Complaints

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This has been ongoing since 2021. Our Paramount Ozone 3 quit working. We called the warranty department, they said that the parts were not available due to Covid causing shortages and that there was nothing they could do at that time. We understood. We called several times for months to where they eventually told us to call them directly, I guess to show that the parts still weren't available. They then stated that they would get back to us once it was available. Of course, they never got back to us. Time pasted. Frustrated and annoyed that they couldn't follow through with the warranty, we found that the ozone light was $150. This was purchased and the electrical contractors that were part of the installation of the pool, then hooked the part of the system back up and tested it after the bulb was replaced and still did not work properly. They said that the Ozone system was back and had to be replaced. So, now we paid for the light and the electrical contractor to come back out to find that this was not the remedy. Since we have been back in contact with Natural Springs Pools (3rd person answering warranty claims since this started) to find the same runaround and lack of proper response. They finally sent someone out with only 3 days left of the service agreement (having to call back to get them out). Their tech apparently was misinformed of what the problem actually was, left with saying anything and had no intention of returning. We had to call yet again (2 days later) to figure out what was going on. They called the tech that came out and talked to ****** to discuss. Still no word, now 3 days beyond their service agreement time frame (30 business days of when the new invoice was created). So here we sit with the constant back and forth with nothing being done. This appears to be their normal operating procedure according to what I have been reading online. A shame, the made a nice product.

  

  Business response

  07/02/2024

  We are very sorry for the extended warranty claim. While it is our goal for 30 business day turnaround timeframe, on the rare occasion, it may take longer especially when it involves ordering new equipment and several diagnosis attempts.
  Homeowner called in on 5/9/2024 regarding an issue with his UV/Ozone system and interior that we had installed during the construction of his pool in 2019.
  Since he was over his 1 year warranty for the interior with NSP, homeowner was advised to contact Wet Edge Warranty claim guide as well as spoke to the reps at ******** about having his pool evaluated. (closed item)
  ******************* had stated he has had continuous issues with the UV/Ozone System since the pool has been completed and that it is currently bypassed, he stated that his pool was completed during COVID times and that the system in place could not be completed because of some parts at the time that were back ordered. Our warranty department spoke with ****** regarding the issue and assigned a work order to ***** to have him take a look at it since it seemed that there could be an issue from when the pool was completed. ***** went out 6/17 (28 business days after claim was received) to trouble shoot the system, he was not exactly sure what was going on because the unit did have power and appeared to be working. After ***** spoke with ****** it was determined that ****** needed to return to the home and further evaluate the system since it could be a bad ballast or light bulb. Unfortunately, since he was there at the end of the day warranty did not get a proper update to the homeowner until the next day(6/18), in which he was upset that ***** left without talking to him. 6/19 The homeowner sent additional information regarding the issues on his UV/Ozone System, warranty replied that they were waiting for ****** to get back with them on a game plan.Thursday went by and no correspondence and then Friday late afternoon after warranty left for the day. The customer emailed that he was upset that ***** had left and had no intentions of coming back and that the work order wasnt completed in exactly 30 days, warranty did not answer since it was after hours on the weekend. Monday warranty answered his email apologizing letting him know ****** was working on getting him in the schedule this week, and emailed him an hour or so later with ****** phone number for possible troubleshooting and scheduling. (all before we knew about the BBB complaint, we received complaint on 6/24) ****** went to customers home 6/25 to check the unit and found out the ballast is bad which means the whole unit needs to be replaced. He is working on getting a replacement through *******.
  We have had a total of 16 email exchanges since 6/14.
  
  In conclusion, we were under the impression this could possibly be an issue that started when the equipment was installed due to COVID shortages at the time.***** went out there and could not see an issue with the installation of the unit in which he referred back to ******. ****** needed to go check the unit as there could be a bas ballast or bulb which you have to take the unit apart to troubleshoot and ***** was not capable of that. ****** returned the following week (6/25) to find out that the ballast is bad in the system and the whole unit needs to be replaced. Even though this is not covered under warranty,****** is still working on getting it replaced at no cost to the homeowner.****** is in contact with the ******* rep about the situation to see if we are able to pick up a unit or have one sent to us. Homeowner updated 6/26.
  Again, we apologize for any inconvenience.

