Professional Pools & Care Reviews (%countItem)
Professional Pools & Care Rating
Address: 14057 Highway 231 431 N, Hazel Green, Alabama, United States, 35750-6601
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Professional Pools installed my pool in November of 2017. They have since opened and closed my pool each year to my complete satisfaction. During the summer months I have my water tested and all my pool chemical needs are purchased through them at reasonable prices. I have never once encountered any issues or can complain of any customer service issues. Great company!
In addition to purchasing a pool from PP& C, we also purchased a hot tub. When we purchased our tub, they were just getting into hot tub sales. However, the whole process was smooth as silk. We did have a leveling issue but thanks to PP&C's cooperation, the matter was handled and we're now enjoying our tub almost daily.
I have been using Professional Pools for many years and have been completely satisfied.
Our experience at having a pool installed was top notch. They listened to what we said and delivered what we wanted, all at a reasonable price. Not only do we have a new pool, but also new friends!
Nothing less than superior work from Professional Pools and Care. They possess the experience and professionalism you would expect when making such an important decision.
All around excellent experience getting our pool built and the care and maintenance following...Highly recommended for all of your pool needs!!!!
Great work in a timely fashion. Any time I had a question or issue it was addressed quickly and resolved to my satisfaction.
Thank you *** it was a pleasure working with you. We appreciate your kind words and we are always here for all your pool needs. Thanks Professional Pools & Care
Our pool was to be completed by the end of May. The owner of the company now does not want to finish the job and is asking for final payment.
Our pool was delivered on March 20,2019 at this time we were told it would take 6-8 weeks for completion. The poo was in the ground and back filled on April 6th. The first week of May the owner said to my wife that they could not do the original design. Nothing was said about them not being able to do the original design up to this point not even when my wife changed the location of the pool. We receive a certified letter from her the last week of August stating that she has completed the pool as of July 22,2019 even though the last part of the rock was not laid until August. She is deducting the price of the pool cover and giving us a discount of roughly $2,000.00 for our inconvenience and dis satisfaction. She has also decided not to put the second step in. She stated in an email to my wife that she wants no further contact but payment only and we can not show up at her place of business unannounced. At the time we were told that the original design of the pool could not be done we were at her mercy for having the pool completed. She is charging extra for a final grade she said they did but did not do. She brought in top soil after being told by myself not to bring any in. What she did bring in was very minimal and charged over $1,000.00 for a final grade that was not done. She is charging us for extra stone work and concrete that would not have been needed if the original pool design would have been done. There was no modification to the contract for additional charges.This 6-8 week project lasted over 4 months. In that time frame she had started and completed other pools. The contract states that upon agreement by both parties that the pool is complete that final payment is due. The pool is not complete we have never not paid payments to her when she has requested the payment according to the contract. There has been only 1 or 2 times that we have told them they could not come to the house to work on the pool. My wife has asked for the pool to be completed numerous times so final payment could be made and we can be done with this whole ordeal. We have all the text messages dated and time stamped along with pictures. The owner even stated that this project was drawn out way to long and her contractor was not doing a very good job. She had to bring in a different contractor to help finish things up. The owner states that this is all do to my wife changing the location of the pool. That is false at no time until after the pool was in the ground and back filled did the owner say that they could not do the original pool design. This 6-8 week project has taken well over 4 months. The owner had to bring in a different contractor to fix what the original contractor messed up. There was no final grade done. This is the following points: 1.There is a crack that occurred 2 weeks after the concrete was poured they poured new concrete next to old and did not put an expansion joint in. 2. A 6-8 week project takes over 4 months our yard was tore up and their workers never cleaned up their messes the owners came out and packed up numerous bags of trash after weeks of it being there and we still were courteous and just asked for completion of the pool. 3. Saying they could due a certain design and after the pool was in the ground told us they could not do it. She apologized for the length of time for our pool stating she has no control over her contractor which is false. She tells them what jobs to due and should keep track of the jobs if our pool would have been a priority she would have made sure it was being worked on. Like stated previously she started and completed other pools after starting ours.
