ComplaintsforKayak Pools Midwest

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our kayak pool 16x24 It was installed by kayak in ground This was July 2021 We had our pool professionally closed and opened After opening within 24 hours we lost all our water and sand due to a broken pipe.We contacted kayak sent pictures and were told we were priority if we paid $****** to brace the pool and assessment of what it was going to cost us for repair and new liner etc.This is a ******* pool that we had no control over this damage. Now kayak has another ******* we paid to get someone out here ASAP It has been 5 days No one returns our calls.We are just sick over this. We are being ignored and they have taken our money. We are retired and ***** is a veteran. The pool was put in for keeping us healthy and moving.We swam for a little over one month last year.We just want some communication and this issue fixed.We have pictures and opinions of pool contractors.We are so worried its going to cave in from lack of water.We do not know where to turn besides an attorney, however we thought we would start here first.Sincerely *****************************************

  

  Business response

  05/26/2022

  We did install a 16x24 Kayak Pool for the Thompsons. The Thompsons chose to go outside of Kayak and have an independent company close their pool. This company did not put antifreeze in the pipes, which caused them to burst and cause damage to their pool. The Thompsons reached out to us extremely upset about the damage, we are not liable for the actions of an independent company outside of Kayak that the ********** contracted. We understand that the Thompsons had no control over the damage, but neither did we. We cannot control who they hire to work on their pool, and in this case they hired an outside company and that company made a mistake. The ********** paid for a service call to have their pool evaluated and braced, which we had done immediately (in under a week). Seeing that our service is currently 6-8 weeks out this was incredibly fast as we understood the urgency of the situation so we wanted to get this done for them quickly. At this time we have done what we were contracted to do in bracing the pool and we apologize that we cannot be of more help.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with them almost a year ago for a pool. They told us July install date as worst case scenario. They didnt start install until November. Finished the boards around it in December. And left it wide open all winter. With water in it. We couldnt get our cover we paid for until backfill was complete. Well all the ice hit. And backfill took longer than expected due to **** weather. Its now almost May. They ruined our yard with their dump truck. Cracked the side wall. Had many change in employees. Lack of communication. And we still have no cover installed, a non functioning pool, the water is green and the liner is super wrinkled. The side walk and yard isnt fixed. And all they care about is pointing fingers at someone else to blame. We have no fence. So this is a huge liability to me. The cover was our fence.

  

  Business response

  05/09/2022

  We have reviewed the customer complaint and their file. Pool was ordered on 6/11/2021 and was quoted ***** business days, a July install has never been stated to the customer. On 10/6/2021 via email the ***** were given a best/worst delivery period of mid.October to mid. November. Customers pool was delivered on 11/5/2021. Pool was installed 11/29/21. In December, the customer was instructed that the backfill needs completed before cover can be installed. Contract states the customer is responsible for the backfill. On 1/28/22 and 2/17/22 it was reported that the backfill was not completed. On 4/4/22 we confirmed backfill was completed. The Cover was scheduled for installation, but they were unable to complete the cover installation at that time due to the backfill blocking access to the side of the pool. The cover installer has been notified that the backfill has been removed and is rescheduled for install on 5/23/2022. We will be sending a technician to service the liner. We are waiting for the three quotes we have requested for the sidewalk damage to assist with repairs. We do apologize for the delays and are working diligently to have the pool completed for an amazing summer of swimming. 

  Customer response

  05/10/2022

  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 below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  

  I have sent multiple times to ******/******/***** the cost for repairs to the yard and Im being told they are looking into it. And now no response for it. 
  the cover isnt installed because they didnt tell us to not backfill where the cover goes. So thats on them. The lack of communication is unreal for them.  
  

  we couldnt backfill until at least January due to the wood not being completed on their end. And then we got hit with multiple ice and snow storms. We were told coverstar wouldnt be able to install the cover until spring because they take the winter off AFTER our pool was already installed. 
  Regards,
  
  *******************

  
  

  

  Business response

  05/23/2022

  We wanted reach out to apologize for the experience you have had with our service here at Kayak Pools, we understand it has been a difficult time for you. We are making internal changes to assure this is does not happen again.  We also wanted to thank you for giving us the opportunity to correct your issues. We were informed that your cover is due to be installed today on 5/23/2022. It seems as though you are on your way to an amazing swim season. 

