ComplaintsforFoley Custom Pools, Inc.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Foley was contracted to build our new in ground pool. The pool was "completed" in March 2023. Since then we have contacted the business and business owner several times about fixing a leak that is causing the new pool to loose upto an inch per day. This issue is still not resolved after a year and communication from the company is minimal with no urgency or care to actually come out and diagnose and fix the problem. This was a clear workmanship issue as it was reported immediately after completion of the pool and has been documented in their system several times. This leak is costing us money in additional water ***** ******** treatments, as well as additional wear and tear on the equipment due to their neglegence and lack of urgency.

  Business response

  03/15/2024

  Our team was in contact with ******************** last year in regards to a possible leak. A pressure test was completed on 4/27/23 and no leak was found in the plumbing, although the plumbers reported leaks in the skimmer and tile grout and we did send our stone masons to regrout the skimmers on May 1st, 2023. We then completed additional bucket tests throughout May, June, July, and August of 2023. No other leaks were found at this time. We were unaware of any issue going on due to not hearing from ******************** since our last bucket test that we performed. We heard from him for the first time since the last test this past week, and he let us know he thought he was experiencing a leak. Our construction manager, ***********************, has tried to reach out to ******************** to discuss the situation. Both **** and **** have been missing each others calls, but have been leaving messages and now have been able to communicate via text. With that being said, our team did attempt to go on-site this week to start a bucket test. We did start the bucket test this week. Although, due to the storming this week, we will be resuming the test on Monday. We are working towards a resolution for ******************** and will continue to keep him updated.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had our pool completed in May. We notified Foley of a leak in our water feature in October and is still not resolved. Their communication with ** has been spotty at best. Weve had numerous Foley employees to validate our water leak to no resolve. I communicated with them on 12/14 that a plumber was expected on 12/15 to fix the issue, then received a call back from them on the same day that it would be 12/18 and theyd call me to notify me when the plumber would be at my house. I called them this morning and was told that a plumber came out on either 12/14 or 12/15. I can tell some work was done but the water feature is still not working to how it was originally installed.

  Customer response

  12/21/2023

  After filing the complaint, the company reached out to me directly and we have resolved the issue as of 12/20.  This can be closed.

   

  Business response

  12/21/2023

  We apologize for the confusion that occurred with the date that our plumbers were coming out. I did reach out to our service and construction department and here is the information I received. On 12/19, we reached out to ************, and on the same day, our construction manager, ***********************, visited the property. Our service team performed a backwash and made adjustments to the valves on the same day. The customer was informed via email about the work that was going to be done and was advised to reach out if they were not satisfied with the results.
  ************ called the next day, expressing dissatisfaction with the results. Our construction manager, ****, revisited the property on 12/20 and adjusted the valves to the customer's preference. We followed up today (12/21) via email and the customer confirmed that everything is good!

  Customer response

  12/21/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We selected Foley Custom Pools to build our pool for a cost of $151,117.00. We paid in 4 installments in accordance with the contract but we were told all work would be completed (other than plaster) before the 4th and last installment would be required. There were still many punch list items that needed to be completed but ***** Foley assured me he would stay on top of things to get them done. We struggled for over a month to get things wrapped up after final payment was made. They finally completed most of the work but I had to pay out of pocket to have our irrigation repaired because their irrigation sub was supposed to come out on 6/16 (text messages confirming this) but he didn't show up. From that point on, he has not responded to text messages/calls. I tried working directly with the Project Manager from Foley and he told me the subcontractor hasn't responded to him either. In an effort to save our new sod, I had another irrigation company fix the issue. We still have a leak at the equipment pad and all three of our waterfalls leak. Foley sent a tech out on 7/13 but the leaks persist. I notified the ** again 7/19, 8/7 and 8/8 but no one has been out since. We also have a major issue which is the retaining wall and fence between our property and our neighbor's property shifted when they dug the pool. My neighbor and I were both told by the ** throughout the process that it would be repaired. Instead of having the retaining wall repaired or rebuilt, they simply bent the steel posts of the fence on top of the retaining wall to straighten the fence but the retaining wall is leaning into my neighbor's yard. I was told by ***** Foley that since they didn't have that repair allowance in our contract that they would not cover the repairs. We included repair allowances in the contract for landscaping, sidewalks, irrigation, etc. per Foley's guidance but Foley Pools and their subcontractors caused this unforeseen issue and should repair to it's original condition.

