Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/14/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I have used this company on two separate homes and the second job had several issues due to a turf and patio subcontractor in the spring of 2024. There was turf installed incorrectly in the backyard with no drainage and the patio was put in without a slope. We had emergency flooding to our home and the company did not return our calls and we had to hire a contractor to correct the problems and our renters were forced to find other arrangements. I have left messages, emailed, and sent a certified letter and no response from the company owner or subcontractor. Please help me get the money I had to pay to get the drainage fixed correctly. I would still like them to come out and redo the patio since they have the matching stone to my pool.

  

  Business Response

  Date: 08/23/2024

  The customer contacted us when they noticed water damage in the home. We immediately sent someone out there to meet with ****************. At that time when our General Manager met with **************** an issue was found with the turf being dammed up by turf edging. He told the client we would take care of it and make sure it was all handled. During this meeting, **************** said he wanted to wait until after Peak Pool Season when the house was not rented out all the time to get everything resolved. We did not hear anything else after that until we received the letter from *****************. We are more than happy to work with the customer to make sure the issue is resolved. Feel free to contact me if you have any questions. 

  Customer Answer

  Date: 08/23/2024

  In response to the message we received from the pool contractor about our home flooding, there is one large inaccuracy.  We and our general contractor doing the repairs did meet with the general manager, however the only timeframe that was discussed is getting the repairs done before the next renter checked in (that weekend).  We absolutely did not want to wait until after peak pool season.  Since we only had a repair window of a couple of days and due to the pool contractors lack of response to the issues, we had our general contractor make repairs to prevent further flooding.  The bulk of the repairs were due to the drainage being blocked by the turf which is admitted in pool contractors response. This caused the damage inside the home and made the home unlivable/unrentable. We could not have "waited" to fix this.

  I left numerous messages at the end of May and into ***** Sent an email June 28, 2024, sent a certified letter July 12, 2024 and NEVER have I heard back. I would like a date by that I will be made whole for the money I have been out for months, and a date that they will come out to look at the patio to make sure it is redone correctly before it starts raining again.

  *** and ***********************

• Initial Complaint

  Date:05/24/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Outdoor Living Pool and Patio were hired to do a remodel for the pool and spa of my newly purchased home in 2018. All payments totaling $14,426.79 were paid in full as of 12/01/2018. Although the initial install work was complete problems continued for months and then years to come. I was charged $1,287.40 for a start up, clean up and chemicals which I never received. I made many attempts, asking for a start up and pool school, for almost 3 weeks after the main construction was finished after their workers filled up my pool with water. I finally had to contact another company to come out because I have never owned a pool before and was afraid the lack of attention to the pool and plaster might have negative consequences. Unfortunately I was correct. Within the first year a crack formed which I contacted *** the manager of service for OLPP but never received a response back. Then the plaster started to pull away from the pool wall and floor causing hollow spots. The manufacturer's warranty for the plaster is around 15 to 25 years. However, because it was installed incorrectly the warranty is void. *****, the owner of **** has offered to refund me the cost of the startup and repair the plaster at his cost. This is not an expectable remedy. I have had multiple companies inspect the issue and all of them have given me the same answer. That answer is that the plaster installation and start up were done incorrectly. ***** has since refused to return any calls and any emails. It appears that this is a common tactic for him and his company. The ************************* has specific guidelines for opening a pool and adding chemicals within the first 30 days. None of these guidelines were followed. I would like a refund of what it would cost me to fix the mistake **** made. I have all maintenance records and documents showing this was not a care issue on my end but an installation and follow up issue on their end.

  

  Business Response

  Date: 06/08/2023

  This information is in response to the claim made by ************************. This pool was plastered on November 6, 2018. The plaster startup was completed on 11/9/2018. The signed contract which is attached stated there was a one-year warranty from the date of plaster. In addition to that there is a place on the agreement that we had the client initial stating there was no guarantee on crack repair. The first time the client contacted us regarding an issue with his pool was *** of 2020. He attached a picture of this contact in his claim below. We told him at this time it was shrinkage cracks and there was no guarantee on this part f the job if it was in his warranty period and in addition to that the claim was made outside the warranty period. When ************************ first contact me, he told me he didn't feel like he received a pool school or all the initial chemicals. With me having no way to know if this was correct or not and, in an effort, to make him happy I immediately offered to refund him what he was charged for these items. He did not agree to this and demanded that we fix or re-do the plaster on his pool regardless of the warranty period, etc. Due to all the circumstances here, I feel like offering him a refund on these items is going above and beyond to try and make him happy. I am still willing to offer him a refund on these items that he feels like he did not get. Please contact me if you have any further questions. 

