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Complaint Details
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Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
**** *************** I Hired his company { Caribbean Paradise Pools Llc.} to install a pool , When payment was made he stated he would return to fix the cracks in concrete and the waterfall motor , he stated he would return in a week after he comes from vacation. I have contacted him on multiple occasions and he blocked me on his phone , My wife called him from a different number and he texted her back that he would send a worker on 7/18/2024 , i contacted the worker and he stated he no longer works for ****. There are cracks in the pool and pool deck , There is a broken skimmer pipe under the concrete , The waterfall controller is leaking water and cant control with the app as he stated. He received payment on June 26 2024 and was to return on June 31st. Never came and the pool cracked and the pool deck also cracked , He never compacted the ground around the pool deck which caused it to crack. Also he never repaired the broken sprinklers he damaged and the Electrical wire he cut.Initial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We contracted Caribbean paradise pools to build us a pool and spa and fire pit. The original contract was for a pool with and infinity spa that would be able to be heated and cooled. Due to the weather extremes here in ***** we asked the contractor what the best option would be to accomplish this and he unequivocally said that an electric heater cooler combo would provide us with the best solution for our needs. The contractor said that we would break ground the 23 of May 2023 with a completion date of 3july 2023. They ended up being several months behind schedule due to poor planning and a clear lack of a plan of completion. The product we were left with in October is detailed in the attached document below. The heater/ cooler doesnt work at all. One of the lights in the pool doesnt work. If the heater cooler did actually work like they said it should. The other issue is that the pool and spa werent plumbed correctly or with the proper electrical valves that came with the system so there currently is no way to heat the spa independently of the pool. The concrete coping around has a clear paint that they installed that has been peeling since the first and second time they attempted to install it. The turf we paid for was not installed correctly, it has no weed barrier and the ground wasnt properly prepped for the installation. It is currently very lumpy and weeds are growing up through it. The fire pit piping and accessories are rusting. And there was a a low spot that is clearly pooling water in that area. We hired an independent pool company to come out and tell is what was wrong with our pool build. And they found several critical areas that the original contractor failed to do the correct way. Theres not sufficient electrical breakers for the amount. Of amperage our system uses which causes it to trip the breaker if we attempt to run the pool and spa fully.Business response
05/13/2024
Thank you for contacting us about ************************* and **************************************************. This is the response of Caribbean Paradise Pools.
We have addressed the issues raised by ************** and ****************** directly and through the electrician and plumber who have all been out to the property to inspect the issues raised by ************** and ******************. The customers had explained that they would install solar panels and did not want to spend extra energy with a gas heater. In addition, ************** and ****************** base their unfounded allegations on information from a competitor of Caribbean Paradise Pools in a document that is not signed by any CPO, Master Electrician, or pool technician. They are just the opinions of a competitor.
As shown in the attached video, the pool lights and spa function properly and the artificial turn is correctly installed. The customers are past due and owe ********************** a remaining unpaid principal balance of at least $22,153.00. I attach a breakdown of the unpaid balance. ************** and ****************** have not provided us dates to schedule the mediation required by the parties contract after multiple repeated requests that we schedule the mediation to attempt to resolve the matter.
Thank you.
Edward Saldaa
Partner
O. ************ | F. ************
********, ***** & *****
***********************************
*******************************************************
No eSignature & Confidentiality DisclaimerBusiness response
05/13/2024
Thank you for contacting us about ************************* and **************************************************. This is the response of Caribbean Paradise Pools.
We have addressed the issues raised by ************** and ****************** directly and through the electrician and plumber who have all been out to the property to inspect the issues raised by ************** and ******************. The customers had explained that they would install solar panels and did not want to spend extra energy with a gas heater. In addition, ************** and ****************** base their unfounded allegations on information from a competitor of Caribbean Paradise Pools in a document that is not signed by any CPO, Master Electrician, or pool technician. They are just the opinions of a competitor.
As shown in the attached video, the pool lights and spa function properly and the artificial turn is correctly installed. The customers are past due and owe ********************** a remaining unpaid principal balance of at least $22,153.00. I attach a breakdown of the unpaid balance. ************** and ****************** have not provided us dates to schedule the mediation required by the parties contract after multiple repeated requests that we schedule the mediation to attempt to resolve the matter.
Thank you.
Edward Saldaa
Partner
O. ************ | F. ************
********, ***** & *****
***********************************
*******************************************************
No eSignature & Confidentiality DisclaimerInitial Complaint
11/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
MOST OF **** BUILDING DONE AND OTHER CONSTRUCTION DONE BUT WE HAVENT GET ANY FULL SET UP FOR EQUIPMENT USE OF **** INSTRUCTIONS THAT HOW WE ARE SUPPOSED TO TAKE CARE OF ! AND WHAT DO WE MUST DO ON FREZZE WHEATHER ! I TRY MANY TIMES TO GET IT DONE AND MISTER **** ONLY GIVEN ** DIFFEREN DATES OF **** EQUIPMENT PROGRAMING ALSO WE HAVENT GET THE **** CERTIFICATE! THERES FILL THINGS MISSING AT **** BUT BIG DEALCustomer response
11/16/2023
I HAVE ALL PAYMENTS INVOICES AVAILABLE THERE'S 1 POOL CONTRACT THAT IS SUPPOST TO BE DONE BY JULY 4 AND WE STILL WAITING TO SET UP EQUIPMENT PROGRAMATION .Customer response
12/28/2023
WE PAID OFF THE AMOUNT OF POOL BUILDING , PERGOLAS BUILDING AND PAVER WORK AND MR. **** FROM CARIBBEAN PARADISE JUST PROMISES THAT THERE WILL TAKE CARE OF PENDING DETAILS AND SEND THE FINAL POOL CERTIFICATE AND THAT ALL REPAIRS ARE PAID OFF AND THAT NEVER HAPPEN ! WE STILL HAVING ISSUES TO RUN POOL EQUIPMENT! WE HATE TO DO EVERYTHING MANUAL MODE! NOW HE NEVER GOT OR MAKE TIME TO TAKE CARE OR RESOLVE THIS ! BUT HE ALWAYS MAKE TIME TO STOP BY OUR PLACE TO COLLECT PAYMENTS CHECK!Business response
01/23/2024
Deer BBB,
Thank you for notifying us about the complaint filed by **********************************************. We take all customer concerns seriously and appreciate the opportunity to address this matter.
We have thoroughly reviewed the details of the complaint and would like to provide our response.
At our company, we strive to provide excellent service and customer satisfaction. We have investigated the matter internally and would like to offer our perspective on the situation.
After so many attempts to explain to ******************** that his internet signal was not reaching outside to connect the automation system. I made a suggestion for him to call his internet provider so they can properly figure out what is wrong with the Wifi and fix it. Which he did not do.
We sent ************** to fix the problem and he arrived on December 8, 2023 at 12:31 pm and connected the entire system to the WiFi and verified that everything was working properly as it should be.
Our company is in the business of building Pool Construction, we provided a maintenance technician to ******************** for two months to keep the pool's chemicals stable just so he could learn how to use his pool and that's where our responsibility ends.
If you damage any equipment or construction damage as specified in the contract, we are in the best position to resolve it, but if you need the services of a technician, we refer our clients to one of our Vendors in case they need help.
Pool maintenance is essential since pool chemicals must be balanced in order to use the Pool
For this reason, you need a Certificate Pool Operator (CPO) to meet your pool maintenance needs.
At our company, we strive to provide excellent service and customer satisfaction. We value our customers and their feedback.
We are committed to ensuring that our customers are happy with our products and services. We would like to extend an invitation to ********************************************** to discuss this matter further and find a resolution that meets their expectations.
We can be reached at ************ during business hours.
Once again, we apologize for any inconvenience caused and appreciate the opportunity to address this complaint. We value our relationship with our customers and will continue to work diligently to resolve any outstanding issues.
Thank you for your attention to this matter.
Sincerely,
*********************,
CEO-CPP
*************
Business response
01/23/2024
Deer BBB,
Thank you for notifying us about the complaint filed by **********************************************. We take all customer concerns seriously and appreciate the opportunity to address this matter.
We have thoroughly reviewed the details of the complaint and would like to provide our response.
At our company, we strive to provide excellent service and customer satisfaction. We have investigated the matter internally and would like to offer our perspective on the situation.
