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A BBB Accredited Business since
BBB has determined that LoneStar Fiberglass Pools, LLC 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 LoneStar Fiberglass Pools, LLC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 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||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Chris Owens, President/Owner
Swimming Pool Manufacturers & Distributors Swimming Pool Contractors, Dealers, Design Swimming Pool Equipment & Supplies
Industry TipsTips for avoiding a pool construction nightmare
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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BBB Complaint Process
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Additional Phone Numbers
- (830) 875-6900(Phone)
- (830) 875-6903(Phone)
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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BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: As you know, this pool has been plagued with problems since it was first installed by your company. Among the worst problems are leaking plumbing, a defective waterfall, leaks near the water basket, and inadequate surface coating. Your company subcontracted the warranty work on the surface coating to Acrylicrafters, but Acrylicrafters failed to replace the gel coat that my client was promised and instead coated the pool with a rough coating that is not at all equivalent. You also committed the false, misleading or deceptive practices as indicated below, in that you:(a)represented that an agreement confers or involves rights, remedies, or obligations which it does not have or involve, or which are prohibited by law; (b) represented that the pool and your services have sponsorship, approval, characteristics, ingredients, uses, benefits, or quantities which they do not have; (c) represented that the pool and your services are of a particular standard, quality, or grade, or that goods are of a particular style or model, if they are of another; and,(d) failed to disclose information concerning the pool and your services which was known at the time of the transaction with the intention to induce me into a transaction into which they would not have entered had the information been disclosed.By failing to properly install the pool, you have also breached the express warranties given in connection with my purchase of the pool along with the implied warranty of good and workmanlike performance.(d) failed to disclose information concerning the pool and your services which was known at the time of the transaction with the intention to induce my clients into a transaction into which they would not have entered had the information been disclosed.
Desired Settlement: Notice is hereby given under Section 17.505 of the DTPA that I sustained damages in the form of the cost to repair or replace the pool, loss of use, loss of time and severe mental anguish in the estimated amount of $50,000, plus attorney's fees of $750 reasonably incurred by me to date in the assertion of this claim, for a total amount of $50,750.
Business Response: Dear *** *********, This is Lone Star Fiberglass Pools of Texas’ timely response to the complaint filed by *** *******. It is unfortunate that we were unable to ultimately satisfy *** *******. We enjoy an excellent reputation and pride ourselves on providing quality pools and installation. Our customers are our neighbors, friends, and members of the community, and we have numerous testimonials from happy customers. In those rare instances where a customer is not initially 100% satisfied, it is our goal to ensure that the pool is installed to the customer’s satisfaction. Some of *** *******’s complaints are too general and/or appear to be ‘legal language’ and therefore are difficult to address specifically. *** ******* does state in his complaint that he has suffered ‘severe mental anguish’ and seeks $50,000.00 for mental anguish (and attorneys’ fees). However, his general concerns appear to be the leaking plumbing, a defective waterfall and inadequate surface coating. The following is a timeline of events, confirmed by emails and documents signed by *** *******: *** ******* had previously had a pool installed by another company. He apparently was dissatisfied with that pool, had it removed, and Lone Star. One of his concerns with the prior pool was severe surface discoloration. Discoloration can occur for various reasons, but generally the homeowner must treat, per the instructions provided, for hard water, calcium and scale. *** ******* had the same problem with the pool we installed, which may be an indication of failure to follow those instructions. Defective WaterfallLone Star did not install the waterfall. *** ******* hired his own contractor to install the waterfall. Leaking plumbing/cracks*** ******* reported leaks and cracks. The leaks and cracks were repaired at Lone Star’s cost. *** ******* sent us an email confirming his satisfaction (attached). Inadequate Surface Coating*** ******* complained that he was not happy with the surface coating. Lone Star thereafter contacted an independent contractor, *** ****** with Acrylic Crafters, who specializes in application of acrylic color to pools, to recoat the pool. This was done at Lone Star’s expense. *** ****** thereafter met with *** ******* to discuss the process. *** ******* chose a light silver color for the recoating, to minimize the appearance of any future discoloration. *** ******* signed a Letter of Agreement on 9/12/13 with Lone Star, agreeing that Lone Star’s gel coat warranty would be replaced an superseded with the gel coat warranty given by Acrylic Crafters, as Lone Star was not performing this service (attached). *** ******* also signed the Acrylic Crafter’s warranty on 9/9/13 (attached). Acrylic Crafters completed the job on 9/19/13. *** ******* sent Lone Star an email on 9/29/13 stating that the work had been completed and that he was happy with the job (attached). Please let us know if you need any further information.
