If yes, click here to login.
BBB Accredited Business sinceAdditional Locations
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Request a Quote
View Business Review Inquiries
A BBB Accredited Business since
BBB has determined that Pulliam Pool Builders, 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 Pulliam Pool Builders, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 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||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||26|
Type of Entity
Business ManagementMs. Debra S. Smith, President/General Manager/Owner Mr. Michael Clark, Owner
Swimming Pool Contractors, Dealers, Design Swimming Pool Equipment & Supplies Spas & Hot Tubs - Service & Repair Swimming Pool Service & Repair Swimming Pools - Private
Alternate Business NamesPulliam Pools
Industry Tips**** Swimming Pools Swimming Pools
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (817) 599-4778(Phone)
- (817) 579-8080(Phone)
- (817) 613-1910(Phone)
- (281) 693-7665(Phone)
- (817) 599-4780 (Fax)
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.
Read Complaint Details
Complaint: I recently purchased a house in Ft Worth that has a Pulliam Pool (a young age pool). This was a great selling point for the house. I received all original paperwork from the owners and was told due to the youth of the pool, that most items are still under warranty. I called to inquire about the warranty and they state that if I am not the original owner then the warranty does not transfer. I have not found anywhere in the paperwork where the warranty does NOT transfer, yet they will not honor any warrnaties I feel if Pulliam is confident about their product/work, then it really shouldn't matter WHO owns it, they should still warrant their construction activities - a Pulliam Pool is STILL a Pulliam Pool (regardless of the owner)!
Desired Settlement: I would like for Pulliam to honor their warranty regardless if the original owner still posses the pool, as the pool is still in the same spot where Pulliam built it! I would like them to uphold integrity and honoring their word.
Pulliam Pools built a pool for the original owners at this address in 2007. Their contract states that the warranty is good "for as long as you own your pool". They sold the property to another owner. The person who bought it now (the third property owner) is the person filing this complaint. Our contract was with the original owner, not the second or third. Pool equipment is warranted for three years at most. This pool is 8 years old. It has long been out of warranty.
Pool companies do not typically transfer warranties on the structure because we have no control on how that pool has been maintained, whether the pool was ever emptied, and whether problems were created due to lack of proper chemical balancing. No pool company would transfer a warranty to a third owner.
If the sellers promised that the warranties were transferred, the new owners should go back to them and/or their realtor and discuss that with them. Since they were not the original owner, they had no rights to transfer any warranties anymore than the original owner would have. Hopefully, they purchased a home warranty at the time that would cover anything like this. Pulliam cannot be held responsible for a promise made to them by someone else. It would be like us buying a $50,000 car and the owner telling us General Motors would warranty it. It is a used car at that point, it would not be warrantied and General Motors is not obligated to do anything because the seller made a promise on their behalf.
We understand that when you buy a property that it is frustrating to have to have repairs come up. It is very unfortunate that the sale appears to have been misrepresented. It is even more unfortunate that a consumer can file a complaint on a company from which they never contracted with in the first place.
We would be happy to provide an estimate on what repairs they might need.
1 - According to my records, the pool at this address was built in 2008, NOT 2007
2 - I can not fine where it states "as long as you own the pool" (would you provide the page number? or even better a copy of this signed agreement?)
3 - "we have no control on how the pool has been maintained, whether the pool was ever emptied" - again, regardless of the "owner", Pulliam has no control over these things either way
4 - in regards to the new car comment - again, regardless of WHO owns the Ford. The Ford is a Ford and Ford stands behind the warranty and it IS transferable
Business Response: The information is located on the back of the contract under warranty section. This contract is with the original owners, not a third owner. We have no further comment.
Problems with Product/Service
Read Complaint Details
Complaint: I had a pool installed, they never checked the soil to make sure if I had a potential for future problems due to bad soil, I asked if my soil was ok or not and was told it looked ok, they never suggested to me that I should buy the soil treatment because I had soil that needed it, they mentioned to me that they offered the soil treatment as a sales question but never said I needed it. When you build pools you should make sure that you're not just selling a pool to someone and not caring about what might happen a year or two down the road, I let them know this was our last dream in life and all of our savings to do this. less than six months our pool has four areas cracking inside, plus they shot the gunite at freezing temperatures, also the deck is cracking all over the place and they come out and tell me it was water getting under it because of bad drainage but we didn't even have much rain at all and that was not the cause, but they needed to blame it on something so it wouldn't be that they should have been better at checking the soil. if they would have told me that I had to have the treatment then I would have bought it. Also the guy that drilled the inserts into my deck for the cover was using a dull drill bit and cracked and broke concrete all over the place and they had to put washers to try and cover those areas so now they are not flush with deck plus they are not straight and one of them has come completely out, terrible job. They was suppose to place the dirt that came out of the hole as they dug pool and put it around the edge because my property is in such a way it needed the dirt to fill in around the finished pool but they only put some and not near enough and hauled the rest away, so then I had to fight them to get only a load of dirt then I had to buy two loads and still need more, so just terrible customer service all around, I really wanted a company that I could count on and when something wasn't right then they would fix it no matter the cost.
Desired Settlement: I would like the deck replaced and looking like it should, it is brand new and cracked all over the place, and also the pool cracks fixed to look like they aren't patched, they did a terrible patch job again this is brand new and looks bad. I understand that soil can be an issue but if they would have told me I had to have the treatment because of bad soil then I would have either bought it or it would have been on me but I feel like they just sold me a pool and didn't care about what happens next, im terribly disappointed. The pool looks beautiful, it is just those items that make it all a very bad situation.
I have reviewed the customer file at length and the history of the pool. I would love to address this complaint in detail, but my Warranty Manager, ***** *******, has been on vacation and just returned today. There are things I need to know from him regarding this job, but I am leaving town later today and will not be back until June 17. I am asking that Pulliam Pools be allowed an additional week so that Chris can contact the customer and meet with him next week at his home to assess the situation. It would be foolhardy for me to respond with a simple answer without knowing the status.
I have reviewed the response from Pulliam pool president and I understand and I have no problem waiting the time she requested to allow her person to meet with me and my wife.
Because the homeowner stated several different things, and I have been asked to provide any pertinent information, I am addressing things in order of the history of the project. Mr. ******* signed the contract to build a pool from Pulliam Pools on September 10, 2013 (Exhibit A), including “and warrants that all oral representations are contained therein”. Warranties were outlined on the back of the contract (Exhibit B).
Mr. ******* signed the Contract Checklist (Exhibit C), and initialed the following two sections:
(1) TEXAS SOIL CAN SHIFT…and swell, and shrink. And when soil moves, so does your pool. Additionally, your deck can crack and/or lift or settle. No pool builder or contractor can do anything about this. Most damage to decks, retaining walls, etc., is a result of soil movement. Soil movement is not covered under our warranty (or any other pool builder’s warranty). This is different from the lifetime structural warranty on the Gunite shell of your pool (Exhibit D);
(2) From past experience, we have determined that chemical soil injection under the pool and under decks will substantially lessen the effects of clay soil swelling. Do you want this service as an additional cost? Please Circle Yes or No. Mr. ******* circled “No”.
Pulliam Pools does care about our customers and what might happen down the road because we warranty our p***uct. It does not make sense to build something that will cause future repairs. Per Mr. *******’s pool designer *** ****, he said that soil expansion and suggested soil injection were discussed with the customer. Mr. ******* declined it. We can only make suggestions and/or recommendations to customers. We CANNOT make them spend more money on a project if they decline recommendations. Consequently, we cannot incur additional warranty costs because a customer declined a recommendation.
Mr. Newton later added decking to the original decking installed by Pulliam Pools and he or his contractor doweled into the deck poured by Pulliam Pools. His new deck has since cracked due to ground movement as well. We do not know if that attached decking caused the original decking to crack. Our deck was installed to ensure water drainage slope around the deck. By adding additional decking, this drainage may have been impacted. Per Exhibit B, it states, “In the event that a party other than PULLIAM alters work performed by PULLIAM, all warranties will be voided. BUYER assumes all responsibility for any damage to work performed by PULLIAM, or damage to work not performed by PULLIAM as a result of alterations to grading or drainage as originally established by PULLIAM. Walks, pool decking, retaining walls, and pool finish color are excluded from this warranty.”
When Mr. ******* signed the Structural Warranty Page (Exhibit D), he added a note: “Gunite was shot at freezing temperatures-dated 2/4/14.” His implications that this caused cracking is not justified.
I asked the General Manager of ******** ****** to provide a letter stating their information on the job on the date of Gunite. I have attached that letter (Exhibit E). Temperatures were not a factor in any pool cracks. Ground movement caused them.
Pulliam Pools wants our customers to be happy, so we are willing to replace the deck installed by Pulliam one time on the condition that Mr. ******* purchases soil injection for the project. Since he stated in his complaint that, “…if they (Pulliam) would have told me that I needed to have the treatment then I would have bought it.” This is our entire offer regarding the deck.
Pulliam will also have our plaster company try to smooth any patching that was done.
We hope this will show our customer that Pulliam truly does care about what happens after the sale.
I think the offer to replace our deck is just awesome and also the right thing to do and is a huge step toward making me and my wife very happy, and I want to thank you...However depending on the price we are not sure the cost of the soil Injection would be affordable to us , we would definitely want it done right though so we would not have these problems again in the future so Ma'am would you please supply us with an estimate of what soil Injection would cost us to properly do this?
Business Response: The cost would probably be between $2,300 and $2,600 depending on the areas they recommend doing.
