Complaints

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• Initial Complaint

  Date:05/14/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 23329781
  
  I am rejecting this response because:

  No change was ever agreed to in regards to the pool pump.  The change to the saltwater system was in writing and was to change from a Hayward system to a Pureline system.  The change to the pool filter was in writing and was a change from a Vevor system to a Hayward DE system. All of this equipment is specifically listed by model number in our contract and has a defined dollar value associated with it.  The contractor provided a pump at approximately 1/10th of the cost of the agreed upon pump. The contractor decided to install a saltwater system that is inferior to to the salt water system that we agreed to install and also cost him more money to purchase.  The filter that was provided is not what was agreed on in writing.  

  Furthermore, the pool pump that was provided is for above ground pools only and has already burned out.  I have a below ground pool and the pump provided is unable to provide suction.  This means that it overheated and is no longer cycling water. This also means that my salt water system has not been doing its job which means that I have to maintain the pool with chemicals while I have been installing the correct pump.  At this point I do not want the contractor to return.  I just want a refund on my equipment and installation of equipment costs.  Nothing that was provided was per our contract and the equipment that has been provided is cheap trash. I do not consider a $165 Amazon above ground pool pump to be a "Comparable Product" to the agreed upon and specified $1300 pool pump. The contractor also states that the pump he installed is correctly sized for our pool and that the pump that was specified is oversized for the pool but according to the contractor they are comparable pumps that have the same specs and performance.

  In regards to the "extra work" that the contractor claims to have performed we had received no notice that any of the "extra work" was considered extra until after I had confronted the contractor about the incorrect pool equipment being installed. Doing "Extra Work" without notifying the customer does not absolve you of providing the contractually obligated equipment and labor that is stated within the contract. I have even stated that if the contractor corrected the issue with the pool equipment that I would be open to discussing the "Extra Work" cost that he has put forth. Please note that I have not made any request to reduce the overall contract price regardless of the poor quality of work on the concrete pourback and the pool wall preparation.  Both of these items required me to address quality control issues personally that were supposed to be part of the contractors scope of work.

  Regardless of the contractors beliefs that he installed functional equipment for us the equipment installed is undeniably NOT the equipment that was specified for installation in the contract.  It is also undeniably inferior equipment to what was specified in the contract AND in the contract modification that was agreed to in writing.  I will not be satisfied with less than a refund on the equipment cost as I am now having to purchase the correct equipment again out of my pocket after I have already paid this contractor to furnish the exact equipment I am having to purchase.

  Sincerely,
  
  **** *******

  g via text message. The equipment was installed on May 6th '25. I made payment for equipment deposit, delivery, and installation per contract language. On May 13th I noticed that the equipment installed looked different than the equipment that we had been quoted for installation. After confronting **** at HolyWater he stated that he made the decision without consulting me to install equipment that he believes is similar in characteristics to the correct equipment. Doing this saved him considerable cost. I have finally managed to get the model number for the models he installed. According to him he installed an "XtremePower 1.5HP system", an Apex 32K Salt Water system, and a filter that he had sitting at his house from a previous job. When I asked him to correct the issue and install the specified and agreed upon equipment he stated that he already spent all of the money we gave him and that his warranty should be enough coverage incase the equipment stops working.

  Business Response

  Date: 05/20/2025

  I informed **** about making changes to the equipment, which he agreed to via text message to change the salt system and cartridge system that was in the original contract, the salt should I provided was (Apex) 32k which provides 1.1lbs per day at the price point of $1,100. Jakes pool is 25k gallons.  And the (Purline 40k) system provides 1.45 lbs per day at the price of $950. 
  

  **** got a more expensive salt system than we agreed, got a more quality filter (hayward DE 3620) that is valued at $1,250. From stock in my storage. 
  

  jake got the (xtremeforceus) 1.5 hp pump that meets and exceeds requirements for proper maintenance and circulation of the pool at 83GPM. and is a quality product which I stamd by. 
  

  i saved **** thousands of dollars in electrical work and equipment that was too much for the size of pool he has. I also provided $650-$1200 in extra material and labor installing wall foam and step flanges for his liner.

  I also offered extended 3 year warranties and even offered to come put his name brand equipment in if he bought it.

  Ive been willing to work with the customer to provide fair value in all Ive done.

   

   

  Pool pump hayward XE 1.65 - $1200 1 year warranty 
  Hayward aquarite 40k - $1900
  1 year warranty
  Vevor 425 cartridge filter - $900
  Value $4k 1 year warranty 
  
  
  [extra electrical will have to be done to install these] [timer box and additional breaker switches] 
  
  
  Xtremepower 1.5hp 2speed pump - $325 
  3year warranty 
  
  
  Apex 32k inline Salt system- $1100
  3 year warranty 
  
  
  Hayward DE Progrid W3DE3620 filter-$1250
  3 year warranty. 
  
  
  Value $2.65k without warranty - $7.95k value with warranty 
  
  
  Extra labor and materials outside of contract.
  
  
  3 way hayward ballvalve - $85 
  2 windowed check valve - $65
  Wall foam - $110
  Spray adhesive - $120
  Inlet step faceplate new plastic and gasket - $285
  
  
  $665 materials cost extra
  
  
  
  
  
  
  Using equipment that is more than necessary for your pools size and needs is not recommended by industry standards. 
  
  
  The xtremepowerus pump has a flow rate of 83GPM
  
  
  With the pool being a 25k gallon pool
  
  
  25,000 gallons 8 hours = ***** gallons/hour
  ***** gallons/hour 60 minutes = ~52 GPM
  
  
  ?
  
  
  Recommended Flow Rate:
  Minimum Required: ~52 GPM
  Ideal Range (with margin): 5065 GPM.
  
  
  
  
  Furthermore the E-chlore APX produces 1.1 lbs of chlorine in a 24 hr cycle at its maximum capacity compared to the Hayward aquarite which produces (1.45)lbs per day.
  
  
  For a 25,000-gallon pool:
  1 ppm = ~0.21 pounds of chlorine
  So 24 ppm = 0.42 to 0.84 pounds/day