This is the original BBB report: Went into contract for a new pool on July 3. Todate the pool is not finished. Won't return calls or give definate answers. Went into contract on July 3 for a new pool. Gave a $3,000 deposit. Was told that the pool would be complete by end of August. After several calls to the company on when they would begin construction they finally did on August 8th. During construction they broke my fence in 3 different places, ripped out my irrigation system, broke the pipe to the irrigation system on the conservation land right behind my home, and completely ruined my neighbors back yard with their equipment. I was given promise after promise on when the completion of the pool would be. I recently found out that the retaining wall failed the engineers inspection. Called several different people at the company (construction manager, sales manager and company phone) and kept being told that someone would be out there the next day. No one would ever show up. Called construction managers cell, managers cell as well as company voice mail Friday the 14, Sat 15th, Sun 16th and Mon the 17th. I informed all parties that the pipe that they broke on the conservation area behind my house was flooding the area and needed to be fixed before a sink hole was established.
Was finally given a call back on Mon afternoon from the construction manager saying that he had been aware of the broken pipe and meant to fix it. He also informed me that someone would be there the next day to take care of the problem - todate (September 19) no one has come to fix that or any of the other issues. I have a half done pool that has now turned into a green mosquito infested swamp. I have requested several times for them to come and drain the shell that they have built and am only told time and time again that someone would be there - only to have NO ONE show up. Had to take the day off of work to allow the electrician into the home to access the electrical panel - he showed up on Monday, Sept 10 and only ran some wires on the outside of the property - never came into home to run the electric. This company has failed to deliver what they had promised, they will not return calls, will not commit to a completion date, has not fixed any of the broken items that they broke and mostly has not completed the construction of a fully paid pool. However they did take and cash the full payment of $33,000 for a pool that I do not have. Furthermore, was told several times by the sales manager that they were BBB certified and was even given documentation showing that - only to see on this site that they are not.
This was their rebuttal: Mr. Hxxx was notified permitting could not begin until we received his property survey. The start of Mr. Hxxx permitting process was delayed by Mr. Hxxxx by not providing a survey. Nationwide's office staff placed several calls to Mr. Hxxxx, his builder, and his title company trying to track it down for him so he would not have to pay for a new one. The survey was finally provided by the title company two weeks later, allowing Nationwide to start permitting. Mr. Hxxxx was notified this was going to delay the start of the project beyond original projections. Mr. Hines was notified his fence removal for access and underground sprinkler lines were his responsibility. The retaining wall did not fail due to sub-par quality, in fact Nationwide received comments praising the quality of the wall. The inspector simply asked Nationwide for an additional wall permit, despite the wall being on the original pool plans. Nationwide submitted the paperwork immediately, and resumed work the very next day it was ready.
This caused a delay of a few days, and Mr. Hxxxx was spoken to on every business day, updating him on the status. Mr. Hines was notified and signed paperwork acknowledging his irrigation lines may be damaged. Our equipment went through his neighbors yard because that was the access point arranged by Mr. Hxxxx. Mr. Hxxxx asked us if the equipment would damage the grass and he was told yes. Nationwide' Call Log shows Mr. Hxxxx was spoken to on Friday the 14th and Monday the 17th, keeping him updated. The office is closed Saturday and Sunday. The pipe in the conservation area, although not Nationwide's responsibility has been fixed for a while, Mr. Hxxxx just didn't realize it. When asked about draining the pool, he was notified that at that point in construction the ground water needed to rise in the shell, and it would be cleaned out and sealed prior to the interior being finished. The electrician doesn't always know if the wiring has to go through the home until the wiring is being done. It wasn't necessary on that day, and Nationwide apologizes if this caused an inconvenience. Nationwide did tell Mr. Hxxxx that they could not give him a exact final date (due to weather and inspections), however we was told approximately when it would be finished. His pool has been under construction for 7 weeks, and will be completed next week. He was told to allow 8 weeks for completion. Finally, it was never told to Mr. Hines that the Tampa branch was "certified" with the BBB, just that we are rated by the BBB.in fact, he was given a copy of our paperwork with the BBB so there would be no misunderstanding. Nationwide has always been polite, responsive, and professional with Mr. Hines, and will continue to do so.
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