  Customer response

  05/31/2022

  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 were told another install crew would be reaching out to us to set a date to fix our problems at Tuesday at the very latest  and here we are once again with another set back because no one contacted us.  90 degree weather and our pool is still useless to **  we did get the cover, so at least we dont have to stare at green water anymore.  The amount of stress this has caused is unreal and ridiculous at this point. My kids beg every day to swim and unfortunately due to kayaks untimely manner in fixing anything we are still delayed.  Its summer break and we arent even able to enjoy the pool  
  

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

  
  

  

  Business response

  06/03/2022

  We have spoken with ************ today and addressed all of their concerns. He is aware that someone from our service department will be coming out to his home tomorrow to take care of the liner and get everything resolved to their satisfaction.

  
  Thank you,

   

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

  HR & Marketing Manager

• Initial Complaint

  03/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A year ago in March my husband and I made a down payment on a pool. Secured the building permits as requested, lined up the subcontracted help, and were told that within 2 to 3 weeks, the pool will be delivered and ************************************************ 24 to 48 hours. I have contacted their complaint line which is indicated at the beginning of this contact, and was and have received $1000 off of our purchase. It has been well over a year and our permits are now expired and will need re-purchased. Kayak has agreed to do that but we have yet receive a schedule date of delivery and time of pool installation. It was very disappointing to think we would have a pool before end of summer last year and have yet to receive it. Multiple emails and attempts have been made to get information regarding our installation without success. My husband and I at this time feel we have been missed lead with false advertisement and poor customer service.

  

  Business response

  03/30/2022

  The Poynters signed their contract on April 18th and didnt make their 25% deposit until May 18th.  Kayak did not tell them the pool would be delivered within 2-3 weeks, their contract states ***** business days pending weather and any major unforeseen circumstances. Kayak did offer $1000 compensation when they contacted our customer service department. They signed their contract on April 18, 2021; It has not been a year yet. The permit is not expired for a few more weeks and Kayak has agreed to pay to have the permit extended. At this time, we cannot provide a scheduled date of delivery due to the weather, and we have not started installing for the season because the temperatures are too cold right now. We understand this is disappointing, but currently the entire world is delayed, we are moving as quickly as possible. Once our season starts,we will be getting them installed very quickly so they will have a full swim season. Kayak has replied to all the Poynters emails providing her with whatever information we have at the time, again, we cannot provide an exact date when the temperatures are this low and our install season has not started yet. There was no false advertising, just COVID & manufacturing delays as well as labor shortages and extreme weather last year that we couldnt have anticipated. Kayak Pools has gone above and beyond to make them happy by taking $1k off their pool price.

• Initial Complaint

  02/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  5-29-2021 we did a virtual appointment with Kayak Pools Midwest. We wanted an above ground pool but was talked into getting a more expensive pool on the basis that it would be able to be installed this year and that the other ones would not. We were told that our pool would be installed ***** days after all paperwork had been completed. 6-28-2021 paperwork was complete. 6-21-2021 pool was paid off with Kayak. After many phone calls and e-mails and many different excuses what the hold up on our pool was, on 11-19-2021 we received an e-mail stating that they were no longer installing pools for the season and that they would give us $1000 to store our own pool. We agreed to this and they movers were supposed to contact us the next week. 1-23-2022 I sent them an e-mail asking what was going on and got a response that the money would be deposited into our account and the pool would be delivered by the end of February. I was also suppose to be receiving a solar reel that we were told we would get but they failed to **** on the paperwork. All of this was supposed to happen by the end of February. We have been dealing with excuse after excuse and lie after lie with this company for almost a year! We have a fully paid off pool and NO pool in our yard. I am tired of being lied to about what is happening and all the broken promises that they have given. Kayak is supposed to be a reputable company, but they are NOT. Although we were initially told that Kayak was experiencing NO delays because of Covid, we understand delays. What I do NOT understand is ALL the different excuses and ALL the lies we have been told on what is going on with our pool .As of almost a year later we have received NOTHING as promised, even the delivery of our pool to store ourselves! i have attached a copy of the contract, the letter where we paid the pool off and the last 2 e-mails that were sent between us and Kayak. Their promise of delivery by the end of February was the last we have heard from them.

