Complaints

• Initial Complaint

  18/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of trans:2021-11-07 Parco Piscines & Spas (Hawkesbury) Value: $65359.45 for an inground pool. Pool Inst Sept 7th 2022. Dispute is because we made a complaint to **** Group (M. ******* *****, General Manager) on October 25th 2022, about our insatisfaction toward Parco. They don't accept that we ask questions, they always say: trust us, we know what we do. At the same time we catch them doing mistakes here and there and they start being very defensive toward us. So, Parco did not like our complaint to their Manager and since than decided to break the contract and tried to balance the value of the contract with the original 2 deposit. We received a final billing on Nov 11th 2022. We review and found there was 6 areas where we could get a credit for. 1) One skimmer for the sump pump that has never been delivered, we had to buy in emergency that in our area: Amount: $63.23 2) 2 inch hose in original contract was 200ft, final billing was still 200ft, real qty used is around 131ft. We would like a credit for 69ftx3.99 = $275.31+Tx. 3)Covers for the Ramp (Marine Grade) was delivered without the 2 covers. We received at the end 2 types of None Marine Grade covers. We would like to have either the real Marine Grade covers from SRSmith or get a credit for these items. A credit of $100 would satisfy us. 4) Anchor for the Ramp were in "Bronze" @$55.99 each in the order. On final bill they were in "Plastic" (as deliverd originally) still at $55.99 each. We want a credit for around $40x2+Tx. Plastic is cheaper than Bronze. 5) Install of Cleardeck not completed. We need compensation for time involved in cutting 2 surfaces, install of the blanket and adj to the pool. 2 hours of time probably. Cost not removed in the general labor of $6760 6) Opening cost in Spring not removed in the general labor of $6760. Parco refused many times to agree to these amounts stating that it is balanced. We still have their Temp Pump at home that they will get, as soon as this is resolved.

  Business response

  07/12/2022

  M. ********* signed a contract fall 2021 with Parco Pools & Spas for a fiberglass pool purchase. During the year, we received multiple emails (150+) from M. ********* about his fiberglass pool project, asking specifics on every aspect of the project. We gladly explained and informed M. ********* by e-mail, phone and in person.

  He was his own contractor for the project and hired all the trade himself (electrician, landscaper, fence installer etc…)
  

  The contract indicated a total project of $65,359.45 for the work that needed to be completed:
  -A first deposit of 1,000$ was given when contract was signed (given 15\10\2021)
  -A second deposit of 27,000.00$ when the material was ordered (given 18\11\2021)
  -A third deposit of 32,359.45$ when the work started (given 13\09\2022)
  -A fourth & final payment of 5,000$ when the work would be completed( this amount was removed and not asked from M.********* as the final payment)

  
  With the pool, plumbing, filtration system installed, we decided to terminate the balance of the work at M. *********’s due to the fact that he had no more confidence with Parco Pools & Spas team (mentioned multiple times verbally and also by email to our Director, as well as our group’s Director (**** Group). M. ********* threatened Parco Pools & Spas that he would contact BBB and also bring us to small claims court and threatened Parco Pools & Spas by saying “I remind you that we are both retired and have a lot of time to devote to this situation, you decide”. All this while still being present on site, trying to complete the project.
  

  The pool and all its equipment were installed according to the manufactures specifications and the final amount invoiced represents the proper amounts for both materials installed and labour/work completed/installed.

  Whatever material and labour that wasn’t completed was simply deducted from the original amount on the sales contract.

