Rising Sun Pools, Inc.

We purchased a pool/spa/patio/retaining wall from Rising Sun Pools.Many things have fallen apart and we can not come to a resolution on repair of themWe started the project on 3-2015 of a pool, in ground spa, and paid 20% more for Rising Sun Pools to general contract and use their concrete and electrical companies for the job. A project manager was on site overseeing the project on day 1 and never returned, the subcontractors were not present either. Our entire project was done by (this guys guy) and as a result we are left with pool equipment problems, a retaining wall that is falling apart everyday, a spa that has many electrical issues and our spa controls have been replaced twice and our 3rd one stopped working as well. The capstones on our spa are not level and are tilted toward the spa, so rain runs into our spa. We are spending a lot of money heating rain water, even with the spa cover on and a tarp over it, rain finds its way in. We can not add chemicals to our spa because our controls don't work and the water can't circulate the chemicals. We have lost so much money by using this company, the biggest and most expensive mistake of my life was believing they were as good as there advertisements said they were. My back yard dream is a living nightmare, everyday I have to look at my dreams falling apart in my back yard. We also have stained concrete, my contract says brushed and only half of it is brushed because it set up before they could finish it. My contract also says I should have a 2 foot retaining wall and it only measures 14'. It rained when the stones were being placed and the stone/mortar was never covered so I have constant mortar stains down the inside of my spa and all over the stones on my retaining wall and stone work. We have had over 40 problems this company caused, although they fixed several, we have many more and can not use most of what we just spent our life savings on. The total cost of our project was $63,000 and we noticed problems and held back paying them $12,000 of the $63,000 that we owed them thinking this would be enough to fix all of the issues. I have 3 estimates that total almost $20,000 of work that needs to be done to fix all of the problems Rising Sun Pools caused by not having a project manager follow up on their workers. This number doesn't include cracked/stained/half brushed concrete or some electrical issues with our spa. The owners are very argumentative and when something breaks this is the process they follow: 1st-deny, when you show them face to face the problem they 2nd-blameshift (well, that guy doesn't work for us anymore) and 3rd-make you think its not that big of a deal. We were also double charged for the same item, and backed into corners that required us to pay more for items that were not included in the contract. We have been unsuccessful in trying to get them to fix this work or giving us enough concession to repair all of the problems. We also have lost hope that any of this will last more than a few years at the rate things are breaking now. We have tried to mediate these issues with the company, our Lawyer has been in contact with the company and the [redacted] Licensing Board has been in contact with the company and we have all been unsuccessful. We have spent our life savings with this company and do not have the money to move forward with a lawsuit. The emotional distress this has caused us is horrendous and our dream of our back yard Oasis has been shattered. Every day and every time I walk into my back yard, I have a constant reminder that this company has single handedly destroyed my dreams and the money I have saved for years is gone and I have little to show for it!Desired SettlementThe cost of repair for the retaining wall, spa work totals 17,434.80, we have had several estimates and they are all comparable to this number. This number does not include any patio issues (staining/dips/cracks/only being half brushed), this number also doesn't include placing a new conduit for the electrical wiring of our spa, which is needed. I do not have an estimate for a new conduit at this time so I am willing to take on that cost. At this time I also am willing to learn to live with the patio issues because I do not want the head ache of digging up all of the concrete and replacing it. But the number stated above are things that we can not go without, and has to be fixed ASAP to properly retain are yard and stop rain from entering our spa and get our spa controls to work so we can use our spa. We are asking for a refund in the amount of 17,434.80 which is the amount of what is crucial for repair at this time. That would mean disregarding the 12,743.00 that is owed (which includes a $500 charge for a arched retaining wall that has already been paid ck#3376 and includes a charge for a sub-panal that was not included in our contract) as well as a payment to us in the amount of $4691,80 to cover immediate pertinent repairs.Business Response Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@risingsunpools.comWe have tried to remedy the issues they had, which were simply aesthetic not structural, which is what the Licensing Board determined as well. Every time we went to fix something they came up with 3 more things they didn't like and wanted fixed, we couldn't keep up with the changes and new items being constantly added to their "punchlist". This pool has been completed for 11 months and we have been trying to get out there to complete the work in question