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Master Pools By Rizzo LLC offers sales, installation and service of custom designed inground pools, spas, grottos, waterfalls, fountains, and natural landscapes.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating at this time because BBB file information is being reviewed and/or updated.

Additional Locations

  • 3388 Berlin Tpke

    Newington, CT 06111 (860) 666-1531


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Additional Phone Numbers

  • (800) 801-7946(Phone)
  • (860) 667-2214(Phone)

Additional Email Addresses

  • - eQuote
  • - eQuote
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Complaint Detail(s)

10/22/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Company failed to perform the service that they were paid to do, and company failed to respond to our detailed concerns about the errors in their service. Pool company represented that they had the experience and ability to conduct a "pressure test' on our pool, and that they would send two men to do the job correctly. Well, only 1 person actually performed the so called pressure test, and he used a faulty machine and he made inaccurate diagnosis of the pool. Consequently, a significant leak was missed and we had to continually add water to the pool for 3 weeks until alternate companies became available to conduct a proper "pressure test" at our house. I informed the manager of the Pool company multiple times of our concerns and he failed to respond, and failed to rebut my assertions that his worker did not perform a complete or accurate pressure test. I have asked our credit card company to get involved because the Pool company and its manager insisted on payment the same day as the service was done at our home on June 3rd. The Pool company charged $175 for a "pressure test" that was inmproper and unprofessional. The 2nd company came out and spotted the loss of pressure and thus, spotted the pipe leak within 10 minutes of arriving at our home. The 2nd company also illustrated for me how deficient Rizzo Pool was when they tried to conduct the pressure test. 1st the new company's testing device was not broken. 2nd - the new company actually had 2 professionals working collaboratively on trying to diagnose the leak and the broken pipe. 3rd - the new company used a water based system instead of an air based system, simulating what happens when a pool is running. 4 weeks after Rizzo pool left, we spent $500 to have a correct pressure test done, and to get the leak fixed. we also spent much additional money with chemicals and algaecide when we were fighting the battle of the 1/2 inch water loss every day after Rizzo Pool left and told us our pipes were fine.

Desired Settlement: Refund the charges we were forced to pay for an unprofessional and inaccurate "pressure test" and for the inconvenience of having to hire another company and suffer through 3 weeks of high daily water loss. Letter of apology from Rizzo Pool or acknowledgment from the company that their single worker did not identify the obvious pipe leak in the return line by our shallow end stairs.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

9/12/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Purchased a Hot Tube from them about 4 years ago. On May 24, 2014 called to order a replacement hot tub cover. Provided them model number for hot tub. They said it would take about 10 days and at that time charged my credit card. Also needed lift for cover replaced and asked that that be done at the same time they deliver cover. About 3. 5 weeks went by and never heard from company. It was only after we called that they set up delivery date. They delivered on June 24, 2014 but it was they wrong cover. It did not fit. First they said they delivered the wrong cover and would call us to schedule the delivery for the right one. They never called back. After calling again they said we ordered the wrong cover and if we wanted the right one, we would have to buy a new one and pay again. The cover was ordered over the phone. They never told us the cover was not returnable and the sale was final. They refused to replace the cover and stopped talking to us. They never delivered or put the lift for the cover. Not a great way to treat a customer who spent about $10,000 on a hot tub from them.

Desired Settlement: Sell us the right cover and install it with the lift that goes with it.

Business Response:
            On May 24, 2014 *** ******** ordered a Hydro Spa hot tub cover from us.  It was to be delivered to his home when the cover was done.  These covers are custom made for the customer.  *** ******** provided us with the incorrect model type of the hot tub.  Due to this incorrect information the spa cover does not fit on his hot tub.        
  When we advised **** ******** about the issue she became aggressive and belligerent, cursing at myself and the co-workers present.  We have not heard anything from the ********** until we received this letter from the Better Business Bureau.  Unfortunately the cover was custom made to the specifications that *** ******** provided to us and we are unable to refund the cost of the cover or return the cover to the manufacturer because it is a custom made item.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved