ComplaintsforCody Pools Georgetown

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When Cody Pools designed my pool they decided to keep my existing concrete patio and extended the concrete to the pool with a drain between the new concrete slab and existing concrete patio. They poured the new concrete deck 8/21, by 10/10 it started cracking and raised 3/4" above the existing slab. This makes the deck drain not work properly and creates a 3/4" of water pooling up on my pool deck next to my house foundation for the rest of the day every time it rains. Over time this will cause foundation issues on my house along with being a tripping hazard when people are going out to the pool. On 11/6, their solution was cutting a bigger joint line between the 2 concrete slabs and install more mastic one the lower side to try to float the two slabs together. When they did this, they floated over part of my deck drain and made it so my deck drain cover cannot be removed to clean out if it gets clogged. They also painted the new joint the wrong color so now it doesn't match the rest of the deck. For the next two months the construction manager kept telling me that they are working on a solution but everyone is busy for the holidays. Two weeks later, they told me "you just have bad dirt and ground movement is out of our control so our hands are tied.It is now 4 months after they cut the bigger joint line and they still have not returned to paint it the correct color to match the rest of the pool deck.They also did not install end caps on my deck drain.A jet cover trim piece inside my pool is also not installed. They could not install it because they plastered over the s**** holes when they plastered the pool.They did not strap and weatherproof my exposed autofill conduit correctly so it broke in the freeze. If they installed it correctly underground it would be protected from freezing. I paid Cody Pools in full for my final payment on 9/7 and my pool still is not complete and they can't even give me an update on when any of these issues will be fixed.

  

  Business response

  03/12/2024

  Our Construction Manager, ******************************* has left voicemails for ************ to call him back to schedule a meeting with him and our Warranty Manager to meet him to go over the concerns.

  Customer response

  03/15/2024

  Complaint: 21391683
  
  I am rejecting this response because: ******************************* left one voicemail and I called him back an hour later. He came by and looked at the issues and came up with a plan to fix them but didn't give me a timeline for when it would be completed and nothing has been corrected. 
  
  Regards,
  
  *******************

  

  Business response

  03/19/2024

  It was confirmed this morning that the leak has been successfully taken care of. 

  We have contacted our vendor, ********************, regarding the final concern of the return guard. They are going to put this on their schedule and also let us know that,unfortunately, with the cold water it might not happen for a few weeks/months. We will stay in contact with the vendor and customer to make sure it remains priority.

  Customer response

  03/25/2024

  Complaint: 21391683
  
  I am rejecting this response because: I will accept the response when the drain cover is installed. 
  
  Regards,
  
  *******************

  

  Business response

  03/28/2024

  We will be onsite 4/3 to install drain cover/grate. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I went under contract with Cody Pools back in May 2023. They had a project manager that did not do his job and monitor the progress of the job as he was supposed to do. We would question him on the things that were happening, and we were told to trust the process numerous times. Shortly after completion of the pool (July 2023) this project manager was terminated as our issues were not addressed, and they assigned another person to ensure our issues were addressed and fixed. Since July 2023 we have had little to no progress. It was not until February 2024 that they sent someone out to fix our waterfall that has been leaking since the pool was built. We have been getting the runaround and nothing but excuses on getting the job completed. I have a long list of complaints about the pool build but since the original project manager was terminated, I will not list them. I would like for Cody Pools to do what they promised and take care of my issues! Below, is a list of things that were promised to be fixed and addressed on numerous occasions:Fix the leaking waterfall Remove buried concrete Do an acid wash on the whole pool area Touch up paint around the pool area Fix the wires near the pool pump Bury the ground wire Box the plumbing behind the pool

  

  Business response

  03/04/2024

  We are currently working with the client on the resolving the concerns with the sheer. All other concerns have been taken care of.

  Customer response

  03/04/2024

  Complaint: 21354011
  
  I am rejecting this response because:

   

  They have only fixed one thing 

  concrete still needs to be removed

  acid wash has not been completed

  wiring still needs fixed

  still need to repair and paint the concrete  

  sheer is still leaking  

   

  there is communication but there are outstanding issues  other than the sheer

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

  

  Business response

  03/25/2024

  All concerns have been addressed and resolved.

