Complaints

• Initial Complaint

  09/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with R and R fiberglass pools back in July '20 for a pool installation. Since then I asked if someone would be coming out to look at my backyard and make sure where I wanted it was doable. They had me send in a copy of my plot, told me the location would work, and no one ever came out.I kept reaching out and didn't see anyone until the day right before the dig, which ended up being late September '21. At this time, I was told the location I wanted my pool placed would not work, so location had to be changed. During the dig my entire backyard was destroyed as well as the common ground next to my lot. There were sprinkler heads busted out that were nowhere near the dig site, and I had a buried downspout destroyed as well as the corner of my patio hit. The entire backyard was destroyed, they went ahead an spread gravel all throughout the backyard, why, I'm not sure. I had to have these things fixed as well as the destruction to the common ground that took place as my HOA contacted me to do so. I spent $7,000 fixing things that were messed up during the dig. The concrete has been an issue too. Our contract states that we get 5 ft of concrete around the diameter of the pool, and there is an option to move it around to equal that. We asked for 3ft on 2 sides of the pool and 7ft on the other 2 sides, we didn't receive this. We also paid to have the sidewalk that was busted fixed by the concrete people too, as we were told that was our responsibility. During repair of the sidewalk they busted the piece right next to it and never fixed it. I have asked for someone to come out since all this happened back in October '21. The owners have yet to show or contact me directly. They are wanting me to pay my final payment without having received the services I was contracted for. I've paid them $43,500 and owe them $1,500 upon completion, but they have not fulfilled their end. The condition that my pool was left in for over 6 months was unacceptable. I have pics

  Business response

  09/14/2022

  The contract that the customer signed addresses most of the items listed in this complaint. I answered the customer via email prior to this BBB complaint that addresses all of these issues. I have pasted some of the exact eplies i sent to the customer in previous communications. During the sales consultations, it is discussed that we need access to the yard. If you have an existing fence, posts and rails must be removed for equipment to get back there. We have never needed only 6 ft as our excavator that must get back there is 8ft wide itself. I can only assume you misunderstood and thought it was only 6ft that is necessary? That is something we certainly could have confirmed for you if you were to call us prior to your install. This problem is also with the “access” needed. This is mentioned in #4 on the back of the contract. During sales consultations it is also discussed weather or not you have a sprinkler system, and they do answer any and all questions at that time. Of course if that was forgotten to be brought up during the apt, we would have been happy to answer any questions or concerns you might have had about your sprinkler system. Depending on the homesite, sometimes the entire backyard is a construction site. I don’t know if you marked these spots with flags? But it is suggested that you have your landscaper cap off at a certain area and usually everything in the back gets rerun after construction. This is mentioned in line number 5 on the contract that the customer signed. 

  The square footage of concrete included in your pool purchase is a certain number. The 5ft diameter is yours to move around. When the customer met with the sub contractor, she was to specify where she wanted her concrete and she would pay him for any over the amount we include in a pool purchase. We do not credit for any unused portion. The customer is unhappy with what her and that contractor discussed and that he didnt pour enough concrete. Unfortunately that would be an issue she would need to bring up with them as we do not do the concrete discussions or services. 

  As far as the the yard or common ground destruction, and sidewalk being broken during install, this is mentioned in #1 in the contract that the customer signed which reads exactly: "SELLER SHALL NOT BE LIABLE FOR DAMAGE TO GRASS, LAWNS, SHRUBBERY, CURBS, DRIVEWAYS, WALKS, TREES, PATIOS,OR OBJECTS LEFT IN THE AREA TO BE USED FOR ACCESS OR THE CONSTRUCTION OF THE POOL." That as all also discussed during the sales consultation. 

  I have attached a copy of the contract that the customer signed. 

  I have been in constant communication via phone and email with the customer on behalf of R&R and have explained this completely to the best of our ability. 

  Customer response

  09/20/2022

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

  R & R seems to not understand that I signed a contract with them. I did not sub contract people. I said that specifically to ***** when the issue was first brought up initially about the concrete. I will include emails from ***** about how a credit would be applied for shorted concrete. In the email you see that ***** says the concrete guy came out and measured, this is inaccurate, we never saw him. My husband is home all day everyday, we have cameras, and we have dogs, no one ever came back out. I will also include measurements of the concrete that we have taken to prove that there is not 5 foot around, since R & R decided it wasn’t important to come out and address the issue. Also, in the emails you’ll see that ***** said the busted sidewalk will be fixed, it’s not. R & R’s concrete people have not done that either. As far as specifying what we wanted with the concrete, we did. We told their concrete guy that we wanted 3ft on the back and right side of the pool and we would take 7ft on the front and left side of the pool. I will say AGAIN that he did not write anything down. I will also address AGAIN that nothing was set up prior to the pour, they set stuff up as they poured. So, there was no way to address it until after we were able to see it when they were done, at which time I emailed ***** right away to address that and the sidewalk they broke next to the piece we paid them to fix. I also sent pictures of their dump truck that was backed over the area of the sidewalk they were fixing. 

  As far as the sales consultation, none of the destruction was ever mentioned. They focused on how my pool will be installed in 3 days and we could use it right away, that was a lie as well. I will also include pictures of the installation showing how initially they were not close to the patio where the sprinkler heads were and it will also show how the dig went from little destruction to the whole backyard being rock. I will also include pictures of the condition that my pool was in from the time it was installed until it was opened in May, since there was metal and trash left in it for months.  When I signed my contract for a $45,000 pool that’s what I expected to pay. This has ended up being almost a $55,000 project not to mention the cost of the concrete I’m going to have to add. I was also lied to about how long the process would take and I will say again that the communication has been poor. I’ve always had to be the one to reach out during this whole process unless they wanted their check.  I have so many more photos available, but this system only limited me to send 8.

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

  
  

  
  

  Business response

  09/22/2022

  All of the new topics and the response are addressed and answered on the back of the contract that the customer signed.

  Customer response

  09/24/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  The job is not completed. When we get the full amount of concrete decking that we were contracted for on the FRONT OF THE CONTRACT and we get the sidewalk fixed that ***** said would be replaced, then they will get their final payment of $1,500. I’ve already submitted copies of the emails from ***** saying the sidewalk will be fixed and that the shorted concrete would be credited. 
  
  
  Sincerely,
  
  ****** ******

*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. ↩