ComplaintsforMy Pool & Patio

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Pool and Patio broke ground on a pool and hard scape project at my home on August 24th 2021. To date it is still not finished. We have spent $79,600 on this project. My pool and Patio estimated a 6 to 8 week project after the shell was delivered. Delivery happened on August 23, 2021. The pool was dug too low to the slope of the yard. An additional retaining wall had to be purchased to retain the yard and try and prevent the washing of the mud into the pool and onto the pool deck. To date the issue with the mud has not been rectified. The hardscape equipment wall was installed crooked and too tall, causing us to spend additional monies in making the rear retaining wall higher to maintain esthetics. The front retaining wall was installed incorrectly. Stairs are in the wrong place, throwing off the square footage of the available tanning deck area per the agreed upon designs. The new concrete pad is cracked and sinking in a corner, the contractor has offered to put in a drain but they have not shown up to do that (I do not want this now). They also offered to put in up to 20' of drainage from the new retaining wall we had to buy because of their mistake on the pool dig. That wasn't done either. Part of the pool pad needs to be replaced. The rear retaining wall was not properly installed, mud is seeping through the stones. The wall constantly looks muddy and requires daily maintenance. There are chips in the steps, gaps in the stones. None of these things are ever addressed even though they are pointed out. The contractor said they would clean up their mess, they have never done this, they have continually buried debris in our yard, left it scattered in our driveway for us to pick up and dispose of in a bagster. This contractor has received the majority of the money from the lender and does not care about finishing this project. They constantly put us off, lie, or just do not communicate with us at all. All the while installing for others.

  Business response

  04/29/2022

  We started the ******/******** Job on 8/30/2021 after a long awaited pool was delivered from San Juan. We are now in the finishing details. The pool is being cleaned and and of the issues brought up to us by ***** ****** and ***** ******** have been or are being taken care of and once the pool is completely clean and pool school is given this project will be done. We can not hand over the project to the homeowners until the pool is swim ready. There have been a few issues with material orders being on back order for very long periods of time and changes were made through out the project by the homeowner which caused this project to get pushed back further. Weather takes a huge part in project delays as well and we worked through the winter/holiday months to try to get our open projects completed by the swim season. We hired subcontractors to complete the retaining wall so the project could move along and unfortunately the subcontractor installed the wall incorrectly and it had to be redone. ***** and ***** live on a very steep hill and this project has been quite a challenge for us to say the least. Grading the yard was a challenge and due to safety reasons our staff would not do grading, so we had to subcontract that out as well. That subcontractor decided to disregard our directions and bury trash under the dirt. Our team went out to clean this up and the homeowners had cleaned some of it up as well. ***** and ***** have been very pleasant through out the project until recently when just like anyone else would be they are ready for the construction to stop and enjoy their investment. We here at My Pool & Patio would never want a homeowner to feel this way and will do everything we can to complete this project hopefully by the end of next week 5/6. We understand their frustration and are in the process of making things right with the homeowners so they can enjoy their beautiful back yard project.

  Customer response

  05/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes the pool was long awaited.  Yes the business is coming to work on a punch list we provided them at the advice of our attorney.  Material orders are not my concern.  Weather also was not a concern.  Per the contract attached by the business, they are to be on site unless the temperature is below 30 degrees, above 100 degrees or there is 50% chance or more of rain.  I have added a spread sheet with the historical weather since they started working on my project.  Again, weather was not a concern.  I do not live a very steep hill.  Yes I added to the project:  first was an additional level to the rear retaining wall because the equipment wall was built too high at the error of the business and the dimensions of the walls were off because of it.  We had to pay for that.  second was an additional wall to stop the existing yard from washing into the pool.  The business says that we had to do that or add to another wall, not that they put the pool in too low.  Either way, it was lower than the grade of my yard.  I had to pay for that.

   

  ***** and I have been very patient with My Pool and Patio through the nearly nine months it is taking to complete this project.  The countless weeks they never showed up and never communicated with us.  It wasn't until I sought legal council that they became responsive.  The pool in such bad condition that they have been out daily for nearly two weeks and it still isn't clean.  I think the business needs to be more honest about reasons behind the length of time it has taken and the additional cost that ***** and I have incurred because of this.
  
  Regards,

  
  ***** ******

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