Pools by Murphy

Review: I have had so many issues with this company over the years. They never return a call or respond to an email. The cement around my pool is crumbling, a pool that this company installed. I have requested repairs by phone and email. I actually spoke to [redacted] the construction manager once but have never been able to reach him again. He shared with me that the type of cement they used, [redacted], has a flaw and they haven't received a response back from the manufacturer as to how to fix it. I simply need my pool repaired. Any issue I've had with this company and getting answers has fallen on deaf ears. Would appreciate getting help with my pool.Desired Settlement: I want my pool fixed.

Business

Response:

[redacted] contracted with Pools by Murphy in October of 2005. The back of her contract clearly spells out the warranty stating that the structure of the pool has a lifetime guarantee to hold and contain water and that it will not crack so as to leak. The decking that [redacted] is having issues with carried a one year guarantee and is clearly out of warranty. Our construction manager has spoken to [redacted] and told her about new finishes that have come to market and are more durable. As of this writing, our construction department has made contact with [redacted] and were told that she hired someone else to do the repairs. If she would like to consider using Pools by Murphy for any other necessary repairs, she should feel free to contact [redacted] extension 14.

Review: I contracted with Pools by Murphy in January to have an in-ground pool installed. Since the beginning they have provided poor customer service but I did not complain. The demolition man decided that rather than remove fence panels he would just plow them down with the heavy equipment destroying three panels which will cost about $400 to replace plus labor. (He did remove two panels appropriately so for that I am grateful.) The last people to work on the pool, almost five weeks ago walked off with a heavy duty electrical cord of mine, cost to replace $75. All of the crews that came left their food and beverage garbage on my property. Again I did not complain. But I am complaining now because I cannot get a straight answer out of them as to when they will come back and finish the work they started. After not doing anything at all for close to 5 weeks (except give me bad info about pool construction status) they finally sent someone over on Wednesday to determine how much dirt they need to complete the next phase of the job. He said he would be back at 9AM the next day (yesterday). He did not show, they did not call, they did not explain nor have they shown up yet today. Now I understand about rain delays but rain does not stop a company from ordering parts, making phone calls, returning phone calls or sending emails to update a customer on the status of their job.

Product_Or_Service: in-ground pool

Desired Settlement: DesiredSettlementID: Other (requires explanation)

All I want is for Pools by Murphy to complete the work they started or at least have the common courtesy to explain to me why they have done zero work on my pool since May 19th and when they will come to complete the job. Their marketing collateral says most pools take 60 days. If they cannot do that, then I would like a refund of a portion of the money I have paid so that I can engage a more responsive contractor.Thank you for your help and consideration.

Business

Response:

Consumer Response /* (-5, 8, 2013/07/11) */

Consumer indicated they have heard from the company, but the issue has not been resolved. Comments follow below:

Three weeks ago they said they would fast track it since it has taken so long but it is still not completed. They have made some progress since filing the complaint but no word on when it will be complete

Consumer Response /* (3000, 12, 2013/07/25) */

So my pool is finally complete and they have compensated me with a free pool opening, closing and chemicals for a year. So all is right with the world and it is ok to close this out as it was solved amicably