  Business response

  08/18/2023

  ************** had been contacting the wrong number for the issues he was wanting to address with us. We tried to let him know we were not receiving any of his messages due to him contacting an old Foley number that we no longer use. We finally were able to get ahold of him. With that being said, our construction manager, *********************** has been in contact with him and met with him this morning on site to assess the situation. He walked through the two issues with him and is now taking the next steps toward resolution.

  Customer response

  08/19/2023

  I am rejecting this response because:   This response is great insight as to how Foley treats their customers. If this is accurate (which I dont believe it to be because this would now be the second time this excuse was used to justify Foley being non-responsive) its another perfect example of what to expect if you choose Foley. The voicemail and text messages are still active for the Project Managers phone and if for any reason that number was no longer available for customers, wouldnt you have the number forwarded to the new number so you dont leave your customers in the dark? Ridiculous. It is true that Foley sent **** out on 8/18 and he told me the plumbers would be out that day to address the leaks. They didnt show up and I received no follow up. Foley also failed to acknowledge or propose a resolution in their response for the major issue of the damage to the retaining wall they caused. 

  Customer response

  09/13/2023

  Am I to assume there has been no additional response from the company since their initial response and my reply?

  Business response

  09/20/2023

  We do have text correspondence between our construction manager, ***********************, and ************** where a follow up was provided and it was stated there was no longer a leak in the equipment pad. Our team obtained the correct parts to fix the remaining issues at hand and was out on site this week to do so. In regards to the retaining wall, the customer did not have any repair allowances in the contract for damages to the stone wall.

  Customer response

  09/21/2023

  I am rejecting this response because:   Although the two leaks have been repaired as of 9/20, the major damage caused by Foley / their subcontractors to the retaining wall is still an issue. When I met with the Foley rep at the beginning of our project, we discussed access to the back yard. Foley said they could access it from either side as there was enough room on both sides. The decision was made to access using the side with the retaining wall due to the likelihood of damage to the driveway extension / basketball area we recently installed. The Foley rep was also concerned there would be damage to the driveway and said access using the other side was fine with enough clearance using a smaller bobcat. At no time was there any mention of potential damage to the retaining wall, no suggestion of adding anything into the contract for potential damage, etc.  Simply because Foley failed to foresee potential damage caused by their subcontractors doesn't mean the burden should fall on the customer to pay for the repairs. Foley should be focused on doing right by their customers and pursuing reimbursement from the subcontractor that caused the damage. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We contracted for a pool remodel. Once, after many delays, the project was done, the pool did not work. When their service tech came out he stated the wiring had been done wrong. Now that they claim the pool is done, the hot tub/spa simply drains. And if one turns on the spa without turning off the sheer descent, then the spa/hot tube drains very fast. They refuse to address this, so we have contracted with another company to review and correct this issue.

  Business response

  04/25/2023

  We have done everything in our power to remedy the situation. We have been in contact with the customer in efforts to receive more information in order to fully resolve the issue. Although, we are not receiving any additional information that is needed from the customer to move forward. We have also tried to go on site to evaluate the situation and have not been allowed on the homeowners property, therefore making it difficult to try to take the next step to do right by the customer. We told Mr. ************;a leak test needed to be done to determine the cause of the leak in the spa, but he will not allow ** on the property. We did tell him that since he will not allow ** on the property, that if he finds that something we did caused the leak, we would fix it. Our project manager and sales representative have both spoke to him in regards to his spa and ***** not running at the same time. We explained to him that his plumbing was ran before we ever stepped foot in his yard. We did not touch, change it, or have anything to do with this. We truly have tried our best to communicate with the customer and present a solution to the issues he is experiencing but we have not been able to fully solve the problem due to the fact that we needed more information and were not allowed on his property. If he allows us on site, we would be more than happy to take a look at what is going on and get to the bottom of it.  

