We Fix Ugly Pools

We contracted with Ugly Pools in Sept 2021. Contract stated completion on or about May 2022. We are still waiting for this project to be completed. We have called, emailed, texted and sent letters asking for this project to be finished. No response other than one email telling us we are behind on our payments. LOL! Hard to be behind on payments when there have been zero invoices or statements sent, despite constant requests. We have been lied to and ignored. We have been living with a cement hole in our yard for 1 year now. This company is as unprofessional as they come. Not to be trusted and should be closed down.

Prior to receiving this complaint, the $invoice was already zeroed and sent to the homeownerWhat the homeowner was sold a new light and as noted to "...existing brass, niche and electrical.."The light includes a standard pull light and installation to the existing housing and did not cover for any pre-existing conditions to the nicheThe niche, unfortunately, had pre-existing conditions that were not our responsibility so the technician was correct in billing for the service charge of the lightThe homeowner had this explained to her and still refused to understand the bill, the only resolution of which was to remove the charge Additionally, again, prior to receiving this complaint, we already had a technician back to her residence on 07/16/and addressed the concerns regarding the missing skimmer weir door, ensured the light was set right and cleaned a stain that appearing from the debris in the light niche I would understand if the complaint contained factual information but find that embellishing for the sake of filing a claim, is completely appalling Every single call to the office is recorded not only with a .wav file that is automatically attached to the file and a manual documentation is made Light Serviced: Invoice left for service Invoice Created and Emailed: 06/19/ 07/04/2014: 7LAM Accounting called the Mrs to collect - Yelled at member of staff that it was not her fault that the existing housing was damaged 07/07/2014: 9:AM MrsCalled in to speak with ***Wanted a call only after 2:30PM [redacted] was out of town and unreachable 07/10/2014: 11:AM Invoice was resent 07/16/2014: 9:AM Mrscalled in to dispute $/ Sent information to manager 07/16/2014: 9:AN Invoice # [redacted] was Zeroed out and copy sent to homeowner Approx: 5:PM [redacted] *** arrived at property and replaced broken skimmer weir door, reset light with a new wedge and cleaned stain that was on surface near light

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Although the invoice was zeroed out, the explanation of their file does not accurately represent the factsI do not yell, never have as I too am in the customer service fieldWhen I am charged for a new light install, who is to say it was an exisitng problem when it was never documented at the time of the install and it was the "stripped screw" per the invoice
The issue has been resolved with the change in the light and rust removal from the pool
fact #2: they keep stating that they sent me an invoice and I have never received, that is why I was shocked to get a call on the 4th of July stating I have an outstanding invoice
Fact #3: they are missing about calls that I have called and left messages for someone to call meEven if *** was out of town, a courtesey call would have been nice
This is no longer a dispute, just wanted the facts to be crystal clear as it has never been from the beginning of the contract
Regards,
*** ***

I am unsure how many complaints can be submitted on the same issue, but this is becoming borderline ridiculous
The light is goneIt was removedas stated, as part of the work that was being conductedOur contract was clear about the fact that the light was not being re-installed (as now admitted by the homeowner) and it was not requested to have the light left on the propertyAs such, this light was removed and discarded
When new electric is

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In response to Complaint #***, it is true I misread the contract and the light not being reinstalled is my faultHowever that does not alter the fact that my pool light was in working condition and I cannot get it returned to meWhat I do with the light is no ones businessI can hang it in my living room if I so desireThe fact is the light was bought and paid for by me and is my property and I want it returned! And if the wiring is too short to reach the junction box it does not matter because I am not going to hook it up to it
Regards,
*** ***

