Complaints

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In Jan 2024 we met with ******** ***** from sales to discuss the possibility of getting a pool in our yard. At the time she came to our home, we were told we would be placed on their schedule for May 2024. We discussed pool options & were told the entire process would be seamless & take 4-8 weeks to complete. The date had been moved to the first week of June 2024 which we were completely fine with because this would enable us to have our pool for the majority of the summer 2024. After we reviewed said contract which had a start date the first week of June, my husb& signed the contract & it was to be sent to me, for my signature. The email address they had input for me was incorrect. He immediately contacted them & ******** told us it would be resent immediately. The contract showed up & I signed it. Little did we know, in the hours time between us reading the original contract & the version that came to me, they changed the start date to July/Aug. NO ONE mentioned any change being made. It was complete bait & switch. Here, read & sign this with a June sign date, then switch out the contract with another date & send it to me. We have a screenshot of the original contract that we read & my husband& signed. Then a copy of the contract sent an hour later that was different & there was absolutely no communication to tell us that the change was made. After my conversation with ****, we addressed the concern & he said he’d do whatever he could to get it readjusted. He told us he talked to the scheduler & to ******** to address the issue & had it moved back up to early July/mid July as opposed to Aug. It remained at that date for months. For resolute we would like our full money returned minus the $2500 design fee as that is the only thing that has been provided. Alternatively, they can sign a new contract with us stating they will start the pool project in August and then have a definitive timeline with completion and a late penalty of $100 for each day they miss.,

  Business response

  07/22/2024

  Thank you for reaching out. We would like to come to an agreement to get the project started and completed for the client.

  The deposit agreement signed January 25th and the agreement signed March 1st match the tentative start date of July-August.   At this time, and within the contract, we cannot promise an August start date. There are factors outside of our control, such as weather and manufacturing.   While we cannot promise August start, we can commit to the project be completing in the 7-8 weeks at stated in the contract.  

  We have not provided the cancellation notice to the client as they stated on 7-17-24 that they are not cancelling unless they get a full refund, which is not possible.  Please let us know how they would like to proceed.   We have no problem committing to the 7–8-week project duration and honoring their request of momentary compensation if that time frame is not met.  

  Please let us know asap so that we can proceed with scheduling and getting the project completed.  

  Customer response

  07/24/2024

  I am rejecting this response because: We would like to come to a resolution agreement as well.  We would like a definitive start date, and want to know what the EXACT compensation is if you don't complete the project within the 7-8 week time frame.  If you can give us these things we will take down the BBB complaint and the negative Google review upon successful delivery of completed project.
  
  Regards,
  
  **** * *****

  Business response

  07/26/2024

  I have reviewed the rejection notice in detail.  We cannot provide an exact start date.  As of now we are working on the schedule and still looking at early to mid-September. If we can, we can start earlier but we will not commit to a date.  We will agree to their request of $100 a day if we do not finish by the end of week 8, that is not an issue for us and are more than happy to commit to that.  We can (and now have) put that in writing but there will not be a new contract created. 

  Please note that since this in now in BBB complaint stage, our internal teams are not communicating with the client until an agreement is reached. After agreement is reached, the communication will go back to the software system we use for all projects. 

  We will need to know soon if the project will move forward to keep it on the schedule and ensure the teams are prepared. 

   

  Thank you for your time.  

  Customer response

  08/01/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *******

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against Omni Pools and Scapes. Omni has repeatedly delayed our project, failed to communicate with us, and provided awful service. - January 20, 2023: Signed contract for a start date of ‘August or September 2023.’ We paid a 20% deposit for our project which consists of a fiberglass pool, hardscape, and fence. - August 17, 2023: Omni sends us a 11.5% project cost price increase notice via email (around $20,000). It states that it takes effect for projects after October 1st, which should have been after our contractual start date. We contacted our attorney, who reviewed the contract, pushed back and came to an agreement to pay an additional $5,000, which covered 50% of the materials cost increases according to Omni. Omni was asked, but did not provide supporting data for the supposed increases in materials. - August 2023: project is delayed but no specifics given. - October 2023: We pay additional $5,000 per Aug and Sept discussions - November 2023: we are told our start date will be December. - December 2023: Omni sets the pool (about 2 days of work). We made another 2 payments for ‘start date’ and ‘pool set’. At this point we have paid 65% of our project. - January 2024: Omni works 1/2 day this month. We are assigned a second project manager. - February & March 2024: nobody from Omni works for a single day at our house. Our pool is no longer level, which has been noted with Omni, yet nobody cares or plans to re-level. - April 2024: We are assigned a third project manager. - May 2024: Omni sub-contractor (one man) works fairly regularly for two weeks. Then nobody comes as usual. We are billed and pay an additional 20%, so we have now paid 85% of our project cost. - June 2024: Electricians did work one day. Our pool is still not level. We have unfinished coping. - June 15: 2024: concrete forms scheduled to begin yet nobody shows up. We have called the 17th and 18th and our PM does not return our calls, emails or text messages .