Unfortunately the homeowner is still dissatisfied and has retained an attorney. He has sent Lone Star a letter stating he intends to sue. We continue to firmly stand by our product and installation, and respectfully disagree with (or have no knowledge of) many of the statements set forth in the homeowner's response. However, since the homeowner has threatened legal action, we will seek guidance from the judge and attorneys regarding the appropriate venue for fact discovery and exchange of documents that support Lone Star's position. We value the BBB's role in providing valuable information about businesses to the general public and do not want to use this site as an inappropriate venue to respond to threatened litigation.
Business Response: Per our attorney; "Lonestar is not permitted to contact the homeowner directly since he has retained an attorney and we respectfully decline to make further response. Our attorney will be in contact with his attorney."
Better Business Bureau:
Read Complaint Details
Complaint: We purchased a fiberglass pool from Lonestar several years ago. Within six months, the concrete started cracking and we could fit a quarter in the cracks which was supposedly under warranty with Lonestar. They contracted out the concrete portion to ***** Construction. When we contacted Lonestar, they told us we need to contact ***** and we received the run around from both companies (***** told us he would come out on behalf of Lonestar to repair it five plus times and never showed up and Lonestar kept deferring) until the warranty ran out after one year. Now our pool has a leak (which appears to be in the fiberglass, but I'm sure they will determine this to not be under warranty or give us the run around until we do something ourselves) and it has been almost a week and no one has come out. We are losing 5 inches plus a day in water, are under water restrictions, may incur a fine from the city since we are consuming so much water to replenish it daily and we keep getting told they will send someone out and it has not happened. I feel so far on both accounts, their warranty has proven useless. The people that installed the pool were wonderful, the customer service staff and owner have been nice when we have talked to them, but their service and follow through on the warranty has been severely lacking.
Desired Settlement: Repair to both the concrete (since they do have documentation we called for an extended period within the one year warranty and after for the concrete) and for the fiberglass. Both these repairs are costly and whether it is the fiberglass or plumbing, if it goes out so quickly, the work is subpar, just like the concrete work that was done.
Good morning Mrs. ****. I tried to call the number I have for you and it just rang and rang. So I thought I would try the email I have for you. I had talked to our office manager on Friday after you called, once she was in the office. I do apologize for not getting back to you, I was under the impression she was going to call you. Either way, I did do a service order for you on Friday and you were on the board for Tuesday for the guys to come out and pressure check the plumbing lines to see if they can find the leak. This morning I was told about the BBB complaint, saying we had not helped you on this matter of the leak.
I have talked to ***** about the complaint, He has said that we will be sending out our guys to check the plumbing and see if they can find the leak, but he would like you to retract the complaint since service orders do take time, we have to wait on the results of the bucket test to see how much water you are actually loosing, then it gets scheduled. Our guys not only do repairs they are the ones who install the pools. So the Service schedule and the installation schedule go hand in hand. I have talked to ****** our production manager and he has said he could come out today instead if this would be good with you. If you would let me know so we can get started finding the leak you have mentioned. You can either email me back or call me at the office.
** Per our conversation (above) I have talked to ***** and ****** and being there today, and since you or your husband want to be there and today is short notice for work. ****** will be at your house in the morning between 7-8am Please let me know if this is good with you.
Better Business Bureau:
We would like to retract the below complaint. We were able to work out the issue directly with Lonestar and they have been very responsive to our concerns.
Thank you for your help in this matter.
Read Complaint Details
Complaint: Purchased a (DIY) kit from lone star pools in new braunfels tx. No problems with installers or sales crew. Installers did all piping and plumbing as per contract. Included in install was an automatic chlorinator,installed by lone star in the process of pressure testing the lines. No paperwork was given to the ****** household on this device. Device failed within 30 days of install, possibly due to chemical problems. No information was given to the ****** household on this peice of equipment, was informed by installers at end of install that (any typr of chlorine is ok) Contacted lone star corp about warranty, office staff were not helpful, insisting that papers were given to us but also that I installed the chlorinator and therefore it was my problem. To quote( you don't get pool school with a DIY) office staff falsely informed the pentair rep who contacted my about the item that we had mixed chemicals and that we had installed the item. Have no real problem with install however office staff seemed hostile, was promised a phone call by the owner 8 or 9 days ago. Have received to contact. This could have been resolved with a chlorinator body in the mail, cost between 60 and 75 dollarse
Desired Settlement: wish to have a working chlorinator with information about proper chemicals
Better Business Bureau: