ComplaintsforPatio Pools & Spas

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2006 my wife and I f engaged the services of Patio Pools to construct a pool and install a solar system. The contract amount was about $50,000. As part of the construction contract, Patio Pools provided a lifetime warranty, specifically mentioning the solar system's lifetime warranty on page 7 of the contract. However, the solar system is currently experiencing constant leaks that cannot be repaired. On May 23, 2023, Patio Pools enlisted the services of Sunstar, their solar subcontractor, to conduct an inspection. According to their assessment, the solar panels are beyond repair and require replacement. I have requested that Patio Pools honor their contractual obligations and the lifetime warranty by replacing the leaking solar panels. They have refused, asserting that the warranty coverage is limited to 12 years rather than a lifetime. In my view, it is misleading to advertise and sell a lifetime warranty when the actual coverage is only for 12 years. If their intention was to provide a 12-year warranty, it should have been clearly stated in the contract. I have tried to resolve this claim over the last 12 months, with no resolution. I have obtained an estimate for the replacement cost of the failed panels, which amounts to $3465. The estimate for the necessary repairs is included as an attachment.

  

  Business response

  06/19/2023

  Mr. ****** believes he has a warranty on his solar panels that we (Patio Pools) installed as part of his pool construction in 2006. 
  
  The warranty on the solar panels at that time was a two-year parts and labor warranty covered by Patio Pools and an extended factory lifetime warranty, held and covered direct with the manufacturer. 
  
  On the contract from 2006 there are clearly two sections to the warranty. One titled Patio Pools warranty and one titled Extended Factory Warranty. The Extended Factory Warranty section also specifies "see manufacturer terms and conditions." This document is attached.  Accompanied with the contracts from this time period were the manufacturers terms and conditions. This document is also attached. These terms were set by the manufacturer, not Patio Pools. 
  
  When the solar panel issue was reported by Mr. ******, we recommended he call the local solar company for an inspection to determine the remedy. Patio Pools is not OSHA certified to get on roofs but we offered to cover the cost of the solar companies inspection for customer satisfaction. This inspection determined the panels need to be replaced and Mr. ****** is requesting we pay for his new panels. We feel this is an invalid claim through Patio Pools. 

  Customer response

  07/05/2023

  Based on the terms of our contract, which states an extended factory warranty for a lifetime, it is expected that the warranty coverage provided by the manufacturer will be extended accordingly. 
  
  

  

  Business response

  07/26/2023

  The warranty did not exist through Patio Pools. The company through which the original panels were purchased is not in operation anymore and the current solar company (Sun Splash) has not made any mention of the warranty either as the panels are through their life.

  Customer response

  08/17/2023

  The Patio Pools warranty is indeed in place. This information is clearly presented on page 7 of the contract. The contract specifies a Two-Year Warranty PLUS, which serves to extend the warranty terms defined in sections 1 and 2 of the original contract #635.
  
  In particular, Section 2, the PLUS coverage, outlines that the Extended Factory Warranty Items encompass Sunstar Solar Systems with lifetime coverage. The term "Extended Factory Warranty" signifies the extension of the warranty beyond the factory's standard terms. If Patio Pools had intended for a different duration, it should have been explicitly stated.
  
  The status of your subcontracted solar company, which is no longer operational, does not impact the validity of the warranty claim. Your current subcontractor, Sunstar, recently conducted an inspection and indicated the necessity of panel replacement. Patio Pools covered the expenses associated with this inspection. Furthermore, Sunstar has presented a proposal for a direct replacement using identical panels.
  
  I reiterate my request for Patio Pools to honor the warranty as outlined above.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an continuous issues with this company not telling me the truth in certain days of service. I’m asking for proof of services I had paid for cleaning the cartridges from our pool from 2019-2022. ******* a manger said she will not give me that information because I dropped their services because the pool guy was not cleaning my pool Correctly. I fired them about a month ago but I am asking for proof of work done so my new services has it and I have it on file. I caught them lying to me and ******* said I don’t have to give you what your asking for don’t call again and hung up on me.she stayed things are archived after 6 months but someone else looked it up and found something for me, I told her this catching her in a lie and now she won’t give me any information on the work they did or didn’t do.

  

  Business response

  02/18/2022

  We started maintaining this pool in July 2019.  Over the last several years we have done everything the customer has requested of us including emailing her pictures of the pool after it was cleaned.   Our services include once a week testing water, adding chemicals as needed, skim the surface, empty baskets, clean filter as needed, and vacuum as needed.  We have some problems with her pool chemistry; however, we have always gone above and beyond to make things right at our expense.  The customer requested we no longer service her pool on January 18, 2022.  We canceled her contract promptly and gave her credit for the remainder of the month. 

  We have not heard from Ms. ****** until Monday, February 14th.   She called and wanted to know the last time her filter was cleaned which we told her.  She then called back later that day and asked how often we were supposed to clean her filter.  We told her per her contract is as needed but generally two to three times a year.  She called again on Wednesday, February 16th requesting all dates her filter was cleaned from 2019-2020.  The person who answered the phone told her that she would have to get back to her as it is not visible in our system.  The Service Manager called her back yesterday to give her information.  Ms. ****** started screaming at her, calling her names, and using foul language.  The manager very professionally told her that this conversation was not going to be productive and that she was going to hang up and asked her not to call back.  The customer has had history of these unpleasant outbursts over the years with multiple staff members.  
  

  Ms. ****** started emailing the vice President Thursday, February 17th. (see attached examples).  It was explained to Ms. ****** that prior to fall of 2022 we did not create separate orders for cleaning the filters.  It was just hand documented on the pool cleaners route sheet.  We do not keep all route sheets on hand in the office, and they are not at our fingertips.  They also include information on all customers we clean that day.  This is an internal document, and we cannot give out other customers personal information.  The emails continued throughout the night and into the morning.   
  

