ComplaintsforDr Feelgoodes Pools And Spas

• Initial Complaint

  10/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I experienced a problem with my fiberglass pool 4 months after install. There was a heavy rain and the deep end of the pool dropped 3-4 inches. Dr Feelgoode's Owner John L*********** and I mutually agreed to wait until the next season to see if the pool moved any more before repair. That was in 2020! I've been chasing John for the last two seasons and finally this summer he decided to show up. Then he sent his subcontractor ******* ********. The solution turned out to be a quote of $7,000 to replace 2/3 of the deck (cosmetic fix). Even though I had initially offered to share in the cost John dumped the entire cost on me and took no responsibility for the problem. I researched the issue further and even contacted *** **** Pools. Their technician referred me to the installation drawings and permit. Turns out the deck was not installed per the drawings or permit. I informed John that the deck was not tied to the pool coping as shown on the drawings. He is still in denial, has not acknowledged the error and blames the issue on the weather conditions. I am currently stuck with a wonky looking pool and Dr Feelgoode's has my money. Bottom line, his contractor did not install the pool per the manufacturers recommendation and the drawings he submitted to Lower Nazareth Township to obtain the permit. My pool is now an eye sore and has a broken skimmer also. If you look at the Yelp reviews on this company you will find a 1.5 rating which is horrible. I received a quote of $11,000 to repair the whole deck and attach it properly. I do not have the funds to prusue a long court battle but I want Dr Feelgoode's to be held responsible.

  Business response

  11/03/2022

  Date: 8/22/22

  Received your text message. To say the least your change in direction has caught me off guard.
                                                        History
  
  The pool was built and filled with water on  May 11,2022. After inspections the cement decks were installed in the usual manner. The pool was completed and you were totally satisfied.
  
  On or about the first week of August (60 days later) a massive storm hit the Lehigh Valley. Nazareth incurred over 5" of rain in a single day (see attached). The water from your adjoining properties dumped all the "run off " water like a waterfall, directly into your yard. Your pool was in direct line of the massive flow of water . It flooded the pool and your surrounding deck and your yard. Your pool was filled with run off mud. To say the least..it was a mess.
  
  After all subsided, you called me because you thought the cement decks had floated in the storm and caused the surround cement decks to lift. I visited your home and was not sure myself as to what happened. I sent my mason over to review your concern. To his findings, the decks had not be effected by the water, but the pool had dropped in the deep end.
  
                             Understand the Topography of the Lehigh Valley
  
  Nazareth is an area of Pennsylvania where the ground consist of Lime Stone. Lime stone in time decomposes and very commonly creates sink holes or ground cavities. In my 25 years of building pools in the Lehigh Valley, I have seen pools that have been in customers yards for years, all of a sudden create a  massive divot or the bottom of the pool just collapses. I believe this is what happened to your pool. The water that overtook your pool, in a massive flow, created a void underneath the pool. Thus causing the  deep end of the pool to sink.
  
                                      Your present conclusion to the problem
  
  Your are now implying that the pool was not build correctly. A pool that we built, that was holding 13,000 gallons of water weighting 143,000 lbs.  For 60 days the pool was perfect. You used it without incident. Then came this horrific storm.
  Your position has been derived based on your conversation you had with *** ****. You are convinced that it is my fault, since the pool was so not built to the proper specification. The decks should have been attached to the pool structure for support. If this the decks were installed correctly, this would not have occurred.
  
                                               Course of action
  
  Based on your position, I cannot offer an further comments or take any further action. I suggest  you should talk directly to the Northeast Distribution Center for *** **** located in  Cinnaminson New Jersey. You need to understanding of pool - deck construction on *** **** pools.  I am forwarding his contact information, this letter, and your text so that **** is abreast of this situation
  
  **** *******
  ******** *****
  **** ******* ****
  Cinnaminson NJ
  ****@*************.***
  *** *** ****
  .
  
                                                      Sincerely
                                                   John L******
                                                        Owner

  Business response

  11/17/2022

  My response is clear as to what happened. The storm of the summer engulfed his yard with a flood of water and caused the pool to drop. Mother nature caused this problem. This is my last response on this issue.

  Customer response

  11/17/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The pool was not installed per the approved drawings. It never had a chance.
  
  Regards,
  
  *************************

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an inground pool installed in **** and needed a replacement liner and I had a crack on each side of my stairs during the ordering process I asked about replacing the stairs that were still under warranty I called and emailed asking no response they came and removed my liner and stated I needed to do repairs before liner was installed I spoke with *********************** and he said no one warranties your stairs for that long I asked if I could have the number of the manufacturer of my steps he hung up on me and sent a text message he didnt feel comfortable working on my pool any longer!! I wanted my liner installed I sent a text apologizing to him stating all I wanted to do is replace stairs while liner is being installed he never responded to me however his office did send the manufacturer information to me I called the company and in fact the stairs were under warranty but the labor was not which I was fine with. The company ordered me the replacement step. I called we pool companies to see if they would install the liner and they all stated you didnt order it here so we wont install another companies product. I had to order a liner from a different pool company which set me back 6 weeks and leaving my pool without a liner. I gave a $1500.00 deposit in good faith and **** wouldnt give it back to me!! He refused to install the liner and kept my money that was very unprofessional . Attached are pictures of how he left my pool and his text message to me. I would like my $1500.00 dollars returned to me.

  Business response

  06/14/2022

  Tell us why here...*************** has a very interesting twist to the ordering a new liner. She contacted us to order her a new liner. We took the deposit and received the liner. We called to have the liner paid for before it leaves the building. No product ever leaves the building that is not paid for. You pay for the labor after its installed. She would not return our calls nor did you ever make any attempt to come the office to pay to get it installed. The liner still sits my office warehouse. *************** could have come to the store at any time to discuss her liner. We are open 7  days a week, but she never did. 

