ComplaintsforCody Pools Georgetown

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Initial Complaint
12/16/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is the first time I have ever filed a complaint about a company and spoken out publicly. I believe integrity when running a business is paramount and I feel this is lacking at Cody Pools. I also feel I was treated unjustly, and I do not want this to happen to anyone else.While it took them over 18 months to complete the pool and there were a lot of issues and problems along the way, some that are not solvable, that is not the real issue. The real issue comes down to changes made by **** during the engineering phase that operationally changed the way our design functions, without communicating those changes back to us to get our approval. These changes only appeared at the final phase, after all payments were made and the pool was full of water and not functioning as we designed. Their response is, It was built per design. which is a complete copout and shows a lack of integrity. Yes, it was built per design, the problem is the operational functionality was not discussed with the homeowner. We took it upon good faith and company reputation that the pool was being built to not only design specifications but also operational expectations. Yes, we signed off on the plans, but the plans do not state how the pool should function, it shows basic layout and pipework information. We are not expert pool builders to verify operational functionality, that is why we hired Cody Pools. I suspect most every other homeowner is in the same situation, which is why a professional pool builder is hired. We asked questions and were very involved in the design phase. So involved we brought the design to **** and knew exactly what we wanted. The designer just needed to put it in their pool building software and execute on our expectations. The designer assured us what we had designed would meet both our operational and aesthetics specifications. The resolution I am seeking is for the pool to operate as originally designed.
Business response
12/21/2022
All work has been completed by Cody Pools and the final building permit is all that remains. The homeowner is to bring one gate to code and put up the door alarms and then final inspection can be done.
Customer response
01/03/2023
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.

Regards,

*************************
Initial Complaint
11/29/2022
Complaint Type:
Service or Repair Issues
Status:
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.
We contracted with Cody Pools in April 2022 for a pool. It has been six months and it is not complete. Weve gone six weeks plus at a time more than once with no one at our home working. The concrete deck is all cracked, within a couple of weeks of being done, the pool leaks so it drains 3-4 inches per day since plaster was done almost two weeks ago. The pool is filthy, pump runs 24/7 ruining the filter, no chemicals in it and we are having to pay for water every single day to fill it up so pump doesnt burn up. No one has repaired leak, project manager has never been to job site to inspect any work, only comes to pick up money, outdoor kitchen was built wrong and wont hold the refrigerator or griddle we have had here on site for build since July, job isnt complete, cool deck not done yet and cannot get answers from supervisors or even the company owner. Complete mess and no answers.
Business response
12/06/2022
A resolution has been made for the outdoor kitchen area. The pool is running and no leaks. The acrylic finish had to be reschedule because of solar items being on deck that they are having installed.
Initial Complaint
10/17/2022
Complaint Type:
Service or Repair Issues
Status:
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.
March of 2020 was the completion of our Cody **** and Spa. During the installation process, we questioned the amount of water collecting in the pool and spa areas. We took pictures of all stages and were told not to worry because everything is warranted. In April of 2022 we notified Cody Pools about cracks in the spa. They finally came in September of 2022 to begin repair. They completely gutted the spa. We were told that the cement under the plastic most likely did not cure properly because of the wetness. As they proceeded, they broke something on the drain and had to dig further to repair that . As they dug, water kept coming up from the hole in the ground near the drain. They then told us it is a drainage issue, which is not warranted, and wed need to fix that before they would finish fixing the spa. We had two bids. One landscaper would not even take the job. The cost from the other is $25,000. Turns out there are natural springs in the area. But since this wasnt addressed earlier, they have to dig 5 feet by hand, along 2 out of 4 sides of the pool because they dont want to damage the pool, and they have to dig through and replace cement steps and landscaping. It would have been far less expensive had **** told us the issue when they first started digging. It had to be obvious to them when they began digging that there were springs, but they did not address it, or even bring to our attention.
Business response
10/19/2022
Per Cody Pools contract it is homeowners reasonability to install proper drainage and since this was not correctly done the ground water has shifted the pool and caused a leak. Cody Pools is willing to do a one-time repair as a customer gesture, but the drainage must be fixed and if this happens again in the future the warranty on the structure will be voided due to ground movement. This is also stated in our contract.
Customer response
10/21/2022
Complaint: 18231603

I am rejecting this response because:
Cody pools should have instructed ** to complete a drain to address the water(drainage) before the pool was installed, since they were able to see this was going to be an issue from the very beginning. Now we have landscape and cement steps that have to be destroyed.
And the cost of the drain after the fact is very costly. Therefore, they should be responsible for some of the cost since they were negligent in the initial installation.