  Customer response

  07/12/2024

   
  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.They came out today and replaced the unit needed. We are pleased with the outcome and thank them for taking care of this matter. ******* was a pleasure to work with and was very responsive with communicating with us. We want to thank her and ****** for getting this completed.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 2021 we contracted with Natural Springs Pools for $80k to build our dream pool. Natural Springs broke ground in February 2022 and we FINALLY had a pool completed a year later. It has been a year of H*** with this company constantly chasing after them for status updates and details. Never any communication!!! March 15, 2023 I reached out to the warranty department via email due to our waterfall not working properly, followed up on March 21st since I never received a response. ************************* with Natural Springs responded on March 23rd that she would have ****** come out and take a look. ****** assessed the waterfall and expressed that he's never seen this type of issue and he would send another guy named ****** out to look at it. March 30th I reached out to the warranty email box again and advised ******* that we haven't heard or seen ****** yet. I received a reply from ******* April 3rd stating that she needed to get with ****** and see what he has scheduled for the week. Well here we are April 13th and I have yet to hear a word and I'm SICK and TIRED of continuously chasing after this company. They need to stand by their warranty and repair our waterfall!

  

  Business response

  04/21/2023

  Good morning. 2020-2022 were most certainly difficult years for our industry and the world and our build times were definitely extended and not the norm. "Never any communication" is certainly not true, but we are sorry that we fell short of your expectations. In your *********** book, it does state that Natural Springs has 30 business days to resolve any new warranty claims. ******* was out of the office for several days which lead to the delayed response to your email as she worked through her missed email in the order they were received. We placed your work order on schedule, so there was no need to chase ** down. Again, we apologize for not meeting your communication expectations.  Your work order was completed on **** where we found your decorative water feature on your pool completely clogged with oak tree debris. We replaced the decorative water feature and it is working properly now. This was done within the quoted 30 business day timeframe in the pool school book. We will take your feedback to work better.

  Customer response

  04/21/2023

   
  Complaint: 19931056
  
  I am rejecting this response because: Mosaic tiles were broken in the process of repairing the waterfall. Once this is repaired we can revisit accepting a response. As for ************ Book", unfortunately we never received one so we would have no knowledge of a 30 day warranty repair window. It would be nice to have one going forward! 
  
  Sincerely,
  
  *******************************

  

  Business response

  05/01/2023

  Your cracked tile should be repaired this week. The tiles had to be ordered and we had to located your grout color as our normal distributor does not carry your color anymore. You should have received your pool school book at the time of your pool school instructions, as this is when every customer receives them. We would be more than happy to get you a copy of this document.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were contracted to build our pool as a part of a relationship our builder has with Natural Springs Pools. We started our conversations in August 2020. We selected a White ****** pool paver in February of 2021 and signed off on the final agreement March 25, 2021 with the selection. On September 9, 2021 I received an email from Natural Springs Pools informing me that our pavers were unavailable and they offered me two other options that they offered as an upgrade. They offered me a white marble and an artificial plastic option, both awful and not near what I had selected and paid for an upgrade for. I was forced to select from these two options and expressed my concern and dismay in emails questioning the material and the staining even on the sample. I had asked for instructions on how to clean it as the sample itself was stained and unclean able. Once installed, I had expressed to every representative from Natural Springs that the pool pavers were not acceptable especially because they have to be pressure washed weekly in order to be cleaned. We have spoken to them regarding the pool paver for almost one year now and have asked them to provide a reasonable resolution. If you walk on the stone foot prints and stains imprint on it. It is not a product that Natural Springs sells customarily and is not on their showroom floor so I feel like I was taken advantage of by being forced to select a product last minute. I have tried to address this with every level person at their company, but they have since fired everyone in the warranty ***** I have left messages for the owner and supervisor with no response. I understand they are a small business and it is expensive to fix but I am a paying customer that has already paid a great deal of money for a product I never ordered. Everyone in the sequence of building a pool got paid and I was left with the product that no one wants. I am trying to resolve this matter by having Natural Springs replace the pavers around my pool.

