Business ProfileforFlorida Pools and More

BBB files indicate a pattern of complaints concerning contract and service issue. Specifically, consumer complaints allege paying large deposits upfront for pool installation. Consumers state the company does not start or complete the agreed upon services within the timeframe promised during the sales process.  Consumer complaints allege difficulty when attempting to contact the company to have the services started or completed. Consumers declare that if they request to cancel services due to the lack of progress on the projects,  the business enacts a clause in their contract which states:  “ 10. Preliminary Costs.  Should Owner terminate the Contract prior to the construction commencement, Owner’s deposit shall be wholly retained by Contractor in satisfaction of Contract’s preliminary costs. Contractor reserves the right to cancel this Contract if Contractor’s representatives determine that the job, as sold, cannot be performed and/or will not afford proper installation.”

In addition complaints allege that consumers have received liens on their property for work that was subcontracted by BranRox, LLC due to lack of payment to the subcontractors. 

On March 12, 2019, BBB sent correspondence to BranRox, LLC dba Florida Pools and More requesting their voluntary cooperation in resolving complaints on file with BBB and providing steps it will implement to eliminate the pattern of customer complaints. On March 15, 2019 BBB received the following response:

First and foremost, we have and will always, do everything possible to do the best job we can for each of our valued customers. With that said, in most instances, there are many sides to every story. I would be foolish to assert that we are always right—we like all other companies make mistakes and when we do, we correct them to the best of our ability. Inversely, customers are not always correct and sometimes the answers they receive are not always what they wanted to hear.

Although I cannot comment on specific complaints as they were not included, I would like to reply in general terms to your letter.

With regard to construction time-frames and start dates, the building process has a lot of moving parts and there are times when things do not move along as fast as we would like. Weather, sub-contractor schedules and product availability are generally the culprits. Our job is to build pools and we endeavor to complete each project on a timely basis.

As far as a customer canceling their contract and requesting a full refund of their deposit, as you would imagine we are disappointed by their decision. Unfortunately, in most instances, there are preliminary out of pocket costs that we are entitled to such as permit fees, CAD drawing fees, engineering review fees, design, layout and consultation fees, sales commissions, as well travel expenses. Many times, these initial outlays exceed the initial deposit. The inference that we invoke a clause in our contract is really not fair. The reason for a contract is to protect both parties. I have attached a copy of our contract for your convenience.

Lastly, regarding liens, again without specific names, we cannot comment.

Thank you.

Dennis Martin