We made the sad mistake of purchasing a swimming pool from this organization just over one year ago. The pool cost just under $30,000 and was designed and sold as a turn-key project everything was to be included in the purchase except for the replacement of the sod around the finished pool. Let us tell you of some of our experiences:
1) Our home was new at the time of the pool's installation. Pools c/o Backyard Environments Eden Pools c/o Backyard Environments had to remove a section of our new cedar fence to gain access to the backyard. When Eden re-installed the fence, it utilized treated (non-cedar) fence posts. We complained repeatedly about the change to the treated wood Eden insisted on utilizing because it was not only cheaper, it wouldn't last as long and, it was a different color than our previously installed cedar. To date, Eden has refused to replace the post with cedar.
2) When Eden's irrigation subcontractor was working on the job, he was arrested and spent considerable time away from our jobsite while he was in jail (this fact certainly says a lot about the type of people that Eden entrusted my home and pool to). Any way, this individual was unable to reinstall/complete the system in a professional manner:
A. This individual did not own nor have access to the sounding equipment required to locate the underground wiring a common/required tool of the trade,
B. He combined the water supplies for the flower beds with the lawn heads so areas requiring differing amounts of water could not be maintained properly,
C. He spent a large amount of time drinking on the job (each night we went around my yard to dispose of the many beer cans he left behind),
D. He left large areas of the yard uncovered by the watering system, and
E. He installed the automatic pool fill incorrectly so that it did not work.
We repeatedly complained about the problems with this system for several months. Finally, Eden did return to reinstall the automatic pool fill (see 2e above) and did change some water lines in an attempt to isolate the flower beds. While this work did improve the situation somewhat, several lawn heads remained connected to the flower bed heads and a large area of our yard did not receive any coverage from the sprinkler system.
3) The automatic pool fill (previously mentioned in 2e above) stopped working about two months after Eden's reinstallation. When this shortcoming was discussed with Eden, we were told that Eden had many problems with this type of fill equipment and it had stopped using them in its pool installations. However, Eden did not repair and/or replace the unit on our pool (it still does not work).
4) When we were forced to install additional irrigation pipes and heads to fix the problems caused by the Eden-reinstalled irrigation system as described in 2d above, it was noted the pool fill line was leaking. Over the period of several weeks, Eden was unable to find the leak even with our instruction as to the leak's location. After Eden was unable to find and therefore fix the leak, we had another company come and fix the pool line. It is important to note that the pool fill line had completely separated at a poorly prepared joint (this should have been easily found). This joint, a pipe connector, was shown to us by our privately hired repairman it appeared to have separated from improper fusing of the joint when initially installed by Eden.
5) When Eden was attempting to locate the leak mentioned in 4 above, it utilized a pressure test of the lines. To complete this test, the pool return jets had to be removed. These jets are normally to be removed by utilizing a specialized male tool that inserts directly into the jet. The Eden workman did not have this common tool of the trade with him so he utilized a pair of channel-lock pliers and grabbed these fittings on the outside, thread portion of the fittings. Since these fittings were plastic, this action by the Eden repairman destroyed the fittings. He attempted to force the fittings back into their sockets and he left the job site. When the pressure was restored to these fittings, they fell off. When Eden failed to return to fix/replace these fittings, we were forced to go to a pool supply store to purchase five new fittings which we then installed ourselves.
6) Three months after the pool's installation, the deck joint sealant began to separate. When contacted, Eden stated this separation was normal. This disintegration of the sealant has not been remedied and has only gotten worse through time.
7) The diving board installed by Eden failed in a matter of months. Eden did replace the failed board but, when Eden re-installed the new board, it installed the supporting hardware incorrectly (the supporting wedges were installed backwards). After repeated calls to Eden with no response, we were forced to dismantle and then reinstall this board and hardware ourselves.
8) When reinstalling the board as discussed in number 7 above, a large amount of rust was noticed on the deck attaching hardware. We removed the washers, lock washers, and nuts and took them to a hardware store for replacement. We learned at the hardware store that these items were zinc, not stainless. These items had no business being installed anywhere around a pool, especially next to the water.
9) We have made repeated calls with requests to speak with Larry, one of Eden's principals. When leaving messages, we are always assured the messages are being forwarded to Larry but he doesn't return our calls to discuss any of the problems we have been forced to endure.
10) The Ray Vac has been a problem since its installation. During Eden's first repair visit, it was noted the Ray Vac had been improperly installed and Eden reinstalled it. Since this initial repair visit, Eden has returned and shortened the hose, then lengthened the hose, it has replaced the transmission on two different occasions, adjusted the pressure, replaced the pressure gage, and completed any number of adjustments and fixes all to no avail. To this day, the Ray Vac spends most of its time aimlessly circling the bottom of the pool in the same pattern.
11) The pressure gage for the Ray Vac mentioned in 10 above quit working. Eden returned and replaced the gage. The new gage lasted one day before the glass fell out. Eden has not returned to fix the gage.
12) Approximately two weeks after installation, one of the rope holders started to rust (these are installed under the waterline so these items should be made of a stainless material. Eden was made aware of this immediately as we knew staining would result. Eden did nothing to fix the problem as it said the required patch to fix would look worse that the rust stains being generated. Our pool has an area of rust staining the plaster surrounding this faulty hardware.
13) When installing the pool's two skimmers, the installer took his cutters and cut the nibs off the skimmer doors. When we asked why he would do such a thing, we were told that the doors are easier to install this way. These doors will not remain in the skimmers they are constantly loose floating about the pool. Eden has not returned to replace these doors. It's important to note that the manufacturer has "stamped" the proper instructions on these parts - at no time are they to be removed and the instructions say nothing about cutting a piece off of the doors. We have now replaced these doors.
14) There are areas in the pool where the plaster has fallen off. It appears the plaster was not thoroughly mixed as there appears to be some type of foreign, bluish rock behind the plaster failure. The rocks are about the size of an average thumb. Eden has not returned to remedy the situation.
15) There are other areas where it appears the plaster was not thoroughly mixed. For example, the entry steps have the most unsightly brown rocks about inch in size imbedded in the plaster. There are literally hundreds of these rocks showing in this area.
We could go on and on with this list but we're sure by now you have the idea. Eden Pools c/o Backyard Environments built a shoddy product and then refused to stand behind it. Case in point, Larry called several weeks ago and left a message on our answering machine. He stated that we were not to call his company any more and that his company would not stand behind nor fix/repair any of the problems. He stated, don't call us, you are on your own fix your own problems. We wrote a complaint to the BBB but Eden Pools chose to not respond to its inquiry.
At this point it's important to note that we have designed, built, and owned swimming pools before. We are certainly not pool neophytes we know what a quality pool looks and operates like. As a matter of fact, Eden was so impressed when it learned our last pool had been built by California Pools that it asked to borrow our blueprints. You see, they said it was their dream to be like California Pools and they wanted to examine that pool's design. Well, not only is Eden Pools not like California Pools, they went so far to refuse to return our blueprints (they said they overnighted the blueprints back to us but they never arrived and Eden refused to produce a tracking number for the package).
We have been forced to endure never-ending problems with this pool. We have been forced to purchase and install new mounting hardware for the board, we have paid for the repair of our irrigation system, and we have purchased new skimmer doors. We must purchase a replacement pool vac and we must re-seal our expansion cracks. There is no way we can fix the plaster flaws, purchase and install a new leveler, or replace the rusting hardware without spending great amounts of money. Bottom line, we've been ripped off.
What do we want? We want Eden to fix all the problems with this pool or to properly compensate us for the expenses we must endure expenses I might add that were caused through no fault of our own. To date, Eden Pools refuses to talk about fixing the situation.
Don
Trophy Club, Texas
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