ComplaintsforGRN Pool & Landscape Ltd.

• Initial Complaint

  17/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 7, 2021 Proposal for 20X40 Concrete Pool with Built in 8X7 Spa Spill over with 8 Jets $178,422.92 included supplies and install of pool including stone coping and Automatic Pool Cover. November 17, 2021 - Payment of $35000 deposit. GRN committed to provide a completed pool by summer or early fall of 2022. The project started April 2023. The permit was approved and paid in full December 30, 2021. Topographical Engineering Survey and Permit approved and paid for March 23, 2022 Delay of project was blamed on the following: staffing turnover, concrete shortages, delay and ineffective response in communication with GRN with several excuses which include they did not have our cell number, change in their company phone system, and project manager. We terminated further service on May 29, 2024 due to the following reasons:-Failure to complete the project by 2022 with grace ****** into 2023.-Failure to communicate in a timely and effective manner. -Excessive add-ons billing for backfill. Miscellaneous add-ons without consultation and ad-ons that should have been part of the original quote to build a pool (i.e. charge for backfill).-Failure to communicate effectively with subcontracted trades, such as the plumbers, resulting in parts delay and plumber unaware of the pool requirements such as the plumbing for 4 spray jets along pool edge. -Inaccuracy of invoicing and additional costs added after the project had commenced. We were invoice for item that was billed directly to us by Engineer and billed twice for a job paid. At one point the invoice showed that we were owing $400,000.00 after we reviewed it and brought this matter to their attention, it took a number of weeks to receive an accurate spreadsheet of the accounting.-Poor concrete workmanship resulting in ground water infiltration entering into the pool and misaligned forms causing pool wall to be uneven.

  Customer response

  18/06/2024

  Hello ********,
  Thank you for your prompt response in addressing our complaint with GRN.  The last time we were in contact with GRN was through an email I sent on June 16 at 4:30PM (Pacific Time) to readdress our concerns and request the payment of the final invoice of $8224.00 to be taken out of the pool contingency fund with a request to refund for the amount of $5414.94 and the 4 unit Deck Jets, Bubbler lights, and Umbrella sleeve that were already paid for in full.  The refused to release the supplies to us even before we stopped service.  We do not trust their accounting practise and workmanship to complete this project.  
  Ive attached the contract dating April 17, 2021, along with the corrected spreadsheet  GRN refused to acknowledge their error and thought it was funny when we brought it to their attention that the project was more than $400,000.00 
  
  Please let me know if you require any further information to address this matter.  

  Business response

  21/06/2024

  We would like to respond to the complaint as follows:
  
  The proposal attached to this complaint was the initial estimate for which a deposit of $35,000 was paid on November 17, 2021. Since then, we have documented correspondence of approvals which were mostly segmented approvals as the work progressed on the pool project. We sent requests multiple times for the overall proposal to be approved but there were continuous revisions being requested to our proposals.
  
  We have signed authorization (attached-Permit Authorization) from the customer to apply for the pool permit dated November 17, 2021. The permit was applied for and was issued by the city on July 27, 2022.
  

  On April 19, 2023, excavation for the pool started and on April 20, 2023, we have a signed document (attached-Pool layout approval)from the customer approving the location of the pool layout, baha shelf, stair configuration and pool depth.
  
  Subsequent to this meeting, on May 12, 2023, a revised proposal (Attached Estimates-#*******) was sent to the customer as many changes occurred since the previous proposal from 2021. This proposal was again re-sent on November 11, 2023, approval for which we have not received.
  
  We continued with the project based on verbal agreement and the estimate sent to the customer on May 12, 2023 - estimate #******* (attached-estimates)and have based all of our accounting statements since then on this estimate.  
  
  In the meanwhile, the project continued with requests for changes and updates along the way, reference email dated May 23, 2023, along with change order (attached Estimates-#*******-attached). Approval for this was received via email on May 23, 2023 - stating "Please go ahead with the pool and spa wall bench".
  
  June 1, 2023, another proposal for decking was sent via email (attached-Estimates-#******-attached), reminder sent on June 7, 2023, and another reminder sent on June 29, 2023 (attached). In addition, we outlined our difficulties in obtaining concrete and requesting payment of Invoice - INV-5578 for work already completed on the pool. Another reminder sent on July 11, 2023 (attached), regarding the proposal for pool decking. Proposals for decking and coping resent on August 18, 2023. This is a demonstration of just one aspect of the pool project, where we have had ample communication with the customer, who withheld approval for us to go ahead with work as outlined in our proposals but expected work to get done without approvals or payment of our invoices in a timely manner. This pattern continued for approvals on all other areas of work like tiles and backfill, which delayed the overall progress of the pool project severely. To say that we lacked accountability or delays is quite an understatement, as the delays were from the customer and not GRN.
  
