Complaints

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wallace Walls failed to inform me when they would be coming onto my property and would show up at various unannounced times. Even after I asked for them to please communicate with me that they would be coming on-site. This continued throughout the project and made my spouse very uncomfortable when she would look out the window and strange me. Would be on our property. Additionally, the work was left unfinished, under the liner there is sharp objects, the liner isnt installed correctly and has allowed water to flow between liner and concrete. The skimmer was not reinstalled properly. The pool has not been able to be used this season and was to be used for business purposes to build relationships with potential new customers. After many emails and attempts to contact the owner without return communication I received a letter from a collection agency for full payment, our contract stated clearly that at the completion of the project payment is to be made. The project is left unfinished and I have not been communicated with in any manner.

  Business response

  08/27/2023

  ****** hired us to do a project, liner replacement on an inground pool, the day before we started liner replacement he added a salt system(not included in original deposit). When one of our crew members arrived on site ****** walked out of the house with a gun saying he was trespassing.  ****** was informed multiple times what day and time we would be onsite to start the project. We attempted to contact ****** many times until finally being forced to call his brother in law to try and reach out. I then recieved an email telling us we were not allowed back onto the property to resolve a small issue and 50% of payment owed was mailed out, the rest of the  payment would not be made until the issue was resolved. We never received any kind of payment besides the small deposit we require. ******* also left and did not pay the water company to fill the pool so I ended up writing a check for just over $1700 dollars to pay for the water that is excluded in our contracts. We were given an unrealistic stipulation saying we are only allowed to perform the work when he allows, regardless of our schedule. At this point i do not feel safe sending our employees or myself to the job to fix the "leak" after numerous threats of violence and police action. We NEVER went to the property without ****** knowing about it before hand. His wife was NEVER home while we were on site. He has multiple cameras around the property to show we never left the pool area or the pump house to add in the salt system. He is controlling and micromanaging to the point we weren't able to perform the work without him breathing down our necks. 

  Customer response

  08/28/2023

  Dear ***/****,

  the information that Mr. ********************** has provided in response to the complaint is completely inaccurate.

  I would like to address the inaccurate information.

  The very 1st day of liner replacement, I was unaware of any arrival time for any of the members of their team. I have all phone records/documentation and emails to show this communication never took place. Upon the 1st members arrival I was walking out of my garage on my rural property with a pellet gun to help aid in the removal of a small animal, just happened to be the same time this team member pulled up my driveway. There was no threat and once he identified himself we laughed it off. Never once was there a threat or negative reaction to any of them being on my property. There were 6 other dates that they had returned to my property following the initial date, there wasnt any threat as this would show they had no problems returning. It wasnt until I demanded communication that this issue became an issue. This is clearly an excuse to not return to complete the work they started. I also have all of the phone printouts from my phone carrier showing the ********************** brothers never attempted to contact me. 
  

  My Wife was always at the home as she didnt work at the time period of initial installation. 

  I asked numerous times for the ********************** brothers to please communicate to me when they would be coming to my property. I also have all of this correspondence to them printed in dated order. They never once complied with this! 
  

  This instance of the incompetent company has cost my family and small business loss in potential new clients and a financial loss in new clients as I was not able to utilize the pool due to the incomplete and poor installation. This are was designated to entertain future clients and business endeavors. 
  

  i have asked via email numerous times for them to complete the work. My attempts go disregarded. 

  Customer response

  08/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  the information that Mr. ********************** has provided in response to the complaint is completely inaccurate.

  I would like to address the inaccurate information.

  The very 1st day of liner replacement, I was unaware of any arrival time for any of the members of their team. I have all phone records/documentation and emails to show this communication never took place. Upon the 1st members arrival I was walking out of my garage on my rural property with a pellet gun to help aid in the removal of a small animal, just happened to be the same time this team member pulled up my driveway. There was no threat and once he identified himself we laughed it off. Never once was there a threat or negative reaction to any of them being on my property. There were 6 other dates that they had returned to my property following the initial date, there wasnt any threat as this would show they had no problems returning. It wasnt until I demanded communication that this issue became an issue. This is clearly an excuse to not return to complete the work they started. I also have all of the phone printouts from my phone carrier showing the ********************** brothers never attempted to contact me. 
  

  My Wife was always at the home as she didnt work at the time period of initial installation. 

  I asked numerous times for the ********************** brothers to please communicate to me when they would be coming to my property. I also have all of this correspondence to them printed in dated order. They never once complied with this! 
  

  This instance of the incompetent company has cost my family and small business loss in potential new clients and a financial loss in new clients as I was not able to utilize the pool due to the incomplete and poor installation. This are was designated to entertain future clients and business endeavors. 
  

  i have asked via email numerous times for them to complete the work. My attempts go disregarded. 

  
  
  Regards,
  
  *****************************

  
  

  Business response

  09/06/2023

  The information and response ****** has submitted is completely and utterly false. 

  ****** has always been informed on what was going on, the start date, and time we would be showing up. He did not walk out with a "pellet gun". He walked out with a Semi auto hand gun holding it in a way to be ready to defend himself. If my employees informed me of this situation before i arrived i would have immediately told them to pack up and leave. 

  His wife was NEVER home while we were there. One sentence proves that, " My wife has the check book so I cant pay you." We returned three times, once to replace a faulty flow switch on the salt system, once to add salt to the pool(same day as liner install), and the final time to replace the skimmer door which was a courtesy as that wasn't in the original bid, neither was the light that we replaced as a convenience. 

  At the end of the ******************** is the type of person that tries to bully people and small businesses. He is untrustworthy, arrogant, and violent when you dont go by his ridiculous schedule. For those reasons that is why a believe he had to contact a company almost 2 hours away to even give him a price on the project.

  We would have been happy to return and take care of any issues, until there was a threat of arrest for returning to the property. 

  At this point, if ****** is so confident then lets settle it in court infront of a judge and let the facts speak for themselves.

   

   

*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. ↩