ComplaintsforCody Pools Georgetown

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted with ************ 30 Jan 2021 to build a pool at ******************************************************** They 'promised' completion by June 2021 They began excavation April ************************** at that time $40,219.60 July 28, ********************** early stages of build I paid additional $30,164.70 Finally in January of 2022 progress toward completion appeared to be made I paid another $20,109.80 and then in February to get **** to complete their contracted job I paid $10,054.90. Thus I have paid them by check a total of $100,549.00. The pool is not yet complete and there is a major issue with the electronic control of systems (including pump) The supervisor assigned to my project has "reset" this issue 3 times within a month. This is not sufficient and is putting my investment at risk for algae and other damage I have advised **** that they must resolve the problem to complete the pool in adequate working condition. There is nothing in the lack of commitment and professionalism of the ************ that makes me feel confident that **** will uphold their end of the contract to provide a pool in safe operating condition

  

  Business response

  04/06/2022

  We have attempted to resolve the equipment issue on our own 3 times and this did not resolve the issue. We escalated it to the equipment manufacturer/vendor and they are scheduled to go out on April 13th and replace the drive that is causing the issue. We have conveyed this to the homeowner.

  Customer response

  04/13/2022

  Complaint: 16980080
  
  I am rejecting this response because:

  I remain dissatisfied with the project which is still incomplete.  My confidence that **** will satisfactorily complete the $100,549 project and be available for start up malfunctions has been undermined by the company's poor and inaccurate communication, disregard for customer, lack of adherence to their own schedule and on and on

  **** Warranty did escalate to American Spa and Pool perhaps in response to this complaint however their response highlights my ongoing concerns -as they state they did 'repair' the board problem 3 times as stated only to have it fail within a couple of weeks.  This is the major pump operating for this project and has only been in place since late February.

  The construction details that remain incomplete are correct placement of umbrella sleeve, correct rail, final walk through with customer for correction of all cosmetic details and the final inspections by **************  

  I spend an inordinate amount of time pursuing these projects and answers about their completion.  I also fear the electronic board may fail again along with other aspects of the pool  

  I request a refund from **** of my last payment to them ( $10,569) that can be put in escrow until the pool project is successfully completed with pool operating as committed by ****
  
  Regards,
  
  *************************

  

  Business response

  04/19/2022

  All pump items have been resolved. ***** will be out today to install another umbrella sleeve. The second walk through is scheduled for tomorrow. Waiting on the plumbing final so I can get ours done. Electrical final passed and superintendent let her know that see can landscape. 

  Customer response

  04/24/2022

  Complaint: 16980080
  
  I am rejecting this response because:

  My complaint remains relevant until the project is satisfactorily completed including all inspections, correct rail, consistent operation
  
  Regards,
  
  *************************

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Complaint Type: Problems with Product/Service 7 months, ~70% paid, unfinished, no completion date, nonstop issues while building the pool, no response to the current issues. On 04/16/2021 signed contract with Cody ***** The excavation started on 08/18/2021. Cody **** told me the project would take ***** weeks to finish. Now its been 28 weeks theres a big incomplete hole in the backyard, and still have unresolved drainage backflow issues. They leave a big hole without any explanation. They do not response to my concerns and requests for an explanation from their side. Cody **** is terrible on quality control, communication, and project management. They dont show up often and they dont respond very well. Numerous issues were discovered by us on our own. The current major issue is the drain backflow. I discovered that one of the drains on the deck had backflow issues when a heavy rain occurred in Oct. 2021. Originally, three gutters were connected to the drain system. Cody **** took one gutter out of the drain system to reduce the water flow - therefore reduce the chance of the backflow. Cody **** told me that was an experiment. Numerous coping/tile issues took place from October to the end of the year which also indicates Cody ****'s incompetency. I waited ~ 3 months till another heavy rain happened around New Year. I found out that the drain still has backflow. Cody **** offered another experiment to fix the issue. Yet they don't know whether it would fix it or not. They cannot explain the logic behind the offered solution even I asked them multiple times. They dont show up. They dont answer my concerns. They just told me no guarantee but to wait for weather to test it out. On 2/22/2022, Cody **** responded to my email: email has been received and we are reviewing what can be done. Then they went to silence once again. My feeling is that Cody **** is stalling to make me to accept the result. They need to provide an effective solution for the drainage.

  

  Business response

  03/07/2022

  Met with homeowner and we have an agreement to break out some concrete and move a y fitting in the deck drain. I gave **** the go ahead to move forward this morning. We gave the homeowner 2 choices and this is what they chose. 