  As of October 25, 2023, the customer was still debating cost as it related to the backfill for their pool. Another reminder was sent on November 23, 2023, asking for approval on backfill. Another reminder was sent on December 5, 2023, saying we were ready to go ahead with the backfill. December 7, 2023, a schedule was decided upon to begin backfilling, however the tile section was still not approved. Furthermore, we were requested to delay as the customer was not ready and so we had to reschedule. This again caused delays in our progress and our entire planning schedule. This project is one of many and so our time and scheduling with other projects are affected as a result of this, let alone costly repercussions for us to reschedule with our suppliers.
  
  As of June 11, 2024, we responded via email addressing the customer's queries with regard to invoices as they pertained to Geotechnical Engineering Services, Foundation bearing and rough in plumbing. As of that date an outstanding of $8,224 was overdue for work already completed on the pool project with an amount of $13,638.94 still remaining from the deposit amount available to be applied to future invoices.
  
  Since that date we have drawn up a final statement with all outstanding dues attached which reflects $8,224 as outstanding in addition to the application of the cancellation fee. What is owned now is $11,389 as final payment to GRN Pool and Landscape Ltd.
  
  We will outline those numbers below and attach a complete final statement for reference:
  Approved contract: $168,039.36
  Total billed from contract: $73,557.75
  Additional work & change orders: $33,162.64
  Cancellation fee - 10% (of above contract) $16,803.94
  Deposit paid -$35,000
  Additional payments applied -$77,135.35
  Total owing to GRN: $11,389.00
  
  The bubbler lights have already been installed as per email correspondence from the customer confirming this ************************* on May 8, 2024 (attached email for reference). In addition, we have delivered the four deck jets to the customer on April 15, 2024, attached is a photograph to prove that this was delivered to their site.
  
  This is our desired outcome - once the outstanding amount of $11,389 is paid by the customer, we will drop off the umbrella sleeve to the customer.

  Customer response

  26/06/2024

   
  Complaint: 21858428
  I am rejecting this response because basis of our complaint is to make you aware and address the challenges weve faced since the start of the project so that you will consider our desired outcome and to walk away without harming GRNs reputation further.  After reviewing your response, we would like to clarify the following items and provide proof why we chose not to proceed and approve your proposal:
  1. On the May 11, 2023 proposal states 2 X Hayward Wall skimmers and there is only 1 installed into the pool. See photo. Note the corrected concrete added below the skimmer to straighten the wall -see photo. Why were we quoted for 2 if only one was installed?
  2. Exclusions outlined in the proposal does not state backfill.  In order for the plumbers to proceed, backfill was required for the next step to occur.  It is up to GRN to complete this job as a part of project proposal. The delay was the correspondence over why we were being charged.  We completed the backfill to prevent further delays.
  3. Plumbing work was to go ahead but there was ongoing delays.  Plumbers were ready to go when they were onsite to do the pressure check; they were waiting on GRN to give them the go ahead.  When we questioned GRN, we were told directly not to speak to their subcontractors.  In addition, the plumbers were not given the updated information about plumbing for the 4-deck jet installation and didnt plumb for this change.  We had to bring this to their attention.
  4. We requested an updated pool layout design when changes were made to our proposal.  We have yet to receive one leaving us to delay approval on proceeding. An updated layout would have allowed us to verify with the subcontractors of the proposed design.
  5. Poor concrete work resulting in us questioning how this will impact the next step of tile tru-up, pool plaster, and tile work.  See photos and a video of the warped pool wall, exposed rebar, multiple concrete air pockets, cracks resulting in ground water seepage into the pool.  In addition, the deep end pool wall bench height is wrong leaving an adult to be sitting underwater if the project was to be completed as is.
  6. Misinformation: Bubbler lights have been installed; however they are not and are currently at their supplier. Email:  May 14, 2024 to project manager. The bubbler rough in are installed but there are no lights installed to this day.
  7. Continued error reported on spreadsheet. Contract total on spreadsheet: $168039.36.  May 11, ************************* ********** states $167205.57.