since October. They weren't happy with the initial subcontractor so we hired another sub to do the work. After everything was ready to move forward they refused to allow us to fix the initial issues and allow us on their property, they then got their attorney involved. We never once refused to do the work they requested, they were the ones that would not permit us to do it and then began requesting money. We spoke with their attorney on several occasions, we sent letters and tried to resolve the matter to no avail - WE have been waiting for 2 months for them to respond to our certified mail letter and WE had to reach out to their attorney multiple times to try and get the process going again. I emailed the homeowners husband as well over a month ago to make sure their attorney received the letter since we had not had a response, again I got no response. The client presented a proposal to the Licensing board representative 2 weeks ago, I agreed to the terms and put the terms in writing. I was waiting for a response email agreeing to the terms that the homeowner had requested and instead I received this Revdex.com complaint and no response yet again to the offer. this is the 4th attempt we have made to resolve the problem with NO response; after we called the attorney again today to say we were filing suit they agreed to have a meeting tomorrow with their attorney and our Co-owner. We hope to finally find resolution this week.Consumer Response The person responding to this complaint can not give an accurate response because, [redacted], up to this point has never been to our home to see the problems for herself, only pictures. Although I agree with her in saying their work at my house is not esthetically pleasing, the stones falling off our retaining wall will eventually stop retaining our yard. Also, our SPA WILL NOT WORK, THE JETS WILL NOT COME ON! Our punch list keeps growing because things keep breaking. I have filed a complaint but I have never presented a proposal to the General Contractors Licensing Board because they already told me they work with building code violations and this is a pool, not a building so they were unable to help. To receive a certified letter you have to sign for it and I would love to see the receipt with my signature on it because it didn't happen. Until this point, the way the company wanted to resolve this is for me to pay them $4,000 more on what I owe and them not fix anything. This is why I have filed a complaint with the Revdex.com. As of last week we no longer have a lawyer because we do not have the money to pay him to meet with anyone including the Co-owner. The money we have, has to go to fix what we can with it so we can at least use our spa. I filed this complaint trying to resolve this matter and all I am after is what my contract says I should have and for it all to be in working condition. I have pictures, video, contracts to support everything stated on my complaint. Every word I have said is 100% justifiable. It is very disheartening that I have already paid so much and I have this many problems. I filed this complaint and received an email that the company was contacting their lawyer to file a suit against me. I have spent my life savings with this company, I have had so many problems with their work, and now they are threatening to sue me for complaining to the Revdex.com about it. I just want to resolve this and I am willing to resolve this by you disregarding what is owed, do not send me anymore bills and I will take the money I owe you and fix what I can with it. I have 17,434.80 worth of work that needs to be done. This total will be more because we know we need a larger conduit for the spa cord to fit in it so it will not need to be spliced. The manufacture (Balboa) of the spa controls says never under any circumstance splice their lines and your workers did so it will not work. I am willing to fix what I can, when I have the money to fix it but to settle this, I can not pay you anymore money for things I am going to have to pay someone else to fix.Final Business Response 3/24: We had been attempting to contact the homeowners and their attorney for months- I sent emails and left VM's for Mr. [redacted] trying to verify they received our offer and attempting to continue communication; Mrs. [redacted] will only respond via internet reviews and filing complaints, we have not received a direct communication back from them yet. The emails and vm's I sent were never responded to. We did know that they no longer had an attorney on retainer until we finally got the attorney on the phone after we once again received a negative review from Mrs. [redacted]. Even after being released by the homeowner, the attorney attempted to facilitate a meeting with us and the homeowner to finalize an agreement, but the homeowner REFUSED to meet with us. The General Contractors Board did not dismiss the homeowners complaint because a pool isn't a building, I spoke to the inspector several times and they classified the complaints as resolved because there were NO code, structural or permitting issues with the pool construction, it was all aesthetic issues and therefor not something the Licensing Board would be involved in. UPDATE: As of 4/1 we have come to an agreement with Mr. [redacted]. He and [redacted] have been in communication and they have come to reasonable agreement for both parties. We are very pleased to have come an agreement with Mr. [redacted] and hope this matter will now be considered closed.

We had a pool installed. Was installed badly, we got them to come back. The repair caused a hole in liner causing a water leak. Other issues remain.I am contacting you with an issue concerning an above ground pool which we purchased from Rising Sun Pools Raleigh. We purchased the top of the line large 18' X 33' Sentinelle above ground pool, paid in CASH from Rising Sun Pools in Raleigh, NC on June 11, 2015. It was installed by [redacted] on Saturday, June 20.Right off the bat we had problems with [redacted]. He was disrespectful, crew was in a real rush to get home. They installed the pool in less than 4 hours, and they left a mess and a large pile of sand supposed to be used for the bottom of the pool.A week after the installation we noticed spots on the bottom of the pool that were about 1.5" deep around almost every vertical support and in other random locations. On June 26, I contacted [redacted] our salesman, and again on July 8. [redacted] from RSP replied, they contacted [redacted] and he agreed to come back, BY the end of July, after their busy season was over! While we didn't agree with how long they wanted to put us off, but reluctantly agreed as we had no choice. On July 13 we still hadn't heard from [redacted] and we emailed RSP. By August 1 we had not heard from either RSP or [redacted]. After several emails and correspondence, some of which were not particularly nice, ([redacted] even took a week vacation) & finally came on AUGUST 29, (over 2 months later). They removed all of the water and put it in a bladder and "fixed the pool" During this process they HANDLED the WHOLE liner moving it from one side to the other and used metal instruments to rework the sand on the bottom.In the two weeks after we had the repairs, we realized we had to put a lot more water in the pool and there was low spots- problems on the bottom again!! The following week we closed the pool. We had torrential rains for several weeks. We noticed that the pool cover was going lower, but it never occurred that we may have a hole in the liner and the pool was leaking.We finally saw that the cover was very low and realized it wasn't just from the extra amount of rain. At that time we took the cover back and saw that the water was at least 24" down. On 11/14 I notified [redacted] our salesman of the issue. He told us to totally uncover the pool and get a water level and do it again in 12 hours. 11/16 we did as [redacted] advised and took the cover off and measured the water. We had lost about 4" in just 3 weeks. [redacted] the RSP repair man came on 12/1, determined there was a hole and he repaired it. This type of puncture is not something we did. We closed the pool less than 2 weeks after [redacted] "repaired" it. The manner which installer repaired the liner by moving and pulling 16' back to the other side, and repeating opposite side. Thus, the liner was handled twice by the workers who were using hand tools to level the sand at the bottom. The shape and location of hole could only have been done by the resurfacing of the bottom of the pool. The gaping hole is in the side of the pool and it is over an inch and a half.It was a long curved gash. There is no way that we would have even been able to make that kind of a hole without taking a sharp instrument to the liner. AND We still have messed up spots in the bottom.We are extremely disappointed in the lack of response of RSP towards this situation and the time it took to respond to our initial bottom issue. None of this would have happened if it was not for their recommended installer, [redacted], initially screwing up the pool floor in the initial hasty installation. With the same problems happening on the bottom again and the hole in the liner, we would like a new liner.We are requesting the assistance of the Revdex.com to help us resolve this issue as it has been since January 6 that I have emailed my request for resolution and we have had no reply from [redacted], the owner or [redacted] our sales person, to date. We see you have handled several issues in the past.RSP, do them right thing!Desired SettlementWe would like to be made whole, nothing more, consequently, we would like the old liner replaced and new installed CORRECTLY, the water @$675 paid, pool cover & chemicals for the winter. We feel that it is RSP or [redacted] is responsible to replace this. We want another installer!We are requesting the assistance of the Revdex.com to help us resolve this issue as it has been since January 6 that I have emailed my request for resolution and we have had no reply from [redacted], the owner or [redacted] our sales person, to date. We see you have handled several issues in the past.RSP, do them right thing!I have photos to substantiate the bottom pool issues and the hole that the RSP repair guy took.I will be happy to provide.We are devastated by this experience.Business Response Contact Name and Title: [redacted] ontnankContact Phone: XXX-XXX-XXXXContact Email: [redacted]@risingsunpools.comThe client sent one email in January and I was on vacation and it went into my spam folder, no phones calls were made. The second email was sent yesterday and I was without power due to the storm and couldn't respond. I spoke to the client today and we are working on a resolution. The client and I are working together to rectify the situation. Consumer Response We have been contacted by owner [redacted]. We have not come to a complete agreement yet, but we are working towards one. Since we still have issues with the bottom of the pool that will have to be fixed before we are completely satisfied. Due to the weather, that may have to be a little later when someone can come to inspect/repair the bottom issues.When that occurs, then we can refill the water. [redacted] has offered a truckload of water, $100. store credit and a new winter cover, which will be acceptable if we can get the bottom the way it should have been with the initial installation.We prefer that the original installer not return to our home.Final Business Response Per an email dated 2/16/16 the homeowners and Rising Sun have come to agreement. The issue has been resolved and the work will be completed on Friday 2/19 when supplies are picked up and water is delivered per our agreement. [redacted]

