Sacramento Custom Pools, Inc.

On November 9, 2015 the final inspection was completed on your swimming pool and spa project. The project passed it’s final inspection.  This completes all aspects of the pool build, and everything is installed and working properly at this point. This should complete all of our communications regarding the  pool and spa. Thank you.

We are truly sorry for not responding to your phone calls regarding your concern in a more timely manner. However, upon contacting you, we began work on the concern that you had regarding your auto fill not operating correctly. Our concrete team was scheduled to take care of it, and we believe at...

this time that everything is operating correctly in regards to your swimming pool. Tell us why here...

Sacramento Custom Pools has a contract with Mr. [redacted]. We have executed through the 1st five payment draws defined by the contract. We are currently 95% done with the plumbing work and the customer wants to cancel the contract. He refused to meet with us regarding concerns he had with the...

project, other than the delays that we've experienced. We have had significant delays due to weather. We also have a new plumber on the job and the customer has complained about his timeliness of completing the job. There were also some corrections that were made as some of the plumbing had to be changed. There were also some existing changes that we were in the process of making when the customer told us not to come back to the job. At this time the customer owes us the 95% of the plumbing draw and needs to allow us to complete the job. Any concerns about the plumbing are noted and will be resolved as appropriate. We feel at this time that the customer is in breach of contract and needs to allow the job to be completed. Thank you, [redacted], Owner, Sacramento Custom Pool, Inc

An appointment has been set up for Tuesday, September 15th to repair or adjust  the spa jets so that they will work properly.  We were trying to find a date this would fit in  with our current work schedule before the calls were returned. In response to the final inspection, that will...

be scheduled upon completion of the spa jets working properly.

I am rejecting this response because: When [redacted] finally responded to me via text message on Thursday 10Sep2015 to tell me they would be out to fix or adjust the spa I replied back within 30min with "Thank you. What time?" and I never again heard from him. When my husband and I came home from work Tuesday 15Sep2015 we turned on the spa but it appears to be no different than from before. My husband has called since then and I have also sent text messages to [redacted] asking him what was done, what is the status and we have not heard from him. We honestly do not know if he ever came out like he says because all we can go on is testing out our spa and seeing it has not changed, it is still the same. He does not communicate with us what so ever. We just want him to hold up his end of the contract and fix what is not working and get the final inspection completed. It appears that he will only respond if you go through the Revdex.com because he wants to keep his name "clean." We are very unhappy at this point and very frustrated.

I have attached the requested documents.  Dream Pools is the company taking over the job.  The contract termination letter I sent to Sacramento Custom Pools has the correction notice from the City of Folsom at the end.  The City of Folsom gave me as much documentation regarding the permit as they could.  Apparently the engineering plans are not allowed to be copied and distributed due to copyright laws, but you can see the exact plans that were submitted on this webpage: http://www.pooleng.com/Standard-Pool-Structural-Plan/av-53.aspx.  You can see that the plans were for a new pool and state nothing about the structural integrity of my existing pool.  In fact the new contractor had to demolish more walls in order to support the waterfall we are adding.  Sacramento Custom Pools did nothing in the way of talking to an engineer about our project, he simply bought the new pool plans online.  The sketch file is what is referred to in the contract as an addendum.Regards,[redacted]

Review: We have contacted the owner, [redacted], multiple times again and he answered the very 1st phone call, after that he has not answered or texted back, he must have forgotten our number and thought we were a new potential customer. We have been having issues with our spa since week one of it being turned on and operating it. The jets in the spa do not work properly and we want it to be fixed. When [redacted] answered the phone last week on Wednesday 2Sep2015 he said he would call my husband back tomorrow, so on 03Sep2015. He never called, we called him 03Sep2015 and again on 04Sep2015 and left voicemails and text messages for him. He has never called or texted back to give us any information on what he plans to do, or even come to the house to check out the spa for himself and see the problem. We paid thousands of dollars for this spa and it doesn't even work properly. Also when a project is complete there is supposed to be a final inspection he is supposed to set up. That was never done, we never heard from him stating the pool and spa was complete, he just disappeared. I filed a complaint once before on him and he asked why on Revdex.com, it's because he never responds to you unless you take an extreme route to get an answer apparently!!Desired Settlement: I want [redacted] to fix my spa so that it works correctly/properly and I want to know that everything is good to go with the city regarding the pool and spa. I never had any final inspection to my knowledge from the city.