  Business response

  07/22/2024

  I apologize for the delay. We have heard the clients concerns and have been working through the project.

  The client is on the second project manager, the first was let go due to his lack of follow through and attendance.  The current project manager has been moving the project along and near completion. We addressed the leveling concerns and now have the pool within industry tolerance.  The fence has been installed, final grade being completed, and auto cover set for the second installation.  We will set up all the inspections and complete a final walkthrough with the customer prior to finalizing the punch list.  

  We want to get the project completed for the client to enjoy.

   

  Thank you for your time 

   

   

   

  Customer response

  07/31/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ********* *******

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We met with Omni Pools representative ******** Gauna on May 8 to choose colors and a stamping print for the concrete. At that time we gave her a deposit check for $2500. She told us we could probably have our project done in early June, maybe even earlier if the weather cooperated. More than 2 weeks later, on May 24, we finally got some 2D drawings of the project. The drawings were somewhat cryptic, and we didn’t notice until later when we saw the 3D drawings on the ******* ***** web site that they had some things we didn't want. Also, upon looking through our agreement later, we saw that the payment schedule did not reflect our $2500 down payment. On June 3, we got a call from **** ********* saying he was our new representative (3rd one so far), that we hadn’t activated our ******* ***** account yet (which we knew nothing about) and that we owed them $971.21. We were somewhat surprised at a further payment when we didn’t even have a project date set yet. But we sent them a check for $971.21. We heard nothing from them for a few days, so I called them. No answer, just a machine. After another week, on June 12, I called, again with no answer. I left a message, telling them we were becoming frustrated with their lack of communication, and no one has yet called me back as of today. This is beginning to feel like a scam organization. We have emailed them saying if they don’t return our money and cancel our agreement due to their lack of communication, we will have our lawyers contact them. No response yet and still no response to my phone messages.

  Business response

  06/18/2024

  Good morning
  
  Brenda and ******* entered contract with Omni Pools and Scapes on 5-29-24, the design process was before the contract was signed.  That can take weeks to months depending on the scope requested. Once the contract is signed the project is given to the internal team, that is why they were contacted by Mark on June 3rd via our software system.  This is not the third person, it’s the process. 
  Messages were sent starting on June 3rd 2024 introducing our team and we also provided the necessary documentation that details our process.  On June 3rd the client did respond, thus aware of the process.  Per the signed contract the project will start in July, that is a 31 day window to start.
  The project is in the permitting process, this has been sent to the client for review.  Again, this is all detailed in the contract (page 3 specifically).
  On June 17th there were numerous calls and messages with the client explaining all of the process.   If they want to cancel, we can proceed.  Per this complaint they are in contact with a lawyer and cancellation seems to be the correct path at this time. 
  Please send a message confirming.
  
  Thank you for your time,

  Customer response

  06/18/2024

  I am rejecting this response because: We don't just want to cancel the project, we want to be refunded our money. No materials have been ordered, no construction work has been done, there is no reason not to refund us. We have had issues with:

  1) lack of communication on Omni's part; ******** didn't answer her emails, there was no one answering their business phone and no response to my phone messages, and we got no activity from them until I submitted this BBB complain,

  2) different people gave us different dates on how soon the project could be performed,

  3) accounting errors on their part (our $2500 deposit did not show up in their accounting when they put together the agreement),

  4) them telling us now that there was a delay because of the need for permitting, when there is no need for permitting, we've already obtained a zoning permit, a copy of which was sent to them, and our county does not require a building permit for this size structure, 

  5) there was not a change to the project, since I told ******** when she first came out to measure that we wanted a 2-ft grass median between the concrete and the pool pavers and a rainwater drain (to which she said "no problem")

  6) we don't like that we had to pay for a full truck of concrete when we only required concrete for a small, very simple project, a 13 x 17' concrete pad,
  

  7) we have yet to hear any apology for their communication silence and accounting fiascos.

  We have lost trust in this contractor, and we don't want to do business with them any longer. We want a refund of our $2500 plus $971.21. Only when that refund check clears, will we consider the matter resolved.
  