  Customer response

  04/25/2023

  I am rejecting this response because:   The businesses response ignores many issues. I sent them a lengthy detail of the issues and requested a partial refund. I have spent over ****** dollars with Foley Pool, and stated I would be willing to settle this matter for a partial refund of only $1500, or less than 3%.  Foley Pool is unwilling to even discuss this. As I informed them, they have failed on many of their tasks and we do not have confidence in them fixing the issues without inadvertently causing more issues. Furthermore, I am certain they don't wish to be potentially liable for anything more. The best process for everyone concerned is that I have another company I trust to fix the problem and use their partial refund to pay for that. I further note that it is not possible for Foley Pools to even know what was or was not 'touched', as they subcontract everything. Their subcontractors left water on and overflowed the pool, left trash around, did not clean up their mess...all of which I assume Foley Pools was not aware of.

  Customer response

  05/04/2023

  Foley pool has provided a partial refund. This matter has been settled to my satisfaction.

  Customer response

  05/12/2023

  Foley pool has provided a partial refund. This matter has been settled to my satisfaction.

  Business response

  05/12/2023

  We have handled this complaint outside of Better Business Bureau. We have resolved the issue with the customer and he agreed to remove the complaint from BBB now that it has been settled to his satisfactory. 

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We engaged Foley Pools to design and construct our pool in the spring of 2022. Despite some issues with site cleanliness and lack of coordination by Foley of their sub trades, we were generally satisfied with the project works until the construction of our pool deck on September 12, 2022. Industry standards and best practices for concrete stamping require that proper detailing of the joint lines be completed with a touch-up wheel once the stamp patterns have been removed. It was readily apparent that Foley's concrete subcontractor completely neglected this critical aspect of the work. We conducted a quality audit of the work in conjunction with a number of independent local contractors and identified a consistent pattern of defective workmanship with the joint lines and grout across the entire deck. (Photos attached) Subsequent to notifying Foley that we would not accept the pool deck works, we held a number of discussions and site inspections with their staff regarding the quality of the concrete stamping, and specifically the workmanship on the concrete joint lines. The consistent response from Foley has been that the quality of the pool deck stamping is entirely acceptable and very typical for the industry. As stated by their Project Designer, "The lines and joints look great to me as well. It's stamped concrete. That's what it looks like." This was despite the very obvious deficiencies and the fact that the detailing works were completely omitted by the concrete subcontractor. Foley has stopped work on the pool. No progress has been made on the remaining works since October 2022. Our contract upset limit is $173,009, which included several extra items. Our total payments made to date are $160,397. Foley is now insisting that we pay the remaining $12,612 our contract before they resume construction and installation of the remaining equipment, despite significant portions of the closing works having not yet even started.

  Business response

  03/01/2023

  Business Response /* (1000, 5, 2023/01/13) */ We received an email from Mr. ******* yesterday addressing his concerns. Our Construction Manager, John ******** will be reaching out to discuss further steps in resolving the issues at hand.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Foley built a pool and outdoor patio deck for our brand new home in 2021. The final project portion was completed in september of 2021. All charges they asked for were paid in full to them. After noticing some project concerns and calling out their quality control people (standard for any project of this magnitude) we were told our concerns would be address. First it was concrete splatter all over our stucco and windows, then it was some broken items on the pool itself, then we noticed a crack in our patio deck, and finally our pool equipment was all placed on the outside of our fence line so they were suppose to move our fence gates to secure the equipment. They didn't take care of a single thing. Just a bunch of false promises and firing of employees who were handling our project. They hid behind "he doesn't work here anymore" but we are still in touch with all those employees. They all remember our case and have communicated on our behalf. Foley is still denying all our concerns and is now demanding we pay them some "accounting error" even though there are tens of thousands of dollars they owe us in damages. Currently the pool lights and fire features do not function due to faulty install (we already have pentair- equipment manufacturers- sending out a new construction company to get us a professional opinion on all the stuff Foley did wrong) Another local pool company has already come out and listed all the concerns they believe Foley has left with our property for us to deal with. Foley was paid over 100K dollars for this project and have caused conservatively over 40K in damages. They need to be held responsible before they continue to do this to other customers. We already see a pattern of other online complaints. Something must be done, and I believe a BBB mediation through arbitration would be a great place to start. Foley pools built our pool in October of 2021 and the issues the precedes have all been ignored. Fire feature doesn't work, the deck is cracked, and our fence is broken. They also left our equipment in the wrong place. They are not responsive and now demanding more money. A mediation is being requested.