• Initial Complaint

  Date:10/11/2022

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  It has been 9 months since the completion of our pool and 16 months since we signed our contract. At this point I still do not have the cleaner that was paid for in my contract. The lying PM and sales team tried to add non approved cost to my final payment. This was finally cleaned up and confirmed in July with their controller Julio who agreed and got clarification that balance is in fact $0.00 owed. It is now Oct and we still do not have our cleaner that was paid for.

  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/13) */
  I spoke with Mr. ********* today. I was not aware that he did not have his cleaner. I told him we would get it to him sometime in the next few days as promised. That will complete everything he has mentioned here.

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We contracted with Outdoor Living Pool and Patio in October 2021 to put in our pool and spa. There has been one problem after another. The biggest current issue is with our plaster. There is white streaking throughout our entire pool of blue plaster. Our pool has been drained TWICE already, one to do an acid wash and the second time to replaster. The white streaks STILL remain all over our pool! Outdoor Living continues to blame it on Noble, the company they use to plaster the pool. Our contract is with Outdoor Living NOT Noble. We are now being told they are waiting to hear from Tim, with Noble, because he has to come and look at the pool AGAIN. Every step of this frustrating process has been done by US - WE are the ones having to call and text our PM multiple times over several days to even get a response. Then, he is not able to provide answers, just makes excuses. Clearly there are employees who don't know what they are doing and we are extremely exhausted from fighting this process!!! We want our pool fixed, fixed RIGHT and fixed NOW!

  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 8, 2022/09/29) */
  When this pool was originally plastered and filled with water we and the client immediatley, noticed a calcium issue. We went to the job multiple times to treat the water to try and take care of it. We did verify that the city water there which was used to fill the pool was very high in calcium. At this point most pool plaster companies would say it was not covered under warranty but we did not. We agreed to re-do the plaster which has been done. Once the pool was filled with water the calcium issue came back a 2nd time. We have met with this client to try and help resolve the issue, again even though there is no workmanship or product issue. We have involved he manufacture rep who has agreed to come back out and meet with the client to try and help resolve it when he gets back in town which will be the middle of October. We have told the client this and she did not want to wait. We are trying to help them get it taken care of and will set this meeting up as soon as he gets back in town.

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  I sent Outdoor Living ("OTL") an email on January 28, 2021 that my heater broker. I have a lifetime warranty with them for all pool equipment. After much time and several emails, they finally came to fix the heater but it needed to be replaced. They told me that I needed a new heater and that they will replace it for me. The project manager has been somewhat responsive but has not authority. The owner will not address the issue and has not honored his contract even though it has been 20 months. They kept blaming supply chain issues, but this excuse is no longer valid after 20 months. Again, I paid an additional fee for the lifetime warranty and they have historically been very, very, very slow to fix the broken items. The construction is low quality to begin with.
  
  I want them to fix my heater ASAP. Although I have been very patient, I am being ignored.

  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 10, 2022/09/28) */
  We have been in communication with this client on a regular basis. Tony our Warranty Manager has been talking with him. We did try and fix the issue with the heater but come to the conclusion it would be best just to replace the heater. We have ordered a heater through our warranty replacement process. I agree it has taken too long to come in but we will continue to follow up on this and we do have every intention to replace his heater as soon as we get it.
  
  
  Consumer Response /* (3000, 12, 2022/09/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been receiving this very response since January 2021. They have not been contacting me but responding to my several requests 50% of the time. I have sent them a certified letter requesting that they contact me with an actual plan within one week and they have not called me after 2.5 weeks after sending that letter. August 29, 2022, they told me that they can get me a replacement heater and to give them until September 2nd for their response. As of August 29th, I still have had no response. I have been in contact with another contractor who is willing to replace my heater and fix the leak to the pool equipment. When that is finished, I will take this company to court to recover my out-of-pocket costs. Based on other complaints on BBB website, these empty promises is common with this group. The few responses I have received are the same excuses I've read from others. After 21 months with no proactive communication on their part, I am moving on with another group who has a good reputation. I am willing to still work with Outdoor Living, but they will not contact me. Again, the only communication I've had with them are vague responses to me reaching out to them. It is now time for action, not more excuses and empty promises.