ComplaintsforRondo Pools and Spas Inc

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool was finished in December of 2021. It immediately leaked in several locations. After a month of calls we were told the leak had been fixed. Well, it was not and now it has caused extensive damage to our decking. We are also wasting water on a daily basis, which is adding costs to our water ****.We have called Rondo for 5 weeks I have ************** of calls and emails. No response just told a work order was requested.Our pentair system is not working the Wi-Fi and box losses time and has to be reset daily. The schedules wont run. Our pool service is now charging me more money because the chemicals are out of balance due to the lack of proper filtering. The filter when on high speed overflows and floods into the decking so there is an issue with the plumbing as well. I have emailed and called regarding this but again I can not get a response. This is an on going issue with Rondo, the system is under warranty yet I cant even get a tech out here.

  

  Business response

  08/17/2022

  I have reached and spoke with *************** today.   We discussed the challenges at length and are coordinating an onsite meeting next week to review and address the challenges.

  I will follow with our final resolution details following our meeting.

  Thank you for your assistance.

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

  President

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/25/2022, Rondo Pool's Masons left the jobsite leaving some of the job incomplete, missing pavers and the pool's waterfall wall with errors not up to standards and because of this, the inspection has been delayed. On 02/04/2022, I informed Rondo Pools that their work is incomplete and they need to come back to fix everything they did wrong. 02/04/2022, Rondo Pools responded that they will have the corrections made and the work completed. On 03/11/2022, Rondo's Masons came and did only the pavers but wrong. I spoke with Rondo Pools about the issues with the pavers; they didn't follow the same pattern, the pavers were elevated and some were broken and Rondo agreed that they needed to come back to fix it. Still waterfall wall is still open and not fixed. I gave the oportunity to Rondo Pools to cure the issues and they seems unable to do so.My project is stall basically since 01/25/2022. I had several conversation by phone and text with ****(supervisor) and he keeps telling me the Masons will come but they don't show up. I have sent email on 02/16/2022, 03/11/2022, 03/14/2022, 03/20/2022 and 04/06/2022. None of those emails had a response from Rondo Pools. On 04/18/2022, Masons came to fix the pavers. They tried to fix only 25% of the square footage that they were suppose to fix. I offered Rondo that my guys could do the job right and better but to be discounted from Rondo's balance and supervisor threatened me with taking the warranty away. I was supposed to have inspection in February but because of this problem, the project is stalled and unable to move forward for inspection. At this point, Rondo Pools have shown they are incapable of fixing the issues. I want these issues corrected ASAP following the agreement we had and I want my pool done ASAP.

  

  Business response

  04/22/2022

  I have reached out personally to ***** and discussed her concerns.   I completely respect why ***** has lost trust in Rondo and our trade partners, but I'm confident that we'll be able to rectify these concerns and finish the project on a positive note.   We have already made arrangements to resolve the issues presented and will continue to work with the homeowner to ensure overall satisfaction.  Thank you.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with Rondo Feb 2021 we were told the pool would be finished by August 2021. This was not remotely close. It was finished in December. The ******* on our project, was horrible (He no longer works there as well as many of the people who made promises that were not kept). When plumbing was put in a leak was identified. The ******* had the plumber fix it. I asked him if he pressure checked it to confirm it had been fixed. His response was he trusted the plumber and it will work. I was here everyday and never saw him check the system.We filled the pool and found it leaking from at least 2 places. This was identified and brought to Rondos attention the week of December 18th. We explained, per earlier conversations, we had a contractor coming in to finish our back yard on January 6th 2022. We were told it would get resolved prior and to go ahead and have the contractor start. They have sent 2 Rondo employees out the leak is still going and all the system has been shut off by them, so my chemicals are wrong, the chlorine can't be dispensed and we were forced to hire a pool cleaning company.We have emailed, called and requested this be fixed. We are being penalized for water use by the city of ********* Rondo does not care enough to return emails or phone calls. They give excuses.We are tired of the Covid excuse, our pool cleaning company can fix these leaks at our expense. They have plumbers. I find it hard to believe Rondo can't get a plumber to fix their issue. This is their warranty, if this is how it is going to be honored you will be getting many more complaints.I have a long list of complaints about the workmanship, and issues with this pool, however my main concern is getting this leak fixed. Rondo forces you to pay in full, then warranty work gets pushed aside. This was all identified, but the ******* told us "i don't get paid enough to deal with this," when we brought up issues.

