BBB Accredited Business since
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Swimming pool and landscaping contractor
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A BBB Accredited Business since
BBB has determined that Swan 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 Swan Pools include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 3 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||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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. Thomas J. Willard, President
Swimming Pool Contractors, Dealers, Design Landscape Contractors
Alternate Business NamesIn the Water dba Swan Pools
Products & Services
Swan Pools provides full swimming pool design, construction and landscape.
Industry TipsBBB Tips for Hiring a Contractor in California
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- Guarantee or Warranty
BBB Complaint Process
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Additional Phone Numbers
- (209) 334-6189(Phone)
- (209) 543-8095(Phone)
- (209) 943-7665(Phone)
- (916) 684-2470 (Fax)
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: Swan pools sold a new pool for $28,750 with a 10 year warranty on our equipment and an additional 5 year extended warranty in June of 2007. As of February 2014 our pool pump failed. After multiple attempts to get our product warranted, they refused stating that they are no longer in business. After attempting to have all contact done by email for my records, the owner called me (no email) and said he could have someone do the repair however I would have to pay for it.
Desired Settlement: I would like for my equipment to be cover for the full warranty, 10 years which is on the bid and the additional 5 year extended I paid almost $900 dollars for. I would also like to be refunded for the extra work needed to be performed by my pool cleaning company while the pump is out of order. I have all documentation from the original installation proving my claim.
Business Response: This customer wanted us to replace a pump that was out of warranty. First of all, he misunderstood an extended warranty certificate he received at the time we signed contracts. It extended the standard warranty to 5 years from date of purchase. He sent us copies of a "bid" sheet he received showing 10 year warranty on pump. Unfortunately, the contract doesn't indicate anything about a 10 year warranty. We can only go by what is included in the contract. He also filed a complaint with the CSLB and I will e-mail our response to that complaint separately. This customer's complaint is unwarranted and we would like it removed from our record. Our contracts clearly state that all agreements must be in writing; in fact we have a separate form to that effect which every customer both initials and signs. The customer is a licensed contractor himself and should be well aware that a "bid" is not a contract.
Sent on: 3/3/2014
I am rejecting this response because: I have attached some documents that clearly state a 10 year warranty and additional 5 year extended warranty. My pool equipment is still not working and the pool water quality is getting worse. This company didn't even send someone out to look at the issue. I hope this company decides to do the right thing and get this issue resolved. I have also contacted the CSLB. If i do not get this issue resolved I will call an attorney.
This letter is in response to Mr. ****'s rejection of our previous response.
I am rejecting this response because: Your business practices are clearly shady! I will never have anyone that works for this company touch anything. Your sales person "an employee of your company" clearly implied a 10 year warranty on my equipment with an additional 5 year extended warranty at a extra cost of almost $900. Your business practices are more than questionable, and just might be illegal! I am considering contacting an attorney.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
Read Complaint Details
Complaint: They built my pool with a warranty. We have called them 4 times since to have something fixed and they say someone will call but never do Swan pools built our pool, during the building process we were never kept informed of the next step, after leaving multiple voicemails; we were finally able to speak to ***** and *** *** Finally the pool was built and I admit that it looks beautiful. Once we were ready to swim (roughly a week) we called *** (the owners), cell phone on Sept 7th to tell him we had questions as well as a few minor issues with the pool. We waited a week (Sept 14th) and called the office and left a voice, they never responded, my wife called the office a few days later (Sept 20th) and ***** answered and stated "*** will be in touch with you". We waited another few days (Sept 24th) called again and ***** said *** is in your area and should call or stop by in a day or so. Well here we are Sept 27th, still no response or anything. We want the small issues with our pool fixed, but also are worried that they will not honor the warranty as promised in the contract. I had issues with them during the building and they got a little bit snippy with me, but when you are spending 30K, you would think a company would care about customer service. Also, they need to understand that this is a construction project and as they stated to me "things go wrong" well they have. They told me earlier when I complained that they were going to red flag my account to expedite any issues, but I think it was to ignore me. I shouldn't have to wait 3 weeks to get an answer, or wait until they are in my area. They are good at grabbing your cash, but sure not when it comes to customer service, or backing their product.
Desired Settlement: I want them to back their warranty. Also it would be nice for them to take some customer service classes, but I know that won't happen. I expect to be called back in a reasonable timeframe (XX-XX). I'm tired of the open promises and excuses, this is a joke. And they wonder why I got upset during the construction phase. Apparently, I have high expectations, well I think 3 weeks for them to contact me is not a high expectation, but shows their low standards when it comes to service after they got the cash. I will be filing a complaint with the State Contractors Licensing Board if I don't get the action that I want from this.
Initial Business Response
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
|3/13/2012||Problems with Product/Service|