Complaints

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  7/21 contract signed for installation of a pool for $75,500. A $35,000 deposit was given to company at that time. Only $11,000 was required as a deposit. Nothing in contract that I have found addresses cancellation policy. Before any work began, we had an illness in the family and we had to sell the house and move back to **. Into H2O Pools informed us that they would only give us $17,000 back if we cancelled, they would keep $17,000 for absolutely no work done. My Mom died and we decided to stay. We didnt want to lose the $17,000 so we went with this company to install the pool, against our better judgement. They then increased the cost of the pool by $10,000. We had no choice but to comply and we feel the company unethically tried to keep $17,000 and then increased the cost because they knew we couldnt just give up $17,000 for absolutely nothing and knew they were able to manipulate us. We are both disabled and are on a fixed income, we sold our home in ****** to have this project done. Its the only money we had. Eventually, they started the project, It took an unbelievable 1 1/2 years to complete, delays for months, excuses and no return calls. The only time they called was to ask for money. We feel this company unfairly charged us an additional $10,000 while we were under duress, we saw no other way to go and they manipulated us to pay. We never signed a new contract but they demanded the additional $10,000 in advance of work being completed, after we had, over the past 18 months, waited several months before anyone would come to do any work. It has been an additional 9 months and they have not completed the project or taught us how to run the pool. So 2 years and 2 months later, the project is incomplete and they do not return texts or calls. I have included the contract, I see nothing about a cancellation fee of $17,000 or any amount in the document I signed.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 23,2021, I contracted with IntoH2O Pools and Spas LLC to have a pool and enclosure constructed at my residence. I regret hiring this company. The work that has been completed is mediocre at best, in my opinion. Here are the facts. On August 23, 2023, it will be two years and there is still no certificate of occupancy for the project. The pool cage was damaged by Hurricane ***. There wasn't any insurance on the pool cage because thirteen months after having contracted with them to build this pool and enclosure, there wasn't a certificate of occupancy. The owner of the company, tried to convince me that the repair cost of the cage was my responsibility even though he was not finished with the project and additional work was still needed to be completed. The company owner had the gall, to suggest that I go after my neighbor for the repair costs. Here I am going into another hurricane season with no insurance on the cage and the cage is still damaged. I have no confidence that IntoH2O will ever complete this project. It is unfortunate because I try to support local small businesses. I suspect that my only remedy will be to seek civil action so that I can recoup some of the money spent on the project and have another company complete the work. IntoH2O has been paid in full since August of 2022.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Signed the contract with Into H2O ***************************** in September 2021 with an estimated completion date of Spring 2022. Excavation took place in Jan 2022, followed by pouring the pool shell and footers for the screen enclosure in Mar/Apr timeframe. Pool deck and screen enclosure were installed in late Jun/Jul timeframe. Finish was applied in Nov 2022. Each step there were items left incomplete or shoddy workmanship. Outstanding items - foundation exposed due to improper backfill, fence damage was out of pocket for me of $1000+, pavers not level crumbling and discolored, pool finish color not even and was splattered all over the tile, coping, pavers, screen cage and screen, overflow was cracked and is not at the proper height, air is infiltrating the system, pipe joint is leaking, door and window alarms not provided, deck drain is lower in the middle and water does not drain properly, cracks in the stucco caused by drilling havent been repaired. Final inspection not completed.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/12/21 signed contract agreement to construct new concrete swimming ************ deck which we paid in full $52,550 on 7/22/22 which took over a yr. Unfortunately the pavers are sinking and heaving all around the pool. (have pictures) Other issues we discussed were pool light (sent ************* pictures that the light does not light up the whole pool according to what he conveyed to us. Bottom of pool looks like metal coming thru the concrete flooring. Sent him a letter on Dec 13, 2022. He responded by e-mail stating that pavers were due to ***, which is incorrect. He was notified of the above problem on Sept 20 or maybe 21 around 4PM when he finally returned one of our calls. (I'm sure phone records can be looked up to verfiy the date he called us.) As of this date ************** has not been to the house to see the problems for himself. Have a copy of warranties dated 7/26/21 on his stationery INTOH2O ***************************** LLC- 1 Year Workmanship! I texted him yesterday 1/4/23 (5:18PM) his quote "we'll take care of your pool for a year" so I wrote "Are you not a man of you word"? Again, as of 1/5/23 I have not heard or seen **************. Hope you can help. I do have witnesses to prove damage to pavers were not caused by ***!

  Customer response

  01/18/2023

  I already have a case number ******** There is a sentence in my review I would like to have removed. (Bottom of pool looks like metal coming thru the concrete flooring.) Unfortunately I was misinformed, therefore I would like this to be omitted from my review.
  

  
  

  Business response

  02/17/2023

  Business response taken verbally by BBB:

  This issue has been resolved with the customer.

  Customer response

  02/28/2023

  Problem resolved please remove complaint INTO H2O POOLS.  Thank you, *****************************

• Initial Complaint

  08/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We signed a contract with this company to build a pool , spa, deck, and cage on 9/11/21 when sold by pool company they could complete pool on or about 2/2022. Each month they have pushed back the completion which is still far from complete especially given the construction issues. We have paid them in excess of $80,000 to date and always when due I might add! They will not meet with us or answer our questions as to how to rectify this construction mess up that they created thru their drawings and engineering that they created and then filed in their permit process. Main issues are that there is no door off the back of the cage leading down to our dock as they had drawn and submitted in permits. They claim now that they cannot install this door as they apparently built the cement pad to close to the sea wall setback. ****** tells me that per the specs they turned in to them that there is room for this door, pad and stairs. Okay so assuming that a door can't be installed in that spot, we have offered for them to install a walkway from side cage door and around to dock, at their expense. They just ignore udon this issue. Other issues they won't address, wrong color &mismatched with part brown part grey paver drain. We have sinking unstable pavers in patio and door pad. We still have no operational pool. We have serious erosion into our canal of excavated earth they will not fix. I have pictures of all of this. They have demanded final payment from us at this time as they have done previously to continue work and have threatened us with doing no further work unless we removed our previous BBB complaint filed last month. We did remove it with their promise to "finish all work within days". They promised to have work done by time we got down to house as of 8/17 saying we are litaetally days away from finishing. This was 2 sundays ago and we have it recorded as it was via phone call. Of course, no follow thru on their part so want to reactivate our file.

*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. ↩