  

  Business response

  03/09/2023

  The customer was advised on September ************* unfortunately her original deck material of White ****** (level 2 upgrade)was stuck in transit in ******. (This was during all the shipping delays during COVID).

  
  In the email stated from Natural Springs..We asked the customer if she would like to wait for the material. We advised her that our stone rep was calling around to see if any other stone lots had white ****** available. Unfortunately there was no anemone available anywhere. We removed the White ****** from the showroom immediately as it was not an available option.

  
  In the event that she did not want to wait we had a representative from Natural Springs bring 2 samples to her home to look at. They were Speckled Summit and Sherpa Sand. These were both man made products. They however NOT PLASTIC as the customer is stating. They are a mixture of Stone, concrete and travertine and they are very durable. The customer inquired about the cleaning of that material, in which our representative was verifying with the manufacturer but did advise the customer this material was way more densethan her original selection.

  
  The customer was IN NO WAY forced to pick something. She was offered many more than 2 options. We have a months worth of emails, sending her photos and links to many different products that were available. The customer did not like any of the available options through the links stating they were to tan and wanted to keep something white like we originally picked.

  
  The customer came into the office on  Sunday, October 10th to look at the MANY deck material options. In our showroom, she chose Snow White *********** Marble (level 3 upgrade). Our sample in the showroom is NOT stained. Our representative sprayed the sample with plain water from a squirt bottle we keep by the deck material to show the customer the wet look the pavers get once sealed.

  
  We got the ok from the owner that we would NOT charge her any extra money for the Snow White *********** Marble.
  She received an upgraded deck from the level 2 original choice at no extra charge.
  

  The customer wanted a white deck. To be honest, no matter what color or material the customer chose as her deck, her deck would need constant maintenance with cleaning etc because she has a huge oak tree above her pool (she does not have a screen enclosure) and children. Materials that fall from the oak tree are very high in tannin and this stains any deck color or material. Unfortunately, it appears that she has MANY oil type stain on her deck (specifically on her lanai) caused by food or oil type substance. Again,Any material/color will stain with oil marks if not cleaned immediately.
  
  Directly after the pool was completed, we pressure washed her deck and it was beautiful.
  The customer advised us that she had a pressure washing company come out and they told her the material was bad and they wouldnt seal it.
  
  **We have had a half dozen customers with the same Snow White *********** deck that dont seem to have these issues.
  
  Natural Springs a sent a representative to clean her deck once again in good faith. And again, her deck was beautifully cleaned. We recommended to have them sealed.
  On February 8th, we received an email from the husband that they were willing to live with these pavers provided that Natural Springs can pay to have that done for them.
  We were, and still are offering to clean and seal her pavers for her at no charge.
  
  She indeed DID speak with **** who is our Operations Manager and asked for her deck to be replaced. Our operations manager advised her that we would not replace her deck. She advised on the phone call with our manager,that she is going to post on all social media and in her South ***** Moms groups.
  
  We have since gone to her home to look at her pool project again (March 2nd) and advised her that we would take care of a couple items (not related to her deck sealing) that she was not happy with. Her deck AGAIN, especially on the lanai has many new oil type stains (mostly likely from spilled foods from children) and staining from the above oak tree.
  
  However, as we stated in the email, once the deck is sealed the pavers will be easier to clean as the debris and liquids will not be able to set into the stone. Once the deck is sealed, you will need to keep up with the deck cleaning in order for it to be completely clean all the time. This goes for ALL decks regardless of the material.
  
  Our offer still stands to pressure wash and seal her deck (one time).We will not be replacing her deck.
  
  
  

  
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We used this company to build our pool. In December we informed the company of a crack and leak in our pool that was not handled until February 10, 2022. When they came to fix this and do a patch they still hadn't fixed correctly. The pool interior has a noticeable defect and as a result has made my one year old pool depreciate in value. The warranty of the interior of the pool is due to expire 8/20/22 and I want the company to fix this or reimburse me for the pool interior. An email sent by Janice Drake, warranty coordinator at Natural Springs Pool said in an email on April 18th, 2022 "the pool will NEVER look like the same again" and that was the last communication. They have come several times to do an acid wash and sand it down and it still does not look good. I would like them to get the interior done correctly and before the warranty expires.

