Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This complaint is in regard to Creative Pools and Patios. They have stopped responding to our requests to remedy our cracked pool tile due to installation error. We initially sent emails explaining our situation with the cracked tiles in the pool and spa in August 2024. ***** **** (owner) and **** ****** (Manager) met with us in September to see the failed tile. ***** agreed there was an issue and the tiles should not be breaking. He told us he would be investigating further with the pool tile manufacturer, but we have not heard from him since then. We have attempted to call, email, text and leave messages since September. Three months have gone by with no response despite weekly attempts.Pool completion date was July 2022. Understanding that we are still under warranty (THREE years), we request Creative Pools and Patios fix our issue. We are open to Creative Pools and Patios paying for another pool installer to fix the issue.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Our pool builder is not responding to our warranty requests regarding cracks in pool deck and pool waterline tile. I have reached out to him by text, phone and email multiple times. The subcontractors will not work with us to fix the issues because the pool is still under warranty. They have tried reaching out to him also and he's not responding to them either.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was contracted to repair leaks in pool and replaster pool. Upon draining pool employee damaged our decking by placing pump on deck and it wore a spot through to the concrete. Owner acknowledged mistake and said it would be taken care of at the end of job. Cracks were repaired the day plaster was applied no instructions were given. I had pool filled at my expense since it was not in contract as assumed. Owner came next day and I asked about chemicals was told it was fine till next week when my regular company was coming. Asked for last payment, I paid. Owner came next 2 days to brush pool. White spots started to appear on plaster. Owner came out said not right would talk to plaster co. Then he seemed to disappear. I called office line since no answer to text anymore. Was blocked on office line. Then was told by email that it was between plaster company and me. After over a month of asking when my other items would be done lights, bubbler, and deck repair. Owner final showed up.pulled lights out, took one, took *******, said he would replace jet covers that had been removed during the plaster process, and would repair deck. He did throw some white concrete on the deck which was so rough it would cut your feet. But not match at all. When asked again about ******* said hes the contractor not me, he said its not right not from chemicals, let me pray on it and figure out what to do. Then he disappeared. All I kept getting by email was it wasnt in the contract to repair lights or bubbler. Which it wasnt, my fault. We talked very first day he came out and several times after all times said no problem we will fix. If not in the contact why did he come pull lights and bubbler then? Where are my jet covers? Why wasnt my deck repaired? What about the messed up plaster? At this point I just wanted the job completed. I did get light and bubbler back I picked them up. I just want the job I paid 18k for complete.

  Business response

  06/20/2023

  My worker did damage the deck & we will touch up that spot. I had suggested to her the entire deck needs to be repainted.

  As such I will touch it up.

  Filling the pool is always the customers responsibility. Never was it asked or mentioned who would fill the pool.

  I did not tell her no chemicals. I told her on remodels we do not do that. I did brush her pool & add chemicals as they were celebrating her birthday that weekend.

  We have no control over how the plaster cures. I do usually mention to customers that Grey marcite does mottle.  This particular job did it.

  The lights were never a part of the contract & I pulled them to replace them as a courtesy. When she started hounding ** daily I chose to not replace them. Never asked for a dime.

  She got everything stated in the contract.
  

  Customer response

  06/25/2023

  Complaint: 20178853
  
  I am rejecting this response because:

  When you contract a job for a pool repair which included having to drain the pool to complete job one would assume since not mentioned in contract that company would drain pool but it was done by the company I would think it reasonable to assume my pool would be put back in working order when plaster is in since you can not leave a pool empty, and can not fill a freshly plastered pool with well water (as plaster company informed me).  So I had to scramble to take care of it that day.  With regards to chemicals I asked owner specifically if I needed to add chemicals since it was obvious at that point owner was not going to put pool back like it was concerning water and chemicals and was told no its fine, when does your regular maintenance company come?  I said next week was told that was fine.  Later found out pool needed chemicals added immediately.   I would think someone who does this for a living should know that.   After the fact when plaster started changing and getting covered in white spots owner is one who said its not right, on 2 different occasions.  I was told to contact plaster company, not his problem. As regards to the lights and bubbler they were discussed on several occasions well before the contract and after the contract.  So no not a courtesy, but if that is what the owner wants to tell himself so he can sleep at night.  I was told someone will be there today, someone will be there tomorrow, I cant tell you how many times over the course of this job if you consider me texting is someone coming today? After I took off work several times, hounding then yes I guess Im guilty.  But when someone says we will be there and never shows up over and over.  Which by other BBB complaint seems to be a ongoing issue.
  Its just sad when a company takes advantage of a military family knowing that my husband had to take a longer deployment to afford this repair and knowing he was dealing with a military spouse already stressed.
  
