• Report: #1141780

Complaint Review: The Pool Guyz

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  • Submitted: Fri, April 25, 2014
  • Updated: Fri, April 25, 2014

  • Reported By: Rebecca — Chesapeake Virginia
The Pool Guyz
509 Viking Drive, Suite A, Virginia Beach, Virginia USA

The Pool Guyz Ric & Vickie Reineke, Owners This company was paid in full and now has dropped the ball to get my pool up and running. Virginia Beach Virginia

*Author of original report: Update

*REBUTTAL Owner of company: Thanks For Allowing Us To Make It Right

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The Pool Guyz- COMPLAINT

April 25, 2014

To whom it may concern:

We have been dealing with The Pool Guyz since last May 2013.  We have paid them over $33,000 in cash.

We were in the process of building a detached garage with an indoor kitchen/bath and outdoor kitchen.  The construction of our new building kept being put on hold due to the horrible weather we continued to have throughout the months.  The Pool Guyz were determined to sink the pool in the ground before we were ready and continued to state they had their guy who digs coming in from town, etc… to do the work.  We continued to push them off to install due to the construction and no electrical for the pool pump to be connected to.  We didn’t want the water to sit inside that pool for months with no chemical or filtration system….. The pool would become stained and ruined.  They assured us that with fiberglass the pool couldn’t become stained.

When the pool was delivered to our home, the driver of the 18 wheeler drove up into two neighbor’s yards.  The truck rutted in the neighbors yards and busted a couple of their sprinkler heads that we had to replace.  Arnold (staff) stated they would fix the neighbor’s yard and the damage, but never did.

The pool sat in our yard for several weeks (which was NO problem).  We received a call stating they were coming out to drop the pool in the ground and we refused over and over again.  The pool was installed and sat in the ground for months until our building was ready for the electrical to be hooked up.  We also had to pay another contractor $250 to come spread the dirt that they built up very high around the pool due to they didn’t remove any dirt from our property like they said they would.  It was a HUGE drop off from the pool into our yard (I have pictures to prove).

Once the electrical inspection passed we contacted Arnold, as well as, told him & Ric (via email) that the pool has become unleveled and caving in around it.  Arnold came out with Dustin (another staff member) to dig back around the pool and level it.  They also installed the pump, etc…. which is very loud and has a 90 degree pipe vs. a 45 degree pipe.  We have had a couple of people state the reason for the noise is due to the degree on the pipe.  The Pool Guyz state it’s due to a wire within the pump.  A wire???  Really?

After they leveled the pool and installed the filtration system, they still never came back to get the pool fully cleaned.  The pool still to this day has a lot of sand and due to the water that has been sitting for months….. The pool now has a hard coating of algae and will not come off with a brush.  It’s like the bottom of a boat that has grown barnacles on the bottom. 

I have continued to call them weekly to fix our pool since May is just around the corner.  I have been battling for it to be cleaned and clear since October 2013. 

They dropped off our Polaris 9450 machine to us and it’s not working correctly either.  I paid $1700 for this machine.

I have been talking with a lady, Vickie at The Pool Guys and just found out yesterday, April 24, 2014 that she is 51% owner in this company.  Vickie is Ric Reineke wife!  I even showed up on their doorstep at their office several months ago to approach them about our pool issues.

This company was paid in full and now has dropped the ball to get my pool up and running.  I thought I really did my homework before contacting this company to install a fiberglass pool for us.  I have saved for many years to be able to get my dream pool and be able to enjoy it.  I’m to the end of my rope and don’t know where to turn.  I’m sick to my stomach each and every day when I walk in our backyard.

I wouldn’t recommend this company to my worst enemy!  Once they have collected their final payment, you are no longer a priority to them and they don’t care about customer service.  I’m contacting my attorney, notifying the BBB and any other place I can post my dissatisfaction of The Pool Guyz.

Desperate for help!!!!    They have our money and have abandoned us!!!

Rebecca

Chesapeake, VA

 


This report was posted on Ripoff Report on 04/25/2014 03:53 PM and is a permanent record located here: http://www.ripoffreport.com/r/The-Pool-Guyz/Virginia-Beach-Virginia-23452/The-Pool-Guyz-Ric-Vickie-Reineke-Owners-This-company-was-paid-in-full-and-now-has-drop-1141780. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

Update

AUTHOR: Rebecca Winstead - ()

It's a shame that it took me to complain on social media,  BBB,  etc... before our issues were resolved. I would not recommend this company to install a pool. If it wasn't for Arnold,  we still would be dealing with a mess.   I feel sorry for him because he is one person and can't be every when. .. The others at the company are no help nor do they know what they are doing.  

Thank you Arnold!   

 

 

 

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#2 REBUTTAL Owner of company

Thanks For Allowing Us To Make It Right

AUTHOR: TPG - ()

Dear Mrs. Winstead,

Thank you for giving us the opportunity to make things right & taking time to communicate to us why our service did not meet your expectations. We are so happy we were able to address your needs and provide the best solution available to resolve all of your issues to your satifcation.

We have put forth every effort to make our best attempt in regaining your confidence in our company and having you join our hundreds of satisfied customers. In addition we will further evaluate how we can prevent this problem from occurring again in the future.

Please accept our sincerest apology for any trouble or inconvenience we have caused to you.

It's our goal to retain you as a satisfied customer and will hope to serve you again in the future. If I may be of any further assistance please do not hesitate to call on me.

Warmest Regards,

Julie

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