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:24/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Hello - we purchased a modified shipping container pool from Modpools that was installed in April 2021. We noticed the following spring that a number of rust spots had appeared through the inner liner. We contacted them for a warranty repair in June 2022. They confirmed it was covered under the warranty and would contact us to schedule a repair when they had a team in our neighborhood. Since that time I have contacted them every few months attempting to schedule a repair and indicating the rust sports are spreading and getting larger. They continue to respond but each time with a different explanation as to why they cant repair it now but they will soon. Examples are that the liner repair machine is busy doing repairs in the ***** that the machine is in B.C., weather replayed delays, injuries etc. The most recent explanation was that they are having customs issues getting the machine into the **** I reminded them that I am in ****** and asked to schedule something. They then responded that while they are eager to get the repair work done management cannot confirm a time. Given we are approaching five years since I reached out to them, I am getting concerned they do not intend to fix the issue. The pool looks awful, like it constantly has dirt in it and Im worried about a leak forming. I informed them in my last email that after the time period that has elapsed Id be escalating the issue and decided to reach out to the BBB. I am happy to provide my email correspondence with them.

  Business Response

  Date: 27/02/2025

  We understand your frustration regarding the repair timeline. We acknowledge that the wait has been extended, and we sincerely apologize for any inconvenience caused. While we strive to complete repairs as quickly as possible, we operate under certain constraints, including seasonal limitations and repair schedules. We regret the error in sending you an email intended for our US customers, which may have caused confusion. We are unable to provide a guaranteed repair date at this time, but we are actively working to address your repair as soon as we are able. We appreciate your patience

• Initial Complaint

  Date:08/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  The issues we have experienced with Modpools are as follows:The Modpools website states that the pool is usable in all climates, both warm and cold. However, once the pool was installed at our home in **********, which has a desert climate, we observed that the pool water reached 107 degrees during the summer months, making it unsafe to use. Modpools suggested installing a chiller, which would incur additional monthly costs, along with the expense of new equipment installation. At no point did Modpools inform us that living in a desert climate would require a chiller. As it stands, the pool is unusable during the summer months.There are rust spots in the pool, and the jets are leaking.The pool paint is leaching a pink powder into the water. Modpools originally said it was algae. Modpools now claims this is due to chlorine bleaching. However, we have had the pool professionally serviced since day one, and the maintenance company has provided weekly chemical readings, which are documented and in range. When the pool started turning pink, the chlorine levels were nearly zero, as we were relying on the ** sanitizer. A professional pool company has since reviewed the situation and informed us that the paint used in our Modpool was likely not pool-grade.The silicone seals on the glass windows are coming loose.There are rust spots in the pool.All in all, it is very disheartening that just a few months after installation, the pool is essentially useless. Modpools offered to send a Canadian technician to fix the pool, at our cost, and only when they "happen to be in the area."We would like Modpools to cover the cost of a local technician to fix the poolthis should include repainting the interior with actual pool-grade paint, repairing the rust spots, resealing the glass, and fixing the leaking jets. We want Modpools to sell us a chiller at their cost. Alternatively, we would be willing to pay to ship the pool back to Modpools for a refund.

  Business Response

  Date: 10/10/2024

  Hi ****,

  We understand your frustration with the issues you've experienced with your pool and want to address your concerns point by point.

  
  The pink discoloration you're seeing is a result of improper chemical usage, specifically over-chlorination. We advise all our customers, and it is clearly stated in every binder we provide, that chlorine pucks should never be used in any Modpool as they can cause significant damage such as bleaching and discoloration. While our pools are designed to be low-maintenance, maintaining balanced water chemistry is crucial to prevent these types of issues. It was admitted by your pool person that chlorine pucks were being used, despite our clear guidelines against this. When we suggested that it could possibly be pink algae, the first step should have been to test and confirm the presence of algae before applying shock, as doing so without proper confirmation further damaged the pool.The window seal issue is also likely related to over-chlorination. While routine seal maintenance is expected, the excessive use of chlorine can accelerate wear and tear on the seals.
  
  In regard to the chiller, it's important to note that a chiller is not necessary for our pools. We have many customers in even hotter climates, such as ***** and **********, who do not use chillers. However, we understand your concerns, so we have recommended a chiller option that you can look into. You would just need to hire a pool company to handle the installation, as we do not sell or install chillers ourselves.

  
  Lastly, a discounted rate to repaint the liner was offered for the next time we are in your area, should you wish to proceed with the repair.  