  The delay of payment has been the result of our concerns and questions not being addressed to our satisfaction.  We can afford to put in a pool and will pay when the quality of service is delivered, the accounting is accurate, the proposal items are correct, and   workmanship is done to code. 
  Desired outcome:
  Payment of the final invoice of $8224.00 to be taken out of the pool contingency fund with a request to refund for $5414.94.
  To receive the bubbler lights (paid for) and no evidence of installation send photo of installed bubbler light.
  Currently, repairs are being performed on the poor concrete work completed as outlined in the photos.  This amount has not been finalized and will advise you with the cost of time and labour to correct the deficiencies of the concrete work if our desired outcomes are not met.
  Sincerely,
  
  Cameron & ***********************

  Business response

  28/06/2024

  We would like to address each question as below:
  1. Answer: The extra skimmer was removed due to a design change in the swimming pool the customer added a baha shelf, this in turn shrunk the size of the pool, as a result there was no need for two skimmers for water flow.
  2. Answer: Please refer to our email dated October 25, 2023 (attached), wherein the backfill was clearly addressed.Again, this customer stalled our construction process by assuming they knew better on how to construct their pool. We clearly stated that the backfill exercise would be a minimal charge for machine time only and not for material. Over and above, we were working on segmented approvals, as they had not until that stage approved the entire pool proposal. They conveniently forgot to address the discounts we offered them of $3,700 towards haulage which we did not charge them for. We also performed all the sub-grading for the pool decking, between the house and the pool. This landscape work was extracted from our excavation operator who moved fill ****** away. None of this was included in our original proposal. These charges work out to be in the region of $6,000 and is yet to be invoiced.
  3. Answer: Please specify who the plumbers were in this instance? As GRN did the plumbing and as such our staff completed the plumbing work on time and as allowed by the customers schedule. There is sufficient correspondence from December 12, 2023 to February 8, 2023 (attached) regarding scheduling changes and requests. There were multiple delays by the customer and some instances due to harsh weather. In addition, we were delayed as a result of illness faced by the customer adding to further delays. We were finally allowed to visit the site on March 14, 2024 (copy of email from March 13, 2024 attached). As you will see, we were ready to proceed as of December 2023, but due to delays as outlined above, we had to direct our crews to other projects due to this occurrence and changes in the customers schedule not GRNs fault.
  4. Answer: Please refer to Pool Layout Approval previously attached as approved on April 20, 2023. There was also significant documentation from the city with approved drawings on site for reference by the customer.
  5. Answer: These photos are misleading as they show the pool at a rough-pour stage. Again, we would like to point out that the customer is not a professional in pool construction and as such are not in a position to make arbitrary statements as they have above.If they had been consistent in working with us and our process, they would have seen a beautifully finished pool and spa. Instead, they refused to make decisions along the way for a smooth completion of their project, significantly we would like to point out that they did not sign off on tile selection, for which we followed up at least eight times. This would be around the time of the rough-pour stage.
  With regard to the deep end bench again we would like to point out that the customer is not a professional pool builder and as such is not aware of our process or are in no position to make arbitrary statements for work completed by us. The pool bench is at an unfinished stage and still has work like tru-up and plaster that would go on top of it bringing it to its finished stage. GRN was not given the opportunity to finish the project.
  6. Answer: There is no misinformation Bubblers have been installed and confirmed as per customer correspondence of May 8, 2024, the lights were not invoiced and as such have not been delivered.Deck jets are already on site as per our previous communication where we provided a picture. The Umbrella sleeve is pending and as outlined in our previous communication will be dropped off once we receive what is owing to us.
  7. Answer: The amount of $160,037.48 (pretax)is identical on both the proposal. The spreadsheet is a reflection of our accounting system that calculates taxes, accordingly, arriving at a total of $168,039.36.
  INV-5532 was a towards rough-in plumbing work that was completed and as such due for payment (overdue in fact as it was invoiced on April 15, 2024). As outlined above and consistently throughout our communication with the customer, they agreed to work with us based on our proposal EST3880302. There is sufficient correspondence to support this claim. As such we have applied our cancellation fee as stipulated by that proposal. As outlined in our previous correspondence a total amount of $11,389 is owed to us. We are willing to waive the discount offered to the customer during the course of our work with them amounting to $3,700 towards haulage. In addition, there is still the outstanding fee of about $6,000 not yet invoiced for sub-grading between the pool and the house for the pool decking that has conveniently not been addressed and is still owing to GRN.
  We believe this is a fair settlement as we have already wasted enough time and energy on this project that has left us at a significant loss far exceeding the above mentioned amounts owed to us.