  Customer response

  03/25/2024

  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 have been responsive and are in the process of fixing a few minor things that are left.

  All of the major issues have been addressed.

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

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a pool built by **** that was completed in Aug 2022. Since early 2023 I have been trying to get them to repair a very bad plaster job. They came to see the problem and agreed it should be fixed. I have been trying for over 4 months to get them to schedule the work to no avail. They are very unprofessional and unresponsive.

  

  Business response

  02/06/2024

  All concerns have been addressed as of last week and client is happy.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my property in Feb of 2021 the pool was build in 2020 brand new construction. The pool was contracted by the builder and Cody pools is the pool builder. 3 years later the pool is sinking into the ground. Apparently due to the assumption that the pool is sinking due to movement the the ground I am being told that the warranty is not applicable. Not only this, it is not cracking at this point but they have told me that warranty is void if they know that the pool has moved due to ground fill and it cracks in the future. There needs to be some accountability with respect to how the pool was put into the ground, diligence that was done on the soil, reinforcement that was planned for at the time of construction. Failure to do these appropriately and then putting terms in the warranty to absolve the builder of all accountability is not a good business practice.

  

  Business response

  12/28/2023

  We understand ******************** frustration. Soil conditions, natural shifting, and other underground occurrences are latent and cannot always be predicted. We have  built pools for over 29 years and across the thousands of pools earth movement is uncommon but does occur. Because these issues cannot be predicted there are no builders who warrant for these potential conditions (which are also known as force majeure or Acts of God). In fact, our contract in Section 1 labeled "Warranties" excludes ground movement and other force majeure events from coverage; again, we exclude such causes because they are not predictable, and they are not caused by Cody Pools.Upon ******************** complaint our team of experts examined the pool and noted that the structure of the pool was sound. One side of the pool has sunk by approximately 1.5 inches in four years but because the pool was built properly it withstood shifting and still performs as intended. We value **************** and all our customers, but our contracts recognize that natural ground movement is and always has been an uncontrollable issue

  Customer response

  01/03/2024

  Complaint: 20952051

  I am rejecting this response because:
  

  The pool was not build on properly stabilized surface.  Cody pools built the pool and put it there.  To then have a clause in the warranty absolving them of all responsibility if the ground shifts makes no sense.  Part of building the pool is knowing what surface it is being put on.

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

  

  Business response

  01/08/2024

  Again, we value all our customers and we take their complaints very seriously. When we have agreed to warranty something we do. But here, the contract the customer agreed to is clear that we do not cover issues caused by ground movement. We do not cover ground movement for all the reasons previously discussed in our prior response. We lament that **************** is unsatisfied as that is never our goal but the contract terms **************** agreed to expressly exclude issues caused by ground movement. We exclude those types of issues from warranty coverage for all the reasons stated in our previous response. This is not a customer service issue, instead, **************** is simply unhappy with the terms of the contract he agreed to.

  Customer response

  01/08/2024

  Complaint: 20952051
  
  I am rejecting this response because:

  Indeed the warranty indicates that Cody pools is not responsible for the pool in the event of movement related to the ground.  That is the equivalent of an auto manufacturer saying they are not responsible if the wheels fall off the car if not driven for 3 months because the car wasn't driving for 3 months.  Any structural engineer will attest to the fact that the soil in this part of ****** moves and that appropriate design considerations needs to made to properly protect against this.  Just like an auto manufacturer builds cars to factor in conditions of normal use - not write warranty clauses to void when the expected happens.

  Also on this point of me entering into a contract and me signing it, I did not. Cody pools contracted with the builder and I bought the house assuming the pool had been constructed with withstand local conditions.  Conditions on which Cody pools built the pool.  Results of soil study on which the pool was built are not something I saw or was. involved in, design of appropriate support for the pool is not something I was involved in. Cody pools was responsible for both so to say that I agreed to warranty terms is false.

  And I furthermore believe that most consumers would agree that a warranty that voids against known events vs planning them for and designing with them in mind is a clear indication of knowingly being negligent. 

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

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The pool has a crack and is leaking as determined by the expert they had us hire (with our money) to determine if the crack was in the surface or structural. It is structural which should be covered by their warranty. They are saying it is not covered because the entire structure moved.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract last may with Cody pools in ***** to compete our backyard. The project consisted of the pool, outdoor kitchen, steps down to the deck, the deck and a screen enclosure. We were told we would be swimming in January or February. Its now the end of July and I still have no idea when I will actually be able to swim in the very expensive hole in my yard. We have already paid 95% of the contract price per their contract. Months go by without anything happening. The sheer level of incompetence is staggering.

  

  Business response

  08/07/2023

  The ************* has required a revision to the permit in regards to the kitchen. This was unforeseen but it has been submitted for some time now and we are continually checking on it so that we can complete the remaining work. Once we have the permit, we will communicate with the homeowner of the schedule to finish all remaining work.

  Customer response

  08/07/2023

  Complaint: 20391104
  
  I am rejecting this response because:

  The scope of the project from day 1 was to include an outdoor kitchen. Cody pools should have had this in their plans and permit with the ************* and did not! To now have to go back and do this so long into the project is unacceptable. 
  
  Regards,
  
  *********************************

  

  Business response

  08/28/2023

  The stop work order was lifted late last week. The corrections were made, and the necessary inspections were called in and they passed today.Our management team has talked to homeowner today and conveyed as soon as storm passes we will put deck back together and send to ***********.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid Cody Pools roughly $130k for a pool, patio, and gazebo so this was a huge expense as this is already half the cost of our home. We trusted them due to a word of mouth recommendation from a family friend and we also recommended Cody Pools to our next door neighbor. This ended up being a mistake.The sales process was good of course, we had sourced a few different companies but our sales rep was nice and seemed knowledgeable compared to others. Price was high but due to Covid supply shortages, we understood this. We were also understanding to extended timelines to complete the project.We had a few concerns and questions pop up, which we contacted our Project Manager ***** and he was attentive enough. We noticed the first issue when filling our pool. The vacuum pump pipe was filled with dirt and when we were filling our pool with water, the dirt inside ended up staining the pool with an obvious runoff into the main drain. Cody pools let us know they dont cover staining. Total negligence during the install process but whatever, we let it go. Next, we discovered the fountains are not even and symmetrical; the project manager explained this is a hiccup from the sales rep and though he said it could be fixed, we never heard back. It took 8ish months after the project was complete to get them to install the electrical outlet on our gazebo that we paid for; which we followed up for numerous times. This is all backstory for our experience.The primary complaint is the warranty process. The pool is clearing sinking in one corner, causing the pool level to be roughly 1-2 inches deeper in one corner than the other. Im concerned the underground pipes will break. Our concrete patio is cracked so bad we can fit large coins inside of it. They stated they dont cover ground movement, yet the ground stabilizer treatment clearly failed. Now we are stuck with an ugly product that we are completely dissatisfied with and might cause huge issues. Do not go with Cody Pools!

  

  Business response

  07/21/2023

  Message from *********** Construction Manager :

  I went and met with the ********* 7/20/2023 to look thinks over and to document the movement.
  
  1.            *** pool is out of level by ****" *** skimmers are functioning fine so there is not negative affects with the out of level pool. I told them that the best thing to do is watch and monitor any further movement. On the left side of the pool the rock landscaping is sloped towards the pool. I advised the client that all landscaping and grading should slope away from the pool structure. ***y live in an area with expansive soil which can cause movement. ***y did have the ground stabilization applied and I reminded them that that is about 75% effective.
  2.            *** deck crack seems to be a result of the pool moving but can be fixed with a crack treatment and acrylic coating reapplied. I would only do that once the pool movement has ceased.
  3.            One issue that *** be the cause of this is the area deck drains that we installed. ***ir landscaper seems to have covered the exit point of the drain line. It is possible that the water from the deck drains is dumping in the ground causing the deck to heave and the pool to shift. This is only my opinion at this point.
  4.            *** center sheer descent is clearly not centered and was missed by Cody Pools during construction. I let the owners know that we would definitely move it.
  5.            ***re is an area of the concrete where water is ponding next to the house. That can be addressed when we treat the deck cracks.
  6.            ***re is a visible stain in the plaster running down from the pool sweep line, down the wall towards the main drain. Cody Pools should have addressed this at start up.***y were told by someone that it would disappear in time. Well, it's just shy of a year, and it is very visible. *** pool will need to be drained and acid washed.
  7.            I recommended that we wait to see if the pool goes further out of level. If it does it would require polyurethane injections to lift the structure and re-level it as well as further stabilize the pool foundation.
  8.            I will follow up with them in November.

  Customer response

  07/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to follow up in November is satisfactory to me. 
  
  Regards,
  
  ***********************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had ********* install a residential pool in 2022. It was completed in June 2022. In Jan 2023, we noticed a 40in crack in the gunite. The gunite has a ***** year warranty per the information provided to use on signing of our contract. We contacted the warranty department at Cody Pools in Jan 2023. We have contacted them nearly monthly about the issue and how it has not been resolved or even looked at. All we get is that the project manager has contacted the gunite company but no one from Cody Pools or gunite companyt has come to inspect it. They do not seem to be worried abou the integrity of the pool beneath this crack. It has now been 4 months since our initial email and no one at Cody Pools has assisted ** with resolving this warranty concern.

  

  Business response

  05/31/2023

  The construction management team went to the residence on approximately May 22nd to assess the concern. They conveyed to the customer that It is very tight and doesnt seem to be losing water, at least at this point. Its positioning doesnt suggest a structural issue, but that is just an assumption at this point. The crack is something that we do however need to keep an eye on. We would like clean off the calcium deposits that are attached at and around the crack. Lets take another look at it in the fall to see if it continues to lengthen or widen. We can address it then. At that point we can drain the pool and assess and repair it. The method of the repair is best determined once we see how or if it progresses. This would also allow you and your family unincumbered use of the pool during the swimming season. If you would like to meet with me to discuss this further, please let me know.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ****** company to do business with! Staff / **************** HORRIBLE! Not willing to help or make things right from the vendors SHOTTY work! This is a very long review. Its worth the read if you are deciding to work with Cody Pools.This HORRIBLE experience all started November 2021. We talked to **** in the sales department. Everything started okay, and it was great to see the design being built right in front of you. He was understanding with, at the time our 1-year-old and the non-patients that my son has. Our first red flag was at the end of the final plans and getting ready to put the deposit down, he told us to write a 5-star review on ****** and he would compensate us for it! We got home and didnt think much of the timeliness of this review due to the fact that this was going to be a long project and **** started harassing us just 2 days later about this review needing to be done ASAP. This is very biased, and I can see why the reviews are great. Fast forward to pre-construction when they came out to review the plan in our backyard. This was done in March 2022. **** and the (at the time) site manager came out to map the plan in the yard. We asked many questions regarding placement of pool and equipment and our questions were answered to our satisfaction. We did not realize at the time that the majority of their answers were masking bigger problems. There were a few answers like, this will be fixed during the construction of the pool. Now came the exciting part! We received an email from the ***** office telling ** what our excavation date is with the payment structure. The excavation team came out on the week of July 01, 2022, and did an amazing job! He even let our son go out and watch and see his skid-steer. After that was done, we had another team come out the following weeks to frame the project with wood, and then another team came out to do the digging. All these vendors did a great job and we had great communication with Cody Pools and our new project manager *****. We had such great service that we recommended them to other neighbors in our neighborhood. Then like a light switch it all went downhill fast!The gunite team came out and put the shell together. After they were done, we thought everything looked great. I saw our project manager out there after the team left looking at the job and then received a call saying, everything is done and looks great. Next the electrical and plumbing came out. The electrical is very hard because the vendor has been great and they did what the pool company told them to do, but Cody Pools dropped the ball and told the electricians to just take two 4x4x6 post, stick them in the ground 6 tall and s**** the