  Customer Answer

  Date: 11/10/2024

   
  Complaint: 22396028
  
  Dear Mr. ******* and the Modpools Team,
  
  In response to your message, we would like to provide the following information:
  
  We have a professional pool company maintaining our pool and tracking chemical levels weekly. They did not use a chlorine puck floater in the pool. In fact, based on the weekly chlorine levels provided by the service provider, the chlorine level was at zero when the pool walls turned pink, as we were relying on the ** sanitizer. If a highly-rated professional pool company, following best practices, can cause an entire Modpool to turn pink and the paint to flake off, I am deeply concerned about the quality of Modpool's design.
  
  When we initially brought up the issue of the pink walls, your staff attributed it to algae. Later, the diagnosis shifted to chemical ***** caused by our pool maintenance company. However, I have read in the Modpools ******** group about other customers experiencing pink walls, even though they only used liquid chlorine. It seems this is an issue regardless of the chemicals used. I also contacted the manufacturer of the paint that was provided in our owner kit for touch-**** and they stated that their product should not have turned pink or leached off as powder, regardless of the type of chlorine used. This begs the question of whether the paint was not properly applied.  They explicitly stated that their paint would not turn pink from chlorine exposure of any kind.  
  
  Additionally, we have encountered other issues. Rust spots have developed, the jets are leaking, and the glass needs to be resealed. A glass company visited our property today, and their installer noted that the wrong silicone was used and that the adhesive was improperly applied. It was his professional opinion that household silicone, meant for minor household applications, was used instead of industrial-grade adhesive and silicone. As a result, I now need to hire a glass company to fix the glass. Modpools has claimed that chlorine caused the silicone to fail, but the exterior side of the windows, which has not been exposed to chlorine, is showing the same issues. It is unfortunate that these defects have surfaced in less than six months since installation.
  
  From June to August, the pool water reached 107 degrees, making it unusable. No one would allow their children to swim in water that hot, especially with ambient temperatures reaching 103 degrees. We should have been informed that in warm climates, a Modpool requires shading, burial, or the installation of a chiller. Our pool is set up in full sun, a setup option shown in photos on the Modpools website. Without considerable modifications and expenses to create a shade structure or install a chiller, the pool will remain unusable during the summer months.
  
  What has been most troubling throughout this experience is the lack of meaningful support from Modpools. I have called and emailed, but responses take days, and sometimes up to a week. We were offered a free can of paint and the option to pay for someone from ****** to perform the repairs when they happen to be in the area. However, no scheduling options were provided, and no assistance was offered in finding a local contractor to help with repairs. Meanwhile, it has been six months since we installed the pool, and we have only been able to use it a few times. Now, we are forced to find local contractors on our own to fix our Modpool.
  
  After investing $115,000 in this project, having the pool become unusable in such a short time with no meaningful support has been incredibly frustrating. My original hope was that Modpools would assist with these repairs using a local contractor. Being told that we could pay to have someone come from ****** when they happen to be in the area is not an efficient customer service solution. In ********************** most recent email, they stated that because I voiced my concerns publicly, they would no longer assist us. This is ironic, given that even before I involved the BBB, no significant help had been provided.
  
  What I would like from Modpools is to cover the cost of fixing the glass and repainting the pool using a local New Mexico contract, ensuring that it is done properly and in a timely fashion.  I am happy to provide written estimates and an inspection report that highlights their findings, which indicate manufacturing defects. We simply want a working pool for our family, but so far, purchasing a Modpool has been a huge financial mistake and an ongoing hassle.
  
  We are still hoping Modpools will come through and help us get the pool working. 
  
  Best,
  **** ****

• Initial Complaint

  Date:23/05/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  After explaining costs of pool install were too high at the moment, the salesperson assured me as it was in writing that I could get my deposit back no problem and would update me every step of the way.
  She finally told me she received my wire information but that was over a week ago. I tried to set up a call to get an update with she ignored. All calls to the company told me there was no one else to talk to that could resolve the matter. I don’t understand why after being assured the deposit could be returned with a simple wire that takes only a few business days (I work in accounting) I cannot get an update and have not have the money refunded.

  Business Response

  Date: 24/05/2024

  Thank you for the feedback *****, we apologize for the delay but can share more details about this situation to address your concern. When processing refunds, the first step is to receive the customer's banking information and then our salesperson will pass the information to our accounting department, at which point they can start to process the refund. We received your banking information on May 15th. Your salesperson has responded to your emails confirming that we had received your information and confirming that we will notify you as soon as the refund is processed. 
  
  
  Please note that our management office was closed on Friday, May 17th and we had a Canadian holiday on Monday, May 20th, which may account for a slight delay. When issuing refunds, we must allow for a 30 day grace period to process your refund. Your salesperson confirmed this timeline today via email. We appreciate your patience as we finish processing your refund, we will continue to communicate any updates by email. 

