ComplaintsforBackyard Vacation Oasis

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They built my pool and completed it about two months ago. My pool auto refill has been leaking for 2 months and now they Ignore me and won't come fix it after they have promised they would fix it. They also added acid to my pool which ruin my plaster. I have called them called them over 10 times I have left messages and I've talked to their employee **** several times and he has failed to come out after promising he would.. They are not honoring their warranty or fixing the problems they said they would.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The complaint is with my pool contactor "Backyard Vacation Oasis". They installed my pool in my backyard around February 1, 2021. My bank holds the finance on this pool installment and the contractor was paid in full. I have 3 concerns that needs to be addressed under warranty with this company. One is the inside pool texture cool is already fading, two the deck foundation around the surge tank has a crack from the tank to the edge of the pool decking. Inside the pool where the surge tank return is located the foundation has come apart and three my Ozone sanitizer is leaking. I've called this company numerous of times and they never return calls. I've left voice messages and still no service. All I want is my warranty honored.

  Business response

  02/17/2023

  Thank you for sharing your concerns with us.  After reviewing the documents provided, we noticed that the pool at this residence is a concrete/ gunite pool which was built by an independent, locally owned and operated dealer called Backyard Vacation Oasis. We exclusively manufacture one-piece, in-ground composite fiberglass swimming pools.  Our pools are built in a environmentally controlled factory and then shipped, in one piece, to our customers' homes/ backyards.  In short, this is not our pool.  It is not our product. We encourage the ********* family to return to their local builder/ dealer and continue their conversations with them.  Unfortunately, we are unable to assist with this project and wish the ********* family well. 

  Business response

  03/17/2023

  Good Afternoon,

  We did meet with ********************** in person at his home on January 20^th to discuss his concerns. As stated to ********************** this area has hard water and the fading he thinks he is seeing is not fading at all; it is white calcium build up from the hard water in the area (see pictures attached). This needs to be scrubbed and acid washed, we did give ********************** a price for this service but he did not want to go through with it. The crack in the concrete is a hairline crack which is not covered under our warranty(stated in our contract on page 3), the ground in this area is prone to shifting which is known to cause hairline cracks. In addition, lack of water causes ground shifting, we have been in extreme drought for 9 months. Mr. ********** entire yard is zero scaped and he stated he does not have a sprinkler, giving the ground no relief. A hairline crack does not affect the structure of the concrete. On the last concern about the ozone leaking, when with ********************** at his home we did not see a leak, we additionally took the ozone apart and could not find a leak anywhere. This was shown to ********************** in person, at his home. 

  Customer response

  03/29/2023

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

  Customer response

  03/29/2023

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

  Customer response

  03/29/2023

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

  Customer response

  03/29/2023

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

  Customer response

  03/29/2023

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

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