Regards,

*****************************
Business response
10/31/2022
Per Cody Pools contract it is homeowners reasonability to install proper drainage and since this was not correctly done the ground water has shifted the pool and caused a leak.
Cody Pools is willing to do a one-time repair as a customer gesture.
The drainage must be fixed by the homeowner as if this happens again in the future the warranty on the structure will be voided due to ground movement, which is also stated in our contract.
Initial Complaint
10/17/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Over the past 8 months or so I have called Cody Pools to express my concern that I might have a pool leak. I was losing a inch of water a day. Each time I was given the same response of losing to inch a day is completely normal. I can see that happening on hot summer days, but not when there is a high of 75 degrees or lower, which is why I kept periodically calling back, but they would not send someone out, because that is completely normal. With the drought we have had it became apparent I had a leak when I noticed how soft the ground was behind the back side of the pool compared to the rest of the yard. I scooped out some dirt with my hands and it slowly became a pool of standing water. I immediately took a video of this and emailed Cody Pools. Their response was only this: Thank you for your email. Unfortunately, the construction warranty has ended. You can reach out to any subcontractor you wish I have been stating I had a problem for months and they never once sent anyone out to check on it or even gave me tips on how to check for leaks myself, they just kept putting me off over and over until finally I am less than a month out of warranty.
Business response
10/19/2022
Customer is outside his two-year construction warranty. He has spoken to our management team, which explained he needed to get a leak detection if he feels his pool is leaking. He said has been complaining about this for ever, but we have no records that he has ever called us.
Initial Complaint
10/04/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I started my build on 9/03/2021 with ********************* who told me the build would take no more than 10 months *** it is now over a year and its still not finished all I keep hearing is that its coronavirus fault or the manufacturer company fault and now its the storms fault instead of finding a solution or apologize for the rude demands for me to change my ****** review because the sales person ********************* I was lying and was never told that. I need my pool finished and would like a call from the corporate office nor any one from ***** and I want this resolved ASAP
Business response
10/18/2022
Cody Pools cannot always control the equipment/material shortages but does everything we can to continue with progress without sacrificing quality. We apologize for the delays and wish it could have come to completion faster. Your pool was plastered 10/17/22 and is being acid washed today so that it can be filled with water. You will soon (if not already) be contacted by the warranty department for your pool school meeting to be scheduled.
Initial Complaint
09/20/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
First off, I cannot believe that I have to file a complaint to get items addressed from Cody Pools.I sent an email with pictures dated 5/11 to the Construction superintendent for some items that needed to get addressed after waiting for a month for him to actually walk the job and create his own list (which to my knowledge never happened). There is zero reason why a customer should have to send a construction company a list of items to get addressed. Maybe a walk through together to get things written down to address so everyone is on page, but not a customer doing the construction companys job.It is now well over 4 months since then and 2 items have been addressed. When I reached out again last week (9/12) about getting things wrapped up I was told that one item had been pawned off to warranty (which has been included in most of the email chain) and that the others had been taken care of, which is false. I then sent another email with pictures showing the un-completed items again and have yet to hear a response about them.Sadly I have sent 24 emails to construction superintendent, sales, and warranty combined to address the items and still havent heard anything. Some of the items were even sent in from the original start up technician and not addressed.It is fully apparent that if picking up a check isnt involved then they will not show up to check the job.
Customer response
09/26/2022
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.

Regards,

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

Cody Pools reached out and sent crews to address the items. There are a couple of items still outstanding but not large enough at this point to warrant the complaint to stay open. Can close and if it changes, will reach out again.
Initial Complaint
09/20/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Signed contract April 2021, construction started May 2021, final payment in March 2022.I provided a "punch list" in January 2022 and **** supervisor agreed to complete all the items before or immediately after final payment.Additional items have been discovered after the pool was "completed" in March 2022.All warranty department issues have been handled very well, but construction-related problems have to go through the construction supervisor who is usually non-responsive, and evasive and combative when he does respond.Remaining issues:1. gap in electrical conduit, noted in January 2022 punch list and agreed to fix at that time. The "fix" was to wrap the exposed wiring. ****'s technicians agreed it doesn't meet electrical code, and water infiltration was probably the cause of a pool light failure (replaced under warranty)2. holes drilled in slab need patching. Agreed to on the January 2022 punch list. Most holes were patched, but supervisor refuses to fix the ones that the subcontractor missed.3. ozonator install. Parts have been available for a couple of months, according to ***************** department. Supervisor hasn't responded to several requests for installation.4. upside-down valve. Notified **** in March that lever was hitting other equipment, **** warranty techs pointed out in May that the valve was upside down and would wear out prematurely. Supervisor hasn't responded to several requests.5. incomplete spa and waterfall leak repairs. The leaks were fixed in June, but the repairs were never repainted. One promised date has come and gone, and supervisor isn't responding.6. cracked coping. Sent photos 6 weeks ago, and was told somebody would take a look in a couple of weeks. Supervisor claims rains have delayed that two weeks to seven weeks.7. concrete gaps have opened up at stairs and deck seams. Sent photos 6 weeks ago, and was told somebody would be out in a week. No responses to subsequent requests for followup.
Business response
09/26/2022
*******************************, the Cody Pools construction manager, left a voicemail on 9/20 to request the homeowner send me current pictures of the cracked coping as the superintendent was under the impression that this had been resolved. He has not received any correspondence back from homeowner on this since leaving the voicemail. All additional concerns have been resolved,except Clear 03 will be installed on Tuesday.
Customer response
09/26/2022
Complaint: 18048535

