Tribal Waters Custom Pools and Spas

We had Tribal Waters build our pool years agoThey built it exactly how we wanted, made sure that during the process we were kept informed of everything and the build was done on scheduleWe are satisfied and enjoy our poolDuring the construction we used the landscaping company they recommended and they did a great job as wellThey did get a little dirt in the pool while the landscaping was happening and Tribal Waters took care of the pool being acid washedOver the years there have been the typical small problems with owning a pool, and Tribal Waters always takes care of any issuesRecently we had some trouble with the A & A in-floor cleaning system and the parts were replaced at no charge to us in a timely mannerThey knew we were going to be out of town and we were concerned that the pool would not clean properly, and made sure it was taken care of before we leftLuke, their tech, stayed in contact with us the entire timeThanks Tribal WatersThis last experience with them they did more than we expected, they stand by their products and give great service

To:Complaint Department; Mr[redacted] contacted us requesting a service call for his salt systemTribal then contacted [redacted] , the manufacturer requesting they send an authorized representative out to test the unitWe received notification that [redacted] was out and met with Mr [redacted] ,the unit was tested and found to be producing however, the homeowners chemicals were severely off balance and the unit was dirtyThe homeowner then called and spoke with [redacted] stating he believed his unit needed to be replaced and requested a discount on a new unit [redacted] stated he would contact the [redacted] representative to go over his findings and that the homeowner should get his water tested [redacted] then contacted [redacted] s authorized representative and was informed that the unit was tested and found to be working properly however the chemicals needed to be balanced and unit needed to be cleaned [redacted] then contacted the homeowner and relayed this information and advised him the unit did not need to be replacedTribal was willing to work with the customer prior to the homeowner filing this complaint, and has preformed the necessary steps upon receiving the warranty requestThe warranty request should be immediately dismissed as there is no grounds for this complaint and should not have been accepted Thank you, [redacted]

To:Complaint Department;Tribal Waters cannot comment at this time as our attorney is handeling the pending lawsuit against this customer.Thank you, [redacted]

I have discussed Mr [redacted] response to complaint numbered [redacted] with Tribal Waters' attorney and was assured that we have not received any communication from Mr [redacted] that Tribal has yet to respond to Any and all communication should be directed to our attorneySincerely, [redacted]

To: Whom It May Concern, On 9/the contract was signed with no contingenciesWe were then contacted by the customer several times to make changes as requested, which were promptly made.At no time were any holds placed on the permitting or plan processOn October 13, Dan contacted Mrs[redacted] by email advising her of the luminous addition to the contract per their discussion and that the construction process would begin after Christmas which was also discussedOn October 15th, I personally contacted the [redacted] residence and left a message at 12:stating the luminous change had been made and the permit was submitted and I did receive notification that the construction process would begin after ChristmasOn November the 5th we received their letter of cancellationI explained to both Mrand Mrs [redacted] that their deposit would not be refunded due to Tribal incurring several fees such as Engineering, Drafting, County Permitting, Runner and Processing feesShould the [redacted] residence be able to proceed with the swimming pool in the future their deposit will be applied towards their contractThank you, Kaitlin M [redacted]

The multiple misunderstandings are very concerning and I feel the core misunderstanding is the customer is not taking into account the multiple fees Tribal incurs associated with each block amount Tribal billsAlthough the county permit fee is one amount, you are not taking into account the drafting to draw up the plot plan and application as well as the engineering and rider fee which resulted in the final county permitPlease understand that we are in excellent standing with all government and state agencies; in order to be we must pay the allotted tax amounts on all contracts and provide a warranty that surpasses the required standard state pool warrantyThe cost for taxes and warranty are included in each of our customer’s contracts as wellI personally spoke with you to get access for the beginning phases as I do all the scheduling up to plumbing and you had stated there was open access and no animals to account for and you were out of town and I stated I would send pictures of each phase as they completed so you could seeAt no time was access to your property deniedI believe all items have been addressed on the previous response and have been in contact with Ms [redacted] as well as her son providing them with the itemization of the cancellation amount with no resolveI have forwarded all Ms [redacted] s information to our attorney who is now in contact with her to better resolve any and all issues

I had a nightmare with [redacted] Pools that left a large hole in my yard that cost me $25, Tribal Waters came in, gave me credit for work done and, after months of delays from [redacted] , finished the pool professionally and quickly It was a great experience start to finish I have already recommended them to a clientI know have a wonderful pool and landscape and it makes a huge difference in our quality of life The majority of workers were trial crews (not subs) and tribal had great follow up on final punch list items

