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BBB Accredited Business since
Phone: (888) 825-7665 Fax: (916) 652-6647 View Additional Phone Numbers PO Box 6687, Folsom, CA 95763
BBB Business Reviews may not be reproduced for sales or promotional purposes.
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.
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 Cookie Cutter Pools 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||0|
Licensing, Bonding or Registration
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
The number is 295133.
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 TipsBuilding a Swimming Pool Tips Hiring a Contractor in California: Essential Tips
PO Box 6687
Folsom, CA 95763 (888) 825-7665 (916) 532-0133 (916) 873-7772
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BBB Complaint Process
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Additional Phone Numbers
- (916) 532-0133(Phone)
- (916) 873-7772(Phone)
- (916) 426-5864(Phone)
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: In April 2014 Cookie Cutter Pools finished constructing a pool and outdoor kitchen in my backyard. On May 22 I bar-b-qued on the new bar-b-que for the second time. On May 23, at four a.m. I was awakened by my neighbors and fire engines announcing that my home was on fire. It was determined by the fire inspector that the cause was the bar-b-que which was installed too close to the house and the frame of the outdoor kitchen was made of wood. Cookie Cutter Pools was determined to be at fault. I was nave enough to believe that Cookie Cutter Pools would take responsibility for the fire that caused great damage to my home and could have cost us our lives. They have refused to cooperate with my insurance company and so I am out $2,500 which is the deductible on my policy. It is bad enough that they endangered by home and my life by their careless installation of the outdoor kitchen and bar-b-que , but refusing to take responsibility for their actions is inexcusable and just plain wrong.
Desired Settlement: I would like Cookie Cutter Pools to do the honorable and professional thing by cooperating with my insurance company and taking responsibility for their actions. I would also hope that they would no longer build flammable wood frames for outdoor kitchens and read the instructions on how close they can install a bar-b-u=que to the house.
Business Response: Cookie Cutter Pools was notified of the fire AFTER the complainant had already received compensation from her fire insurance company. Cookie Cutter Pools has not been refusing to cooperate with the complainant's insurance company. There have been several communications with the complainant's insurance company since we were notified of the fire. Cookie Cutter Pools was fully insured at the time of the fire and the claim has been submitted to Cookie Cutter Pools insurance company for investigation and processing. Cookie Cutter Pools has been in communication with there own insurance company and emails sent as recently as this month (July2015) attempting to resolve this claim have included a "cc" to the complainant's insurance company.
Problems with Product/Service
Read Complaint Details
Complaint: There so many complaints about this company I'm not sure where to begin. #1) The pool was 13" smaller in width then agreed upon.#2) The water feature & wall was never completed as agreed upon in the contract. #3) currently my house has no electricity to the front yard & hallway. The circuit continues to break... This occurred immediatley after the electrician installed the pool electricity through my attic. My wife & I have paid the full & agreed upon amount & identified the aforementioned electrical issues with no response.....
Desired Settlement: Please correct mistake
Consumer Response: The contract number is my address which is *** ******* ***** **
We are writing in response to the letter dated January 5, 2015 regarding a complaint filed by ******* ***** against our company, Cookie Cutter Pools, Inc. (CCP).
Mr. ***** signed a contract with CCP for the construction of his swimming pool on 6/7/14. The pool was completed the first week of August 2014. Mr. ***** indicates he has "so many complaints about this company I'm not sure where to begin" however since he lists only three I will respond to those three concerns.
1. The pool was 13" smaller in width than agreed upon: We do not dispute this. The pool is smaller in one area by approximately 10 square fee. When the shortage came to our attention we offered to fix it, however Mr. ***** asked if we could give him extra concrete decking in lieu of fixing the pool size. We have attached the agreement (contract addendum) signed by Mr. ***** on 7/27/14 that documents this agreement between Mr. ***** and CCP.
2. The water feature and wall was never completed as agreed upon in the contract: The water feature and wall were constructed as agreed upon and per the contract. If there are issues with the functionality of the water feature we will be glad to fix or repair as needed.
3. No electricity to the front yard and hallway-allegedly due to pool electrical installation: I was not aware of this concern until I received the above referenced letter from the BBB. I have already contacted the electrician and asked him to contact Mr. ***** so that he can go out and assess the situation. If there are electrical issues created by CCP we are more than happy to address those.
While there may be issues that arise during or after a construction project, Cooke Cutter Pools takes pride in their work and strives to address all customer's concerns in a timely manner. We have provided Mr. ***** with a quality product and have gone over and above the contract by providing him with a free umbrella sleeve in the pool's cabo bench. We will continue to work with Mr. ***** to address all valid concerns or issues that he has.
Cookie Cutter Pools, Inc.
Consumer Response: I am rejecting this response because: To date, my power is not functioning as a result of inadequate electrical work. Despite the statement, I've received no call nor will I. This has been an ongoing issue since hiring this company. The fact of the matter is, I paid 30k for a pool that was not built as promised & continues to haunt me several months later. I just want my damn electrical fixed.
Business Response: Company states: I have not heard about any electrical problem until it was relayed through the BBB. I have called the consumer and they mentioned there is no electrical problem. If the consumer has any issues they are free to contact me and I will answer their calls. If there is in fact an electrical issue we will gladly send someone out to look at it but they will be billed for anything outside of the related work we have done.
Consumer Response: I am rejecting this response because: To date, I have received no form of contact regarding my complaint despite the response. My cellular phone, work phone, or email has not changed since notifying cookie cutter of this issue. It appears emails will continue & BBB will not act as expected. So, I'll pursue my legal options.
Problems with Product/Service
Read Complaint Details
Complaint: Pool built by this contractor has a leak in multiple places. Started in June. It's October and the issue is not resolved. Multiple phone calls later, I gave up. I hired another contractor who located the problem which has to do with incorrect grout use in tiling which leaks water, plaster that has gap on the tile borderline, leaking waterfall with incorrect seal, etc... I spent $350 on leak detection and the estimate to repair everything will come out to over $2500. Contractor left me hanging, calls are unanswered, customer service is non-existent.
Desired Settlement: At this time, with so many issues with the way tile and plaster was applied causing multiple leaks, I would like the builder to pay for the repairs to be conducted by the contractor with solid reputation. All estimates will be provided by licensed and bonded company.
Mr. ******* contacted us and indicated his rock waterfall was ****ing. We went out and resealed the
I am rejecting this response because:The more reasons Cookie Cutter comes up with on how this
When we were informed by Mr. ******* that his pool was leaking we asked him to turn off his pool equipment and his auto fill. This would enable us to find the level of a leak. To our knowledge this was never accomplished. We send our start-up man to check the skimmer area and did not see a leak with the die test but did reseal this area.
On 9/8/14 we had ***** Plastering go to the ******* pool and check for leaks. They found a small leak around a return pipe fitting and fixed it. They also checked the skimmer area, found no leak, but resealed it as a precaution.
Mr. ******* did not tell us after these repairs that he thought the pool was still leaking and on his own hired a leak detection company who came out on 9/16/14 and claimed the skimmer area was leaking; the same area we had two separate people check and found to be leak free.
On 9/24/14 the leak detection company was recalled by Mr. ******* and said the area by the skimmer was leaking (which they had checked and indicted they had repaired on an earlier visit).
We are more than happy to recheck again and do any necessary repairs if required, however Mr. ******* has indicated that he does not want us to do the repairs.
We have made multiple attempts to resolve this issue. Unfortunately when a customer is unwilling to work with us to resolve an issue our hands are tied.
My pool was leaking since June. The last letter I received
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