ComplaintsforSunQest, Inc.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This transaction has been severely drawn out since final payment was made to SunQest in April of 2022. The vendor has been slow to respond if at all to get a technician out to make repairs to faulty equipment and or installation of pool equipment to include Ozonator, Pump and LED lighting which a ******* Certified Technician stated was installed incorrectly. The lights wiring harness was installed in flexible conduit vice rigid conduit to provide crush protection. The vendor then stated they would come back and splice the replacement lights in below the waterline and that they have done it many times in the past. I verified with the equipment manufacturer if that was acceptable and I was informed that installation in that manner would void warranty.I was informed via text message on August 9,2023 that it wouldnt be much longer before someone would be on site to address the issues. On September 28, 2023 a technician showed up unannounced and attempted repairs which resulted in hardwiring the Ozonator to always operate regardless of flow rate, attempted led light repair and could not get fixture out to access harness so left one of three lights pulled out of fiberglass shell allowing water penetration into the pool cavity a total of 8 inches of water was lost as a result. When I reached out to ask why was the light fixture left in that condition and report the water loss I finally got a response October 5, 2023 that ***** should be out within a couple of days. I attempted contact on November 17, 2023 no response from vendor owner and have not seen nor heard from anyone. He has since silenced all notifications from my number.

  

  Business response

  11/29/2023

  I will try my best to satisfy ******************  We have been slow to fix and i apologize.  The "ionizer" is working but does need a control switch.  We plan to do that tomorrow and will update this response.

  The LED lights are the challenge.  Contractually it's the electrician and not us but we're trying to help.  Our subcontracted pool installer did run the LED conduit for the electrician charging ***************** directly for the materials and apparently, he used too small of a conduit.  A couple LED's failed and have been replaced by the manufacturer but not installed.  They were unable to pull the old LED wire out to "fish" in the replacement.  The subcontracted installer that did the work is not responsive, so I paid my helper to go and try.  Unsuccessful so far but we'll try again.

  Hopefully my next reply will show some successes.

   

  *****************

  Customer response

  11/30/2023

   
  I am rejecting this response because:
  The response states try as opposed to providing a detailed response and solution to the before mentioned issues.  
  

  All work with regard to the pool or spa was performed by the vendors contractor with exception of main power and safety bonding and grounding which was performed by the home electrical contractor. 
  

  If the wrong conduit type was installed for the light or any other component then it should be fully removed and replaced so that all components are fully and easily maintained.  As I do not want any speculation about the correct installation practices of any items that *** show up on a certified pool inspection.  
  

  Please put forth a remediation plan that outlines each step of the corrective actions. 

  

  Business response

  12/01/2023

  Our contract is clear about the electrical.  We received no money towards the electrical for the LED or anything else.  That was the customer's responsibility.  This would be a main point if this continues to the courts.  The customer negotiated with installer *************** and paid him directly for the LED conduit.  Legally, SunQest is not involved.  If the customer would like to approach *************** who he paid to install the conduit, we will provide his contact info.

  However as stated, we're willing to "try" to resolve the issue.  We'll probably be successful but it's not going to involve digging up his concrete and replacing conduit but rather getting to the two low voltage LED wires and splicing them to a new LED.  It'll work fine and be safe.  If the LED ever needs to be replaced in the future the same procedure would be used.

  We're willing to give is the "try" at our expense.  

  *****************

  SunQest

  Customer response

  12/01/2023

   
  I am rejecting this response because:
  This was the recommended installation technician who was highly recommended by the vendor for a turn key solution.  If the vendor can produce a manufactures letter of endorsement stating that splicing of the sealed LED assembly is supported and warranted in full then I would consider reviewing said *******/****** letterhead endorsement. 
  

  I have been more than patient over the last year and half waiting on solutions to issues that never come to fruition. 
  

  I just want what I paid for in full to operational as any consumer, but this is far from what I have experienced. 
  

  If the vendor feels that any part of the contracted third party installation was not in compliance something should have been said at the time of installation.  I placed my trust in what was represented as being a leader in the space with engineering process and degrees so why would I second guess anything being said you guys were supposed to be the professionals, right?  Google is far more powerful than our legal system (sad but true fact). 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool purchased October 2020 Dropped at property April 2021 Installation started 5/27/21 Price paid to contractor to date $24000 Items including in contract not provided, Electrical work, handrail, 2 spa jets, pool cleaning items (vaccum and hose) No pool set up - Chemical balance etc. Promised a turn key job Business has failed to resolve the problem/repair to damage, locate the source/replace the damaged material - Many attempts had been made over the last two years without resolution. Seeking replacement of all material and removal of existing pool shell Refund and removal of the existing shell from my property

  

  Business response

  06/08/2023

  Response attached.  I have no problem continuing to happy resolution and will continue work.