  

  Business response

  01/10/2022

  It is always unfortunate when we are unable to respond to and resolve customer concerns prior to them feeling it necessary to take the significant action the action to file a formal complaint.    We had already taken some steps to resolve the challenge at hand, but our findings required the need to bring in another trade.    I have spoken to ********************* personally today and explained our next steps.   We are utilizing every option at our disposal in effort to have this issue resolved in the coming days.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2020, we met with our designer and indicated we wanted a pool and landscaping through the same company. The expectation was Rondo would work with all subcontractors and provide quality control. Our expectation was our super would inspect the quality of work for each trade. He was busy and we were left to advise Rondo if we noticed any issues. This required countless hours communicating with Rondo and their subcontractors. We notified Rondo that the excavation crew damaged our gate which took 4 months to repair. The plumbers removed our hose faucet and installed an inferior product. We asked where the electric would be run, because we were advised to move rock on the south side of our yard only. No response was received and the electricians trenched through the North yard and dog run ruining our rock and creating a hazard for our dogs. The electricians weren't able to place our panel per spec because the plans were wrong. This later caused our salt cell cord to be installed across our walkway creating a tripping hazard. The decking crew overflowed the wash out tub, washed out in our neighbors yard and on our plumbing. They broke the concrete and rock around our waterfall. Our super advised they would not repair this.Instead of obtaining the auto-lever we paid for the technician went to our local hardware store and bought a part for a toilet. It began leaking once the pool was filled and had to be repaired. We still dont have the correct part. It took 3 tries to pass our final inspection. During orientation we found out our actuator was never installed. It took several weeks to install after various issues such as concrete on the plumbing. The actuator leaked and had to be fixed. The repair corrupted our yard grade, which was never corrected. Our salt cell leaked twice. ************************* indicated we would receive a $25 check for water reimbursement. We haven't received this check. The interior finish has cracks, divots and rough spots, waiting on repair.

  

  Business response

  01/31/2022

  Rondo Pools has communicated directly with the buyer since this complaint was initial filed to coordinate necessary repairs.   It is unfortunate that our industry is so challenged that the build process is causing many more frustrations than we would all like.  While the customer has listed many of those challenges and frustrations, most were resolved during the build process.   The only outstanding repair that needed to be completed was addressing the interior finish concerns noted.  On January 17th, Rondo Pools along with ************ finish trade partner met with the customer to discuss her dissatisfaction with the finish.   The pool was subsequently drained and polished to address the interior finish inconsistencies and concerns.   The pool is now back up and running and concerns have been addressed.   As committed initially, Rondo will mail out a water reimbursement check for $25.   Thank you for your time.

  Customer response

  01/31/2022

  In order to close this complaint we will require the correct auto leveler installed as well as the yard grade to be returned to what it was prior to the actuator repairs. The damage done to the yard grade has caused our heater to sink. We have spoken to the business on 3 separate occasions and were told last week it would be 7 to 10 additional days before someone might come out because the warranty representative forgot to write it down. Since this complaint was sent we are also experiencing issues with our waterfall degrading at a rapid pace. The waterfall company seemed surprised that we have a salt water pool and noticed other rocks flaking, even though they don't touch the water.  Instead of offering to replace the degrading rock, he offered to patch it with concrete. A patch is unacceptable as we did not pay for a broken rock.   Additionally, Rondo must address the 10% discount that has been requested or reimburse us for the time we have spent following up on service and repair as his company not only fell short on expectations, but they fell short on their quality control, scheduling and communication responsibilities. 

  

  Business response

  02/01/2022

  Rondo Pools will address the new concerns as well as future warranty items throughout the project's warranty period.   With regard to the 10% discount requested, I have discussed this with the buyer previously and made our position very clear.   Timeframes for building are currently running 2x to 3x longer than our industry is accustomed to due to the labor and material shortages.   While we respect that these extended timeframes along with additional challenges cause our buyers frustrations, our contract is clear that a build timeline cannot be guaranteed and timeframes that we estimate *** change drastically due to conditions beyond our control.   No discounts or concession can be offered for delays or completion dates beyond initial estimates.

  Customer response

  02/23/2022

  We appreciate that Rondo Pools and Spas is complying with their warranty obligations; however, we are still not receiving the level of communication that is acceptable. It has been over a month since our waterfall was inspected and there is zero follow up. To clarify, the 10% discount is not because the build time took longer than expected. We hired Rondo Pools to subcontract and ensure our pool was built correctly. The 10% discount is because our super didn't do any quality control, examples are in the original complaint such as not noticing we didn't have an actuator. We had to communicate with contractors far more than is normal and we had to follow up over and over and over again with Rondo employees when tasks were forgotten. We had to do the job that we paid Rondo for far more often than is acceptable. 

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