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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Gary Pools Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Gary Pools Inc include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 5 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Leif A. Zars, President Mr. Preston Price, General Manager
Swimming Pool Contractors, Dealers, Design Swimming Pool Enclosures Swimming Pool Equipment & Supplies Swimming Pool Service & Repair Spas & Hot Tubs - Dealers Spas & Hot Tubs - Service & Repair Spas & Hot Tubs - Supplies & Parts Lawn & Garden Pond Dealers & Supplies
Alternate Business NamesGary Management Services Inc. Gary Pools Gary Pools Design Center Inc
Industry TipsTips for avoiding a pool construction nightmare
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Complaint Trends - Last 3 Years
Customer Review Trends
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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Star Rating scale
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Read Complaint Details
Complaint: In the process of purchasing a new hot water heater for installation, we were informed that our permit could not be issued or finalized due to the 'open' expired pool permit dating back 19 years. All permits are closed once the contractor initiates and passes the final inspection. After investigating with the City of ******, we discovered the reason the permit was never closed, was that the pool FAILED electrical inspection during construction. Gary Pools NEVER initiated the necessary electrical re-inspection or the FINAL pool inspections, which were and still are STANDARD requirements for all pool construction in the City of ******. Upon discovery of the expired permit issue, we emailed and telephoned Gary Pools customer service. I was told they needed to speak to the owner about this since it was a special situation. We telephoned again a day or two later, and was told 'we would be receiving a letter shortly'. We did receive this letter on 2/14/2013 which did NOT address any of our questions, and provided us with a bunch of mundane details about the 'process' with the City of ******, hours, etc. (I had already obtained all of this myself BEFORE contacting Gary Pools a week earlier!). Basically Gary Pools dumped the ball back into our court to handle and pay for their failure to pass standard required inspections. I emailed Gary Pools again after receiving their letter, but was referred again to 'the process statement in their letter of 2/14/2013'. After two full months or longer, we have now completed all work directly related to getting this 'expired' pool permit passed. However, we are still waiting final inspection. The additional costs of this work are: Permit fees $300 see receipt electrical repairs needed $ 973 see invoice repair of gas line to pool heater $1,815 see invoice (per plumber, line was laid 5" too shallow , and the piping was in short pieces instead of one long piece - photos available) TOTAL costs of expired permit $3,088 I am happy to provide all receipts, photos, and evidence of failed inspections should you require. We look forward to your assistance in working with Gary Pools to reimburse our costs for closing the expired pool permits which should have been done routinely as part of the STANDARD pool construction when it was built.
Desired Settlement: Refund of all additional costs incurred as per above.
Dear *** ****:
[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .******** , and find that Mediation is necessary.
**** * ******** *****
Read Complaint Details
Complaint: I have been a HAPPY Gary Pool customer until today, Weds., 08/21/2013. I have a 12,500 gal. in ground Gary Pool installed 01/1986. I ALWAYS used Gary Pools for all my service needs (3 pump motors, 2 pumps, misc. work) these past 27 years, both when Gary was in Austin and now that Gary is in San Antonio. My last major work was done 10/2007 for $459.88 for installation of a new pump motor. I was NEVER charged a "Service Repair Transport (One Way)" fee before. Today I was charged $119.33 for this fee. I only required a toggle switch for my 2-speed pump motor. The TOTAL bill was for $256.57. The last time I had Gary install a new toggle switch in 06/2005 the ENTIRE cost was $88.67. Sure I expected my bill to be higher this time but a $119.33 Transport fee? What gives? Besides the two man Gary crew was here in Austin for other service. I WAS NEVER TOLD ABOUT THIS CHARGE WHEN I SCHEDULED THE WORK. I was not expecting it since I never got charged for this in the past.
Desired Settlement: A full refund of the for the $119.33 "Transport Fee" which WAS NEVER TOLD TO ME when I scheduled the service. Otherwise I would have used a local, Austin pool service company!
Gary Pools keeps stating I was told about this transportation fee. I was not.
Also, I do NOT have an account with Gary Pools. I want a CHECK for the full amount
|2/6/2013||Problems with Product/Service|
|8/24/2012||Problems with Product/Service|
|6/18/2012||Problems with Product/Service|