Complaints

• Initial Complaint

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a pool from Outdoor living. After installation they failed to seal the stone around the pool and the salt cell would not work. After many communications woth the company and them putting it off they finally came to replace the stone that was damaged due to them not sealing it after installation. When they replaced the stone they used a mix of 2in and 3in stone. Originally we had all 3in stone like we paid for. I have attempted to contact them several times about the issue with the multiple sizes of stone they used and have not received a replies or information about fixing the issue. Also the salt cell has never work properly since installation. They replaced the sensor multiple times but it has never worked longer than a few months without having error codes. I believe the cell we received is a lemon or faulty from the factory. The filer that we received leaks at the junction between the pump and the filter housing. I believe the installer cross threaded the inlet which has caused it to leak since day one. I have sent multiple pictures and asked for a resolution and they came out and tightened the nut which didnt not fix the issue at all. It has leaked since installation.

  

  Business response

  01/01/2025

  Hello,

  In response to this complaint, I have done some research and wanted to reach out to say I think there may be some misunderstanding here. Mr. ******* originally contaced our office saying there was an issue with the stone. Our Service Manager visited the site and met with the client as well. He told the customer that some erosion, chipping, flaking, etc. is normal with natural stone and that water chemistry can affect the stone from splashing, etc. as well. While he was there on site, he told the client that even though this could be from natural causes that we would send our stone *****s out to repair and replace a few stones. We sent our crews out and they did this work. the thickness of natural stone does vary as you go around the edge of the pool which is varied with the new pool install as well. This is very common.  All of this happened shortly after the pool was finished which was a while ago. Regarding the salt cell, we do show records of there being some ongoing issues with the salt cell which is a Jandy (Manufacture) warranty issue. We have records of turning in warranty tickets on 3 different occasions and Jandy Warranty technicians came out and replaced the sensor a couple of different times. All of this happened a while back as well. Recently, right before Christmas, we heard from the client that he was still having issues with the salt cell and still wanting the stone to be addresses where the thickness varies. ****, our Service Manager told the client we would reach out to Jandy and see what we could do about getting them back out there but that the 3 year warranty period has expired so we could not make any promises. Regarding the *****, **** told him we would talk to the Stone ***** to see what we could get done but that we could not make any guarantee's due to it being out of the warranty period. **** (Service Manager) has been in the process of trying to get something done for our client but with the Christmas Holiday's etc. we have not been able to get answers yet.

  To summarize, these issues are from a while back and when they were originally called in we did everything we could to make the client happy. They are now no longer in the warranty period and with that being said, we are still trying to get him some help on getting this addressed. We are more than happy to reach out to the manufacture again and see what we can get them to do. There is not going to be anything that can be done with the stone being this far out of the warranty period. If the client would like we would be more than happy to work with him on this salt cell issue but in return would ask that he change this complaint to a satisfactory solution. Please feel free to reach out to me directly if you have any questions. My email address is *****@outdoorliving-poolandpatio.com. We will do everything we can to make the client happy. 

  Customer response

  01/04/2025

  I am rejecting this response because:   The original stone we paid for was 3 stone and not 2 stone. After you came out and determined that the stone was never sealed after original installation it took over 1 year to replace the stone that was falling apart which was completely unreasonable to have to wait that long. The excuse we continued to receive was that the stone provider did not have any stone or that the stone quality was not good enough. Im sure if we pulled records there would be plenty of other project in that year that Outdoor living completed that also required stone. After getting to the point of litigation **** said you guys finally have stone and could replace the faulty stone that was installed.  The stone that was installed was sub par in quality and was multiple thicknesses which is unacceptable. This is not a slight variation in thickness, this is a completely different sized stone.  It is without a doubt the worst looking stone work I have seen with the different sizes. It needs to be replaced to reflect what we paid for originally. Also the filter has leaked since installation and was never fixed. **** came out and tightened the fitting one time but that didnt fix anything and it has leaked since day one. I think the original installer cross threaded the pipe since you can see a gap at the bottom and not the top. This has been the worst first time experience with a pool installation that I can imagine. We have received nothing but resistance to have assistance after the pool was completed. 

  

  Business response

  01/04/2025

  Hello,

  We will have to agree to disagree on the stone. I will check into it to see if we can get any stone that will work for those replacement pieces which is what **** was doing for you prior to Christmas and prior to you filing this on BBB. He was trying to help you get it resolved even though this is not in warranty. I will get with him, and we can go from there on the stone. On the filter leak, we can send our technician out to look at it again, but this is a Jandy Manufacture equipment warranty issue, and everything is out of the warranty period. I am more than happy to reach out to ***** to see if we can get them to assist with your concern. This would be the same for the salt cell as well. **** was checking into this before the holidays and before you filed with BBB. Let me know if you have not heard back from someone in the next week or so.

  Best Regards, 

  ***** ****

   

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used this company on two separate homes and the second job had several issues due to a turf and patio subcontractor in the spring of 2024. There was turf installed incorrectly in the backyard with no drainage and the patio was put in without a slope. We had emergency flooding to our home and the company did not return our calls and we had to hire a contractor to correct the problems and our renters were forced to find other arrangements. I have left messages, emailed, and sent a certified letter and no response from the company owner or subcontractor. Please help me get the money I had to pay to get the drainage fixed correctly. I would still like them to come out and redo the patio since they have the matching stone to my pool.

  

  Business response

  08/23/2024

  The customer contacted us when they noticed water damage in the home. We immediately sent someone out there to meet with ****************. At that time when our General Manager met with **************** an issue was found with the turf being dammed up by turf edging. He told the client we would take care of it and make sure it was all handled. During this meeting, **************** said he wanted to wait until after Peak Pool Season when the house was not rented out all the time to get everything resolved. We did not hear anything else after that until we received the letter from *****************. We are more than happy to work with the customer to make sure the issue is resolved. Feel free to contact me if you have any questions. 

  Customer response

  08/23/2024

  In response to the message we received from the pool contractor about our home flooding, there is one large inaccuracy.  We and our general contractor doing the repairs did meet with the general manager, however the only timeframe that was discussed is getting the repairs done before the next renter checked in (that weekend).  We absolutely did not want to wait until after peak pool season.  Since we only had a repair window of a couple of days and due to the pool contractors lack of response to the issues, we had our general contractor make repairs to prevent further flooding.  The bulk of the repairs were due to the drainage being blocked by the turf which is admitted in pool contractors response. This caused the damage inside the home and made the home unlivable/unrentable. We could not have "waited" to fix this.

  I left numerous messages at the end of May and into ***** Sent an email June 28, 2024, sent a certified letter July 12, 2024 and NEVER have I heard back. I would like a date by that I will be made whole for the money I have been out for months, and a date that they will come out to look at the patio to make sure it is redone correctly before it starts raining again.

  *** and ***********************

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Outdoor Living Pool and Patio were hired to do a remodel for the pool and spa of my newly purchased home in 2018. All payments totaling $14,426.79 were paid in full as of 12/01/2018. Although the initial install work was complete problems continued for months and then years to come. I was charged $1,287.40 for a start up, clean up and chemicals which I never received. I made many attempts, asking for a start up and pool school, for almost 3 weeks after the main construction was finished after their workers filled up my pool with water. I finally had to contact another company to come out because I have never owned a pool before and was afraid the lack of attention to the pool and plaster might have negative consequences. Unfortunately I was correct. Within the first year a crack formed which I contacted *** the manager of service for OLPP but never received a response back. Then the plaster started to pull away from the pool wall and floor causing hollow spots. The manufacturer's warranty for the plaster is around 15 to 25 years. However, because it was installed incorrectly the warranty is void. *****, the owner of **** has offered to refund me the cost of the startup and repair the plaster at his cost. This is not an expectable remedy. I have had multiple companies inspect the issue and all of them have given me the same answer. That answer is that the plaster installation and start up were done incorrectly. ***** has since refused to return any calls and any emails. It appears that this is a common tactic for him and his company. The ************************* has specific guidelines for opening a pool and adding chemicals within the first 30 days. None of these guidelines were followed. I would like a refund of what it would cost me to fix the mistake **** made. I have all maintenance records and documents showing this was not a care issue on my end but an installation and follow up issue on their end.

  

  Business response

  06/08/2023

  This information is in response to the claim made by ************************. This pool was plastered on November 6, 2018. The plaster startup was completed on 11/9/2018. The signed contract which is attached stated there was a one-year warranty from the date of plaster. In addition to that there is a place on the agreement that we had the client initial stating there was no guarantee on crack repair. The first time the client contacted us regarding an issue with his pool was *** of 2020. He attached a picture of this contact in his claim below. We told him at this time it was shrinkage cracks and there was no guarantee on this part f the job if it was in his warranty period and in addition to that the claim was made outside the warranty period. When ************************ first contact me, he told me he didn't feel like he received a pool school or all the initial chemicals. With me having no way to know if this was correct or not and, in an effort, to make him happy I immediately offered to refund him what he was charged for these items. He did not agree to this and demanded that we fix or re-do the plaster on his pool regardless of the warranty period, etc. Due to all the circumstances here, I feel like offering him a refund on these items is going above and beyond to try and make him happy. I am still willing to offer him a refund on these items that he feels like he did not get. Please contact me if you have any further questions. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  It has been 9 months since the completion of our pool and 16 months since we signed our contract. At this point I still do not have the cleaner that was paid for in my contract. The lying PM and sales team tried to add non approved cost to my final payment. This was finally cleaned up and confirmed in July with their controller Julio who agreed and got clarification that balance is in fact $0.00 owed. It is now Oct and we still do not have our cleaner that was paid for.