  Regards,
  
  ****** ****

  Business response

  07/22/2024

  We are working on the refund with the client, once an agreement is reached (and check cleared) she will be removing the complaint.   

   

  Thank you for your time. 

  Customer response

  07/31/2024

  I accept the business's response to resolve this complaint. They gave us a full refund, and the check has cleared.
  
  Regards,
  
  ****** ****

• Initial Complaint

  05/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Omni Pools & Scapes regarding their failure to fulfill contractual obligations and provide satisfactory service for a project initiated in Sept 2022. Our experience with Omni has been marked by delays, errors, and inadequate communication, resulting in significant inconvenience and financial loss on our part. July, Aug 2022: Initial discussions with Omni regarding the project. Sept 2022: Contract signed. May 2023: Verbal estimated early-start. June 2023: Contract-estimated start. Jun, Jul, Aug, Sept 2023: Not started. Oct 2023: Discovery of major error in blueprint measurements. Jan 2024: Met with Omni Business Owner where it was stated that our project was their top priority. Feb 2024: Dig Day. 8 months behind schedule. Mar 2024: Progress made with installation. Apr 2024: Last onsite work mid-month (as of 5/8/2024). May 2024: Scheduled dates for vault/spa install & vermiculite delivery, missed, no communication. May 4th, 2024: Detailed concerns with text and images provided to Client Relations and new project manager. May 7th, 2024: Large pallets of vermiculite delivered, obstructing mailboxes; removed after notification to Omni. May 7th, 2024: Met with new project manager onsite to express ongoing concerns. May 8th, 2024: Pool remains far from completion, 11 months past initial start date. Paid $140K+ to date with no resolution in sight. Issues of Concern: 1. Significant, ongoing delays. 2. Inadequate communication for missed delivery dates & known issues. 3. Substandard workmanship, including errors in blueprint measurements and incomplete installations. 4. Damage to property, including downspout & shrubs. 5. Lack of responsiveness to concerns and complaints. We demand that Omni take immediate action to rectify the situation & complete project without further delay. We have waited 20+ months since signing the contract. We expect Omni to honor commitments & deliver quality product & service we were promised.

  Business response

  05/16/2024

  Good afternoon

  We have heard Mr ******** concerns and have been working to get the project complete.   While we do know that delays can be frustrating, that is detailed out in our contract.   Rain is up over 400% and we are not able to control weather.  I can speak to all five of his concerns

   The delays are often out of our control, weather.    We also can not control manufacture delays, such as a pool and or liner.  

  Mr ******** has close to 100 message sent to him, along with numerous calls, texts and in person meetings.  We do our best to provide as much communication as we can, some times its the information that is not received well (or liked).

  The prints were approved by Mr ******** and when the team realize that corrections needed to be made, they were.

  We apologize if anything was damaged during construction, but it is construction.   The clients are responsible to prepare the work site and access to the work are as best as possible by removing and obstacles such as personal equipment, lawn furniture and ornaments, landscaping such as bushes and trees and fencing as required.

  Again, we have heard the concerns and we are working to complete the project for all parties. Mother nature has not been in our favor but we are working through when conditions allow.  

   Thank you for your time.  

  Customer response

  06/05/2024

  I am rejecting this response because: The project is not complete though some issues have been completed not all have been addressed.  The company has been addressing these and other issues as they arise.  We will not pursue further action through the BBB, if necessary.
  
  Regards,
  
  ****** ********

  Business response

  07/22/2024

  We sincerely apologize for the inconvenience and not making the 7/17/24. We want to get the project completed for the client. 

  Last week the fence was installed and landscaping the is scheduled for installation as soon as the weather permits, it is raining today. The project manager, Ron, has been in contact with Mr. ******** and keeping him up to date on the schedule and have been given the concerns in this complaint. 

  After the landscaping installation, the client will walk the job with the PM for the creation of the punch list. We will schedule the final electrical and the final occupancy inspections to be done.

   

  Again, we want to get this project completed and do apologize for any delay.

   

  Customer response

  10/08/2024

  Company continues to slow-walk an escrow agreement.  As the escrow effort has dragged on too late in the season, we are preparing a full lawsuit to include extensive personal damages.
  
  
  No thanks BBB, this is several months late, and is going to the courts without resolution of the escrow agreement and work immediately.
  
  
  ******

  Business response

  10/08/2024

  This is with our legal team to complete a plan with Mr ********.   At this time we will not need arbitration. 
  