  Customer response

  03/11/2022

  Complaint: ********
  
  I am rejecting this response because: Cody **** did offer a solution. Yet the matter has not been resolved at this time. In addition, I'm waiting for Cody **** to confirm a deck pour issue that is unclear at the moment.
  
  Regards,
  
  Iris ****

  

  Business response

  03/21/2022

  As of 3/19 this section of deck has been broken out, the y for the gutter was moved down about 5 in the same section away from drain head that was overflowing. The section has been poured back and Sundek has competed the topping of new section. 

  Customer response

  03/21/2022

  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,
  
  Iris ****

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 5, 2021 I entered contract with Cody Pools and ************************* for $67,000.00. Payments were outlined as follow. Payment 1; 40 percent at excavation in the amount of $26,800.00, Payment 2; 30 percent at Gunite in the amount of $20,100.00, Payment 3; 20 percent at Deck Pour in the amount$13,400.00, and Payment 4; 10 percent at Pre-Interior Finish in the amount of $6,700.00. On October 18, ************************* the form of a cashier's check was presented to the *********** located at ***********************************, received by ****** On October 25, 2021 @ 4:55 PM I received the following text from ***** Good afternoon, looks like shipping company lost your check. Can you cancel it and get me a new one? You can deduct any cancellation fee your bank may charge too from this check. Also, the gunite payment is due". I went to my credit union stated the issue and was told a stop payment cannot be issued on a cashier's check as they are deemed to be same as cash. I was then instructed by the banker to complete a declaration of loss for remittance of funds which I did and was made aware, in the event upon re issuing another cashier's check in the same amount if the original check was presented for payment, they will have to honor it and I would be held responsible for the negative amount in my account. This cashiers check has neve been found and any official written documentation provided, outlining Cody Pools responsibility. They are now asking for a total of $47,980.00 which includes the $26,800.00 which is still payable until Jan 18, 2022. They have refused the last two payments and stated no more work would be done. They have managed to penalize us for their mistake and basically bullying us to pay the total as outlined or be left with an unfinished pool. ***** told us quote "We don't need you to keep our business running we build **** pools a year in *******". Not once did we state we will not pay.

  

  Business response

  12/21/2021

  Will check with ***** on the lost check. 

  Customer response

  12/22/2021

  Complaint: ********
  
  
  I am rejecting this response because: This check was lost on October 20, 2021. The courier service was LSO not FedEx.
  
  
  Regards,
  
  
  ************************************
  

  

  Business response

  01/11/2022

  Attached is a letter from LSO with our claim number for the lost check. **** will move forward finish *************************** pool.

  Customer response

  01/17/2022

  Complaint: 16351560
  
  I am rejecting this response because the attached document fails to state whether the cashier's check has been located with another 2-3 week process in finding out what has happened. I greatly accept the moving forward of the work, but having a cashier's check in the amount of ****** which is considered same as cash and can still be presented for payment is of great concern to me. In my complaint I attached the declaration of loss which explained the process if and when the check is presented prior to 90 days and after 90 days which is still a liability on my account. 
  
  Regards,
  
  ************************************

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Aug 8th, 2021 Cody Pools told me that the pool was "completed" and that it could be filled. Now, almost 5 months later, the spills have not been fixed. **** either needs to fix the installed spills, or rip it out and reinstall it.In addition, according to the drawing approved by the *** upon initial design review, there needs to be an equipment screen in place before the *** can approve it. **** is now challenging the drawing that they created and submitted. We would like this to be completed too. I attach an image with the drawing in question.

  

  Business response

  12/06/2021

  From our construction manager

   

  I met with the homeowner and he was going to get with his HOA to find out what the minimum type of materials that can be used for the equipment screen. He agreed that we could split the cost to have it installed.I have not heard back from the homeowner. We are also working on getting the spillways to sheer. Im waiting to hear back from ********************* to get a status on that.

  Customer response

  02/04/2022

  Complaint: ********
  
  I am rejecting this response because:  Cody Pools submitted a plan to build my with the HOA a year ago. The plans that they submitted to the HOA included a screening wall to hide the equipment from the street. They completed the pool in August 2021. We had a range of issues with the pool that they were able to fix and made the last fix in December - 4 months after completing the pool. Even though they have a copy of the plans that were submitted, it was explicitly brought to their attention in October last year that the screen wall needed to be completed. They ignored this request and stated that it is not their responsibility through December - even though it is clearly in their submitted plan. I even offered to pay for half to see if that would reduce their tardiness in responding. I have now waited long enough. I want the wall to be built by the end of next week. If it is not built by the end of next week (Friday, February 11), I will work with the HOA President, who lives across the street from me, to take the $2,500 HOA deposit from Cody Pools and build the wall myself. On a side note, I explicitly want to call out ****** ****** and ***** **********. They have been awful to work with. Always making excuses, responding to whatever emails they want to, and only coming out to fix things after repeated messages and reminders. My wife and I know a lot of people who are planning pools in the Austin area and we have told all of them not to use Cody Pools. Of all the large projects we have done on our house, this has by far been the most frustrating and disappointing one.
  
