Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/05/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted *****************************/ H2O Pools and Spas/Crystal Clear in March 2023 from a contact through Thumbtack. Requested a tankless water heater install and replacement of liner for an above ground pool. ****** told me that the liner would cost $750 and the water heater would not take long or cost much, no more than $1,000 for both services. He replaced the liner on 4/4 but we discovered the heater was not the right ampage for my pool size. He said he would come back the next day to remove the vacuum when the pool was full, and return again to install the heater within a few days of my getting the new one in. He said asked for the full $1,000 and promised he would return and complete all of the work. The notes on the cashapp payment reflect payment for both the liner and heater install. He also said would put the stairs back in and place a barrier under my filter equipment. I made multiple calls and sent texts over the next few weeks after the heater came in. ****** kept saying he would come back on specific days to complete the work but did not show. Finally we said that we would leave a review about his service and he threatened us with a defamation suit. He said that he had charged us a standard $1000 for a liner install and that our business was concluded. That is not what was agreed to. He even brought and left some plumbing parts on our property. He never put the stairs back in and on a closer look he left the wall caps partially installed. Receipt: "C:/Users/grate/Downloads/Receipt from cashapp.html"

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted ***************************** to replace a in ground pool liner that was failing back in March of 2022. He came out on March 31st to take measurements, provide liner choices, and a quote of $7200 to include removal/disposal of old liner, replacement of new of one and two tankers of water. We would need to pay $4800 and the balance once installed. The check was written on 5/10. We drained the pool on May 14th for work to begin on May 16th. He ordered the wrong liner and the wrong size. He stated it was his fault and he would expedite the correct one for an install around July. In the meantime, the wrong liner was installed (its too big) to save our early pool season. We filled the pool from our hose with the understanding that when the new one was installed we would continue with the tanker fills as previously decided. On June 25th he stated the correct liner was in and he would text us after the week of July 4th with a date to drain the pool. On July 14th after sending several texts (9/27, 9/28) he informed us that he "wasn't ignoring me' but couldn't complete the job until he hired someone and stated he would do it the same day he had hired help again. I texted him on 9/27, 9/28 and left 2 voice mails in early October and then again October 18th. He has not responded to any texts or voice mails since July 14th. My pool season was slightly salvaged in the sense we could use the pool this summer but because the liner is too large, there are giant wrinkles, sides that aren't attached to walls, and a slow water leak somewhere. All this has caused to have to put water in the pool each week, we have been unable to vacuum the pool thoroughly because of the the large wrinkles, there are areas in the pool that people are not allowed to swim near in fear they, will puncture or pull the pool the liner off the beading.