Attached is the completed contract for the *** residence at *** *** *** ***
there are important factors regarding this complaint that the homeowner is failing to recognize
#1) they requested the electrical for the pool equipment (including the light) to be moved from the current
location to a location approximately 10' to the south of the existing.
#2) the electrical move, when made, would alter the location of the junction box (or the electrical termination point) of the existing pool light
#3) a pool light is an encapsulated unitthe light (when new) is sold with a pre-set length of cord (generally 50, or 100') the cord is cut to length of the install at the location of the existing junction box when the pool light is installedwhen the junction box was moved to the new location, the previous light cord then became unusable as it would not reach the new equipment location
#4) the homeowner was advised of all the abovein the contract (as attached) you will note that it is clearly stated
do you wish to have we fix ugly pools re-install the existing light? - the box is checked "no" and it is written in - "light is not being replaced"
this clearly informs the homeowner that we are not re-installing the existing light and that we are not replacing the light either.
#5) on contract document (estimate #***) it restates -
pool light will not be replaced! Homeowner has elected this not to be replaced.
#6) on contract document (main page) - line items #and #were asterisked for attention
#1 - your contract is the only legal document to determine the work that will be performed to your pool
# - additional charges for upgrade, relocation and replacement of any existing electric service, fixtures, conduit, wiring and panel, if required, to be paid by buyer unless included under work description on contractremodel code compliance must be met prior to finishing your swimming pool
#7) on consumer protection checklist #
# - electric: homeowner is responsible for all electrical upgrades due to added equipment or necessary remodel code
#8) on consumer protection checklist #
# - "does the pool light work? " no
#9) once the equipment move was completed, the light (noted above) becomes non-usable and is discardedyou cannot splice into a light cord to extend itthere is no way to add to the electrical cord from the back of the light that is truly 100% safe and no splicing is allowed under any electrical code for pool lights.
Our contracts fully and completely cover the fact that we are not responsible for the replacement of the light fixture, though the homeowner has decided that the contract is not what they wish to followwe have documented our contract scope of work fully and completely and the homeowner is now attempting to bully this company into replacing the light that they were aware would not be re-installed, nor replaced, under the electrical contents of our contract
also attached is the original estimate #*** dated back this was the original time the homeowner began exploring the renovation on their poolin this estimate, you clearly have the pool light as part of the original quotethe homeowner removed the pool light in subsequent conversation:
5/28/11: am called and spoke with sandrashe wanted to go over the estimates> she said that her great granddaughter was graduating.
She said that they are not going to need to replace the dam wall tile-
need to remove the pressure test: -
remove the salt system -
remove the pool lighti advised that the light had to be replaced with the equipment move and she stated that we could just remove the pool light from the estimate and for us not to worry about it -
it is important to understand that per our contract, all work was completedour documentation is clear and the work that was conducted was completed as contracted.
It should be advised that the revdex.com nor the *** exist into coercing a company to work beyond the scope of work that has been included and that these bodies exist for the purpose of settling viable disputes
I welcome the homeowner to file a complaint with the *** as the *** will clearly take into consideration the contractual documentation that has been provideda licensed contractor works under a specific set of guidelines and acts in accordance of those guidelines (also known as the scope of work) they are responsible for ensuring the work was conducted to workmanship standards and that we have fulfilled the obligations of said work under the contractual requirements they will not require a contractor to install something that is clearly and completely omitted from the contract and covered in multiple locations on that contract
I believe our response is clear and concise.
We have offered to install a light at the originally quoted price and will continue to extend that offer to the homeowner

My husband and I were so pleased with our sales man Jason , he was on top of everything, until he advised us that permits were being submitted! So cool right wrong, we called Pinal county like 1-2 weeks after that just to be told no permits were submitted by Pinal county. So we called Brian (owner of company) who told my husband that Jason was misunderstood, ok fair enough we all make mistakes. So that was 8/10/18, remind you our "estimated" day to start was 8/13/18. We tried reaching out on several occasions to Jason who would never return our calls , of course after we signed at 28k! So my husband called Brian again owner of company on 8/15/18 and at this time advised us there was an issue with the plans and plumbing but rest assure they were fixed and being submitted to Pinal County first thing in the am, Well peps here it is 8/28/18 nothing has been submitted and of course no phone calls/email being returned , I called the facility as well only to be pushed to a voice mail! I hope you all read this and tread with caution because if there was a way to get out of this contract I would! I also want you to know that I understand all dates are estimated and that's fine, pool is going to take longer again fine we do not care we are not pushy people but to be lied too and pushed to the back burner once contract is signed is absolutely unprofessional

Prior to receiving this complaint, the $95.00 invoice was already zeroed and sent to the homeowner. What the homeowner was sold a new light and as noted to "...existing brass, niche and electrical..". The light includes a standard pull light and installation to the existing housing and did not cover...

for any pre-existing conditions to the niche. The niche, unfortunately, had pre-existing conditions that were not our responsibility so the technician was correct in billing for the service charge of the light. The homeowner had this explained to her and still refused to understand the bill, the only resolution of which was to remove the charge.
Additionally, again, prior to receiving this complaint, we already had a technician back to her residence on 07/16/2014 and addressed the concerns regarding the missing skimmer weir door, ensured the light was set right and cleaned a stain that appearing from the debris in the light niche. 
I would understand if the complaint contained factual information but find that embellishing for the sake of filing a claim, is completely appalling.   Every single call to the office is recorded not only with a .wav file that is automatically attached to the file and a manual documentation is made. 
Light Serviced: 06.17.2914  Invoice left for service
Invoice Created and Emailed: 06/19/2014
07/04/2014: 7L52 AM    Accounting called the Mrs to collect - Yelled at member of staff that it was not her fault that the existing housing was damaged. 
07/07/2014: 9:14 AM     Mrs. Called in to speak with [redacted]. Wanted a call only after 2:30PM. [redacted] was out of town and unreachable.
07/10/2014: 11:01 AM   Invoice was resent
07/16/2014:  9:30 AM    Mrs. called in to dispute $95.00 / Sent information to manager
07/16/2014:  9:47 AN    Invoice #[redacted] was Zeroed out and copy sent to homeowner
07.16.2014    Approx: 5:00 PM   [redacted] arrived at property and replaced broken skimmer weir door, reset light with a new wedge and cleaned stain that was on surface near light.

