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Business ProfileforClarity Pool & Patio
Pool Contractors
At-a-glance
Related Categories
Products & Services
Business Details
- Location of This Business
- 253 N Grandstaff Dr, Auburn, IN 46706-1668
- BBB File Opened:
- 4/8/2014
- Years in Business:
- 44
- Business Started:
- 1/1/1980
- Business Started Locally:
- 2/1/2013
- Business Incorporated:
- 3/22/2013
- Licensing Information:
- 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.
- Type of Entity:
- Corporation
- Alternate Business Name
- Clarity Pool Service
- Related Businesses
- Business Management
- Mr. Ken Thompson, Owner
- Contact Information
Principal
- Mr. Ken Thompson, Owner
Customer Contact
- Mr. Ken Thompson, Owner
- Additional Contact Information
Email Addresses
- Primary
Customer Complaints
4 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
09/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The safety cover on pool was not operating correctly upon their 2020 installation. We made many calls, sent emails, and mailed letters to Clarity pools asking for assistance. Manager ******, employee ******* and even owner *** told us several times, they would correct the out of alignment safety cover. They never corrected it, and the following spring of 2021 the cover ripped. We again made several calls to clarity requesting help. They did nothing. In Spring of 2022 the cover ripped more because issue was not fixed. During summer 2022, cover frayed exposing rope and would stop in track. They promised to ******* webbing to cover upon closing pool in 2022. They closed pool in the of fall 2022 but did not repair cover. 2023 Spring season, the cover tore completely away from rope and cover fell in pool. They said they would remove cover and send it in for repair per the warranty. We were unable to use the safety cover for safety. They never removed cover, never sewed webbing or attempted any temporary repair. Nothing. The sliders attached to cover's rope were compromised because of the torn cover, causing the replacement of sliders. The cover and sliders were under warranty for the three years when the issues started. Now the warranty has expired and they have yet to honor their word of repairing or replacing the cover. They installed the cover and it was their responsibilty to fix it. They did not fix it and further damage occurred. This is a safety cover. Safety from entering pool while unoccupied. Also if it is walked on, it would not collapse. But it was non operational as a SAFETY cover. Bad business and unkempt promises of repairing their error have caused mega stress. The Warranty would have covered all of the defects but they failed to do anything. It will cost us out of pocket minimum $10,000 to replace the cover and minimum $100 to replace sliders. Not including labor. If they would have fixed it in 2020, all of the could have been avoided.
Customer Reviews
1 Customer Reviews
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Most Recent Customer Review
Emilia H
1 star
06/21/2023
Please be careful hiring this business. The owner *** is quick to get out for a estimate. However, after that it is next to impossible to reach anyone. The installer duo arrived without calling. Thankfully my dogs were not in the yard at that time. Sadly, the biggest issue was that the unit they installed was installed improperly. They also broke the unit while installing it. No one told us about any of this. But they immediately mailed out a bill for a finished job. We had a different company out for another ********** caught the issues and brought them to our attention before we attempted to use the unit. Their installation would have caused a fire.A resolution was reached purely because we had to chase them down ourselves. Meaning, they pulled the broken unit upon our request & promised a full refund. The refund wasnt given until we called and said that we would arrive at a certain time an the check had better be there (our check was lost in the mail.) After being told that we would just need to continue to wait for the check (after it was mailed out weeks prior) and it wasnt possible to obtain a check in person for various reasons, magically there was a check there. Our next step was small claims courtthankfully after months almost three months of awful service, we were able to avoid legal action. Our desire to support a small business could have ended in disaster. Unfortunately this company has a habit of arguing when customers give an honest review online. For that reason, I hesitated to leave a reviewthe experience was too stressful to leave unsaid. I personally trust the reviews of others when looking up businesses. Hopefully this helps someone else avoid a terrible mess. Just be careful.
Clarity Pool & Patio Response
06/22/2023
We appreciate your feedback. One minor note, did let **** know via email ahead of time on which day and what time we would be out for the installation. We apologize for your experience. Our crew is a very experienced crew and one of our installers did make a mistake with your heater installation. We take situations like that very seriously and addressed it with the team. The individual that wired your heater is no longer with our company. We were more that happy to install a new heater for you or to refund your deposit and remove the old heater. We did mail you a refund and when it did not arrive in a timely manner, we issued a check at our store for you to pick up. While there are other items I disagree with in your email, the main fact is an employee made a mistake, we have addressed that issue internally, and also fully refunded your deposit. Again, we are very sorry for your experience.
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