  Business response

  03/01/2023

  Business Response /* (1000, 5, 2022/12/08) */ The customer is refusing to pay their last payment and has failed to meet their contracted obligation. We have handed this account to our outside collection agency. If the customer agrees to pay their agreed amount any and all issues will be resolved. One item that is requested may violate city code which would obviously not be completed.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Earlier this year, I contacted ***** pools to complete my project. This process has been a "terrible experience." One word of advice, please go elsewhere. It's been weeks to months of workers no show, nothing getting completed according to the calendar, and no communication on my project that was supposed to take 90 days. At first, my family and I were so excited to finally get our first pool built. But through this process from dig to now, we are extremely disappoint from the service. No work has been completed in over a month. We have a useless hole in the ground in our backyard. You'll continuously hear problems with scheduling excuses. The real point is once you sign the contract to build the pool, they receive the funds. Your project is no longer a priority. I have zero confidence in them to follow their word or even complete my pool. I'm very disappointed I chose this company. I wish I had read more of the reviews about them. All I wanted was to get my pool completed promptly, without excuses. Our neighbors, who started after foley started my pool, are completed. This shows my completion isn't a priority. You, as a customer, aren't important.

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2022/11/09) */ Foley Pools has been to the ***** property on multiple occasions as we complete their project. Our team completed the fencing on October 5th, the sprinklers on October 10th, and the sod on October 14th. The broken irrigation was repaired on October 17th, while the broken fence panel was repaired on October 18th. Foley Pools was also on site for the pre-plaster walk on October 28th and retrieved the trash bin on November 3rd. Mr. ***** brought an issue regarding the retaining wall to our attention on November 3rd. We have been in contact with our sub-contractor to schedule his team to repair the retaining wall. We are completing the project within a reasonable schedule given some weather delays and are scheduled to plaster his project next week.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We signed a contract Feb 2021 for Foley Pools to create the backyard of our dreams. They have literally taken our money (payment in FULL) and our project is not completed. We've tried countless times to communicate with them asking for updates on the many outstanding items, but they refuse to communicate back. They literally don't answer our calls or texts. They committed to do a job, we paid them, and they have left us high and dry. All we want, at this point is 1) either have Foley finish the job they started ASAP, or 2) give us the money back that we paid them to complete the job so we can get another company to complete it. We are reasonable people but this is ridiculous and we feel completely taken advantage of and robbed.

