• Report: #919943
Complaint Review:

Custom Pools Inc

  • Submitted: Mon, July 30, 2012
  • Updated: Mon, July 30, 2012

  • Reported By: Glen — Granite City Illinois United States of America
Custom Pools Inc
30 Howard Drive Belleville, Illinois United States of America

Custom Pools Inc Failure to complete pool installation, misrepresentation of pool accessories Belleville, Illinois

*REBUTTAL Owner of company: Unwilling

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My situation involves the installation of an in-ground swimming pool. After obtaining quotes from several pool contractors, and checking with the Better Business Bureau, I selected Jack Anderson of Custom Pools, Inc.  The pool construction
proceeded normally throughout the project, save for a problem with the shell that required a repair.  Shortly after
the completion of the pool, we began using the pool.  Then, one morning as we prepared to leave on a cruise to the Caribbean, we observed that water was pouring into our basement.  It had been raining very hard outside, and the water was coming in at 2 basement windows.  Our basement is fully finished.  Well, we had not purchased cruise insurance,
so we went ahead and left, but, hired someone to clean up the water.  This is where all of the problems start.  The concrete decking that was poured around the pool has been sloped incorrectly, which causes any rain water to drain toward
our house, and when enough rain enters the window wells, it pours into the basement.  We have had to install 2 sump
pumps into the window wells to pump the water from this area. Now we have the issue of rain water coming into the basement from the window wells if there is heavy rain and the pumps cannot keep up, or the power fails. Plus, every few
months, we have to clean the pumps of mud and muck to keep them in working order, not a pleasant thing, and all due to improper grading of the concrete decking toward the house instead of away from the house. The next problem is
that Jack charged us $660 for a sump pump that was to be installed into a tube next to the pool.  It is a fiberglass
pool, so it is important to keep water from collecting under the pool, (says Jack) hence the reason for the sump well and pump.  The problem is, we have paid for this, but, Jack refuses to come and install the pump. 
(Jack has since promised to install the pump 3 different times.) The next problem is concerning an inflatable dome that was to be installed late in Sept. 2004. My wife is disabled, and the injuries that she sustained that made her disabled make it very difficult for her to do the exercise necessary to maintain mobility.  She must use a wheelchair whenever she goes to the mall, shopping, Wal-Mart, etc.  She needs use of the pool all year, hence the reason for the dome.  Jack charged us $6600 for the dome, 1 install, and 1 removal, as it is removed for the summer.  He kept putting us off as to why he could not deliver the dome.  He did this for several weeks.  For a time, he began refusing our calls.  In the end, the dome was eventually installed, but, we found it to be unusable because the air temperature inside the dome was the same as the air temperature outside the
dome, so, at 10 degrees outside, it would also be 10 degrees inside the dome, hardly swimming weather! We called the company, and they indicated that Jack, the pool installer had been informed of this when the dome was ordered, but,
that we as a customer had supposedly been informed of this, and wanted it anyway. This made a $6600 inflatable dome useless.  The sump pump has NEVER been installed next to the pool, and all we have is a hole in our concrete deck next to the pool. Do your homework before hiring any contractor to do any work in or around your home!

This report was posted on Ripoff Report on 07/30/2012 06:30 PM and is a permanent record located here: http://www.ripoffreport.com/reports/custom-pools-inc/belleville-illinois-62223/custom-pools-inc-failure-to-complete-pool-installation-misrepresentation-of-pool-accesso-919943. 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 REBUTTAL Owner of company


AUTHOR: Jack - (U.S.A.)

My name is Jack Anderson the owner of Custom Pools, yes I did build a pool for the complainants.  First I will begain with some of what is written is true I did provide a sump well for a pump to be added but yes a pump was never installed. As for the rest it is completely false and over exaggerated. The concrete deck slops away from the house to a deck drain and away from the pool also toward the same deck drain, if you don't keep the end of the drain open or you allow the drain to become plugged the result will be that water is allowed to backup and flood the same as a toilet or kitchen sink, common sense.

As for the pool cover, yes I did order the pool cover as instructed by the home owner after they researched the inflatable cover themselves and yes they were completely aware of the needs to heat the pool during the winter months and that SOME KIND of supplemental heat source would be required to bring up the temperature within the pool environment during the winter months, again they did the research (internet) before order was placed.

These customers did hire a lawyer and after reviewing the contract and doing the prproper onsite nvestigation, the lawyer no longer pursued any  action against me or Customer Pool.

My belief is that they are not able to properly maintain the back yard environment, and needed to place blame for their neglect. I have a great deal of pride in my projects and would NEVER do such a silly thing as to slop concrete toward the house without the proper drainage in place.


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