  Customer Answer

  Date: 28/05/2024

  
  
  Better Business Bureau:
  

  My salesperson I had contacted apparently was ill but I was also unaware of the holiday. I also was not aware of the 30 day return period. I look forward to the refund in a timely matter as stated and will stay in contact. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  * Purchased our pool in 2018 and it was delivered in 2019 * We had a few issues and reported to Modpool * Within the first year the liner and window were showing signs of failure * We put in our warranty request and were told because of Covid they could not come to the states * We waited till 2022 and were told they would come to fix the pool at the end of the summer. In September of 2022 they said they could not come as they were fixing other jobs in cooler climates * I reached out again in April of 2023 and they assured me I was top on the list. Today is August 3rd, 2023 and I still have not updates. I do not believe that Modpool or the owner Paul R****** intend to make any repairs * As a buyer when you call Modpool or Paul R****** they assure you they have a team in the states. * As an owner of a Modpool when you call customer service or Paul R****** they inform you they are looking for staff to fix the pool but are unable to find staff.
  

  Customer Answer

  Date: 08/08/2023

  We have 7 more years.

  Business Response

  Date: 10/08/2023

  Hi, 

  Thanks for your patience while we adjusted the requirements for your modpools. I apologize for any inconvenience this may have caused you. After a careful review of your situation, it has become apparent that a reline will be necessary to ensure the optimal completion of the job. I've taken the time to address these developments in detail through our extensive email correspondence this week, outlining the challenges that have led to the unavoidable delays.

  
  I understand the importance of timely project completion, and I want to assure you that we are committed to delivering the best possible results. Given the need for a reline, our team will focus on completing the job correctly as soon as possible.
  
  I have also initiated discussions with our management regarding the feasibility of completing jobs in your area in 2023. We hope to finish your project as soon as possible. Your understanding and patience during this period of adjustment are greatly appreciated. Please feel free to reach out to us directly if you have any further questions or concerns.

  Modpools.

   

  Customer Answer

  Date: 10/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: ModPools has stated they will be in touch with me by Wednesday August 16, 2023 with an update on the solution.  I am hopeful they will set a repair date.  Once they awknowledge the repair date and repairs needed.  I will gladly accept this offer.  However, If you read their response they have had problems servicing my pool for over two and a half years.  When I contacted them in April of 2023 I asked for a specific date to make the repair to the pool as we need to plan our schedule and drain the pool.  They stated they would contact me "soon," I never heard from Paul R****** or Modpool  for the entire summer.  In August of In August of 2022 they had to cancel my repair as they did not have staff in the State of California.. Fast forward one year later August of 2023 they do not have the equipment nor the staff to make the repairs.  The state of California. has the most Modpools and they have no staff service warranty requests.  I now am aware of two other parties in ******************* needing the same repair. Meaning if this was really important to them they would fly someone down to repair all three pools. I am fairly certain the next response will be a long email with no dates and no solutions.  Paul R****** needs stop producing these pools in California or state that there is NO Warranty on the pool.  I never would have invested in this pool if I knew there was no warranty.  I look forward to Paul R****** fixing my Modpool and honoring the warranty his company states that they have.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 21/08/2023

  ***********************,

  We sincerely apologize for any frustration or inconvenience you've experienced throughout this process. Our team truly values your business and is committed to resolving the situation to your satisfaction.

  We understand the importance of promptly addressing repair needs and providing clear communication to our valued customers. We acknowledge that there have been delays and challenges in scheduling the repair for your pool, and we apologize for any inconvenience this has caused you.
  
  We have taken note of your specific concerns and frustrations, including the delays in response, scheduling difficulties, and the apparent lack of available staff and equipment for repairs. We are actively working to address these issues and improve our service moving forward.
  
  In response to your concerns about the warranty, please rest assured that we stand by the warranty provided with our ModPools. It is our commitment to ensure that any valid warranty claims are addressed in a timely and efficient manner. We sincerely apologize for any misunderstanding or miscommunication regarding this matter.
  
  Regarding your pool repair, we are diligently working to provide you with a definite repair date and a comprehensive solution. Our team is committed to ensuring that your ModPool is restored to optimal condition. We will contact you again, as previously stated, with a detailed update on the solution and repair timeline.
  
  Once again, we apologize for any inconvenience you've experienced and appreciate your patience and understanding. 

  Sincerely,
  Modpools

  Customer Answer

  Date: 21/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1) Modpools has unable to supply a repair date.

  2) Modpools sales team states that California is one of their largest markets, but has not warranty team in place.

  3) Modpools has yet to state what repairs will be done to my pool including the pool liner, bubbles, light, jets, and interior of window seal.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 25/08/2023

  ***********************

  We appreciate your feedback and concerns regarding our response. We would like to address the points you've raised:
  
  1)We understand your frustration with the lack of a specific repair date. While we are unable to provide an exact date at this moment, please be assured that we are committed to keeping you updated regularly on the progress of your repair.
  
