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A BBB Accredited Business since
BBB has determined that Anchor Spa & Pool 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 Anchor Spa & Pool Inc. 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 Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMs. Caitlin Hayes, Communications Manager
Swimming Pool Contractors, Dealers, Design Contractors-Swimming Pool/Service & Supplies Spa, Hot Tub, Sauna Sales And Service Patio, Porch & Deck Enclosures All Other Specialty Trade Contractors (NAICS: 238990)
Products & Services
This company offers: In-ground swimming pool design, construction and renovation; maintenance;
equipment installation, repair and replacement; spa sales, installation and service; retail store has on-site computerized water analysis, exclusive chemical products and tiki-decor shop.
11659 E. Main St.
Huntley, IL 60142 Directions
P.O. Box 786
Huntley, IL 60142 (847) 669-2727 (847) 669-2447
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BBB Complaint Process
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Additional Phone Numbers
- (847) 669-2447(Phone)
Additional Email Addresses
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|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
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: We had this company put in a new liner on the pool in 2012. Within 90 days reported issues that they inspected but asked to fix this year. Finally fixed in August 2013 but already having more issues. liner is wrinkled with water underneath and I was charged for service call even though the report was within initial 90 days of install.
Desired Settlement: I would like it fixed this year before closing and not be charged. If it cannot be fixed I want it replaced at Anchor's expense.
Business Response: Initial Business Response /* (1000, 6, 2013/10/11) */ Contact Name and Title: ******* *****, Comm Mgr Contact Phone: XXXXXXXXXX Contact Email: *******@anchorspapool.com Anchor Spa and Pool installed a new liner for *** ***** last year on May 15, 2012. This was the first time we had ever serviced or performed any work on her pool. Over a month after the installation the customer contacted us to inform that the pool was leaking. Our tech went out on August 28, 2012 to make some adjustments and attempt to locate the leak and informed the customer that if the pool was still having leak issues it could wait until they opened back up in the spring if they wanted to go ahead and close their pool. Customer contacted our office late spring/early summer of this year (XXXX) to inform us that the pool was still leaking. Office personnel requested that the customer perform a 24 hour leak test and call back with the results so we could better instruct the technician on what the water loss results were and he could be better prepared when he came out. The leak test request is normal procedure for any of our customers that call the office with leak issues. Customer called office back on July 1, 2013 and said that they had been leaving messages and never heard back. There is one voicemail system in our office and messages are checked and recorded minimally twice a day and every person is called back even if it is just to let them know we received the message. We informed the customer that we still needed the leak test results before sending the guys out so they could have the information to better guide them in their attempt to find the leak. After hearing back from the customer our tech went out on September 10, 2013 to dive and inspect for leaks and also make some more adjustments. The tech informed the customer to let us know if the pool was still leaking. Customer called the office almost 1 month later on October 7th (the same day the complaint was filed) to let us know that the pool was in face still leaking. We told her we would set up and get someone out within the week to do some more detection. Our tech went out on October 10 to do some more detection and discussed his findings with *** *****'s husband. We will be contacting the customer by next week to let them know the next step and scheduled date for the work that was discussed with the homeowner at yesterday's visit. Since the liner installation last year in 2012 the customer has not been charged for our return visits with the exception of our visit this past September that had been incorrectly billed out and has since been written off of our books. Whenever the customer contacts the office we have always returned her phone calls. I am not sure if there is someone's direct cell she had been leaving messages at but we always urge out customers to contact us at the office directly so we can communicate in an efficient and timely manner. Final Consumer Response /* (3000, 8, 2013/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although the contact dates are correct in the business response, what they fail to see is that I have left many messages and never got return calls at the beginning of this season to follow up from last year, after the call where I was asked to perform a leak test, and this is part of the frustration I feel with this service. I appreciate the fact that they wrote off the service call this year, because this is all related to an installation issue from last year, and finally they appear to be putting some attention on this, but I expect that they will not call for follow up and I will have to hunt them down again and start this process all over and get the "wait til next year" response again. Final Business Response /* (4000, 10, 2013/10/14) */ We called customer today (Monday, October 14) to let them know that our guys would be out this Wednesday to perform the leak repairs. After we have completed the work we will follow up with customer to make sure pool is no longer leaking and that they can go ahead with pool closing. Our office will continue to communicate with customer as we always have. We answer every single voice mail that is received here in the office and have had no reported voice mail issues at all this season from any other customers.