Complaints

This profile includes complaints for Boulton's Pool Service, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Boulton's Pool Service, LLC

  10800 N Anway Rd Marana, AZ 85653-8550

  
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  Boulton's Pool Service, LLC

  11470 E Escalante Rd Tucson, AZ 85730-5651

  

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:04/01/2025

  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.

  Pool company installed a salt system on 3/12/2025. Technician did not test water chemistry or functioning of the system before walking away. Within days the pool was consumed by green algae. I called pool company and they came out on 3/24/2025 to "shock" the pool. When I asked the technician if he had tested the water at install, he rudely replied, "I'm not a pool cleaner". This did not make sense to me because they are a pool "service" as is designated in the name of their business. The salt cell they installed is inoperable. The filtration is now deemed inoperable and the pool itself is completely unusable due to their negligence. The customer service has been arrogant and unprofessional. I reached out to this company on 3/31/2025 in writing, stating that I understand mistakes can occur and informed them their work had made the pool inoperable due to negligence as a pool service. In their response, they denied owning the fallacy. I simply wanted this company to do the ethical thing and make it right. I do not feel comfortable continuing business with this pool company.
  
  The gauge on the filtration system was broken by the technician. Pressure was not checked by the technician. Water chemistry was not checked by the technician. They did not check the filtration system by checking pressure - a high pressure would indicate a blockage on the return side; a low pressure would indicate a blockage on the suction side. No issues were identified by technician at install as it seems they did not inspect their own work before walking away. My pool is now inoperable due to the negligent work from this pool company.

  Business Response

  Date: 04/06/2025

  We did install a salt chlorinating system on the customer's pool.  It was a simple salt cell and power supply. Once the system was installed, the pump was turned on as is always done to check for leaks at the glued fittings.  The pump had a good prime and there were no leaks. Keep in mind that we were not hired to work on the pump or filter or any other parts of the system. We were not doing weekly service for her either and assumed she had a weekly pool service company.   We added salt to the pool but always come back to add more because if too much is added, it can't be removed.  I did tell the customer that the pool needed additional chlorine till the salt system starts to kick in.  She informed me that she never put chlorine in the pool and didn't want to because that is why she put the salt system in.  I just informed her that additional chlorine was necessary, nevertheless.  The next week she informed me that the pool was green. Had she had a weekly service company that had been adding chlorine to the pool all winter, the chlorine would not have been low in the first place.  But she didn't.  I asked her again if she had a pool company servicing the pool weekly and she said no.  I let her know that this was absolutely necessary even though we were installing the salt system it had to be monitored weekly.  

  So, the following week we came back to add more salt as planned and added 8 gallons of liquid chlorine.  After this service, the salt ppm in the pool was up to 2900ppm.  3000ppm is desired so we knew we had one more trip to add salt and chlorine. I told her I would be out the next day with the last salt and shock.  At that time I told her I would check out the equipment too as she had said the pump wasn't working, which is not what we observed the two other times we were on the job.   At this point, I asked the customer if she had received the invoice and she stated that i had quoted her $1200 for the whole job, when infact I had sent her an estimate prior to starting the job that the total was just over $3000.  She received it.  Once I corrected her on this, she quit communicating with me.  I told her I would be back out to add the final amount of salt and shock the pool to correct the green that had started but she told me that she did not want me to come back out and that I would be receiving a contact from a third party.  She 

  Business Response

  Date: 04/07/2025

  The customer and myself have come to an agreement. We have agreed that she pay for the equipment only. She has done that.  This is satisfactory to myself and I believe the customer as well. I consider the case closed.

  Tom Boulton

  Boultons Pool Service

  Customer Answer

  Date: 04/09/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23145319, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Rose Bryant