ComplaintsforWooden Spoon Pools of St. Louis LLC

• Initial Complaint

  09/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a liner from ASP was placed incorrectly ,was not measured properly from the pool company (ASP) ill fitting liner. I Was told ** receive a replacement. That never happened. Was told id receive my money back on 9/2/24 . Still no money. I am owed ******* . Looking for my refund. MY payment of ******** was made on 2/17/2023 to ASP.. Very disgruntled. Consumer here. Everything corresponding to ASP is in emails i have all.

  Business response

  09/23/2024

  We installed a liner in 2023 and determined it was incorrectly measured. We made the decision to reinstall prior to next pool season.

  In the meantime, we made the decision to leave the service side of our industry. Client has been refunded her deposit. 

  Customer response

  09/27/2024

  Complaint: 22267235
  
  I have reviewed the business' response and am rejecting it because:
  
  
  I have not been refunded! This is a falsehood. There are no documents for me to attach. I have not received a refund to my credit card, nor have I received a check. Please provide prove as to where my refund is at.
  Sincerely,
  
  ****** ********

  Business response

  10/01/2024

  The refund check was mailed via regular **** so we don't not have tracking on this. The client was told when it was mailed and was requested to give it time to arrive. We can reissue a check if it's not received by client soon but are trying to give the **** time to do their jobs. It's widely known they are having delays in mail delivery. 

  Customer response

  10/02/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ********

  Business response

  10/02/2024

  As indicated in previous response, check was mailed to client. Our bank shows check was cashed from client 10/1/24. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 3, 2024 I paid $2782.00 half of the $5000 to replace my pool liner. On May 13, 2024 they came out to open the pool but never measured the pool to order the liner, when I asked about it, they guys told they didn&#**;t know anything about that part. When it came time for it to be ordered it I received an email in July informing me that they no longer providing that service and I would receive my full refund of my $2782.00 via paper check after consulting with their legal team. I have not heard anything back from them since that email. I was also in communication with a woman by the name of ****** who told me the parent H32303235**303035**32H is H33**3231353638373730H H3338**3032313133**34Hs Pool, her contact ************ and she advised me that I would be getting a check and she could not tell me when that would be and I have not heard anything back from her.

  Business response

  09/23/2024

  After this client purchased a liner from us, we made the business decision to leave the service side of the industry. We refunded this client once this decision was made. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a swimming pool cover on Nov. *******. It is July24,2024and I have not recieved the cover,nor my money back. I have emailed Shilo at American Swimming pools eight times and either called or texted her 20 times since then,but no results. She never talks to me on the phone,just leaves voicemail or email excuses. Her boss notified me that he would help,but he has since deleted his correspondence on ******** and I can't contact him. I have copies of the emails, phone calls,texts and a hard copy of the Bank of America credit card receipt from November 2023 if you need any evidence. The bank is helping me with a refund via my credit card dispute and fraud claim. I have a lawyer on standby,but I hate to spend more money to retrieve money. I just want my money back. If ***** would have done that,I would have kept quiet, but now I'm pulling out all the stops. Please let people know this is NOT a trustworthy company. I have told everyone I know.Thank you for your time. I look forward to hearing from you soon *****************************

  Business response

  09/23/2024

  We made a business decision to leave the service side of our business and this client was refunded her deposit. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 28, 2024 I contacted ************************* (who works for Wooden Spoon Pools of Innsbrook, LLC d/b/a American Swimming ******* of Innsbrook ) via telephone. I advised ******* that I was wanting to have a hot tub that I already purchased installed at my rental residence located at ****************************************************************************************. ******* advised me that her company was working on filling the lakes and would be able to help install the hot tub once finished. She further stated that the hot tub would be fully installed in less than two months. The service that was to be completed was pouring a concrete hot tub pad, run electricity to the hot tub, and remove a tree *****. ******* informed me that the total price would be $4,900. A deposit of $2,400 would be required immediately. I paid American Swimming Pool Company of Innsbrook electronically in the amount of $2,400 on February 29, 2024. On April 2 2024 I email ******* asking for an update. ******* failed to respond. I also called ******* at ************ to which ******* did not answer. At that time I left a voicemail. I then attempted to email ******* again on April 10 2024 asking for an update with no response. I emailed ******* again on April 12 2024. ******* finally replied on April 12 ********************************************************************************************************************* ******* did NOT follow up with me so I emailed her again on April 19th to which I was informed due to the rain the project could not be completed yet. I then followed up via email and phone calls multiple times on the following date; 5/13/24 with no response. I called ******* on 5/21/24 with no answer. ******* replied via email on 5/21/24 with a picture confirming location for the work to be completed to which I acknowledged and confirmed. Due to the work still not being completed I emailed and called ******* on the below dates with no response at all from her 6/12/24, 6/19/24, & 7/1/24. More details are available

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started working with *************************(salesperson), and *****************************(owner). Last year in July 2023 by October, a contract was signed to have an old pool removed and build a new pool along with concrete work. I have paid almost 60 thousand dollars and nothing was ever done. There was never a permit even accepted. After multiple lies and deceitful acts I know this gentleman has frauded me out of this money. He promised start dates and never showed or corresponded. There Is no communication. He will not answer any phone calls, along with his secretary *************************. They are deceitful and are stealing money from multiple customers. I am now at a loss of almost 60 thousand dollars.

  Business response

  09/23/2024

  We are completing the project as contracted. 

