ComplaintsforEverclear Pools, Inc.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contractor informed us in November of 2021 that he would get his concrete company to come out and repair our pool decking that they originally messed up. That began a period of approximately 164 days where we never heard from ****, Everclear pools. We elected not to chase him down as he told us verbally when the construction of our pool began in July of 2021 that when things dont go well in his life he tends to disappear. Our pool was not completed, as the deck remained the same. We elected to hire another concrete company to finish our deck. We finally heard from **** in April of 2022. He stated he wanted to schedule an appointment to clean the deck and collect the balance due. We told him several times prior that the deck needs to be redone not cleaned. We were emailing back and forth with him up until mid May. ***** and I had very specific questions for **** and he refused to address any of our questions and concerns. And again there was a period we didnt hear from him up until September where he threatened to *** us over the remaining balance. We have since then tried contact him through email and text messaging and he will not respond to us. We have made payment throughout the phases of the pool construction promptly. We have never said we refused to make a final payment we made it clear to him that we would like to discuss what the final payment should be. In a prior email we have offered a few different days that we could meet to go over this. Again no response. We informed him that we would be out of the country form September *****th, again no response yet he showed up unannounced, without our permission or even informing us and walked up our driveway, leaned over our gate to our backyard and took several photos. We saw this on our ring door **** and home cameras, when we questioned him and told him it was very unprofessional to show up unannounced knowing we were not home through text he still has not responded.

  Business response

  10/13/2022

  Dear ***************************** with the BBB,   
  
  RE: Everclear Pools, **** is DISPUTING an **************** Services Issues COMPLAINT (dated 10/12/2022) with the BBB that was from ******** ***** **********************;  
  
  Per our conversation yesterday (10/12/2022) on the phone, thank you for returning my call.  I mentioned to you that yesterday I received your email (dated 10/12/2022) to Everclear Pools, **** (Everclear Pools) regarding the above-mentioned COMPLAINT.  As a reminder, you did say to me that you will give Everclear Pools an Extension on RESPONDING with a written verification of our position to the COMPLAINT.  I want to thank you for the Extension. 
  
  This is a written verification of Everclear Pools, **** position regarding the above-mentioned matter to inform BBB that we are DISPUTING and requesting REMOVAL of the Harmful ***** Invalid COMPLAINT (dated 10/12/2022) regarding Everclear Pools that was submitted to BBB by Mrs. ******** ***** ***************** 
  
  As you know, Everclear Pools, **** has been an Accredited Member with the BBB since 1997 (25 Years) and has NOT had any COMPLAINTS with Customers through the BBB through-out these 25 Years; this is the First COMPLAINT against Everclear Pools, and we are DISPUTING this COMPLAINT since it is ******************************************* **** has been a Licensed, ************, swimming pool Contractor since September of **** for 27 Years, and we have built numerous swimming pools ***** spas for our customers all these 27 Years; many of these customers have recommended our Company with Everclear Pools to their family ***** friends.  The majority of pools that Everclear Pools have built were through Customer Referrals; Word-of-*************** has been a valuable tool for our Company through-out the years and still is today; with this being said, Everclear Pools is highly Experienced.  
  
  In regards to Mrs. ******** ***** *************************** COMPLAINT, the Bersies Over-Exaggerated their claim and did NOT mention crucial Details.  The swimming pool ***** spa that we built for Mrs. ***** **************** was ********* ***** full of water since July 2021.  Mrs. ***** **************** tried to NOT PAY Everclear Pools the Final BALANCE Owed since August 2021 for our Work that we conducted for them as Contracted for building them a swimming pool ***** spa.   
  
  In regards to PLEASING Mrs. ***** ****************, Everclear Pools understands that it is very important to make our Customers "Happy" with Everclear Pools Workespecially since we believe in "Integrity" ***** "Advertising" through Word-of-Mouth.  Mrs. ***** **************** changed their mind many times on many items from their Contract and we tried to Please the Bersies with the changes; we went beyond to Apease the Bersies; we later on November 16, 2021 decided to Accommodate the Bersies even more by NOT CHARGING Mrs. ***** **************** for the Up-Graded Sand Finish Decking that they had CHANGED during the Construction of the pool and had it CHANGED from the Spray Decking that they initially selected that was in their Contract.  Everclear Pools tried to do everything reasonably-possible to Accommodate ***** Please Mrs. ***** Mr. ************************ made it very Difficult to NOT let us Coordinate with our Sub-Contractors in order to MEET at their home to help "Please" them, and Mrs. ***** **************** found every-way possible to NOT PAY their Final BALANCE that was Due since August 2021.The following will explain our experience with Mrs. ******** ***** ****************************  As you said, there are two sides to every story.  The following will explain our side to this story with a bit more details. 
  
  Since Mrs. ***** Mr. ******* swimming pool ***** spa has been **************;***** full of water since July 2021, Everclear Pools have tried to get Final PAYMENT from the Bersies.  Everclear Pools emailed (11/02/2021) ********************************** a reminder of their BALANCE Owed with a Breakdown which included their Contract Amount, Credit Amount, Up-Grade Cost for the Grey-color Cement Sand Finish that they selected, Total Cost, ***** Balance.   
  
  In regards to communication with Mrs. ***** ****************, the last time the Bersies (**********************************) contacted Everclear Pools by email last year was on November 16, 2021.  The last time Everclear Pools contacted the Bersies (**********************************) by email last year (2021) was on November 18, 2021; we did NOT receive any email responses from Mrs. or **************** regarding our last November 18, 2021 email.  
  
  In regards to Mrs. ***** Mr. ************;Final PAYMENT Owed to Everclear Pools, Mrs. ******** ***** *************************** received on September 30, 2022 a certified Small Claims DEMAND LETTER from Everclear Pools, **** Demanding a Final PAYMENT Owed to us for building their swimming pool ***** spa; this DEMAND LETTER stated that if PAYMENT is not sent to Everclear Pools that we would take Legal Action and take them to Small Claims.  On Monday, October 3, 2022, Everclear Pools received a CHECK for the Final PAYMENT from Mrs. ******** ***** **************************;that we had requested many times before from the Bersies, and we finally demanded PAYMENT in the certified Small Claims DEMAND LETTER (dated 09/27/2022) sent to Mr. ***** ******************  After we deposited the mentioned Final PAYMENT CHECK which Everclear Pools received from Mr. ***** *****************, Mrs. ****************************;immediately posted an Invalid ***** Harmful REVIEW (dated 10/05/2022) regarding Everclear Pools, **** on the Yelp Forum and other ******************************************************** ***** I along with my Sub-Contractors have tried many times to Communicate ***** Accommodate Mrs. ******** ***** *************************** throughout the process of building their swimming pool ***** spa.  Mrs. ***** **************** decided to UP-Grade their Decking midway-through their pool Construction; I showed the Bersies at their Home (where the pool ***** spa was being Constructed) a Concrete SAMPLE (18 x 18) of this Up-Graded, Grey-color, Imperfect-Fady, Sand Finish that is NOT Painted which they Approved for their Decking before it was installed, ***** they Approved also the Cost for this Up-Grade which was installed on June 18, 2021; on June 29, 2021, the Acid Wash on this Sand Finish was conducted.  Immediately after the installation of the Up-Graded Sand Finish, Everclear Pools had been talking to the Bersies in-person, over the phone, ***** through text messaging to try to remedy the Decking with the Bersies since they were un-happy with the Up-Graded Sand Finish that they selected ***** that we installed; at the same-time, Everclear Pools was also working on the Construction of the pool ***** spa.  In October of 2021, Everclear Pools delivered to Mrs. ***** Mr. ******* home the very same Up-Graded Concrete SAMPLE (18 x 18) which they had already Approved prior to us Installing; to the backyard and sat there for approximately 2 to 3 Weeks verifying to the Bersies that the SAMPLE (18 x 18) is identical to the Up-Graded Sand Finish we installed for their Decking.  Even-though the Bersies approved Concrete Sand Finish, the Bersies were NOT Happy after it was installed.  Now, ********************************** wanted this Up-Graded Concrete Sand Finish to be painted.  Everclear Pools emailed (date 11/02/22) ***************** to schedule a date to MEET at their Home to discuss the Sand Finish on their Decking; then, ***************** responded in an email (dated 11/02/2021) to Everclear Pools email and said that they are not happy with their Deck and that it looks like a sidewalk ***** has flaws ***** does NOT think that we all need to get Together in-person.  Mrs. ***** **************** selected this Up-Graded, Grey-color, Imperfect-Fady Sand Finish; as mentioned earlier that the Bersies had a large, heavy SAMPLE of that identical Concrete Sand Finish at their Home for approximately 2 to 3 Weeks to confirm that this SAMPLE ***** what was "installed" poured Concrete Sand Finish were both the same.  We tried to meet in-person with Mrs. ***** **************** at their home, and we tried to reconcile with the Bersies regarding their Decking since November 2021; we were trying to do everything possible to please Mr. ***** ***************** as they made it so very Difficult to NOT let us coordinate with our Sub-Contractors in order to MEET at their home and to TALK in-person, ***** they found every way NOT to PAY the Final BALANCE.  In the same month of November 2021, Everclear Pools kindly DEDUCTED from the Bersies BALANCE Owed the Up-Graded sand-finish Decking since they did NOT Like the it and to help Accommodate the Bersies so that they can be Satisfied, and so we could finally receive our Final PAYMENT.   
  
  Everclear Pools had exhausted all our resources to please Mr. ***** ******************  Mrs. ***** **************** tried to confuse us as much as possible and find ways in making our Sub-Contractors continually go-back after pool was completed to get-out of PAYING us.   Mr. ***** ***************** seemed to be Problematic ***** looking to ************;our Companys reputation.  The ****** couple were very Difficult people to work with ***** who tried constantly to find ways to get some-type of work done for FREE at NO COST to them. 
  