  Regards,
  
  ******* ******

  

  Business response

  02/09/2022

  We have been in touch with the customer to get the issues resolved. 

   

  Thanks

  Customer response

  02/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It is true that the matter was addressed after the two Better Business Bureau complaints. I'm not sure why it had to get to this point, but Cody Pools came out to measure the wall a few hours after my second complaint and built the wall the following day. This is all I asked for in both complaints and I'm glad that the matter has been resolved. Thank you for your help in making it happen!
  
  Regards,
  
  ******* ******

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had just moved in to our new home, about a month and half when cody pools began work on our pool. They asked if they could go through the back yard, meaning, take down my fence so they can work better, with the intention to fix the fence once they completed the pool. They put the fence back uo, however, there are broken boards and missing boards. I have asked nicely several times about fixing it, given that they said they would. We have not heard from them and only get the run around. I have left messages to the owner and have gotten no response. I would like my fence repaired. The house behind us is complete and the neighbor would also like to see the fence repaired. I believe this to be fair since they said they would. I also have pictures from before and after.

  

  Business response

  11/29/2021

  Should have the fence repaired by December 4th.

   

  Thanks,

  Customer response

  12/04/2021

  Complaint: ********
  
  
  I am rejecting this response because:they have not co.e by to fix the fence. As much as they tell me tomorrow, Tomorrow never comes. They have procrastinated for months
  
  
  Regards,
  
  
  *************************
  

  

  Business response

  12/07/2021

  all work is complete

  Customer response

  12/14/2021

  Complaint: ********
  
  They have not completed the project. The fence on the side is still broken. They don't see as it is buried with dirt, however, if they look 9ver the fence to the neighbor, they will see the broken boards
  I am rejecting this response because:
  
  
  Regards,
  
  
  *************************
  

  

  Business response

  12/28/2021

  Please review the attachment from *********************

  Customer response

  12/29/2021

  Complaint: 16158315
  
  I am rejecting this response because:
  Their cheap.contractors threw the rocks against the fence. JR was informed that a deck.wpukd be built and they needed to fix the fence. It was never.repaired
  Regards,
  
  *************************

• Initial Complaint

  10/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired Cody Pools to build a pool for us in May 2020 and pool was not completed until March of 2021. On approximately Feb 17th 2020 we met with *****************************, Sales Manager, *********************** and *********************** to discuss obtaining costs for the pool equipment from the sales spreadsheet used to calculate the cost. I am not asking them to provide a copy of their spreadsheet only the line item cost calculated by the spreadsheet which I was willing to copy myself from the sheet. I told ***** I wanted the costs or the amount of tax I was charged for all pool equipment. After numerous e-mails asking when I would get the tax amount or the cost, on September 1, 2021 ***** acknowledged he could not get the tax amount and stated he would not provide the cost I was charged even though those costs are contained on their sales spreadsheet used to calculate costs. I have sent numerous e-mails since his September e-mail and he has not responded. As a consumer I should be able to ask what I am being charged for this equipment, regardless of why I want these costs.

  

  Business response

  11/06/2021

  We do not charge sales tax on building a pool

  Customer response

  11/08/2021

  Complaint: 16062180
  
  I am rejecting this response because: as I stated in my original complaint I am entitled to know what I was charged for the equipment, regardless of whether I was charged sales tax or not.  Cody Pools has these amounts on the spreadsheet the salesman used to calculate the total cost of the pool.  If need be I am willing to sit with the salesman and copy those costs down on my own sheet of paper.

  I am not asking Cody Pools to provide me a copy of the spreadsheet only the total cost calculated by the spreadsheet to determine the equipment cost.  I don't understand why they are hesitating to provide the individual equipment costs.

  An acceptable solution is for Cody **** to provide the cost of what they charged for each individual pool equipment, regardless of why I want that cost.

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

• Initial Complaint

  09/03/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract to have a pool built on 6/22/2020. They considered our pool complete on 3/21/2021. They were paid in full ($60,760) with our final payment being processed on 3/9/21. On line 49 of our contract, it states that 1 VB/Umbrella sleeve is included. Cody Pools failed to make a hole in our pool for the umbrella to go in and never even gave us an umbrella. I have reached out to them at warranty@codypools three times. On 3/23/21, 5/12/21, and 6/22/21. My first two emails were ignored. My third was responded to by a service manager named ***********************. It said the following, "We do apologize for the delay, I have looped *** into this email." ***************** was our construction manager through the process and should have noticed the lack of an umbrella hole before our pool was completed. I have received no further communication from anyone at Cody pools.

