ComplaintsforGeremia Pools

• Initial Complaint

  09/10/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  . signed contract for in ground pool 12/12/2023 . total amount to be paid $61,058.18 only paid them $59,018.16 in July 2024 because of errors committed of not delivering what was on contract ie: Stamp finish on concrete was not stamped . contract stated pool project start date 2/28/24 and completed 4/28/24, project didn't start until early April and completed 7/2/24, two months late . pool company ignoring my emails and calls last 2 weeks , items still not installed and in contract are 1. separate electrical circuit 240volt for future hot tub 2. baby barrier gate door ,fence installed but no Gate door. 3 refund for Mosaic turtles installed are small size 11" should measure 16" I paid for Medium size 4. a pool slide that was promised to me by General Manager for late schedule finish , not stamping concrete, not running separate electrical circuit I have emails and text messages 5. one side of home drainage not connected to French drain on concrete, I 'm paying a landscaper to fix issue for proper draining on pump side of home when it should have been done by pool company before dropping concrete near pumps, I have pictures and proved water exits on side by neighbor fence and not down to 4"pipe existing home drain, pool company promised me all was done correctly!. This company is dodging me , I just want what I paid for and a refund for what they cant deliver , they got their money 2 months ago its not fair , I have to be constantly calling them and emailing them but the last 2 weeks I feel like they just forgot about me .

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There are a lot of black marks from the plaster not installed properly. They are trying to make me pay for their mistake and sent me a quote for ****** dollars to fix. On top of that I am having trouble with my pool equipment to working properly and they wont send a person to come look. Its gotten to the point that they dont answer my calls or return voicemails/text messages or emails.

  

  Business response

  05/28/2024

  We are working with ************ to resolve his issues.  We have already replaced warranty items on his equipment and are working diligently to resolve the other items he has filed a complaint for.  We will continue to be in contact with ************ in regards to resolution for ALL complaints.

   

  Thank you

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did work on the swimming pool for an apartment building I own at *********************************************************************. It was for about $49,000, which I paid.It is a commercial pool and for the handrail over the steps in, I told them not to remove it, They did remove it, and replaced it with a handle that is attached to the bottom step. That prevents my Pool Sweep from cleaning the pool! I spoke with them for about a month to replace it with the normal, everyday, perfectly acceptable grab rail that is not attached to the bottom step, they refused! So, I bought a new acceptable stainless steel handle and will pay my handyman to install it. I just ordered the handrail from Amazon, $175.11. The handyman will install it next week, about $150

  

  Business response

  09/07/2023

  Good day,

  Our professional and licensed sales person in charge of this job explained all of the circumstances to ************ prior to beginning the work and with a vast knowledge of laws, regulations and rules in which we *must abide by* to do the job correctly and to follow the laws.

  The following was an email response to this customer (who also left a negative yelp review as well as emailed in) prior to allowing us to respond and explain yet again the reasons for our actions and why the customer signed the contract including and explaining all of this work. 
  
  *****Our office forwarded to me your 'customer comment' regarding the pool hand rail.
  
  The reason we changed the handrail is because the one that was there No longer met current code because we had to increase the size of the step treads to bring them up to current code.  In doing so, the old handrail would no longer work.  I would have never sold you a new handrail if it had not been necessary.  The health department specifically made a note on the permit that the handrail would be checked.
  
  If you change it to a droop style, it probably will also not meet code - most do not.  Please see the attached diagram and page from the CA Health and Safety Code Handbook.  The height of the hand rail at the pool edge, at each step edge and at the bottom step MUST be between 28" and 36"high to meet code.
  
  If you change the handrail, please make sure it meets these specifications.  I will notify the health department that you are changing the handrail again so they know it is not part of the work we did if there is an issue in the future.*****
  
  The customer decided to change the handrail on their own after and we have notified the health department of this illegal change that was made.

  Customer response

  09/07/2023

  I am rejecting this response because: The handrail that they installed was attached to the bottom step, thus making my Pool Sweep, the cleaning tool to the pool bottom and sides, impossible to operate. I tried it, on the first few minutes of cleaning, it swept around that guardrail where it is attached to to bottom of the pool! The pressure hose wrapped around it!

  I cannot even imagine how they would install anything that prevents cleaning! But they did. I replaced it.

   

   

   

   

   

  
  

  

  Business response

  09/08/2023

  ************,

  We installed the rail per contract and according to local laws and national pool codes. 
  What you have installed after our work was completed, is not up to code. 

   

  Customer response

  09/11/2023

  I am rejecting this response because:

  Yes the one I installed, after removing your totally incompetent one, is up to code. Geremia should be closed down for 'lack of ability and knowledge.' 

  Also, after calling and writing Geremia about a dozen times about another matter, and Geremia never even responding, no calls back other than from ****** who said a ******* would call me, I fixed another problem myself.