  Our next email to ********************************** was on April 29, 2022 which was the beginning of our email conversations for the Year of 2022.   *************************** responded in an email (dated 05/03/2022) that he already "HIRED" another Company to conduct the work for the acid-washing of the lines on the Cantilevered Sand-Finish on their Decking; **************** did NOT notify us about HIRING another Company to conduct the acid-washing.  I emailed (dated 05/06/2022) **************** an apology regarding their experience with their Decking, and I said that I too would have wanted them to Notify me Sooner and thanked them for letting me know now; I also requested from **************** to email me the Licensed Companys INVOICE that they HIRED ***** Used to conduct the work for the acid-washing of the lines; **************** still has NOT emailed me the INVOICE from the supposedly Licensed concrete Contractor that he allegedly used so we can review that INVOICE and discuss it with him.  Since **************** had not emailed me the requested INVOICE ***** continued to play-games in trying to get out of PAYING their obligated BALANCE, we mailed a certified Small Claims DEMAND LETTER (on ***** dated 09/27/2022) to Mr. ***** *****************, and we requested that they PAY their adjusted total BALANCE. 
  
  Mrs. ***** **************** were very "Difficult" people to work with and who would try constantly to find ways to get some-type of work done for FREE at NO Cost" to them; they talked in Circles and tried making our Sub-Contractors continually to go-back after their swimming pool ***** spa was completed in-order to get "Out" of PAYING us and the Bersies seemed to be so ************************************************************ ***** *************************** felt that Everclear Pools were legally wrong, and they were in the right for NOT PAYING our Company for our Work, why then did they mail Everclear Pools, **** a CHECK for their Final PAYMENT which was their BALANCE that was Owed ***** NOT let all of us follow-through with our Small Claims Case?  
  
  As mentioned-above, Everclear Pools has been an Accredited Member with BBB for 25 Years, and have been building numerous swimming pools ***** spas with 27 Years of Experience.  We have built many pools for Customers and made their vision come to Fruition.  Many of our Customers are so very "Happy" ***** "Pleased" with our work and who are "Enjoying" their "Amazing" pools and continue to "Recommend" us to their Friends ***** Families.  We hope that you will Help us to REMOVE the above-mentioned Harmful ***** Invalid COMPLAINT regarding Everclear Pools, **** that Mrs. ***** **************** submitted to the BBB.   
  
  Sincerely,  
  
  *******************;
  Everclear Pools, **** 
  ************ 
  ***************************************************************************;

  Customer response

  10/17/2022

   
  Complaint: 18135303
  
  I am rejecting this response because:
  **** is not taking accountability for ignoring us for almost four months.  When he finally emailed us back again we had a little *************** but we had questions that needed to be answers and that started a period of about three months of not hearing from him.  The final payment we are disputing because of the botched deck that was supposed to be fixed in November of 2021.  Pictures attached 
  Sincerely,
  
  ******** And ***********************

  Business response

  10/20/2022

  We at Everclear Pools, **** want to Thank those Better Business Bureau (BBB) VIEWERS that have contacted us and requested from us a Swimming Pool ***** Spa Estimatein-spite of Mrs. ******** ***** ********************** post.  We greatly appreciate that you VIEWERS acknowledge our many 27 Years of Experience in the Swimming Pool industry, the 25 Years as an Accredited Member of BBB, and that we have survived the many tough-times in this Pool industry, and built many successful Pools.  Everclear Pools worked hard through word-of-mouth to overcome this Saturated Market.  Thank You Again So Very Much For Contacting Us :) 
  
  In response to ************************ most recent comment, ********************** view on the installed ***** completed Sand Finish Concrete decking that we installed is a difference in opinion from ours.  The type of Concrete decking that the Bersies requested originally from their signed Contract was a less-expensive ***** different Concrete called a Spray Deck Concrete; laterduring their pool building process, the Bersies decided to Up-Grade to a Sand Finish Concrete which was more expensive ***** different from the original Contracted. 
  
  ********************************** sent Everclear Pools a text message on November 16, 2021 stating that We have decided to keep the Concrete as is and also stated that We still feel strongly about not paying for the upgrade.  
  
  A couple days later, Everclear Pools, **** accommodated ***** mentioned to Mrs. ***** **************** in an email on November 18, 2021 that we will NOT Charge the Bersies for the Up-Graded Sand Finish that they selected ***** was installed on their Decking.  As stated in Mrs. ************************ text message (dated 11/16/21), she decided to KEEP the Concrete as is which was the way we installed it and had it at that time on November 16, 2021. 
  
  ********************** Swimming Pool ***** Spa had been plastered ***** full of water since July 2021; never-the-less, the Bersies had a BALANCE of a Final PAYMENT that was Due and was NOT PAID-In-Full to Everclear Pools, **** until October 2022; BALANCE was Past-Due over one year.  As we mentioned before, Mrs. ***** **************** tried getting-out of PAYING Everclear Pools by diverting the Final BALANCE Due to Complaining about the Sand Finish.  ******** and/or *********************** both did NOT Email or Contact Everclear Pools in 2021 after our Email to ***************************** on November 18, 2021. 
  
  As mentioned-above, Everclear Pools wants to again Thank YouBBB VIEWERS who have Contacted us for an Estimate in-spite of the Bersies post.  Please feel free to Contact us and let us build the Swimming Pool ***** Spa of your Dreams :) 

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