ComplaintsforMerLux Pools LLC

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We agreed to have a pool installed, it was to be completed by March 15 2022 . After 4 project managers and daily calls from me to get the scope of daily work and ask questions. I felt like I personally was the project manager . The pool was finally completed four months late . The pool leaks about 25 gallons of water a day . I was telling the contractor that the rebar was rusting because it was exposed for about two months , now rust spots are appearing throughout the pool . I need to have the pool drained, patched the rusted rebar cut out and re plastered . We have not even had the pool for a year . The owner **** is dishonest and is a liar and a coward. He wont own up to any of the issues and always blames someone else . He stopped taking my calls in July . My calls go to a voicemail that never gets answered. I need to recoup the cost off the repairs. **** has pictures of the rust spots . They started two weeks after the pool was filled along with the leak .

• Initial Complaint

  11/30/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I went under contract for my pool on 5/7/2022. Merlux was communicating and then stopped. Our gunite was poured on 10/10. We were told our tile would be installed 11/9, no one showed up. I have called, no one answers. We call, no one calls us back. We email, no one emails us back. We recv'd an email from the gunite company threating to *** us/lien for them not getting paid. Their FB page is removed. They blocked Instagram. No one is calling us back. The online portal used to communicate, when I send a message, a response says it is no longer an active site. I paid $34,395.00 via wire transfer to cover gunite/coping/and tile on 10/5. Their website is no longer active. We need help. I want my money refunded in the amount of ********* and a call from the company. If they are no longer in business, tell me so I can get a resolution and move on.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Contracted them to build a pool in our home. Started in Dec 2021, pool is still unfinished and have yet to get the inspection completed with the city even after the pool has been paid in full. Broken pavers, holes in grass collecting water when it rains. Nothing has been completed even though they promised to come out and finish the job in Oct 2022. Will not answer calls or emails. Would like my money back to get the pool finished or for them to finish the job. Very unprofessional business.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We entered into an agreement in May of 2022. Like many reviews and complaints about Merlux, in the beginning they started out great, very responsive and accommodating. However, once they finally began work on our pool the communication stopped and the excuses started. They kept collecting our money, despite no work being done on our pool. I communicated to them that I am concerned they are doing something nefarious and that they will file for bankruptcy. They reassured me multiple times that will not happen and promised to finish the pool. It turns out that they are filing for bankruptcy, all communication has stopped, they have not paid any of their sub-contractors and have left many many customers with unfinished work despite having already paid for it. Personally, they have taken $20,000 for services that were never provided. They are also selling all of their office furniture online. I have uploaded a few communications and evidence but am happy to provide more detail. *******************, ************************ (AKA ************************************), ****** ******, ************************* all need to be investigated as they took on projects to collect funds knowing they would not complete them.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We executed our contract with MerLux Pools, LLC on 11/18/21 for $120,228. The company dug for our pool on 1/18/22. They have been contacted informally and formally about breaches of contract but have failed to respond with any plan to finish the project. We had high expectations of MerLux based on the luxury experience.We had a conversation with MerLux in early spring about the pool being done in *** and were told early *** would be a stretch but completed project by Memorial Day would be no problem. It is November 1 and the project remains unfinished. We had a conversation with ***** on 5/1822 and were assured the project was getting high priority to be finished ASAP.Throughout the entire project, the company has used excuses of "labor shortages," "supply chain issues," "large project with outdoor kitchen," etc. and we tolerated those for a while. At this point, there is absolutely no excuse the project is still outstanding. Our kitchen equipment has been sitting in boxes for weeks. Our pool equipment has been installed with the rest of it sitting in boxes for weeks. They have told us for months they can't get in touch with their electrician. We completed our punch walk on 10/12/22 and have received no punch list to sign 3 weeks later. We were told the items would be addressed immediately, as soon as that weekend, yet no vendor has arrived to do anything nor has a plan been provided 3 weeks later.Section 5 of the contract quotes the ***** stating the average swimming pool project takes **** weeks from excavation to equipment start-up. Even if you add 4 weeks to build the kitchen, which is far longer than it should and did take, we are over 2 times the 16 week *** they quote.After 9 months, we are still waiting on the company to provide countertops to the outdoor kitchen, connect electrical pool equipment, connect gas lines, install outdoor kitchen equipment, remove trash, replace damaged coping, put skybar into the ground, finish constructing the firepit, etc.

  Business response

  11/03/2022

  To whom it may concern:
  
  MerLux Pools & Exteriors is in receipt of the attached complaint.  We have been aware of the dissatisfaction of these clients for quite some time, so rather than over-elaborate or appear argumentative, I will just state a few facts and acknowledgements
  
  Our contract with the client states and references the International Swimming Pool & Spa Code timeline of **** weeks for a typical pool build, which this is certainly not.  This is a custom swimming pool, oversize spa, outdoor dining pavilion, oversize outdoor kitchen, fire pit, elaborate concrete scope, landscaping, drip irrigation system, etc.  Attached is the original contract, construction plans with renderings, and a before photo of the backyard.  We own our part of the timeline, in that we should have never had such a generic timeline referenced.  This project, with its elaborate scope is absolutely a **** month renovation.That was not clearly and transparently discussed with the clients on the front end by those most familiar and engaged, and operationally weve made significant changes, including the removal of all timeline references from the contract.  But the fact remains that there is no specified completion date, and we are in no way in breach of contract on this project.
  The clients see any explanation as excuses.It is counterproductive to participate in this back and forth narrative any longer.  Weve clearly explained our position, transparently laid out external factors relating to their project, and continue to be accused of being dishonest.  Not liking the information doesnt immediately make it dishonest or inaccurate. 
  The additional time we spend explaining the narrative, responding to every inquiry, managing the disparaging content on social media, and now responding to this complaint is additional time we are not spending in their backyard to complete the project. 
  We would like to take this opportunity to mention that the same FORMER employees that the clients have engaged with on social media with about our company and their project are the SAME employees that have had a role in their project not being complete yet.These are key factors in why those parties are now FORMER employees of MerLux Pools. 
  
  The desired settlement is for us to finish the job.  We are.  Clearly not in a speed or manner that the clients approve of, but we are.  We have not abandoned the project, ignored them, or given any indication that we dont plan on completing their project.  Should you have any additional questions or require additional information, please reach out. 
  
  Thank you. 
  
  ********************************** & ******************* Partners; MerLux Pools & Exteriors

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Contract executed Jan 22, 2022 Amount Paid: ****** dollars Each phase of the project has been challenging. On the 4th project manager since we started as they fired all 3 before.The issue now is that my pool equipment was given to another customer, and it is back ordered 4-6 months. Upper management is non responsive, but I have text message exchange with a new employee that told me they didnt label the equipment correctly. The owner of the company has threatened me via their *********** app - he stated that me venting doesnt motivate them to complete my project. This after a subcontractor left my home with incomplete work while I was abroad. Another subcontractor had to come weeks later to rip out the work and start over. I dont have financial leverage as I have paid all but 7k of my balance, and I am getting no answers as to when I will now get my equipment. I was just told there are 8 other projects ahead of me - but 2 weeks ago they told me that the pool would be completed in 3 weeks and have in writing dates for install. I have attached their last communication which they are not honoring either.

  Business response

  08/01/2022

  Fully executed agreement is attached for reference. Our build clock starts at dig.

  Per clients request, we did fire the THREE previous project managers.

  Clients equipment was NOT given to anyone else.  Not how this works, it is not of fact and the client is making an assumption. ALL SWIMMING POOL EQUIPMENT IS ORDERED WITHIN SEVEN DAYS OF CONTRACT EXECUTION. WE ARE STILL SEEING EQUIPMENT DELAYS DUE INCONSISTENCIES WITH THE SUPPLY CHAIN. AND EQUIPMENT IS ALWAYS SET AFTER CONCRETE DECKING DURE.  Per the clients attached and most recent communication, he was told he would get his equipment within FOUR WEEKS, if not sooner. That is still our planned deliverable.

  ******* is upper management has been extremely engaged with the client and his own admission supports this. No one from Merlux told the client that we dont label equipment correctly- please provide **** of this. All equipment is order with a PO and project number.

  Per the attached *********** message from the client, **** didn't threaten nor say what the client is claiming. Quite opposite honestly. 

  We have no record or job log references to any work being done and then ripped out/redone.  The client has made some on the spot changes regarding layout and those have been accommodated.

  All financials are per the contract, which the client has signed and initialed- moreover agreed to. Final payment is due at plaster. There is no communication or commitment from us that the pool would completed in 3 weeks from the time the client claims.  In fact, 2 weeks ago, the client sent our office cookies and note staying he appreciated us and would "be a better client".  We have honored our contract and will continue to do so.  As the client knows, one of our main goals is to get the project done in a reasonable amount of time. Since the project is  on-going and nearing completion, we demand that the client only communicates with our company via *********** as outlined in the executed design-build agreement.

   

  Customer response

  08/02/2022

  Complaint: 17652246
  
  I am rejecting this response because:

  
  

  In reference to the following statements from the contractor (the statements from the contractor are numbered and client response follows)

  
  

  1. Clients equipment was NOT given to anyone else.  Not how this works, it is not of fact and the client is making an assumption. 

  2. No one from Merlux told the client that we dont label equipment correctly- please provide **** of this. All equipment is order with a PO and project number.

  
  

  From Client:

  Please see attached text message exchange with ******* (operations manager) from Friday 7/29:

  - ******************************* stated it Was possible that equipment was given to someone else because it was not being labeled at first.

  - Confirmed that someone that was fired f**k up

  
  

  3. **** didn't threaten nor say what the client is claiming. Quite opposite honestly. 

  
  

  From Client:

  *******************;is the ***** of MerLux. In his own words (see attached screenshots)

  Statements about how awful we are, how much worse this is all going to get, and references to all the people you know so you can drag us through the mud is not going what motivates us to continue to advocate among the team and vendor partners for your project completion

  A verbal lashing and vent session is not beneficial to anyone here

  
  

  The client felt threatened as to them these are very strong words coming from the owner *******************. Whomever responded to this complaint stating that these words were not threatening are their opinion and should value that the client felt that these words were in their words frightening and disturbing.

  7/14  Client sent cookies to hoping to diffuse the situation. 

  From Client: ***** and *************** not think these are threats, but to the client these made them extremely nervous that the work on their project was in jeopardy.

  
  

  4: We have no record or job log references to any work being done and then ripped out/redone.  The client has made some the spot changes regarding layout and those have been accommodated.

  
  

  From Client:

  6/28 - First deck crew subcontractor ***** completed work (see attached photo of framework without rebar or sand or correct height) 

  6/27 - Inspection passed for decking without PM 

  6/29-7/6 - project site remained idle. 

  7/7 - New subcontractor for decking  **** came to project site prior to the date stating that all the work was incorrect and had to cancel concrete pour 

  7/8 - **** crew came to pull out all the decking done by previous subcontractor (see attached photo with corrected decking8

  7/10 - MerLux requested new inspection 

  7/16 - Deck Poured (cement)

  
  

  5. There is no communication or commitment from us that the pool would completed in 3 weeks from the time the client claims.

  
  

  From Client:

  The date for completion have moved multiple times. Client admits many times these have been verbal from the previous PMs. 

  Client is unable to attach more documents/photos to this record.

  
  

  The last attachment are dates set by the operations manager ******************************* with dates to install equipment. 

  
  

  6. WE ARE STILL SEEING EQUIPMENT DELAYS DUE INCONSISTENCIES WITH THE SUPPLY CHAIN. AND EQUIPment  ALWAYS SET AFTER CONCRETE DECKING DURE.  Per the clients attached and most recent communication, he was told he would get his equipment within FOUR WEEKS, if not sooner. That is still our planned deliverable.

  
  

  From client: 

  -The client was only made aware that a component of the pool equipment suite was missing last week. 