  We have always done or best for this customer and have gone above and beyond.  We did not charge her for a multitude of additional chemicals and additional trips above what is listed on the contract.  If she requested a picture, an additional trip, etc., we did it.  We cancelled her contract as requested.  She did not ask at that time for any billing adjustment.  It was not until month later she started accusing us that we did not always maintain her pool.  We provided the services as listed on the contract and Ms. ****** always promptly paid her bills. If we were not, I would assume that the issue would have been addressed and she would not have paid for the month.  We do not feel that any adjustment is warranted.

  Customer response

  02/18/2022

  I am done with them I DID NOT verbally abuse ********* or call her names as she stated.  What I said is what happened. I’m sure our conversation was recorded. We will just go back and forth.  Any company that did what they did and I caught them in multiple Lies is very concerning. my emails they keep giving me different dates of the cleaning one date we were all home and on September 15 Yoel did not clean the filter as they claim it was the wedding week lots of people saw he just put chemical in the pool.   A company that is lying about how I conducted myself on the phone is never going to be honest.  I raised my voice. I did not swear or be abusive.  Their staff is nasty at times. I have proof of multiple emails begging for pictures after the pool was cleaned at those times I was not there snd I needed to make sure it was being done.  I sent ****** the VP a video of the last cleaning that was horrible pool was dirty scum black scum in hot tub guy came back angry have that video as well snd he still didn’t clean the scum in the hot tub, he left ricks in pool great for the automatic cleaner to break.  I’ve been nothing but nice to all the pool cleaners offer coffee water  they would say no one really talks to us but you do. Etc.. their staff in the office is rude. I was told by a past employee supervisor that one of my pool cleaners wasn’t cleaning the pools so of course I wanted pictures. If you have to ask multiple times for them to do their job yes I will raise my voice in a stern way but never abusive or name calling again I’m sure they have these calls recorded.  Why would I have to email the VP ****** if ********* was nice and willing to help me and not hang up on me.  

• Initial Complaint

  06/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Patio Pools who built the swimming pool was contacted on the week of April 12, 2021 about the gears pool, broken/ not working. My phone no. was updated and was told the part has a lifetime warranty, have to pay $110 for the service only since I am the original owner. Same day ******* from Service dept. took my credit card info for the $110 service. The next day,4/28/2021 was set for the service bet 11-1pm. By 4/28/2021, no sign of the service guy. ******* said that my no. was not updated on file although she knows it was . I gave my no. again. I called that the service guy did not show up but her answer was "he's there". I waited the whole day and at 6:00pm I texted "no sign of service." The following day, 4/29/2021, the text message was the" service guy was there at 2:24 on 4/28/2021", that I was not charged for the visit. What a lie! On 5/21/2021, ******* said the service took pictures of the pool on 4/28/2021. I told her she is lying again. She told me she will charge me off.

  

  Business response

  06/09/2021

  We felt it was easiest to breakdown complaint from the customer. Please see attached BBB response.  Her comments are in black, and our response is in red.   I am not sure what she would like us to do as she does not request anything specific.  The retail associate she spoke to thought she was talking about a different system.  We tried to explain to the customer that once we got eyes on the system, we could verify that parts are not covered under the manufacturer warranty.  We also told her that due to the age of the system we would have to order parts as we do not stock them.  We never charged her credit card for anything.  She has verbally assaulted all the staff repeatedly.  We feel it would be best that she uses another company for any repairs needed as we are unable to satisfy her needs.  I have also attached our text log and pictures.  
  

  Customer response

  06/18/2021

  I reject Patio Pools response to my complaint: 1. Master Pool picture sent by Patio Pools is not mine, rusting all over the rim. I am sending my picture, totally different from Patio Pools' picture.    2. I am not in the area in the map provided by Patio Pools.         3. GPS provided 134 miles trip distance with total 50.8 miles total. I live less than 10 miles from Patio Pools. GPS reads 5 mi stay. It is not possible because he never was here. It takes more than 5 mi to take pictures and open and close the gate.                     4. The name of ******* the service guy, schedule 11-1 on April 28, 2021 was erased from the conversations                               5. I did not not verbally assault all staff repeatedly. I was only dealing with ******* alone who has my phone number at the very start. There was no other staff. The no. 561 was a typo.                                                                                                         6. The phone conversation on 5/21/2021 was not included in the conversations provided nor my request for email on 5/21/2021.   7. The retail associate was knowledgeable about the part that is needed. She told me I have to pay $110 for the service only, since I am the original owner and the part has a life time warranty. She updated my phone number. Nothing else was said and I left. ******* called me shortly for my credit card using the updated number and called me the next day for the scheduled service.

     I know exactly the pool gears not working, I was not talking about a different system. The retail associate did respond right away and she knows exactly the part that's needed She was nice and was by herself at the time. There was nobody else around.

  I sent a picture of the Master Pool, part of the swimming pool by email from my phone. 

  

  Business response

  06/22/2021

  Please see attached copies of invoices when we performed service on the same situation in 2018 and 2015.  The gears wear down and it is normal to replace place them over time.  This system does not have a lifetime warranty.  Which has been explained to customer in the past and she has paid for the repairs.  I apologize if the retail associate misinformed her and we explained that to customer.  I reached out to the customer yesterday and left a message, I did not get a response.  I also had a supervisor call and stop by as a courtesy to see if maybe it was just something stuck in the gears. No one was home and he had to leave a message as well.  It is an older system and will require maintenance on normal wear and tare parts.  Unfortunately, it is not a system that has a manufacturer lifetime warranty.  We would be happy to order the parts and repair but there will be charge just as we have done in the past.  

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