Please note that this is an Home Warranty Company Dispatch - [redacted] Work Order ([redacted]) and the Service Provider is Knock Out Pools (KO).   The homeowner appears to make the assumption that KO makes the decision of coverage on their pool under their contracted agreement...

with [redacted].  This is in fact, not true. As such, KO cannot make the assertion on anything related to the following:1) Service Fees (DUE OR NOT) 2) Coverages3) Denials4) Amount to be covered as well as items coveredIf the homeowner has a dispute about ANY of these items (as noted in the body of this complaint) then under her contract with [redacted] she would need to make complaint via that entity. [redacted] (as well as ALL Home Warranty Companies) does have provisions in their coverage for Acts of God, unusual or catastrophic weather, etc.  The work order was placed on or about the 30th of May, at which time the area received a single day rain fall of almost 4" (the link for the documenting information has been attached) [redacted]://[redacted].[redacted].[redacted]/**/[redacted]-**-**This amount of rain is compounded by the immediate drainage from the gutter system on the house. PHOTO 4: Attached - Shows the location of the drainage guttering system. This is close to the equipment and the area of the yard is not a perfect condition for draining.   With the excess amount of rain - the water in the this area rose to the point of damaging the equipment.PHOTO(s) 1 and 3: There is evidence of the waterline from standing/puddling water.  The water reached as high as the vent system on the pump. This would have caused water to enter the vent system of the motor and caused the damage to the motor.Once again, it is imperative to understand that this information is PROVIDED to [redacted] and [redacted] (ALONE) makes the determination of coverage based on the particular terms and conditions of the policy that the homeowner has entered.   The homeowner has made defaming remarks and has slandered the technician and KO regarding this service call, when all documented actions, notes, and photographs were done in accordance with good service and under the terms and the conditions of the [redacted] policy in which the homeowner has entered.If Mrs. [redacted] feels that she received an unfair diagnosis, she has the option available under her [redacted] policy to have a "SECOND OPINION" (Which she did not seek).  Her solution was to attempt to utilize the Revdex.com, in reporting biased and untrue statements regarding the service that she received, as an agency to some how force KO to provide services outside the [redacted] policy/contract.Even if KO wanted to provide a different service, the sole decision of coverage is determined by [redacted].This complaint should be closed as it is beyond the purview of the Revdex.com

Please note that this is an Home Warranty Company Dispatch - [redacted] Work Order ([redacted]) and the Service Provider is Knock Out Pools (KO).   The homeowner appears to make the assumption that KO makes the decision of coverage on their pool under their contracted agreement...

with [redacted].  This is in fact, not true. As such, KO cannot make the assertion on anything related to the following:1) Service Fees (DUE OR NOT) 2) Coverages3) Denials4) Amount to be covered as well as items coveredIf the homeowner has a dispute about ANY of these items (as noted in the body of this complaint) then under her contract with [redacted] she would need to make complaint via that entity. [redacted] (as well as ALL Home Warranty Companies) does have provisions in their coverage for Acts of God, unusual or catastrophic weather, etc.  The work order was placed on or about the 30th of May, at which time the area received a single day rain fall of almost 4" (the link for the documenting information has been attached) [redacted]://[redacted]/**/[redacted]-**-**This amount of rain is compounded by the immediate drainage from the gutter system on the house. PHOTO 4: Attached - Shows the location of the drainage guttering system. This is close to the equipment and the area of the yard is not a perfect condition for draining.   With the excess amount of rain - the water in the this area rose to the point of damaging the equipment.PHOTO(s) 1 and 3: There is evidence of the waterline from standing/puddling water.  The water reached as high as the vent system on the pump. This would have caused water to enter the vent system of the motor and caused the damage to the motor.Once again, it is imperative to understand that this information is PROVIDED to [redacted] and [redacted] (ALONE) makes the determination of coverage based on the particular terms and conditions of the policy that the homeowner has entered.   The homeowner has made defaming remarks and has slandered the technician and KO regarding this service call, when all documented actions, notes, and photographs were done in accordance with good service and under the terms and the conditions of the [redacted] policy in which the homeowner has entered.If Mrs. [redacted] feels that she received an unfair diagnosis, she has the option available under her [redacted] policy to have a "SECOND OPINION" (Which she did not seek).  Her solution was to attempt to utilize the Revdex.com, in reporting biased and untrue statements regarding the service that she received, as an agency to some how force KO to provide services outside the [redacted] policy/contract.Even if KO wanted to provide a different service, the sole decision of coverage is determined by [redacted].This complaint should be closed as it is beyond the purview of the Revdex.com

Review: When I first got an estimate to re-plaster my pool and move the pool equipment to a different location one of the question asked was did I want a new pool light. I said no that mine was working fine. I "assumed" that the old light would be put back in. In the contract it asked if I wanted a pool light and I "assumed" it meant a new one so I said no. Now I have a pool with no light. Again I "assumed" that everything the pool had when they started would be there when they finished. The electrician rewired the equipment and put in an on/off switch for pool and also put in an on/off switch for the pool light which leads me to believe the wire was pulled thru the conduit. When talking to [redacted] several times via email about the light he flat out told me he would not give me back the pool light. I have emails documenting our conversations.