  - The client asked multiple times what happened to the equipment. 

  -Yesterday was the first time the client was told that it was due to supply chain issues.

  - The client has no record of any communication from MerLux that the equipment would arrive in four weeks. The client is asking for proof of this communication as the last update from *********************** on 8/1 stated via ***********: its hard to give an exact date but they are taking awhile after the client asked if it was going to be weeks or months.

  
  

  
  

  
  

  
  

  
  

  
  

  Business response

  08/02/2022

  Please reference the executed contract that was previously attached. If there are specific questions regarding the remaining phase of the project- please provide those. Clients response is confusing and combative. 

   

   

  Customer response

  08/03/2022

  Complaint: 17652246
  
  I am rejecting this response because:

  I want to work towards a solution that is transparent and fair: 

  1. Provide documentation about the equipment order as stated in first response that will arrive 4 weeks or sooner. Please provide this update on *********** and keep me updated weekly each Monday as to the progress as stated in the operations update dated 7/11 and also on 8/1. 

  2. Once there is a solid date for equipment to be received, I am requesting *********** to be updated with solid dates for installation and final grade and cleanup and when the pool will be ready to swim.

  3.  Plaster and cleanup - ******* stated last week that she was moving forward on this while we wait on equipment. I want this scheduled and communicated via *********** as well to prevent any further delays once the equipment is missing. I want this scheduled as soon as possible.

  4.  Sprinkler reroute and connection - I want this to be included at no cost due to delays that were not communicated to me previously. ******* has a contact that is reasonable.

  5.. Sod - ************************* had committed to providing a pallet of sod for the back area. I am requesting that to be in writing.
  

  When all the above have been met and agreed to and communicated on the *********** app, I will accept the resolution and we can move forward to completing my pool.

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

  Customer response

  08/05/2022

  Complaint: 17652246
  
  I am rejecting this response because:

  I want to work towards a solution that is transparent and fair: 

  1. Provide documentation about the equipment order as stated in first response that will arrive 4 weeks or sooner. Please provide this update on *********** and keep me updated weekly each Monday as to the progress as stated in the operations update dated 7/11 and also on 8/1. 

  2. Once there is a solid date for equipment to be received, I am requesting *********** to be updated with solid dates for installation and final grade and cleanup and when the pool will be ready to swim.

  3.  Plaster and cleanup - ******* stated last week that she was moving forward on this while we wait on equipment. I want this scheduled and communicated via *********** as well to prevent any further delays once the equipment is missing. I want this scheduled as soon as possible.

  4.  Sprinkler reroute and connection - I want this to be included at no cost due to delays that were not communicated to me previously. ******* has a contact that is reasonable.

  5.. Sod - ************************* had committed to providing a pallet of sod for the back area. I am requesting that to be in writing.
  

  When all the above have been met and agreed to and communicated on the *********** app, I will accept the resolution and we can move forward to completing my pool.

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

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The pool contract was signed in 08/2021. They started digging my pool in September, 2021. This Company is slow to respond to anything that we ask for or to complete any repairs that they need to do to finish this project. On April 6, we completed "pool school" and found a list of things that have needed to be corrected or completed. This company will not respond to my emails through CoConstruct or via text message to the part owner of the company asking for a timeline of when the list will be done. Final payment was made at the end of March and they need to complete the things they have promised. If they cannot do it, we need a refund of some of the project so someone else will come and complete the job they started but don't seem to want to finish. Specific items to be repaired: Gurgling noise coming from the pool return;Y fitting for the pool to fill up automatically when it's low;Agreed upon location for umbrella fittings;Actuators are not connected to the app

  Business response

  06/20/2022

  We appreciate the Client allowing us the opportunity to resolve this matter as outlined in their contract. To Merlux Pools knowledge, all items identified by Mr. * ********************* have been completed as of 6/16/2022. If they have any more items that need addressed our the resolution of our firm, we kindly ask that they contact us as per the Design-Build Agreement, so we can get it taken care of promptly.

*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. ↩