ComplaintsforPool Concepts By Pete Ordaz Inc

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Me and my wife entered into a Swimming Pool Construction Agreement with Pool Concepts on November 11, 2021, in the amount of $195,600. The project included a pool, decking and iron railing (including stair rails and a latching gate). When the railing was installed by a subcontractor in August 2022, they inadvertently omitted two (2) stair rails and the gate because Pool Concepts was operating with an outdated specification. It was brought to their attention and was acknowledged by Pool Concepts and subsequently agreed to by the parties that one of the stair rails would be deleted from the project and the price of the railing in the Agreement would be refunded to the Property Owner. The subcontractor returned on February 10, 2023 and installed the one stair rail and gate. Pool Concepts had been notified in writing on December 27, 2022, of all outstanding punch list items, including the Reimbursement to the Property Owner for the railing removed from the project. The Pool Concepts Operations Manager, **** Ordaz, visited the site on January 4, 2023, and met with me to go over the Punch List. He agreed with all items and advised me that he would get back to me on the reimbursement amount for the removed railing. Pool Concepts never got back with me and I continued to identify this item in subsequent punch lists submitted via email to Pool Concepts on January 3, February 12, March 2 and March 27, 2023. Reimbursement has never been objected to by Pool Concepts.Unfortunately, Pool Concepts will no longer return phone calls, emails, or text messages. In fact, they will no longer even answer phone calls from my number. Consequently, I submitted a Demand Letter as my final notice requesting reimbursement on May 5, 2023, for the amount of $400.00. This amount was obtained from an estimate I obtained, since Pool Concepts would never get back to me. Should I not receive a refund of $400.00 by May 23, 2023, I plan to file a small claim with *************************.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am not a direct customer of Pool **********************; however, they built my neighbors pool and we agreed to take down our ************. Pool Concepts damaged my property in several instances and attempts to get my property completely repaired have been unsuccessful. Construction started July 2021. Weve been told since January 2022 it will be fixed in two weeks. I started working directly with Pool Concepts May 3, 2022 after my neighbor had no luck after 5 months and at first they were very helpful and repaired one item. The remaining damage was from them hitting my side entry porch with a skid steer. I just want damage they caused to my property fixed. Ive also included a photo of gunite splattered on the side of my house that took them Aug 2021 to May 2022 to fix.

  

  Business response

  08/15/2022

   

  Pool Concepts by Pete Ordaz, **** emphasizes the need for cautious entry in and out of our customers access areas. There have been very few instances in which one of our subcontractors has caused damages to a customers or neighboring home, however, when they have, Pool Concepts has always done whatever we could to repair any damage. In this particular case, we reinstalled the repaired railing onto the neighbors existing concrete steps. The concrete step bumps out at the bottom, so it is not possible to get the bolt completely flush with the full length of the step (please see attached pics). We would have had to bend the steel or chip away at concrete that we had not poured. When ****************** conveyed that she was not satisfied with the work we had done, Pool Concepts workers attempted to access her backyard several times but were unable to because their dog was in the back yard and no one was home. Several weeks later our customer told us that the situation had been resolved and no further action was necessary. Since this comment was posted, we have since reached out to ****************** to see how we could further rectify any remaining issue that *** exist.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Pool Concepts by Pete Ordaz is very good at selling a pool design and taking in the payments, but thats where it ends. We signed a contract with this pool company in July 2021. It took two months for them to come out and begin digging. It wasnt until the beginning of November when the gunite was sprayed in. Thats where we are now at the end of December, still sitting on gunite, mounds of dirt, and trash debris. Not one employee from the company has been on our site for almost two months. We called the company to complain, and **** Ordaz told us we were way back in line to wait on the next crew (deck and stone). He said at least 20 or more in front of us. Keep in mind there has been no electrical work, no pool equipment pad, no pool equipment, no clean up crew, nothing for almost two months and we started this process 6 months ago. I believe Pool Concepts is taking in all these contracts and money knowing they dont have the staff to keep up. If not that, then they are putting other jobs in front of ours that shouldnt be. At this rate it will be 9 Months to a Year to complete the pool! There have been two other pools put in on my street by different pool companies (Blue Haven and Backyard Oasis). Both started after us and are already completed, so its not an issue of supply or covid. Please finish the job we hired you for in a time frame that is consistent with what we were told at signing which was 4-6 months. This is unprofessional and wrong.

