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BBB Accredited Business since
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Offers Pool and Spa Renovations
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A BBB Accredited Business since
BBB has determined that American Pacific Pool Services 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 American Pacific Pool Services Inc include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 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||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Type of Entity
Business ManagementJudy Lonteen, Office Manager
Swimming Pool Contractors, Dealers, Design Swimming Pool Equipment & Supplies Swimming Pool Service & Repair
Service AreaArlington, Azle, Bedford, Colleyville, Crowley, Euless, Everman, Forest Hill, Fort Worth, Grapevine, Haltom City, Haslet, Hurst, Keller, Kennedale, Lake Worth, Mansfield, North Richland Hills, Pantego, Rendon, Richland Hills, Saginaw, Southlake, Watauga, White Settlement
Alternate Business NamesAmerican Pacific Pool Services, Inc.
Industry Tips**** Swimming Pools Swimming Pools
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
2317 Michigan Ct
Arlington, TX 76016 (817) 275-5188 (972) 988-6833 Directions
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Types of Complaints Handled by BBB
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BBB Complaint Process
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Additional Phone Numbers
- (972) 988-6833(Phone)
Additional Email Addresses
- - Communication/Mass Email
- - eQuote
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: I contracted American pacific pool to replace the plaster in my pool. They were also supposed to tile the jacuzzi and change the wall between the jacuzzi and the pool to tile. Also replace all jets and drain covers. I agreed to purchase the higher quality Quartz stone finish instead of regular plaster. After the completion of the resurfacing there were multiple problems. There are lines that look like cracks throughout the pool. I had the manufacturer of the Quartz material they used come to look at the problem. They did a test and said it wasn't cured properly and there was a slim chance that it could be fixed without tearing it out and replacing it properly. Also the wall between the jacuzzi and the pool didn't work because it was built so low that there was no separation between the pool and jacuzzi water. They agreed and put it back as it was originally. There is a problem with the jets not working properly for the jacuzzi. The airator only works with the jets removed. They didn't install the lights properly and they fall out. The tile was raised around the pool to the point that the skimmers don't work properly. And the new tile is very scratched from the cleaning process. I learned later that all the crews that are involved in the work process are sub.contractors. They all blame each other for the problems but agree that it was done wrong.
Desired Settlement: I don't believe American pacific pool is capable or willing to correct problem. I am in the process of getting estimates to repair the problems that they created. I believe they are responsible for the cost to repair these issues.
Read Complaint Details
Complaint: I hired this company to clean our pools weekly, which is suppose to include chemicals. Our service date was supposed to occur every Monday. I noticed that after his so-called cleaning my pool still was not clean and have called the company several times to complain. The person came again on Monday, 8/25 and I watch him vacuum the pool but he did not put chemicals in the pool. I took a sample to ******** and discovered that my pool has absolutely NO chemicals in it. That's what I was paying them for. I faxed the report to American Pacific on 8/26. I had to keep calling them to have someone talk to me and have been told by **** that they will have him come to my home, add some chemicals and CANCEL my contract and she hung up. The issue is I recently plastered my pool and now have permanent stains because he did not add Chlorine or Cyanuric Acid during his visits.
Desired Settlement: I expected to be completely refunded for services they did not perform. I will take the other issue (i.e. ruined plaster) in court if necessary.
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Better Business Bureau:
The company has misrepresented the facts stated in the response. 1) When I hired their services it was made clear to them that I needed them to put all chemicals in the pool; 2) when they started services on my pool it was sparkling and there was no dirt in the pool, as it was just newly plastered; 3) he person DID IN FACT, come to my premises, regardless of what her JPS tracking states, my husband saw him and he admitted this to me, when I tried to explain this to her she called me a liar; 3) there is NO WAY to separate cyanuric acid from a pool and at no time since they started service had the pool been completely drained. I called several times and several days in a row because I and my concerns were being totally ignored. The office manager would not return my calls and she was in the office supposedly handling other customers and would not come to the phone. I wish I had read the other complaints on them prior, which is exactly what I went through, to establishing service with and we would not be in this situation today.
I have subsequently found a better service who is providing excellent service. I wish no further contact with them, which includes receiving their mailers.
The only thing correct about their statement is they have in fact refunded our money.
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Customer Reviews Summary