BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that O'Brien Swimming Pool Service 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 O'Brien Swimming Pool Service 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
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||1|
Type of Entity
Business ManagementMr. Jamie O'Brien, President Jim Moellering, Estimator Larry Scherer, Service Manager
Swimming Pool Contractors, Dealers, Design Swimming Pool Service & Repair
6005 N Lindbergh Blvd
Hazelwood, MO 63042 (636) 343-6622 (314) 521-4151 Directions
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Additional Phone Numbers
- (636) 343-6622(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|
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BBB Letter Grade Scale
Star Rating scale
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Read Complaint Details
Complaint: They renovated our pool in 2009 and the first thing they did was a lousy job. We have always have had trouble getting them to come out her, and they always say they come over when we are gone. Our pool became so run down and moldy we had to get a different company. We couldn't get them to come out, and they basically ruined out pool and we are paying, 5 years later, for someone else to rehab it. The company is in the daughters name now, and she will not stand by it and she always says "Well, that was before my time." The new company took the liner up and they notice to wood was mushy with mold and it was just awful.
Desired Settlement: I would like pro-rated money returned. I don't expect 100% but I have to have the job redone. I would like at least $2,000. It was only 5 years, and I paid over $10,000.00 for them to fix it.
Business Response: Initial Business Response /* (1000, 5, 2014/08/05) */ Dr. and Mrs. ******, Thank you for calling O'Brien Swimming Pool Service yesterday (8/4) to notify us that you were going to contact the BBB today (8/5). We just wish you had called us sooner about addressing a solution or allowed us to view the problem for ourselves once the other pool company removed the liner and found damage to the pool floor. Mrs. ****** is correct, I did say that the work was completed before my time and that is why I could not speak to how the work was completed or to why we used the materials that we did. My father owned and ran O'Brien Swimming Pool Service from 1985 until 2010 when he passed away from cancer. I took over in the fall of 2010 after his passing. Since the work was completed in 2009, that is why I do not know more about the work. However, I did not say that we wouldn't stand by our work. We have not been given the opportunity to observe the condition of the pool floor for ourselves. From the records we have on file, it looks like we completed a very large project including: adding in a tiered pool floor, replacing the pool liner, replacing the pool deck and patio, replacing the aluminum pool coping, installing a new pool light and niche, repairing the pool returns, repairing the fiberglass pool walls, installing a commercial grade deck drain, and adding a stamped texture finish to the pool deck. This entire project came to over $30,000. The pool floor renovation (adding in a tiered floor) is listed for $6,000 on the contract. We do not have any record of the customer having issues with the timeliness of our work or the quality of the work until now. Our Sales Manager did come out this year to give the customer a quote on a new liner (as requested by the customer), but there was no way of knowing the issues with the pool floor until the liner was removed (which just occurred recently by a different pool company). We do have a record that we came out to patch a hole in their pool liner in August of 2013. Our concern would be that hole(s) in the liner caused water to puddle on top of the pool floor and would damage the floor. A hole in a liner could occur from a number of different sources from pool use or maintenance. We would like to examine the pool floor for ourselves and determine what we feel is the cause and the best solution for the pool floor before we decide if writing a check is the best possible solution for this situation. Sincerely, ***** ******** President O'Brien Swimming Pool Service
|6/16/2014||Problems with Product/Service|
Customer Reviews Summary