kayak is unable to provide a tracking number for this item

  6. Finally, Kayak proposed for to sign off on a completion document when nothing as passed final inspection from the city of Fraser

  
  Regards,
  
  ***************************

  
  

  

  Business Response

  Date: 01/23/2024

  Dear BBB Team,
  I hope this message finds you well. I am writing to provide an update on the status of complaint #******** filed by *************************** on 9/26/2022 regarding her pool installation.
  The ******** pool installation was completed on 6/20/2023. Subsequently, we addressed the concerns raised by ******* by replacing the bent-up corner section of the apron. Additionally, a refund of $447.33 was issued to cover the additional water charges incurred.
  As of our last communication, there have been no further correspondence from *******, and we have not received any reports of unresolved issues. We take customer satisfaction seriously and have made every effort to ensure a fair resolution.
  To update the status of this complaint, we kindly request guidance on the specific process or documentation required by the BBB. We are committed to maintaining transparency and addressing any outstanding concerns promptly.
  Thank you for your attention to this matter. We appreciate the BBB's commitment to facilitating fair resolutions between businesses and consumers.

• Initial Complaint

  Date:09/08/2022

  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.

  CONTRACTED WITH KAYAK POOLS FOR INSTALLATION ON 10/23/21 WITH INSTALLATION DATE OF LATE SPRING EARLY SUMMER OF 2022. WE WERE NOTIFIED IN EARLY MAY 2022, THE INSTALL DATE WOULD NOW BE POSSIBLY LATE SUMMER. WE THEN PROCEEDED TO START AND COMPLETE INSTALLATION OF PATIO AND SHED PROJECT. WE WERE CONTACTED AGAIN CONCERNING PERMIT APPLICATIONS ON JUNE 21,2022. WHEN ASKED FOR AN INSTALLATION DATE WE WERE TOLD CANNOT SCHEDULE INSTALL DATE WITHOUT PERMITS; AFTER APPLYING FOR PERMIT WITH HOA AND FORWARDING IT TO KAYAK WE STILL DID NOT GET AN INSTALL DATE WHICH IS WHEN WE DECIDED TO CANCEL THE ***** AFTER NOTIFYING KAYAK OF CANCELLATION, WE WERE TOLD THAT WE ARE NOT ENTITELED TO A FULL REFUND UNDER THEIR POLICY BUT WERE LATER TOLD DUE TO THE DELAYS WHICH WERE NOT OF OUR DOING, KAYAK IS WILLING TO GIVE US A 50% REFUND OF OUR DEPOSIT OF $9,730.00 BECAUSE OF EXPENSES "KAYAK" SAYS THEY INCURRED. WE FIND THIS UNACCEPTABLE DUE TO THE ***** THAT NOTHING WAS GIVEN TO US AND ONLY AFTER WE NOTIFIED KAYAK OF THE CANCELLATION, WE WERE THEN NOTIFEID THE EXPENSES WERE ALREADY INCURRED ON THEIR SIDE. IN OUR OPINION, WE FEEL WE ARE ENTITLED TO A FULL REFUND, AFTER REVIEWING ALL OF KAYAKS DECEPTIVE PRACTICES.IS THIS HOW KAYAK DOES BUSINESS, BY NOT FULFILLING THEIR CUSTOMERS CONTRACTS, & ONLY AGREEING TO PAY BACK 50% OF THEIR DEPOSIT???WE ARE BOTH SENIORS, HAVE WORKED ALL OF OUR LIVES & TO BE HONEST WE FEEL THIS IS A FORM OF "EXTORTION"!PLEASE REVIEW OUR COMPLAINT & HOPE TO HEAR FROM YOU SOON.

  

  Business Response

  Date: 09/20/2022

  On October 23, 2021, the ****** signed the attached agreement that states, Customer understands current timeline of late Spring, mid-Summer 2022 pending weather, financing, and any major unforeseen circumstances. The ****** pool was ordered on November 4, 2021, after we received the 25%required. We have their pool in our warehouse, ready for delivery once we received the ****** permit. The customer informed us in May that the permit is good for 60 days and we recommend that they wait. The ****** pool was ready for delivery and Kayak requires the permit to be on file before delivery.  On July,18 2022 we requested the permit and ************** replied that he would submit it on that day. Kayak was on schedule for the mid-summer timeframe given when we were notified on July 28,2022, that ************** wanted to cancel and be refunded. He had built a shed and installed concrete and the pool they were about to have delivered would no longer fit in his yard. At this time, we offered to downsize his pool to accommodate his needs. ************** was also informed that according to the cancelation policy on his signed agreement that he does not qualify for a refund. Due some early spring manufacturing and weather delays beyond our control Kayak did offer to refund the ****** 50% if the deposit paid and the remaining balance would remain on their account if they decided to come back to Kayak in the future. The ****** did not accept our offer.

• Initial Complaint

  Date:08/31/2022

  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 purchased a pool in July of 2021 was told it would be installed by Nov. of 2021. It never happened the spring of 2022 I called the company many times and was told one excuse after another her it is September and our pool is still not fully installed. When I told this man **** I wanted a refund, all of a sudden the pool was going to be delivered on the day of delivery we had to give them a certified check to pay for the remainder of the cost of the pool and we did that. Two days later we we called for a date to install when the installers came to put the pool together low and behold parts were missing, called the company again every excuse in the world i finally called the company that sells the parts to kayak and asked what was taking so long the women told me she would send them out the next day and she did. Now we are waiting for the heater and stairs. So the way it stands we cant use our pool that was purchased in 2021, its now Sept in IL. So looks like we have to wait until 2023 to use this pool. I would appreciate anything you can do for me and my family. Thank you so much.

  

  Business Response

  Date: 09/15/2022

  The *** ********s pool has been installed with the exception of their steps and heater. The steps are scheduled to be delivered this week and the heater is on its way as well. Neither of these components would keep the San Filippo family from enjoying their Kayak pool.