  

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/10/13) */ I spoke with Mr. ********* today. I was not aware that he did not have his cleaner. I told him we would get it to him sometime in the next few days as promised. That will complete everything he has mentioned here.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Outdoor Living Pool and Patio in October 2021 to put in our pool and spa. There has been one problem after another. The biggest current issue is with our plaster. There is white streaking throughout our entire pool of blue plaster. Our pool has been drained TWICE already, one to do an acid wash and the second time to replaster. The white streaks STILL remain all over our pool! Outdoor Living continues to blame it on Noble, the company they use to plaster the pool. Our contract is with Outdoor Living NOT Noble. We are now being told they are waiting to hear from Tim, with Noble, because he has to come and look at the pool AGAIN. Every step of this frustrating process has been done by US - WE are the ones having to call and text our PM multiple times over several days to even get a response. Then, he is not able to provide answers, just makes excuses. Clearly there are employees who don't know what they are doing and we are extremely exhausted from fighting this process!!! We want our pool fixed, fixed RIGHT and fixed NOW!

  

  Business response

  11/04/2022

  Business Response /* (1000, 8, 2022/09/29) */ When this pool was originally plastered and filled with water we and the client immediatley, noticed a calcium issue. We went to the job multiple times to treat the water to try and take care of it. We did verify that the city water there which was used to fill the pool was very high in calcium. At this point most pool plaster companies would say it was not covered under warranty but we did not. We agreed to re-do the plaster which has been done. Once the pool was filled with water the calcium issue came back a 2nd time. We have met with this client to try and help resolve the issue, again even though there is no workmanship or product issue. We have involved he manufacture rep who has agreed to come back out and meet with the client to try and help resolve it when he gets back in town which will be the middle of October. We have told the client this and she did not want to wait. We are trying to help them get it taken care of and will set this meeting up as soon as he gets back in town.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sent Outdoor Living ("OTL") an email on January 28, 2021 that my heater broker. I have a lifetime warranty with them for all pool equipment. After much time and several emails, they finally came to fix the heater but it needed to be replaced. They told me that I needed a new heater and that they will replace it for me. The project manager has been somewhat responsive but has not authority. The owner will not address the issue and has not honored his contract even though it has been 20 months. They kept blaming supply chain issues, but this excuse is no longer valid after 20 months. Again, I paid an additional fee for the lifetime warranty and they have historically been very, very, very slow to fix the broken items. The construction is low quality to begin with. I want them to fix my heater ASAP. Although I have been very patient, I am being ignored.

  

