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Complaint Details
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Initial Complaint
01/09/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed a contract with this company to resurface my pool, start date 12/05/2024 for the Amount of $10, ****** which was paid in full, of this amount, $995 was for aftercare startup of 9 visit, This contract was signed on 11/16/24. I stuck to my agreement, but this company has not, there was a schedule for the after, which was not followed, on several dates, there was a no show, the company claim they came out to my residence and the gate was not unlocked, these were the times, I was unaware that anyone was coming out. I can only account for 3 times that someone came out, the company claims 5 times someone came out, this not true because they are not on my camera. Someone was to come out on December 31st, January 6th and today January 8th, which I was emailed that someone was to show up today, I received an email today that the person would not be about to make it, I was emailed a photo supposedly that someone was out on January 6th, that photo is an old picture because of the white spot in front of the pool, that spot is old, and no one is on my cameras, first and foremost why this company started the work, it was VERY difficult to communicate with any of the workers because they all spoke Spanish, a worker had to call the office so I could speak to someone in English, I speak no Spanish what so every, so at this point, I wasnt a refund of 6 days of no service, and I do not was a refund in the way of a check, I was not allowed to pay this company with a check, so I want the refund the way I was required to pay, this company is the worst experience that I have EVER dealt with for this sum of money, and I also, I was told my pool had to run for 2 weeks constantly, its now been 17 days, And **** was supposed to fix my skimmer door, that was not done, if something happened to my pool , I was this company to be held accountable because they didnt keep their side of the Contact.
Business response
01/09/2025
We finished Mrs ********** pool on Dec 13th. We had her on schedule for startup on Dec 18th but she did not want the tech that we sent to be the one to perform the trip, so we rescheduled for dec 20th when the owner **** performed the startup for her pool. On dec 23th, we sent the tech back there again for aftercare trip 1, however gate was locked. IN CONTRACT, as well as by email, we always ask all clients to keep the lanai / gates that give access to the pool unlocked during the entire timeline of the project which was not the case here. This trip was wasted, but we did NOT charge her or counted that trip. **** went back again for trip 1 and 2 on Dec 24 and 26th (despite the fact that our office was closed and team was out for the holidays. **** performed both trips that week on those days because according to client these were the only time gate would be unlocked that week). On dec 31st, we had trip 4 scheduled, but we could not make it, so we rescheduled for jan 3 which she she was informed about the change. On Jan 6th ****, the owner, performed trip 4 and we also emailed her about the need of a new cartridge (picture attached with proof of date/time he was there). On dec 8th we asked her if we could reschedule trip 5 to NEXT day, because we were running behind schedule due to the holidays, but she requested a refund for the 5 trips that were left. So we gave / mail her a check! She asked the refund in the same form of payment she used but that is impossible since we sent an ACH link / transfer that has already cleared in our end. Refund has been issued at this time for the 5 remaining trips and we wish Mrs ******** all the best.Customer response
01/11/2025
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.
Sincerely,
****** ********Initial Complaint
10/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 8, 2023, I signed a contract with Masters Pool, *********************************************************************************** to resurface my swimming pool built. The original cost of resurfacing was $11,395.00. With add-on cost, the total cost rose to a little over $13,000.00. Masters Pool completed resurfacing my pool in February 2024 after the skimmer and LED pool light was replaced. After resurfacing, At a minimum I had to add water to my pool 1-2 times a week.After a lot of discussions, Masters Pool hired Clear Water Leak Detection to check for leaks. On March 15, 2024 Clear Water Leaks detected a leak coming from the new drain pipe installed by Masters Pool. They patched it with epoxy. They were unable to determine if the light was leaking because Masters Pool completely resurfaced over the light and seal it in. I continue to add water 1-2 times a week. On October 7, 2024, Red Rhino Leak Detection inspected my pool for leaks. Red Rhino discovered a leak behind the new LED pool light. ********* inspection report state Found leak inside broken pool light conduit. Unable to remove light from housing due to fresh surfacing. The light itself has been surfaced in and cannot be removed without breaking it up.On October 14, 2024 I received an email stating neither the light nor the drain pipe was part of the contract. Masters Pool knew or should have known the light should not have been sealed in. If Masters Pool did not seal the pool light in, this would have been an easy fix according to the pool supply company and the leak detection company. The drain pipe was installed by Masters Pool as part of the total installation of the new skimmer. On October 14, 2024, I paid Red Rhino $$2,245.00 to drain my pool, unseal the pool light, resurface the light properly. I had to refill my pool. I am requesting Masters Pool reimburse me for their negligence. Also, I request the drain pipe be properly repaired. I have not had to add water since Red Rhino corrected Masters Pool errors.Business response
11/01/2024
Mr ******* originally contracted us to do the resurfacing of his pool, install new tile, new skimmer and do the aftercare (1 month/9 trips of pool care). During the project we had to also repair a crack on tile area and do the delam / removal of hollow spots (all described on invoice attached). We were NOT contracted to install a new light or new main drain - both areas he mention that had leak. Including with every resurfacing ice provide a new main drain COVER/ but this is not the actual main drain replacement.Initial Complaint
03/27/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I went under contract with this company to resurface my pool. When they started the project and eventually got half way through they told me that there were unforeseen issues and they needed an extra $2,500. I felt I had no options so I agreed. I asked them to send me the CC link being that this was an additional amount of money that I certainly was not expecting and they told me that they did not accept CC. (See attached email thread). This went back and forth for 3 separate emails before they just responded with a CC link. I should have known better at this point but again was just trying to get the project moving. After lying to me 3 separate times they finally accepted the Copayment and resumed the project. Before the last stage of the project they demanded that I pay the final payment and balance or they would not be finishing. At this point I am not going to make the same mistake again. In addition to this they dropped an electrical cord in the water of the pool, shorted out the breaker panel and then told me it was my responsibility to fi. I told them that my next phone call would be to their insurance provider and then they finally addressed the situation. Ultimately I just want them to finish the project. Michael C. Masters Pool Mar 13, 2024, 9:52 AM (12 days ago) to me Good morning! Payment would need to be ach/checking through the link or as I mentioned in my text, if you don't want to pay through the link then you could write a check, send picture of front and back, and we can mobile deposit for you. Thank you! ***** *******Business response
03/28/2024
Mr ******* signed on March 1st a contract with our company to have his pool resurfacing done which consists of 3 possible payments: deposit, payment for extra prep work if needed (old finish failed/hollow spots) and then final payment. Once we drained and inspected his pool we determined that extra work was necessary to have the pool suitable to receive the new finish. That potential extra charge is also mentioned on the original contract and discussed in person to Mr ******* when the contract was signed as we can not inspect the pool with it being full. He agreed with the extra charge / extra work needed (email attached). After performing the extra work, Mr ******* wanted to renegotiate the final payment terms of the original contract. We do not negotiate terms after contracts are signed. We went above and beyond by accepting credit card payment for the extra prep which is not company policy just to have the work done as he claimed he did not have the money for the extra charge. However, the terms signed on March 1st before the job began are firm and must be kept in order for us to perform the job. As we did not agree to renegotiate the terms of contract, he then disputed the payments made with his credit card company which was a service that he approved and it was completed by that time! This failure to make payment as laid out in the signed contract has led to the cancelation of his job.Customer response
03/28/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
***** *******I have never wanted or requested to “negotiate” terms as you suggest. Once again the deceit is unacceptable. You lied about not accepting credit cards, and now this. It just is really poor practice to lie, especially if you are going to document it
I am seeking a very simple solution: Finish the job that you started and I will be glad to pay the full and agreed upon balance.
I would love to believe differently, but the fact that you were so adamant about not accepting credit cards as well as insisting that payments are made BEFORE work is done seems to be a glaring indication that you have had problems like this in the past, and would like to capture all of the consumers money before completing the project. This is the real concern, and should be for the consumer.
A contract goes both ways. Although you suggested that you “cancelled” the contract, that can not just be done. You as the company are a sell under contract
I am requesting that the work is finished before further escalation ensues.
There is just no need for all of this. All I want is the project finished.
Customer response
04/03/2024
Complaint: ********
Masters Pool left a construction mess in my backyard with a gutted unfinished pool. I had to hire a different company to finish the project. I would like to have Masters Pool refund my down payment.
Sincerely,
***** *******Business response
04/03/2024
Last time we were in Mr ******* property was to prep his pool - picture attached. We collected the buckets and tools in the picture before we left, but obviously we didn't clean up the deck dust or collected trash left from the hollow spots we removed from his pool because there was still more crews/more work to come after that prep stage. The clean up/trash pick up happens once we are completely done with the pool resurfacing which is the day of the pool startup (once the pool is full).
However, we never got to that point as Mr ******* BROKE the contract that he SIGNED with our company and refused to make the payments he previously agreed on. On top, he disputed with his credit card company the payments he made for the removal of hollow spots which were extra cost (we also have his authorization to do that extra work and his authorization for the extra cost. The extra work was completed, paid in full but then he disputed as he was upset over the original contract terms. Since we refused to change the terms half way through the process, terms which he signed for and was aware from day one, he is now complaining about everything and anything. And did not allow us to finish the work by not paying / following through with the terms in the contract he signed.Customer response
04/03/2024
Complaint: ********
I am rejecting this response because: It is entirely evident how Masters pool operates simply by reading their response . I am not here to argue so I will just simply reiterate my request that I have already emailed them on several occasions now : please provide your company’s General Liability policy number via a COI as well as refund the money I paid for the work that was never completed.
this is a big lesson learned on my part and hopefully this public complaint serves the purpose of warning consumers NOT to pay up front for services prior to them being started.
I look forward to Masters doing what is legally obligated of them to do ( providing insurance policy info) as well as what is ethically right ( refunding for the work that wasn’t done)
Sincerely,
***** *******Business response
04/03/2024
The deposit he paid does not even cover all the work completed (drain pool, remove all hollow spots/full delam, new fittings, new MD and bond kote/prep). He still own us for the extra prep we did on top of the deposit he has made. We have provided Mr ******* our attorney information and he can go from there since he refuses to comply with his obligations from a contract and terms he signed and was aware from day 1.Customer response
04/04/2024
Complaint: ********
I am rejecting this response because:Once again, the dishonesty is just unacceptable and unnecessary . See attached screen shot of email where Masters pool says "Any questions...can be taken up with our attorney". You did not provide the attorneys info. I would appreciate it if you did. Also, as I have asked now on at least 6 different occasions, please send over your company COI general liability information. This is something that the consumer legally has a right to obtain. It is concerning that you are doing everything you can to not provide your company insurance info.
Please send over the following:
1. Company insurance info
2. Your attorneys info
Sincerely,
***** *******edit update: I responded to a recent message from the business but then realized that they had in fact given me their attorney info. I'd just like to add that to my response. Now I am just waiting for their insurance policy info.
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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