ComplaintsforAmerican Construction Group LLC

• Initial Complaint

  11/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We met with the Pres/owner of American Construction Group (ACG) multiple times during 2021-2022. A contract to build a pool, architectural concrete around the pool, steps and walk to the pool and retaining wall was signed in May 2022. In May 2022 the owner promised construction would start in 2022. The majority of work would be completed in 2022 and the remaining work would be completed in the Spring 2023. He promised a May 2023 “swim date.” A reasonable amount or work was completed, mostly during Fall 2022. Due to the “front load” nature of the contract payment schedule we had what appeared to be 50% of work completed, excavation, plumbing, equipment pad, and concrete pool structure, but paid over 75% of the total contract amount. And crews did not arrive in 2023 until August. The only work completed in 2023 to date has been construction debris cleanup and more final grading. In October we were told the company had no funding to pay for block to build the retaining wall even though we had already paid for 50% or the wall contract price. I agreed to pay the supplier direct for Allen Block. ACG delivered the block and completed the wall over a 3 week period in October. On October 25 I was told work would continue in 10 days to 2 weeks. On November 14, ACG office staff explained the crews were busy this week and will probably be busy next week doing “priority work.” Office staff admitted today that new pool contracts are considered by ACG to be priority work. At this time, we have no plan or commitment from ACG to continue or complete work on the pool. We have not seen or spoken to the pres/owner since October 2022. He is not available by phone and refuses to meet. Office staff rarely answers the phone or returns calls.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Back in August 2021, **** Fosters from American Pools agreed to complete a project within 60 days. He originally asked for 10k upfront but then said 15k. At 53 days nothing was started and/or ordered. He told me that the hot tub I wanted would take at least 12 months to receive but could be up to 24 months. I told him I didn’t not want to move forward with the project. He forged my name on the paperwork for cancellation that indicated 30 percent would be non refundable. **** then said I would only receive 8500 of the 15k in return. I did not agree. It this now 18 months later and he still has not paid back my 15,000 dollars. Please help. I am a widowed single mom and worked hard to treat my boys and myself. This could pay for my boys college but instead a fraudulent man is holding my money.

  Business response

  01/09/2023

  American Construction Group has been and still is ready and willing to perform Ms. ******* project. We have provided significant design & blueprint work and there are fees associated to this as acknowledged and signed in Ms. ******* contract.  We have provided the necessary documents and offered to refund her all but the design fees that she has incurred.  Ms. ***** has the option to move forward with her project and/or receive a partial refund as has been previously conveyed to her. We are ready and willing to fulfill either scenerio.  

  Customer response

  01/09/2023

   I am rejecting this response because:
  
  The blueprints were from the previous owner. I did not even want an in ground hot tub and that is what the blueprint have drawn. . There was not any work performed and the last time the company came over at the 55 day mark they did not even take measurements yet for the patio to date and admitted it. I have been willing to give a some money from meetings which is horrible that I have to succumb to this in order to get my money in return. They continue to negotiate lower and the last discussion was that they wanted 60 days to pay. Money was taken upfront without anything done and a hot tub was still not ordered after 55 days into the project promised to be done in 60 days. I asked for receipts for any materials ordered and nothing was provided. The company is trying to keep half of my money for a few discussions on the project. They forged my name on the cancellation papers. Even if I did sign them it states 30 percent of project fee would be refunded. 30 percent 15k is not 7500 dollars. I continue to stress over this amount of money that was taken from me. I still think about the original deposit asked was 10k and then right prior to signing the check **** raised it to 15k since he said the hot tub I was looking to get would cost more. Then I am told at 55 days that it would take 12 potentially 24 months for the hot tub to come in. This needs corrected and I would not want someone who has continuously lied and basically trying to steal my money to work on my house on a project. I am requesting for my money to refunded or we will continue to push with the assistance of our attorney. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We met with ********************* in our home on the reccomendation of another local contractor who had worked on a different local project together. Shortly after we signed a contract with ACG to begin digging July 2019 with a guarantee of a hot tub by Thanksgiving of 2019 and swimming pool by Memorial Day 2020. To date we still do not have either of those functioning. No one shows up for months then brings a small crew for a few days then gone again. Usually after requesting money and being paid and the typical guarantee that we are a priority based on the fact our start date was 2019. No one shows up and we have paid for things that are not on our property meanwhile housing their broken down trailer and other random equipment and a portapot in our back yard for over 3 years now. Exposed gas lines, unfinished electrical, unfinished rock structure and slide, already broken heater igniter in our hot tub and no heater at all on the pool. They had to hire an outside company to come in to do a leak protect on both structures as well. Have had to refill at our expense numerous times all to determine there was in fact a leak. Auto cover on pool not completely installed and the hot tub auto cover hasnt even been ordered. Always blames it on everyone else that they dont have our supplies. We still have a lot of work to go and no resolution or sense of urgency from pool builder. Absolutely the worst business Ive ever had dealing with!