electrical box in the middle of our pool area!! After being very upset about this and talking to our project manager. He told us, According to the plans, this is where it goes, but it does look very bad. I responded back saying that Cody Pools is the so-called experts, and they all know what this would look like. I also said this needs to be moved and mounted to the side of the house. Which is only 3 feet away from where they added a skyscraper of an electrical box! Cody Pools refused to do anything and kept it there. It is still sitting there to this day. Again, I want to say this is a CODY POOLS issue and not the electrical company. The plumbers seem to do a great job as well, but I have/had no idea because the piping was not working until the pool was completed. Now its about the end of August. We have another vendor come out to frame the footer around the pool. They seemed to do an okay job, just dont open your doors or windows with the amount of smoking going on. Which was a little issue, because I had to go out there and pick up all their cigarette butts, and Mtn Dew cans that they threw around my entire yard. After they finished, I went out and saw what work they did. Again, the work looked good except for another huge CODY POOLS design flaw. They put a concrete footer around my entire backyard blocking any draining of water from overspill, rain, and other natural elements. This is blocking water from leaving my two AC Units, Pool Heater, and Pool Equipment. As you would expect I called our project manager, told him. He said there is nothing they can do about it. Being very upset and having thousands of dollars of equipment sitting in a hole with a pool of water. I called the office and said I need to speak to his boss. I never heard from his boss, but I did get a phone call the following week being told they would come out and add a drain to get the water to run out. HAHA you should see this shotty drain. They cut the footer in three sports and added a pool drain/ gutter in the three spots. Then to kick me down even more they told me I had to fill the hole and do my own draining to get the water to flow towards their crappy so called drainage that the pool company did design and built in the first place!Months went by and I have been calling and asking for updates. I was told that the next step will be the pavers. The pavers were on backorder, and they will be at our house in three weeks. Three weeks later I called again, and my project manager said the pavers are still not here and that it will be another week. This went back and forth for about another month. Then the pavers finally made it here. ***************** dropped them off in our backyard with 4 pallets of pavers. Again, that company did a very good job at trying to keep things from breaking and putting them where I wanted them to go. When the next vendor came out to lay the pavers down, thats when we found out that Cody Pools ordered the wrong paver color and pattern. I called very upset because the team was here now laying the pavers down and its been two months of waiting. My project manager told us again THERE IS NOTHING WE CAN DO ABOUT IT! At this point I was ****** and thats not the answer. I now finally spoke to his boss ***. *** told me the only thing they can do is give me $500 for the issue. ARE YOU FING KIDDING ME!!! He said, it will be another 3 months for the pavers to be reordered and sent to the house. After talking with my wife, we agreed we waited way too long for the pavers and that the color we can live with. So, *** then forced us to sign a paper saying that we agree with CODY Pools ordering mistake. *** then also told us after signing the paper that it took so long because CODY pools never ordered the pavers from the new vendor, they submitted the order to their old company and was too lazy to go follow up to see where the pavers are. It only took us complaining, and Cody pools lying to us for months telling us paver are on backorder while CODY POOLS tries to cover their butts. Meanwhile, mind I bring up. Im still fighting them on fixing the electrical location. So now Im fighting with the company for two HUGE issues at this point. Even better, at this point our project manager cant respond and would not return our calls. So now with these issues that I stated above and fighting with the company for months. Its now January 2023. The screen company now is FINALLY out doing the work! The team of three came out the first Monday in January. Everything started smoothly, the team was very nice and asked where we wanted everything to go. Tuesday came and I noticed the our entire back of our screen was crooked. The team stopped working on the back and then finished the rest of the screen while the screen company and CODY Pools got involved. At this point, this is when **** (I believe the manager over all of *****) and *** came out. I sat inside and heard them yelling at the screen company saying its the screen companies fault that the screen is crooked. The team said No its not. You built the entire spa crooked. At this point the team walked off and I never seen them again. Weeks when on. I want to say 5 different groups came out to just MEASURE the area. Meanwhile, the entire back of the screen is wide open holding me fully responsible for any liability that could happen since they removed all the construction fencing at this point. Finally after myself going out of my way to tell them that the pool company has to pay for a full interior screen cleaning from all the bugs, birds, love bugs, etc. getting into the screen. Some how the screen company was out the next week to finish the screen. This was the first week of February. Yes a full month of Cody Pools and the screen company fighting and leaving the customer sitting with a hole in their patio. Thats what was more important for both companies. We (my wife and I) finally reached out to the screen company ourselves since Cody Pools does absolutely nothing for us (as you have heard so far) finding out that Cody pools told the screen company to hide the crooked spa the best they can. The screen company also told us they will no longer be working with Cody Pools from not just our pool but others with similar issues. Now that the screen was completed the pool company did make things right with us and came out to help with minor issues and fix issues from their shotty first teams work. The first team decided to s**** the handles to open the doors in the wrong spots then when they new it was wrong, re mounted leaving s**** holes everywhere. Installed broken soft close plungers on the doors, and left a lot of spots without silicon for the bugs to get in. Again, the screen company came back out and fixed everything for us. It only took us one call to do this. Yes being our own project manager, because our project manger at this point was worthless and was doing nothing for our pool. About a week later *** showed up with our final bill saying that we owe them an absurd amount of money. Way more than the agreement. After walking him through our payments and going line by line he then understood we only owed an x amount. I called in the next week to make the final payment so we can get the pool done. Cody pools will not move forward until they get all their money! A HUGE RED FLAG YOU NEED TO LOOK AT. TAKE YOUR MONEY THEN LEAVE YOU HANGING. Anyways, I called in and talked to the accounting person. She forced me to pay the absurd amount of money, or they wouldnt finish the pool. I didnt have this money since this was not what we agreed on. So I had to pay with a card. This was probably the BEST IDEA to do. You have ONE person on your side! They finished the pool the first week of March 2023, my project manager shoved me off and put me to the warranty team in *****. The warranty team called and said I will be working with them now. I felt this was so much better. They finally will actually get things done. The first call, I told the rep I wanted to speak to someone higher up than **** in ***** with the outrageous issues Im having. She gave me to ******* the Vice President of *******. When he came back from vacation, we had an hour long call with him telling him all the issues we have, and explaining even bigger issues that we have found with the pavers, the skimmer being in a horrible area where the water feature flows water right into the skimmer making the skimmer not even workable unless you turn the water fall off. There are so many more things including in this call. He told me that they would add another automated pump so that I can turn the water off from my phone instead of going and manually turning off the valve. WOW thank you! Your company fed up so badly with the skimmer location, the spa being crooked, pavers completely crooked and clunking around while stepping on them, electrical panel still a skyscraper in the middle of my yard, a hole of water that all my equipment is sitting in, and now to top it all off. The plumbing is now on and. MY SPA CANT EVEN HOLD WATER. All of these CRAZY HUGE issues and you give me something to turn the valve off on my phone! What a big F U to me and a huge we dont give an F about you!Please, Please, Please be very careful of CODY POOLS! They really dont care about you and only want the money!

