• Report: #1090642

Complaint Review: Owen Pools

  • Submitted: Wed, October 09, 2013
  • Updated: Wed, October 09, 2013

  • Reported By: Bill Bertrand — Grand Prairie Texas
Owen Pools
3000 S. Hulen St Fort Worth, Texas USA

Owen Pools 3000 s. Hulen StreetSuite 124Fort Worth TX 76109 Did not repair pool Fort Worth Texas

*Author of original report: CASH OFFER

*REBUTTAL Owner of company: Owen Pools final answer

*Author of original report: Pictures ofnthen arean in question

*Consumer Comment: review by OWEN POOLS customer

*Author of original report: Pool Owner

*Author of original report: Property Owner

*Consumer Comment: Owen Pools

*REBUTTAL Owner of company: Owen Pools - Bertrand Pool

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We hired Owen Pools to build us a pool they quoted us eight weeks it took almost a year to get our pool finished.

from day one everything went wrong wpop our pool. They did not go by the plans and made several mistakes we worked real hard with them to get it all fixed. They repaired everything except the rock in the breach area they left a hole in threat area that was not in them plans we asked for the hole to be filled in well that starred the night mare instead of having all the rock replaced they filled it in Now the grate is a different color than the rest of the beach area and we have been trying to get this fixed fornoverva year and they are refusindo then the repairs. Thown reef Adam has gone to all lengthens as to calling me a liar using unexcepatable language. At this time he has left us no other choice but to post unsatisfacty reports on Owen Pool and retain An attorney. I would not recommend this company to do any pool construction for anyone 

This report was posted on Ripoff Report on 10/09/2013 09:36 AM and is a permanent record located here: http://www.ripoffreport.com/r/Owen-Pools/Fort-Worth-Texas-76108/Owen-Pools-3000-s-Hulen-StreetSuite-124Fort-Worth-TX-76109-Did-not-repair-pool-Fort-Wort-1090642. 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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Updates & Rebuttals

#1 Author of original report


AUTHOR: Gail Bertrand - ()


You are wrong you NEVER offered us a cash price to have this matter fixed or it would have been done.

It is not our fault that your crews can not fix the problem on our pool that is all we have asked is that it be repaired correctly.

I will not pay for this out of pocket, I did not build the pool nor did I make the mistake on the flag stone.

I have hired an attorney to settle this matter its just sad that at the cost it would take you to just repair this you are now going to have to spend in attorney fees.

I am not going to agruee this matter on here with you anymore. The problem is we are unsatisfied customers we have a valid complaint and have for over a year, and you have not fixed it correctly.

You are not going to make my husband be the bad guy here on this deal I know the truth I have been dealing with you myself on almost all the matters we had with our pool. I know for a fact there was never a hand shake on anything to cover the pool in that area to not be repaired. It has been an big eye sore for me from the day it was done incorrect.

Again I am not going to agruee this disagreement with you. I have hired an attorney and I will update this page as things progress.

Gail Bertrand

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#2 REBUTTAL Owner of company

Owen Pools final answer

AUTHOR: Adam Owen - ()

Mrs. Bertrand,

Owen Pools' position on this matter has not changed. We feel that any work done will be unacceptable to you and your husband. 

We made a cash deal regarding this matter with your husband and now he says "hope you have it in writing". We are no longer working in "good faith". 

As my emails have stated I am willing to get you in touch with contractors to handle this small item at a contractors cost 

or you may employ your attorney and we will respond accordingly. 



Adam Owen

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#3 Author of original report

Pictures ofnthen arean in question

AUTHOR: Bill Bertrand - ()

 I am glad Adam is having his happy customers reply to this complaint. But again if he would just repair teh eye sore that his crew made in our pool than all would be ok. This is just a metter that he has rufused to repair an are that his crew made and its a eye sore in our pool. If this was to happen to any of you You would be asking for the same thing just to have it repaired.

You can keep sending happy customers to post on this page Adam but its not going away and you know that there is a problem with our pool and you have refused to fix it. Thats the problem.

And I am sure we are not the only ones so I am on mission to find the rest of the people that you have not made it right with. I will find them I am putting out ads everywere to see if you have left other just hanging and not repairing their pools.

Please see below the area that we are requesting to be fixed. WOULD YOU LEAVE THIS IN THE ENTRY OF YOUR POOL?