   

  ****

   

  Customer response

  06/26/2023

   
  I am rejecting this response because:
  
  

  This pool has leaked since the day it was installed. I have witnesses to this and emails to provide it was reported. This pool is certainly not useable. I can assure you that enjoyment is not a word I would use in connection to this experience. The issues here are in no way shape or form caused by something or someone outside of SunQest personnel, not us and not the electrician. *********** never came to our home to access the leak or oversee any attempts at repairs. I doubt very seriously he even has a clue as to what has been done by his staff. The grader/installer (****) no longer works for him after telling us he was going to recommend to Sunqest the pool be replaced if that was what needed to be done. He assured us he was going to do the right thing. He told us *********** says this is going to cost him a lot of money. His refusal to do the right thing and his poor business practices led **** to make a decision to discontinue his association with *********** and Sunqest. ************* own son said he couldnt fix the pool and agreed that it needed to be replaced. He said he had recommended this to his Dad, as did ****, but he appears to be in denial or doesnt have the insurance or funds to pay for mistakes his business made That should never be acceptable when people pay a business to perform a good and/or service they tell you they are capable to provide. It should not be at the expense of a customer when they business screws up. A customer should not be left to do all this work to get a good or service they did not receive. A customer should never be refused a refund on a defective product and a business get away with doing that. We contracted to pay for purchase and installation of a new operational unflawed unscarred pool that we were never provided with. 

  The pool leak was NEVER repaired and remains an issue, only made worse by their poor attempts to patch it to collect more money from us. Since their last visit, the pool now holds absolute no water. We could not possibly be using the pool in the shape he left it. He says put water in it but let it in such disrepair that would have been impossible even if we would have tried. The jet openings are cut out and have slices in them and no jets and we knew the leak was not fixed because they did the same thing they have done the few times they have been here to address it at all. 

  As to the electrical, first let me say that Sunqest was supposed to provide the electrical work (in my contract)but they didnt provide that service so we were left to hire an electrician. This electrician was actually a referral from *********** however, he did not install the light. ****, ************* grader installed the light and wiring. In fact we had to pay for the conduit he used to put the wiring in. The inspector says the light has nothing to

  do with the leak and confirmed that the pool company is the ones who install the light? Not an electrician.  This is part of the installation. 

  The light worked perfectly fine until ************* son came here and broke it and then ************ finished it off by severing the wire. 

  The job was never completed and we were never satisfied with the work performed as it certainly never met our expectation so the small balance I owed *********** was never paid. 

  We have had the pool inspected by a professional pool inspector and he said he would be happy to speak with you  to testify to the shape this pool is in and damaged caused by their faulty work and possible a defective pool shell. Further damaged has been caused by their poor attempts and efforts to repair it. He will attest to the facts that the pool is unusable and not repairable. The shell is going to have to be pulled up out of the ground to access and identify the source of the initial leak, whether that be in the underground pipes or a defective shell, which could have been the case per his inspection of the shell. He says there is so much more damage than what may have initially been caused by the leak and SunQest incompetent efforts to rectify the initial leak or determine its origin has led to damage we now see from the leak. 

  He says the shell needs to come out of the ground and replaced which

  means all the concrete around it will have to be removed and replaced and the fence taken down to allow equipment access. A crane to remove the shell and another crane to

  install a new one. He reiterated that this is how the shell should have been installed in the first place, not dragged across the ground by a skid steer. The shell and concrete will need to be hauled away. All concrete decking redone and the fence reinstalled and then we might possible have what we contracted and paid to have. 

  This is what we want from Sunqest to rectify our complaint 

  We are officially denying them any further access to our property. Entrance on our property without our consent is trespassing and action will be taken accordingly. We refuse to continue to allow them to make things worse. Things they are not going to replace or repair only then to lie and report to agencies that they have rectified the issue. This is the furthest from the truth They just need to do the right thing. If and when they are prepared to move forward as outlined above, we will arrange a date and time and our inspector here to observe and document. We have repeatedly told *********** what we want and have told him repeatedly we are accepted nothing less at this point in time. He just ignores us and up to this point I have never seen anything in writing as to his position. We do have witnesses that heard him say he would do whatever it takes if that

  means taking it up and putting in a one he would do that. But his word has absolutely no value. 

  Should you (BBB) wish to speak to the inspector I can provide you his contact info. He is willing to speak

  with you and ************. He is working on report and costs associated with replacement. Will the BBB make Sunqest do what needs to be done?  Will Sunqest agree to provide whatever that reports shows needs to be done? Our inspector says that *********** is well aware of the damage his company has caused and what rightfully needs to be done but he just isnt  going to do the right thing (or he already would have) and that is terrible business practice and an injustice to us. He agrees that the course of action we are proposing is the only way to rectify the situation. He urges Sunqest to do the right thing.

  He is working on a quote for us. 

   

  If Sunqest is unwilling to pull the shell up and haul it away as well as the concrete around it, the cost associated with this for us to have it done will be their responsibility in addition to a full refund of all money paid to them. 

   

  

  Business response

  06/27/2023

  Good Afternoon;

  I'm trying to be as reasonable as possible.

   

  ****

   

   

  Customer response

  06/29/2023

   
  I am rejecting this response because:
  The company is not agreeing to remove the damaged shell from my property and refund my money. 
  Being reasonable is to refund our money for a product we paid for that we did not receive.  
  We have had inspection done and are currently waiting for the pool inspector to submit his findings and a quote to remove and replace
  He agrees the removal and replacement is the only solution.
  Sunqest (***********) does not intend to do this because he is painting a false picture of the damage caused by his incompetency and negligence. So being reasonable is to do what we have asked. If he continues to be unwilling to do this and continues to provide this ridiculous responses, there is really no resolution possible.

  
  
  

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