I am hoping you can help me resolve this issue and I can get my pool light and until then I consider the job incomplete. If not my next contact will be the [redacted] of Contractors.

Thank youDesired Settlement: To reinstall my pool light as they had no right to take it out.

Business

Response:

Attached is the completed contract for the [redacted] residence at [redacted].

There are important factors regarding this complaint that the homeowner is failing to recognize.

#1) They requested the electrical for the pool equipment (including the light) to be moved from the current location to a location approximately 10' to the South of the existing.

#2) The electrical move, when made, would alter the location of the junction box (or the electrical termination point) of the existing pool light.

#3) A Pool light is an encapsulated unit. The light (when new) is sold with a pre-set length of cord (generally 50, 75 or 100'). The cord is cut to length of the install at the location of the existing Junction box when the pool light is installed. When the junction box was moved to the new location, the previous light cord then became unusable as it would NOT reach the new equipment location.

#4) The homeowner was advised of all the above. In the contract (AS ATTACHED) You will note that it is CLEARLY STATED.

DO YOU WISH TO HAVE WE FIX UGLY POOLS RE-INSTALL THE EXISTING LIGHT? - The box is checked "NO" and it is written in - "LIGHT IS NOT BEING REPLACED"

This CLEARLY informs the homeowner that we are NOT re-installing the existing light and that we are NOT replacing the light either.

#5) On Contract Document (ESTIMATE #[redacted]) it restates -

POOL LIGHT WILL NOT BE REPLACED! HOMEOWNER HAS ELECTED THIS NOT TO BE REPLACED.

#6) On Contract Document (MAIN PAGE) - Line Items #1 and #5 were asterisked for attention.

#1- Your contract is the only legal document to determine the work that will be performed to your pool.....

#5 - Additional charges for upgrade, relocation and replacement of any existing electric service, fixtures, conduit, wiring and panel, if required, to be paid by Buyer unless included under work description on contract. Remodel Code compliance MUST be met prior to finishing your swimming pool.

#7) On CONSUMER PROTECTION CHECKLIST #9

#9 - ELECTRIC: Homeowner is responsible for ALL electrical upgrades due to added equipment or necessary remodel code.

#8) On CONSUMER PROTECTION CHECKLIST #10

#10 - "Does the pool light work? " NO

#9) Once the equipment move was completed, the light (noted above) becomes non-usable and is discarded. You cannot splice into a light cord to extend it. There is no way to add to the electrical cord from the back of the light that is truly 100% safe and no splicing is allowed under any electrical code for pool lights.

Our contracts fully and completely cover the fact that we are not responsible for the replacement of the light fixture, though the homeowner has decided that the contract is not what they wish to follow. We have documented our contract scope of work fully and completely and the homeowner is now attempting to bully this company into replacing the light that they were aware would not be re-installed, nor replaced, under the electrical contents of our contract.

Also attached is the ORIGINAL ESTIMATE #[redacted] dated back 07 03 2012. This was the original time the homeowner began exploring the renovation on their pool. In this Estimate, you clearly have the pool light as part of the original quote. The homeowner removed the pool light in subsequent conversation:

5/28/2014 11:26 AM Called and spoke with Sandra. She wanted to go over the estimates> She said that her great granddaughter was graduating.

She said that they are not going to need to replace the dam wall tile. -392.00

Need to remove the pressure test: -295.00

Remove the salt system. - 1398.00

Remove the pool light. I advised that the light had to be replaced with the equipment move and she stated that we could just remove the pool light from the estimate and for us not to worry about it. - 345.00

It is important to understand that per our contract, all work was completed. Our documentation is clear and the work that was conducted was completed as contracted.

It should be advised that the Revdex.com nor the [redacted] exist into coercing a company to work beyond the scope of work that has been included and that these bodies exist for the purpose of settling viable disputes.

I welcome the homeowner to file a complaint with the [redacted] as the [redacted] will clearly take into consideration the contractual documentation that has been provided. A licensed contractor works under a specific set of guidelines and acts in accordance of those guidelines (Also known as the SCOPE OF WORK). They are responsible for ensuring the work was conducted to workmanship standards and that we have fulfilled the obligations of said work under the contractual requirements. They will not require a contractor to install something that is clearly and completely omitted from the contract and covered in multiple locations on that contract.

I believe our response is clear and concise.

We have offered to install a light at the originally quoted price and will continue to extend that offer to the homeowner.

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.

In response to Complaint #[redacted], it is true I misread the contract and the light not being reinstalled is my fault. However that does not alter the fact that my pool light was in working condition and I cannot get it returned to me. What I do with the light is no ones business. I can hang it in my living room if I so desire. The fact is the light was bought and paid for by me and is my property and I want it returned! And if the wiring is too short to reach the junction box it does not matter because I am not going to hook it up to it.