Gail Bertrand

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#4 Consumer Comment

review by OWEN POOLS customer

AUTHOR: Paula - ()


Adam Owen gave me a call in reference to the complaint made by Mr. Bertrand 

Owen Pools built my pool in 2004 and we were first time pool buyers.  Our pool was built in approximately six weeks other than one rain delay we had no issues and the pool still looks great.


Adam still continues to answer his cell phone when I call with random pool questions and I would recommend him to anyone.


Mr. Bertrand’s complaint contradicts everything I know about Adam and  Owen Pools.


Happy Customer,

Mansfield, Texas

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#5 Author of original report

Pool Owner

AUTHOR: Bill Bertrand - ()


I would like to address the following rebuttal

  1.  Yes we agree that there was a miss understanding between us a weeping wall and a waterfall, we did not know the difference. But after speaking with Adam they agreed to replace it with a larger weeping wall which this was done at our expense. The weeping wall is not an issue.
  2.  The decking was upgraded when we visited Super Surface at that time we was not told it would take 30 days to cure. We were all informed after it was laid that we could not walk or get it wet for 30 days Adam you did not even know this. There was even an issue with flaws in the upgraded cement and Super Surface came back out to repair but was not able to repair it 100 % we agreed to leave that alone and except for the way it was. The upgrade was an expense for us which we paid for even if it was at Owen Pools Cost. The cement is not the issue.
  3. During the process we found out that Owen Pools would not do the clean up until the very end of the completion of the pool, Yes we wanted more dirt to bring in and construction of pool covering put in we did start this process and did do more than 90% of the clean up so that we could start construction at no time did this delay the construction for Owen Pools. When the dirt you had delivered we paid for the additional dirt at that time no delay. At this time we were still not swimming in the pool. The cleanup is not the issue.
  4. We had major problems with the pool equipment and electrical work which delayed the finishing time of the pool and swimming time only to find out that the electric was never ran to the pool. This had to be repaired. The pool equipment and electrical work is not the issue.
  5. Issue on the salt cell Owen Pools had to replace the salt cell the original one  was broken and the issue on the warranty work my contract says most all covered for three years. Again this is not the issue

On to the main issue the umbrella sleeve

The umbrella sleeve in the beach area was put there during the cement pouring. Upon the design of our plans we never had an umbrella sleeve we were to have three bubblers. After the cement was poured we discovered they left out the bubblers we call Adam and he came over and said he was at fault he left it out of the plans, he said there was nothing he could do. After we discussed it I explained to him I could do it I could core under the pool and core the holes he agreed to allow me to do this. I did this at my expense! That issue was resolved but now we had a hole in the beach from the umbrella sleeve Adam sent his contractor over to repair it they filled it with cement now had this big blob of cement in the middle of our beach area a bad eye sore. Adam agreed it looked bad and sent the contractor back over this time he put down some flag stone filled it in with a complete different color of grout. Now it starts over again another eye sore. We asked again for it to be repaired. Adam asked us to wait until after summer to see if the salt and or sun would change the color. That’s has not happened and 45 days ago we started asking for this to be repaired.

At no time did we agree to replace this area in our pool to be settled on flat stone in our yard.We paid for all our flat stone to be done in our back yard. We have just asked for this to be repaired.

Yes we currently had a new house built and a pool there was tons of issues as always in a new home but I can say that our builder went over and beyond to repair ,replace everything in our home that was at the fault of the builder and I would have them build me a new home and or recommend them. More than what I can say for Owen Pools I just want my pool fixed and for it not to be a eye sore in my beach area that’s not that much to ask for but I guess it is I am going to have to retain an attorney and settle this is court.


Bill Bertrand

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#6 Author of original report

Property Owner

AUTHOR: Bill Bertrand - ()

Adam i would like to adress your response.

1. Yes we argeed between both parties that we did not understand the differance on a weeping wall and a waterfall. Owen Pools did take the wall down and redo replace it with what we wanted with an additional cost to us that we paid for at total of 1500.00 This is not the issue

2.Yes we did pick an additional upgrade on our cement but was never infomed that is would take 28 to cure and that noone would be able to walk on it or swim in the pool. This was not found out until after it was done Adam you did not evn know that there was a 28 day delay if we had the upgrade done. This was done maybe at your cost but we did pay extra for the upgrade. And again this is not the issue.

3. We did 90% of all the cleanup ourselfs at our expense due to the issue we were told that Owne Pools did not do clean up until the pool was fdinished and this was taken several months longer than projected. The building of the covers over the pool had nothing to do with the delay of the construction of the pool. We even over looked the spots in the concete that was not done correctly and was told it could not be redone. Again this is not the issue.

