News13 exclusive: Pool company with history of unfinished work says its closing

Savannah Denton
·2 min read
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MYRTLE BEACH, S.C. (WBTW) — A Myrtle Beach-based pool company that’s left more than $400,000 worth of work unfinished told customers in a letter on Sunday its shutting down.

“We are currently in the process of closing our business Cascade Custom Pools, but first we want to take care of our existing customer base,” the letter opens.

News13 was provided a copy of the document entitled “pool completion agreement” by a one-time client of Cascade Custom Pools as part of our ongoing investigation. The letter said the customer would have to pay an extra $23,000 to Conway-based contractor Quality Pools and Spas.

“We prepared the amount it would take to close out your project and have you swimming within 45 days of signing and agreeing to the terms outlined,” the letter states. “We have taken into account the cost necessary to complete the project, versus the cost it would potentially cost you to hire an outside contractor to complete the work.”

<em><strong>Cascade pool completion agreement</strong></em>
Cascade pool completion agreement

The letter is signed by Cascade Custom Pools president Christopher Harrington and Quality Pools & Spas president Bill Seay.

It wasn’t immediately known how many other clients received such an offer. Since first reporting on Cascade Thursday, News13 has identified at least a dozen families who say they’re out thousands of dollars.

<strong><em>Cascade pool completion agreement </em></strong>
Cascade pool completion agreement

The Better Business Bureau said it found 13 closed complaints within the last year, but none of them were resolved. Cascade had an “F” rating with the BBB.

News13 first started calling Cascade in March, to no answer. A reporter then went to their office on American Way in Myrtle Beach, only to find the door locked with a note saying “by appointment only.”

We’ve reached out multiple times since then. Late this week, News13 finally heard back from Cascade owner Chris Harrington, who said there are issues within the company but claimed they are “actively working to find solutions.”

“All of our homeowners are going to have an email, either by the end of the day tomorrow or Saturday at the latest, kind of what our plans are,” he said.

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Savannah Denton joined News 13 in July 2023 as a reporter and producer. Savannah is from Atlanta, Georgia, and is a graduate of the University of Alabama. Follow Savannah on X, formerly Twitter, and read more of her work here. 

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Adam Benson joined the News13 digital team in January 2024. He is a veteran South Carolina reporter with previous stops at the Greenwood Index-Journal, Post & Courier and The Sun News in Myrtle Beach. Adam is a Boston native and University of Utah graduate. Follow Adam on X, formerly Twitter, at @AdamNewshound12. See more of his work here.

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