ComplaintsforCentral Florida Pool and Spa LLC

• Initial Complaint

  09/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Having had a leak in my pool/spa I contacted the above company to do the rectifications. The rectifications were $375 paid in advance with a 60-day guarantee to return if the leak was not rectified. Within 3 weeks I called the company back as the leak to my pool was still very prominent, they came again and supposedly rectified the leak. Again, the leak was still prominent so I called them again, this time they refused to come out saying I need the pool resurfaced even though I had a 60-day warranty but instead quoted me over five thousand dollars and told me I need the pool resurfaced. On speaking to a member of their staff I asked if the pool could be pressurised, I was informed there was no need as the problem was the surfacing of the pool and needed resurfacing. I was very unhappy with this situation and did not completely believe what I was being told so I called in an alternative supplier who pressurised the pool and spa and found the reason for loss of water was in the spa and rectified immediately. Having paid $375 for a leak that was never solved I would like my money back having written to the company and asked for a response I am still waiting for one and also my payment to be returned. I believe this company was only interested in resurfacing my pool at over five thousand dollars rather than sorting out the leak which was eventually found in the spa. I would never use this company again and I would most definitely recommend them to anyone else. They are only interested in the most expensive solution of re-surfacing rather than rectifying a leak. I am still awaiting a response and refund of my monies paid in good faith for a job not completed.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/09/16) */ We did do the leak detection as requested. We did go back again for free and re dove the pool. Please see pics and videos below. We did send a quote for resurface of the pool PRIOR to diving as tech could clearly see the delamination of the finish. Our leak detection estimates states fix MINOR leaks found in these areas' jets, skimmer grout, lights, drain, finish. After diving the pool twice informing the customer prior do doing the job, we recommend a resurface. Being told to proceed anyway we feel confident that putty will not fix the problem, we would need a dump truck full of putty this pool needs remodel. We could have quoted the client for a pressure test of the lines, but we told them that we felt it would be doing them an injustice to take their money for this as we can clearly see the finish falling off the pool. Also, the owner did request a quote for remodel prior to us diving the pool. You can see where they say they can see issues in their finish. I have attached their email. We did perform the work made numerous repairs did as much as we could do but cannot patch the entire pool finish. Consumer Response /* (3000, 7, 2022/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) with reference to the response from the company, the company did NOT come back for free as I had paid for 60 day guarantee with my price and that I was told they would come back as often as needed until the leak had been closed. It was still leaking from the jacuzzi when they refused to come back for a 3rd time. I do not recall receiving the quote prior to the pool being dived however my emails were playing up at the time. My question is how can an alternative supplier rectify the leak without the need to quote for resurfacing when this supplier could not, like i said in my previous correspondence they are not interested in detecting and rectifying leaks they just want the bigger jobs of resurfacing the pools at five thousand + dollars each time. The supplier that found the fault which this one did not charged inclusive of pressuring the pool the same price as this company charged for failing to find the leak and finish the job. They say they felt confident that putty would not fix the problem and we would need a dump truck to fix it, Firstly there was no dump truck full of putty delivered to my property and secondly the problem was rectified by the alternative supplier who did a professional job and found the fault in the jacuzzi first time on their first visit. They go on to say in their comments that they could have quoted for a pressure test which would have meant paying them more money when in fact the company that rectified the problem was the same price they have taken from me for a job poorly done with leaks still present after their second attempt with a refusal to come back and only wanting the bigger job for five thousand dollars or more. If they did as much as they could as they say how come there competitor for the same price completed the work on my pool to stop all my leaks with no hassle and no recommendation of having to pay five thousand dollars and no dump truck full of putty outside my house. The leak was closed on there first visit and has not leaked since. The company i am complaining about are totally unprofessional, useless at repairing leaks, only wanting the bigger jobs for massive amounts of dollars. I would never use this company again and would suggest no one else does either. I still require my refund of $375 for a guaranteed job that was never done and the leak was still present after the refused to attend again. A very very bad company. Business Response /* (4000, 11, 2022/10/06) */ We have already responded to this client on this site and numerous times via email and phone. Hate to be redundant. But please see previous responses and photos etc. Consumer Response /* (4200, 13, 2022/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't feel that is a very satisfactory resolution. you took the payment upfront before you did the job, you assured me I had a 60 day guarantee and you would repair the pool and you would come back as often as needed. At the first hurdle when you could not find the leak you jumped ship and failed your obligations to find and repair the leak in my equipment. If a competitor of yours can satisfactory find and repair a leak after only one visit then you must be using inferior products or inferior employees. It is shameful and disgraceful that you brush aside your obligation to a client after taking your payment. I would like a full refund of all monies paid to your company who took my payment agreeing to do a job with a guarantee and did not do it. I have put notification of your company on my subdivision website in the hope that no other home owners fall in to the same trap as I did. Your company is a total disgrace to all the good companies working in and around Orlando. I would like my refund please for a job not done.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for a new pool resurface and retile around the entire pool perimeter. The job was done 11/2019. Ever since the job was done, the pool tiles have been falling off. Central Florida Pools will come out and glue them back in occasionally, but the tiles are still falling off. Grout is missing in between the tiles, and the mortar is not even. It's clearly a bad tile job. They told me they used a pool installer that was not good and there's nothing they can do about it. They don't return phone calls, I call repeatedly to be told that Jeff and Lisa are "out of the office today." This home is my sole income as a vacation rental, and closing it for a major repair costs $250/day (I have plenty of records that shows it is constantly booked at this rate). All of the tile needs to be removed and done correctly. I need to be compensated at $250/day that the repair leaves the pool unusable because those dates need to be blocked. Or, I want $4500 to hire another company.

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/05/23) */ The pool remodel was completed 11/12/19. We give a one-year warranty. It is stated on the paperwork. It is now May 19, 2022. obviously outside of warranty. We have gone back to assist after the warranty in Sept, Aug 2021 and March 2022 for free as some 1x1 tiles had come loose. The pool water chemistry was an issue here as it was not being taken care of properly. We had to do a scale treatment in January of 2020. Then We serviced the pool from Feb-April 2020. But since then, have no record of water chemistry or the condition or care of the pool and chemicals. The manufacture of the pool tile did inform improper water chemistry could be causing issues here. We are willing to work the owner to resolve any issues and have been in contact.

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