This is the following points: 1.There is a crack that occurred 2 weeks after the concrete was poured they poured new concrete next to old and did not put an expansion joint in. 2. A 6-8 week project takes over 4 months our yard was tore up and their workers never cleaned up their messes the owners came out and packed up numerous bags of trash after weeks of it being there and we still were courteous and just asked for completion of the pool. 3. Saying they could due a certain design and after the pool was in the ground told us they could not do it. She apologized for the length of time for our pool stating she has no control over her contractor which is false. She tells them what jobs to due and should keep track of the jobs if our pool would have been a priority she would have made sure it was being worked on. Like stated previously she started and completed other pools after starting ours.
This letter is in response to case # XXXXXXXX
Let me start by explaining this is not an ordinary standard pool, this is a custom pool with 1- upper and 1- lower rock retaining wall, 4- waterfalls, and rock coping and ceramic tile. Let me also remind you that March was a rainy month and caused all construction workers to get behind on their schedules.
The contract was signed on March 19th and construction began on March 29th, the pool and equipment package was delivered March 20th, once the hole was dug and prepared the pool was set in the ground on April 4th. Our subcontractor started hauling the extra dirt out the first week of May, with the exception of a small load of dirt for back fill on backside of wall. The homeowner picked up the samples for the rock on April 19th, it was April 27th before the homeowner texted and confirmed which rock design she wanted. The rock layer started the week of May 13th. The upper retaining wall had to be complete with the stone laid before concrete could be poured and finished on June 14th. The week of June 24th the contractors started laying rock on the lower wall and on July 4th I stopped the construction on that wall simply because I the co-owner of the company was not satisfied with the rock lay so I hired another contractor to finish it, which did an outstanding job. That weekend the yard was cleaned up and returned to a rough grade. July 11th I had a landscaping crew come in and spread a small load of top soil and prepare the yard for seed. Our contract only includes rough grade but I was trying to satisfy the homeowner by taking care of this since her main concern was getting the yard cleaned and shaped back up. July 19th the remaining rock work for the front wall was complete. She had agreed to pay the $10,050 for the additional retainer wall once it was complete but then she refused and came up with another excuse to hold off on paying us. She then said once the additional sidewalk and step was done she would pay then, but stated she was not paying any extra for the sidewalk or step, this was not our agreement. At this point the pool construction was complete and she is holding 28% a total of $27,831.58. We had a punch list of the following:
3 very small areas that need rock (she decided a few days after she did a walk thru with our sub-contractor that she wanted these areas too covered with rock. No problem the contractor went back out and completed this request.)
Final clean up on pool
Changing the circulation pump to a higher HP pump
After all this was done and complete, I came back to her the week of Aug 12th to collect once again and she still refused.
Also, on July 11th the homeowner informed me that there was a crack in the concrete (I have pics showing that there is an expansion joint right beside the crack) I explained that unfortunately concrete is going to get hard, turn white and crack and it is in our contract that we are not responsible for hairline cracks, unless it exceeds 1/4" wide.
The homeowners were swimming in the pool by mid-June. We maintained the pool during the construction process, so the homeowners could use the pool since this job unfortunately took longer than anticipated. Our company has apologized to the Homeowner for the construction of the swimming pool taking longer than anticipated; unfortunately, we do not have direct control over our sub-contractors and their schedules, or the weather that delayed or pushed contractor's schedules out. With the extensive longevity of the build of the pool, our company also offered them a Professional Service discount.
On April 27th I sent her a link for the tile so she could pick out that design as well, and she confirmed that on April 29th. May 15th the tile arrived and tile work began the following week and was finished May 28th.
Bottom line our company has done everything we can possible do to satisfy this customer, so I feel that it is best that since the construction of the pool is complete, that our company reimburse them for their cover expense that was in the contract. As far as the additional sidewalk and step that they are demanding to have, that is not in the contract amount nor was it included in the additional retainer wall expense. Our company has the right to refuse to add this to the job. Our company has only asked for the additional cost of the retaining wall twice and both times we were told once something else got done they would then pay, and once we did complete that particular request they would come back with another request and still refuse to release any money. Our contract clearly states that the additional work would be paid when finished. The wall is complete, the tile is complete, the concrete is complete and the pool is complete and fully functioning. Reimbursing them for the cover does not mean that the pool is not complete. Safety covers can be added to pools at any time. I too can supply pictures and text messages to back this up.
