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Excel Pools and Landscaping

15814 County Road 178, Tyler, Texas, United States, 75703-7051

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Excel Pools and Landscaping Reviews (%countItem)

HEATER DOES NOT WORK PROPERLY AND WE HAVE MADE EFFORTS TO CONTACT THE POOL BUILDER FOR 30 DAYS TO GET IT FIXED AND HE WILL NOT COMMUNICATE WITH US.
We spent over 70k With Excel Pools & Landscaping, Worst experience ever. We thought we had the right guy for the job but couldn't have been more wrong. They build commercial pools as well as residential some as far away as Austin, TX. The owner of Excel Pools seems like a good guy and I'm sure he means well. Great pitch at point of sale, project manager to handle sub's and go over design details. This never happened and there was little communication if any. Lots of tile and coping work had to be redone, it wasn't even level. We had to pay $600.00 for a extra pump to make the pool fountains work remotely because of their oversight. Endless delays during good weather. There was no one working on our pool. The pool is about 8 months old and the heater isn't working. For two weeks I've been trying to get it looked at. We had a appointment for Thursday 4/12/18 according to the builder but can't get a response from Excel Pools to find out if the *** heater guy showed or not. The Heater still doesn't work. I have sent text messages left phone messages with no response from him at all.

Desired Outcome

WE NEED RESPONSE FROM THE POOL BUILDER AND A VISIT FROM THE HEATER WARRANTY GUY AND THE HEATER REPAIRED.

Excel Pools and Landscaping Response • May 30, 2018

Document Attached***

I think it best to begin with the sequence of events regarding Mr. complaint

Mr. contacted me about his heater problem on 4/03/18
I contacted the manufacturer's representative regarding the warranty on 4/05/18.
The warranty department forwarded the number of the local technician on 04/08/18.
I spoke with technician on 4/10/18 and he and scheduled repair for 4/12/18.
A text message was sent to Mr. to let him know the scheduled date for the technician on 4/11/18.
The technician went to the *** home on 4/12/18. He didn't find fault with the heater. I had told him that Mr. said the heater was cutting out after about 20 minutes of use. I'm assuming the technician didn't run the unit long enough for it to act up.
During the time the technician went to repair the heater, I was away in an area with no cell phone service. I could receive text messages but not send messages or make phone calls. Knowing this, I left my phone off and in my luggage.
Mr. left two text messages and one phone call during that time.
As I prepared to leave that Sunday afternoon, 4/15/18, I saw the text messages from Mr..
I borrowed a phone from someone who had cell phone service and spoke with the manufacturer's representative (on a Sunday).
He called the technician on Sunday 4/15/18
The technician went to the *** home and replaced all the parts in the heater that would cause all the issues that Mr. was having Sunday 4/15/18
I regained cell service the same evening and called Mr. to see if his spa was fixed. He then spent the next several minutes of him telling me how bad a communicator I was and insinuated that I was lying about the cell service. I told Mr. that I did not appreciate his tone and that if he had any trouble with his heater to contact my office and we would immediately come fix it. He hung upon me.

The *** and I made a deal on their pool in 2016. At the time I agreed to discount the pool and few percent and modify my contract to better suit him. They elected to wait till 2017 before building the pool. They contacted me in early 2017 and asked if they could get the same deal and I agreed. Part of the original deal was to install laminar fountains in the decking that shoot water into the pool. I told him to stay in the budget those fountains would run using the filter pump and would require manual operation. After the pool was built Mr. wanted them to run automatically. I installed a separate pump for the fountains at my cost.

When we finished with the project we installed two pallets of sod for Mr. because he was having a party and didn't have the time to do the sodding himself. We supplied and installed the sod free of charge.

We did have issues with some of the coping not being level. It was removed and reset without and question or argument.

The pool was completed in July 2017. At that time, Mr. elected to retain a portion of our last payment until he "Felt good about paying us". We had no communication from Mr. about any other problems with the pool after that. I finally had to go to Mr. business to collect the balance. I received a check from him December 4th, 2017. I regret that Mr. has felt the need to file this complaint. I did lose my temper with him that Sunday on the phone, and for that I am sorry. I told him then that we would continue to honor any warranty issues.

Customer Response • May 30, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
We paid cash for our pool three installments right on time. When the pool wasn't finished and the heater and other repairs weren't done they wanted their final payment, so we held back a few thousand to make sure it got done. We paid for the extra pool pump not Excel pools and have the receipt to prove that. It was their mistake to begin with, that was the reason for second pump. There was never any budget issue or discussion about pool features that didn't include the fountains. Also we originally contacted him in March 28th 2018 for repairs to stone work which still hadn't been taking care of. Once the repairs were complete we left messages in regard to a final bill and receipt which we finally got from him for a few thousands dollars. This was at his convenience, took 11 mos to finish repairs. What upsetting is the job wasn't done as we discussed. No Project Manager, No Attention to details, Lack of communication and weeks went by without any work at all . The pool heater is repaired however but not by Excel Pools.

Excel Pools and Landscaping Response • Jun 07, 2018

Mr. contacted me on March 28, 2018 for minor repairs to some stone work. On March 30, 2018 he sent a text message thanking me for those repairs. The pool heater was fixed by a warranty technician on Sunday April 15, 2018 at the request of Excel Pools and Landscaping. That technician reported to me days later that while repairing the heater he noticed a leaking seal on one of the pumps. He told Mr. that the seal leak was certainly under warranty and that he would be back the next day to repair it at no cost to Mr.. Mr. called the technician back the next day and told him not to bother with the repair he would fix it himself. Hopefully at this point we can put this behind us and move forward. We wish the *** well.

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Address: 15814 County Road 178, Tyler, Texas, United States, 75703-7051

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