  

  Business response

  03/09/2022

  ******, We truly apologize for the delay. Our delivery driver should have contacted you today to schedule your delivery and the $1,000 refund is being processed tomorrow by our billing department. We greatly appreciate your patience with us. Thank you and have a great day.

  Customer response

  03/15/2022

  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. 
  6 days after Kayak pools finally responded to my complaint and NOTHING has been done as they have said. My money has NOT been deposited back into my account, and NO ONE has called to set up a time to bring our pool. And they didn't even mention the solar cover that was supposed to be sent to me separately 3 months ago. So, no, this took care of nothing. Once again they have lied about what they are going to do and have done NOTHING! This is how our whole experience with this company has been!
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

  

  Business response

  03/16/2022

  ******, 

  The $1,000 reimbursement was issued last week via check in the mail, you should be receiving it any day. We have reached out to our delivery driver to ensure he calls you by the end of the day to schedule your delivery. We apologize for the delay. 

  Customer response

  03/21/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution. The pool is now here but the check that has been in the mail for over a week is NOT here ,also, I want to know where my solar reel is, I have asked about this through here twice now and you have said not one word about it. It was supposed to be delivered to me about 4 months ago per email that is attached. I want to know where it is and the money too!
  
  Regards,
  
  ***************************
  

  

  Business response

  03/29/2022

  The check was issued on 3/10/22 via mail. The customer should have received it by now, if not we can cancel the check and reissue it. The pool was also delivered. The solar reel was ordered it just has not been delivered yet, it will be delivered to the customer directly. The manufacturer is currently averaging 6-8 weeks or longer on all accessory shipments. Solar reels recently came off backorder and there are a lot of orders from last year that need to be fulfilled before they will begin shipping out new orders, however, it was ordered. We hope this addresses all of the customer's concerns.

  Customer response

  04/05/2022

  Better Business Bureau:
  Well, first of all, this is not a new order, or should not be, we were told this was ordered last year. And second, we did finally receive the check. We have been told several times that we would be at the top of the list for installation this year when they began to install again, we would really like to know when this might be done, we are going on a year now. It is really a shame that we have to go through the better business bureau to get anything done here. We would like to know when this job will be finished.
  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

  

  Business response

  04/15/2022

  While our installation season still has not officially begun due to the amount of rain we have experienced over the last few weeks, we are hopeful the weather will warm up and the ground will be dry enough to begin installing very soon. We have given your work order to one of our installers to schedule your installation date! Our installers create their own schedules based on the weather, so they will contact you directly within the next 2-3 weeks to schedule your installation date with you. Please note that our office will not be providing you with an installation date, that will come directly from your designated installer. When they reach out to you they will also go over more specifics regarding installation day and answer any questions you may have.We appreciate your patience and are looking forward to getting you swimming!

  Customer response

  04/25/2022

  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. 
  
  We finally have a date to have our pool set up .I would like to thank the Better Business Bureau for helping us get this taken care of, we have not had a good experience in dealing with this company at all, I would hope that in the future this company that is supposed to be so highly rated will improve on how they care for their customers.

  Regards,

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

• Initial Complaint

  02/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a pool in March 2021. It was delivered and was supposed to be installed in August 2021. The company did not account for the slope in the backyard and couldnt install the pool unless a retaining wall was installed. From September to November the company sent two landscaping companies out to get a bid for a retaining wall. After receiving the bids, they emailed us stating they were cancelling our contract and tried to charge us even more money. They finally offered to reimburse the full out of pocket expenses. Then they offered to give ****** toward a retaining wall. I have contacted the company twice in the last month to get my money back and no one is responding. I want my money back and someone to pick up the pool that has been taking over my driveway since August. I have been dealing with this company for nearly a year. I am tired of dealing with their horrible communication and want my money back. I have already lost over $2500 in interest, permit, sand, etc. and dont want to continue paying interest on a product that was never installed.

