California Pools & Landscape

California Pools originally built our pool 20 years ago. We recently had the pool remodeled and the same great work and commitment to excellence we experienced 20 years ago is still alive and well. Chris the project manager and Matt the superintendent made great suggestions, ensured our project was on track and kept us informed. Once again, the work and service were very high quality.

We have finished a complete renovation of our entire lot, including a pool and in-ground spa, fire-pit, bar and barbeque area, putting green, all new paving and decking, and landscaping. We are very happy with the design and the finished product. All the sub-contractors were excellent. We would highly recommend California Pools.

The [redacted] purchased a foreclosed house in 2007 that happened to have one of our pools installed in the backyard. We are under no obligation to offer a warranty other than that to the original pool buyer. As a customer courtesy on 11-2-2007 we offered The [redacted] a one year warranty on the pool...

equipment that expired 11-10-2008. Our website clearly states to refer to the original pool contract for all warranty information. The website offers a brief overview of our current warranty information that would not have even applied to pools built in 2006-2008. Our contracts state that the structural warranty can be transferred upon California Pools approval, inspection, and fee payment within 30 days of deed transfer. Being that the [redacted] have been in the home for over 7 years this offer no longer applies. We also have a company policy to not transfer warranties where the homes have been foreclosed due to the large chance of neglect. It is the home seller's responsibility to inform the home buyer with the information of the products installed in the home. It is unfortunate that in this case this did not happen, however California Pools cannot be held responsible as we have no idea when a home sells or when a new buyer takes possession.We would be happy to provide the [redacted] with a bid to make any needed repairs if they so choose. We do want to be a resource and help them get their pool repaired however we can not absorb the costs for repairs outside the warranty coverage. Since there is no signed contract between California Pools and the [redacted] we ask that this complaint be dismissed by the Revdex.com.

Review: California Pools & Landscape built my backyard and pool and the project was completed in July 2014. In late November I noticed three trees in the backyard that were dead. I called at that time to have the issue addressed. I was told that since the winter was coming that it would be more prudent to address the issue once the cold temperatures had passed and that I should call them back in the spring. I called a few weeks ago to have the issue taken care. I've had to make multiple calls (5 total) to finally get someone to speak to me as every time I called I was directed to voicemail and my calls were never returned. I finally was able to speak to the manager ([redacted]) at ###-###-####. She said that this is no longer a warranty issue as the landscaping warranty was only valid for 6 months. I reminded her that I had made the original call in November and was asked to call back in the spring. She said that she had someone look at the trees in question and was told that they had frozen. The problem is on multiple levels as I explained to [redacted]. I had over 20 trees planted on my property, and the only trees that had died were these three that were of the same species and the other trees that had survived the winter were other species including palms and pines. The claim is that the trees froze. The problem with that is when I called in November to report the dead trees the lowest temperature for the month according to the national weather service was 48 degrees fahrenheit which is well above freezing. There's no doubt the trees were eventually exposed to much colder temperatures. But that would have been in January and February which were well beyond my initial contact with the company regarding the dead trees. During our discussion there was constant hostility, and [redacted] kept raising her voice and speaking over me. I reminded her that I spent about $140,000 on this project with their company, and I was well within my rights to ask that they honor the warranty for the trees as the cost to do so would be a paltry sum when compared to the total amount of business that we had done. I was told that she'd see what she could do for me, and since then I have not heard back from her. Not getting any results I'm left with no recourse but to seek your assistance in the matter.Desired Settlement: All I want is what I asked for in November when I made my initial query, and that I have repeatedly asked for since, which is to replace the 3 dead trees preferably with another species so they don't die so quickly.

Business

Response:

The trees will be replaced on Monday the 5/11/2015. Thank you

Marc O[redacted] has been awesome! He has been attentive and gets back quickly with answers to questions. He comes out when needed. It has been a great pleasure dealing with him.

I would highly recommend Calpool and Landscape to anyone looking to work with qualified, capable, hardworking, and honest people. We just finished building a new custom home and Calpool handled a fairly complicated landscape design for us. The process of building a new custom home was extremely stressful and landscaping it was also complex - but the people we worked with at Calpool stuck with us to the end and performed on all of their commitments in a very service oriented way. I recently submitted a 60 day warranty request on a few plants that didn't make it and once again I found them prompt and proffessional in their response and willingness to handle their warranty. Thanks to Karl, Steve, Luis, and MIke at Calpool. You won't go wrong with this company!

Review: I recently contracted out California Pools to design and build a pool. They have started some of the project but keep prolonging the schedule. Originally was told construction would start on 15 Jun 2015, nothing happened when I called to ask what was the update on the project a phone call was never returned but they did send an email. The email informed me that my project would start the 22nd, a week later then scheduled. After watching the news about the issues with [redacted] pools I am very concerned the same issue will happen to me and others. I am a disable veteran and plan to use the pool for therapy.Desired Settlement: Get it done in a timely manner

Business

Response:

The company owner, [redacted], has spoken to the client today about his concerns. A completion schedule will also be emailed to the client. Rest assured that we will complete this project as soon as possible.

Review: The warranty states "The pebble interior is warranted to the original owner for life per the terms and conditions of the manufacturer.s waranty as are all in-floor cleaning heads." I am the original owner. The pebbles and the white material that makes up the pool wall became loose, fell into the water, and was picked-up by the cleaning system, sent through the pump to the filters, ruining the pump. Just before Christmas I discovered the pump was not working but I couldn't deal with it until after the holidays. On 1-11-16 I called California Pools. The next day a man came out and took a water sample from the pool. The company said the water was chemically out of balance and that voided the warranty. I have owned two other pools and have been a pool owner for 33 years. I have never had a problem with a pool wall deteriorating, and the other two pools were much older than this one. If the water was out of balance, I maintain it was because the pump had been inoperative for three weeks, and the material from the pool wall was leaching into the water, contaminating it.Desired Settlement: I want the business to re-do the pool's interior.

Business

Response:

Dear Mr [redacted],California Pools & Landscape investigated the cause of your pebble degradation. Our finding is that the pebble has extensive degradation due to improper chemical balances. This is caused by the water eating and etching into your pebble interior. Here are the results of our testing: Chlorine 8.0PH 5.0Alkalinity unable to test accurately due to improper water chemistryConditioner level over 150Hardness not able to test accurately due to improper water chemistryAcidic water along with improper water chemistry balances cause the water to pull mineral from the pebble interior cement causing the pebble to spald or fall off. The condition of the pebble interior is due to the water being unbalanced for long periods of time. It is the homeowner's responsibility to maintain proper chemical balances. The lifetime pebble material warranty doesn't include damage from improper maintenance. Regardless of the condition of the pool the labor is not included in the Lifetime Warranty and would not be covered in any case. As a customer service, California Pools & Landscape will offer to redo the interior at a discounted rate for labor & materials. Don't hesitate to contact me directly if you would like a quote for this work. Thank you Sincerely, Todd H[redacted] California Pools & Landscape Director of Remodel, Warranty, Service [redacted]

Consumer

Response:

I reject the business response.

Business

Response:

We do not understand the customer's rejection. Mr. [redacted] spoke to our manager, Todd H[redacted] and asked us to provide a bid to redo his pool's interior. We will provide Mr. [redacted] with a bid this week. We will work forward with the work as soon as Mr. [redacted] accepts our bid and payment terms. Mr. [redacted] is aware that the repair is not covered by any warranty. Thank you

California Pools exceeded our expectations every step of the way. Our final product turned out better that we even imagined.

I used to use the neighborhood pool guys. After I have used local repair people I would have things broken or nt fix. After multiple visits from local pool people I decided to go back to our builde California Pools. Even though they are more expensive they only come out once,things are fixed and the job is excellant. I will continue to use them in the future for all my pool needs thank you

Review: I have a contract for California Pools to build a pool, spa, BBQ, and water/fire pit feature. I have many issues with this project. BBQ was built in breach of [redacted] city code and had to be demolished. The wall to the spa had to be built and demolished three times, because it was hollow. The travertine decking was laid in May and I have repeatedly pointed out pavers that are upside down, not aligned correctly and it still has not been resolved.

The fireplace/water feature has also been built since May and they have been telling me they were waiting on a stainless steel grill. It is almost 3 months now. The first time they came on Friday, they found it was 2 inches too long and said it would be back Monday. It is now Wednesday. The grate does still not fit and they tried to hide it with glass rock. They tried the feature out. The burner is so close to the front wall that the flame touches. The gas burner now has to be moved. The amount of glass rock provided was a gross underestimation (at 25%) and now they are trying to charge me more because more is needed! I also pointed out to the construction manager weeks ago that I thought fire bricks would be needed. He assured me not. Then today, told me he needs to install firebricks. This now means that the travertine cap to the front wall needs to be completely redone. They are clearly incapable of competing the job as designed and PAID FOR. I gave them a week to finish the job and we are now at 2 weeks. This particular issue has been going on since mid May and is completely unacceptable. It should not take 3 months to build a fire pit and a water feature. They have my money and are just putting me off.Desired Settlement: I need the company to repair the travertine deck. Requested many times.

I need them to figure out how to finish this so this it works, or of not, refund me and I will have another company that knows what they are doing finish it.

Business

Response:

Management meet with Ms. [redacted] today for approximately three hours. All items addressed in her complaint will be repaired to her satisfaction by 8/26/2015. Thank you

We are very happy that we chose California Pools as the company to construct our dream backyard. [redacted] was amazing with his insight and helpfulness. It was a pleasure to work with the rest of the team as well.

We have finished a complete renovation of our entire lot, including a pool and in-ground spa, fire-pit, bar and barbeque area, putting green, all new paving and decking, and landscaping. We are very happy with the design and the finished product. All the sub-contractors were excellent. We would highly recommend California Pools.

Review: THE HOME WE PURCHASED IN 2007 INCLUDED A POOL BUILT BY CALIFORNIA POOL. SHORTLY AFTER MOVING IN, I CONTACTED CALIFORNIA POOL AND A TECH WAS DISPATCHED TO ADDRESS QUESTIONS WE HAD AND PERFORM A REPAIR. THE NEXT YEAR OR SO I CALLED REGARDING A PROBLEM WE WERE EXPERIENCING AND THE WARRANTY DEPARTMENT SAID THAT WE NO LONGER WERE COVERED BY A "PARTS" WARRANTY ACCORDING TO THE NOTES IN THE SYSTEM. RECENTLY WE HAVE ENCOUNTED A HUGE PROBLEM AND OUR POOL IS LEAKING WATER SOMEWHERE....I CALLED THE WARRANTY DEPARTMENT TO INQUIRE ABOUT THE STRUCTURAL WARRANTY AND I'VE BEEN TOLD THAT WE DO NOT HAVE THAT WARRANTY AND THAT ALTHOUGH LIFETIME WARRANTIES ARE OFFERED, THE NOTES IN THE SYSTEM STATE THAT WE ARE NOT ELIGIBLE SINCE WE ARE THE SECOND OWNER OF THE HOME, THE FIRST BEING THE BUILDER SINCE OUR HOME WAS THE MODEL HOME.

1) ACCORDING TO THE WARRANTY INFORMATION ON [redacted], THE STRUCTURAL WARRANTY IS OFFERED FOR THE LIFETIME AND IS TRANSFERRABLE WITH A FEE. HOWEVER, THE WARRANTY DEPARTMENT SAID WE WERE NOT ELIGIBLE AND THAT THE BUILDER WHO IS APPARENTLY CONSIDERED THE ORIGINAL OWNER WAS RESPONSIBLE FOR NOTIFYING US OF THE TRANSFER FEE AND EVERYTHING ELSE RELATED TO THE POOL.

2) ACCORDING TO THE WARRANTY INFORMATION ON [redacted], THE PARTS WARRANTY IS OFFERED FOR 3 YEARS AND APPLIES TO THE ORIGINAL OWNER ONLY. HOWEVER, THE WARRANTY DEPARTMENT GRANTED US A YEAR OF THIS PARTICULAR WARRANTY AFTER RECOGNIZING US AS THE SECOND OWNER.

THE WARRANTY DEPARTMENT REFUSED TO ASSIST OR HONOR THE WARRANTY AND STATED THAT THE POOL COULD HAVE SAT EMPTY OR IN BAD CONDITION BETWEEN THE TIME IS WAS FOR SALE AND WHEN WE PURCHASED IT.

OUR HOME WAS BUILT IN 2006, WE PURCAHSED IT IN 2007 AND WE HAVE TAKEN EXCELLENT CARE OF IT. IN ADDITION, WE ADDED A BASIC PARTS COVERAGE ON IT IN 2009 - WHICH ONLY COVERS SOME PARTS. BUT IN ORDER TO OBTAIN THIS PARTICULAR COVERAGE, OUR POOL NEEDED TO UNDERGO A THOROUGH INSPECTION AND GIVEN A CLEAN BILL OF HEALTH.

BOTTOM LINE, OUR PROBLEM IS THAT THE WARRANTY HASN'T BEEN PROPERLY PROVIDED, AND "NOTES" WITHIN THE SYSTEM ARE UNCLEAR. THE WARRANTY DEPARTMENT IS NOT CONSISTANT AND IS BEST DESCRIBED AS SHADY AND UNPROFESSIONAL.Desired Settlement: WE WOULD LIKE THIS MATTER PROPERLY ADDRESSED AND OUR POOL REPAIRED.