Regards,

Business

Response:

I am unsure how many complaints can be submitted on the same issue, but this is becoming borderline ridiculous.

The light is gone. It was removed. as stated, as part of the work that was being conducted. Our contract was clear about the fact that the light was not being re-installed (as now admitted by the homeowner) and it was not requested to have the light left on the property. As such, this light was removed and discarded.

When new electric is <<MOVED> as is the case in this project, the junction box is also moved to another location. This causes the light cord to become too short and, thus, render the light unusable for installation. Since the discussion (per our contract and in previous verbal dissertation) was very clear, we removed all "trash" from the job-site. The light. once the junction box was moved, became inoperable and was then viewed as trash and discarded.

The request to have the light returned did not occur until several days later, making it impossible to re-locate the light and provide it to the homeowner. Again, had the homeowner desired to have the inoperable light (inoperable at the point of the electrical move) remain on the job-site, this is a discussion that we should have had prior to the commencement of the work and discarding of the light.

The issue is that the homeowner now admits that she "mis-understood" the contract verbiage, filing a complaint for something initially that has now been admitted that we were not truly responsible for. Since she had this "mis-understanding", it was impossible for her to communicate to us at the time of the contract, or during the contracted remodel, that she desired to have the light left on the job site and now this "mis-understanding" has become misplaced animosity regarding the light that she is attempting to place back on this company.

Fact:

1) The contract was clear that the light was not being reinstalled.

2) The electrical was moved to a new location, rendering the light inoperable.

3) The discussion prior to the commencement of work and throughout this discussion has been clear that the light was discarded due to being inoperable with the electrical move.

4) The homeowner knowingly and willing acknowledged the contract via multiple signatures.

5) No mention was made that the homeowner desired to keep the inoperable light until such time as the work was near completion.

6) The light has been discarded and is non-recoverable.

7) The homeowner admitted her "mis-understanding" and agreed that we were correct in previous complaint.

At this time, I resubmit my statement of acknowledgement of the homeowners desire to have the light re-installed, but it is not physically possible to return the light (as Lord knows I would!) as it has been discarded and this company will not provide a new light as it is stated under our contract that the light is not being replaced.

There is nothing more to discuss on this matter.

Review: I have a home warranty through [redacted] on my property at [redacted]. I have had problems with this pool repair company since October of 2014. They came out in October 0f 2014 and supposedly fixed my pool pump and I paid them a $75.00 fee as well as an additional $75 fee because the techinician called out an electrician to check the electricity and I was told that there would be no charge for the electrical contractor, but there was-I paid it even though there was a misrepresentation made. Then my pool pump went out in January of 2015 and I received a call from [redacted] that my repair would not be covered because there were structural defects-I did not know what they were talking about and then found out the technician from We fix ugly pools had called in a report on a wrong proper location. After that was straightened out the capacitor on my pool pump was finally replaced for another $75.00Today Scooter the technician from We Fix Ugly Pools/Knock Out Pools came out and it appeared to me that he was just looking for ways to report to the warranty company that my repair should not be covered. He was saying that due to 15 inches of rain that the water had risen up to a certain level on the pump and took pictures and then tried to say my pump was in a hole, which I told him it most certainly was not. But by his whole attitude and demeanor I could tell he was going to make sure that the warranty company did not have to pay to fix my motor on my pool pump. I told him of my dissatisfaction with his service and attitude and that from his actions it appeared he was just looking for ways to ensure that my repair would not be covered under the warranty.I believe that Knock Out Pools is not a reputable and good business and should be investigated for its unethical business practices. It is not interested in customer service but just looking for ways to collect a $75.00 service fee and keep the warranty company from having to pay claims.Desired Settlement: The company should be made to fix the motor on my pool pump and not be allowed to continue its unethical business practices.

Business

Response:

Please note that this is an Home Warranty Company Dispatch - [redacted] Work Order ([redacted]) and the Service Provider is Knock Out Pools (KO). The homeowner appears to make the assumption that KO makes the decision of coverage on their pool under their contracted agreement with [redacted]. This is in fact, not true. As such, KO cannot make the assertion on anything related to the following:1) Service Fees (DUE OR NOT) 2) Coverages3) Denials4) Amount to be covered as well as items coveredIf the homeowner has a dispute about ANY of these items (as noted in the body of this complaint) then under her contract with [redacted] she would need to make complaint via that entity. [redacted] (as well as ALL Home Warranty Companies) does have provisions in their coverage for Acts of God, unusual or catastrophic weather, etc. The work order was placed on or about the 30th of May, at which time the area received a single day rain fall of almost 4" (the link for the documenting information has been attached) [redacted]://[redacted].[redacted].[redacted]/**/[redacted]-**-**This amount of rain is compounded by the immediate drainage from the gutter system on the house. PHOTO 4: Attached - Shows the location of the drainage guttering system. This is close to the equipment and the area of the yard is not a perfect condition for draining. With the excess amount of rain - the water in the this area rose to the point of damaging the equipment.PHOTO(s) 1 and 3: There is evidence of the waterline from standing/puddling water. The water reached as high as the vent system on the pump. This would have caused water to enter the vent system of the motor and caused the damage to the motor.Once again, it is imperative to understand that this information is PROVIDED to [redacted] and [redacted] (ALONE) makes the determination of coverage based on the particular terms and conditions of the policy that the homeowner has entered. The homeowner has made defaming remarks and has slandered the technician and KO regarding this service call, when all documented actions, notes, and photographs were done in accordance with good service and under the terms and the conditions of the [redacted] policy in which the homeowner has entered.If Mrs. [redacted] feels that she received an unfair diagnosis, she has the option available under her [redacted] policy to have a "SECOND OPINION" (Which she did not seek). Her solution was to attempt to utilize the Revdex.com, in reporting biased and untrue statements regarding the service that she received, as an agency to some how force KO to provide services outside the [redacted] policy/contract.Even if KO wanted to provide a different service, the sole decision of coverage is determined by [redacted].This complaint should be closed as it is beyond the purview of the Revdex.com

Review: Initially I was satisfied with the work because they came out fast and made the repairs for a reasonable price. However, a couple months later the pipes they put in started to leak and when I asked them to correct the problem, they told me I'd have to pay again.

I realize pvc pipes don't last forever but, when they are installed end of June 2014 and start to leak end of September 2014--there's a problem.

The woman who answers their phone told me all work has a maximum 30-day guarantee but, I was never informed of ANY warranty when the work was performed AND the receipt I have not only lacks an ORDER # but also fails to specify the length of the warranty.

I wouldn't recommend hiring this company because they refuse to take responsibility for shoddy work.Desired Settlement: If they repair this issue at their cost I will consider the issue resolved.

Business

Response:

As a courtesy, we dispatched a technician on 10/04. Upon arrival we found the pump had been sucking air and not seated correctly. This would have contributed to a failure which would have caused our repairs to fail. Technician repaired the leaks and advised home owner to secure lid in future.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

This complaint has been resolved.

Regards,

If you like to be treated like you are one of the most important customers a place has, even when you are not even a customer yet, these are your guys. Purchased a home in Surprise, has a waterfall/pond feature that had been neglected after closing before we could get there and appeared to need repair. [redacted] not only stopped by to give me a bid on potential fixes, but he took the time to explain the entire system, what was wrong, grab some chemicals from the house’s cache and help get things back on track. All done no charge! Then over the next day and a half he fielded my texts as I went around to the stores to get things for future needs! And I am not just talking about text a question and look for a response later, he answered in minutes. Might not be a customer yet but with service like that I expect I will be.

I know that a lot of people will go out of their way and do whatever it takes to talk about the negativity of a specific company so I just wanted to go out of my way and do the same. When my family and I decided to embark on the scary decision of having an inground pool put into our backyard it was extremely comforting to know that the guys at we fix ugly pools and the owner Brian Morris was there with us each step to make sure we got the pool WE wanted, not the best one to make them money. In these hard economic times that goes a LONG way! After our absolutely beautiful pool was completed the guys at we fix ugly pools have continued over and over to come by and make sure everything is working and up to par no questions asked. They definitely made sure that my children will have great childhood memories for us to talk about for years to come, thank you very much we fix ugly pools!

We Fix Ugly Pools (WFUP) review/complaint

We contracted with WFUP on March 18, 2013 to totally renovate our existing pool. The pool had incurred considerable damage due to poorly compacted soil beneath it which resulted in significant settling and cracking. The pool was tipped in one direction almost 2 inches out of level. The contract was to remove the existing pebble surface, repair the cracks in the shell of the pool, remove 16 inches of decking/coping around the pool and replace it with flagstone to provide a level “top” of the pool then fill in the gaps with concrete and resurface the entire interior of the pool with mini-pebble and tile around the water line. In addition to this work, the pool pump had to be completely replumbed and replaced and the deco drains around the exterior of the decking was to be replaced with wider drains and the gaps between the deck and the walls filled. This is a pool with a negative edge, so the various water levelers, skimmers, etc. also were to be removed and replaced. The contract stated the estimated completion date to be May 1, 2013. A 50% downpayment was made at the time of contract signing, with 25% due after demolition and the final 25% due prior to the surface being replaced. The crack repairs was left open due to not knowing the extent of the damage until the surface had been removed, but an estimate was made.

Things started off fine with the demolition, however a preview of what was to become an on-going issue occurred when we were not informed as to when the work crews would be coming to our home and due to the limited access to the pool, someone had to be home to let them in. Sometimes crews would just “show up” ready to work, but most consistently what happened is that after I called the company asking when we would see some work done, we would be told that a crew would be there on a certain day and time and then no one would show up and we wouldn’t get a call. We would wait a couple of days to see if they would show up and then call and get another promise of a crew coming. This happened an average of 3 times per task. As the demolition was coming to a close, the crew gave me samples to choose the flagstone for edge of the pool. I called the office later that day with my selection. I was told the crew would be out the following week to install the flagstone. This was in early-April. The next week came and went with no sign of a crew. Another week came and went, still no crew. I called and was told the stone had not been available from the supplier but now it was and someone would be out in the next couple of days. No one showed up. I called again and was told again that there was a delay with the supplier and they didn’t know when we stone would be available as the supplier wouldn’t ship until it had a “full load”. This went on for over a month, with the only communication initiated by me – WFUP never called me with an update. Finally the stone was delivered in mid-May – and then sat in a trailer in our driveway for a week until we called WFUP and told them to either get someone out to install the flagstone or to get the stone out of our driveway. A crew showed up the next day to do the work. During this month-long delay, no other work was done on our project that was not related to the pool itself, such as replacing the pump system and plumbing or installing the deco drains on the deck. The tile was also installed around the waterline of the pool and on the negative edge after the flagstone was installed. The pump was replumbed and the motor replaced by May 22. We thought we might actually be swimming by Memorial Day, since all that was left to do was the pebble surface, but this was not to happen.

This pattern of telling us someone would be out to do the work after we had to call to find out was happening and then no one showing became the norm for the remainder of the project. Crews would show up and discover they had the wrong equipment or didn’t have the correct supplies to do the work. Apparently no one talks to anyone else at WFUP to let them know simple things like how much drain is required or the fact that access is limited and required different methods of bringing in the materials needed to do the work. If I didn’t call on a weekly basis, I don’t think anything would have happened on my project. This resulted in very high levels of frustration for me and my husband as we say our completion date of May 1 come and go and still work was only being done in spurts with long gaps of idleness in between.

The pebble surface was finally applied on July 8 (after being told it would happen several times in the weeks prior to that). We didn’t know anyone was coming to do the work until the crew showed up. Since we had to order water to be trucked in, it was important that we know in advance when the surfacing would be complete. Fortunately the water company was able to make an emergency delivery (up to 10:00 PM) the day the surfacing was completed. There were still tasks to be completed with the water levelers and the skimmer and the deco drains but at least the pool startup could occur and we could be swimming! At this point the project was over 2 months late. Also during this time, we received no invoices from WFUP for the progress payments. I had discovered I had lost my copy of the contract sometime in May and I asked WFUP to email me a copy. It took 3 weeks to get a copy of it and then someone brought it out to me rather than email or faxing it. I wasn’t too concerned about not having the contract as I assumed WFUP would invoice me for the interim payments – wrong again. So on July 11 when the person came out to startup the pool, he presented me with an invoice for the total due. Given WFUP’s terrible record for completing work as promised, I didn’t feel comfortable paying the total amount since the deco drains were not in and every time it rained, water was being absorbed into the soil around the pool due to the 4 inch exposed surface from the cutting made for the drains. Given that water leakage into the soil was what cause the problems in the first place, getting the drains in and the deck surface sealed from water was a critical deliverable. But to show good faith, I paid half of the outstanding balance, bringing the total paid to 75% of the total contract value. The 25% holdback, while more than the value of the work left to be completed, was my safety net in case more work had to be done to fix and damage that may have been incurred to the foundations of the pool due to the 2+ month exposure to the elements from the drain cut out. Based on the prior incompetence of the scheduling and project management staff at WFUP, I didn’t know if the drain channels would continue to sit there exposed for weeks and weeks and withholding final payment was my only means to ensure the work would be done in a timely manner.

On July 29th I called WFUP to see when the drains would be installed and was told a crew would be out on Aug. 1 to finish the job. The next day WFUP called to see if it would be ok if they crew came a day early – EUREKA! The crew arrived after driving around for an hour trying to find my house (apparently no one gave them the directions) and the 4 workers went down to my pool, looked it over and said they couldn’t do any work because no one had told them how many feet of drain was needed or the color I wanted. OMG! How many people had been out to my job site who could have measured this and asked me my color preference (white or tan)?? Maybe the guy who cut the drain channel could have measured it? But no, this was a typical WFUP move – so the crew took the measurements, got my color choice and said they might be back on Friday (Aug. 2) or Monday to install the drains. No one showed up on Friday, but I did get a nasty email from WFUP asking for full payment on the contract since the majority of work had been completed. I replied that I would pay when the work was done, which given WFUP’s past performance, could have been weeks away and if I paid I would have no leverage over them to get the job done. Since it was now 3 months past the original completion date, I felt that WFUP was in breach of contract so needed to complete the project before getting paid. Over the weekend I received a couple of nasty emails from the president of WFUP, copying their legal dept. demanding payment and saying I was in breach of contract due to my unwillingness to pay. I responded that since it had been less than 30 days since I had received and invoice and made a payment, I didn’t agree and that they had failed to fulfill their commitments in the schedule outlined in the contract. But since there was only one or two days worth of work yet to be completed that everyone would win if they sent out a crew on Monday, Aug. 5 to complete the drain installation and then I would pay the full amount left on the contract. They responded by issuing a formal notice that I was in breach of contract. Several emails were sent back and forth between myself and [redacted], the president of WFUP on Aug. 5 and a crew showed up to install the drains. I made payment on the invoice and informed [redacted] that I would be filing complaints with the Revdex.com and ROC due to their poor performance. Taking into account the delay in the flagstone being out of their control to a degree, they were still 8 weeks late delivering this project, with no explanation or apologies.