  Business response

  01/05/2023

  Business Response /* (1000, 5, 2022/09/28) */ We have been in communication with the customer and are working hard to finish the remaining items. Consumer Response /* (3000, 12, 2022/10/12) */ ***Document Attached*** UPDATE - yes, Foley Pools showed up the day after I filed my complaint with BBB and got some stuff completed; however in true Foley fashion, they tore my patio deck because they found a kink in the gas line, and are (again) not responding to us when we ask for an update on when they're going to fix the torn up yard or finish the rest of the items. It's been months since they've had PAYMENT IN FULL and they are not finishing the job we hired them to do. I've included photos of how they've left our backyard! Business Response /* (4000, 14, 2022/10/20) */ We have been working to finish the project and all remaining items have been completed as of yesterday, October 19th. Consumer Response /* (4200, 16, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***** Pools is FAR from done with this project! They seem to be more concerned about asking me to pull this BBB complaint than completing the job. We still have the following outstanding items: 1) they left my side yard a MESS after fixing the kinked gas line that THEY installed. (See photo attached) 2) They keep telling us that they will bring a "Comm wire" for the pump so the fountains can communicate with the box. That has not been completed. 3) They have not installed the "trim/frame" around the fridge. (See photo attached) 4) When they tore up our yard to fix the gas line kink, they pulled up the grass and that has not been replaced. 5) They were supposed to fix our sprinkler system in our front yard because it keeps flooding one area but not watering our tree. NOTE - For as much money as we have paid Foley for this job (around $300,000), they have fallen short on delivering what we contracted for. I should not have to keep babysitting them to make sure they complete the entire project. My husband and I have given a complete list of all outstanding items to them 3 different times and then state that they are done. Until ALL items have been completed, this job is NOT COMPLETE! Business Response /* (4000, 20, 2022/10/21) */ I would like to sincerely apologize because I was given the wrong information yesterday when responding to the case. I have spoken with our construction department again and our team is on site as we speak. Again, I apologize for the miscommunication on our end. Consumer Response /* (4200, 22, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They were in my backyard on Friday; however all that they did was item #3 the frame around the fridge. Nothing else has been done. THIS IS ABSOLUTELY RIDICULOUS AND FOLEY POOLS NEEDS TO GET THEIR STUFF TOGETHER! What a HORRIBLE way to do business....and they depend on referrals!!? AT THIS POINT, We feel we've given Foley PLENTY of chances to do their job. I NEED Outstanding items #1, 2, 4, 5 and 6 COMPLETED THIS WEEK, or we will get our attorney involved and all further communication will be done via our attorney. To be quite honest.....I'm not sure why BBB hasn't dropped them from membership. This is NOT an honest company. Outstanding items to be COMPLETED (ALL OF THEM) by Friday, November 28 at 5pm, otherwise we will have no choice but to file a lawsuit against Foley Pools. Business Response /* (4000, 24, 2022/10/26) */ Our project manager met on site with ***** ****** this morning to discuss the list of remaining items.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Foley pools recently completed a pool at the house we just purchased and we've found that there have been quality issues related to the installation and the pool equipment has stopped working. Foley pools has a one year warranty on the pool workmanship as well as the pool equipment but the pool equipment has not worked for the past two weeks, our pool is green and we cannot get a hold of them to come out to fix our pool equipment to keep the pool from turning green and being unusable. They have returned phone calls. The owner of the company sent an email to his service department telling them to provide three months of free cleaning for the pool because they took over a year to build the pool but that never happened. We cannot use the pool and have zero confidence in them to follow their word. All I want for them is to finish the work that they were paid to do and service the equipment so that it works. What is very frustrating is that this seems to be pretty common with this pool builder. They have many complaints stating very similar behavior. They should not be in business.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/07/18) */ We have been in contact with the new homeowner and have performed necessary service items to his swimming pool. The maintenance agreements and free service was arranged with the original owner/purchaser of the pool and we will always honor our agreements with our customers. Those agreements do not always transfer to new homeowners but are investigating the details of this matter.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We signed a contract with Foley Pools in May of 2021. We should have known there was a problem when the sales person never came to our house. This was the most unqualified sales person and designer we could have possibly worked with. He did not listen to any of our suggestions, did not try to guide us to any upgrades we were willing to pay for, and was flat wrong about many decisions that led to problems in design, execution, and delays of our project. This also occurred with our two neighbors who we referred to Foley at the same time and experienced the same challenges. I have an issue with him, his manager, and the owner (whom I met when I had a meeting out of sheer frustration). None of these people all the way up to the owner care about the pools they are building. They have promised resolution, listened to complaints, but not resolved so many of our issues it's maddening. I have NEVER in 43 years of life been treated this way by a company, and I never will again. I just wish I would have learned this lesson on a much smaller purchase. We are now 8 months into our project, when our neighbors who built at the same time are complete. We can't get anyone to finish our wall, we have issues with chlorine levels, the wall we had painted was done incorrectly, etc, etc etc. What a TERRIBLE experience. My son's baseball coach builds pools and asked me who I built with. When I told him Foley, he laughed, and said, "I'm so sorry". All I want is this project to be finished and to get some level of communication and service that is passable. I don't care about exceptional, just passable, because so far, this has been the WORST commercial sale I have ever experienced. If you need a pool built, DO NOT build with Foley. You will not be important, you will be money. That is all. No matter how much they tell you you are important, you aren't. I truly can't tell if they are wildly disorganized or just don't care. Try Riverbed Sandler instead.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/06/28) */ We have been keeping contact with *** ****** to solve the issues at hand. We are looking to finish the remaining items soon and will continue to be in touch with *** ****** until they are finished.

*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. ↩