This is the finished pool.
(The consumer indicated he/she DID NOT accept the response from the business.)
This pool was of a custom design that *** herself found and suggested, along with the actual pool because she could not use the pool on a current job site she was working. When I went in on March 19, 2019, to make the first installment and sign her contract I asked how long this pool would take to be completed *** stated, "4 to 6 weeks". *** did not mention that her contractors were behind because of the weather that month, it was not mentioned when they started the project on March 29th, nor when I made the second installment on April 19th. I did agree to the additional retaining wall of $10,050.00 to place the pool in a more secluded area versus at the top of the slope on my property. However, if she had been honest that this was going to take almost 6 months to complete I would have never hired them.
Also, had *** not have misrepresented her company's and hired contractors abilities to build a pool of this design I would have never agreed to let them attempt to build it. She sold me a design that had an upper and lower decking, two sets of stairs (one on each end of the pool to get from the lower deck to the upper deck), and a retaining wall the length of the pool to hold waterfalls. I had asked for a blueprint of the pool and was told that they did not have the technology to make one. In the picture, she provided almost the entire one side of the pool was the lower decking approximately 40 feet. Her contractor only wanted to leave about 5 feet between the sets of stairs on the lower decking, which I did not want only 5 feet between the two sets of stairs which was not a slight difference but a drastic difference from the original design.
I was never told there was an issue with the design until the first week of May. Afterward *** told me she would send her contractor Rodriguez out to speak with me regarding how to complete the decking. Unfortunately, at this point, the pool is already out of the ground several feet with the retaining wall up and pavers around it. Otherwise, I would have asked that they put it completely in the ground, because now I have a pool that the edge of the wall off of my patio is around 3 feet higher. We were unaware that they had never built a pool of this type of design until this time when her contractor informed us this was his first attempt at a design. *** and I discussed what the best option to complete the decking was, and I asked if it still included the second set of steps since it was within my original contracted price. *** confirmed that I would still receive the two sets of stairs with a different layout.
As far as, the length of time to pick out the rock I had to ask *** a couple different times about seeing the rock samples, which she had not even mentioned the rock just the tile. She was unable to provide these samples for several days because her contractor had not provided her with them. Upon getting the samples the contractor had left them outside in the rain so they were saturated and we had to let them dry out for 2 days to be able to see what the true colors of the two samples even were. I did tell her on April 27th which stone I wanted but she did not bother to order it until May 1st. There was no reason the stonework had to be done prior to the concrete being done because there is a spacer between the wall and the concrete. I know this to be a fact because the continued to add stone to other portions of the retaining wall after the concrete was done.
When they were attempting to finish the stonework around the decking of the pool *** was sending someone different from the gentleman who had completed the stone for the retaining walls. I stressed my concerns and asked that she ensure that it looked like the stonework that was already done because I was leaving town for work. When I returned home the workers were applying the stone unsupervised and were just putting it on carelessly. I sent her a picture and she spoke with her contractor at that point. The same men came back to take it down and started to reapply the stone, but again it was not being done correctly. I messaged *** again, and it was not until I said they could not work on the stonework that she found another contractor.
Throughout, this entire project the contractors working at my property were unsupervised the majority of the time. Also, we had told her multiple times there was a problem with the pump having enough power to work the jets and the waterfalls. However, we had to call the company ourselves to get information on it. *** finally had the company come and look at the system setup and they ended up putting in the bigger pump. Also, after her contractor said they would put the step in that I was originally quoted I could not get them to come back and put it in.
After *** refused to complete the contract we contacted other companies who refuse to place the pool cover. One of the companies told us the cover would be at least $3400.00, but after speaking with his staff determined they would be unable to place a cover for us because of the liability risks. The way *** had the contractors put the edge of the false retaining wall on the edge of the pool prevents placing anchors to hold the cover. Also, before they put the retaining wall up I had asked *** to leave 3 to 6 inches between the wall and the edge of the pool. However, they did not leave any space between the two so the anchors would have to go on the wall, which apparently could harm the structure either during placement or overtime. I believe *** and her contractors were aware of this issue and that is why she did not want to place the cover.