  

  Business response

  02/25/2022

  When the customer purchased their pool with us we asked what the measurement of the slope was in the backyard. The customer informed us that it was a 3 feet slope and provided their own drawing of the backyard with measurements and then confirmed those measurements in 2 recorded phone calls with us. Once our installers got out to the property they realized the slope measured 9 feet instead of 3 feet, which is a very large difference and caused the pool not to be able to be installed. Unfortunately, at this point since the pool has been ordered, completed manufacturing, and delivered by Kayak we have extensive costs incurred and will be taking a large hit on this financially. We did offer to help with the cost of a retaining wall, but ultimately the customer asked to cancel. We have tried to negotiate with the customer and we have reduced the cancellation fee from 15% (as outlined in their contract) down to $2,500 and then finally down to $1,250. We cannot go any lower than this as our costs significantly outweigh this. We have agreed to refund all but $1,250 to the customer and informed them of this via email. 

  Customer response

  03/01/2022

  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. 
  
  I have been trying to resolve this issue since August 2022. Since you are asking us to consider your hard costs, then our hard costs shall also be considered; thus, please deduct the $1250 from our hard costs ($2931.46). 
  
  Below are my hard costs. In December, I requested a full refund and reimbursement for my hard costs (since you had offered to spend $10,000 to fix your mistake). At this point, if I am not refunded the full amount, I will move to litigation. I am tired of paying for a product that I cannot use or enjoy. I have also contacted BBB again requesting a full refund.
  The following out of pocket expenses are: (Total: $2931.46 plus the time and stress this ordeal has cost me)
  1.      Building permit: $359.04
  2.      Down payment: $500
  3.      Certified check fee: $30
  4.      Storage of pool: $432 (the average cost for a 5x10 storage unit-$72 for 6 months)
  5.      Sand: $272.53 for 5 yds of masonry sand with delivery (We had to place this order on hold. The company still charged us the amount).
  6.      Interest: $144.01 (I would have been earning .50% on $28,737 for the past 11 months)
  7.      Interest Paid: $632.21 (I have been paying 2.5% on a loan for $25,000 for the past 11 months)
  8.      Yard repair: $195 (Black drainage pipe ($60); Labor ($100); Grass seed ($35))
  9.      Day off for pool install: $366.67 (I had already requested the day off for the pool install)
  10.     Time: I have spent a TON of my personal time to respond to emails.
  

  Quite frankly, I am confused as to what hard costs even equal $1250. The definition of hard costs is "any cost associated with the physical construction of the project, equipment used, or labor associated with the installation." 
  Installation: Since our pool was not installed, I actually overpaid as the installation was supposed to be included in the cost; thus no hard costs were incurred by your company.
  Manufacturing: Your company will receive the pool back and resell it for probably twice as much considering the pool market right now. 
  Shipment/Delivery Costs:  From Kayak to our address is 246 miles. When our pool was delivered, the two workers told us there were 3 other deliveries on the truck. Ill assume that adds an additional 246 miles to the day. Roughly $800 to deliver 4 pools. So the cost would be $200 per customer. 
  -26 foot box truck with lift gate
  -$250 per day + $**** per mile
  -246  x **** = $49.20
  Round trip = $*****
  
  -10 hours of work @ $20 hr = $200 x 2 workers = $400
  
  -250 + ***** + 400 = 748.40
  
  So technically it looks like we owe $200 instead of $1250. Once deducted, we should receive a check including the deposit ($500); down payment ($13,309); pool ($40,428); and our hard costs minus $200 ($2731.46). TOTAL: $56,968.46
  
  
  Again, may  I remind you, WE DID NOT CANCEL OUR CONTRACT, Kayak did; therefore there should never have been a cancellation fee associated with this issue. I have been dealing with this company for over a year with patience and a whole lot of tolerance. The mere fact that you are trying to charge us a fee for your mistake and your inability to install the pool is not what I consider "putting your best foot forward to resolve an unfortunate issue." I was the one who was being more than kind to simply accept the original reimbursement of the pool ($54, 237) instead of deducting my hard costs. I am also saving you $10,000 that was allocated to fix your mistake. Your company has lost nothing and will only gain more money when reselling this pool. I will have no pool and will be out nearly $3000 because of your mistake. 
  