  

  Business response

  05/31/2023

  Cody Pools has heard and acknowledged all of the customer's complaints. The company did go back out to the site and at no cost to the customer add new automated actuators, additional transformers, and the appropriate programming to be able to control all of the pool functions as the customer was expecting from the original contract meeting. Customer was very happy and appreciative of these additions. Cody Pools then started to address the open warranty issues regarding the spa and some pavers to be replaced. It was a this time that the customer disputed their final payment of about $17k on their credit card. Cody Pools and the customer have been in communication since that point talking about the fact the contract needs to be paid in full for warranty work to be completed. The customer has said they do not have the money and cannot make the payment. At this point, Cody Pools cannot complete warranty work due to the terms of the contract not being fulfilled financially. When the customer can complete their payment schedule, warranty work can resume. 

  Customer response

  05/31/2023

  Complaint: 20108338
  
  I am rejecting this response because of the statements below. Please also see the attached photos documenting some of the major issues.

  The reason that Cody Pools returned to our home to add automated actuators and additional transformers is because during our initial pool build and design in November 2021, the salesman had told ** this was going to be included in our design. When the pool was completed, and we did not have any of these features we brought it up to our local ***** team and they told us it was never ordered in the plans. Just another way in which we as customers felt completely screwed over and blindsided. We truly felt like we could trust the so-called professionals and clearly we could not. We had finally had enough,and our concerns were escalated to the Vice President of the ******* Division.We had a 2-hour phone conversation with him regarding all the issues that had occurred over the course of our project and at the end of that conversation, he apologized and told us he cannot fix most of the major issues outlined below because they are structurally in place, but he can add in the features that we were told were going to be in the design from the beginning. He promised to call us back after discussing our project with the ***** team to figure out what next steps are regarding how to compensate us for the MAJOR issues that cannot be fixed. These major issues include, but are not limited to the skimmer being directly next to a water feature rendering it useless because the water feature is pushing the water away from the skimmer (VP admitted this was a design flaw that should have been caught during the engineer sign off and they would use this as an example/learning tool for future projects), 6ft tall electrical panel propped on 2 4x4x6s in the middle of our patio (it should have been attached to the side of the house. The electrical company came out to address an electrical issue after completion of the project and they told ** this panel absolutely should have been mounted ON the house), footer was placed across entire patio blocking all drainage from pool equipment & 2 AC units causing all equipment to already start leaning, back wall of spa is crooked. This is not built to the design that we signed off on (this caused a month-long delay due to arguments between Cody Pools and their screen company with no resolution. The screen company did their best to hide how crooked the hot tub is), spa cannot hold water (could be due to prior issue stated), we were forced to sign off on a change order for the pavers that we did not initiate that includes a different color and pattern than what was ordered (they were already in the middle of laying the pavers when we noticed on our security cameras that they were the wrong color and pattern. We brought it up to our project manager and were told to sign this change order immediately because there was nothing else they could do. We were told later from our project managers boss that Cody Pools ordered the wrong pavers and the wrong color and hid it from us). With all of the MAJOR ISSUES, NO, we are NOT happy with Cody Pools or any resolutions they have attempted to offer us thus far. The warranty team was in contact with us and the paver team did come out to attempt to fix the issues with the pavers;however, when they were at our home they continually knocked on our door and were yelling at us saying that in order to fix everything, they would have to pull up all of the pavers and start over and they were simply not going to do that. The sad part with this is that our project manager could never be present to deal with their vendors and we had to deal with the direct insulting and disrespect from the angry vendors who were sent back to fix their initial sloppy work. The final payment on the credit card was disputed due to the fact that no one would answer our concerns about MAJOR issues that cannot be fixed.  They are demanding payment for an A+ product and we received a C product at best. Cody Pools needs to fix all major issues outlined above including: relocating skimmer to appropriate working location,mounting electrical panel to the side of the house, fix drainage issue and ******* equipment including pool pump, pool heater, and 2 AC units, tear down and rebuild spa to be square per the design that we signed off on, remove all pavers and reinstall to fix the crooked design pattern and clunking while walking per the vendor. At this point, Cody Pools did not fulfill the terms of the contract per the design and engineering specifications that we signed off and agreed upon. 
  
  Regards,
  
  ***********************

  

  Business response

  06/06/2023

  Cody Pools wants to continue to address the open warranty items, as previously communicated, but cannot do so without financial fulfillment of the contract. The contract states "Cody Pools warranties its work to be free of defects in material and workmanship for a period of 1 year from the day the pool is plastered provided Purchaser has complied in full with terms and payments and other conditions of this contract. The pools shall be deemed completed once it is plastered." At this time, there lack of payment leading to no current warranty coverage. 

  Additionally, attached is the signed drawing from the customer for their project. This drawing shows the location of the skimmer, the location of the pool panel on a rack, and the location of the ** units (existing) staying in the same place at the corner of the deck, all being signed off and accepted by the customer. Footers are required to be around the entire perimeter of the screen enclosure in order to meet engineering code. There is no way this could have been avoided. 

