Complaints

This profile includes complaints for Lakeside Pools's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lakeside Pools

  7225 N 110th Ave Ste 7 Glendale, AZ 85307-2806

• 

  Lakeside Pools

  600 W Chandler Blvd Chandler, AZ 85225-2500

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:07/06/2023

  Type:Order Issues
  Status:

  UnpursuableMore 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 signed on the project August 2021 and pool is not completed. Interior finish, plumbing, and diving board is needed. I tried calling the company via mail and phone with no success. Pool cost was paid in full. I was told by the hardscaping company that company went out of business. Please help us.

• Initial Complaint

  Date:07/05/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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 signed into contact with Lakeside Pools in August 2022. Our contract stated that work was to be completed within 180 days of closing (we closed in January 2023). As of July 2023, only the excavation and the rebar has been completed. All communication has ceased and the project appears to have been abandoned by Lakeside. We've tried to contact them multiple times via phone and email with no success. I stopped at their physical location to see if I could speak with someone, and the doors were locked with the shades down.

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  On 1 Oct 2021 we signed a contract with Lakeside Pools after research and getting different quotes and Perspectives. We were told to expect 9 months up to 12 because of the state of the construction industry. We appreciated the honesty and had hoped that would be the foundation of our relationship. My wife and I have been forgiving when they made mistakes that cost months, patient as we had multiple superintendents, kind when we were angry. Yet, we have now been deceived and ghosted for the completion of our pool. We made every payment on time as asked and even did our own identification of challenges when we had a superintendent that was failing. They asked us and pressured us to remove hardscape (which was a blessing we found a great company with ECO Yard) due to being backed up. They pressured us to change finishes from Pebble Tec to Universal Cement, a cheaper product and application with no refund. We accepted all of this, yet we are now just 3 months away from 2 years with a possibility of losing our money we paid this company and having an unfinished pool. We have been nice to a fault and now we are just left in the dark.

• Initial Complaint

  Date:06/26/2023

  Type:Delivery Issues
  Status:

  UnpursuableMore 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.

  ******************************* <*********************>Thu, Jun 22, 11:56?AM (4 days ago)to selinajimenez0105 We signed a contract and started our pool build and landscaping project with Lakeside Pools in the summer of 2022. In February of *********************************************************************************** full so we made the last payment of our $86,000 project to keep the process moving. In May of 2023 after several delays and product reselections we finally got the swimming pool part of the *****************. However, since February of 2023 we have been told that our turf for the landscaping was on back order and lakeside had not ETA on when they would get the order in. In March 2023 to make progress on the landscaping process we opted to switch from turf to real grass under the pretense that grass was not on back order and that we would finally get our back yard complete. Beginning in April 2023 we have been giving a date completion that turns into no one showing up on the scheduled date nor calling to cancel or reschedule.After I call and finally make contact with a company agent I get another excuse and another completion date with the same outcome. Here we are June 22nd ********************************************************************************************************************** the office. I decided to go to the office in Glendale to get some answers and to my disbelief that the site looks closed down? Not only is our landscaping not complete they forgot to install the Screen logic technology that we paid extra for when finishing the swimming pool orientation. We were told that the pool technician Jr. would be at our home on June 9th to install the missing parts needed and never hear from anyone again. All we want is truthful answers and our back yard to be completed!

• Initial Complaint

  Date:05/08/2023

  Type:Order 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.

  We signed a contract with Lakeside in the Fall of 2021. They excavated the pool in Spring of 2022. Work has been very slow with no time frame for completion. Contract states that the work will be completed within 180 days of excavation. This places the project approximately 7 months outside of contact. Agency has stated since December we are in line for hardscape to be completed without a date when this will be completed. It is now May. For the last three months we have been told "the end of next week" or in two weeks without anyone showing up to work at those time frames. The company has stopped responding to my inquiries of when work will take place. We would like our pool completed.

  Business Response

  Date: 05/15/2023

  Mr. *****-

   

  First off, let me apologize for the delays with getting your hardscape work done. I am so sorry you are having to deal with this, I know it is frustrating.  I have been working with our operations manager and we made the decision to assign a different crew to your project, as the crew previously assigned is taking longer than expected to complete jobs ahead of yours.  They are just beginning a new job, once that is done then your job should be the next one on the schedule.  I know ***** your CSR also conveyed this to you on Friday as well. Unfortunately, the hardscape portion of jobs is the phase we are still encountering delays with, but we are trying our best to move these jobs along as quickly as we can, it is very important to us that these jobs be completed to the standard of work we expect, as a result we will not work with just anybody in order to protect the integrity of our company and workmanship standards expected, so that your job is completed correctly and according to plan.

   

  If there is anything that I can help you with moving forward or any questions I can answer, please feel free to reach out to me.

   

  Sincerely-

  ************; *******

  Manager

   

   

   
  

  
  

  Customer Answer

  Date: 05/15/2023

  I appreciate the stated steps and am hopeful it will lead to a resolution and the completion of our project, but unfortunate after being told since January just two more weeks repeatedly I will not be accepting a response to close this until I actually see work occurring.  

  Business Response

  Date: 05/16/2023

  Hi Mr. *************************** completely understand.  As I told you we have assigned your job to another hardscape/landscape crew, he has a big job he is starting this week that should take 2-3 weeks, after that you are the next job on their schedule. I spoke to our Operations Manager and she confirmed this with me today.

   

  Thanks so much-

   

  *******

  Lakeside Pools

• Initial Complaint

  Date:12/02/2022

  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.

  I signed with LSP back in September 2021 for have an in ground pool and landscape to be completed in my yard. Ground wasn't broken until April 2022. It is Dec 2022 and the pool is still not finished as well as the landscape. I have had HOA penalties because of them but they don't seem to care. LSP can never give a straight answer or update however have no problem sending the bill. Other pool companies have finished in half the time. This is known with neighbors of mine having theirs completed. It has been a month since I was last updated (Nov 7). I call, email, and text almost everyday, but receive no actual update, only excuses. This project should have been finished months ago but LSP refuses to take responsibly and have no idea how to run a business. There are no repercussions and LSP takes as long as the want. The contract states 130 days to be completed. I am past that and was informed that even though that is in the contract, they are not responsible if time goes over. I want this project finished and this company to take responsibility and compensated.

  Business Response

  Date: 12/08/2022

  Dear *****************-
  
  I am sorry for your frustration regarding the time to complete your backyard project.
  Even though contract was signed on 12/14/21, there was demo work that needed to be done prior to laying out the pool as well as waiting on the permit approval. The clock begins on a project after the Pre-Construction Walk Thru has taken place which was on 3/21/22.  We are experiencing delays regarding crews and materials, which we have explained to you, we would like to be able to give you specific dates, but we can only give the dates our subs give us once they get a specific job on their schedule.
  

  Regarding payment, our accountant sent you an email on 12/30/22 that we would hold off on billing the next amount due until we have an install date for your turf. We were going to begin the landscape portion of the job 12/5 but due to the rain and wet ground they had to move the date.  Pebble Sheen we are awaiting a schedule from the installer, since we use authentic pebble products, they are only 2 licensed installers that are used for all pool companies in the Phoenix Metro area and they are behind schedule due to their backlogs.  The painter will be repairing the wall that was damaged by our hardscape crew.  Again, I apologize for the delays,we want your job completed just as badly as you do.

  
  We do appreciate you and your patience-