  I look forward to someone reaching out to schedule a pickup this week (My son has not been able to play basketball as it takes up half our driveway). Please make sure a certified check is provided before or at the time of the pickup. I may be reached at ************.
  
  
  Regards,
  
  *********************

  
  

  

  Business response

  03/16/2022

  ****,
  
  
  Our hard costs are as follows:
  
  Delivery of the pool - ******
  Pick up of pool (estimated) - 1040.00
  Storage (bonded warehouse, 4 months) - 620.00
  Custom ordered **** ****** liner (fyi, we have ever sold one of these in 35 years) will probably have to discard - 2725.00
  reorder of new liner, flat bottom - 1100.00
  Discount of pool(cannot resell as new) - 5500.00                                                                                                                              
  
  
  Man hours: 22
  
  
  TOTAL - 22  x $25/hr = 550.00
  
  GRAND TOTAL = 12,375 
  
  
  Conclusion:
  
  Because of the pandemic, we were doing ONLY remotepresentations and all grades come from the customer. If you were or are unsure of your slope in your yard in the least, all you needed to do is state that and we would have done an on sight inspection BEFORE ordering a custom liner and sending an installation crew down. Instead, per your conversation, you clearly stated it was a 3 grade.
  
  We will cut the hard cost in half and split it with you. All monies paid by you are always on account if you ever decide to move forward with us in the future. We also will need 6-8 pictures of ALL of the parts etc so to evaluate their conditions in advance. Will refund immediately and the other immediately after pick up of the pool. Unfortunately, there are no winners here but seems to be the most fair for all parties concerned.

  Customer response

  03/22/2022

  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. 
  
  Kayak cancelled the contract on November 2022, therefore no hard costs should be applied. In addition, man hours are not considered hard costs and the costs listed under their hard costs are inflated compared to the prices listed in the magazine. Finally, our hard costs were not considered at all even though the company has admitted fault. 
  
  Regards,
  
  *********************
  

  

  Business response

  03/29/2022

  We have communicated with ***************** back and forth to try and come to a resolution. At this point we have taken into account her hard costs, our hard costs, and have settled on a final cancellation fee of $1,250, which is significantly reduced from the original fee outlined in her signed contract. We did not cancel the contract in November 2022 like ***************** stated, as November 2022 is several months from now. We are aware of the negative review ***************** has left on ****** speaking very poorly of Kayak and we are now communicating solely with her lawyer that she contracted to assist with the resolution. Thank you.

  Customer response

  04/03/2022

  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. 
  Again, we did not cancel the contract, the company did. This, no fee should be applied. The comments made on ****** are completely accurate. We are in no violation of submitting our experience for others to use. The company is not talking to my lawyer. They have refused to communicate with me. We have paid in full and have nothing to show for it. We have also offered to pay 1/3 of the $1250 or have the company fulfill their contract. They refuse to tell me if this offer has been accepted. My offer is more than fair considering I should not be paying a dime since I did not receive the service I paid for. 
  
  
  
  Regards,
  
  *********************
  

  

  Business response

  04/05/2022

  We have emailed the customer's lawyer and have not received a response from him. At this point we do not want to continue arguing, so we will compromise and refund the customer in full. We do request that she remove the ****** review, and that the BBB complaint not be named public. It will still remain a reportable complaint, but if the consumer requests that it not be made public, the BBB can do that. We will arrange pickup of the pool and as long as all parts are present and not damaged we will issue a full refund of all funds paid to us (totaling $54,237) within 5 business days of pickup of the pool.Please note that our delivery drivers are not back yet for the season so we will not be able to arrange pickup until the end of this month at the earliest, but once they are back we can get this arranged. Thank you.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We entered in to a contract w/ Kayak Pools Midwest 3/10/2021 after attending a virtual sales presentation w/ their representative, ***********************. We were told at the time of the presentation that barring any major weather delays we were on track for install for late May/early June 2021. We took a few weeks to review the materials presented and figure out our finance options. On 4/2/21, I reached out via email to the sales rep, asking if we were still on track for late May/early June install date. I was told yes. We then proceeded to put down 25% of the total cost of the pool, in addition to the $100 deposit we gave them on 3/10/22. The total amount given to Kayak via our bank credit card was $7082. (25% is what we were told we had to put down in order for the pool to go to manufacturing, more than 15% stated in the contract.) We entered into this pool contract for a pool to delivered and installed for the 2021 swim in ****. After weeks/months of delays we decided to cancel the contract. It was apparent that Kayak was not going to adhere to their end of the this contract. We were patiently waiting for our pool to be delivered. We could not be given any type of time frame as to when our pool would be delivered/installed. We emailed Kayak Pools Midwest on 7/29/21 informing them we were cancelling the order. We requested our deposit refunded due to non-fulfillment of product or service. We were informed they will not be refunding any of our deposit. We did consult w/ our attorney who encouraged us to file complaints w/ both **** and ******* ************************** which we did in 08/2022. As of today 02/10/2022, we still have received our any portion of our deposit back.We received an emailed 11/15/2021 from ************************* (Service Manager) that our pool package was officially completed in stock. They were requesting we take delivery of the pool and store it on our property for install sometime Spring 2022.

