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A BBB Accredited Business since
BBB has determined that Cookie Cutter Pools 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.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Cookie Cutter Pools 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.
- BBB has sufficient background information on this 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||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Contractor's State License Board
9821 Business Park Drive, Sacramento CA 95827
Phone Number: (800) 321-2752
Type of Entity
Business ManagementMr. Richard Evans, President Mr. Justin Evans, Vice President
Swimming Pool Contractors, Dealers, Design
Products & Services
Cookie Cutter Pools provides residential, commercial, and Industrial pool service.
Industry TipsBBB Tips for Hiring a Contractor in California
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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:
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- Problems with Products or Services
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BBB Complaint Process
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Additional Phone Numbers
- (916) 532-0133(Phone)
- (916) 873-7772(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
Read Complaint Details
Complaint: Failed to provide quality pool tiling installed Sep 2012. Grout has disintegrated and company failed to respond even after many calls and a letter. Swimming pool installation began July 2012 and completed September 2012. In December 2012 grout from waterline tile began to break down and fall into pool. The grout left a large gap between tile and coping running halfway around the pool. Contacted Cookie Cutter owner who said he would send someone over to take a look. When no one showed up after two weeks, I called again and the owner said he would get back to me. After another week, I called again and the owner promised to call me right back and I never heard from him. I sent him a letter on February 4th and have not received any response. Meanwhile, I don't know if water is getting into the gap and damaging the pool structure.
Desired Settlement: I would like Cookie Cutters to repair the tile issue and ensure that there is no damage beyond the tile and grout.
Business' Initial Response
BBB's Final Determination: Consumer accepted resolution offered by the business.
Problems with Product/Service
Read Complaint Details
Complaint: The contract was for a 600 sq ft pool and Cookie Cutter Pools built us a 400 sq ft pool and charged for a 600 sq ft pool.Safety issues with electrical Contracted with Cookie Cutter Pools Feb 8, 2012. Promised pool delivery date of 4 weeks. Understand need to have HOA approval can take time. Did not expect pool in 4 weeks. Actual delivery of 5 months. Charged for 600 sq ft pool. Provided with 400 sq ft pool. Started work without a permit. Fined by City of Fairfield for failure to have permit. Delay waiting for permit. Changed structural design but again did not have inspected and new permit issued. Addtional delays. Electrical and water lines legally need to be 24" below surface. Landscaper hit lines buried less than 2 inches below dirt. Could have resulted in serious injury to landscaper. ****** of CCP aware but chose not to disclose. Contract stated diving board to be provided by CCP at cost but no diving board provided. We had to purchase and install our own after the pool was complete and concrete poured. Solar to be arranged by CCP. Failed to do so advising us that we needed to contract with our own solar company. We did. Sloppy work by plumber. Had to move pool equipment as placed on stairs outside bedroom window. Very poor communication with ****** ******- owner. Had to repeatedly call without a response. Had to arrange to be home during most of construction as the sub-contractors did not know what needed to be done or any special instructions. Advised CCP would install water feature but we had to purchase water feature, prepare for installation and install water hoses. Very damaging to not only our yard but the neighbour's yard as well with broken sprinkler head and damaged grass. We expected some damage but were not prepared for the lack of consideration for our neighbours. Entirely no need to drive Bobcat on their lawn and damage sprinker heads. Damage to our flower beds by sub-contractors throwing bricks, rebar and rocks in beds. Wall damaged during excavation and removal of ramp was to be repaired and stuccoed. We had to repair and stucco at our own cost. At the end of the contract we asked ****** not to return to our property after we discovered the live electrical wires just below the surface as we were afraid that more damage might be done or safety would be further compromised by his lack of attention. We completed the plumbing at our own cost as ******'s plumber did not return to hook up the gas or water. At no time was their oversight by the owner ****** and in fact after the contract was signed, we only saw him one more time despite the numerous complaints and problems.
Desired Settlement: The difference between a 400 sq ft pool and 600 sq ft pool is $4000. I would like this refunded. We had to purchase our own diving board, hire a plumber to complete the work, hire a contractor to complete the stucco and contract with a solar company to complete the work that was promised. We held some money back to pay for these services but the cost of the pool size difference should be refunded. My husband has missed many days of work to oversee this project because ****** ****** was completley uninvolved despite his promise to be onsite most of the itme and his promise to make this the experience of a lifetime. It has been a disaster and a very stressful experience. I would not recommend this company to anyone and wish someone had advised us about his work practice.
Business' Initial Response
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved