BBB Business Review

This Business is not BBB Accredited

Atlantis Custom Pools

Phone: (407) 529-7981Fax: (407) 440-3291View Additional Phone Numbers3904 Moorings Ln, OrlandoFL 32810-2866http://www.facebook.com/atlantiscustompoolsinc/timeline?ref=page_internalView Additional Web Addresses

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BBB Accreditation

Atlantis Custom Pools is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised Atlantis Custom Pools' rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Advertising / Sales Issues0
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Atlantis Custom Pools

Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
07/07/2015Guarantee / Warranty Issues | Read Complaint Details
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Complaint
Pool deck paint has failed twice in 2 years.
New pool completed in June 2013. Deck has had to be repainted since then. Paint has failed again. Was told by Atlantis Pools that it is my fault for using cleaner on the paint. I have never used anything other than a garden hose to rinse the deck down. Was also told by the Atlantis Pools that when the deck was originally painted, it rained the night before it was painted and the concrete was not completely dry when it was painted. I was told by the owner, Mike M*****, that the paint manufacturer gives a 1 year warranty on the paint and Atlantis pools gives a 3 year warranty. It has only been 2 years and they are refusing to honor their own warranty.

Desired Settlement
To have a third party repaint the deck. I do not want them at my house again. Very unprofessional person.

Business Response
Mr. **** notified me of an issue with his deck paint approximately 10 months after his pool was completed. After examination of the deck and review with decking contractor used for the painting, it was determined that moisture could be cause of the fading paint (oxidation). Without any hesitation to the possible cause of the issue Mr. ****'s deck was repainted at no cost to him. After approximately another 11 months since the deck was warranted, the paint (from another manufacturer) has oxidized. This time a little more investigation into the matter has reveled that the most probable cause of the failure both times is a cleaner or solution with a high pH that has broken down the UV inhibitors in the paint causing the oxidation. This is not just an assumed position but rather evidence present at the job site. Photos taken by me and shown to representatives of both manufactures. First Mr. **** has two colors on his deck, one white and one of a pinkish hue. The white was not repainted the first time, it had not faded or come off by rubbing it with your hand or foot. The pink hue was repainted the first time and was coming of by rubbing it, this is what happens when a paint oxidizes. Had the deck been to wet to paint the first time, all of the paint would have done this, because it would have been thinned with water on the deck and therefore been applied to thin to have any durability. Now after 2 years the white has failed as well. A cleaner or other solvent would have broken down the UV inhibitors and taken longer to oxidize the white because of its natural reflection of the all light rays in the color spectrum. The pinkish hue color in the deck failed more rapidly because of its natural absorption of red in the color spectrum. Other evidence of a solution being used is oxidation under placement of rugs. The paint should not have oxidized under his rugs, unless a cleaner was used on it. There is lack of oxidation on the paint outside of screen where the paint receives direct sunlight, unfiltered by the screen. This should have oxidized worse being directly exposed to the sun. Rather it as if cleaner was not used directly on it, but diluted run off or none at all. I have been in the pool business for over 20 years and seen hundreds of pool decks, the texture of the deck does not allow for it to be spotlessly clean as Mr. ****s without the use of a cleaning aid of some sort. I clean many of my clients decks for them and cannot get a painted textured deck that clean with just a garden hose.
I have never had to repaint any of my clients decks in 9 years of pool constuction, wet or dry, and use premium paints that have never had a warranty claim. Mr, ****s first coat was done with Porter Paint, we only switched the second coat as a precaution of a bad batch. The second coat came from ColorWheel, now Sherwin Williams. Both manufactures are well above industry standard paint quality. Another problem with Mr. ****s deck are tiny holes in a very small area of the deck. Again the issue here is one of a solvent penetrating the paint and attacking the cement underneath and causing the paint to release from the deck. Paint failure would come of in flakes not small dots.
Mr. **** was advised if he wished to pursue the matter further, who the paint manufactures were.
Atlantis Custom Pools did warrant Mr. ****s deck the first time without question, but will not warrant the deck paint a second since it is clearly not a defective product, but rather end consumer abuse.



Industry Comparison| Chart

Swimming Pool Contractors, Dealers, Design, Spas & Hot Tubs - Service & Repair, Spas & Hot Tubs - Dealers, Swimming Pools - Maintenance

Additional Information

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BBB file opened: 08/03/2006Business started: 03/24/2006
Licensing, Bonding or Registration

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Department of Business & Professional Regulation
1940 N Monroe St STE 50
Tallahassee, FL 32399-0750
(850) 487-1395
http://www.myflorida.com/dbpr

Orange County Business Tax Receipt
http://www.octaxcol.com/Octc/LocalBusinessTax/Search.aspx

BBB records show a license number of CPC1457249 for this company, issued by Department of Business & Professional Regulation. Their web address is http://www.myflorida.com/dbpr.

Type: Certified Pool/Spa Contractor

BBB records show a license number of 1028361 for this company, issued by Orange County Business Tax Receipt. Their web address is http://www.octaxcol.com/Octc/LocalBusinessTax/Search.aspx.

Type: Business Tax Receipt

Type of Entity

Corporation

Incorporated: March 2006, FL

Contact Information
Principal: Mr. Michael Marcum (President)Mrs. Angela Marcum (Vice President)
Business Category

Swimming Pool Contractors, Dealers, Design, Spas & Hot Tubs - Service & Repair, Spas & Hot Tubs - Dealers, Swimming Pools - Maintenance

Products & Services

This company offers sales, design and construction of swimming pools & spas for commercial and residential customers. Other services include repair, renovations and servicing of existing swimming pools, maintenance and cleaning.

Hours of Operation
Mon: 07:00 AM to 05:00 PMTue: 06:30 AM to 05:00 PMWed: 07:00 AM to 05:00 PMThu: 07:00 AM to 05:00 PMFri: 07:00 AM to 05:00 PM
Service Area

Central Florida

Alternate Business Names
A.C.P. Atlantis Custom Pools, Inc.

Map & Directions

Map & Directions

Address for Atlantis Custom Pools

3904 Moorings Ln

Orlando, FL 32810-2866

To | From

LocationsX

1 Locations

  • 3904 Moorings Ln 

    Orlando, FL 32810-2866

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Central Florida. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Atlantis Custom Pools is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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Additional Phone Numbers

  • (407) 440-3241 (Disconnected)
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Additional Web Addresses

  • www.atlantiscustompools.com
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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB began including complaint response text in BBB Business Reviews on August 1, 2012. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.

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Industry Tips for Swimming Pool Contractors, Dealers, Design

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

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Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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