Business

Response:

An appointment has been set up for Tuesday, September 15th to repair or adjust the spa jets so that they will work properly. We were trying to find a date this would fit in with our current work schedule before the calls were returned. In response to the final inspection, that will be scheduled upon completion of the spa jets working properly.

Consumer

Response:

I am rejecting this response because: When [redacted] finally responded to me via text message on Thursday 10Sep2015 to tell me they would be out to fix or adjust the spa I replied back within 30min with "Thank you. What time?" and I never again heard from him. When my husband and I came home from work Tuesday 15Sep2015 we turned on the spa but it appears to be no different than from before. My husband has called since then and I have also sent text messages to [redacted] asking him what was done, what is the status and we have not heard from him. We honestly do not know if he ever came out like he says because all we can go on is testing out our spa and seeing it has not changed, it is still the same. He does not communicate with us what so ever. We just want him to hold up his end of the contract and fix what is not working and get the final inspection completed. It appears that he will only respond if you go through the Revdex.com because he wants to keep his name "clean." We are very unhappy at this point and very frustrated.

Business

Response:

On November 9, 2015 the final inspection was completed on your swimming pool and spa project. The project passed it’s final inspection. This completes all aspects of the pool build, and everything is installed and working properly at this point. This should complete all of our communications regarding the pool and spa. Thank you.

Review: We contacted with [redacted], the owner of Sacramento Custom Pools, to build a splash pad in our backyard. The project was to start on 4/7/2014 and to be completed on 4/28/14. He didn't start the project until 4/11/2014 and It is now 6/1/2014 and the project is still not complete. Most, but not all, of the equipment is now installed but the splash pad does not work. We have already paid him 15,000 of the 20,050 dollars owe and he doesn't know what's wrong with the pad nor is he offering any suggestions on how to get it working. We offered to put him in contact with the My Splash Pad owner, who was willing to work through the problems with him over the phone. He will not answer his calls nor has he answered our calls or emails. The My Splash Pad owner is willing to send out one of his trouble shooters to try and fix these issues, but it is going to cost money to do this. We attempted to work out a financial plan with [redacted], but again he will not respond to us. We would like to move forward with fixing this issue ASAP so we can finish the landscaping of our backyard. Please let us know how to proceed.Desired Settlement: We would like this project completed and working properly ASAP and not incur any costs beyond our original contract.

Business

Response:

As of June 10th the Splash Pad is completely functioning as it should be. The issue surrounding the malfunctioning project was very difficult to diagnose. However, our business was responding to all calls and emails from the customer regarding his concerns, which were valid. The technical problem we faced was a very unique situation, but we were actively working on the solution every day, often behind-the-scenes communicating with other experts in the field. The Splash Pad company's fee would have been about $5,000, so we wanted to attempt to fix the issues ourselves before resorting to this measure.

Even though it took longer than originally planned, we believe the customer has the product they contracted with us for, and it is working great. They are completely satisfied with their project, and at this point we have received payment in full for it!

Review: The owner of this business, [redacted], is almost complete with building our pool and he has stopped responding to our phone calls. It has been over a month since we have heard anything from him, and his last response was a simple email that stated they would be at our house the following week to finish the last few items. Well we never saw any progress on our items the following week. He has not attempted to call us, even though we have a signed contract that has phone numbers as well as numerous calls from us to call us. We don't know where we are at in our process, we still cannot use our pool and we don't know when things are going to be taken care of because are are not receiving any phone calls. We are at a loss at what to do, no one is communicating and there is no other number to call for his business because his is the only one listed.Desired Settlement: I just want answers as to what is going on with my pool and an apology for the way he has treated us for the past month. I also want people to be aware of how [redacted] is conducting his business, not an A+, because as soon as he gets his money he forgets about you.

Business

Response:

We are truly sorry for not responding to your phone calls regarding your concern in a more timely manner. However, upon contacting you, we began work on the concern that you had regarding your auto fill not operating correctly. Our concrete team was scheduled to take care of it, and we believe at this time that everything is operating correctly in regards to your swimming pool. Tell us why here...