Business

Response:

The [redacted] purchased a foreclosed house in 2007 that happened to have one of our pools installed in the backyard. We are under no obligation to offer a warranty other than that to the original pool buyer. As a customer courtesy on 11-2-2007 we offered The [redacted] a one year warranty on the pool equipment that expired 11-10-2008. Our website clearly states to refer to the original pool contract for all warranty information. The website offers a brief overview of our current warranty information that would not have even applied to pools built in 2006-2008. Our contracts state that the structural warranty can be transferred upon California Pools approval, inspection, and fee payment within 30 days of deed transfer. Being that the [redacted] have been in the home for over 7 years this offer no longer applies. We also have a company policy to not transfer warranties where the homes have been foreclosed due to the large chance of neglect. It is the home seller's responsibility to inform the home buyer with the information of the products installed in the home. It is unfortunate that in this case this did not happen, however California Pools cannot be held responsible as we have no idea when a home sells or when a new buyer takes possession.We would be happy to provide the [redacted] with a bid to make any needed repairs if they so choose. We do want to be a resource and help them get their pool repaired however we can not absorb the costs for repairs outside the warranty coverage. Since there is no signed contract between California Pools and the [redacted] we ask that this complaint be dismissed by the Revdex.com.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response from California pools on 1/13/15 in no way provided a resolution or clarity regarding the issue at hand and the very obvious manipulation of the warranty. The response stated that California pools has strict guidelines when it comes to warranties. ..However we were given a year of the parts warranty - which according to the website is only for the original owner. So how strict are the guidelines for warranties if they can be so easily overridden? Had we known that there was a process for the warranty or that we would need to request a transfer the structural warranty, we would have taken the necessary steps to do so. This home is something we value and take pride in and we most certainly aren't taking this lightly. We purchased our home on October 24th 2007 and shortly thereafter, I called California pools to introduce myself as the new owner.... then we were provided with a year warranty on parts on November 7, 2007. Wouldn't it be the responsibility of California pools to communicate the information and necessary forms for transferring the structural warranty and any additional information regarding the pool and other important facts? I am disappointed with the lack of professionalism and tact. We have a pool that is less than 10 years old that is not standing up to the name or the reputation California pools prides itself on. This problem needs to be addressed and escalated beyond the warranty department. Regards,[redacted]

Business

Response:

Please be advised that all Revdex.com complaints are escalated to senior management for response. Back in 2007 when you originally called us you were not eligible for a warranty transfer due to the property being a foreclosure sale. It has always been company policy to not transfer warranties on foreclosed properties. This why the employee did not discuss this option with you. California Pools offered you a 1 year warranty on the pool equipment because the pool equipment was still under the manufacturer's warranty and it cost California Pools nothing to extend this to you. Even though we had no contractual obligation to warranty your equipment we did so as a courtesy.California Pools & Landscape is not going to extend the warranty on this pool or absorb the cost of repairs. We will however offer to assist you through the repair process. If you would like to schedule a site meeting to discuss the costs of the repairs I will be happy to arrange.

Great company. Have had CA pool for 3 years. Very happy with all the work and when I called asking for help- they responded immediately and solved my issue within 1 day.

Dennis v. answered all questions pertaining to Remodelimg inground pool and deck and explained all aspects of the construction process DennisV.is a professional in every way

Review: We are disappointed in the level of customer service and quality of workmanship we have invested into California Pools. We are also upset that we wrote to Darren T[redacted] and confirmed our concerns were received, but yet have not received a follow up by him or anyone on the senior management team in almost a month. We find this very neglectful since one of our concerns was the unsafe nature the pool wall was constructed.Desired Settlement: We are looking for reimbursement for the wall that was poorly constructed and had to be removed as well as gravel that we had to replace in our neighbor's yard due to California Pool's workmanship. In addition, we are seeking compensation for the trash and destruction left behind in our backyard after the project was complete. California Pools did not leave our backyard "Ready for Landscape" as the contract promised. We would also like to discuss our concerns with someone of Executive leadership level since no one has replied to our email or verbal concerns up to this point.

Business

Response:

We appoligze for the lack of communication to Mr. [redacted] It was not our intent to not address the customer's email. We will gladly take care of all the items listed in the complaint. At this point in order to proceed we need to set up a job site meeting with Mr. [redacted] We have reached out to him on 1-8-16 and 1-11-16 and are awaiting his response so we can proceed.

California Pools is, by far, the BEST pool company in the valley. They may not be the least expensive, but you get what you pay for and they definitely give you the best bang for the buck. Stephen, our project manager, creates works of art that left our family speechless! I have never seen a pool as beautiful as the one he designed for our family. And Jason, who drew the CAD, helped make the design very clear for us to understand exactly what we were getting. They both went above and beyond! I would highly recommend California Pools and definitely recommend Stephen and Jason for the design. Excellent is an understatement!

California Pools originally built our pool 20 years ago. We recently had the pool remodeled and the same great work and commitment to excellence we experienced 20 years ago is still alive and well. Chris the project manager and Matt the superintendent made great suggestions, ensured our project was on track and kept us informed. Once again, the work and service were very high quality.

Unbelievable. I have never experienced a more organized and efficient company. [redacted], and all involved...THANK YOU!! Your company is outstanding and worth every penny.