Tribal Waters Custom Pools and Spas

To:Complaint Department;
Mr.[redacted] contacted us requesting a
service call for his salt system. Tribal then contacted [redacted], the
manufacturer requesting they send an authorized representative out to
test the unit. We 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
dirty. The 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 replaced. Tribal was willing to work with the customer
prior to the homeowner filing this complaint, and has preformed the
necessary steps upon receiving the warranty request. The warranty
request should be immediately dismissed as there is no grounds for this
complaint and should not have been accepted.
Thank you,
[redacted]

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]

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 bills. Although 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 permit. Please 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 warranty. The cost for taxes and warranty are included in each of our customer’s contracts as well. I 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 see. At no time was access to your property denied. I 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 resolve. I 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 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 attorney. Sincerely,[redacted]

To: Whom It May Concern,
On 9/29 the contract was signed with no contingencies. We 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 process. On October 13, 2015 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 discussed. On October 15th, 2015 I personally contacted the [redacted] residence and left a message at 12:51 stating the luminous change had been made and the permit was submitted and I did receive notification that the construction process would begin after Christmas. On November the 5th we received their letter of cancellation. I explained to both Mr. and Mrs. [redacted] that their deposit would not be refunded due to Tribal incurring several fees such as Engineering, Drafting, County Permitting, Runner and Processing fees. Should the [redacted] residence be able to proceed with the swimming pool in the future their deposit will be applied towards their contract. Thank you,
Kaitlin M[redacted]

We would be more than happy to sell him a new one at cost. 
Also we would suggest a meeting with Mr [redacted].
Tribal waters has gone above and beyond what a typical pool company would do for him. Again [redacted] has been to the home and has said the system is working . the pool must be drained every two years. Has this been done? We built a pool that has been built well and have been available to help good customers. We will be more than happy to help him in the future when he has another problem.
I will not be held accountable for a problem that appears to be caused by someone else and not tribal.

I had a nightmare with [redacted] Pools that left a large hole in my yard that cost me $25,000. Tribal Waters came in, gave me credit for work done and, after 4 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 client. I 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.

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...

opposite. On 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 25 x 7.90 = <197.50>.” The total addendum is for a total credit of <370.58>. Mrs. [redacted] is also claiming we overcharged her for permitting which again is simply false. Mrs. [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 contract. Tribal 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 tax. In regards to the permitting process, we did in fact have issues due to the county requiring a grading and drainage plan due to her area. I 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 $3,000. as well as a 6month to year delay. After 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 job. As 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 bid. I received both bids within hours of each other and our superintendent immediately informed the customer. In order to help keep costs down we gave the bid directly to the customer and asked she deal direct. Our contract clearly states “The buyer agrees to pay any additional costs that may result from an abnormal pool excavation caused by rock or soil conditions. An abnormal excavation is defined as a work site which cannot be dug with normal excavation equipment.”  Mrs. [redacted] then requested cancellation of her contract and refuses to pay Tribal for all items done up to this point. Again 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 her. Thank you[redacted]

I contacted Tribal Waters and requested 2 quotes, 1 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 10 minutes was asking us to sign a contract. After 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 company. About 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 sprayer. The other people use hand pumps and dilute with water. The same paint used on home application. The 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 shady. I got the feeling that the Sales man was going to take off with my money. Very unprofessional.

Avoid this company at all costs! They bid on our backyard project but couldn't be bothered to tell us they were contracting the entire project out to another company that is in no way affiliated with them and has no web presence, except for a handful of bad reviews. We had nothing but issues with the company, [redacted] If we hadn't had a third party to help oversee the project it never would have been completed.
One of the reasons we chose Tribal in the first place (other than the reviews and their website, which turned out to be useless) was because they said they could start in two weeks. We weren't even contacted by anyone for 10 days, well past the 3 day period where we could have cancelled the project and long after they'd cashed our 50% deposit. They also didn't tell us that it would take over 3 weeks for the project to be completed and two more weeks for them to do an extremely poor job of cleaning up all the materials (our HOA just loved that). Any company that would pull this sort of shady crap is untrustworthy and dishonest.

To:Complaint Department;

Mr.[redacted] contacted us requesting a

service call for his salt system. Tribal then contacted [redacted], the

manufacturer requesting they send an authorized representative out to

test the unit. We 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

dirty. The 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 replaced. Tribal was willing to work with the customer

prior to the homeowner filing this complaint, and has preformed the

necessary steps upon receiving the warranty request. The warranty

request should be immediately dismissed as there is no grounds for this

complaint and should not have been accepted.

Thank you,

We had Tribal Waters build our pool 8 years ago. They built it exactly how we wanted, made sure that during the process we were kept informed of everything and the build was done on schedule. We are satisfied and enjoy our pool. During the construction we used the landscaping company they recommended and they did a great job as well. They did get a little dirt in the pool while the landscaping was happening and Tribal Waters took care of the pool being acid washed. Over the years there have been the typical small problems with owning a pool, and Tribal Waters always takes care of any issues. Recently 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 manner. They 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 left. Luke, their tech, stayed in contact with us the entire time. Thanks Tribal Waters. This last experience with them they did more than we expected, they stand by their products and give great service.

To: Whom It May Concern,
On 9/29 the contract was signed with no contingencies. We 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 process. On October 13, 2015 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 discussed. On October 15th, 2015 I personally contacted the [redacted] residence and left a message at 12:51 stating the luminous change had been made and the permit was submitted and I did receive notification that the construction process would begin after Christmas. On November the 5th we received their letter of cancellation. I explained to both Mr. and Mrs. [redacted] that their deposit would not be refunded due to Tribal incurring several fees such as Engineering, Drafting, County Permitting, Runner and Processing fees. Should the [redacted] residence be able to proceed with the swimming pool in the future their deposit will be applied towards their contract. Thank you,
Kaitlin M[redacted]

Getting our pool built with Tribal has been great so far! They are awesome with their communication every single step of the way!

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 bills. Although 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 permit. Please 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 warranty. The cost for taxes and warranty are included in each of our customer’s contracts as well. I 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 see. At no time was access to your property denied. I 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 resolve. I have forwarded all Ms. [redacted]s information to our attorney who is now in contact with her to better resolve any and all issues.

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

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.

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 attorney. Sincerely,[redacted]

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...

opposite. On 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 25 x 7.90 = <197.50>.” The total addendum is for a total credit of <370.58>. Mrs. [redacted] is also claiming we overcharged her for permitting which again is simply false. Mrs. [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 contract. Tribal 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 tax. In regards to the permitting process, we did in fact have issues due to the county requiring a grading and drainage plan due to her area. I 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 $3,000. as well as a 6month to year delay. After 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 job. As 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 bid. I received both bids within hours of each other and our superintendent immediately informed the customer. In order to help keep costs down we gave the bid directly to the customer and asked she deal direct. Our contract clearly states “The buyer agrees to pay any additional costs that may result from an abnormal pool excavation caused by rock or soil conditions. An abnormal excavation is defined as a work site which cannot be dug with normal excavation equipment.”  Mrs. [redacted] then requested cancellation of her contract and refuses to pay Tribal for all items done up to this point. Again 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 her. Thank you[redacted]

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,