Complaints

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It’s been 5 weeks and my pool is still non’t done! One excuse after another! Terrible company!’

  Business response

  09/22/2023

  The pool will be finished next week on week 6, the week of September 25th.

  We provide written communication at the beginning of the project, that the vinyl pool and deck project will take 6 weeks.

  We had unexpected delays, but still plan to finish the pool and deck by the 6 week mark. Owner is providing direct updates to customer for this project.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our new Payne Pool Professionals concrete pool was finished with the WRONG COLOR FINISH ($8K error) allowed by Owner / Job Superintendent Sanders Payne, at the time of install. The pool was subsequently refinished with the correct blue color finish, but allowed then to cure with significant areas of dirt and debris in the pool, where this debris was allowed to dry and is now embedded in the finish and showing discoloration. The pool also has a significant amount of white spots evident showing the original white surface (wrong color) protruding through the blue resurface. The blue resurface is also inconsistent in color and shows pressure cleaning marks, footprints and areas of discoloration, many shades lighter that other areas (over acid washed). We contacted Shane Payne twice for a warranty visit, of which we were promised contact in approximately 2 weeks and 3+ months later we still await contact. Consistent with other BBB complaints. We have made a final attempt to reach Shane and company to obtain a visit, of which NO ONE from Payne Pool PROFESSIONALS has visited or contacted us since the pools completion. We look forward to their contact and using their resources to find an amicable resolution.

  Business response

  09/15/2023

  The listed desired outcome is contact by the business. We have responded to customer and scheduled a site-visit to review the plaster for next week.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2022, we were working with Payne Pools to build a pool in our backyard. The is a man made lake behind our house and we had heard that there was a specific setback related to that. We were told that they confirmed the setback before they designed our pool. We signed a contract to have the work done and we’re immediately told that the setback was greater than originally understood and that they would build a pool that was too narrow. We didn’t want that pool and asked for our deposit money back. The contract states that 50% will be returned if the contract is cancelled. They refunded 75% but retained $2500. We contend that we should be refunded the entire amount since it was their fault that they couldn’t build the pool in the contract.

  Business response

  08/25/2023

  There was a signed contract that stated 50% of the deposit is non-refundable. Payne Pool Professionals went beyond their contractual obligation by refunding both the full refundable portion of the deposit and half of the non-refundable portion of the deposit.

  Customer response

  08/28/2023

  
  Complaint: 20515910
  
  I am rejecting this response because:
  
  As previously stated, they should have known that they could not build the pool in the contract before we signed. I agree that they may have been working with incorrect information, but once they got the correct information the original contract should no longer be binding. 
  
  Sincerely,
  
  David ****

  Business response

  09/12/2023

  Here was our message to the customer in 2022. We believe this helps explain why we went above and beyond on contractual obligations. Yet, we still could have built a pool for them.

  Yes, it is an unfortunate situation that the county gave misinformation to us and ultimately you. The permit tech for okaloosa confirmed the 20' setback. It turns out, upon the formal permitting process, that specific lake in your backyard has a 25' setback. We were simply going off of the best information we had available prior to that. While we could still build a pool in your backyard, it was not what you wanted. All this said, to say, we have dumped a significant amount of time, money and effort into your project, but I am willing to refund you more than our contractual obligation states. Our final offer is to retain $2,500 which covers our costs incurred to date, and refund you $7,000.  

   

   

  
  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Payne Pools to replaster our pool, put new coping and tile around the pool, and put pavers on the pool deck and patio. When the pool was filled we noticed a large stain in the pool along with uneven coloration throughout the pool. The lights on the side of the pool will not fit flush with the wall and have large gaps. The tile on the steps and bench is just awful, very uneven, some pieces have plaster clumped over the tile and others have no plaster surrounding them. We started to reach out to the owner Sanders when the pool was filled to let him know about these issues. He said that the stain was caused by adding salt to the pool, however he had never seen the pool after it was filled with water. We have had the owner of the company we use for pool service look at the stain and he said that it is not a salt stain. Sanders sent out a tech but he told us he was only there to look at the lights and the other issues would need to be addressed by the front office. It took us 4 weeks after the pool renovation and multiple texts and phone calls before they finally sent Austin out to look at the pool. When we asked why we couldn't get someone to come out and get a final walk through, address the issues we had and give us instructions on how to care for a newly replastered pool, his response was "well, I guess we dropped the ball with this one". He did agree to have a crew come out to drain and acid wash the pool to try to even out the finish. We also asked him to address the lights and steps while it was drained. He asked us if we could wait until October when the weather was cooler because the guys have to wear heavy suits to do the acid wash. We agreed to wait and sent him a text to get on the schedule the first week of October. We received a few texts from him during the month giving us a date for the work and then he would text to push back the date. It is now November and he has stopped texting us.

  Business response

  11/15/2022

  We have no issues draining the pool down and performing the acid washing to remove said staining in the deep end on this pool remodel. We agreed to do this in the winter time when the pool was not in use- just let us know if that is satisfactory to you and we will set up a time to do so. The old school light is the same as it was before and has a stripped pilot screw and is screwed down as far as it will go, the plaster around the light is not a water tight seal, and as mentioned previously we plaster to the light with a hand trowel so it will not be perfectly flush to the old school light ring. Thanks again for your consideration and we look forward to your response. 

  Customer response

  11/20/2022

  
  Complaint: 18366803
  
  I am rejecting this response because:

  We agreed to have the acid washing done in October. Waiting until this winter was never mentioned and we would not have agreed to wait that long. We were given a week in October when this was going to be done and that was cancelled. We reached out to see when it would be rescheduled and received no response. The tile on the steps was not addressed in this response. We also mentioned it when Austin finally came out to look at the pool. He took pictures but offered no solution. As far as the gap in the lights, I'm sure most renovations require the contractor to work with "old school" features. We relied on them to come up with solutions or work arounds so that the finished product looked nice. Or at the very least, to alert us to the fact that there would be large gaps between the wall and the lights. We wouldn't have hired them if we had known that they were going to leave us with such sloppy work. This business has dealt with us in a bad faith manner from start to finish.
  
  Sincerely,
  
  Dawn ***

  Business response

  11/29/2022

  We are happy to work towards scheduling a time that is convenient to you all, to drain the pool, acid wash the pool, and regrout the step tile with white material. As mentioned previously, the light is an old school light and will not be perfectly flush in the old light niche ring with new plaster, and we believe the gap is not better or worse from the original state prior to our replaster. The pool light floats in that niche, and does not screw into a fitting/plumbing like the new LED lights would, thus will always be a small gap present. Please reach out to our business line if you would like to schedule a time for us to come back out and take care of your other 2 concerns. 

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roughly Feb 2022 we signed a contract for a in ground pool. Near the end of May/ Beginning of June Payne Pool began installation. Near July 4th weekend the last phase was completed, installation of concrete deck (i.e. sidewalk around the pool). roughly 3-4 weeks went by with no communication. I sent a text to PM and asked when they would come back to fix punch list items. Roughly a month later they finally showed up to "repair" some concrete which was done incorrectly. They attempted to fix it- it is now a 2 colored sidewalk. Still no punch list items have been completed at this time. When they finally showed up to actually do punch list items we did a walk around and what Payne Pool calls "pool school." Pool school was almost pointless because they went through it so fast it made my wife mad because it was basically 'let's get out of here.' Still items on punch list are not completed and PM said that the 2 main items he would take care of. Now one of the people listed on Sunbiz as an officer, Shane Payne, wants to "negotiate" a deal where they get paid for work before work is done. Their reasoning is that they "don't warranty concrete." while no final inspection has been completed AND we have an open contract this should not fall under warranty work. Now the sand filter and pump are leaking and I/ we do not feel comfortable telling them because the customer service is horrible and they want to "bully" us into something we do not feel comfortable doing since this is not what we expected nor is this what we paid for as new construction. Last communication, which has been a huge problem for this company, was Sept. 21st about these issues with no resolution. ***** **** wants me to do our final walk through/ inspection and we feel this is so they can say we are done and I am not going to buy the alarm nor buy the working lock until we are happy.

  Business response

  10/03/2022

  We have agreed to redo the section of concrete deck at no cost to the customer. Our only request is to be paid for work we have already completed. We have even offered to a partial payment upfront to make sure the customer is satisfied with the finished product.
  
  We believe this is a fair and reasonable resolution.

  Customer response

  10/04/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The work that was done to fix the first problem made the initial problem worse than the original. Payne Pool wants to get paid for something they agreed was installed incorrectly and then they fixed it and now want to get paid for bad workmanship. Also, there are 2 sections of concrete decking that were poured at 1.5" to 2" in depth when it should have been 4". PM for Payne Pool has said all this would be fixed and yet management disagrees with their own personnel that they put in charge. Pump has been replaced and is leaking as well as sand filter?? We have paid Payne Pool about 90% of the contracted price, the last 10% is retainer, more or less, and they should get paid when ALL issues are fixed to the customers satisfaction. I should have included pictures to show what poor workmanship looks like and what they want to get paid for.

  Customer response

  10/31/2022

  
  Complaint: 18220341
  
  I am rejecting this response because:

  While on the surface this seems to resolve all issues.  The problem we have is it seems that you are only referring to one section of concrete when there are indeed 2 sections of concrete that need replacing. 
  

  
  In the contract that you continue to use for your frame of reference it says “there is no warranty for any cracking or shifting.”  Nothing is mentioned about poor workmanship, improper concrete depth and/ or no broom finish/ color.  While concrete poured at different times may be a different shade of ‘concrete gray’ nowhere should it be brown or a rust color. 
  
  When the one section was “repaired” the entire section was not tore out, it was poured overtop the old section, and was mixed improperly.  All three of these items CAUSED the cracks, sliding of the concrete and the rust color.
  
  Prior to signing the contract, I was emailing Adam Allen, Payne Pool employee, about warranty items because the contract was vague and I needed/ wanted clarification.  In his response to me dated April 1, 2022 at 2:29pm, he said “there is a one (1) year warranty on all imperfections…”   John, our project manager, during one conversation and during pool school he said ‘give me time and I will fix it’ and referring to the other spot “if you want it fixed, I will fix it.”
  
  So, with this information I believe Payne Pool employees have on different occasions said that items we are not happy with will be fixed.  Now because we are not happy with the product we are being provided Payne Pool management wants to back out of what we considered commitments from the company who is providing us a service. 
  
  Expectations- (1) walkway to be completely tore out and replaced, (2) the thin section is to be tore out and replaced at the proper depth of coverage, (3) no cold joints are allowed, and finally (4) this needs to be done by using the same concrete plant, where the original concrete came from with the same concrete strength ordered.  This will ensure that the color will be closer rather than using a mixer and bagged concrete.  A broom finish is expected since the other decking has been broom finished.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company installed equipment that violates Fl Energy Code - Section 403.9.4 which states all new installation of pool/ spa pumps of 1HP or greater MUST be able to operate at 2 or more speeds. Payne pools installed a 1hp single speed as an upgrade, per Austins text message that they upgrade ALL 3/4 hp minimum to a 1HP pump. They tell me that a 2 speed pump is an additional $1,000. At the time of contract writing and signing I questioned some of the work and they informed that they do all work by FL and or county code requirement. This is not true. The 1hp pump they installed does NOT meet FL energy requirements. Not one employee I spoke with knew about the law enacted in 2012. The original pump installed made a loud abnormal noise. The replacement pump(2nd) was quite for approx. 3 days. It also started to make a similar noise compared to the 1st pump. The pump makes noise on an intermittent basis. A technician came out and listened to the pump and took video/sound of the pump making noise. and confirmed the pump noise was not normal and spoke with his superior and I was later informed that the pump would be replaced with another single speed pump. over a month later a different tech came out and the pump was not making noise at the time and refused to replace the pump even though it had already been authorized for replacement due to intermittent noises. Early on with the noise issue Mr Sanders Payne told me if the noise wasn't corrected by pump replacement that they would install a 2 spd pump. The pump is the main issue, but work was performed without making sure the proper permits were issued and in their possession, which I had to straighten out with county records after 3 weeks of work stoppage due to no permit issued. Also not being reimbursed as promised for damage to owner's tool/sander by employees. They also attempted to perform work without my presence even though I explicitly told them no one was to be on the property without me being present.