Per ***'s company's contract, the final payment was to be paid upon completion of the pool. The pool cover and second set of stairs was part of this project and quoted in the contract, which is why I have not paid the final payment. Also, I was afraid with all of the issues that we had with her company that if I paid it before they completed the project they would not finish it, especially with the extended length of the project because they only came out sporadically to work on it. However, with the information I received from the other two companies about the cover, I am coming to realize that this pool will probably never be able to have a cover installed, and I am going to constantly fight debris because of her and employees negligence on the design. There is at least $22,685.00 that was added to my contract for a design and cover that I did not receive. Attached is a picture of the original design and 2 pictures of what I ended up with.
I have apologized numerous times for the construction delay; unfortunately working with subcontractors does not always go as planned. The Homeowner stated that she agreed to the $10,050 for the additional retainer wall, and the wall is complete but she has yet to pay for it. Per contract this was supposed to be paid in full upon completion.
When we originally meet with the homeowner she wanted the pool on the left side horizontal with the house, but she wanted our construction crew to evaluate the lot and determine the best location that would give her the look of the internet pic. The contractors stated the best location for the design she was aiming for would be the back lot parallel with the house in the higher elevation part of the yard to give her the straight retainer wall on the back side, which would allow us to have the split deck and 2 sets of stairs on the front side of the pool. Contract was signed and agreed upon for that location. If the pool location had not been changed the pool would have been built just like the pic with the upper and lower deck and steps. Upon the day the crew showed up to start digging is when the Homeowner decided to move the pool to the right side of the yard horizontal with the house, which then changed the original design (internet Pic) causing us to work with a slopped elevation that was horizontal with the house and not parallel. As I stated before this was mentioned in conversation that it would change the look of the pool vs. the internet pic. Installing the pool completely in the ground on this side would have worked but the retainer wall on the deep end would have been about 6-7 ft above pool/ fence. (The int. Pic also shows a upper deck on the backside of pool, which she did not get, so she can't say that the pool was supposed to look exactly like the pic. The wall is on the edge of the pool in the pic, and if the wall had been pushed back off the pool the waterfalls would not work with the design. Several changes were made but overall we all was trying to get close to the int pic design.)
Under the circumstances of not being able to collect our money; is the reason our company opted out of the selling and installing the cover; not because it cannot be installed. (This amount was refunded) Any reputatible pool company should be able to install a safety cover on this pool. It would just require special hardware, cable and anchors. (I will attach pics showing that a safety cover can be installed with a retainer wall.)
The stone was being finished on the front side of the pool by a different guy that worked for my subcontractor. The homeowner addressed with me that she did not like the way he laid the stone, so upon arrival July 4th the guys were there working on the stone. I was totally in agreement with the Homeowner and had them to remove it and immediately had another contractor to finish up the stone. Ever issue the homeowner brought to my attention was addressed and resolved; other than the additional step. Even thou this was not specified in the pool contract our company was willing to reimburse the homeowner for this cost but she has already reneged on the agreement and refusing to pay us. So our company will not invest any more money on this job.
Our company has not refused to complete the contract we have delivered to them a fully functionally swimming pool with tile, waterfalls and a retainer wall. All is complete and functional. This argument is basically over the length of time it took to complete the pool and the additional step. If our company was paid at stages like we agreed upon and per contract then we would not have been forced to reimburse the cover cost and refuse to install cover. At this point we just want to be paid for the work we have done and completed, which is a fully functional swimming pool that they are enjoying daily at our expense.
The pics that the homeowner attached on the last response are a joke! Those pics are not the finished product. I will attach pics.
As I stated we have completed the pool and they are enjoying the pool daily. I'm not sure what else I can say other than I'm sorry the construction took longer than you anticipated, but that leaves you no right to not pay the balance owed.
Attached are pic of the Internet Photo
Random pics of the pool
Stone work and Step
Tile and stone coping
A safety cover installed on a pool with a retainer wall showing it can be done.
This letter is pursuant to your agreement to pay Professional Pools & Care LLC, for the remaining balance on the pool construction contract dated 3/19/19 for the outstanding amount. This is also to inform you that the legal binding contract is between *** and Professional Pools & Care, LLC. All communication from this point forward will only be between the individual that signed the contract (***) and Professional Pools & Care, LLC.
There is currently an outstanding balance with Professional Pools & Care, LLC, in the amount of $27,831.58. The outstanding balance includes the remaining 10% purchase amount and the amount to cover the additional retaining wall materials and labor that were required to install the swimming pool.
Professional Pools & Care, LLC will not complete or contract the build of the sidewalk or step. You will not be charged for the completion of the additional sidewalk or step. As per your request, the location of the pool was relocated after the contract was written and signed. This original contract does not detail the additional sidewalk or step design you were trying to obtain from an internet photograph. The original pool contract included 704 sq. ft. of concrete decking. There was a total of 1100 sq. ft. poured to complete the construction of the pool along with a single sidewalk with 3 steps constructed from the pool deck and leading to your existing patio. Unfortunately, relocating the pool modified the yard grade that we had initially evaluated. Therefore, this change did not allow us to layout or build the pool exactly like the picture. This was mentioned to you several times before and during construction and upon completion of the swimming pool. We do not recommend that this additional sidewalk / step combo be built due to the grade of the yard. We are returning the check, #1138 in the amount of $5000.00, due to the memo portion of the check noting it was for the additional sidewalk and step. This amount was never applied to the balance on your account.
You have been educated on the proper care and procedures to maintain and operate your fully functioning pool by a Professional Pools & Care, LLC by a qualified technician on July 20th, 2019. Once this training was administered, the construction of the pool was considered complete. The contractor and manufacturer's warranty was initiated on this date, July 20th, 2019. As per the signed contract and warranty agreement, no claim may be filed under these warranties until Professional Pools & Care, LLC has been paid in full.
We do apologize that the construction of the swimming pool took longer than you anticipated, unfortunately, we do not have direct control over our sub-contractors and their schedules. With the extensive longevity of the build of your pool, Professional Pools & Care, LLC would like to offer the following:
Professional Service discount in the amount of $2000.00 because of your dissatisfaction.
In the best interest of our business, Professional Pools & Care, LLC will remove the Cost of the Safety Cover & Installation from the Contract in the amount of $2,210.22.
-This is a total credit of $4210.22.
The following items are included on the Warranties & Agreed Conditions Form that you signed on March 19, 2019.
*In addition to the original signed contract, there is a difference of 396 sq. ft. of concrete decking that was poured in the construction of your pool, which should have been billed at $5/per sq. ft., for a total of $1980.00. (#6.Extra Concrete)
*Top Soil & Final Grade $1200.00 (#5 Extra Fill if Needed & #12 Finishing)
-The total cost of extra labor, materials and equipment that was utilized in order to complete the construction of your pool is $3,180.00.