  The new selections from the customer were made for silver *** hopscotch pattern pavers. The order was placed and installed with silver *** pavers in a hopscotch pattern. This was a signed change order from the customer from the original standard paver selection. There are pavers that need to be corrected still, which the company was addressing at the time payment was disputed and retracted by the customer.

   

  ********************** remains committed to every one of its customers, as in this case, but payment must be made for work to resume.

  Customer response

  06/11/2023

  Complaint: 20108338
  
  I am rejecting this response because:

  Clearly Cody Pools will say anything they can to ignore their customers. I have stated a few times in all of my responses that the skimmer, water features, hot tub leaking, spa being crooked, and electrical panel are huge issues that MANAGEMENT has already said are MAJOR ISSUES that CODY POOLS should have addressed while building and ENGINEERING should have caught.  For this company to just say that the customer signed is a complete lake of responsibility on a company and shows the sincere quality of their work and work ethic. I guess Cody Pools is not the pool experts, the customer is and the customer apparently should be their own project manager as well. I mean, thats why I had to do and be. What a pathetic accuses these people have responded with so far. And sadly not ONE TIME with all of this have they said WE ARE SORRY or acknowledge the issues, because they know that to fix these huge issues would cost them thousands of dollars that they just want the customer to stay quite about. As for the response back that says they care about their customers. All I can say is WOW! Oh and again no discounts or solutions! So again, no Im not accepting this. When they can provide an agreement and a solution on how we can compromise on getting the hot tub to be straight and not crooked, all the pavers to not be slanted, and all of the issues previously addressed, they will just be wasting their time on responding. I didnt paying over $100k for a pool that looks like my 3 year old built! Take some Fing responsibility for your crappy work! 

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

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Cody Pools (among others) to obtain a pool quote for an upcoming pool project at our home. I was very disappointed in the service we received. They were quick to come out to measure and I was eager to appear in the office to discuss my project. But the actual receiving of the quote... non existent. I even went as far as to reach out to this company asking for it. I had received all other quotes but nothing from Cody Pools. I had heard decent comments about them and wanted to provide everyone a chance. THEN when we did final receive word from them we scheduled an appointment and they FORGOT about the appointment and called me after the time for our appointment to cancel. Now, I was running late due to traffic and had called him more than 15 minutes before the appointment to apologize and had to leave a message at his office (THIS WAS BECAUSE HE FORGOT AND WAS NOT EVEN THERE!) I addressed I was upset with his lack of professionalism and he did not respond. Days later he sent me a nasty message that he hopes my kids don't have the same issue, I WAS NOT UPSET THAT he had an emergency, just that I was not notified. This is when the unprofessionalism just grew... Not even worth the time to write it out. Let's get to the plans he sent me... I asked for natural and he sent contemporary. I suggested a hot tub in the corner he added it in the front. I stated I did not want anything flashy and he added a waterfall in the back. I am sure its a beautiful pool but I would rather pay for something I want. You could tell this was thrown together and not by the requests I offered and wanted. I reached out Jan. ************************************************ Mar. 2. Definitely not impressed with this company and very unhappy with ***** as a sales person. Upon further discovery by calling friends that are also pool owners or looking into pools this is the reputation the company has. Certainly not a company for me to work with. Just want others to know their service.

  

  Business response

  03/13/2023

  We strive to provide every customer with top notch service during the design process as well as through construction.  Due to the current demands of the pool industry our designers are working with several customers at a time.  Unfortunately as humans, mistakes can get made with timing and scheduling.  We apologize for any inconvenience we may have caused.  If there is an opportunity to make things right, we absolutely will make the effort to do so.

  Customer response

  03/13/2023

  Complaint: 19536256
  
  I am rejecting this response because:

   

  Top notch and no showing should not be used in the same sentence. I wish you good luck in all your future *************. This response was the most timely thing I have received. Thank you for not addressing the joke of a proposal that was sent. Nothing like what I asked and just thrown together. 
  
  Regards,
  
  *************************

  

  Business response

  03/13/2023

  We apologize that the design you received was not up to your expectation. The design as well as professionalism has been addressed on Cody Pools side by our management team. If there is an opportunity to make things right, we absolutely will make the effort to do so.  

*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. ↩