   

• Initial Complaint

  03/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contracted to complete an in-ground pool within 7-8 weeks from the date project was started. Project was started 11/2/2023. So almost 5 months ago. The last time any progress has been made was 11/23/2023. We have been given multiple dates for the project to complete the next phase and they keep rescheduling for no apparent reason. Weather has been as predicted. Really weather has been exceptional for Ohio. Omni has collected 85 percent of the total project. Our builder trend states multiple things have been completed that have not. We have tried contacting administration multiple times and each time we are promised a future date for completion of things and nothing. The original contract was signed 09/2022. With a completion date of July/August 2023. We were told the project was 2 weeks behind. Sent a change order that it was 8-10 weeks behind that start date. Again project was started 11/2/2023. We are going on 5 months with at least 5 weeks of work remaining. They were supposed to come tomorrow. We are now being told next week. We don’t know what else to do. We know several people that have built pools with other local companies that have their jobs completed. We can’t just sit around indefinitely hoping they eventually keep their word and show up. We chose Omni over other companies based on the contract we entered and Omni is not doing what they contracted to do.

  Business response

  04/04/2024

  The project had gone into contract in September 2022 with a start day of July or August 2023.  Per the contract, their could be delays and this was communicated to the client.  In order to obtain the permit, there are multiple steps, this was delay outside of our control and we handled this as quickly as possible.   Once the permit was secured the project was able to move forward. The pool was laid out the end of October and digging began the beginning of November.  Client purchased a vinyl liner pool, the weather conditions, especially temperatures, are vital to the installation of the liner.    We have not have temps warm enough for the installation of the liner. One day of rain (any precipitation) will adjust our schedule by 2-4 days.

  The project is ready for the next steps, Omni is ready to pour concrete and install the liner when the temperatures are workable.  The project manager has been in contact with the client and we continue to update. Omni will continue to work through the project as we want this completed for the client.  Once we are done with our scopes, client is installing their own fence and will have to complete the inspections per their signed contract.  

   

   

  Customer response

  05/06/2024

  Sorry for our late reply I did not receive the initial response so it was sent to me again on May 1,2024. 
  I agree in part with Omni’s reply. Our initial contract was entered into Sept 2022. The initial start date was July/Aug 2023 which was postponed due to delays in receiving permits, which was in large part due to mistakes made by Omni in submitting the wrong plans. Which for the record have never been altered or changed by us. 
  We were told the delay would be 2 weeks but did sign a change order that gave Omni 8-10 weeks. So we were told Oct 5 all our permits were approved. Our start date was Nov 2, 2023. The project was contracted to take 7-8 weeks. We did elect for a vinyl liner. We were never told when they started the weather needed to be 50 degrees to do the liner. Anyone who lives in Ohio knows Columbus had very mild weather until Dec. concrete was scheduled in Dec and when the weather did get to where it was to cold we stopped contacting Omni and assumed it would resume when the weather improved.  In February we had an entire week that was warm enough so at that point we contacted Omni and found out of project manager was terminated back in Dec. which was never communicated to us. 
  In Feb we were assigned a new project manager and he came out a couple weeks later to assess the site and we were given a soft completion date of end of March. March did have a lot of rain but also many many work able days. It seems like Omni does not work weekends even though it was raining pretty much Weds -Fri. The dates our concrete was scheduled actually never rained. However I guess we can assume they have other projects that were also started last fall because we definitely were not first on their list when there was workable days. 
  It wasn’t until we filed this complaint that we actually started getting timely communications. Sadly the communications has been mostly cancelation and date changes. We do have our liner installed. This was completed on a day that was 42 degrees in the morning and a high of 60. So I wasn’t tracking the weather before now but I can say with confidence there have probably been at least 20 days with 42 degree lows and 60 degree highs Feb to now. Although the liner was installed Monday April 22 we have yet to get anything else done due to failed inspections on the bonding. We found out Weds May 1, 2024 the bonding has actually failed 3x now. This is a quality of work issue. We are hopeful this is eventually going to be finished since our complaint was filed, but May 2, 2024 marked 6 months since our project was started. The contracted timeline was 7-8 weeks. While weather can account for some of that time it absolutely does not account for the entire time. 

  Business response

  07/22/2024

  This project is completed on our end.   We did extra work for them that was not in the contract to get them to accept and we are waiting on them to make the final payment before we sent the warranty documents. 
  I will wait to hear ********** response.  

