Complaints

• Initial Complaint

  02/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In the fall of 2021, we signed a contract with A Cut Above for the completion of a pool with a heat pump. Construction of the pool began in the fall of 2022 and the job still has not been finished. We paid someone out of our own pocket to reinstall the fence that A Cut Above took down to install the pool. We have also paid for the electrician out of our own pocket, which was in the original contract. Currently, we still do not have the heat pump and the gas line has not been connected. The pavers around the pool are also loose because they were never glued down. We have reached out multiple times and have not heard anything. Often the company will go months with little to no communication. When they do communicate, their promises rarely come to fruition. We have been dealing with this for almost a year and a half. We just want the job completed ASAP.

  Business response

  02/01/2024

  The contract for pool installation at ****************** residence did include electrical hook up for the pool pump and equipment and also a pool heater. Our normal electrician that we use for all pool installations is no longer doing electrical and we stated that to **************** that *************** was no longer doing them and we were having trouble finding someone to hook up his equipment. If he knew of somebody or had someone local in the area in Mount ******* it would make it faster and easier to get his equipment hooked up. We did encounter many delays last season with getting the heater installed and finishing up some minor details of the project. Several of those delays were out of our control and the project has taken longer than expected. There is a balance still owed to our company when the job is complete, and the electrical that has been paid by ****************, will come off of that balance. At this time we will do our best to get the heater installed in the last items remaining completed in a timely manner. 

  Customer response

  02/09/2024

   
  Complaint: 21229779
  
  Follow up:
  I have still not recieved any communication from A Cut Above on the date they are planning to arrive to install the pool heat pump and glue the pavers down around the pool.  There is still a pile of dirt that needs to spread and evened through the left side of the yard, there is also gravel and a busted drain spocket that needs to be replaced from the trucks driving on it. I would like an actual date and communication from A Cut Above on when they will return to finish. They have not been out or worked on the pool area since November 7th.  Communication and a date would be great. 

  
  Sincerely,
  
  ***** And *********************

  Business response

  02/09/2024

  We have the ******* scheduled for the week after next. I will reach out to one of them and make sure we are all in agreement with items left to be finished along with heater for the pool. 

*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. ↩