The one positive thing I can say is that when work crews came out to do their work, they did an excellent job, although the pebble surface has some cosmetic quality issues. My main issue with WFUP is their incompetent project management, scheduling and invoicing staff. Unless you have 6 months to complete your pool renovation, I would NOT recommend WFUP to anyone.

If you hire this company be prepared for frustration with the lack of communication and if the owner responds, be prepared for a defensive, arrogant retort. Excuses are all that he can come up with along with some feigned outrage. Bottom line is read the contract, they want half down payment, which is reasonable and then the balance BEFORE the resurface...I received my invoice after the resurface and paid within one day...I was informed that I was in breach of contract...............We had some issues with our pool that have been resolved but not without hassles. Do your homework because if this company is #1 in Arizona, then AZ is in BIG trouble and what an opportunity for a great company to start up!

When going into any project, the hardest thing to do when you are comparing builders is to figure out what you want and to compare apples to apples.

We Asked around with neighbors and got bids from three other pool builders. The home builders preferred vendor was outrageous (probably because there was some kick back or something to the home builder) and it seemed that Ugly Pools was pretty comfortably in the middle of the bids (not super high - not super low.)

Some of our neighbors had nightmare situations with some of the other builders. One particularly I did not know about before I ruled them out, but I hated the salesperson that I spoke with acted like they were doing me a favor to build my pool and were terrible about returning calls.

We used We Fix Ugly Pools and found them extremely easy to deal with and fast (although they hold a world record for building a pool in under 6 hours...don't expect THAT fast!)

We Fix Ugly Pools builds a good pool, did not overcharge for the work, and got in and out without incident. We highly recommend them and believe that they know what they are doing when it comes to building a great pool.

I appreciate the service from the point of our first call to the follow up questions that we have and call them about. Great people, very well educated about their business and kept a clean job site. You'll find that ALL of the guys from the Salesperson to the guys doing clean up (Thank you Scott and Chuy!) are just awesome.

Review: This company's service is absolutely atrocious. I work in the customer service field and I am appalled at the way this company handles their customers. A " you'll be swimming in 5 days" turned into a over 2 month disaster! I've learned you get what you pay for but I don't think nearly $9,000 for such a lousy job is cheap..My complaint at this time is that we have asked for a copy of the contract probably 10 times and was told they would email and we haven't received a thing. I finally told them to mail it and they claim they don't do that. really? Someone needs to get involved. I don't know what else to do at this point.Desired Settlement: need a copy of the contract to be sent immediately since some of the cool dec is already stained and we were told by the cool dec people that we have a 2 year warranty but received nothing in writing. I need to contact the cool dec company that was contracted by we fix ugly pools.

Business

Response:

Contract was electronically signed through Docusign program, and homeowner signed the documents and received a copy at the same email they were notified for signature. Additionally, all invoicing was conducted through the same email address, which they received and paid when prompted to do so. All documents have been electronically packaged and sent back to the original email address.To be clear, it was never stated That we do not print a hard copy of the contract and wer never promoted for a hard copy, what was said was that the owners manuals (which we send links to the owners manuals) we do not print.A hard copy of the contract will be mailed on Monday and another electronic version will be sent this evening.The issue may be in the homeowners spam/junk mail filter and it may not be allowing the file documents to be sent in the present state that we send them. This is beyond our control and we have no way of knowing once we send the documents if they are received or not. Since all other electronic communication seems to have been made without issue, then we have to presume that there is no issue with what we are sending.The complaint is unnecessary and easily resolved and noted in my conversation this afternoon.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I absolutely love We Fix Ugly Pools! I have had nothing but amazing service from the owner and staff. I have been dealing with this company, happily, for several years now. I love their new store at 75th Ave and Thunderbird, where they carry and service pretty much anything I need for my almost 30 year old pool and what I can't fix myself, [redacted] the owner always has quickly sent a reliable repairman with great knowledge to do the job. Everyone, from the woman who schedules the repairman to come out, the repairman, the sales people at the store, to the owner himself have been amazing, kind and professional. I have and will continue to highly recommend We Fix Ugly Pools to anyone with a pool! I am so thankful to have found this company. I have gone to other pool stores and dealt with other pool services and found that they had no problem over selling or charging. This company is very honest and also does great things for our community, which says a lot to me.