  Customer response

  28/06/2024

   
  Complaint: 21858428
  
  In response to your message dated June 28, 2024, there are a couple statements stating we are not professional pool builders, and you are correct; however, we have taken it upon ourselves to seek feedback on the work completed so far from 2 professional pool builders, accredited by the BBB, for consultation purposes without bias.  We were informed by one professional, with of over 30+ years in the pool building industry, whoever completed the work made a mess. In addition, another report from a different professional pool installer reported deficiencies as well.  With this information, we did not have the confidence and assurance that the project would be completed without the extra unexpected add-ons being charged on top of the quoted proposal.  The pool would have been completed but based on our experience with communication and response, we felt that if an unforeseen problem were to arise after the project file closed, we wouldnt receive the service to address the matter especially after reading prior complaints filed with BBB. Clarification to the 7 items you responded to:
  1.If the extra skimmer was removed due to the addition of ********** dated May 1, ************************************ the May 11, 2023 proposal?
  2. It was clear, agreed upon by both parties, and written into the original proposal (attached) that no disposal or haulage was necessary as we had the property to take care this item. There was no haulage and to later charge for this work is absurd.
  3. Plumbing for the pool began Dec 7, 2023 and was completed April 15, 2024 taking over 4 months.  Due to harsh weather and illness email (Feb7,2024), with 2 week delay, the email (Feb 26, 2024) stating the back fill was completed. NOTE the email dating April 11, 2024 stating the plumber S was not advised of the deck jets.  Stating you were allowed to visit Mar14 is wrong and was used as an excuse to explain the delay.  Regardless, the plumbing should not take over 4 months to complete with miscommunication of missing the rough in for the 4 deck jets.
  4. The pool layout documented on April 20, 2023 was a rough drawing not showing the dimensions and specific measurements of the Shelf and Hot Tub.  The layout showed no deep end wall bench and dimensions.
  5. If we had an updated layout, perhaps the pool bench would have been the proper height so that 6 inches of concrete would have to be done to correct it as reported by one of the  professional pool installers.
  6. See INV 5521 Deck Jets X4, Bubbler LED X 2, Umbrella Sleeve, and Pool & Spa Benches bought and paid for.
  7. Please review the spreadsheet again and compare to proposal.  Taxes were included in both.
  Our desired outcome remains the same:  
  Payment of the final invoice of $8224.00 to be taken out of the pool contingency fund with a request to refund for $5414.94. Bubbler LED X 2, Umbrella Sleeve to be received.
  Currently, repairs are being performed on the poor concrete work completed as outlined in the photos.  This amount has not been finalized and will advise you with the cost of time and labour to correct the deficiencies of the concrete work if our desired outcomes are not met.
  
  Sincerely,
  
  ******* & ***********************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 6th, 2023, we signed a contract with GRN and paid a $22,000 deposit for a project worth nearly $140,000. However, on March 15th, we were informed of the need for a topographical survey, causing delays. Pool permits were only submitted on July 13th due to their delays. Despite promises of a 46-week timeline, permits were only obtained in November, costing us an additional $3,500. Communication was poor, with little response from GRN regarding project timelines. Price increases were mentioned due to permit delays, but no progress was made. Attempts to contact ****, one of the owners, were futile. Excuses were given when negative reviews were brought up. We canceled the contract but were initially told we'd have to pay for the shell in their warehouse. After disputing, they offered a partial refund, but the amount decreased from $5,700 to $2,700, which we won't receive until May. We demand a refund as per the contract terms. This company engages in unethical practices; avoid signing with them.

  Business response

  03/04/2024

  Please find attached our letter in response to this complaint in addition to a copy of the contract between GRN and ***************************.

  Thanks,

  *********************

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: It had been over 1 calendar year since signing our contract and giving the deposit without a start date.When I spoke with ******************* on the phone, we were given a tentative walkthrough for in the spring but as it was March without a date, and I was told they could not guarantee we would have a pool for Summer. We were also informed that due to how long it had been since contract was signed there would be price increases,which the reason for delay were their engineers which I have in email correspondents from GRN; in their correspondents ******************************* (from GRN) mentioned their engineers were backed up and we were inline which is why it took from April to July for submission of permit application. Then upon me following up in Sept/ Oct I was told the same response that their engineer needed to give more information, but it would be completed that week. 

  They are mentioning my emails, of course I was being positive as I was still being optimistic that this would be completed. There are a number of factors that lead to our cancelation which started from all their delays,and lack of dates being provided; the no start date but wanting us to sign for a higher price contract, being told that there was a price increase on tile when the distributor informed me the chosen tile was the same price as the tile quoted and reading reviews that reflected the similar experience that we had received. The email correspondents show they responded when I reached out, but the contents of the emails are that they cannot give me a start date, or about the tile which was mainly with someone from Daltile that they were cc'd on. 

  Please refund us the $8,131 which is our $22,000 deposit less 10% which more than covers what costs were acquired due to the drawn-out engineering for the permit and the surveyor costs. What we are asking for is not outlandish, as we have had to pay over $3,500 for other permits along with the deposit amount. During this cancellation of contract they have offered us 2 different amounts, and when I questioned the initial offer they lowered it. I attempted to get ******************* on the phone multiple times to discuss this amount they have offered us, however we would not ************* or return them. In good faith I have removed my review which had my opinion of our experience that GRN found to be defamatory, which is reflected in other reviews on GRNs ****** reviews. 

  Sincerely, 
  ***************************

  Business response

  16/04/2024

  This is in response to the message sent on 4/4/2024. Attached is our response dated April 16, ***************************************************** our attached letter.

  Customer response

  16/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally hired GRN to install a pool in 2020. It was finished in December 2020 and we immediately complained about the liner not being installed properly. It was bubbling in the corners and there were creases in the shallow end. The water also drained out of the pool the first time they filled it. They attributed it to a leak in the strainers at the bottom of the pool. The liner was never repaired properly and is now faded where the water meets the liner. They installed tiles around the pool but never filled the grout lines in with sand. They finally came out the following spring to fill the grout and ended up cracking quite a few tiles. They said they would order replacement tiles and install them as soon as they were in. They have yet to come back to install. We also noticed last year that there were large gaps under the tiles surrounding the pool that needed to be filled. We brought this up in the spring of this year and they said that they would come in the fall to repair. They had booked an appointment to come out on September 19th. No one showed up and no one called. I tried to get a hold of the office but no answer. I finally got a hold of someone and they said they didn't know why someone didn't show up. They rescheduled for October 1st. and again no one showed up and no communication. We have also had issues with our pool heater which keeps shutting off and showing an error message of Check Flow. It has been an absolute nightmare dealing with this company. Their communication and business practices are horrible and that is why were are resulting in contacting BBB to help us resolve our issues. This is the outstanding items 1. Cracked tiles around pool 2. Gaps under tiles need to be fixed 3. Pool liner needs to be replaced / repaired 4. Pool heater continues to have flow issues and needs to be repaired.

  Business response

  18/10/2022

  To whom it may concern,

   

  Its been a tough couple years for both labour, materials and staff missing work due to sickness of staff and family members.

   

  We have filled underneath the tile around pool.   The tiles finally came in today and will be installed shortly. 

   

  The heater issues is because the filters need to be cleaned and we did service this at no charge.

   

  The liner was made to a very non standard bottom ,  places where there is extra material in corner of stairs which are a common there.

   

  We do apologize for the delay and communication it has been a very difficult time and we have worked very hard to make thing better.

   

  Thank You

   

  *****

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired GRN pool and landscape back in Aug 2021 and gave them a deposit of 36,600$ in September 2021. Once we have the deposit we didn’t hear from them for months, no updates or follow ups. We live in a tricky spot and was worried about permits etc. Andy assured us that he “has done many of these and it’s no problem at all, he will be able to do what is necessary to get the permits he needs as he’s done much harder places in north van etc”. Permits were never obtained properly and his staff had no idea what she was doing when she applied for the permits. The city even wrote back advising that they won’t even look at the application as no proper steps were followed with the application. This is after me having to call and call repeatedly to get updates. After all said and done it turned out that the permit process was way too much and it we weren’t certain we would even get it so we decided not to go through with it. Andy then said he could help us out and get us an above ground pool. He sent us a quote and still had our deposit. We didn’t hear from him again after many attempts to get a hold of him regarding the above ground pool so we decided not to go ahead as he wasn’t reliable. We then requested our deposit back. It took months! Once we got two cheques finally in the mail one was post dated for 3 weeks later! I wrote him an email explaining how terrible their service was and how I didn’t agree to the delay in our funds as well as other things I wasn’t happy with with their company. He wrote me back and basically turned the whole thing around and then asked me to DELAY on depositing the remaining deposit as the cheque wouldn’t clear. We were going away so I delayed it a week. It has now been 2 weeks past the cheque date and I have been calling to find out when I can deposit and this chq will clear (I don’t want the *** fees), I got an email today telling me they will email me when it’s “safe” to deposit. I am out 16,500$ right now and Andy is no longer answering

  Business response

  19/09/2022

   

  To whom it may concern,

  
  I do not want to make this a forum of a he said she said. 
  We do want to keep this as per the agreement signed by both parties.
  In processing this pool permit, it was very difficult and one of a kind that we have not seen before, GRN  spent a lot of time trying to navigate the requirements and how to proceed and complete the permit. 
  In the end we provided a new proposal for the  homeowner wanted a high quality above ground type of pool.  This is not something that we have ordered or installed but wanted to try and help this customer get a pool.  Our supplier recommended a pool which would meet the requirements.   We reserved the pool as per the homeowners request due to not a lot of availability to this product. We where still trying to find some options from the supplier that would provide inground stairs and so we were waiting for the parts required and time frame for these parts to complete the pool.  This process took a lot of time due to the response time from manufacturer.
  Our contract is very specific on charges that will be applied if the contract is terminated, yet we did not charge them these penalties. Listed below is our termination of agreement listed in the contract.

  
  Termination
  If the customer terminates this agreement prior to commencement of construction by the pool builder, the customer shall pay to the pool builder 10% of contract price set out in Proposal plus all costs and expenses incurred by the pool builder with respect to the project up to the date of termination.  If the customer terminates this agreement following commencement of construction by the pool builder, the customer shall pay the pool builder, in addition to any outstanding amounts owing to the pool builder pursuant to this agreement, 10% of the contract price (excluding any part of the contract price already paid by the customer) plus all costs and expenses incurred by the pool builder with respect to the project up to the date of termination.  Failure by the customer to pay any amounts owing to the pool builder within 14 days after due date will, at the pool builders option, be deemed to be termination of this agreement by the customer.  The amounts set out above will be on account of the builders liquidated damages and will be in addition to interest and legal costs payable by the customer pursuant to this agreement.
  
  
  
  Email Sent
  ** *** *** ***** ** **** *** **** ***** ***************** ******
  Good afternoon ***,
  
  I am following up with you regarding your email and your post-dated cheque. 
  
  We ask that you please wait to deposit the post-dated cheque dated for tomorrow, until the office can confirm the funds will clear.  We had to secure the above ground pool to help you and then when you cancelled, we had to find someone to purchase this pool from us. Therefore, we had to write you a post-dated cheque. Again, we do not normally install above ground swimming pools but did offer this service because of what you have had to go through with your extensive permit process. 
  
  “We do feel badly that you feel we are to blame for your extensive pool permit process.  Just so you are aware, between myself, Caroline, and Racquel, we have all had many zoom calls and meetings with First Nation band representatives and the archeology society, structural and Geotech engineers and environmentalist regarding the Fraser river requirements all to try and get your swimming pool permit. I was very forthright in explaining we had not done a permit like this before, but we were willing to put the time and effort to help achieve your goal of having a swimming pool. 
  
  After many zoom meetings and phone calls with the archeology society, almost a year later you shared information that you did not give us when we started this process. None of us were aware of the historical locations and extensive details because you did not share these very important components at the time of starting this process. You then provided this information on March 28, 2022, via email and referenced that you have found arrow heads and other First Nation artifacts while just digging in your garden. This is not usual occurrences for us as a pool and landscape company.
  
  In concluding with the real facts of your property, the costs of proceeding with the pool permit, the archeology society clarified that these costs could exceed in the 100 of thousands,  we fully supported this would not be practical for you to proceed with. The office time and money that was consumed by this project is far more costly than the city permit paperwork. 
  
  Any swimming pool company would of certainly shied away from this permit process and even with the extreme amount of work we have booked for the next 2 years, we still wanted to help achieve yours and Shane’s dream of having a swimming pool in your beautiful back yard. In hindsight if we had the proper information, we would not have moved forward with the project or the permit process. 
  
  I do apologize and feel badly for the outcome, but we have not charged you for any of the real time and meetings our staff had to put into your project, nor the above ground we secured for you.  if anything, we stayed the course and strongly feel we went above and beyond, what any other company would have done to help achieve your dream of having a swimming pool.
  
  The office will forward your statement Tomorrow and will update you when you can deposit your cheque to ensure the funds will clear.
  
  we wish you both well in all your future endeavors.  
  
  Enjoy the rest of your summer. “
  
  

   

  On September 9 the cheque cleared for their balance of the deposit minus the engineering and geotechnical report paid by GRN Pool and Landscape total of $4680.32. 
  
  Regards
  
  Chris G****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