  How Geremia stays in business is beyond me. Worthless thieves.

  
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Geremia Pools installed a pool in our backyard and the project has yet to be complete. We received an email in November 2022 indicating that they intended to come back and fix all outstanding punch list items and we have not heard from them again. There are a number of outstanding items that we were informed would be fixed due to error by their employees that have not been fixed. They disappeared once inspection was final despite telling us repeatedly that they would finish the work. Their team members were rude and insulting to our family to a point where they scared our special needs children and we had to ask that certain employees would not come back to our home due to our children's fear of them. There was construction waste left all over our backyard that we had to clean up to protect our family after months of them refusing to come and clean up the left over rebar and garbage that their team left. We have black spray paint on the side of our house due to their employee spray painting a pipe without properly protecting our house from overspray. We have stains on our new concrete deck that we were told would be cleaned off, the trim for the tile was poorly done and we were told the gaps in the trim would be repaired. Since they are not coming back, we are open to reimbursement in the amount it will take us to hire other professionals to complete the job for them.

  

  Business response

  07/13/2023

  Good morning,

  We have contacted the customer to let them know their concerns are valid and we wish to resolve them swiftly.  We have scheduled one of our top employees to be dispatched on Friday to help begin the resolution to this matter.  The customer was receptive and willing to allow us to make it right for them.

  We want to resolve any and all issues and concerns with our past, current and future clients.
  Please let me know if we can be of further assistance.

  Sincerely,

  **** Del ******

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original **** Geremia pool. Remodel started 2/18/22 "completed" 5/26/22. Over the summer, there were a number of small issues which followed similar warranty service patterns. Problem reports are not acknowledged but eventually someone randomly "looks at it". This scheduling unknown is frustrating.During remodel, Geremia was to pressure test for them to choose to reuse existing Geremia piping.A month of "curing", 6/26/2022, I reported a section of the new concrete by the new spa jets had cracked by the new skimmer box. This happens when the soil under shifted due to moisture. The only source of moisture is the pool. I also told Landscaping at the time the newly resurfaced spa had some discoloration, sunken step tiles, and he suggested another acid wash would be necessary. This was not done.Over time, I have reported pool leaking over email with pictures to main office or directly to Service at least once a month after that. Using the "bucket test", the bucket has always contained more water ranging from 1/4" to 1.5" a day.Engineer visited 11/9/22. I showed the concrete deck crack, the spa discoloration, sunken step tiles, new spa jets not working, and he also mentioned need for a new acid wash, and also told him about the bucket test and obvious leak.A week later Service came by again to dig by the auto valves and found nothing and said this is a landscaping job.One contact on 1/23/23 and a follow up 2/6/23 both asking again when landscaping is to come by to fix the leak. 2/14/23 a guy came to leak detect and found a leak behind the spa by the new skimmer box at the concrete deck crack. He marked with two Xs.I would like to resolve all leaks and complete the resurfacing I have repeatedly asked for since July 2022. Last ping was 3/21/23. I am frustrated at the radio silence and no plan of action. If they will not honor their pressure testing and remodel work, I would like a partial refund so someone else can finish the project at cost.

  

  Business response

  06/22/2023

  Good morning!
  
  Thank you for your time on the phone this morning and in discussing how this change in ownership has been challenging. However, we are working to improve this.
  
  I just wanted to touch base with you regarding the Quan complaint with the BBB.
  We are going to contact the Quans attorney today and cut a check to pay for their expenses in resolving their issues.
  Happy customers are what we want and we are willing and wanting to go to great lengths to make this happen.
  
  Furthermore, Geremia Pools would like to renew our 1 year contract with the BBB.
  
  Please let me know what is needed on my end to make this happen.
  
  Thank you!!

  Customer response

  06/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern.  I will accept the reimbursement for the third party leak repair I had to commisison on my own.

  In light of announced Geremia ownership change, I would like some guarantees that the other remaining warranties will be honored.  For example as I had mentioned in the original complaint, PebbleTech warranty that deals with the structural integrity and visual issues in the spa (sunken tiles, discoloration in application).

  As PebbleTech has noted to me, only the installer is capable of honoring any PebbleTech warranties.

  
  

  Customer response

  09/13/2023

  I am rejecting this response because:

  Please reopen cid ******** per the message in the duplicate complaint:
  
  In regards to closed BBB complaint 6/22/23, Geremia indicated agreeing to reimburse me of $4441.76. I have not received any correspondence of this agreement these 11 weeks. The last attempt at communication regarding this issue was 8/24/23.
  

  
  

  
  

  

  Business response

  10/02/2023

  ************,

  We will be issuing you a check for the reimbursement of your fees this Friday for leak detection and repair.

  Thank you for your business and we wish you All the best!

  - Geremia Pools!

  Customer response

  10/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  I have received the reimbursement check at the value discussed.  I consider this issue completed.

  
  

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