  Business response

  09/12/2022

  Hello,

   

  We have filed a warranty claim on the spa heater and made the repair.  We have also installed the pool heater over this past weekend.  Both the pool and spa are fully operational.  We have been in contact with *************** and have a plan for completion of the project.  We will continue to work daily to get this project wrapped up.

  Customer response

  09/12/2022

   I am rejecting this response because:
  
  This project has been ongoing since 2019 and we still do not have one single thing finished. Just because water is in the pool and hot tub does not mean they are completed. We still have no working cover for either of them and we have no plan to finish up the fire bowls and grading of the yard. Our fence is still not here and the work that is complete was done by us using outside contractors or family who we paid out of pocket on top of the money paid to the pool company. Id like this to remain open until final resolution. With winter coming we need to make sure what is done is not vulnerable to cold weather and as it currently sits I cannot say that is the case. 

  Business response

  09/20/2022

  American Construction Group understands the delays and frustrations that the Flicks are experiencing.  We are doing everything we can to complete the project in whole before the weather gets cold.  We are on site actively working.  

• Initial Complaint

  07/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In January 2021, I signed a contract with American Construction. The owner met me at my home with a contract, I advised **** (the owner) that I had met with another company that would guarantee me a pool open date of Sept 2021. Also, I intended to have my son's birthday party (July 2021) in our new backyard. **** promised that the pool would be open by July 4, 2021. He also described that he had warehouses full of equipment to build my pool, plenty of crews on staff, and that he even tented and heated in bad weather to ensure completion. I decided to contract with American for these reasons. The owner showed up at my work the following day, and followed me to the bank to get a deposit. After getting him a check, he asked if I would go back into the bank to get certified funds to avoid a hold on his finances. I did so.Problems I have experienced since:-Pool dug in the wrong place -Walls cave in -No communication for weeks at a time, no one on property working for months at a time.-They have damaged each of my next doors neighbor's property, and haven't fixed those for 18 months.-They have damaged the city sidewalk and haven't fixed it.-They will make a mistake, then charge me above my contract price to fix it. (When I object, the office manager calls and says that work will not continue until I pay their amount)-They began some work without having the appropriate permits from the city.-My own city has threatened action against me, as the original permits have expired.-and more.The owner met with me on June 6, 2022 and told me I am the #1 priority to finish based on when I signed my contract, and that I would be done within 3 weeks. I am still nowhere near complete. The office manager lies about sending people to my home to finish.My experience thus far has been the opposite of the contract that the owner sold to me. I have a shell of a pool with no water in it, no cement surrounding the pool, exposed gas lines, no fence around my property.

  Business response

  09/12/2022

  [BBB transcription via email from the business]

  We have made great progress on the Press pool project.  We have poured the pool deck & plastered the pool and spa.  Currently the pool & spa are fully functioning, and we are finishing up electrical work.  There are a few items left to button up and we will continue to make progress on the project with the hopes to be completed within the next 30 days.

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second complaint we've filed against American Pools & Fountains (ACG), and is related to work they've done since the last complaint was filed. They "finished" our in ground spa roughly a month ago (which was a year past the promised delivery date), and there are multiple issues with it that they have refused to address: 1) The spa has leaked over 100 gallons of water a day since it was filled (the spa only holds ~1700 gallons, so this is a significant amount. We have no idea where the leak is and are worried it could cause issues with either the foundation of our house or the concrete pool deck. 2) One of the pumps is plumbed backwards (i.e. water is sucked in through the jets and expelled via the drain). This has rendered those jets unusable. 3) The spa heater was not correctly connected to the automation system they sold us. The first issue is the most critical, as it may result in significant property damage. We've made them aware of this on multiple occasions, but they haven't taken any steps to address this or even responded to us for almost three weeks now. We've had to hire our own plumbing, masonry, and landscaping contractors to complete work ACG failed to do. We cannot find anyone to handle this issue because they don't want to be responsible for things ACG may have done wrong on the spa install. We need the BBB's help to get them to address this issue. Thank you.

  Business response

  09/12/2022

  The complaint provided by the OMalleys is not accurate.  ACG did everything we could to complete the project at their home. **** would complete a task and the OMalleys would not acknowledge the work as completed in an effort not to pay the bill the bill they were presented. Our company had to stop work due to nonpayment from the homeowner. Several requests for payment were made to both the OMalleys and their attorney.  At this time We are meeting with the OMalleys and both councils to see if both parties can agree on a resolve to close out the job.

  Customer response

  09/12/2022

   I am rejecting this response because: This is simply not accurate.  While the business provided us with an invoice in March, it contained several inaccuracies and also included billing for work that had not yet been completed.  When we pointed this out to the business and asked for them to correct the invoice, they never responded.  Never once did they indicate that they stopped work due to lack of payment - they simply stopped showing up and ceased responding to emails.   We would be happy to provide the BBB with copies of all communications between ourselves and the business as proof this is an accurate account of the situation.

