ComplaintsforB & B Custom Pools Inc

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with B & B Custom Pools for our pool renovation. They informed us last year we would be first on their list in April to complete the required renovation. The company made several appointments with us and failed to show up. This has been their MO since we got involved with them. Eventually, they would show up sporadically. However, their work was shoddy and of extremely poor quality. They installed the wrong concrete, cracked the underground piping and put in faulty wiring without securing a licensed electrician. The faulty wiring shorted out the motor. Since the underground piping cracked because of their negligence, they had to dig up the concrete by the hot tub. When they poured new concrete, it did not match the concrete that was there. Furthermore, they installed the incorrect lighting. We have a blue light in the hot tub and a green light in the pool. *** the owner of the company, ignores our phone calls, emails, and texts. We have already paid them over $50,000.00 to date.

  Business response

  06/03/2022

  This statement by our client is completely and utterly false.  We have records of when steps of the project were done, completion date of their project and records of all email and text correspondences.  They have had one excuse after the next as to why they wouldn't pay their bill  over the past two years.  As for shoddy work, they were unhappy with the color of the concrete which we immediately removed and re-installed. We didnt do any work that needed a licensed electrician.  His existing pump motor was seized so we replaced it with a new one. Their pool ran perfectly fine after that.  The underground pipe cracked because somehow water had seeped into it over winter and froze.  This was after their project had been completed and they were using their pool for the season.   When a portion of the concrete had to be removed to fix the pipe we informed the client that color would not be an exact match.  It is impossible to make it perfect due to different dye lots in the concrete color.  The lighting that was installed in his pool and hot tub is the same lighting we install in every pool.  They are an LED multi-colored light.  The lights have nine colors that can be changed.  When the job was finished the lights were set to be the same color.  During the time of them using the pool the lights went out of sink with each other.  I told the client multiple I will be happy to remedy the concrete color and the lights being out of sink (due to user error).  All I ask is that they pay a portion of the $17,000.00+ owed on a job that has been complete for over a year.  They have refused.  We wound up securing a lawyer in February of this year and have multiple times had the sheriff's office try to serve them papers unsuccessfully as they refuse to answer the door.  He has left his contact information every time and has received no contact from them.  We have proof of all this as well.  Finally, there has never been any mention of purchasing a new heater until their complaint here with the BBB.

  I am happy to resolve this matter as quickly as possible as we want this put behind us but cant seem to get anywhere with the client.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I paid a $4,000 deposit with B&B Pools. Which I was told could be refundable if we ended up not going through with the project. I'm requesting $3,000 of it back. Reasons are below:(1) The cost of the job has gone up significantly due to the economy and price of material which puts this project over our budget. We can no longer afford this project.(2) AFTER B&B put the proposal together - I am the one that found other constraints to the job - such as overhead wires which means I now need to run underground wire, pay for that material and labor, pay for connection to ****, etc. I pointed this out after the deposit was paid. The representative of B&B Pools who put together the SOW didn't even notice this. He also admitted that he never saw this (wouldn't an electric supply line going overhead of a pool be something to look for?) This also added significantly to the project which was not originally in the SOW that B&B provided. My experience overall with B&B has been pleasant and I would 100% recommend them. My representative was very personable and easy to contact. I am not requesting all funds back. Just $3,000. I've written my representative twice since March 6th and have not heard back. It's been a month. Thank you

  Business response

  04/13/2022

  The original designer, *************************, is no longer with our company. Since ****'s departure, I had gone through ******'s emails and found the correspondence with ***** and the *****'s. I have emailed the *****'s and communicated that we would refund their deposit only subtracting engineering fees we had paid for the permit submittal. We will gladly process the refund today and understand these added costs are not affordable. Thank you.

  Customer response

  04/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  THEY MADE A PAYMENT BACK TO ME. VERY HAPPY!

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

*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. ↩