Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sweeneys was installing an inground pool On my property. They left my concrete stairs unsupported in the rain for 12 days with the footing exposed, which led to them detaching from the patio. I had an engineer inspect the stairs and he stated that they were negligent and are liable however they take no accountability and will not resolve the issue.

  

  Business response

  01/07/2025

  ****** ********* at **************************************** is in contract with ********* Pool Service, **** for an in ground pool. Find attached the engineer plans for the in-ground pool, the approved permit form The Town of *********, the site plan for the proposed in-ground pool on a survey provided by the homeowner, ****** *********, and lastly the only survey The Town of ********* had on record for the property at ********************************************************************** 

  Excavation began for the in-ground pool once The Town of ********* issued the approved permit. ********* Pool Service, **** excavated and built the in-ground pool per the approved site plan, engineer plan, and approved permit all approved by The Town of *********. Excavation went up to the staircase mentioned in the complaint by the consumer, but did not compromise the structure itself. Heavy rain occurred during this time and is thought to be the reason why the consumer's staircase pulled away from the house. 

  It is to be noted that after ****** ********* contacted ********* Pool Service, ****, we went to The Town of Hempstead to identify any building records relating to the staircase. The staircase, as well as the back deck and a back extension on the home, are all unpermitted. No records exist for these items. No building inspections for these items exist. It is impossible to know if these structures were built to code with proper footings, rebar, and another other building requirements. ****** ********* did not let ********* Pool Service, **** at any time about any of these unpermitted structures and improvements at her property. 

  ********* Pool Service, **** did not compromise the structure as the consumer is claiming. An improper build and lack of inspections are both suspected to be the reason why the staircase shifted as it did not have the proper support and anchoring necessary for a staircase. With proper footings and rebar, the staircase would not have shifted with the adjacent ground being excavated.

  Customer response

  01/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ********* Pool Service, **** continues to not take responsibility for the damage caused to my property.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would never recommend this company to anyone who wants a pleasant and good customer ********************** experience while spending a lot of money on a pool. I spent almost 20k on renovations of this pool and it has been a headache from day 2. Had all the work done in the fall of **************************************************************************************************************************************************** on more then one occasion about my complaints about customer ********************** through the original project. Fast forward to this past week. We open our pool after just one summer and its empty. I ask what to do as Im sure there is a warranty around it especially after paying that much. Im told on Friday May 20th someone would be out to check on it on Saturday. Saturday comes and goes.I send texts and calls till I finally get upset on the phone Tuesday and they said they would send a diver at 2pm. Here is where it gets really crazy! The diver comes at ****pm with his team never says a word and proceeds to go into the back yard and 15 minutes later comes to my door asking me to pay 400 with him now or I could make the **** up with the company. I never agreed to the work to be done so we walk around back to take a look and I ask how do I know you didnt put the hole in it? Thats when it goes completely crazy he says Im accusing him and immediately tells his team to leave mind you I have all of this on my ring cameras around my property. Then the office manager calls me yelling at me when Im the customer and that guy is their contractor. That I did something wrong in this whole situation when originally he was trying to steal money from them anyways and again for a project I never saw or could monitor that honest work was being done. Now the pool company wont help me and saying it is on me to get this resolved. I paid 20k to them last year and its been one of the worst customer ********************** experiences I have ever had considering the cost and timeline of how long

  Customer response

  05/25/2022

  Better Business Bureau:
  
  After careful consideration and the want to not have to deal with this business and the people that work for it anymore with no expectation of a resolution that would satisfy I will cancel this complaint to not cause additional stress in my life. 
  
  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. ↩