ComplaintsforSilver Springs Pool & Spa

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Silver Springs Pool was contracted for a $200,000 pool remodel which was completed in August of 2021. Soon thereafter, the company was sold to the new owner, *************************. A few warranty items were identified which required attention. I began communicating with **************** in early 2022 and he made 2 visits to my home to review the work that would need to be completed. Despite MANY phone calls and text messages, **************** is no longer responding and the work is not complete. I have communicated with his office staff to relay my messages to no avail. I have spoken with his manager, ****, who similarly no longer responds. The work that needs to be completed is: Repair of an underground broken drain pipe that was damaged during the demolition of the old pool plumbing lines. This pipe ran along side the prior pool plumbing and was simply not identified as not being part of the old pool. Cleanout of a trough that houses the pool cover and motor and unclogging of the water drain within and placement of a proper drain cover. This cover was never placed at the time of the construction and as a result, this drain is now clogged with leaves and not functioning. It is creating a health concern since it now creates an environment of rotting leaves as well as a haven for mosquito and other insect breeding. **************** has acknowledged that both jobs would be covered under warranty and that they were necessary repairs. Despite my VERY PATIENT approach to attempting to resolve this, we remain no further along 1 and a half years later. I accepted being patient so that the work could get done in the "off season", but now that pool season is upon us, I can no longer accept the poor professionalism demonstrated by Silver Springs Pool. I am prepared to supply supporting documents and photos, but these are frankly simple a relatively inexpensive repairs that I NEED completed.

  Customer response

  09/27/2023

  From: ***************************** <************************************>
  Sent: Wednesday, September 27, 2023 6:23 PM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: Complaint ID: ********

   

  Per your request, I have NOT heard back from Silver Springs Pool and Spa to date

   

  *****************************
  ************************************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We signed a contract with ************************* and *********************** for a pool on 12/1/21. Over a year and a half later we still don&#**;t have a pool. They are not answering calls, texts, and unable to leave voicemail. This has been a complete nightmare. Never will recommend this company to anyone. Wish we would have made a different decision.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Pool went over contractually obligated date, dirt and trash thrown over rock wall, damages to home exterior still haven't been repaired, cracks around pool deck and tile falling still haven't been repaired. Months of emails and calls unanswered.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  purchased a silversprings pool 6/20/2019 pool was completed on or about 9/10/2019.paid in full $30,695 for small size pool. pool plaster has developed an approximate 2.5 by 1.5 inch hole with rust color additional spots were found on the plaster in a different area of the pool but right beneath the water line that appear rust in color .pool also has concrete plaster wearing away at steps. Pool is kept in excellent condition and maintenance.Contacted Silversprings by email on May 23,2023 -They responded with someone would get back with me on warranty. I haven't heard from them and need resolution on pool repair as I can tell the entire plaster is defective and or not properly completed to code ie plaster compound etc. Would like immediate response and repair as soon as possible before further damage. Pool plaster should not have these types of issues . if company cannot fully repair then pay cost to have a certified pool company repair the pool plaster.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Pool Construction:* Work started on November 5, 2023 with a contract completion of March 28, 2023 * Went 6 weeks with no communication or response from company starting on March 3, 2023 * April 13, 2023 I called and demanded to speak to everyone to get my pool build going. * April 14, 2023 Xcel coating was done on concrete, very small step on the build process * Today, May 31, 2023 no additional work or response from the owner whom I have sent several text messages to. I also hired a lawyer today to help with my legal battle to get my money back.* To date, I paid cash to the amount of $51,948 dollars on a $55,000 contract. Once they received the last large payment of three, all work essentially stoped.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have been trying to get a heater installed for our in-ground pool. They came and installed the heater (did not hook it up until ablut the 3rd/4th day) cut cement away to run the pipe from one side of my house to the other. When they cut the cement out, they took off parts of my pool deck(cement) and ran it right next to the white water drains for water drainage from the pool usage. While they did they they cut too close and cut cracks in the sides of the plastics. They reinstalled those same plastics with the cuts. When they installed these plastics, they left gaps all across my pool deck on the sides of the cement. They never came and stamped the cement for the pool deck or did the necessary things to do a pool deck. Where they cuz the cement by thr gas area, they pulled up the plastic sheets we have there for the rocks and never replaced it back down. They left the wood in place where they cemented the area that they had to comr back and cement becuase they ran out of cement. It took them 3 days to do that. On the other aide of the house where the heater is, they never cleaned the area back up, where they cut the cement away to run the pipe, they pushed dirt in the hole instead of cement it correctly. Where they ran the electric to the main box, they stripped wires and left it all over the floor where my dogs go. When they were digging the hole to run the pipe, they had dirt all over my back yard for 2 weeks and didnt day a word. This job is not anywhere near complete to any standards at all. I want this all fixed or they can give me my money back. To this day i still owe them 6000$ i will not give that to them until they fix this mess. Please feel free to contact me with any questions

• Initial Complaint

  03/17/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Contacted Silver Springs Pool & Spa back on April 2022. Signed a contract with them to build a pool that would take 65 days to complete as per the contract. Here we are almost a year later and the pool has not been completed as it needs repairs and installation of two fire bowls. The work that was completed was done poorly as the tile and rock were not installed correctly. The contract was signed for a total of $67,880.00 for the pool and $6,500.00 for add-ons. We have paid a total of $69,365.00 as of today. I have been constantly contacting the owner/sales rep all last year and this year and they just provide empty promises. The last time I contacted the owner was about 3 weeks ago and he promised that everything would be completed. I have tried to contact him due to workers not showing up and he has not answered my phone calls or texts these last couple of weeks. We are currently seeking legal help because of how un-professional and un-responsible this company is. I know for a fact that there are many other people out there with the same situation. Silver Springs keeps signing contracts with other people and not full-filling their part of the deal. Building a pool is not cheap at all and it is not right for companies light Silver Springs to get away with this. Any help in this matter would be greatly appreciated. Thank you!!!

