Complaints

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• Initial Complaint

  Date:08/10/2022

  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.

  This company came to my house and replaced the pool in my backyard. After the job was finished, I noticed that one of the pillars that holds up the side of the pool on the inside was not covered by the screenings or the happy bottom that was put down. There is a concrete block that the pillar is standing on which is poking into the liner of my pool and a hole is starting to occur. I noticed this right after the job was completed. I have contacted this company numerous times regarding this issue for the warranty, and they said that they would pull the paperwork and call me back. No one called me so I called them back and left a message. The owner of the company called me back and said that he would have to come out and look at it but he thought that it wouldn’t be covered under the warranty because he thought that it was something that I did! There is 16,000 gallons of water on top of the liner there is no way I could have done anything to make this problem occur. The next time I heard from him he said that he would be at my home in 40 minutes. I was at work and unable to be back to my home in 40 minutes after he was told this he got upset because he was coming from so far away. I didn’t want him to go into my backyard alone for two reasons, one I have a dog back there that I don’t want to get out and I don’t want that dog to bite anybody. If the job that he did at my home was too far away for him to take it, then why did he agree to do the job? This last phone conversation was two weeks ago and I have not heard anything from him since. I am seeking my money back of $2050 because in order to get this problem fixed I have to drain the pool to have the brand new liner removed and thrown away because there’s a hole in it. Then this concrete block under the pillar needs to be covered up so that it isn’t poking through. And another brand new liner needs to be put down, and then the pool needs to be refilled. I intend to have a different company fix this mistake.

  Business Response

  Date: 08/25/2022

  Pool Sharks did install a pool for ****** ******* at **** ******* **.  The install was completed August 4, 2021. We received a call from ****** July 12, 2022, claiming that there was a foundation block exposed on the inside of her pool and it must be from an installation issue. I replied that something must have happened because an installation issue would have been and obvious issue from day one. She then made the claim that it was an issue since the time of the install. I then asked her if there was an issue with the install why she waited a year to contact me. She replied that she had just been watching it. At this point I told her I would have to come back to take a look and if this was an install issue, we would drain the pool and pull the liner back to cover the block and put a small patch on the liner if needed. She replied that this would not be acceptable because she had a brand-new liner and now it is trashed, and she wants a new liner.
  

  Pool Sharks has been booking installation work a year and advanced and have been very busy with pre-booked work and had not had a chance to go take a look and received another call from ****** on July 25, 2022. At this point I made an attempt to travel to the property on a day we couldn’t install due to rain I contacted ******, and she first told me she wasn’t home and that I wouldn’t be able to find the issue. I told her she could explain to me where to look for the issue and I should be able to find it and have a look while I was available. She replied the pool was full because of all of the rain. I said to her the level of the pool water would make no difference.  She then said she had a dog she didn’t want to get out of the yard, and she was only available for me to look on a Saturday. I told her it doesn’t make any sense that a block could be exposed from the install. I have installed well over 1000 pools over my 25-year career, and I have never once had a complaint that a foundation block was left exposed. I also told her that it doesn’t make sense that she had an issue from day one August 4, 2021, and did not call me until July 12, 2022, and then she called again on July 25, 2022. In her complaint she mentions that she wants 100% of what she paid back as if I did nothing there when we did the full excavation of her yard for the new taller pool to match up with her existing deck and did a full install that she never had a complaint with until one year later we have seen over the years a few situations that can cause a block to become exposed such as the pool upright being ran into with a riding lawnmower or severe wind whipping the pool cover around or even an extreme buildup of rain and snow water on the cover due to how it gets secured. It is for this reason we cannot warranty against this sort of issue a year after installation. Pool Sharks would be happy to submit pictures of how these blocks get covered up during installation including pictures of the installation in question at **** ******* **. with the house in the picture.
  

  
  

  
  

  
  

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

  Pool Sharks

  
  
  

  Customer Answer

  Date: 08/25/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I have had a pool for a long time before this company replaced it. I know how to take care of it! The old pool was in need of replacement. For this issue to be blamed on me is ludicrous! I noticed the problem the day after it was replaced. I wanted to see how bad it got from last summer to this summer. When I opened it I saw that it was worse and needed attention. My life is very busy and Since I had a year, I thought as long as I contacted them within that window it was ok. Why is he so defensive about the amount of time I waited? What difference does it make?  he should own up to his mistake. After he called and said he was coming now, I told him that I work until 11 every day and would be available after that. This was not good enough for him so I offered Saturday as a compromise. Still not good enough. When we hung up the last time he said he’d contact me to come out and look at it, and to this date he never has. I need to get it fixed, and I don’t think this company will do the job correctly so I need them to give me restitution in order to have someone else come fix their negligence. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Customer Answer

  Date: 08/26/2022

  No, I don't have pictures because the issue is under water. I noticed it a day later when I was vacuuming the pool after they left. I don't use the skimmer to vacuum, I have a standalone rechargeable vacuum that I use.  So therefore, when I vacuum, I am in the pool with goggles on swimming around getting the bugs, leaves, and junk out of the pool.  this way makes cleaning the pool fun! I can also get it cleaner because i can see what I am going after. That is when I saw the block poking through the liner. It can be felt if you run your foot across it, or if you dive down with goggles, you can see the outline of the block. The corner of the block is ripping the liner. This block is supposed to be covered by screenings, which is fine gravel, and then on top of that a foam layer called a happy bottom. The happy bottom came with angled pieces that go around the perimeter of the pool. That is why this problem is an installation issue, and should be covered by the warranty, because it didn't get covered with the screenings nor the happy bottom.