  Business response

  09/19/2022

  As we mentioned to Mr. ***** several times throughout the build, we quoted, sold and installed a 1HP single speed pump. Manufacturers have transitioned to making 3/4HP single speed pumps, however, distributors are allowed to keep selling 1HP single speed pumps until current inventory levels are depleted...thus we provide to our customers at no additional charge. We were more than willing to install 3/4HP single pump pump and refund the $100 difference in cost to the 1HP single speed. Customer refused. We then offered to upgrade at cost to a variable speed pump which is what the customer really wants, but for free. We apologize for any misinformation this customer received, but he has a beautiful pool with working equipment. Also to note, we did have proper permits because we passed all inspections with county.

  Customer response

  09/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They never told me several times throughout the build about an additional upgrade to a variable spd pump. I was never given the option of a single speed or variable speed upgrade. they will have to prove that with documentation which there is no paperwork of me selecting single or variable speed pump. it is listed on my original qoute as only a 1hp pump. i was only informed that it was an additional $1,000 when there were noise problems with the original 1hp pump installed. I was told the best way to stop the noise was to inbstall the variable speed pump. I did some checking and found out about the pump law. I then questioned why a single spd was installed when fl law requires all NEW (this is the written in the law) pool and or spa builds are required to have a variable spd installed. ONLY a replacement pump is allowed to have a single spd reinstalled if origionally installed prior to 2012 when law was enacted. I have the conversation in text message. Again. no one in Payne Pool orginization knew of this law until i brought it up. Both owners said to me at different times in separate conversations " AND WHEN DID THIS LAW GO INTO EFFECT ?" I also have in text message that a 1hp pump was an upgrade. A 1hp pump upgrade was paid for. all 1hp pumps are required to be variable speed. that is fact and law. Ignorance of the law is no excuse and as a registered and licensed pool installer in the state of Fl, Payne Pool is required to follow all floirda and or county laws that they provide their services in. As for the permit, we waited 3 weeks for a inspection of elec before the final concrete could be completed. Payne kept saying they will be out, they will be out. no one from Payne pools followed up or called the permit office. I had to go to county permits personally to question why no one has came out to perform the inspection. I was told at the permit office that NO permit had been issued for electrical. They had one for the construction of the pool but not an electrical permit. Mr Payne informed that they did apply, county said they didnt. I was finally discovered the permit was requested but never issued and was archived.. essentially even though i was told by their build cordinator that all permits and equipment had been received and the build could start on certain date. Apparently she had never actually physically checked and or received the required permits. I beleive at this point my next step is to contact a lawyer to see if they are interested in starting a class action lawsuit due to the fact i can not be the only ones they have installed a single speed 1 hp pump causing high consumption of electricity in which this law was brought about to keep from happening.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Chlorinator never worked properly. I paid full price. ******* refuses to fix it. I'm ignored and lied too and given excuses. It's been two months

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/21) */ Contact Name and Title: Sanders ***** Contact Phone: XXXXXXXXXX Contact Email: ************@gmail.com We went by this customers property Monday 6/20 and completed a plumbing adjustment to ensure the chlorinator (tab feeder) worked as intended and has no leaks. We also sent the customer a video of the chlorinator working. We do not offer refunds when the products are working as intended. Please feel free to reach out to us wtih any questions, we hope you are satisfied now!

*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. ↩