BBB Accredited Business since
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This firm offers swimming pools and service, septic tank services and septic tank cleaning.
A BBB Accredited Business since
BBB has determined that Farwell Pools & Construction, Inc. 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 16 factors. Get the details about the factors considered.
Factors that raised the rating for Farwell Pools & Construction, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 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||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
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:
Type of Entity
Business ManagementMr. Duane Farwell, Owner
Swimming Pool Contractors, Dealers, Design Swimming Pool Service & Repair Swimming Pool Cover Sales & Service Swimming Pools - Maintenance All Other Amusement and Recreation Industries (NAICS: 713990)
Alternate Business NamesFarwell Construction
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: May of 2011, I called to report that my pool that Farwell constructed in May of 2008, had several problems. First, the ropes on the automatic pool cover broke. This happened due to misinformation that Farwell gives to (or at least use to give to) their pool customers about shutting down the pool for the year (I live in the midwest and in the winter the pool needs to be shutdown). They tell the owner,through their literature, to drain the pool to six inches under the skimmer. This in fact cause undue strain on the ropes as the snow and ice accumulate on the pool cover through the winter months. When I called to ask about the cover and its warranty, Farwell's customer service asked when I had the pool constructed. When I told her 3 years prior, she told me that about how long the ropes last. Two years later and the ropes break again. Second, I told them the PCV return pipe developed a leak. They repaired both in May of 2011 for $1531.62. Two years later, I have had to have the same work done as both the PCV valve has sprung a leak and the ropes have broken.
Desired Settlement: They refund me the cost of having the same work done again.
We are sorry you are having difficulty with your swimming pool. Farwell Pools install the best brands of products available in the swimming pool industry and install the items with a lot of experience.
In reviewing the history of this swimming pool we find it was built by our company in 2007. We closed the pool the first year at no cost to the customer with the water level at just below the skimmer. We gave the customer a personal training session so they could learn the easiest and most economical way to run their pool. We offer each customer to call us with any question regarding how to run the pool and free water testing.
Our history with this customer is they use advice and services from other companies and call us only when they have a problem. The problems mentioned in the complaint we feel were preventable had they consulted us. The complaint mentioned a broken pvc pipe that our company repaired for them, that type of repair is uncommon but an unfortunate result of our Wisonsin winters.
The customer claims we advised them in our literature to lower the pool water level for winter to 6" below the skimmer when in fact that is for safety covers and tarp type covers only. Every late summer we send out a flyer to customers who use our closing services where it clearly states the water level should be lowered to the bottom of the skimmer.
Proper operation of automatic covers is critical to experiencing few problems. Attempting to open the cover with rain water on it or before the winter water level is restored to normal is beyond the design limit of all brands of automatic covers and is a major reason for rope and cover failure. It is the customers responsibility to pump off water on the cover before operating it. Family members and guests that have not received instruction on the operation of auto covers should not be allowed to operate the cover until they have received training.
Consulting us for advice about any phase of pool operation is free and a great way to help prevent premature component failure.
Farwell Pools and Construction Inc.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
***** ******* states in his response that Farwell closed the pool once at no charge. He does not mention that closing cost us $63.30! We did call Farwell back in May of 2008 because the the cover came off its track - after Farwell had winterized it the winter before (they dropped the level of the water 6 inches below the skimmer when they closed the pool and caused the cover to come off its track). According to ********* we have an automatic safety cover, which according Farwell response, should have the water level dropped 6 inches below the skimmer.
We did read all the literature on all components of the pool including the pool cover pump, which we have already replaced 3 times. We religiously pump off the rainwater as the rain is coming down and wait until it is completing done pumping before even trying to open the pool cover. For the first 4 years after the pool was built, we used only Farwell and from time to time requested advice from them only. How Farwell gets off saying we only used them after using other companies and then calling them after something went wrong is a blatant lie and I would like to know where he gets his information?
As far as using only the best brands of products available I would have to disagree. They use products that are okay but far from the best. The Hayward water pump they installed broke down in 4 years and I had it replaced with a super efficient, super quite, Eco pump which has a 3 yr warranty vs the 1 yr warranty that the Hayward has. The Goldline Control panel that Farwell put in has a known defect that I had to repair (a solder that I had to do) that would have cost me $700 to replace if I had not researched it myself.
And finally the broken PVC pipe that they were kind enough to repair and charge me $163 for labor lasted 2 years! I'm sure that was my fault also.
I take very good care of all my property especially my pool. I daily take the chemical readings and make sure that all levels are within tolerance. I am not disputing the work that we done but rather the followup and the gouging that I got from Farwell not backing up their work or materials. I am not satisfied with the lame response letter in which Farwell did not address my compliant, made off the wall remarks (lies) on how the equipment was treated and pointed to no facts in his rebuttal. Obviously he does not take this complaint very seriously.
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.