The total cost of your pool is $102,137.90. With the professional discounts, all cost associated with the safety cover, and the non-billed items listed above, we are applying a difference of $7,390.22 to the unpaid balance. All offers listed above will be null and void If the unpaid balance of $23,621.36 is not paid in full on or before Sept. 09, 2019. If full payment is not received by deadline, you will be liable for the remittance of $28,801.36. Please do not come to our office unannounced, we prefer that you mail your final payment to: Professional Pools & Care, 14057 Hwy 231/431 N Hazel Green, Al 35750. Thank you in advance for your prompt attention to this matter.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am going to respond to both the 10/1 and 10/4. Once again the business did not say anything about them not being able to build the pool according to the picture when the location was moved until a month later after it was put in the ground and back filled. Our entire property is sloped not just that one area. The owner is charging for extra concrete that she has no idea if it was extra or not. They did not measure anything out or give any type of diagram of the construction. Before the concrete was laid we discussed the amount with the contractor and told him to confirm with the owner of the amount to be poured. If the contractor did not confirm with the owner that is their issue. On July 4th the owner sent a text asking where the other step goes and we told her. Through the entire construction process she kept referring back to the original photo design of the pool. We have spoke with 2 different pool companies about the cover one of them will not do it. The other company could but will not because they do not want to take liability for damage that may incur to the retaining wall. She states that she is opting out for not getting her money which is a false statement. We have given her $71,126.32 at this time. She voided a $5,000.00 check because of the note put on it and returned it. According to the contract final payment is due at the time the pool is completed so no she has not yet received final payment the pool is not complete. So as far as her not getting paid that is a bold faced lie. She also stated that she did not want us at her place of business un announced but yet she or someone affiliated with her decided to show up at our property without our knowledge on September 26,2019 let themselves in our back gate and took a picture and went behind our property and took a picture over an 8 foot privacy fence. It is going to be hard to find a pool company to install the cover and taking on the liability of something they did not build and I am sure with the way this company is acting she will not warranty any damage. So once again I am stuck between a rock and a hard place just like when they came to us a month after the pool was in the ground stating they could not do the design. This company has done nothing but lied and fraudulently mis-represented what they could and could not do. The contractor even stated they have never done a pool like the one we had which leads me to believe we were a guinea pig and it was trial and error and because of their poor workmanship and lack of supervision we are expected to pay extra for their short comings. Once again she stating that they put in a final grade which was not done. The extra concrete is questionable considering the contractor was to get with the owner to confirm the amount and either did or did not who knows. Even in the owners own words the original contractor was not doing a good job so she brought in someone else and now she wants to charge me for her contractors mistakes and poor workmanship. I have done nothing but obliged her workers to come and go while the pool was being constructed was never rude to the owner or contractors in any way. I have paid what was asked for in installments to her according to the contract and she sent back a $5,000.00 check because of the words in the note section stating " Steps. " Once again I have attached the original design and what I ended up with.
Our certified letter that was sent to the homeowner broke down all the extras that we did not bill for and what we were willing to waive if the balance was paid in full by a certain day. She also agreed to have the contractor that finished the stone work give her an estimate on the extra step she insist on having and we offered to reimburse her $1200 which she then went back on her word. So we then decided to give her a $2000 Professional fee discount on top of waiving the extras: extra concrete, top soil, final grade, etc., . We have offered discounts and reimbursements to settle on this account.
(The consumer indicated he/she DID NOT accept the response from the business.)
This will be my last response to this whole issue. They have not done any discounting except for the extra charges they want to bill us for due to their errors and poor workmanship. We did not renig as the owner states on the step She needs to tell it correctly. The second contractor did not come out for the step because he was waiting on a response from the pool owner to verify it was OK for him to do the step without it involving her. Her or her company has trespassed *** my property without my consent to get pictures of the pool. The pool company also has pictures of the pool on her website for advertisement which were also taken without our consent and are posted without our consent. We have notified her twice on leaking fittings from the pool which are still not fixed. So much for the warranty she offers. They did not come out and clean our pool at anytime until July. and then it was only 2 times we have cleaned it and have done what we can to get the film off of it which is still there and the company knows it. I will not respond to any further statements that this company brings up because they keep talking about the same stuff in every response and will not address any of the issues given. What issues they have answered to are false hoods just to make themselves look good. Since May we have been asking for the pool to be completed so we could give them final payment. They sent back a check in August for $5000.00. They have made contradictions in their responses also. I have received a letter from their attorney so we will evidently take care of this through a legal process.
My wife and I have been dealing with Professional Pools and Care for a little over two years. They have performed nothing less than stellar work and have always stood behind every job and product. We own a small business as well and went through many companies trying to find a work and business ethic that matches our own. We have found this to be true with Professional Pools and Care and look forward to doing business with them for many years to come.
Mr. & Mrs. thank you for trusting our company with all your pool needs, it has been a pleasure working with you and we look forward to continuing to provide you with upmost service! Thank you again for standing by our company.
We purchased a pool with this company about a year ago and we are so happy! Professional, educated and super friendly!!! I will refer to everyone I know.
Thank you Mrs. for the review! It has been a pleasure to work with you and we look forward to being able to serve you in the future with all your pool needs. Thank you again!