  Regards,
  
  *****************************

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We began construction August 2021. We were told our project would take 5-6 months and it has yet to be completed. The owner and his project manager continue to tell us they will be out to complete open items and 1- show up and do not complete open items and 2- say they will be back and do not return. They do not answer phone calls or texts on a timely basis. When they do respond it is rude and full of excuses. We have provided very clear punch list items. We have met one on one and gone over items specifically and been told they would be completed in a timely manner and they do not return. They then question what was on list, and are extremely rude and unprofessional. We would like our items on punch list completed and existing foundation problems and structural problems complete. The list includes-Close hole in ceiling in pool house and stain to match existing roof material Case electrical wires/stain to match existing roof materials Replace damaged stainless steel door in kitchen area Polish lueter countertops in kitchen Flu and screen and lueter cap finish on fireplace Remove broken key out of gas in fireplace and replace w working key. Buff chips out of lueter( fireplace and spa area) Gutter on side of structure that dumps into flowerbed Umbrella holes In lueter to replace holes that were covered up after they broke pipe Repaircement work by stairs that was done improperly Come to resolution over patio stain/ sun coat per earlier discussion - as paid for in our original contract with CPP File areas of patio that are messy/ uneven Repair seams by pool

  Business response

  08/19/2022

   Greetings,

   Below is my reponce to the complaint filed against my company by *********************************.

  Our contract was not signed *********** July 13 2021. It took a minimum of 30 days for HOA review. The pool was plastered in May 2022 at which point they were using the pool.

   I have been called an a******, liar & threatened with smear tactics for ove 4 months now. My ******* has been berated by ************************ as well. It is hard to find any subs that will to go to her house to finish anything because of her attitude. Therefore I am trying to fit her in while still managing my business. The customer still owes me over $21,000.00 so I would love to finish them up but have serious doubts that they will ever pay.

  I will go the week of August 22nd to address the outstanding items.

  We will not be addressing the gutter issue as that is not part of our scope of work. The deck is poured exactly the way ************************ said she wanted it so I am not going to stain or sundeck it.

  I also have a pallet full of ledger stone she picked & decided she didnt like that I paid for & went & picked up. It is unreturnable & I would like reimbursement on that. Right now I am storing it in my warehouse & it is in the way. I cant give it away it is so ugly.

  I would like some sort of gauarntee that once the listed items are taken care of, I will be paid in full. My company has built over 20 pools in that neighborhood & the Penningtons are the only ones who have been unpleasnt & unprofessional.

  SInceely,

  *******************/owner

  Customer response

  08/27/2022

  Complaint: 17665981
  
  I am rejecting this response because:

  ******************* is gaslighting, deflecting and not presenting truthful comments. We have paid his company  over $200,000 to date. There is no basis in reality  for his comments. We are waiting to pay the final portion until the job is complete as stated in our contract with Creative Pools and Patios. 
  As evident in his email response, he is incapable of professionalism and dealing with facts. We have over a years worth of correspondence via text, email as well as video footage of the way he chooses to do business. 
  The stone he referred to may be returned according to the Floor & Decor policy. 
  There is zero smear tactics going on, we have had several other neighbors reach out to us because they are having the same issues with Creative Pools &Patios and we simply shared our experience. 
  The comment about no subs being willing to come to our home is also untrue as *********************** was here last Saturday, per our request doing work for us as well as the *********************** - both subs introduced to us by Creative Pools & Patios. 
  
  I am also attaching photo of our project ********************* posted on his ******** page in February- saying they were wrapping up our project.

  Creative Pools & Patios will be paid in full when the contractual obligations are fulfilled. 
  

  
  
  
  Regards,
  
  *********************************

*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. ↩