Complaints

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This pathetic company sold me a hot tub that has never worked. I have connected with the owner *** twice a week and he has refuse to respond to any text messages. He will only respond once a month. Has “fixed” the hot tub twice and it still won’t work. Has also offered to “exchange” the hot tub. The current hot tub continues to leak and we’ve only used it twice in the 6 months that we’ve owned it.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We worked w/ Graceland Pools-Address is different on contract. It has *** ****** ** ********* ** ******  & the phone # is ************* Other victims are saying they change the name of the business & contact info when they start getting overwhelmed by people they are ripping off. The County Atty affirmed this. They advertise as ********* ********* on facebook Marketplace, so you cannot see all complaints that are everywhere! it is only when you sign the contract that you actually see the business name. Then you are stuck. You can look up the business & the complaints are insane. They know how to manipulate the system. We have a 1-year warranty via the contract, but we also have a pool that is leaking from a torn liner for the 2nd time. We have been contacting them for weeks/no response. The original complaint to them was because the vacuum was not working. No response. We hired someone to fix this. Now we are losing water because of the torn liner. The company put a piece of metal in this area for the pool & it tore the liner once & after a month of begging, they finally replaced it the 1st time. But, much of the sand also washed out & we asked if this would affect this piece of metal, & they said no. Except that it did. The contract started on March 31, 2023 and was supposed to be complete in 2 weeks. 2 months later is when it was "finished" except then the liner tore & we ended up having to buy our own stairs & take this amount away from the contract because they couldn't find the steps we ordered? We also have a hot tub that is leaking (6 month warranty) & has been for 6 weeks. They were supposed to be back 6 weeks ago to fix this. Again, they are completely ghosting us. We are frustrated & exhausted by all of this. Our complaints are exactly as we are reading that MANY others are stating. We want them to come and fix this mess. We are out over $14,000 between the pool $11,300 & the hot tub $3,000. Filing complaint w/Sec of State as well.

  Business response

  07/24/2023

  This complaint is not accurate. After reading this we went to customer directly face to face and confronted them about the issues they have reported. Customer was in agreement to remove this compliant. 
  Also they agreed that most of complaint wasn’t true and we went over and above doing extra work and didn’t even charge them for it. 
  We worked this out with them Friday July 21,2023 so this complaint should be ta*** of shortly. 

  Customer response

  07/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: We did not agree the information was inaccurate.  *** said to my husband that some of the information was not true...but it is in fact true. I would like to ask what information is inaccurate?  *** did come back out after the complaint and put a patch on the liner so that we could use the pool.  But the pump is barely working, which is why we are having issues with the vacuum...we can't use it.  And, *** is saying he will be here tomorrow to fix this (Aug1st.). He is also saying he will fix the hot tub as well.  When *** states he fixed things for free, this would be because we have a 1 year warranty...It is supposed to be free. We simply want an operational pool and hot tub.  After tomorrow, if everything is operational, I will remove the complaint.  But, I will not do this until we have both operational. Thanks
  
  Sincerely,
  
  ******** ****

  Business response

  07/31/2023

  In respond to the “free” I am not talking about anything under warranty , which BTW there is a labor charge cause parts are covered under warranty NOT labor. We haven’t even asked for that payment yet. I am referring to extra work by moving pallets of brick out of the way for the pool to be set up, grading out the driveway, showing you how to operate the filter multiple times, how to vacuum the pool multiple times and the extra wire needed to hook up hot tub . 
  The biggest thing about the complaint that was not Accurate was when said liner was damaged and you had to wait long time for replacement , when in fact we had old liner out and new installed in the same week: 

  Maybe the customer has forgotten all this considering customer was asking the employees to bring some ********* ** **** *** *** **** **** *** ****** ********* with them . 
  *** came down July 21st to talk and look at the what issues customer had, when he left there he had made agreement to return the following week. When this complaint was disgusted *** **** was not present and *** **** did say the complaint was not accurate. 

  Customer response

  08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   I was going to sign in and say they came today and determined what was wrong. They said they would bring a gasket next week that needed to be replaced. And, that I was happy they came to fix the pump.  But, after reading this, I now know even more about what we are dealing with. I have documented text messages to verify the liner was not replaced in the same week. I don’t need to remember, I have verifiable proof. The warranty was one year which states on the contract that it includes “workmanship.” They said parts and labor verbally as well. I don’t even know what to say when reading this response. But, I have printed out all text messages from both phone numbers we have. We also paid extra money for the land work they did…this is on the contract as well. I really thought we were dealing with wonderful people. I actually considered them friends. And no, I was not present when *** talked to my husband, but my husband did not say the complaint was not accurate. He and I both just wanted this to be over and move forward. But, to bring drugs into this? This is defaming. I have never ta*** any kind of drug ever in my life. I am without words after reading their response…and truly disappointed. I actually wanted this response to be one that demonstrated they were making a strong effort to make everything right. 

  
  Sincerely,
  
  ******** ****

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  April 13th, purchased used spa on ******** *********** for $2,800. Was told to be fully functional after thorough testing. Delivered the next day. Was told it would be delivered at 7 PM. Wasn't delivered until 10 PM with two cars of 7 men, with the business owner clearly under the influence. Once installed to electric the spa was immediately not functioning with multiple features being inaccurate as sold, and completely unusable. When inquiring with sellers about remedy to resolve it has been constant ignoring requests and attempts to contact.

*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. ↩