Business ProfileforMedHawk Pools And Patio

Had an absolutely horrible experience with this company. The initial contract and digging process started off very well but after that, we continued to have one issue after another. I won't go in to each individual issue, because there were far too many to count which was mostly contributed to very poor communication and a lack of professionalism. Fast forward to the project being complete in January. Just a week after, we began to notice a leak somewhere in the pool. Come to find out, it was in the bubbler and there was a plan to fix it. After SIX WEEKS of waiting for repairs due to product being difficult to procure, they could not fix the bubbler the original way due to ground water.........not their fault but they could have gone with original plan which was to dig up the concrete between the turf and the coping to repair the leak, which is what they ended up doing totalling 7 weeks since it was discovered. During this process, we also noticed the drainage between us and our neighbor was not replaced or repaired back to its original state. Multiple employees with Medhawk also agreed when they saw the mess and even made suggestions on how to repair. After multiple failed efforts, we noticed they had left old pipe in there and they almost covered it again with no repair till we noticed it and they pulled it out. A week later, nothing had gotten better and our neighbors were growing very frustrated at the amount of mud and water sitting between the houses with minimal watering. The owner, **** came out to meet with us and we walked between the properties and all came to the agreement that it would be fixed with 2 catch basins and re-graded to drain off different direction. That was over a week ago and I have reached out multiple times now with zero response on the repairs from him. We have a balance with the company but due to lack of follow thru, we are holding the $2500 till this is done and we aren't left with damage they caused without repairing.

**************, Thank you for the opportunity to respond to your concern in the court of public opinion. A customer punch-list meeting was held on January 17, ********************************************************************** the pool. Punchlist is attached to this response. Each of these items were completed to customer satisfaction prior to plaster installation on January 20, 2023. Drainage concerns were not brought up at that time. Any issues that arise after plaster will be evaluated as a warranty item, and legitimate warranty items will be addressed as resources become available. MedHawk Pools performed a leak detection and hired a third party leak detection company to validate the concern about a potential bubbler leak. The turf crew drove a nail into the pipe at the end of the process, and it was not detected until the pool was plastered and filled with water. In order to avoid pouring a concrete pad that was a different color than the rest of your pads, MedHawk Pools purchased a PipePoxy kit to facilitate a non-evasive repair. The manufacturer delayed shipment two weeks longer than initially promised and this information was relayed. ************************************** trying to dry out the pipes, the ground water would not provide ** the ability to utilize the product. We found a way to remove a piece of coping and repair the pipe without damaging the concrete pad, turf strip, coping, tile, or pool plaster. Repairs were completed March 22, 2023.Pool contracts state that all progress payments and change orders will be paid prior to plaster being installed in the pool. After this repair was complete, MedHawk Pools requested that the $2,139.15 change order invoice from Dec 14, 2022 be paid in full. On April 14, 2023, ************** stated that he would pay the change order invoice from December once the turf strip was glued down. Turf strip was glued down on April 15, 2023, but ************** then held payment for a drainage concern. The weather had been dry, so water rolling out the drainage system and keeping the front yard damp is concerning. After spending nearly 100 hours with 2x leak detection teams, shutting off sprinkler systems, canvassing neighbors about their watering patterns, the water source turned out to be the homeowner. Mr. * *************** are running a pet sitting business from their home in Prosper, and the pet odor on the turf had become overwhelming. They called pet shelters to find a solution used to capture pet odors and washed the turf daily to reduce the smell. ************** identified a new drainage problem and said the area in front of the gate is collecting excess water and not draining. On Friday, April 21, 2023, I agreed to meet with ************** on Monday to discuss his new drainage concern. I emailed him back that the outstanding invoice from five months ago needed to be paid prior to my visit, but it was not paid. On April 24, 2023, I met with ************** and his neighbor about their new drainage concern. I agreed to install a catch basin outside the gate area once ************** made his change order payment. I told him that this work could be done quickly, within a week or so. Despite the customer created drainage problems, ********************************************* agreed to install a catch basin outside the gate as a warranty item. To recap, here is the short version:Drainage catch basin was not identified on the punch-list required to be signed off as complete prior to plaster. Any items not identified prior or plaster are triaged as a warranty item and will be completed when MedHawk Pools resources are available to perform the work. Customer has promised to pay for installed change order, but has not made payment to for over 5 months. Customer is in breach of contract.Warranty items cannot be performed until customer is in good standing. Customer has made defamatory comments on social media and been asked to stop.Customer has filed a ******************** case to damage the MedHAwk Pools reputation.I have asked for payment to be made, and the customer has refused. ********************************************* has turned this matter over to our attorneys to send a cease * desist letter and demand the change order payment.