The level of the pool is based on the supporting soils underneath. There is no guarantee the pool will remain in the same position before or after soil injections. Soil injections help mitigate the issues from expansive soil, but there is no updated warranty or guarantee of anything because it is impossible to know the exact cause of the ground movement. Cracks can be repaired to be smoother, but they will still be visible. Pool plaster changes and mottles over time. The repair material is fresh and new and white and it is impossible to match the coloring.
If you choose to move forward, we will replace the deck after soil injection has been done, as well as the brass pool cover studs. Drilling in any concrete can cause chips and nicks. There is no guarantee that it will not have some flaking and chipping again.
I would like to accept the proposal of Pulliam replacing the existing concrete deck around our pool and patching the plaster cracks throughout the pool.
As I said I want to make sure that the soil treatment is done while the pool is at its level, to be its best chance to stay as level as possible.
At the same time, I would also like to meet with you maam on the history of our pool to allow you to understand what has taken place throughout the project and to inform you on items I believe that you were misinformed about, This will help you understand our concerns about issues that have come up along the way and brought us to this spot we are now at the BBB.
Me and my wife are honest people and we appreciate companies that are honest and caring for their customers and that again is why we chose Pulliam pools in the first place, we wanted to get a local honest and caring company, you can ask *** our salesman these were the things I discussed with him, that we were looking for a company that would be in our corner throughout the project and even after the pool was in the ground they would be our pool company we could count on and he assured me that your company was the one for us, so we chose Pulliam instead of 2 other local companies we were looking at.
Better Business Bureau:
Problems with Product/Service
Read Complaint Details
Complaint: We built a pool in our backyard in September 2010....so it is not yet 5 years old and our salt system, Aquapure, has been replaced once and has rarely worked and is now not working again. The warranty book states under warranty ro 3 years or 5 years prorated so our current cell is a little over 3 years old. It has NEVER worked properly. We have had a saltwater pool before and never had these problems. Pulliam sent out a technician last Friday, April 24 and their employee told us he did not like the auqabrite because it was crap and that they rarely sold this system anymore. We would like Pulliam to stand behind their product . Their [phone ad says they will be there for you long after the sale. We would like our salt system replace and working properly and installed as a Haywood as they are suggesting and we will pay $600 and they can pay the rest. Kind of split the cost or they cand do the RIGHT thing and put in a salt system that works in our 19,000 gallon pool. We would, at this point, not recommend Pulliam to anyone we know.
Desired Settlement: A working salt system at 1/2 or no cost. They need to stand behind their equipment and their warranty.
I asked my Service General Manager, ***** *******, to prepare a report on this job. His report follows:
Consumer Response: The reasons I do not accept this response are the following:
**** *** ***** ********
It is always difficult when there is a he said, she said situation. While we trust our employee's to be truthful, we have no desire to combat a customer who we value.
Pulliam Pools agrees to install the Hayward Aquarite system if Mr. ******** agrees to pay $600 towards that system per his original complaint. However, we will order it from our local distributor and install it . Items purchased from the Internet are not always reliable or warrantable. We would also respectfully request this complaint to be removed.
Problems with Product/Service
Read Complaint Details
Complaint: I recently purchased a home in Fort Worth, having been relocated by my employer from another state. The property that I purchased had a brand new Pulliam Pool (13 months old, now losing 2 inches of water per day through a large crack that bisects its breadth. Pulliam refuses to address the damage, citing that their warranty does not cover any transfer of ownership. While I understand their warranty restrictions, I believe that a +$42,000 pool should last more than one swimming season before catastrophic failure. In summary, I believe that Pulliam did not adequately prepare/compact soil, resulting in immediate cracking.
Desired Settlement: I would like Pulliam to repair the cracked concrete and pool lining, and take actions to prevent subsequent damage in the form of soil compaction or other generally accepted means.
Pulliam Pools does care about our customers, we care about our reputation and we stand behind our work and our people; however, in this case, here are the facts; (i) we built the pool based on the original customer's design; (ii) we made recommendations the original owner did not adopt (recommending soil injection for stability which the customer declined via initial and signature on a document); (iii) we have no way of knowing what preventative and maintenance measures were not followed and/or were completely neglected for a period of time; and (iv) no warranties are transferrable. We would be happy to be of service, but our normal charges will apply.
We suggest Mr. ****** look into what their homeowner’s inspector should have seen when they inspected the house and pool before they purchased it.
We are disappointed with Pulliam’s position that they hold no culpability in the catastrophic failure of our pool in less than 12 calendar months. Initially, we never asked for Pulliam to accept total responsibility. We originally requested help in the form of 1.) Root cause analysis (which I believe is a result of improper use of gunite & 2.) cost sharing for remediation.
We did not escalate this issue until we were completely rebuffed by Pulliam, which also leads me to believe that they may be aware of the issues that contributed to this failure.
It is most unfortunate that Pulliam has expressed the position included below. We ask nothing more than for Pulliam to stand by the products and services they provide.
Customer Reviews Summary