I contacted Tribal Waters and requested quotes, for a water feature repainting and the other was for a new Pebble Tec finish The sales man cam out to the house and within minutes was asking us to sign a contractAfter I asked to have everything put in writing and email I got the quote The Water Repainting was a good bid but the Pebble Tec refinishing was outrageously high priced I told the sales man that and he asked if I had gotten other quotes which I had and he immediately started talking negatively about the other companyAbout a week had past and I got an email regarding the kind of paint Tribal Waters would use "The waterfall would be painted with 100% acrylic latex paint and applied with a airless sprayerThe other people use hand pumps and dilute with waterThe same paint used on home applicationThe long lasting result is comforting " Not sure if this was another attack on the competitor or what the purpose was Today I got a call and told the sales man that his price to refinish the water feature was good and we would probably go with Tribal Waters but his Pebble Tec price was WAY too high He then told me how bad the other company was again and then told me that he is pulling his water feature bid and did not want the work I have bought many things in my life and I tell you the experience with Tribal Waters and the sales team has been at best shadyI got the feeling that the Sales man was going to take off with my money Very unprofessional

It is unfortunate to receive a complaint from Mrs [redacted] as I feel Tribal has not only done the necessary items to commence work on the swimming pool but done extra to accommodate the customer Mrs [redacted] s claims of being charged for additional items are in fact the oppositeOn May 5th an addendum was signed by Mrs [redacted] for “On original breakdown we priced out 50LF of extra electric to get to pool equipment location, after final design only 25LF of extra electric is needed so credit of x = .” The total addendum is for a total credit of Mrs [redacted] is also claiming we overcharged her for permitting which again is simply falseMrs [redacted] contracted with Tribal Waters to construct a masonry wall, which we then engineered and permitted only to be told she wanted to delete this from our contractTribal then advised the customer we could refund the moneys charged however would be holding back the fees for the county permit, engineering and drafting as well as taxIn regards to the permitting process, we did in fact have issues due to the county requiring a grading and drainage plan due to her areaI myself went down to the county specifically for Mrs [redacted] s permit and sat with several reviewers as well as there management for over six hours and was given the permit release upon leaving that day without having to provide a grading and drainage plan which typically runs around $3,as well as a 6month to year delayAfter my and the sales communication with Mrs [redacted] , and a demand for progress to be made by Mrs[redacted] (Prior to receiving permit Tribal did all the work we could being: bluestake, layout, presite and cactus removal) I requested the excavator to fit her dig in to the soonest available as I was told by Mrs [redacted] there was open access and she was not in state so just move on her jobAs many know this is the busy season and digs are currently being scheduled two weeks out, nonetheless I was able to fit her in within a few days of receiving her permit I was informed of the excavator hitting hard I immediately called another excavator for a second bidI received both bids within hours of each other and our superintendent immediately informed the customerIn order to help keep costs down we gave the bid directly to the customer and asked she deal directOur contract clearly states “The buyer agrees to pay any additional costs that may result from an abpool excavation caused by rock or soil conditionsAn abexcavation is defined as a work site which cannot be dug with excavation equipment.” Mrs [redacted] then requested cancellation of her contract and refuses to pay Tribal for all items done up to this pointAgain I feel Tribal has gone over and above for Mrs [redacted] and is shocked at Mrs [redacted] s claims of being overcharged as well as her email threating lawsuit and stating she will remove the complaint from [redacted] and Revdex.com if we do not charge herThank you [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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 that the Revdex.com received from Tribal Waters has considerable falsities in itI have already described the problem...the chlorinator is not producing levels of chlorine the it should given the units size and capabilities
Inaccurate statements made by Tribal include that my chemicals were out of whackThe only chemical that the *** representative stated was low, was my cyanuric acidThat level was actually in ranges according to pool chemical reportsI had it tested twice at *** ***ls (two different locations) and one stated it was at and the other at Technically it should be above 30, so it was in rangeHowever, *** stated it was and that it needed to be at least according to the literature for the particular unitI went and purchased cyanuric acid (stabilizer) and added to my poolI had the water retested and all of my chemicals were perfect, as they were when *** was out here but now my cyanuric acid is at 60, so it is where *** says it should beAll of my other chemicals are, as they always are, in good shapeI have attached a water test report from *** ***ls that shows thatIt also shows that my chlorine is at a 2, which is the maximum that I can get it at with this chlorinator that should be producing levels beyond a if it were working properly and maxed outThe *** rep actually stated that other than my cyanuric acid being low (in his estimation) my water was in great shapeThis completely contradicts what Tribal stated in their response to you
Regarding the unit being "dirty", the unit had some buildup on the leading edges of the cells but it was just at the leading edges and it did not block water from freely flowing through the cellsTribal is well aware that build up can occur with the hardness of our water and the fact that it is a saltwater poolI had last cleaned it two months earlierI did clean the cell at the request of ***, so it has zero build up on it now.
Tribal and *** stated that they would come back out after I added cyanuric acid and cleaned my chlorinator but neither has been back outTribal asked me to send in the pool water test and that they would reach out to me but after a week, I have not heard back.
Neither Tribal or *** can explain why the chlorinator no longer can produce levels of chlorine above in my poolThey just can't or won't answer the questionTribal has always taken numerous calls to resolve issues and often have had to redo their work multiple times to get it rightQuite honestly, this is just par for the course given my year experience with the company
Regards,
*** ***