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed our contract to have our pool installed on 3/31/23 They make promises to come and finish the work but never show up. They dropped our pool in the ground and couldn’t get the jack out from under the pool so they left it there. The sides of our pool are curved in from the backfill pressure and not properly filling water and backfill at the same rate. They had a concrete company come out to concrete and they did such a terrible job and slopes it towards our house so our house had sitting water on it when it rained with threat to flood our home. They cut our pool when removing the concrete and dropped boulders of concrete into our pool which are all still there. They damaged our siding, killed several trees, have never ran electric for our pool and will not give us our money back. We have over $8,500 in damages to our home and property.

  Business response

  12/11/2023

  The attached letter was provided to the customer without a response.  We are also exploring a tortious interference with contract claim with this customer on another homeowners contract.

  3
  ***** & ***** ******
  **** ******* *****
  Columbia, Illinois 62236
  Dear Mr and Mrs. ******:
  My firm represents America’s Swimming Pool Company of Innsbook (“ASP of Innsbrook”). I am
  in receipt of your November 2, 2023 correspondence and have reviewed the situation with my client.
  While we understand your frustration that the swimming pool project is not complete, we cannot
  agree to your demand for payment of $65,737.34. More than anyone, you are aware that the project has
  been severely delayed by issues with the concrete. The original concrete has been removed. The original
  concrete contractor has been removed from the project, and we have invited you to select the new concrete
  provider. Once that aspect of the project is complete, ASP of Innsbrook remains ready and willing to
  complete the project. Completing the project includes an onsite review from a subject matter expert
  retained by my client’s parent company. This expert will review all of your concerns with the project and
  outlined within your letter.
  Notably, the concrete work represents the last hurdle before ASP of Innsbrook can complete the
  pool. Accordingly, my client has completed the majority of the project, including the installation of
  $57,000 value in the pool shell and associated equipment. A full refund would be impossible and not
  commensurate with the issues regarding the project because the pool is substantially complete.
  Your letter mentions issues with “electric, concrete, and lighting” as well as issues with the pool
  itself and other damage to your home and yard. The concrete issue is well documented, and with the
  contractor that you have selected, posed for completion. However, my client is unaware of any problems
  with the electric and lighting at your house, other than your statement that an issue exists. Importantly,
  issues with the yard, fencing, and finalizing the pool installation are addressed after the concrete is
  finished. These matters are covered by my client as part of its finishing work at no cost to you, which
  includes the side yard landscaping. We would like to hear more detail about the electrical and lighting
  issues so that they can be addressed.
  To confirm, ASP of Innsbrook stands willing and ready to finish the project once the concrete
  installation is complete. I understand that you have questions or may need clarification. We are happy to
  schedule a meeting to review timelines and expectations, and I am glad to speak with your attorney
  regarding the situation. If you can provide your attorney’s contact information, I will reach out to him or
  her.
  *** ** ******* ******* ***** *** | St. Louis, Missouri 63105 | T. ************ | F. 3***********
  **** ** ******** ******* **** ** ******** ******** ***** | T. ************
  **** **************
  ******* T. *****
  Direct: ***** ********
  Email: *********************
  Should you have any questions or concerns or to schedule a meeting, please do not hesitate to
  contact me at ***** ******** or via e-mail at *********************
  Very truly yours,
  ******* T. *****

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February 2023 I agreed to purchase a new swimming pool liner for my inground pool from ASP. It was agreed that installation would be completed by Memorial Day at the latest. I was required to make a 50% down payment.Memorial Day, Fourth of July and Labor Day have all passed and I still dont have a new liner in my pool. It has been over six months and I have lost all patience with what I consider an act of fraud. My frequent calls and emails are usually ignored or minimally responded. The spin that ASP has had difficulty with their supplier. In July the new orders supervisor advised me she had good news; my liner was on the vendors shipping schedule and the liner would be installed immediately upon their receipt. This was obviously untruthful.I am 79 years old, a veteran of the US Army and live on a fixed income. I cannot afford fraudulent transactions. My deposit was $2600.00 and damages created by their pre installation work amount to at least $500.00.Please help me! I have an empty pool in my backyard and preparing it for winter is a major issue. Although I would prefer a new liner installation, at this point I just want my deposit and damages to close this matter.Thank you for your anticipated assistance.

  Business response

  11/29/2023

  This project was completed for the customer and was waiting on project materials.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In December 2022, I made a $5000 deposit ( over half the total). ** that time the *** rep came with another man representing the liner manufacturer rep. ** that time they measured for the new liner and safety cover, The said the would install it at the end of April 2023. When they finally showed up on May 18. They put the liner in and pumped about 8000 gallons of water, only to discover that the liner does not fit and they will need to get a replacement liner. During this time *** and the liner manufacturer, Loop-Loc, were fighting over whos mistake it was. During that time I sent multiple emails asking for a Status, those. finally on July 7 a crew comes over with a new liner. They replace the liner and this time it fits. We filled about ***** gallons of water only to discover this liner is ripped and must be replaced. On 7/28 I received an email saying that they have ordered the replacement, 21 days after it was reported it was ripped. ** this point I am out $250 in water. On 8/17 I get an email that the new replacement has shipped. Since then I have not received any correspondence from ***. They dont return my calls or email messages.

   

  ***-Americas Swimming Pool
  ********************************************************************************
  ************

  Business response

  11/29/2023

  Project was successfully completed for the customer and we are awaiting payment.

*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. ↩