  As it stands, we've had to hire several subcontractors to finish the unfinished work and correct substandard workmanship on completed items at significant cost.  Many of these subcontractors were familiar with ACG and mentioned they have worked with several homeowners in the same position we are in (ACG simply stopping work for months at a time with no communication).  ************ needs to be held to account for the way it has/is treating its customers.
  

  
  

  Business response

  09/12/2022

  As the ********** are writing their rejection, ACG is physically on site trying to create a resolve and closure to this project.  Our company is doing everything we can to come up with a mutual and fair resolve. 

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told by the owner that our pool would be complete by July 2022. We signed a contract last August 2021 . We understood that the work would not be started until around November, the concrete was installed December 16 th. Their equipment was taken off the property later that month for another job. We had attempted several emails/ phones calls, and later a meeting with their rep around March 22nd this yr. When we were told it would be a "couple more weeks till they would start back" After several attempts after that time frame elapsed, we finally got an email stating they would not start before August 8 and would finish October 7 th, 2022. (Weather Depending) , we responded that that was not acceptable, the owner later replied on May 24 th, that they lost 45 production days since January. And they would contact us with an updated schedule last week. No call or email since then. Their person that has come out earlier this year said that they were delayed because of snow on the ground all over all winter, delaying them. This clearly means that mean that they "Over Book" which should not be our problem. We've paid a large amount of money up to this date. And we are looking at a Total loss of swim season.

  Business response

  09/12/2022

  We have made great progress on the Press pool project.  We have poured the pool deck & plastered the pool and spa.  Currently the pool & spa are fully functioning, and we are finishing up electrical work.  There are a few items left to button up and we will continue to make progress on the project with the hopes to be completed within the next 30 days.

  Customer response

  09/12/2022

   I am rejecting this response because:
  This is not our pool project.  Our pool has not been touched since the concrete was installed early January . We've emailed the company twice in the past two weeks as to any status updates and have gotten no responses. This company sent a letter stating that they have 40 projects on this plate, but will not tell us and future completion date. We want to get our contract cancelled with any money refunded, so we can find a company that will actually finish our project. 
  
  

  Business response

  09/13/2022

  As a company we are working tirelessly to get caught up on all projects.  The industry is still experiencing major shortages in supplies as well as extremely long lead times on special orders.  We are also experiencing significant staffing shortages as it is incredibly hard to find skilled help and or general laborers for that matter right now. Topped with entire crews and office staff contracting covid as well as a terrible Spring weather wise has not made for good conditions. We are doing everything in our power to get projects completed in an order in which they were sold. We will resume work on the ***** project within the next 21 days.  The plan will be to plaster and fill pool in the spring.  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract with American Pools in April 2021. We were promised completion by September 2021 for our daughters wedding. We were then promised Memorial Day 2022. These dates were falselypromised by the owner *********************. The contract was for a gunite pool with spa, two patios, gas/wood fireplace. Retaining walls, gas grilling area, fencing, refurbished second story deck and landscaping. They did shoot the pool last fall. They also partially completed the deck with a railing system different/ inferior to what we purchased. After they shot the pool we made a large payment. After the payment we didnt see them again until this spring. To date we have paid over one hundred thousand dollars. We have been through five project managers. None of whom could tell us anything. They are never available by the office phone. They all have full mailboxes so you cant even leave a message on cell phones . That includes the owner *********************. If we send an email and anyone responds we get a general reply stating the standard excuses. Usually the email is forwarded around without response. We have received promise after promise all of which have been unkept. We have had a couple of workers sporadically. We never know when or if they will show up. They installed a wall then they took down the wall. We have no idea why. It has been a couple of weeks now since they have been here. We have a concrete pool shell full of garbage and debris and our yard is in shambles. It is a mess of unfinished projects, debris, and hazards. We have asked for a schedule or plan, nothing. No one answers our calls including our project manager. Our HOA is not happy and threatening fines. We are beyond frustrated. We are retired ( my husband from the military) and this is a huge amount of money for us to spend. We are at the end of our rope and dont know what to do next. My husband has developed a heart condition which I believe is due to the stress.

  Business response

  06/16/2022

  Myself & staff have been working extremely hard to get as many families swimming as possible.  Our crews and office staff are carrying a huge burden as many external factors have left us extremely behind.  I can say with confidence that the number of hours and workload being performed by crews are at a maximum. I cannot push any faster, as safety, quality of life, & quality of of the finished project will be marginalized and that will not be accepted.  We communicate with ********************** on a daily basis.  Crews are on site at ************************** home most days. 

  Our policy is to manage all projects based on the order in which they were sold.  That is not always possible as permitting, inspections, customer approval, or sign-off delays, or supply chain issues may prevent such ideological approach.  Nonetheless, we strive to get everyone complete in the order in which they contracted. 

  We communicate with ********************** daily and are on site most days.  ********************** has unstable fill in his backyard in which we have made suggestions to cure.  The options have been refused by **********************.  We will now require ********************** to obtain a sign off by a structural engineer. 

  Customer response

  06/23/2022

   I am rejecting this response because:
  Neither *************** nor his staff have been in daily contact.  We received the below referenced email and text.  No one will call us.   No one has been here to work most days.   A workforce of two to three workers sporadically is not sufficient to complete this large project. The largest crew we have had working on our project is three.  Our project manager has not been on site and has not returned calls or text messages.  What workers we had spent a lot of man hours building and then taking down a wall.  We believe due to no on site supervision.  We have sent numerous emails and text messages requesting a call.  We have received none.  We did receive a very disturbing email from the owner ********************* telling us that all work on our project would stop until we withdrew our BBB complaint.  Shortly after that email we received a text message from ***** stating work was stopping due to unstable soil.  We had declined an additional $30,000.00 dollars of work for pilings for our second patio.  This is in another area and has nothing to do with work that could have been completed on the pool.    No one came out to explain the pilings.  They just sent an invoice/ change order.  We did contact an engineer at an additional $3,000  out of pocket who told us we did not need the pilings.  He told us that there was a much more cost effective way to build the patio/ fireplace.  He stated that our soil was not unstable.  We are waiting for his official report and plans.  We have been unable to share this with American Pools because no one will call us.  *************** texted that he was going to call one evening but he did not.  If we had been told it would take two years to finish our pool we would not have gone forward.  No one will give us a new plan or timetable.  We have been told by another pool construction company that they could finish our pool and patios in one months time.  They are working in the same environment as ***************.  We have been told by ***** that they have all the materials for our pool.  In spite of that the owner repeatedly references supply shortages.  
  

  we respectfully request mediation assistance through the BBB.

  We would respectfully request the assistance of the BBB with mediation.  

  
  

  Customer response

  06/23/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ******/ *****************************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a formal contract with American Pools/Fountains in March 2021 to complete a swimming pool. I was told that they would begin the overall process around June/July of 2021. This was the first lie as the actual process did not begin until November 2021. Not only did they not start until November but they showed up completely unannounced with no formal walkthrough of where the pool was going to be placed. Luckily, I am able to work from home and I just so happen to see that they were here, but who knows what would have been started if I wasn't home. Now come March 2022, and we still have just a shell of a pool with mounds of dirt and debris throughout our yard. This pool has now filled completely with water twice due to broken sump pumps and has caused a complete mess in our neighbor's backyard. I was forced to fix the sump myself the first time because no one showed up the day they said they would. The lies have continued to pile up as we were first "under" promised work to resume in the final week of April, but no one showed up. We called and we were now told the second week of May and yet again no one showed up. I am now sitting here and it is almost June and I have absolutely no idea when the work will actually resume because anything I am told is just not true. The lack of communication and constant lies is completely unprofessional. I completely understand delays due to Covid and labor shortages and I have been extremely patient and understanding throughout everything. I honestly did not want to resort to this, but due to the lack of progress and no honest communication thus far, I am asking the BBB for assistance. I have attached pictures for reference.

  Business response

  06/17/2022

  We are working extremely hard to get as many families swimming as possible.  The past two years have been trying to say the least.  Unfortunately, the pool industry was severely affected by the Covid-9 pandemic in many ways.  Labor forces were reduced significantly as many of our workers are seasonal and could not return due to government regulations. Demand for pool construction workers far exceeded, and still exceeds qualified pool installer supply. Supply chain shortages have been devastating, supplies have been greatly restricted.

   

  We have been in touch with Mr. ****** regularly the past 2 weeks and have resumed work on their project.  We are scheduled to pour concrete on Tuesday.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired them to install a pool last spring and they told us they would start in May of 21. No work was done until August. This is our 3rd complaint. When we called at the beginning of this year we were told they would start work in March and we would be swimming by Memorial Day. Still no work has been started and emails are responded with they will start in the middle of May. They have still not removed the dirt or pieces of equipment/ lumber from last year. They did pour the cement in the fall but it looks like it will rip the liner when they install it. Ive asked for an updated invoice multiple times on the phone, in person and in email and one has not been sent. A lot of money has been spent up front with no results and a lot of headaches.

  Business response

  06/17/2022

  We are significantly behind schedule and working around the clock to get caught up.  All dirt has been hauled off the property and we await a shipment of vinyl liner auto cover tracks that have been on a long term back order from our supplier cover pool to continue with this project.  We anticipate to have these within the next 4 weeks and will complete the project with the utmost workmanship.

*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. ↩