  There is nothing more to say other than the above. She is more than welcome to pay off the balance and take the liner. It is of no use to me since it was made for her size pool.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out to Doctor FeelGoodes for a pool in September I gave them a $500 dollar deposit to hold a spot for a 2023 pool installation. 09/07/2021 DOCTOR FEELGOODES POOLS ****-******* PA $500.00 I found another pool supplier who could do an install in 2022. I spoke with Doctor FeelGoodes on January 27th for a refund to my deposit. It has not come through as of yet. I reached out to Doctor FeelGoodes on February 16th to follow up on my refund and left a voice message. I have yet to receive a call back or any correspondence from them.09/07/2021 DOCTOR FEELGOODES POOLS ****-******* PA $500.00 (Copied from my credit card statement)1/27/2022 Called Doctor FeelGoodes Pooles AKA Parkway Pool and Spas for a refund 2.16.2022 Followed up with another call and voicemail and have not heard back.

  Business response

  02/25/2022

  *************** came in to our office on 9/7/21 and put a deposit of $500 for an inground pool for 2022. As a company all deposits are consider an order. i order all my materials for the following year by October 31st to insure I will have it for the following season. **************** notified us of his change of mind on the purchase after the new year. 

  *************** will get his deposit back the first week of May. This helps us resell the materials that we order for his pool. A letter was sent to all the customers that may have requested a refund. Possibly he may not have seen the message. It will be sent to him again. 

  This matter is closed.

  Customer response

  03/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: ****************** has yet to provide any documentation to the BBB or myself showing due diligence of any refuted points.  The matter is not closed until I am made whole with the return of the deposit that was clearly for the 2023 as shown from the numerous documents provided as evidence.  At this point the BBB should downgrade any BBB rating for Dr. Feelgoodes  (Parkway Pools) as they have shown a gross negligence as a reputable business and have continued to show a pattern of deceitful practices.
  
  
  Regards,
  
  *************************
  

  Business response

  04/22/2022

  This is unfortunately a customer that wants to continue to be angry. He put a deposit on a poo to have ready for this summer. I ordered as I should all that needed to be order to have his pool and supplies for his pool. Unfortunately these supplies had to be purchased in September of last year. When he decided to cancel his purchase these supplies were well on it' delivery scheduled and could not be cancelled. I told him his deposit would be returned in the spring when his pool would be resold. That didn't seem to register with him. Conclusion his deposit has been returned and we are very sorry for his position on this subject. Doctor Feelgoode's considers this matter closed.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2021 I purchased a pool, which was installed on May 14th, 2021. On June 15th 2021 we noticed 4 big cracks in the pool I called the installer/ contractor you on Saturday 06/19 to acknowledge him about the situation and left him a voice mail. We could not talk until Sunday 06/20 when he agreed to file a report with the manufacturer. After some pressure from our side agreed to come and look at it today Wednesday 06/23 however, but he didn't show up until Friday 06/25 @4pm. He said the manufacturer will repair it and that the issue was not a big deal. We paid close to $50k (out of the pocket) for something new not for something refurbished.

  Business response

  09/22/2021

  We have answered this customer complaint with the BBB and there is no further response that we can offer to BBB or the customer. My previous reply states our position. This matter is closed with us.

  Business response

  11/24/2021

  We will continue to go around and around with this customer on these two points. The manufacture has told  the customer that the finish cracks will be repaired by the them next summer. Regarding what they call a bend in the pool, it is part of the pool design. There is nothing wrong with the pool. I not sure what more can be said to this customer.

  Customer response

  12/16/2021

  [To assist us in bringing this matter  Complaint: ********
  
  I am rejecting this response because:
  
  The pool is bent due to a bad installation, the design of the pool doesn't has to do with this. We have a resolution demo another company where they have explained that the material that this company used yo back filed the pools was not correct and that they pushed the pool wall during the installation with the heavy machinery.
  Regards,
  
  *********************
  

• Initial Complaint

  07/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2021 I purchased a pool, which was installed on May 14th, 2021. On June 15th 2021 we noticed 4 big cracks in the pool I called the installer/ contractor you on Saturday 06/19 to acknowledge him about the situation and left him a voice mail. We could not talk until Sunday 06/20 when he agreed to file a report with the manufacturer.After some pressure from our side agreed to come and look at it today Wednesday 06/23 however, but he didn't show up until Friday 06/25 @4pm.He said the manufacturer will repair it and that the issue was not a big deal. We paid close to $50k (out of the pocket) for something new not for something refurbished.

  Business response

  08/06/2021

  The customer brought this to my attention. I filled a manufacturing warranty service report. *** **** will take care of it for her. 

  Customer response

  09/27/2021

  I reject the business answer because: 

  
  

  2 Months passed since the pool installation until the concrete company came to lock the pool in place. The Pool owner did not come to supervise that everything was in place before the concrete was poured, After the concrete was poured we noticed how one of the walls was extremely bent (picture below concrete is still wet). I asked the concrete company and they said it was like that and that they tried to fix it a little bit but  the contractor was the right person to talk to. The pool has cracks all over the place and one of the biggest cracks are in that wall due to the pressure of not being straight.

  
  

  Thanks!

  Business response

  09/27/2021

  I've answered this complaint on previous BBB responses. The issues are manufacture oriented not Dealer related. 
  This the last response on this issue form Doctor Feelgoodes. They should refer all complaints to *** **** *****.

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