After so many attempts to explain to ******************** that his internet signal was not reaching outside to connect the automation system. I made a suggestion for him to call his internet provider so they can properly figure out what is wrong with the Wifi and fix it. Which he did not do.
We sent ************** to fix the problem and he arrived on December 8, 2023 at 12:31 pm and connected the entire system to the WiFi and verified that everything was working properly as it should be.
Our company is in the business of building Pool Construction, we provided a maintenance technician to ******************** for two months to keep the pool's chemicals stable just so he could learn how to use his pool and that's where our responsibility ends.
If you damage any equipment or construction damage as specified in the contract, we are in the best position to resolve it, but if you need the services of a technician, we refer our clients to one of our Vendors in case they need help.
Pool maintenance is essential since pool chemicals must be balanced in order to use the Pool
For this reason, you need a Certificate Pool Operator (CPO) to meet your pool maintenance needs.
At our company, we strive to provide excellent service and customer satisfaction. We value our customers and their feedback.
We are committed to ensuring that our customers are happy with our products and services. We would like to extend an invitation to ********************************************** to discuss this matter further and find a resolution that meets their expectations.
We can be reached at ************ during business hours.
Once again, we apologize for any inconvenience caused and appreciate the opportunity to address this complaint. We value our relationship with our customers and will continue to work diligently to resolve any outstanding issues.
Thank you for your attention to this matter.
Sincerely,
*********************,
CEO-CPP
*************Customer response
01/24/2024
I have reviewed the business response and accept this resolution. WE NEVER GET INTRUCTIONS ABOUT HOW TO OPERATED **** EQUIPMENT ! MR. **** ALWAYS WATCHING YOU TUBE VIDEOS TO SHOW ME HOW TO USED THE ***** BUT NOT FROM A PROFESSIONAL THAT KNOWS ABOUT **** EQUIPMENT! THE INTERNET NEVER HAS BEEN THE ISSUE ! I BOUGHT WHAT THEY REQUESTED WITCH IS THE INTERNET SIGNAL EXTENDER AND WE STILL HAVE THE ISSUE ! BEFORE DURING THE COLDEST WHEATHER ON PAST WEEK I CALL MR. **** IF I CAN GET THE PROBLEM FIX ! NEVER PICK ***** CALL , HE SEND ME A MESSAGE WHERES SAID THE TECHNICIAN GUY WILL CALL YOU ! THAT NEVER HAPPEN I HAVE THOSE MESSAGES ON MY CEL PHONE ! TILL TODAYS DATE HE NEVER CALLS ME BACK! I HAVE TO CONTACT A ELECTRICIAN COMPANY JUST TO MAKE SURE THAT ALL THE **** EQUIPMENT DONT GET FREEZE ! I HAVE BEEN REALY WORRY ABOUT THIS BECAUSE I PAID FOR THIS **** BUILT AND I DIDN'T EXPECT THESE RESULT ! THE ONLY THAT I'M REAL DISAPPOINTED ABOUT HIRE THIS PERSONE TO BUILT THIS PROJECT AT MY HOUSE ! JUST ON THE BEGINING HE WAS REAL NICE AND FRIENDLY BUT AFTER I PAYING THE CONTRACT AMOUNT FULL HE NEVER GET RESULTS ! NEVER ANSWER PHONE CALLS ! HE'S JUST A BIG LIER ! I HAVE THE PROFS ABOUT ALL WHAT I'D WRITTING ! TILLS TODAYS DATE WE DO NOT KNOW HOW TO OPERATE THE **** EQUIPMENT CORRECTLY SAME AS ********* HE ALSO HAS NO KNOWLEDGE OF **** EQUIPMENT THAT IS PART OF THE SERVICE HE OFFERS! IF WE GOT NO RESULTS SOON I WILL PROCEED LEGALLY UNTIL I HAVE THE RESULTS FOR WHICH I PAID FOR $ 160,000 MR. **** NEVER SEND ME THE **** BUILT CERTIFICATE AND THE FINAL INVOICE THAT SHOWS EVERYTHING IS PAID OFF ! THANK GOD I HAVE PROOF OF PAYMENTS ! OTHERWISE I WOULD BE LOST !
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