  

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/06/17) */ We are sorry for the harsh emails from Janice that left you under the impression that we would not come back.Janice is no longer with the company. Jamie has been in contact with you multiple times. We have provided you with the attached letter and the wording in the letter is as follows.... "The following information contained in this letter is to provide the *******'s with recourse on the shell and interior repairs completed on the pool at the home built by Natural Springs Pools. The shell of the pool cracked and Natural Springs contacted Elite Gunite which repaired the shell. Florida pool Finishers followed up to make the repair to the interior. Mrs. ******* expressed she was not pleased with the appearance of the patch. I have worked with Florida Pool Finishers to try to better the appearance of the patch. The patch was then polished by Florida Pool Finishers and still not accepted by customer. Mrs. ******* was asked to wait for 60 days and see if the patch would blend being under the chemicalized water. The patch has not changed and is still not acceptable after 60 days. My discussion with Florida Pool Finishers are as follows. This patch is as good as its going to get. I have informed Mr. ******* I will attempt the patch myself later this summer. It is of course under warranty and is to be corrected within Industry Standards. The date of the re patch will be determined by me as to ensure proper materials and time needed for repairs. Mrs. ******* has been very patient and merely needed this letter for peace of mind and insurance that she will be satisfied with he pool once the repairs are to her satisfaction Consumer Response /* (3000, 7, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The letter does not reference the conversation I had with Jamie Norris that if there attempt to fix the patch still does not correct the issue that they would have the pool finish redone again. The pool warranty expires as of 8/20/22. My concern is that after that I will have to keep what ever patch fix is there. I sent an email to Kristina Eaton the Warranty Coordinator on 6/15/22 explaining this, and as of today I have received zero response, I also attempted to call Jamie Norris Head Of Warranty on 6/21/22 and again 6/24/22 and have not received a return call. I just want the reassurance in writing that they will comply with fixing it or redoing the pool finish if needed after warranty expires on 8/20/22 and that was not clearly communicated in the letter. Business Response /* (4000, 9, 2022/06/29) */ We apologize with the bit of phone tag with Jamie. He did advise us that you two had a lengthy call a few nights ago. We have amended the letter to address the dates of the warranty. We have attached the updated letter for you. Consumer Response /* (2000, 11, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) What are the industry standards? This needs to be properly clarified.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  NSP built the pool for our new construction home that was completed in March 2021. The pool itself has been wonderful and I have no complaints regarding it. However the company also built a stucco wall at the back of the pool deck that has been the source of issues for over a year now. Immediately it was clear the wall was not of professional quality. It was crooked and uneven, so much so that the paving company installed the pavers in a crooked pattern also. There was also stucco all over the pavers on the top of the wall, which would run down the wall in ugly orangeish-brown streaks when it rained, and dried stucco clogging up the deck-o-drain. It took about 3-4 months to get NSP to even begin resolving it. Once they did, I had Sean, their warranty coordinator, as my main point of contact. He acknowledged multiple times to me how horrible everything was. He took pictures and said he showed them to the owner, and the owner committed to getting everything fixed. There were some positive developments at first. Their stucco person, Pedro, came out and started working on the wall. He got some of the stucco off the pavers on the top of the wall and started shaping up the wall in places, although it was clear he didn't really understand the ultimate objective. Multiple times, Sean had to meet him out at my house and show him in person what he was doing wrong. They did replace the deck-o-drain at this point, which was a positive. Over time, Pedro came more and more unreliable, and it was clear that he had personal issues. He would bring a woman with him who didn't work for the company to help him. He dropped his cell phone in my A/C unit, which forced me to have to call the A/C company. The crooked pavers did get re-installed, which is one positive aspect of all this. There is more, but I am out of space. I haven't seen Pedro or heard from Sean in months. Calls to the warranty department go unanswered and unreturned. I believe they are screening my calls.

