California Pools & Landscape

The pool was acid washed on 11/19/2015 and is filled with water. We are installing the chemicals on 11-23-15. Even thought we can't be held responsible for a dust storm staining the pool interior, we have acided washed the pool at no charge as well as authorized a water reimbursement for the...

customer. We have reached out to the customer to schedule a site meeting and are awaiting his response for a time to meet. California Pools & Landscape will make any needed repairs however we need to address specifically what those repairs are with the customer on site.

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.

California Pools can disagree all they want, I have there technician on camera literally standing at my front door for 30 seconds.  California Pools technician was suppose to call me to tell me he was on his way over, hence another instance of the lack of communication. I have spoken with there manager and confirmed California Pools will be at my house on Thursday after 3pm. If California Pools was so proactive in responding to my Revdex.com complaint they should be like this when I call to request a warranty issue.

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]

On 5/03/2016 VP of Construction, [redacted], spoke to Mr. [redacted] regarding his concerns. On all pools over ten years old it is our policy to not drain pools from April 1 - Nov 1. Draining pools with temperatures above 85 degrees will deteriorate or crack the pebble...

interior. This policy is firm and no exceptions are made. California Pools sent a diver out on 5-5-2016 to check for cracks and no leaks were found. This was at no charge to the customer. We have emailed Mr. [redacted] a Letter of Intent stating that California Pools will repair the pebble cracks after 11/1/2016 at no charge. Mr. [redacted] was satisfied with our response. No further action is needed.

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.

1 review

12/7/2017
Stay Away !
California pools & landscape in a internal MESS !
We met with California pools to get an estimate on our small backyard landscaping project. We liked our salesman although he was new to that position he was nice and we thought we could trust him plus they were one of the only companies that were able to provide a 3D drawing. After that it all went down hill fast !
After agreeing to the highly exaggerated drawing ! We had asked if we could pick out our plants and tree's as other landscaping companies offered . The salesman told us that they had private nursery's and insured us they are top quality but we could not visit the nursery. ( that should have been when we stopped the project ) Well they lied !
The plants and trees come from a local very public nursery with a healthy price mark up ! We know because the workers left public nursery tags on and we went down to see what the plants cost verse what they invoiced us. The California Pools mark up on those plants and trees is in some cases close to double what the nursery would have charged if we had went and purchased them ourselves. We called California Pools on it and they claim its because there private nursery's were out of every single plant were ordered! The mark up was added because they had to pick them out and get them to the job ? We asked to pick them out in the beginning and as far as getting them to the job well we would be fine with that if they had not lied about their "private nursery" and it wasn't a mile down the road. We honestly hoped going through a company like California Pools we were getting larger healthier plants and trees at least that's what we thought the reasoning behind there higher cost.
Also the truss they showed us in the drawings isn't what we got but we decided we could live with it since it was already bolted to the wall and filled with vines when we noticed.
The California pools construction manager only came the one time for the introduction. Never to be seen again ! We had to call the office to find him when the project ran into complications. They didn't know how to locate him and weren't even sure if he still worked there. Isn't he there employee? Come to find out he was on vacation but never told the people on our project or the front desk at the office . We honestly feel if he had paid attention to our project like we were told he would we may not have had as many issues.
I will say the workers they sent worked there butt's off considering we had to keep having them fix/change things that California pools salesman miss guided them on because his drawings weren't up to date or they didn't get the last change form etc..
This company's complete lack of internal communication is incredible you talk too so many different departments and people none of which communicates with the others. If we called our salesman with a question he couldn't answer it ...ever had to ask someone or worse yet find out ! When you ask the office they can't help you are left in the dark about a lot of things.
Still to this day there is some small unfinished work but we decided to pay our bill and walk away its just to frustrating dealing with California Pools they either are internally broken or need to retrain there staff including the management.

Do yourself a favor DO NOT use this company.

Thanks for bringing this to our attention.  There is no excuse for the lack of communication and we will resolve that internally.  As for the work, the following will take place:
     1. On July 26 we will be out to repair the water leveler...

lid     2. On Thursday July 28, our head of construction has a meeting with our client to walk the yard and go over all other remaining items.
     3. The turf will be laid within a week of that meeting.  All other items will be resolved within that time period as well.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 11589436, 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,

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.

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.

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.

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.

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]

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

I just had my second California pool built and I can't wait to get in. I hate to say this but hurry up summer. Everyone was so nice and informative. The girls in the office were so helpful when it was time to pick my tile color and pebble color. The crews always showed up when they said they would and cleaned up after themselves every time!! I would never think of having anyone but CP build my pool and they proved that again.

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!

I reject the business response.

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!

4.0 star rating

9/16/2016

We made the decision to go for our backyard project in February 2016 when California Pools were having their pre-summer sale. The upside of this is that we got it done at the sale price, the downside is that a lot of other people had the same idea, so the crews working on your project had to rotate among other projects in your area therefore completion time was pushed back some. Kudos go out to Mike L[redacted], the project manager who converted our ideas into the CAD drawing or construction plan. To Marcie, our liaison at California Pools who was very nice on the phone and updated us as to the scheduling of the different steps. 5-Star service from Sean B[redacted], our construction manager who I felt was always on our side, looking after our interests throughout the project up to its completion. We peppered him with all sorts of questions and he answered each one patiently and to the best of his ability. Now, the negatives: When my house was built, I specifically requested RV doors because I knew I was going to have a pool at some point and I did not like the idea of having my fence temporarily torn down. Secondly we have a water feature on the side of the house so prior to the excavation step, I had the company who made the water feature mark on the ground using bright neon paint the location of the water pipes that supplied the water feature. Despite all these precautions, the excavation crew managed to rip off one of the RV doors from its hinges and dig up and damage the pipe supplying the water feature. Another problem occurred during paver installation. The crew assigned to us I felt was not very attentive to detail -certainly not befitting one of the top pool companies in the region. There were mistakes and corrections that took a whole month to iron out. As great as our construction manager was, California Pools should have paired a spanish-speaking manager with the largely spanish speaking crew assigned to my project or vice-versa. I just did not feel the crew quite understood what the manager wanted them to do and as a result the same sections of the hardscape needed to be redone multiple times. After I got visibly frustrated, only then did they send someone else to communicate with the crew and almost in a day or two, the problem was fixed. To California Pools' credit, all the above negatives were corrected. They replaced the RV doors with brand-new ones, they replaced the dug up and mangled water pipe and they eventually got the hardscape right. And for our troubles, they offered free pool maintenance service for the rest of the season. All in all, California Pools transformed our concept of a great backyard into reality and my family and I are ecstatic! It was just too bad that the snafus and delays that occured practically shortened our swim season by a month