  Customer response

  03/27/2023

  From: *************************** <*******************>
  Sent: Monday, March 27, 2023 8:46 AM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: Complaint ID ********

   

  Good Morning,

   

  I have not heard anything from the company and my issue has not been resolved. I tried calling the owner and he didnt answer my phone call.

   

  ******************************

   

  "You Don't Stop Laughing Because You're Old;

  You Get Old Because You Stop Laughing"

  Customer response

  04/11/2023

  From: *************************** <*****************************************; **** Sent: Tuesday, April 11, 2023 1:31 PM**** To: resolutions1 bbbelpaso.org <*********************************************>**** Subject: RE: [EXTERNAL EMAIL] - You have a New Message from BBB Serving ******* Texas, Complaint #********

   

  Can I please obtain the status of my complaint? Thank you

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contracted with this pool company for the construction of a pool and spa. Our original contract states "Completion to be within 70 to 90 business days after excavation However, said days shall not include days lost due to government controls, strikes, fire, flood, windstorm, rain, acts of God, legal holidays, unavoidable causes beyond control of the contractor or payments from Buyer not made on time." They completed excavation on October 12, 2022. We are currently now 5 full months into this project. The pool and spa sit incomplete, and the company has only completed the third phase. It is still missing: Plaster, Jets, Lights, Pool Equipment, Texturing and staining of the deck, connecting all equipment electrical and gas, repairing my concrete walkways that had to be dug up to place gas and water lines, replace rock wall and the cleanup of the yard. *********** has currently collected 90% of the money for the job from my finance company **************. All payments have been released when required. When we went to their office to pick out tile for the pool on December 10th, we were told there was NO BACKORDER on tile, yet the company took two full months to install it. I also had to pick out stone for the spa which is not yet complete, and I was once again told there was NO BACKORDER on stone. It has been three weeks since I picked out the stone and nobody has shown up to install. When I have tried to contact the company for updates on the project, they are extremely hard to get ahold of. Communication from them has been zero. This has been through Emails, Texts, Phone calls which go unanswered. I was finally able to reach the project manager **** last week who told me that he had a crew scheduled for today Tuesday 3/7/23. They did not show up and there was no communication to tell me they were not coming, once again breaking their word. *********** has also left trash with no cleanup efforts after each stage. They have shown no urgency to complete the job.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Pool contract signed on 5/21/22; construction began 3 weeks after contract was signed. The estimated completion was to be 65 business days after that. Our pool is still sitting at the "shell" or concrete phase and no activity has occurred in almost 2 months. We have emailed, telephoned, texted Mr. **** ****** (owner) and Mr. ****** ****** (sales agent) to no avail. They informed us that they have no workers right now, they all quit on them, but we have already paid them $67,500 of the $75,000 total cost to complete our 30x15 swimming pool. Mr. ****** telephoned my wife on Friday, Sept. 30th that he had been out of town, but would come to our home on Oct. 3rd to inspect; that he had 2 men that were willing to finish our project. Then on Oct. 3rd, when Mr. ****** hadn't shown up by 3:00 p.m., my wife texted him, only for him to say he took a sick day and would not be coming. He never bothered to let us know. To date, he has not come to assess the progress and has not returned our calls, texts or emails, neither has Mr. ****** ****** who sold us the project and signed the contract with us. Mr. ****** took us to a home on the westside that belongs to the owner ******** ****** as apparently Silver Springs Pools & Spa constructed their pool. Mr. ****** ****** continues selling pool packages and they are still advertising on Facebook, which I believe is false advertisement because they are signing contracts, collecting deposits from customers, knowing they don't have workers to fulfill these projects. We did everything they told us to do, we were timely with the orders and we are paid up to date with them, however, they are not fulfilling their contract and we just need them to finish what they started and do it correctly. We are unable to landscape the backyard either because all of the pool digging is still there and we don't want landscaping workers to mess up that area. They need to complete the deck, plaster and connect all plumbing and lighting.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pool construction started back in October of 2021. Excavation took longer than usual. Silver Springs claimed it was a hard dig. Wanted to charge me 1500 dollars a day extra for hard dig. Employee admitted that they were taking longer because they were moving the dirt out in a small trailer to drag the excavation. (deceptive business practice). Construction continued. Progressed with the project until December. Promised pool would be ready by early January. They finally poured the final stage in February. Decking is completely crooked, all lines are crooked, tile work is sloppy, spa does not spill over correctly. Plaster company cancelled the projected date because they were "hungover". Management continues to schedule then cancel. Now owner states that we have to wait until early fall to have repairs done. Project is paid in full, $60,000. PVC used for water lines instead of copper. Electrical lines covered with PVC instead of conduit. Silver Springs continues to put us aside to work on their other projects when they have already been paid for this one. Legal action and media coverage is next if they cannot finish what they started. There is so much more but I know I am limited with words on this platform. Please advise!

  Customer response

  04/21/2022

  **** ********* <*******************>

   

  Good morning,

   

  This email is regarding complaint #********.  I have heard from Silver Springs Pool and Spa Inc. Owner has promised to correct all repairs by November.  Although I am not satisfied with the experience that I have had with the construction of our swimming pool by Silver Springs, I will give them the opportunity to correct their poor work one final time.  

   

  ******* *********

*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. ↩