  

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/03) */ We greatly appreciate you bringing this the general offices attention. It appears you were speaking solely with the warranty department. None of those employees are with our company anymore, nor is the stucco company doing work for us anymore. We are sorry that you were not getting a response as of late from them. We have already been in touch with your homebuilder and will work to get this stucco issue resolved AS SOON AS POSSIBLE.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My pool was never finished properly. Now more then a year out from the original completion but still dealing with the following issues but no one will call me back from their office. - Pool interior still needs to be redone. Marks and lines all over the place. Not one single level surface - Screen door tension rod still not replaced. Door slams hard every time. - Pool seems to be leaking some where. I have to put water in it every two weeks or water drops below skimmer. was down salt a few weeks ago. Had to put in an entire bag - Still waiting on a new washout hose. interior company took mine when they attempted to redo the interior.

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/08) */ Thank you for the opportunity to respond. We are sorry you feel the need to place this on the BBB. Your original pool interior was installed in your pool in July of 2021, so it has not been over a year since your pool was complete. We did re-finish your pool in August 2021. You advised us that you were not satisfied with the second interior finish we installed for you. At this point we had to schedule a site visit with the manufacture (Feb 2022)representative for the interior finish. In their report they reported there was not any defect in their product. Since your BBB claim, our tech has installed the new screen door pull so that it closes softer. Also there was another site visit made on 4-7-22 to discuss options for the 3rd interior finish. Our office will be in contact with you regarding solutions. Adding salt to your pool is part of regular maintenance. We have not previously been notified of a leak. It has now been added to the work order list associated with your interior finish.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a contract to have Natural Springs Pools build my pool in March 2021. In August 2021, I got paperwork indicating the pool would be done in "mid-November." Just before Labor Day weekend 2021, NSP called to say the crew would be out to stake out and dig that weekend. I was out of town Labor Day weekend, so I asked them to come out a few days early for the layout or wait until I returned, as I wanted to see the layout before it was dug. The said they would wait, but I came home to a dug pool, which necessitated a change order (over $2000) to revise the layout. The rebar was installed and the pool shot by the first week of November. Essentially no work occurred until mid-December, and only upon me calling daily to receive updates. Finally, in early February, the travertine deck was installed and beautiful. However, the stucco individual took weeks to show up, would arrive and then leave, and left tools all over. He arrived one day with his girlfriend, and the two had an explosive argument. She left makeup brushes, hair supplies, pizza, etc. all over the yard, the hose was left on, and there was stucco smeared on the travertine and my fence. A clean-up crew arrived to clean the deck and used a citric acid cleaner which destroyed the travertine. We waited weeks for new travertine. When it arrived it had a different name on the pallet. I advised NSP of this the same day, and they did nothing to correct the issue, so I understood the color was correct. The install crew arrived a week later, it was the same crew that improperly cleaned the travertine, necessitating the replacement, so I called NSP to make sure this crew knew what they were doing. I was assured they did, but the crew clearly did not: they failed to follow the correct pattern, pieces are sticking up, moving, and chipped, and the color is also completely off. NSP has been entirely unhelpful and largely unresponsive. This is a shortened and incomplete summary of issues due to character limits.

  

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/04/04) */ Thank you for the opportunity to respond. On March 30th via text messages between you and the construction department regarding the excavation of your pool are attached. You gave us permission to excavate the pool while you were out of town. Regardless of if you were home or not and decided to change the pool, a change order would have been necessary to redraw, reprice and re-permit the pool. The original pool was dug at the beginning of September. We received the approved revision back from the City of Tampa October 15th. The pool was reformed and steeled at the end of October and inspected the next day. The pool was shot with concrete at the beginning of November. The electrician was informed of your job at the beginning of November; however, they were 4-5 weeks out in their schedule. The electrical work was done at the beginning of December. The stucco work on your job, you were not even contracted for, so you essentially received that work for no charge. After that incident at your house with the stucco crew, we are no longer using that company. The diluted solution the company used to clean the stucco in no way should have damaged the outside border of your travertine decking, but unfortunately it did stain the outside border of your deck. The deck was installed (We did NOT send the same crew that did the clean up to do the deck install.) No one in our company has record of you calling to inform us of any incorrect material being delivered on day of delivery. We did get notification from the manufacturer that you called them directly. They advised you it was the correct material delivered with the wrong tag. The paver manufacturer rep made a site visit and stated the material was correct. We had a Natural Springs representative go inspect the material as well and agreed with you, that even though the manufacture stated it was correct, we agree it was a shade off. We fought with the manufacturer to send a different lot of pavers to your home that were delivered on 4-4. Your deck will be corrected with the new lot of pavers we ordered. You stating Natural Springs has been entirely "unhelpful" and largely unresponsive is a complete false statement. Your desired resolution you requested on the BBB is is to 1)Repair and replace Travertine...we are already doing so. 2)A credit for a "nightmarish experience" .... We do understand and share in your frustrations. We are building you a quality pool in an extremely trying time. Construction in general is stressful and issues pertaining to each individual job are unique, and that is our job to work through them when they arise, which we are doing. We do not offer compensation for a customers perceived "nightmarish experience". Consumer Response /* (3000, 7, 2022/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) At the outset I find it important to note that because this sort of back and forth generally is unproductive, and I suspected your response would be unhelpful, I would like to clarify that I only filed this complaint because someone within your office advised this or a poor Facebook review were the only ways I would get any corrective action. Therefore, I do not feel compelled to respond to each inconsistency raised in your spurious response. However, the attached text messages show I not only called but also texted Lauren (construction department) regarding the label the day the travertine arrived. Baystone said galaxy silver was the "old name" for Aqua Grey, I asked NSP to confirm, you did not. Additionally, and without limitation: change order would have been less expensive had pool not already been dug; NSP did send the same crew to install new travertine as the crew that used the improper cleaner. Pete confirmed when I called upon the crew's arrival that Mario sent same crew to fix what they had messed up (fair enough if they know what they're doing, unfortunately they did not do the work correctly). Pavers delivered 4/4/2022 were not enough to complete the job. Had NSP come out last week to assess what was needed perhaps we would have received enough materials to completed the job. I appreciate that Mario will attempt to pick more up tomorrow but remains to be seen if he will be able to since material evidently came from Orlando. Even with additional material, I am not sure the deck is going to look the way it did when initially completed. Everything simply looks off color-wise, which is not being corrected with the newly installed material. The deck was beautiful when first installed, and it's incredibly disappointing that it seems it never will look like that again, despite the expenses associated therewith. Again, I do not want to engage in a back and forth, and I would not have filed this complaint but for your own office suggesting it, as it seems such complaints rarely yield results. Nevertheless, we are nearly 5 months past the completion date, and I have had a construction zone for a backyard for seven months. This is unreasonable on all accounts. Compensation for the inordinate delays and destroyed materials (including my fence which still has stucco on it, see attached) does not seem unreasonable. Further, I do not have time nor energy to call every day to manage this. It is nearly 10pm and rather than enjoying my evening I am responding to this - I did not pay this amount of money for a pool to moonlight as a construction manager. Indeed, even today I was unable to go into the office because I was waiting for Mario - and he did not even provide the requested "heads up" regarding his arrival so I could schedule around him and be able to talk to him. Such a simple courtesy being ignored is astounding, to say the least. At all events, the deck needs to be corrected and the pool needs to be completed. I would appreciate some acknowledgement of your shortcomings rather than excuses. A call an owner or manager would go a long way. Business Response /* (4000, 10, 2022/04/06) */ The owners and construction department had a conference call with Mrs. *** to discuss and address all of her concerns. We advised that all we want is to finish her pool and for her to be happy with the finished product. The field superintendent will continue to work with the subcontractors and the homeowner in order for her deck concerns(and any other concerns that she may have) to be corrected. Consumer Response /* (3000, 17, 2022/04/28) */ The deck still is not done. Travertine was delivered Friday. I immediately notified the construction manager of delivery and was advised he would let the crew know. I contacted NSP Monday and Tuesday to inquire about the status of the crew. Yesterday (Wednesday) I was advised the crew would be out "Friday at the latest." I contacted the crew this morning (Thursday) to see when to expect them and was told they would be here Saturday at the earliest because NSP did not notify them that the travertine arrived until Tuesday. This is astonishing, and I am not sure why NSP would wait five days/three business days to alter the crew that materials had arrived. This deck issue has been ongoing since later February, and my pool has been under construction for 8 months, which is unreasonable by any measure. Business Response /* (4000, 19, 2022/04/29) */ We are trying everything we can to make you happy and make this right. After multiple deliveries of pavers that did not match the existing deck, the conclusion was to replace the entire deck. The new pavers were originally set to be delivered on Monday. They arrived 1 business day early. We DID advised the deck crew on Monday because they were actually in our office on Monday morning. We have been in communication with you regarding everything. Yes, the deck crew advised Friday at the latest, however they can not pull off their current job to start another, and unfortunately they ran behind on their current job. All we want to do if to finish your job, as delays do not benefit us in anyway.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Paid Natural springs pools over $4000 and agreed to a contract. Also paid a engineer $2677 which they referred me to make sure pool can get installed and paid $1200 on tree work and also another $250 to the Hillsborough county to get approval for pool. Natural Spring pools said I had to get a variance from Hillsborough county which when I asked for they help. They didn't answer phone or emails until I finally show up at their office. They also said because of covid that it will take very long to get pool installed. Well I finally got information from county and forward to them and now they want to charge me 50% more for the same pool. I don't believe that I show have to pay an extra 50% for the pool and when I explained to them that we had a contract. They said that they never sign the agreement. But, they still hold my money. They now want to just refund me the $4000 for the down payment that I made. But, they should build the pool or refund me the down payment and at least the engineering work of $2677. I'm not even asking for tree work done or county charges. Please help Thank you ******

  

  Business response

  04/15/2022

  Business Response /* (1000, 5, 2022/03/24) */ Your perspective pool was designed and quoted 2020. You gave your deposit of $4132.50. Regardless of what pool company you chose, you would have needed a buildable lot for a pool. Your sales person recommended an engineer to determine if your lot was buildable. Again, regardless of what pool company you went with, this would have needed to be done. Also, it was determined that you have a preservation lot by the county and a variance through Hillsborough County needed to be applied for to determine if you were able to build a pool on your lot. Natural Springs printed out the information for you and gave you a contact phone number to aid in your variance request. We DO NOT and NEVER have done a variance for a customer. This is 100% the customers responsibility as advised to you when the paperwork was given to you. Based on some of the preliminary information your received by the county, your lot has even more restrictive setbacks than originally believed (and what we originally designed your pool with) because you sit on a preservation lot. Based on that preliminary information, we would have had to redesign the pool and price it at the current 2022 pricing. As you were made aware, pool construction costs have gone up TREMEMDOUSLY since 2020., We can not design a new pool and price it with 2020 pricing (our pricing system does not even have the ability to do that). You were told by your salesperson,our accounting department and our owner that we were not able to re-design or build your pool at 2020 pricing. As you told our owner when you spoke with him on 3-23-2, you couldn't afford a pool at the current pricing. We mailed you back your deposit check on 3-15-2022 via certified mail to your home address, tracking # XXXXXXXXXXXXXXXXXXXX. The tracking # from USPS confirms it was delivered to an individual on 3-17-22 at 12:27pm at your home address, even though you are stating you did not receive it. We would be more than happy to mail it to you again or meet you and hand you your full deposit. We are not willing to pay for any monies you paid to any other entities other than Natural Springs Pools. Again, regardless of what pool company you originally chose or decide to go with (if your lot is deemed to be buildable), you would have had to do the Engineering/tree work and Hillsborough County Variance. Kindly advise if you would like us to mail your full deposit again or meet to hand it to you. Consumer Response /* (3000, 7, 2022/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They should build the pool at the contract we agreed or pay for my expenses that I occur if they refuse to build it. I had contacted numerous times and they never returned my calls. When I finally talk to manager the other day he said that he never sign my agreement. That in other words we don't have a contract. But he still has my deposit all this time. Really poor business. Business Response /* (4000, 9, 2022/04/05) */ Mr. *****, We are unable to build you the pool you had designed and priced out in 2020. 1) We are not even able to build you that specific pool based on the information your found out from the county at the 50'setback(it was originally thought you had a 30' setback). We would have to re-design the pool(to see if a different pool would even fit) at the current pricing. We do not have a way to price out a totally different pool at 2020 prices. You were dealing with your sales person via email. We already attempted to send you your full deposit back in-which the post office verified they delivered via tracking number. Would you like us to RE mail your deposit to you or would you like to stop by the office and pick it up?

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