  

  Business response

  02/23/2022

  We have been communicating back and forth with the Millers for several weeks, we sent the latest email (below) to ******************************* today at 1:09PM

   

  "The general manager has agreed to reduce the 15% cancellation fee from $4,249 to $1,250. This would mean you would be due a refund of $5,832 and your pool order would be cancelled. We can process the refund this week."

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We signed a contract and paid a $16,000 deposit in July 2021 for a pool that was to be installed between September and October of 2021. After many missed deadlines and incorrect paperwork on their part, we were told that our pool was in and would be installed in late November. That time passed and we had no contact from company. We were promised weekly updates at signing of contract but upon contact through email on our part we received only a mass update. When my husband finally spoke to someone in December in customer service, she said our pool was not even in and would not be installed until Spring at earliest. My husband asked when they were going to tell us this and why we received the email that it was in during November 2021. She said she would speak to a manager and call us back tomorrow. She did not. Since January of 2022 we have left numerous emails and left voicemails. Our only response is a mass reply saying that they would return our call or email within three to four business days. We even said that after two months of wanting to speak to someone and receiving no reply, we would contact the BBB. Nothing happened We are seeking help in having someone from this company get in touch with us in regards to what happened in 2021 and when we should expect the pool. At this point we just want information and guidance. Any help you can give in having a manager from the company call us is needed as we cannot get ANYONE to call us back and they have $16,000 of our money.

  

  Business response

  03/08/2022

  The installation manager spoke with ****** in February and then ******** new designated installation coordinator spoke with her on March 4th and explained where we are at with installation and informed her that she will be one of our first installs of the 2022 season. She is set up to receive biweekly touchbase calls. We do truly apologize about the lack of communication and will ensure she is communicated with throughout the remainder of this process. Getting her pool installed is our upmost priority. Thank you. 

  Customer response

  03/10/2022

  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

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Kayak Midwest March 15, 2021. We were told we would be swimming by June 1. 100% respect labor shortage which caused the massive delay and we were communicated with weekly. Our pool was sitting in storage since May (no parts shortage).We were contacted at the end of the season Nov to install and that the pool would be installed in a day. I questioned installing because they never filed for permits in ****** County and they were ok with being fined. We were installed the day before Thanksgiving 2021, the dig took a lot longer. And the contractor ********************* left our job site pool uncovered, no orange fencing and no idea if they would return. ***** told us that was Kayak's problem not his.Our drains were not cut, the cover was installed, we have lots of wrinkles. I have been told by other installers that they should never have installed the liner when it was that cold. We were forced to sign paperwork saying the job was done otherwise ***** would not get paid.Our cover was to be installed Dec 4 and Dec 4 came and went no cover. Our daughter who is 3 years old fell in our pool that night and we were thankfully all present and able to pull her out.The cover finally got installed on Dec **************************************************************************** Nov and install. Now we are left with a non functioning pool, backfill not completed and no idea if anyone will be back to complete the job. I have emailed and called multiple times and no one has contacted me in over a month.We paid close to $50k to have a non functioning pool, no communication on a competition date. We want our money back.

