ComplaintsforSaffell Pools & More LLC

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had reached out to SAFFELL POOLS & MORE LLC in February ************************************************************* late April/early May 2024. They asked for pictures, measurements and type liner of my pool. I sent in the pictures and they told me they could do the work. They said to purchase the liner of choice. I purchased a $600 non returnable liner. In April I contacted them numerous times by phone and text to confirm a start date. They would not return my messages until May. They told me to empty the pool and send pictures in before they would consider coming out. I emptied the pool and had it all prepped and ready for them to come with the pool liner waiting on my pool deck. They came the last weekend in May and started working on my pool cutting away the liner 3/4 of the way off. They revealed some rust on the wall and said that they could replace it, but they didnt have the part right now and they would have to come back. They said they would come back in two weeks with an estimate and part for the job. They left my pool exposed and empty for 5 weeks. After numerous attempts to get a hold of them they again would not return my call or text. I had sent them updated pool pictures because since they left my pool empty & exposed and never returned I now had wind damage, rain damage, flood damage, rodent damage & sun damage. They again ignored my phone calls and text. Then would tell me they would come out the next week or the next week. They told me that I would need to dig out under the pool before they would come back. We dug out underneath the pool and pulled the dirt away from the wall and they again wanted pictures to see if this was suffice. I asked for an estimate, and they doubled the cost and told me I they would come out Tuesday, July 2 at 9 oclock. When they got here on Tuesday, they got out of their truck. They went in my backyard unannounced and then left. I called them & 2 hours later they replied that I did not do enough.

  Business response

  07/14/2024

  I let the customer know that she would be on a list for liner change. I do not purchase liners I only install them. I asked the customer if pool was buried at all she said no only partial deck. Due to an over rainy season, the illness of my mother, and my wife it pushed my list back. Customer was told this. I do not give out exact dates because weather which is out of my control dictates how much work I can do. I do not take deposits or guarantee dates. 5/25 went to customers house to change out her liner. 3/4 of the way removing existing liner i found extreme rust on the wall near the ladder side of deck. The wall was rusted out so bad that I could put my whole fist and fingers through. I showed the customer and let her know that was unsafe and no way would I be able to put a liner in that pool it was absolutely unsafe. That her option would be new pool or just get rid of the poo. She stated that they really didn't want to get a new pool  they just really wanted it to last a few more years. I told her they could buy a new wall if they could order but who knows how long or if available. She just really didnt want to go the summer with no pool and if there was any other way. I told her I might be able to get them piece of pool wall from a tear out depending only if I could find one in good enough shape to be safe to rivet on to the existing wall. But if and only if they were to dig out behind the pool wall where it is in fact buried and cleaon ^/n out enough for me to get them in the track straight. Customer was going to discuss with her husband and let us know what they wanted to do. Customer let me know later that day that they would like to have me to do the repair and understood that we were very busy and to let them know when they would be placed on the list again. I have attached the screen shots of our texts showing where I asked multiple times if **** was dug out enough for pool wall to lay in straight and she said yes. 7/1 customer asked what time we would be there the following morning so she would know. And and estimate for the job. i was un able to determine from the pics so i told her 9 am. 7/2 I arrived at 9 am inspected area could not proceed due to customer not digging out the wall as agreed for me to do the job correctly.

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