took pump to the to have them fix the wet end but they put the wrong parts in and would not refund me after I had it fixed through another companyI took a hot tub pump with wet end to rising sun pools to have them fix the broken impeller. They said they could do it and asked me if I wanted them to install the parts for $35 dollars I said yes so they ordered the impeller $45 plus $15 shipping and 4 days latter they said it was done. I installed the pump and it leaked. I took it back out and brought it over to them and stated the pump still leaked. They stated that it was the wrong wet end and they could not fix it because it was a mismatch. they gave me too seal kits and said go figure it out. I then took it to another spa place, Atlantic spa where the tech said it was the wrong impeller preventing the mathinc seal kit from being used. He put the right impeller in along with the matching sell kit. I installed the pump and haven't had any leaks from the pump. Today 7/2/14 my wife and I stopped by rising sun pools on Hillsborough st and I stated I wanted a refund since they ordered the wrong parts and could not complete the job properly. She stated there would be a 20% restocking fee on the impeller, I said that is outrageous since it was the wrong one. She then stated that I was bullying her and needed to leave the premises. My wife stayed there and got 40 dollars back out of the 125 dollar total. This business is a horrible business and the practice poor customer service to say the least. All I wanted was a full refund since they could not do anything right, the end result was losing $85 dollars due to no fault of my own.Desired SettlementI want a full refund including parts and labor since I hade to have the pump fixed at a different companyBusiness Response /[redacted]/This matter was resolved with the complainants wife in our store on 7/2. We agreed to an amount and she was issued a credit right then for $42. Due to the behavior of the complainant in our store on 7/2 he is not permitted on our property or to have any future contact with me or our staff. Consumer Response /[redacted]/Yes my wife received a partial refund of $40 dollars I believe, this is not even close to a fair decision I say this cause they charged me 45 for the wrong impeller that they ordered, They said it needed to be special ordered, which took 4 days and they charged me 15 for the shipping, Then they charged me 35 for installation, only to have the pump leak preventing me from using it. I then had to take the pump to a different service facility where they had the right parts in stock assembled it and I have not had any problems with the pump since. I am loosing $55 on everything that rising pools charged me only to have the whole procedure completed again at another company to make the pump function properly. The owner has a bad attitude and was very bossy with a very demanding attitude towards others. she has a very bullying attitude which I told her I do not appreciate since I am the customer. There customer service is the worst I have ever experienced and she really needs to be removed from any sort of authority position since she can not handle herself in an professional and appropriate manner along with running a business properly. I would never recommend anyone going to that business after how I was treated and the unjust decision made by her in her business practice. Losing the money is one thing but to conduct yourself in such a manner is another and that is truly the problem with her and that business. Final Business Response /[redacted]/The complainant told us what to order, told me specifically that he knew how to fix it and knew what he wanted but said he was having trouble with it leaking so he wanted us to install the impeller for him. He also took the pump back apart after we fixed it and attempted to reassemble it so we don't even know if the problem was due to his assembly or ours. The company he took it back to have it repaired was the company he had visited with, and purchased it from, and told me he wasn't happy with them because they couldn't help him either. The pump had mismatched parts, which I am assuming is why they were able to figure out what was needed to finalize the repair. It was not a standard pump and we were very clear and upfront with him that what he was requesting may not work and I gave him 2 seals at no charge so he could try to work on back at home after he left the store. In regards to my attitude.....when I am yelled at and belittled and name called in my store on all 3 visits the complainant made than I may not have the best demeanor towards the complainant on subsequent visits. When I am threatened to the point of my co-workers calling the police because I was told to step outside, with a man twice my size, to "have my attitude adjusted" not once, but twice, yes I may have had a bad attitude. His wife accepted the refund when she and I came to an agreement, he would have been there to witness it but due to his threats he was forced to leave the premise. The part was left here, the refund was issued on her credit card and the matter was resolved before the complaint was ever posted. Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)OK here we go with the false accusations. If I told them what to order or knew how to repair the pump I would of done it myself and avoided losing money and time dealing with her and her horrible company. This is typical of her and her attitude to simply say things that are not true. As for taking it to the company I had purchased the pump from two years ago. that is true. I only had to take it back to that company to have them repair the pump the correct way without charging me shipping fees installation fees. To top it off they had the impeller there and fixed the pump within the 30 min I was there. The claim for mismatched parts I find also humorous since I brought the pump with the broken impeller to them to fix and they ordered the wrong one then assembled it to the best of there ability wrongly due to wrong parts. If they would of matched up the broken impeller I brought in the first day then maybe they would of been able to fix it. Sine were getting into this a lil more they assembled the wet end of the pump facing down so there was no way to hook it up, but they claimed I brought it in that way, yet another lie. As for yelling I don't think you understand what yelling is. I never raised my voice but you claim that I did. when I was outside I raised my voice because I have been taken advantage of and lost time and money in this mess of a business with a horrible person. yes please call the police so I can file a complaint for being bullied and harassed I would be glad to file a complaint for theft also, since I do not have my original parts and never instructed anyone to trash them. Never once did any threat come out of my mouth besides to report you to the Revdex.com or calling in the police or news crew to report how I had been treated and threatened for trying to get my pump repaired then being denied a refund after they could not fix it and had ordered the wrong parts. Please feel free to contact however as I will gladly contact the company that had to repair there mess and have them give a statement on what they had to do to make the pump right. To be honest I'm sick of dealing with her and the though of seeing her face or listening to her attitude makes me sick to my stomach. I do not know how a person like this can go through life. I no longer wish to communicate with this person also because they will keep making false accusations along with lies to avoid doing what they should of done in the first place, which would of been a full refund and problem would of been solved end of discussion and then we could part ways. I work hard for my money and do not like it when people "take"it from me.

Rising Sun did not stand behind a in ground pool liner they sold us which split at all 4 corners. Other pool experts have examined and agree it was a bad install which caused the liner to split.