  

  Business response

  02/08/2022

  We apologize for the frustration you are experiencing. The backfill of your pool was completed on the 1st of December, the cover installation was scheduled for that Friday but they did have to reschedule.The cover was completed on the 17th of December. We understand that you were not happy about the 6 of dirt that settled around the pool and the cover box, however, we do disclose to all of our customers that settling of dirt is a natural occurrence and that is why we do the initial backfill. We have gone above and beyond in agreeing to come back out and backfill again and have sent the work order to ************** who has been in touch with you regarding additional backfill. 

  Customer response

  02/09/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  

  i had a contractor reach out to me about completing the backfill after i posted in a fb group that Kayak Midwest doesnt manage  They have not returned an email or phone call since December when i was furious about our daughter falling in the pool.
  

  when i spoke with this new contractor I asked him what he was told in regards to the work that was needed to finish the job and he said he would come over with a wheel barrel and shovel and knock it out in an hour  i let him know by sending pictures of our current situation and also let him know that the additional dirt is sitting two lots down  that this was unreasonable to send a contractor out and not giving him the full scope of work  the contractor said he would be in touch and i have not heard a single word since  

   

  kayak midwest should never have offered to do backfill or even charge us if they were not going to finish the job  settling is absolutely normal and we understand but the backfill has never been completed  we have sharp edges around the pool cover and we were told that once the pool cover was installed they would come back again around the pool  the sales rep told me that we would have dirk ***** and graded to our pool  

   

  furthermore the contractor also said we should have never installed the liner this late in the season  we will not be able to use the current liner and that he never installs liners this late in the season  kayak just wanted out money and has zero intentions of finishing our job  

   

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

  
  

  

  Business response

  02/21/2022

  We did complete the original backfill of the ********** pool (see attached photos) and then we did agree to come back and do additional backfilling due to the settling of the dirt. The reason the dirt was placed 2 lots down was because there was not enough room for it in the ********** backyard. Because of the snow & cold temps, we were unable to complete the additional 6 of backfilling that need to be done around the cover box and that is what she is referring to when she is talking about the sharp edges. The dirt that she has for the backfill was/is filled with ice & snow, and we would not be able to use it if we tried to complete it right now. The weather is warming up this week (mid-50s by end of week) and we will be able to complete it then. 
  
  As far as the liner goes, we had a very experienced crew out to her home when the pool was originally installed; the drains were purposefully not cut into the liner, which leave wiggle room to stretch out any of the wrinkles. She knows this and was made very well aware that the liner will be stretched in the spring & the plumbing would be completed once it was warm enough.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hope anyone looking for a pool reads this review. I decided to buy a pool from Kayak Midwest after there sales rep **** decided to fill my head with lies. He told me that if i purchased the pool from them that they would only take 4-6 weeks and worse case scenario 6-8 weeks. I gave them a deposit of 16k and patiently waited. This was in June of 2021. We are now in January of 2022 and still no pool. After repeated calls and emails to Kayak i was given every excuse in the book. Even sometimes when i emailed or called i never received calls back. I reached out to the liar **** and he blatantly told me its not in his hands and told me to talk to corporate and then stops responding to me. He wont answer any of my calls. When i reached out to corporate a lady named ***** answered and I let her know I was upset and wanted a installation date. Instead of easing my worries and making everything ok she tells me that she doesnt like my tone and for me to have a lawyer contact them. A day later i get a email from Kayak asking if they can deliver the pool and wanted me to store it in my garage until summer time with no install date set. They also asked that when its delivered that i pay the full amount owed. They want me to pay the 46k balance without it being installed and for me to just store it in my garage for 6 months. I mean what kind of company asks there customer to even do that. Who would want 62k of there money just sitting in there garage waiting for this untrustworthy company to come and install it. So i just hired a lawyer and i am suing them. I want all my money back and i will never ever deal with this company. I ask any **** person who is looking for a pool to make sure theyvread Kayaks reviews. See you in court Kayak

  

