ComplaintsforSwift Pools Inc.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contract with Swift in July of 2020 to have a pool built in 2021. Swift said they'd have it done the following year. There have been numerous delays and 3 years later, the pool is not done. We were finally told last fall that our pool would be built this spring and that we were next in line. When spring came, we received an email saying that regrettably they were going to have to charge us 40-45% more than the contract price, due to the circumstances of the last three years, and prices going up. They also stated that they understood if we need to cancel, and would return our 10k deposit in the order deposits were received (not immediately, but in their time). We spoke to an attorney, who read the contract and said they are in breach, as their contract does not allow for price changes. He also said that we can sue them for the difference in what the same pool would cost now with another company. My husband sent an email to Swift demanding our deposit back immediately, and we just received another email stating that they are keeping part of our deposit for staking the pool and applying for a permit. Their prior email said nothing about that. We would like our full deposit back, and an apology for time wasted and the unprofessionalism of the company.

  Business response

  05/12/2023

  The ******** did sign a contract in July of 2020. They put a $500 on a credit card as part of the required deposit of $9820. In July of 2020 we had an indication that materials were delayed and we were limited as to how many pools we could dig. We informed everyone that there would be a delay. They were never told they would be the first pool in the spring as there were two customers in front of them and the paperwork from the surveyor was need to apply for the building permit. The pool was staked out in July 2022 at which time the balance of the deposit was placed on a credit card. The pool was staked out and the ******** decided they wanted to change the shape of the pool. The pool was again staked out in the new shape. At the second stake out the permit papers had been filled out so they could sign them. The Harland were to have a surveyor come out and do a drawing so the permit could be applied for. That was never completed. Since we were out two times to stake out the pool and gave the information to the surveyor we felt it was fair to offer them a refund of $9,000. All they need to do is come to our retail store in Newark with the same card they put their deposit on and they can recieve their refund.

  Customer response

  05/17/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 20050483

   

   

   

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Were held to a signed contract for 952 days until Swift Pools canceled due to lower profits for them. Signed a pool CONTRACT in Sept 2020. On May 5th 2021 (245 days later) we received concerning updates from Swift on progress of pools ahead of us and asked to cancel for full refund. 5 weeks later, per their lawyers, we were told NO we could not cancel as we have a signed contract. Over the next 707 days (952 days in total) there were 80+ update emails exchanged with a few additional requests for cancelation with refund or to sell our contract – all were no. It was clear Swift was holding us to the contract. On March 30, 2023 (939 days since signature) we received a form letter from Swift saying our CONTRACTED price will be going up 40-45% due to increased costs. We strongly questioned this as we were held to our end of the contract for 939 days and they need to adhere to theirs. On April 12th we receive a contract cancelation email from Swift with refund. Our kids are devastated

  Business response

  05/23/2023

  Mr. ***** had asked for his deposit back. We told him because he put it on a credit card he would need to come to the store so we could refund his deposit on the credit card. Over the Easter weekend he decided he wanted to have us put the pool in at the contracted price. It was explained to him in a letter that we sent to our customers that we could not put the pools in at the contract price that we signed in 2020. We have had a number of customers who understood our situation and agreed to the increase and others who just wanted their deposit back. We are not asking for more money to increase our profit just to cover the increased cost of the pool installation. Mr. ***** seems to think we are just trying to increase profits that is not the case. We have the right according to our contract to cancel the contract and give back the deposit. We chose that option with Mr. *****, but again he would need to come to our retail store and have the money refunded through his credit card. He came to the store was hostile with our employee and proceeded to knock the credit card machine and stapler off of the counter an then walked out. He received his deposit back and now he is free to contract someone else to install a pool for him. The pandemic and its affect on all of us was a big surprise and there was no way any of us could have known what was going to happen. 

  Customer response

  05/23/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I do not accept their response to our complaint.  At no point did I ask for our deposit - that was the only option that Swift provided.  They sent me an email stating that they are canceling our contract.  At no point in their "response" do they take accountability for stringing us (and other customers) along for 2.5 years.  We asked out of the contract 4 times over the years and each time we were told no.  Due to their inability to do their job - the costs continued to rise.  We were held to the contract and Swift should also be held to their end.  The part of the contract they cite as their way out of the contract states - if they can not install within 120 days they would have the ability to cancel.  We were at over 950 days.  Their statute to cancel has well expired.  There are several other customers that I am aware of that were treated in the same fashion.   Regards, Complaint ID: 19960945    

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November 2021 I contact Swift Pool in Newark, DE in regards to a Loop-loc pool cover we purchased thru them in 2020. We attempted to contact them on several occasions over a 4 week span and they did not address our concerns. They just kept telling us the owner had to review our pics and get back with us with a decision. They never got back to us. After 4 months of no response, my husband finally was able to talk to with a woman whom informed him that she didn't think that the damage to the cover wouldn't be covered by the warranty.

  Business response

  03/25/2022

  The pictures I saw only showed the mouse holes in the cover. I have attached those pictures. We were told the cover is stored in an outside shed just in the bag and easy for rodents to get to it and do damage as you can see in the pictures. It does appear that the stitching is coming apart on the strap. The only thing that can be done is to have the customer detach all the hardware from the cover fold the cover up and put it in a box bring it to our retail store so we can send it back to Loop Loc. The warranty is with Loop Loc not with Swift Pools. When the customer called a couple days ago they were told that we would contact Loop Loc about the cover.

*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. ↩