Rondo Pools, LLC
123 Trinity Rd, Franklin, TN 37067
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Within our first year of owning our Rondo Pool, after purchasing it with our home from the original homeowners who owned it for one year, cracks developed and settling occurred in the concrete decking around the pool. When I called about this, the office initially expressed concern and sent Taylor, one of the service technicians/company representatives, to take pictures of the cracks and settling. At that time, the service technician/representative, Taylor, verbally assured us again that these cracks and settling would be included under Rondo Pool's warranty. However, he said the Rondo Pools office called him as he was driving to our home and told him to tell us that the equipment warranty, on the Pentair pool pump, filter and related equipment, was not transferrable to us as the current owners of the pool, per Pentair's policy. However, he assured us, the pool and decking was still covered by Rondo Pools' warranty.
After not hearing back from Rondo Pools in a few weeks, I called the office to follow up on Taylor's inspection of our pool. I was told by the office assistant that NO PART OF RONDO'S POOL WARRANTY WOULD BE HONORED. She said the pool warranty was not transferrable to us from the original homeowners. This completely contradicted and fell short of what we had been told several times by Rondo Pools' representatives and General Manager, Jeremy. When I asked to see supporting documentation that stated this in the original pool contract with the original owners, I was told that such information was confidential and could not be shared with me.
BBB complaints about this company also reflect the poor and dishonest business practices we have encountered.
Our initial experience with the owner and his sales person was positive and the vision that he displayed about our project was exciting. So much that we encouraged several of our neighbors to move forward with this company. I have to say that it went down hill from there. We were asked to sign a contract and pay 10% down on a place holder contract that had very little detail. We requested a meeting to review specifics about the project and pushed for a detailed proposal and have documented emails with confirmation about specifics that were included in the pricing. After handing over a check we only received 2 e-mails from anyone at this company over the next 3 months. At our next meeting the cost started to spiral out of control. Steve acknowledged that there were several errors in the original proposal but now the price would be 12% higher. We canceled our contract but now the business is refusing to give us a full refund.