Complaints

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• Initial Complaint

  Date:10/29/2024

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per our discussion today, attached is the warranty from the contract with J Procter Custom Swimming Pools.  
  
  Regards, 
  **** *******
  at the pool and spa shell structure and piping/plumbing and drains carry a lifetime warranty and will be repaired free of cost to the homeowner. I paid all contract invoices on time and in full. The contractor has allowed this *** leak to fester for three years and has not prioritized this warranty issue in his work schedule nor hired another specialized company to locate the leak. .

  Business Response

  Date: 11/11/2024

  To Whom It May Concern:

  I built a pool and spa for ***********************. Regarding his allegation that I neglected his phone calls is untrue. In addition, I've been out to his house numerous times as he has stated. I've tested the plumbing and found it was holding pressure, which indicates there is no leak. He had another company test the plumbing to confirm that it wasn't leaking. They, too, confirmed in fact there was no leak. I also tested the structure and there was no leak. I've changed several valves. At one point, he even told me it was not leaking. One month later, he called me to state that it was actually leaking. In my belief, it comes down to user error:  the automation system at some point is draining water back into the pool due to improper programming. I've done my best to address his concerns and even gone above and beyond by unnecessarily replacing parts that were fully functioning to appease him. Thank you, **** Procter, Presiden, J. Procter******

  Customer Answer

  Date: 11/14/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22406240
  
  I am rejecting this response because:
  

  Even though the contractor states he has replaced functioning valves to appease me, the spa still does not hold water but looses 1" of water/day, so his varied attempts to resolve the issue have all failed.  And I have had this issue for three years with lackluster attempts by the contractor to resolve it.  It is obviously not a priority as most of my text messages go unanswered.  

  
  On Sept 4, 2024, the contractor stated that he was waiting on his service technician to provide a date when he could visit my residence and he would let me know.  It has been over two months and his service technician has not visited my residence and there has been no communication from the contractor about a service appointment.  In fact, many times the contractor will state one of his technicians will visit my residence, but several times they fail to show up and no notice is given that they will not meet as scheduled.  My experience is this contractor has the worst post-sale customer service and communication of any company I have ever dealt with.   

  
  I forwarded a short video of the raised spa bond beam stone wall showing water leaking from the structure in September 2024.   I also sent a photo that a stone on that raised wall was constantly wet, indicating a possible structure leak or pipe leak behind the structure.   Now that the system has been winterized and turned off, the stone is dry.  The contractor is now stating that the pool automation 'user error' may be causing the issue.  I have reviewed the automation settings several times with Pentair, the pool automation manufacturer, and they confirmed that the schedule was correct and not causing a spa leak.  And the automation system was initially set up by a pool service company that the contractor hired for customer orientation, *************************  The contractor has never reviewed my automation settings in over three years nor mentioned that it could be the issue.  The last time I spoke to the contractor he admitted that he did not know what was causing the spa leak.

  
  The contractor appears to be in violation of the written and signed contractual warranty since the *** does not hold water and the contractor has not resolved it in three years.    

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