4. Attached is a copy of the plans on the pool we NEVER had in the plans to have a umbrella sleeve we were to have three bubblers, which when the concrete was poured they were left out. When we spoke to Adam we were told that was a mistake by him it was missed on the plans and there was nothing he could do. We said that we could core the holes ourselfs and that is what was done at our expense. Again this is not the issue.

5. When the pool was finished they left the umbrella hole along with the bubblers, at that time we requested the hole to be gone. Adam sent a repair man out that just filled it in with cement. That was unexceptional, Adam even agreed and sent them out to repair it again, this time they put down some flag stone and groute. Now the problem was the grout was a complete different color than the rest of the pool a very big eye sore. Adam asked us to wait until after the summer to see if the salt and or the sun would change the color and make it to blend with the rest of the pool. This has not happened. So we have been trying to get this taken care of for some time now and it has not happened. We did not make any other arrangements to have flag stone work done in our back yard at a discount to replace the area in the pool we have paid for all our flag stone in the back yard. We have never quevered on this I have all corrspondence by email and text between Adam pools and ourselves on this matter we are just asking for it to be replaced.

We would be more than happy to withdraw our compliant if this issue is fixed.

Bill Bertrand 

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#7 Consumer Comment

Owen Pools

AUTHOR: Mike P - ()

 Adam Owen with "Owen Pools" built our pool for us in June, 2013.  I had made several inquiries over the phone and by email with Adam prior to making the decision to hire him. Some of the things that made up my mind to hire Adam Owen was that although he was very busy, he would always take time to answer my many questions. He always returned my emails, and he always returned my calls.  Adam came to our house many times pre-build to answer more of our questions, so we would know what to expect through the hole process, so there would be no surprises. Well I am happy to say that every detail that Adam Owen said would happen, did happen, and there were no surprises, other than the pool is nicer than I could have ever imagined. Adam Owen has also offered assistance to us post-installation, should we have any further questions or needs. It was a true pleasure doing business with Adam Owen, and I would recommend him to anyone who wanted to do business with an honest man. 

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#8 REBUTTAL Owner of company

Owen Pools - Bertrand Pool

AUTHOR: Adam - ()

 To whom it may concern:

We were contracted to build a custom gunite swimming pool for Mr.& Mrs. Bertrand that was dug on 4/16/12 and Plasterd (filled with water) on 7/13/12. Approx 3 Months of construction.


Mr. Bertrand did not mention a few things in his complaint:

1. He decided that he wanted a larger water-feature than he had purchased. It was taken down and re-built and this change order took a few days.


2. Mr. Bertrand changed his decking type (at our cost, no profit) to a decking type that must be cured for 30 days! Owen Pools did not make this choice, Mr. Bertrand did while visiting our contractor, Super Surface. Decks were formed on 5/22/12


3. Mr. Bertrand did not allow us to finish our grading and clean up work because he wanted to add more dirt, retaining walls, etc for his landscaping. Again delaying our "completion". The pool was being used! 


I, being the owner of Owen Pools, will openly admit that there were a few issues with pool equipment and electrical work under construction. ALL issues were repaired and/or replaced in a timely manner. The pool was being used daily during the time period that Mr.Bertrand claims to be still under construction.


This situation finally reached it's boiling point over a discolored piece of flagstone on the beach entry of the pool. Mr. Bertrand decided that he no longer wanted an umbrella sleeve (hole) becasue he was building an arbor over the pool. The grout simply did not match when the stone was placed to cover the hole. The grout doesn't match well at all.


We felt that we could not make Mr.Bertrand happy regardless of what we did with the stone so he offered me a proposal: Very inexpensive flatwork/flagstone decking (under my cost) in exchange for his wife being so unhappy with the "spot" on the beach entry. We shook hands and did the work at the cost he wanted. I lost money to resolve the issue.


After the past 12+ months of warrantying items that were really not covered under warranty. I.e. service call to fix salt cell when the pool simply didn't have any salt in the water!! If you buy a car you have to put gas in it :-/


 I simply had to say NO. That is why Mr. Bertrand has written RipOff Report.


*I feel that it may be worth noting that Mr. Bertrand also has ongoing issues with his homebuilder, flooring contractor, and even bragged to me about having all cabinets in his new home replaced due to a minor imperfection.

I even offered cash at one point to settle this issue. Mr. Bertrand seems intent on employing his attorney. I will have no choice but to handle things through the legal process despite all efforts.


At some point the small business owner has to say Enough is Enough


Please contact us for many referrals in the same area!



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