  Business response

  11/04/2022

  Business Response /* (1000, 10, 2022/09/28) */ We have been in communication with this client on a regular basis. Tony our Warranty Manager has been talking with him. We did try and fix the issue with the heater but come to the conclusion it would be best just to replace the heater. We have ordered a heater through our warranty replacement process. I agree it has taken too long to come in but we will continue to follow up on this and we do have every intention to replace his heater as soon as we get it. Consumer Response /* (3000, 12, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been receiving this very response since January 2021. They have not been contacting me but responding to my several requests 50% of the time. I have sent them a certified letter requesting that they contact me with an actual plan within one week and they have not called me after 2.5 weeks after sending that letter. August 29, 2022, they told me that they can get me a replacement heater and to give them until September 2nd for their response. As of August 29th, I still have had no response. I have been in contact with another contractor who is willing to replace my heater and fix the leak to the pool equipment. When that is finished, I will take this company to court to recover my out-of-pocket costs. Based on other complaints on BBB website, these empty promises is common with this group. The few responses I have received are the same excuses I've read from others. After 21 months with no proactive communication on their part, I am moving on with another group who has a good reputation. I am willing to still work with Outdoor Living, but they will not contact me. Again, the only communication I've had with them are vague responses to me reaching out to them. It is now time for action, not more excuses and empty promises.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our inground spa, hardscape, and stone walls were installed 2017. We paid additional money to receive a life time warranty. We noticed the first week of installation that our spa had many white streaks across the blue finish of our spa. We invited Outdoor Living out a few times to resolve the issue. Both times they came out they stated that the issue was with our pool guys pool chemicals. I have since spoken to several pool professionals that think that the problem is with the finish of the spa surface and not chemicals. A few months ago we had a pool professional with 20 years inspect our spa and found no evidence of chemical damage. He stated that chemical damage would be clearly evident on the interior of the pool equipment, and he found no evidence of this. For the past several months I have been making phone calls to Outdoor Living Pool & Patio about new issues, but they refuse to call me back. I've left several message at the front desk for the warranty department that refuses to call me back. New issues.....one of the two walls repaired is falling apart. And the spa has a large crack going down the middle. The old issues still remains as far as white streaks on the floor and side walls of our spa. Over the past year I have also called about a broken heater, and broken pipes from last years winter storm. They never called back about these issues. I replaced the broken pipes, and found out that the heater was not broken, but the manifold needed to be replaced. This company is committing fraud to offer a life time warranty, but won't come out to make needed repairs. My next door neighbor who used the same company has not had any issues with fixing free of charge some of the same items that we have needed to be fixed. The only difference between our families is the fact that we are a mixed race couple. I am black and my wife is white. I find it hard to believe that this company would like to blame us, the consumer, for their failures as a company.

  

  Business response

  11/04/2022

  Business Response /* (1000, 10, 2022/09/28) */ I thought I had already responded to this but I went and met with this customer and we had a great conversation and we came to an agreement with what could be done and we took care of everything he asked for. At the time we met, the client said he was going to delete or update this complaint because he was happy. Feel free to call me if you have any questions.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Outdoor Living, specifically the owner Lance H*** will say anything to get out of paying, warranting or resolving an issue. The push back on how the customer is wrong is beyond frustrating. I'm supposed to have, per the 'contract', two (2) independently run skimmers. You can see here, they are not. I also have leftover valves from Jandy since a shortcut was used to T off a single drain. Explanation is they are upgraded with an 11 second video on why. Which explains nothing. A video from the production vendor has no clout if it was installed correctly. When pushed back upon by the owners, every..... I mean every excuse NOT to fix anything was referred to in 'pool school'. Mine was 2 min and 11 seconds of receded video of the PM showing how the subs screwed up. I have 2 inch pipe, contracted for 2 1/2. It took over 13 months to have the owner believe my LED lights would not respond to the app or the connected system. I chose blue, it blinked 16 colors, I chose green... the same. But yet again. I was mistaken. Even with video proof!!!! I was still wrong per Lance. Worthless company run by a worthless person that lacks business ethics, principles and The warranty is worthless. Just words, no backing and even from the warranty manager, once installed that is all the customer gets. I've had floor pieces break and the owner tell me why I am at fault and he will not fix. Even when in writing, it is confirmed the cleaner used was not recommended because it pulls up floor pieces, Outdoor Living tried to charge me $2000 to replace. It is all subcontractors, they have no control, knowledge of any build and have an excuse for anything. Worst decision in my life to date. Lies are as easy as breathing for Lance. Even with PROOF, he denies any liability. Lance H***, you are liable for your business practice and I hold you responsible for the poor construction, lack of warranty, no resolve and laziness and lies.

  

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/07/18) */ Contact Name and Title: Lance H*** Contact Phone: XXXXXXXXXX Contact Email: *****@outdoorliving-poolandpatio.com To whom it may concern, I have spoken with Mr. ******* on numerous occasions about questions or issues he has had with his pool. When he had an issue with the lighting on the pool I was told by two different manufacture warranty centers that nothing was wrong but according to Mr. ******* they were still not working right. I will be the first to admit that after I had a chance to dig into this more we did find out that the lights were not right. Once this issue was discovered we took care of it right away. Mr. ******* said he didnt get what he was supposed to get on the plumbing of the pool because our "standard" plumbing package has two independent suction skimmers that get installed and he does not have that. I pointed out to him that when his pool was designed and the contract was signed we upgraded him to a "quick cir" premium plumbing system which is made by A&A Manufacturing and the skimmers work off of Venturi and not suction. This is an upgraded system. We then sent him a video to try and explain how the Venturi Skimmers work but he was still not happy. I am personally meeting with Mr. ******* with the A&A Manufacturing rep tomorrow 7/18 to try and show him how his system works and resolve any issues he has. Overall since I have been in communication with Mr. ******* I have been trying to resolve any concern he has and will continue to do so.

*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. ↩