Flagship Pools - Aimee Herrin - Syen Herrin - Herrins Hauling Neophyte Pool Builder Gives Poor to Non-existent Customer Service Breaching Contract Georgetown Texas

Flagship Pools has fully refunded the invoices submitted to them.

After submitting phone messages and emails to Flagship Pools four months ago concerning warranty repairs and receiving no response, I hired another pool builder and electrician to correct the problems at my cost. The invoices were submitted to Flagship pools via a certified letter. The USPS sent a message that the letter was placed in their PO Box but was never picked up. At this juncture, I placed a complaint with the Austin BBB. Their response did not address the issues nor said they would contact me. They also said they did not receive the invoices even though USPS said it was delivered, and, my earlier emails stated the costs. My only recourse was to set up a civil suit against them. Two days later in their BBB response, they said they would settle. A business check was delivered four days thereafter.

I don't understand why they wouldn't help me and honor the warranty. We had a good relationship and my pool was the first they built in starting their pool business. I considered them friends so I don't know why they decided not to contact me the first time of notification.

Flagship Pools has fully refunded the invoices submitted to them.

After submitting phone messages and emails to Flagship Pools four months ago concerning warranty repairs and receiving no response, I hired another pool builder and electrician to correct the problems at my cost. The invoices were submitted to Flagship pools via a certified letter. The USPS sent a message that the letter was placed in their PO Box but was never picked up. At this juncture, I placed a complaint with the Austin BBB. Their response did not address the issues nor said they would contact me. They also said they did not receive the invoices even though USPS said it was delivered, and, my earlier emails stated the costs. My only recourse was to set up a civil suit against them. Two days later in their BBB response, they said they would settle. A business check was delivered four days thereafter.

I don't understand why they wouldn't help me and honor the warranty. We had a good relationship and my pool was the first they built in starting their pool business. I considered them friends so I don't know why they decided not to contact me the first time of notification.

Flagship Pools has fully refunded the invoices submitted to them.

After submitting phone messages and emails to Flagship Pools four months ago concerning warranty repairs and receiving no response, I hired another pool builder and electrician to correct the problems at my cost. The invoices were submitted to Flagship pools via a certified letter. The USPS sent a message that the letter was placed in their PO Box but was never picked up. At this juncture, I placed a complaint with the Austin BBB. Their response did not address the issues nor said they would contact me. They also said they did not receive the invoices even though USPS said it was delivered, and, my earlier emails stated the costs. My only recourse was to set up a civil suit against them. Two days later in their BBB response, they said they would settle. A business check was delivered four days thereafter.

I don't understand why they wouldn't help me and honor the warranty. We had a good relationship and my pool was the first they built in starting their pool business. I considered them friends so I don't know why they decided not to contact me the first time of notification.

Mr. Music originally hired Liquid Dreams Pools and lost over 40,000 and he agreed to let us finish the pool project for him. We did not ask for any money except for what the contract stated and that he signed. We made no profit on this pool and felt bad that he had gotten screwed by Liquid Dreams Pools. We hired certified subcontractors that only do swimming pools and it seems that nothing satisfies him. We never received the invoices he was talking about until recently. Initially he said he would just take care of these things and then we can pay him back. We have paid Mr. Music for those repairs that he took care of on his own. We have even babysit his dogs before and been over to his home for drinks. We are sorry he is so unsatisfied with us and we have no problem with any other clients. They are all satisfied and we see them on a regular basis.

Flagship Pools built my pool. The owner strongly emphasized his integrity. Part of the contract written by the pool builder emphasized a one year warranty after gunite was poured. They wanted final payment of the pool before they were finished, and, to have final inspection by the City of Austin. The "promised" to help correct any problems that evolved over the proceeding year of use.

First, the 400K BTU heater wouldn't turn on. I ended up doing the leg work myself getting the heater's rep to come out. This was followed by a gas company technician to come out for further investigation. City inspectors also came out to rule the job was not meeting code. In both cases, the problem turned out to be gas plumbing that was not to code by a plumber who was not cognizant of pool equipment and structure. He was a "friend" of the pool builder. The problem was corrected by another Master licensed plumber. The heater finally worked because gas was getting correctly to the heater via the correct size gas pipe. The non-cognizant plumber was caught jamming his non-code flex gas tube through a hole with mud and water, consequently, plugging the gas tube. Not once did the pool builder help or intervene. I sued the original plumber for $700 to pay for the correction.

Second, the sub-contracted licensed electrician put in the wrong GFCI (amperage) and blew it out. This was alerted to the pool builder and once again I got no returned calls or emails. This was corrected again (at my cost). In addition, the electrician secured the pool lamp cord incorrectly. This caused a major problem when the lamp blew out (mfg fault) because the cord couldn't be quickly pulled out of the pool as it should when corrrectly installed. Consequently, the complete 23,000 gallons of water had to be emptied to get to the cord behind the lamp before any replace could be performed. This work was again at my expense rather than the pool builder honoring the warranty agreement in the contract.

Third, and at the same time as the second item, I discovered a crack on the bottom of the pool. Because it was reported to the pool builder the same time, I still received no response. Luckily, the crack was minimum and only required filling but at my expense.

Forth, the hot tub become siphoned under different valve settings. The pool builder sends out some fly-by-night fix-it guy who was a complete idiot about plumbing and fluid dynamics. He cut into the original plumbing for the pumps and put in two check valves that did nothing. After further complaining to Flagship Pools, the wife of the business tells me they have personal problems with the original plumber who did equipment plumbing part. She had the audacity to give me his phone number to call and take care of the problem myself and to send them the bill for reimbursement. I found someone else who knew what was wrong and correction was made.

Fifth, I had to take care of final inspection myself after being promised by Flagship they would. The electrician's job failed (same guy as with the GFCI problem). He did come out to correct the wiring.

I have sent Flagship an email stating the total costs but got no response. I followed by sending them a certified letter with the invoices but they refused to pick it up at the Post Office.

In essence, the husband/wife owners of Flagship Pools breached on their warranty contract, have poor to no customer service and seem to lack integrity in their work once they get paid. Wayne Austin, Texas