  

  Business response

  09/27/2021

  Does the customer want us to install the umbrella sleeve or give a credit for the sleeve?

  Customer response

  09/29/2021

  Complaint: 15831708
  
  
  I am rejecting this response because: as I stated in my initial complaint to Cody Pools, we wanted financial compensation. They sent us a check for $50. That would cover the cost of the time and construction it would take to add the hole for the umbrella let alone an outside pool umbrella even on its own.
  
  
  Regards,
  
  
  *****************************
  

  

  Business response

  09/29/2021

  Per our contract we only sold a umbrella sleeve not the umbrella 

• Initial Complaint

  08/27/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract with Challenger Pools Aka Cody Pools in July 2020 for around ****** dollars. We were told that the project would only take 12 to 14 weeks to finish once the hole was dug for the pool. The hole was dug March 17, 2021. No weather delays it didnt rain during the initial time frame until June 2nd. I would see the pool contractors maybe one day every 2 weeks. Once they didn't show up for a month. The project manager would come to look at our pool and only stay 3 to 5 minutes. He would spend more time in his car than on the job, this is all on our home security cameras. It has now been 23 weeks the pool is still not complete. We know the completion of the pool well be even longer since the Deck, Plaster, and **** has not started. We tried to reach out to the Project manager ****, but we keep receiving his rude arrogant attitude, while ourpool remains the same.

  

  Business response

  09/20/2021

  **** **** is working with the ******* to have the pool completed. Cody Pools is waiting on pavers to be manufactured and delivered to the site. Pavers are expected the week of November 4th. Once the pavers are confirmed on site, construction will proceed and a completion time line will be given to the *******. 

  Customer response

  10/08/2021

  Complaint: ********
  
  I am rejecting this response because:  Thank you for reaching out to my husband and me today. As stated in our conversation Cody pools and I have not come to any resolution.  The company has not been in contact with us and continues to lie.  A prime example they stated they are waiting on material to arrive before they can begin working again on the pool. However, we have the material they said they need at the side of our house.  In fact, the material has been there for two months.  In fact, our HOA called yesterday and asked what was going on with the 6 pallets at the side of our house.  Cody pools have not been in contact with us in fact, my husband has tried to reach out to them, however, we received no response.  Another special event has passed since this entire process our grandson's birthday party that was supposed to be a pool party had to be canceled.  We once again tried to come up with another solution.
  
  The fact that Cody pools continue to give timelines and deadlines that are neverending is terrible.  This entire process began in July of 2020, we are quickly approaching 2022, and still no pool.  Materials should've been purchased when they knew about our pool construction or when they got 58K of our money.  I really would like this nightmare to end and we get a pool.  If Cody would remove the lien from our property, finish the pool correctly at no additional cost, and actually honor their word and contract may be a resolution that could actually assist.  But for now, all they do is lie and have terrible business practices.  I don't understand how this company is still in business, this is truly ridiculous. 
  

  
  

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

  

  Business response

  10/26/2021

  Pavers are now on site. Pavers will be installed by 10-29-2021. Construction Manager ***** ****** has reach out to the homeowner and will be working directly with them directly to ensure proper communication.  

  Customer response

  10/27/2021

  Complaint:********
  I am rejecting this response because:
  The business and I have not agreed on anything. They make many claims of things they will do and still have not done anything.Also I have not heard from them in awhile and they claim I am their top priority. ***** called me last night and said he would be handling things. But the 1st thing I get when I wake up is a text from **** asking for payment. According to ***** corporate cares about their customers and they are sorry. If that is truly is the case then they should remove the lien from my house and waive any further payments. But that is not the cade at all they are a greedy company that takes veterans hard earned money and leave a project for months incomplete.
  This company is a bully a liar and terrible they should not be in business anymore.
  Regards
  
  **** ******
  

• Initial Complaint

  08/24/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had to cancel our contract with **** because after almost a year, our pool was not finished. Now we have a new company but cant proceed as Cody pools is holding our parts hostage.

  

  Business response

  09/04/2021

  not aware of what parts we are holding?

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool was completed July 2020, about March 2021 cement deck began crumbling. Many calls and emails were made to report the problem. It was determined that it was structural damage and covered under warranty. By May a supervisor came with a deck restoration worker and we selected the finish. However they never came back to do the job. Were are now in August, the supervisor quit and no one will return our calls. Waiting on ***** and his supervisor.

  

  Business response

  08/30/2021

  My understanding from our construction team that all repairs are completed 

*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. ↩