  Customer response

  08/08/2024

  Omni is correct in stating our pool is now finally complete. They broke ground on our 7-8 week project on Nov 2, 2023 and finished July 18 2024. 8.5 months of a bucket list of problems. Omni did do “extra work” to get us to accept, I am not sure I would agree it wasn’t in the contract because the contract said Omni would do quality work and they did not. They literally distributed a pile of gravel through the back area that surrounds our pool. The “extra work” was dumping top soil on top of that gravel. I am only responding to potentially save someone else from the terrible experience we have had. Omni advertising as being an experienced company and they are not.  We had 4 different “project managers”’. It took several times to pass city inspections due to poor workman ship. The concrete company they sent out said they had only done 2 other pools in the past. They contract all the work out. The company has been in business I’m sure for 20 years but the longest person we encountered had worked there 3 years. Any extra work done was because they didn’t do it right the first time. And yes we expected a quality end project for our thousands of dollars we spent. We have mailed the final payment because there was some kind of system update that did not allow us to pay online. So the check is in the mail. 
  

  
  

• Initial Complaint

  07/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We went into contract with Omni for a pool in August of 2022. We were told our pool installation would begin at the beginning of April. Our start date was pushed back 5 times with no explanation and several times we weren’t even notified. The 3rd “promised date” was June 21st, we called on the 20th to make sure someone was coming out to mark the power lines only to be told “oh, we are starting tomorrow”. We were pushed back 2 more times with no contact. We have done everything Omni asked us to do: $7000 for a fence and $3500 to have the power lines moved in order to be ready. We have reached out to the owner multiple times to share our frustration with the lack of communication and not knowing where we were in the process. No one will return our calls, texts or messages. We finally chose to cancel the pool with Omni as we are almost a year in and they haven’t even stepped foot in our yard or kept us informed. They have now sent us a bogus invoice that eats up every penny of our $20,000 deposit. We are asking for the return of our deposit as Omni has not started our project in a timely manner and stopped communicating with us early in the process. We have requested meetings with both our project manager (he canceled 5 minutes before he was supposed to be at our house) and the *****, Jason, and no one will respond.

  Business response

  07/14/2023

  In repsonse to Mrs ****** complaint the project was cancelled per her signed contract.  On April 19th the client was told there would be a June start, no firm day given.  June 15th the company received the pool at their offices and put the project into the rotation.  On June 20th client was told July would be their start, no firm day given.  June 24th client sent a message through companies software platform to cancel the project. June 29th the team met with client at **** ****** ** offices and told them a start date.  On June 30th client sent a message to cancel even though a discussion happeded on June 29th.   This second cancellation notice from the client came 5 days prior to the start date.  At that point Omni Pools and Scapes removed the client from the schedule and rescheule all teams.

  The contract is lined out with a tentative start date, that is tentative and they were informed prior to May that the date had moved.   A cancellation change order was sent for all the expenses incurred including the pool shell that was received June 15th.  

  While we understand they are frustrated, the project was cancelled per the contract page 7 of signed agreement. The ****** are covered on page 6, ****** outside our control. 

  I have attached the detailed change order for the project cancellation.   There will be no full refund per the change order (and contract).  Per the change order they had 14 days to pay and pick up the pool and that has yet to happen leaving Omni Pools and Scapes with a pool shell.    Please review the change order as it is all detailed. 

  Thank you for your time.

  Omni Pools and Scapes

   

   

• Initial Complaint

  02/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Omni has exhibited predatory business practices that have negated the current contract and subjected our family and the immediate neighborhood to substantial liability and harm. To date we have paid Omni 74% of the total original contract ahead of what was to be delivered based on the contract milestones, only to have $15,000 held hostage and work not completed to get our pool autocover installed. Per the contract Omni is obligated to resolve any outstanding issues in a timely manner and coordinate all the work with us to assure safety and minimal disruption to the site. Our pre-paid pool cover was set to be installed in August and as of February has not. We have 4 children ages 9-2 in our home and in our cul-de-sac street, the size of a football field, 56 children under the age of 10 who roam the neighborhood and run through backyards causing serious safety concerns. The fence was never installed because of misaligned price changes. We have a laundry list of change orders that haven't been created or processed in a timely manner by the Omni team in Buildertrend since April of 2022 - more than 10 months ago. Since then, as we have been passed off to 6 Omni employees who don't seem to know anything about our account or what has been sent to us in writing in terms of pricing, we have subsequently received the same number of misaligned price quotes. In one instance, after revised HOA guidelines Omni increased a patio cost by more than 100%. In email, through various Omni team members we have received so many conflicting prices that we have asked in writing more than 20 times to please have a call with us over the past 10 months, and have spoken to people on the phone 2 times - the last time in July. We additionally created spreadsheets of the contract, the terms, pricing we had in writing, ect and asked for formal review for more than 7 months. We have descoped work and yet according to pricing and change orders the contract is still the same as it always was.