  2) Our warranty team specializes in liner repairs and primarily focuses on relines and touch-ups, which is why they are a traveling team. While we do have dealers in California  for regular touch-ups, unfortunately, none of them are located in your specific area. We apologize for any inconvenience this may have caused.
  
  3) We apologize if there has been any confusion regarding the scope of repairs. The reline will indeed address all issues related to the liner, including bubbles and seals. Furthermore, we are actively working to resolve the issues with your jets and coordinating with manufacturers to address any other concerns you're experiencing.
  
  Rest assured, we are fully engaged in addressing your concerns through various communication channels, including text, email, and phone. Your satisfaction is of utmost importance to us, and we are dedicated to resolving these issues promptly and effectively.
  
  If you have any further questions or if there's anything else we can do to assist you, please don't hesitate to reach out to us. Thank you for your understanding and patience as we work towards a resolution.

  Sincerely,

  Modpools.

   

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  - ******* was purchased in spring of 2020 - installation of the pool occurred in late spring of 2020 - pool was functioning summer of 2020 -rust and bubbling of the liner appeared in first few months - approx. cost $58,000.00 ******* was committed to deliver pool and warrantee was on for any no fault damages to the container and liner - full liner replacement, under warrantee repair work has not been taken care. to date ******* responded to the dispute but has failed to make a good faith effort to resolve it.- order is under the name ******

  Business Response

  Date: 14/06/2023

  Hi, 

  Thank you for taking the time to share your feedback. We understand your frustration regarding the delay in providing a timeline for your repair, and we sincerely apologize for any inconvenience this may have caused.

  Our Liner machine, which is required for ***********, is currently down in the US. Unfortunately, this unforeseen circumstance has affected our ability to promptly address warranty jobs like yours. We want to assure you that we are fully committed to completing *********** as soon as the machine arrives in ******. Throughout this process, we have made consistent efforts to keep you informed about the situation and the progress of ***********. We believe that open communication is crucial in building trust and maintaining transparency with our valued customers. However, we understand that our inability to provide an exact timeline has been frustrating for you.
  
  We value your patience and understanding during this challenging period. Our team remains dedicated to resolving *********** as soon as possible. If you have any further concerns or questions, please do not hesitate to reach out to us. We are here to assist you in any way we can.
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding. 

  Customer Answer

  Date: 14/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have been told for the  last three years that their 'liner' machine is in **********. I cannot be expected to wait year after year for three years for their machine to make its way to ******. Three years to wait for a repair is unacceptable. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 16/06/2023

  Hi ***********************, 

  I deeply regret the inconvenience and frustration you have encountered due to the prolonged delay in addressing the problem with our 'liner' machine. I acknowledge that it is entirely unacceptable to have been informed for three years that the machine is in ********** and to have endured such a lengthy wait. We sincerely apologize for the extended delay; however, please also note that the warranty does not provide a specific timeframe for repairs.

  We value your feedback and take it seriously. This situation has prompted us to reevaluate our processes and communication channels to prevent similar occurrences in the future. We are actively working on improving our repair and logistics procedures to ensure efficient and prompt service for all our customers, regardless of their location.

  Sincerely, 

  Modpools

• Initial Complaint

  Date:13/04/2023

  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.

  I spent nearly $100K on a custom modpool. The liner of the pool has begun to bubble, requiring a complete reline, as well as the gasket to the window coming dislodged. All of these issues have happened within 8 months of installing and using the pool.
  
  Modpools is denying all liability. They state that chlorine pucks are not good for the pool. However, no where in their literature that comes with the pool is there a warning against the use of pucks or that type of chlorine.
  
  Secondly, the gasket they install between the window and the pool is poorly made and designed. The gasket has never stayed in place and the pressure of the water will not allow it to stay in place.
  
  These pools are great in idea, but awful in construction and even worse for customer support.
  
  Modpools refuses to assist and denies any sort of responsibility.
  
  Do not spend your money with Modpools if you're a US customer. They will take your money and then leave you on your own.

• Initial Complaint

  Date:31/08/2022

  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.

  I started the purchase process of a modpool in July 2022. I decided not to go forward with the pool and had not yet signed the paperwork therefore allowing me to recieve my initial deposit back minus $2000. I sent all wiring info over and was told the wire would take 10 - 15 days (longest wire transfer ever) to show up back in my account. After 15 days nothing had shown up and I contacted modpools. They said they didnt have all the information needed for the wire. That would have been nice to know 15 days prior when they had supposedly initiated the wire the first time. I then got the information again from my bank and sent it to them and was again told it would be 10 - 15 days. I have yet to recieve my deposit back and the lack of communication from modpools is very concerning.