  Business response

  01/20/2022

  The 2 attorneys have been mediating back and forth on ours and the Abdallahs behalf to come to a resolution. They finally came to one today and the matter is being resolved. We will be offering the customer a partial refund and a guarantee that the project will be started no later than April 30^th pending weather and any major unforeseen circumstances.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 5/17/2021 we entered into a contract with Kayak Midwest to have an in-ground pool installed. There were hiccups along the way but eventually the pool was delivered 9/27/2021 (or at least we thought all the parts we ordered were delivered but there was no packing slip or checklist for us to know for sure). We were required to pay all but $1000 at the time of delivery. After numerous weeks and lots of calls and emails, we finally had an installer scheduled to come and install our pool. When the installer showed up and unpacked the skid of parts, we were told that the heater was not included. Without the heater, the pump/filter can't be properly installed and the completion of all the gas lines, electric, etc. can't be completed. When we reached out to Kayak, we were told that the heaters were on an extreme backorder and that they were trying to find another vendor. (a quick ****** search and I could easily find heaters in stock and available immediately). We have emailed *****, ****** and customer service requesting an update on the heater and asking if it were an option to be refunded money for the heater so that we can get one and get this project completed. Emails and voicemails have been sent/left and we have had no response. This seems to be the *** for Kayak when they don't want to do the right thing. They could have done the same search I did and ordered us our heater and we would be done. Now we have a pool partially installed that is exposed and not winterized due to not having it completed.

  

  Business response

  01/12/2022

  The Kennedys will receive a refund of $2,249 since they did not give their $1,000 completion check to their installer due to the heater being on backorder. If we subtract the $1,000 they still owe on their pool balance from the $3,249 they paid for the heater we are left with a balance due to the ********* of $2,249. We will get this refund check processed and out to them in the mail and their account will be paid in full. Thank you!

  Customer response

  01/14/2022

  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,

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

  Customer response

  07/12/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Our pool was installed in late 2021. At the time of install, we noticed the liner had a lot of wrinkles in the bottom. We asked ***** (the installer) about this and was told that when it warmed up, they would go away but if they didn't, they would come fix it. It is now the middle of July. We finally got them to show up the end of June and they realized what we had been telling them all along - that they need to empty the pool. Well, they did. And then things got worse because there was no longer pressure holding the sand under the liner in place. Now they need to pull back the liner, fix the sand and reinstall the liner as well as replace all the water that has been removed. I have emailed Kayak and we have texted and called ***** about when this problem will be fixed. NOBODY responds. I now am losing a whole season of pool use. Kayak has been paid in full. And neither Kayak or the installer seem set to fix the problem. What is supposed to be a pool is now a mosquito breeding area. I want this pool completed or a full refund. This has gone on too long.

  Finish the Job
  
  Regards,
  
  *******************************

  
  

  

  Business response

  07/19/2022

  We have been in contact and working with the ********* to resolve their issue. A new liner has been ordered. We have asked that the ********* contact us when they receive it. A technician will reach out to schedule their liner replacement. We will also coordinate and pay for water delivery and sand if needed. 

  Customer response

  07/29/2022

  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 do appreciate that **** from Kayak has been responsive (not what we had experienced before him).  However, we are still in a holding pattern. Kayak has had all our money since late last year and yet we still do not have an operable pool.  We have received multiple delays and excuses.  Now we are back to waiting on a new liner to be delivered.  We will not get much if any use of this pool this year and unsure when this will get corrected.  Now we have to delay the concrete and fence install because we aren't sure what all will need torn apart to install a new liner.  It seems the biggest struggle is the communication between Kayak and their installers.  We have now had a total of 5 days that my husband or I stayed home waiting on someone to fix the pool and nobody showed up.  It always takes US calling THEM to find out where they are and why they aren't coming this time.  We thought going with a company that has been in business as long as Kayak has, that they would run like a well oiled machine.  We were wrong.  It appears we have given a company over $40,000 and have only a hole in the ground that is breeding mosquitos.    We will continue to wait for the new liner and then wait for the install of the new liner.  Hopefully all before winter.  I will not say we are satisfied until this project is done and Kayak does something to make this right.
  
  Regards,
  
  *******************************
  

  

  Business response

  08/08/2022

  The ********* are scheduled for their new liner to be installed on August 12th. We have coordinated and paid for a water truck for August 12th as well. We will have you swimming soon.

*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. ↩