  Business response

  02/06/2023

  Tell us To speak to the facts of this project:

  
  Client signed the contract on Feb 2,2021
   First day on site- June 27, 2022.
  64 recorded daily logs from June 2, 2021, till August 2022.

  
  
  Our teams worked on getting this project done for the client, unfortunately when issues arrived, they did not want to pay for work.   There were phone calls, verbal agreements followed by messages in writing.   At that point the clients would change their position and want to tell us how to do our job and how much they would pay.  They also wanted to dictate credits for issues we were not responsible for. 
                  As far as safety, the client would not agree to the fence that was purchased in the contract (54 inch), they wanted to change it (48 inch).  We offered a solution and they  did not want to move forward.   Change order 0017 was created on August 25th, 2022, for the change of the fence that they would not approve. The fence is part of the contract and the permit, we wanted to get this completed but client was stopping this from happening.    We care deeply about safety; their statement is far from the truth.  We do not, nor have we ever exhibited predatory business practices.  Everything is clearly spelled out in the signed contract. 
                  Through the project there were 15 changes orders created, 10 approved, 3 declined and 2 that they left pending.  We have done our due diligence on this project and tried to work with the client.  There are 336 messages back and forth, we communicated everything regarding this project.
                  Were their delays, yes.  The cover was delayed for months, and we have it but unfortunately the client stopped the project from progressing.  Have we had staff turnover, yes.   Everywhere has staff turnover. In our process they have a sales rep, permitting coordinator, project manager, and supervisor.   The VP of Operations was also involved in the project.   Have they had 6 people to work with, yes, we provided clients with different staff contacts throughout the project.
                  In closing, we provided the clients a solution, clearly defined with committing to get it done in the upcoming week.  They came back with an unprofessional message attacking our values as a company. 

    I have attached the contract for viewing.

  Thank you for your time. 

  Customer response

  02/14/2023

  The original contract had several issues to begin with.   The fence was the wrong height and the wrong length.   The height was amended due to the HOA demanding the height be brought down.   Omni is lying as if we just made that change arbitrarily.   Omni was supposed to make sure the fence was within specs for the HOA.   The fence length we also corrected well in advance because it was written in the contract incorrectly at 250 linear feet surrounding the entire yard and not just the pool patio at 134 linear feet which is what we had asked for and which reduced the price quite a bit. Their failure to process that change request from April of 22 with pricing quoted and captured in Buildertrend, subsequent misaligned price quotes is what prompted us to ask for a formal account review so we could under stand charges. In fact almost 80% of the contract was pre-paid to Omni in cash before the actual project milestone it corresponded with so it is slanderous to state that we didn’t want to pay for the products or services which is categorically false and insulting. 
  
  Omni is also being deceptive about why they received the auto cover late.   This is the cover that we have paid $15,000 for yet still have not received and still do not have means to cover our pool. They received the cover late because they were several covers behind that they were supposed to pay for to the cover maker, coverstar.  This fact was confirmed with the coverstar vendor in that they would not provide Omni our cover until Omni would pay them- again something that Omni had our money for but did not use it to pay the vendor timely to get our cover. They have been sitting on that $15,000 since the Summer and it is now going on March. So the “delay” had nothing to do with us paying.   It had to do with Omni paying their bills to their suppliers. 
  
  Negligence cannot be ignored due to a contract.   Their driver was negligent and did not take proper care to avoid damage and/or injury.    He dropped a 400 lb bucket that he was carrying with the other bucket on the ground and it rolled about 10 ft into our neighbors yard after smashing my trees.   Besides the fact it could have killed someone, the negligence  was egregious and not covered in a contract. 
  
  Our attorney is dealing with this matter currently and we are sure the truth will come out.  We have screenshots and can get subpoenas and enter more information including recorded conversations in record if Omni insists on simply lying their way out of this.
  
  Regards,
  
  ****** **************

  Business response

  09/28/2023

  Hello *****, was this taken care of and marked completed? 
  
  
  Thank you,
  
  Amy C********

  Customer response

  10/02/2023

  *****-
  
  The matter has been resolved through legal assistance. 
  
  Thanks,
  
  ****** **************
  

  
  

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