The Revdex.com of AZ has been mediating between myself and Tribal Waters for some time nowWe are now in the unresolved file.They(Tribal) continue to stick with their story that we do not allow them access to do repairsWe are sticking with the truth and please take a moment to read the truthTribal Waters has been here many many timesEvery time they come here they do more damageThey have turned our pool, our deck, our tile and our yard into a complete disaster.At this point, we can not allow them to do any more damage hereNow after $we have a real poor excuse for a nice poolAnyone who would like to come here and have a look at what not to have done to their property, please contact me for photos or perhaps a visit. ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and have determined that this proposed action would not resolve my complaint I have obtained an attorneyThe matter has not yet been resolvedMy attorney has issued my response to the company and they have not responded back nor have they moved forward to my knowledge to resolve this matter
Regards,
*** ***

To: Whom It May Concern,On 9/the contract was signed with no contingenciesWe were then contacted by the customer several times to make changes as requested, which were promptly made.At no time were any holds placed on the permitting or plan processOn October 13, Dan contacted Mrs.***
by email advising her of the luminous addition to the contract per their discussion and that the construction process would begin after Christmas which was also discussedOn October 15th, I personally contacted the *** residence and left a message at 12:stating the luminous change had been made and the permit was submitted and I did receive notification that the construction process would begin after ChristmasOn November the 5th we received their letter of cancellationI explained to both Mrand Mrs*** that their deposit would not be refunded due to Tribal incurring several fees such as Engineering, Drafting, County Permitting, Runner and Processing feesShould the *** residence be able to proceed with the swimming pool in the future their deposit will be applied towards their contractThank you,Kaitlin M***

Found Tribal Waters llc through Angie's
List who rated them as an A+ pool contractor
My experience with Michael Darrow (Sales) was excellent, in that he was personable and knowledgeable of the pool (repair and Refurb) improvement I needed
The craftsmen he provided to do the work were seasoned pros in their field, as evidenced by the final product
The office phone staff were very pleasant and accommodating with any request I made of them

Tribal Waters did a wonderful job considering we had a special project Gave ideas, gave us time to decide, provided excellent stage times and it all happened on or before time They made out dream come true and we love it!

Good Morning,                I have reviewed the information you have provided, and understand your frustrations in having to detect the leak source. The waterlevel float was adjusted thus causing the water to pass into the...

overflow marker, this along with normal evaporation, the additional landscape leaks and additional water usage due to the season change has accounted for the excessive water usage. I have submitted a refund of $150.00 towards your waterbills . Customer satisfaction is of the upmost importance to me , and I do hope you understand that several factors have accumulated to the excessive water bills. The warranties on any items installed by Tribal in this area will be noted as being extended for an additional year.  Please rest assured that you do have a life time structural warranty as stated on the back of your contract and you do have my contact information should you have any future issues.Thank you,

This has been the worst experience for a new pool build. Both my father and I built with Tribal Waters several years ago. We both opted for the Salt Water Pools. From day one we suspected a leak in the Pool as it would not hold salt. I continuously took water samples to [redacted] to be repeatedly told that salt cannot evaporate. It can only be diluted down by fresh water or drained out. Even though I was adding 4 bags of salt plus per month the owner refused to acknowledge any kind of leakage. He simply stated that it can't be possible. I am from [redacted] and own a vacation property in Phoenix. My water bills have been double that of my fathers with identical homes and usage from day one. It wasn't until just recently when I received $600 water bill for one month that I knew I had a real problem. I made a special trip down from [redacted] to see what was going on. I noticed a wet spot around the water makeup line that feeds the pool. After digging down into the soil I noticed the line was cracked in half and had been running wide open for over a month. I also noticed staining around the crack which tells me it had been leaking for some time but finally completely blew apart. There was also a massive leak around the skimmer. After both leaks were repaired my water bill was half of what it previously was and comparable to my fathers. Over the past several years, I have lost thousands of dollars in water and chemicals due to a pool builder that refused to acknowledge a problem from day one. When I asked the owner what he thought he just sorta laughed and said "It's fixed". The remote nor the boiler have never worked correctly from day one. I have since replaced the remote and tuned the boiler myself to get it to operate correctly. Thank goodness I am a plumber as the repairs would have been very costly. All of the automated valves have failed and have since been replaced by myself at my expense as well. Be prepared that if you build with these guys you will have NO SERVICE what so ever! There are many options available out there and I suggest doing your research first!!

To: Whom it May Concern,After scheduling an onsite meeting with the material supplier and Tribal representative it was determined that the spa water was in fact not circulating water which lead to calcium buildup on the surface . As a goodwill gesture Tribal Waters drained the spa, acid washed and...

went over the importance of circulating the spa water with the customer.  Thank you, Kaitlin M[redacted]

To:Complaint Department;Tribal Waters cannot comment at this time as our attorney is handeling the pending lawsuit against this customer.Thank you,[redacted]

Revdex.com:
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.It is unfortunate that this is the way it is.  On May 10th 2015 I noticed they had charged me more feet for the electrical and I questioned it to the salesman, [redacted], he wrote back to me and told me I was right and that he would deduct 25 ft. I received an addendum for this on May 11,2015.I signed and sent it back on May 12, 2015.  I am sure if I did not question this, I would have been charged the original amount.  I received an email from the county([redacted]) advising me that the total amount of permits were $801.01. Tribal Waters charged me $950 plus tax on this. I questioned it and they said there are other fees but I asked why they have it on the invoice as only Permit? NO answer...   I had originally wanted a 6 ft block wall, They gave me the name of the contractor and when I called him he said he would charge me $25 per ft instead of the $30 per ft that tribal waters was charging me for the same contractor for the same work. He also quoted me for a 4 ft fence $275 while Tribal waters was charging me $400. all this was plus tax.  I told tribal that I would pay the contractor directly for this fence to save money. They took the fence off the invoice. Originally when I spoke with [redacted] around 3 weeks ago asking her if she had my permits and she told me YES and the excavation would start. I called the county and they told me there was NO application. I was not happy being lied to so I called and demanded they do NOT do anything without permits. [redacted] emailed me on may 29th telling me she was sorry for misleading me.  Pertaining to the grading and drainage plans, I gave a copy to the salesman [redacted] in April, actually my realtor sent it to him via email.  She finally got the permit on June 4th, mean while I received an email on  from [redacted] on May 17th stating they would let me know the schedule for the excavation to start. I even asked to cancel the contract on many occasions before they even went to my property for excavation.   I was never notified and on June 8th I received a phone call from them telling me they needed another $3500 for excavation. I was never informed of them even going out to my property and when I brought this to [redacted]s attention he said he could go out there anytime he wanted without my permission. I have had enough of the lies and deceit as well as all the extra money this was causing me so I chose to cancel the contract. There is NO penalty for cancelling this contract, per contract.  [redacted] told me it would cost me $3500 to cancel and I said what for and he said for work done. He then threatened to put a lien on my home if I didn't pay it. I had not even received an invoice for work done. When I received the invoice it was a sum of $3500. I asked for this to be broken down and itemized with receipts but they will not do it per email dated.6/9/15 from [redacted].  I had already given a $1000 deposit which would cover the $801.01 in permits. they told me they were charging for cactus removal. I do not believe they removed the jumping cholla. They want to charge me for engineering drawings but I never received professional drawings from an engineer. I am not sure what bluestake is but they have $200 of my $1000 deposit to go towards this and all I wanted was an itemized invoice with receipts attached so I could pay what I owe. I will not pay $3500 for this because they decided to try to rake me over the coals by charging me an over abundance of money. I am a single mom trying to make a better life for my children. Should tribal waters put a lien on my home, I will be forced to start a lawsuit, file a complaint with the registrar of contractors and go from there, I would like to get this taken care of as soon as possible. 
Regards,
[redacted]