  

  Business response

  01/18/2022

  Hello BBB!

  
  Thank you very much for informing us of our customers recent complaint. I apologize for failing to respond sooner, unfortunately,your emails were going to my non-focused/other inbox and I just realized this today. With regard to Mr. ******** complaint, I can understand his frustrations with the lengthy build-times that we have been experiencing since the pandemic,but I can assure you we are still on track with his estimated build time. We began digging his pool on 10-3-21 and currently estimate a March finish (6 months). Our management emphasizes to our salesmen and construction superintendents the importance of outlining clear expectations from the beginning about what to expect during the pool build. Our staff has communicated to ****************** throughout construction, including the fact that we are currently experiencing a 3-4 month delay from gunite to deck phase due to the tediousness of that particular phase, inclement weather, crews falling ill with COVID, and other unforeseeable factors that have delayed construction. Following gunite, we send a crew to bury trenches, clean up trash and construction debris, and make the area safe, but some dirt piles are still needed for future phases.

  
  There has been no electrical work, no pool equipment pad, no pool equipment  As **** explained to ******************, we cannot set the pool equipment until the concrete pad is poured and that happens at the deck phase. In addition, we cannot have the equipment just sitting there in the freezing weather as it can become damaged.We cannot run electrical until the decks are poured. There is currently a Nationwide shortage of skilled masons, and our nine deck crews simply cannot keep up with the unprecedented demand the pool industry is currently experiencing. Moreover, we cannot stop selling pools in order to catch-up because our sub-contractors would move on to another company that can give them consistent work. With construction costs constantly increasing throughout the pandemic, I can tell you with 100% honesty that we have had to absorb a great deal of those additional costs and contrary to Mr. ******** belief that we are profiting like kings, it simply isnt the case.      

  
  Pool Concepts is a small business that builds very custom, elaborate swimming pools. We are not a volume, template pool-builder like Blue Haven and Backyard Oasis and we would never advertise ourselves of being capable of building pools faster than said companies. We build very high-end, top-quality pools and we use only the most experienced sub-contractors in ***********. It is not appropriate to compare our small business to a nation-wide pool company like Blue Haven.  It should also be said that in comparison with most other *********** pool contractors, Pool Concepts is starting jobs faster upon contract signing but taking a longer time to build; therefore, in terms of the time period from contract signing to pool completion, we are very much in line with other reputable pool builders in ***********. We 100% build our pools in a linear pattern based on Excavation Start and do not jump any job in front of another unless absolutely necessary. 

  
  I will be sure to personally reach out to the ******** to hear their frustrations and hopefully give them piece of mind regarding their pool build. Customer satisfaction is paramount to our companys philosophy, and we sincerely wish to build them a beautiful, quality pool as quickly as possible.Thank you so much for reading this lengthy response and please feel welcome to contact me with any questions.

  
  Respectfully,
  
  ******* Ordaz
  Pol Concepts Office Manager
  210-695-5111here...

  Customer response

  01/19/2022

  Complaint: 16377147
  
  I am rejecting this response because:

   

  Ms Ordaz gives the same response to everyone who has the same complaints that we do.  Her response to our complaints is not a surprise.  Its the weather.   Its Covid.  Its the supply chain. Its our special process.  There is no valid excuse for any company to treat their customers this way.  A quick review of her responses on ****** and Yelp to numerous complaints from other customers who cite these same issues prove that Pool Concepts does not care.  Its now January 19, 2022 and no one has been at our site since early November 2021.  Its a shame.  
  
  Regards,
  
  ***********************

*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. ↩