  Customer response

  08/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  There is often much more to a story. We dealt mainly with *******; ********* was rarely
  present. She was never on the work site.
  Concerning emails: Yes, we have sent multiple emails before signing the contract and also
  during the execution. That has nothing to do with the reason why we are not satisfied with this
  supplier. ******* told us, prior to signing, that he was meticulous (as we are) about details. He
  assured us that he was happy to answer any and all questions.
  Own contractor: This is irrelevant.
  The attached 16 pages details chronologically the events since Sept 7th 2022 to the present.
  This document has been sent to the DG of **** and also to ********* on Dec 6th 2022.
  Numerous errors were discovered by us (the client), during the installation of the pool.
  • Parco delivered the wrong Heat Pump (a discontinued model) was delivered, despite
  prior discussions with the heat pump supplier and subsequently with Parco, to highlight
  this in 2021;
  • Parco did not do a thorough inspection of the pool prior to installation;
  • Parco filled the pool regardless of discovered defect;
  • Parco installed too much cement around the Cleardeck that subsequently needed to be
  cut, grinded and removed;
  • We requested to re-measure the height of the formwork for the cabana, it revealed
  errors;
  • Parco did not provide ordered parts; Plastic anchors instead of Brass, as we paid for;
  • Parco did not order the “Marine Grade” covers for the railing, supplied instead inferior
  quality from China;
  Confidence and threatened: If you read carefully the document, you will find out that many
  situations happen before Oct 26th 2022. On that day, ******* exploded again to us over the
  telephone @ 7h00 on the morning. He informed us that he did not like the numbers of emails
  that I sent. The most recent emails were sent to help him solve a situation concerning the
  operation of the heat pump. It was apparent, from his reaction, that he had not read the most
  recent emails. He realised, once he opened them, that I was trying to help him. He subsequently
  became less defensive and apologized. I told him at that moment that I have enough of his
  reactions and temper and that I will escalate higher now. That is when I contacted the Director
  of ****. This is the first time I mention that we are retired and we have plenty of time to take
  care of this complaint, never before. It was never mentioned in front of the workers. When
  Parco found out that I went above them, they decided to terminate the contract. This clarifies
  the order of events.
  Regarding the defect in the pool, Parco decided to put water in the pool and said “we will get in
  touch with the pool fabricant and come back to you”. Three months later we receive a
  document (Repair Agreement) that we are required to sign. This engages us to prepare the pool
  before a technician comes to repair the defect. Preparing the pool means: brace the sides,
  remove all the water so that the technician can repair the defect. When I asked ********* if
  Parco will perform the preparation, she said: no, it is the buyer’s responsibility.
  I don’t think that it is fair for me to be responsible for this, when it is a new pool. We have never
  had the pleasure of using it yet.
  We endured numerous verbal assaults from *******. We tolerated his intimidation as we
  wanted the project to continue. We wanted to believe that we could have confidence in him as
  he told us so many times. Experience proved us wrong.
  • There was a mistake in putting too much concrete around the Cleardeck. My wife
  suggested that it would be nice if he excused himself. He replied:
  “You and I will never be friends. We will never have dinner together and if you insist, I
  will excuse myself of not having excused myself before”.
  • I asked Parco to re-measure the height of the formwork for the base of the cabana.
  Parco realised that it was too high. It had to be fixed rapidly, as the cement truck was
  on its way. I noticed that they were not doing it properly. There was too much gravels in
  the middle area. I approach ******* to tell him about this and his reply was:
  “If you disturb me with that I will leave right away with my crew and we will not install
  the concrete. You will have to do it by yourself”
  This is intimidation.
  ********* is not addressing all the topics that occurred during our adventure. She distorts the
  facts.
  Moving forward, we request Parco:
  • Coordinate and be available when a technician, from the pool supplier, comes to repair
  the defect;
  • Perform the bracing of the pool and remove the water;
  • Once the repair has been done by the manufacturer’s technician, Parco synchronize the
  delivery of water to filling of the pool again;
  • Be financially responsible for all the above;
  We will drop the original request for credits on the final bill.
  Our integrity is more valuable than money.
  Attached are:
  • Detailed report of events since Sept 7th 2022;
  • Two pictures of the pool defect;
  o One showing Parco’s employee taking a video of the defect for *********;
  o The other one showing a zoom of the defect in the bottom of the pool;
  
  Sincerely,
  
  ****** *********

  Business response

  16/12/2022

  In good faith, Parco agrees with M. *********'s proposal of coordinating, being available and being financially responsible for the work required to fix the manufacturer's defect in the fiberglass pool found on September 9th, 2022 while cleaning the pool, as long as M. ********* signs a release waiver before the start of the work, that is intended to start and be completed in Spring of 2023. 

  The person that will responsible to coordinate and be present during the repairs will be ******* ******, owner of Parco piscines et spas. The person that will be responsible for the repairs will be a technician supplied by the manufacturer.

  If M. ********* agrees, we will send him a copy directly by e-mail.

  Note: This release waiver will not cancel Parco's 1 year installation warranty, nor any manufacturer warranties.

  Customer response

  17/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  We would like to agree to this resolution but we are unclear as to the reason for the requirement of a release waiver.

  There was never a waiver signed when the pool was initially installed, why should there be one now?

  We need to see this waiver prior to agreeing. Please respond with the release waiver attached through the BBB for our verification.

   

  ****** *********
  

   

   

   

  Sincerely,
  
  ****** *********

  Customer response

  03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We have reviewed the “release waiver” from Parco. We note that they did not include the following in their scope of work, as requested in our previous reply:

  • Install bracing to support the side of the pool prior to empty the pool;
  • Remove the water from the pool;
  • Order and pay for water to refill the pool, after the repair from ****** has been performed;
  • Restart (open the pool for the season) the system to confirm that there are no leaks;
  Parco did not include (as they said they would in the previous BBB reply) that the warranty for the pool (installation and equipment) for 1 year is unaffected. In fact, they say that this waiver absolves them of any further recourse.
  Parco is saying they are “responsible to pay for the labour of a qualified technician provided by the pool manufacturer”. This is untrue. We have a document from ****** **** (Parco also has it) that stipulates “Covered by an applicable warranty and will be completed at the expense of ******”.
  Parco is trying to make it look like they would like to resolve the situation but they are not actually doing anything.
  Parco says that they are in good faith, but they are not. The waiver is too vague and absolves them of performing the required preparation when they are responsible for the situation that we are enduring due to their original negligence.
  
  The way it stands we cannot, in good faith, agree to this.
  
  Parco has sufficiently demonstrated to us what type of business they are. Their misrepresented and vague responses to our concerns on the BBB will demonstrate to any potential client what to expect.
  
  We are extremely disappointed with the lack of support, lack of respect, verbal abuse and blatant incompetence we have had to deal with regarding Parco.
  Had we known in advance of the lack of knowledge (and lack of effort to learn a new product), poor workmanship and lack of concerns to deliver a quality installation for a quality product, we never would have had anything to do with Parco.
  May the fiasco we have endured serve as a warning to possible future clients.
  
  We are planning our next recourse.
  

  
  

  
  
  Sincerely,
  
  ****** *********

  Business response

  03/01/2023

  
  Thank you for sharing the consumer’s reply. It is unfortunate that this matter could not be resolved.
  

  
  

*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. ↩