Tribal Waters Custom Pools and Spas

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]

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.  I have obtained an attorney. The matter has not yet been resolved. My 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,

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 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.

The response that the Revdex.com received from Tribal Waters has considerable falsities in it. I 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 whack. The only chemical that the [redacted] representative stated was low, was my cyanuric acid. That level was actually in normal ranges according to pool chemical reports. I had it tested twice at [redacted]ls (two different locations) and one stated it was at 40 and the other at 50. Technically it should be above 30, so it was in range. However, [redacted] stated it was 35 and that it needed to be at least 60 according to the literature for the particular unit. I went and purchased cyanuric acid (stabilizer) and added to my pool. I had the water retested and all of my chemicals were perfect, as they were when [redacted] was out here but now my cyanuric acid is at 60, so it is where [redacted] says it should be. All of my other chemicals are, as they always are, in good shape. I have attached a water test report from [redacted]ls that shows that. It 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 5 if it were working properly and maxed out. The [redacted] rep actually stated that other than my cyanuric acid being low (in his estimation) my water was in great shape. This 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 cells. Tribal is well aware that build up can occur with the hardness of our water and the fact that it is a saltwater pool. I had last cleaned it two months earlier. I did clean the cell at the request of [redacted], so it has zero build up on it now. 

Tribal and [redacted] stated that they would come back out after I added cyanuric acid and cleaned my chlorinator but neither has been back out. Tribal 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 [redacted] can explain why the chlorinator no longer can produce levels of chlorine above 2 in my pool. They just can't or won't answer the question. Tribal has always taken numerous calls to resolve issues and often have had to redo their work multiple times to get it right. Quite honestly, this is just par for the course given my 3 year experience with the company.

Regards,

[redacted]

Special thanks to Kaitlin at Tribal waters pools for her excellent customer service. If your looking for a pool build make, Tribal waters your first stop.

Review: I have a malfunctioning pool chlorinator on my pool that is no longer producing the levels of chlorine that are sufficient. I have a 3 year warranty on the part, which expires in July. I have spoken with Tribal about this issue on several occasions. They eventually sent out a product specialist from the manufacturer ([redacted]) to look the issue. The representative told me I needed to add a more chemical to my pool and clean my chlorinator before a determination could be made whether or not the product needed to be replaced. I did both of those things and called tribal back letting them know the chlorine level was still low. One of the managers called me back and told me how he would work with me to get this taken care of. He also requested that I get my water tested by [redacted]l company and send him the results, which I agreed to do. The next day I get a call from Tribal saying there is nothing wrong with my chlorinator, that they will not work with me on replacing it yet they have not come back to look at it like they said they would once I did what they asked me to do with my pool water and with cleaning the product. Thus, they stated they needed several things done before they could determine what course of action needed to be taken. However, after doing what they asked, they refused to come back out to my home to check the system, which is not working properly and is under warranty.Desired Settlement: Tribal needs to fulfill their warranty policy for their product that is malfunctioning by replacing the defective part.

Business

Response:

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,

Consumer

Response:

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.

The response that the Revdex.com received from Tribal Waters has considerable falsities in it. I 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 whack. The only chemical that the [redacted] representative stated was low, was my cyanuric acid. That level was actually in normal ranges according to pool chemical reports. I had it tested twice at [redacted]ls (two different locations) and one stated it was at 40 and the other at 50. Technically it should be above 30, so it was in range. However, [redacted] stated it was 35 and that it needed to be at least 60 according to the literature for the particular unit. I went and purchased cyanuric acid (stabilizer) and added to my pool. I had the water retested and all of my chemicals were perfect, as they were when [redacted] was out here but now my cyanuric acid is at 60, so it is where [redacted] says it should be. All of my other chemicals are, as they always are, in good shape. I have attached a water test report from [redacted]ls that shows that. It 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 5 if it were working properly and maxed out. The [redacted] rep actually stated that other than my cyanuric acid being low (in his estimation) my water was in great shape. This 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 cells. Tribal is well aware that build up can occur with the hardness of our water and the fact that it is a saltwater pool. I had last cleaned it two months earlier. I did clean the cell at the request of [redacted], so it has zero build up on it now.

Tribal and [redacted] stated that they would come back out after I added cyanuric acid and cleaned my chlorinator but neither has been back out. Tribal 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 [redacted] can explain why the chlorinator no longer can produce levels of chlorine above 2 in my pool. They just can't or won't answer the question. Tribal has always taken numerous calls to resolve issues and often have had to redo their work multiple times to get it right. Quite honestly, this is just par for the course given my 3 year experience with the company.

Regards,

Business

Response:

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.

The Revdex.com of AZ has been mediating between myself and Tribal Waters for some time now. We are now in the unresolved file.They(Tribal) continue to stick with their story that we do not allow them access to do repairs. We are sticking with the truth and please take a moment to read the truth.
Tribal Waters has been here many many times. Every time they come here they do more damage. They 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 here. Now after $44.000.00 we have a real poor excuse for a nice pool. Anyone 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. [redacted]

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

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]

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!!

Review: On 1/26/2014 I signed a Pool Contract with this company. I stated at the signing that this project would be contingent on obtaining financing. The salesman assured me that I could cancel at any time as several customers in the past have done for various reasons. There is no cancellation penalty stated in the contract. A $1,000 down payment was required in order for the company to pull permits. There is nothing in the contract stating the 1,000 is non-refundable. I was unable to get financing. I requested in writing that my contract be terminated for this reason. A salesman met with me to try to change my mind. He told me that he was leaving the company but would stay on till completion of my build if we moved forward. I declined. He quit. The owner called me on 3/27/2014. I asked him if my contract was cancelled and my refund was coming. He refused to cancel and accused me of working in collusion with the salesman who had quit. I am not. Tribal has not done any work or pulled any permits and refuses to refund my money/cancel contract/provide invoice. Owner threatened to sue me for half the contract.Desired Settlement: Acknowledge cancellation of contract and refund $1,000 down payment. Or provide itemized invoice of costs incurred by the company to prove why they feel they are entitled to my down payment.

Business

Response:

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

Consumer

Response:

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. I have obtained an attorney. The matter has not yet been resolved. My 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,

Business

Response:

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]

We had a wonderful experience with Tribal Waters from start to finish. All of the subs they hired were professional. The staff is always very helpful and ready to help with any questions or concerns. Our pool turned out better than expected with no major issues. Our whole family is enjoying our new backyard. Thank you 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.

Very happy with quality and service

Review: The company has not followed up and corrected a rust spot issue with my pool. The defect is covered by warranty. A company rep was out last year but failed to follow-up and the issue has not be addressed or corrected.Desired Settlement: Repair pool - cover the cost of refilling

Review: Pool and spa was filled just before July 4, 2012. We have contacted Tribal multiple times regarding our issues. However, to date, waterfall has not been completed, tile had not been adequately caulked, decking has cracked and chipped into pool, directional spouts in spa pop off and won't stay in.Desired Settlement: All items completed or repaired satisfactorily within 30 days.

Business

Response:

Business

Response:

I would like to address the issues on this complaint from The [redacted] family:

1. The waterfeature repair has been completed to the satisfaction to the homeowner

2. The decking repair has been completed and the repair will be repainted by Monday 7/29/13 (weather permitting)

3. The tile grout repair will be done on 7/26/13

4. The in-floor cleaning system will be totally inspected and will be left in proper working order

Tribal Waters knows that once all issues are complete the [redacted] family will be happy with the outcome. Please know that we will always be available for any warranty issue and please don't hesitate to call. Thank you for your patience and we will be calling next week to make sure your satisfaction exceeded your expectations.

Sincerely,

Tribal Waters

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.

We consulted a number of companies before choosing Tribal Waters for our pool. We could not have asked for a better experience! The staff was super helpful, always responsive to our needs, and provided a great balance of inserting their expertise while still allowing us to choose according to our personal style. There were a few small hiccups during construction but the Tribal team quickly overcame them. We love the finished product and would recommend Tribal Waters to anyone considering putting in a pool.

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.

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!

Review: I signed a contract on 4/17/15 with this business. I gave $1000 deposit to company. I was told the pool would be built by the time or a little after I move at the end of June. I called two and half weeks ago to ask if they got permit, [redacted] said yes and they would call me when they go out. I called the county and they said they had NO application for my address. finally just got the permit on 6/5/15. I found out he miscalculated the electrical which they are charging me more for the electrical. It is only 70 total feet, I get 50 with the package but are charging me 25 feet and not 20. I also found out that they were charging me more than what the contractor fence person would charge me so I asked them to take that off because I would pay him myself at a lower rate. They tried charging me more for the county permit than what was spent, almost $200 plus they tried to charge me tax on that. The last straw was when they just called me and said it would be another $3500 for excavation . I just want to cancel the contract, they can keep the deposit but are now telling me they are charging me $3500 for excavation when they did not excavate anything. They never even called me to let me know they were going to my residence. I received an email on 5/27/15 telling me they would notify me of any excavating that would be done.Desired Settlement: I would like to cancel the contract and pick up my mosaic tile that I shipped to them;

Business

Response:

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]

Consumer

Response:

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,

Business

Response:

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.