I am rejecting this response because:
I have not received any voicemails or emails from ********* Two subcontractors visited the day after I filed my complaint.
There were 7 items on my complaint. One and a half have been addressed:
Item 4: the valve was fixed
Item 5: the paint was touched up on the back of the waterfall, but there is still a nail and water stains that the painter said he could not paint over.
Items 1, 2, 3, 6, and 7 have not been addressed.

Regards,

*************************
Business response
10/03/2022
We are actively working on each of the homeowners concern's. Below is where we are at on each...
1. Completed
2. Competed
3. Completed
4. Completed
5. Paint done where repair was. The water stains on the back of pool are from sprinklers (can send pics if needed)
6. Currently working on scheduling to get stones replaced
7. Mastic will be repaired once stones are replaced
Customer response
10/06/2022
Complaint: 18048535

I am rejecting this response because:
#1 and #2 are not done. They are exactly the same as they've been for months.
#5 water stains exist only where there was a leak, and start at the point where the leak occurred. This is not from sprinklers or the stains would be in all sprinkler locations and only at sprinkler height. Also, the nail hole hasn't been repaired
#6 A ***** is working on it now
#7 Understand that stone repair should be completed before starting on this item.

Regards,

*************************
Customer response
10/07/2022
Complaint: 18048535

I am rejecting this response because:
#1 and #2 are not done. They are exactly the same as they've been for months.
#5 water stains exist only where there was a leak, and start at the point where the leak occurred. This is not from sprinklers or the stains would be in all sprinkler locations and only at sprinkler height. Also, the nail hole hasn't been repaired
#6 A ***** is working on it now
#7 Understand that stone repair should be completed before starting on this item.

Regards,

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

Business response
10/12/2022
1. Diagnosing concern
2.Done
5.We are going to re-paint whole back of pool by 10-14-22
6.Done
7. We will redo mastic by 10-14-22
Customer response
10/25/2022
Complaint: 18048535

I am rejecting this response because:
#1: conduit is fixed, but the lights are no longer working
#7: still need to paint over the repairs around the stairs

Regards,

*************************
Business response
11/18/2022
Both last concerns have been taken care of as of today.
Customer response
11/24/2022
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.

Regards,

*************************
Initial Complaint
09/02/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Cody pools said they would come back and fix some flaws in our pool. This promise was made months ago and to this day still have not come out to fix.If they deny these statements I will find the text message and emails.Thank you Will *********
Business response
09/06/2022
The Sundek touch *** that were promised will be completed by September 10th.
Customer response
09/06/2022
Complaint: 17807324

I am rejecting this response because: The hot tub is leaking water into the pool. The mortar cracks also need to be fixed.

Regards,

*********************************
Business response
09/13/2022
Superintendent is meeting with client today to resolve these last concerns.
Customer response
09/16/2022
Complaint: 17807324

I am rejecting this response because:
items are still not fixed

Regards,

*********************************
Business response
09/19/2022
The superintendent was at the ********* residence on Friday, assessed the concerns and is going to have the professionals out on Wednesday to resolve. This is going to require ********************************* to let them onto the property and into the backyard to be able to do so in a respectful manner.
Customer response
09/22/2022
Complaint: 17807324

I am rejecting this response because:
Not that this company deserves any respect but I have not said or done anything disrespectful and for them to make a statement like this is disrespectful.

Regards,

*********************************
Customer response
09/26/2022
Not that this company deserves any respect but I have not said or done anything disrespectful and for them to make a statement like this is disrespectful.
Business response
09/26/2022
The concerns/flaws mentioned by the homeowner in the September 2nd complaint have been resolved.
Customer response
09/28/2022
Complaint: 17807324

I am rejecting this response because:
Spa still leaks into pool and JR said they would replace jets as they keep coming out.
Regards,

*********************************
Customer response
09/28/2022
Spa still leaks into pool and JR said they would replace jets as they keep coming out.
Business response
10/04/2022
Superintendent is scheduled to go on Friday mid day to ******************* with the *****. They are going to go over his spa spillway one more time and will have the Jets to replace by then as well.
Customer response
10/11/2022
Complaint: 17807324

I am rejecting this response because:
It still leaks. Maybe the company can verify that it is fixed instead of assuming?
Regards,

*********************************
Customer response
10/11/2022
Complaint: 17807324

I am rejecting this response because:
It still leaks. Maybe the company can verify that it is fixed instead of assuming?Regards,

*********************************
Business response
10/13/2022
The *************** went out last Friday. The spillway is not leaking while it's off.The water is rolling back on the spillway when it is on. Normal for a spa, can included a photo if needed. The Jets are scheduled to come in this week. As soon as they are in superintendent will take out to the customer
Customer response
10/13/2022
Complaint: 17807324

I am rejecting this response because:
The spa can be turned off all night and in the morning you will still see it dripping into pool.

Regards,

*********************************
Customer response
10/20/2022
Complaint: 17807324

I am rejecting this response because:

The spa can be turned off all night and in the morning you will still see it dripping into pool.
Regards,

*********************************
Business response
10/25/2022
Leak was assessed and diagnosed yesterday. Repairs will be made on Friday.
Customer response
10/28/2022
Complaint: 17807324

I am rejecting this response because:
Water still leaks out of spa into pool.

Regards,

*********************************
Customer response
11/09/2022
Complaint: 17807324

I am rejecting this response because:

Regards,

*********************************
Initial Complaint
06/21/2022
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Cody Pools did not cover the windows of the entire back side of our home during the cement spray of our pool installation the end of 2021. We have waited 6 months for the supervisor and above to honor their word in removing the cement spray on our windows. I have pictures to prove the overspray and an email that they would take care of it. A window crew came out in February, in the dark and frigid temps and attempted to clean half of the windows that had the cement spray. The problem still remains. I think we have been more than patient. I want a refund for the money I am spending to clean the windows .
Business response
06/21/2022
We have not received invoices from the ******* to be able to reimburse them for the funds they have used to solve the issue. If they can provide the invoices or amount due we will get them a the reimbursement immediately.
Customer response
06/27/2022
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.

Regards,

*************************
Initial Complaint
05/10/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Pool construction completed 4/2021 have had multiple cosmetic issues, grout colors not matching, cracking of cement material used between coping and cement not same color were told to submit through warranty even though I felt not a warranty issue more of work being done poorly. Submitted request and ***** denied as not covered didnt even come look at pool. then noticed grout inside of pool by tiles is missing or breaking off submitted warranty request via email response received request will be sent to ***** I never received a call from ***** other than an email denying request saying he had tried calling my husband numerous times which was not true I looked through call log so I contacted his manager ,***** informed he stated he would notify ***** which is the person going out to view , he showed up rang doorbell and since no one was home he left and declined warranty as not covered and unable to access back yard gate locked. I contacted ***** again and informed that he did not walk to gate as we have a camera and if he would have gate is unlocked we never lock, he stated he would send him out same day or next took him several days to show up he informed my husband he would send ***** to repair this was April 14th we had not heard anything and I texted and called his manager ***** numerous times with no response contacted him again Thursday 5/5 from my employers phone number which he answered right away, once he realized it was me all he said was oh ***** no longer works with us so we will get someone out there tomorrow which was Friday 5/6 couldnt hear him that well, either we had a bad connection or he was pretending I have recording of telephone call. Well no one showed up and he did not call or answer my phone call on Friday. I would not recommend Codys Pools unprofessional staff and rude.
Business response
05/12/2022
We have spoken to the client regarding the outstanding warranty issues on the completed pool that are in question. All concerns are currently scheduled to be taken care of and this has been conveyed to them.
Customer response
05/12/2022
Complaint: ********

I am rejecting this response because:was contacted this afternoon by owner stating it would be repaired and reassign to another project manager but I have not been contacted to set up a time

Regards,

G ********
Business response
05/17/2022
All the items on the original work order have been addressed and taken care of. The superintendent is meeting with the client on Thursday morning to go over any additional concerns they may have.
Customer response
05/17/2022
Complaint: ********

I am rejecting this response because: ****** Pools did send workers to my home without any notice only reason I was made aware my backyard camera alerted me, some work was Done that was not requested so decking now has areas not matching original color and the material used between coping and decking remains the same I do have a meeting with construction manager on Thursday to address my original concerns and issues as no one discussed prior to gentleman just showing up to my home

Regards,

G ********

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