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:08/20/2024

  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.

  I had a pool built Feb.24. On Apr. I discovered ***** spots on the wall of the pool. *************** Mr. ******* ************************* were promptly notified of the issue. Since then, three attempts have been made by two different technicians, ****************** Lead Tech), to remove the rust permanently. Unfortunately, despite their efforts, the rust continues to reappear, & additional stains have now appeared in another area of the pool.On Jun., ****** recommended replacing the light bubble due to stains inside the bubble. Subsequently, on July, *************** Technician Pool Director, inspected the pool & informed me that he had ordered the light bubble & would arrange for the pebble technician to examine the pool. As of Aug.,the ***** stains are still very prominent, & more are forming at the bottom of the pool..I am particularly concerned that these stains might be originating from the pool shell itself, which could lead to more significant $ costly issues in the future. Given that this is a newly installed pool, such persistent problems are unacceptable. In addition, the master panel's battery light has been on, indicating Low Battery, since last month. I was informed that the panel is too new to be experiencing this issue and that it should reset itself. However, the light remains on to this date. Additionally, there have been ongoing issues with the remote app, which have yet to be resolved.I kindly request that these issues be addressed immediately. I expect a thorough inspection of the pool shell and prompt resolution of the rust stains and the master panel issues. I also seek assurance that all future problems will be handled swiftly and professionally. I spent too much $ on this project to not be satisfied. I paid every dime upon request & Im sure if the roles were reversed a lien wouldve already been place on my house. I have been more than patient throughout the entire process. This is getting very upsetting & frustrating.

  

  Business Response

  Date: 08/21/2024

  Good morning, let me start by saying we will do whatever is necessary to make sure any rust spots will be removed. Here is our timeline as to when the pool was started up and repairs were made. We started the pool up on 1/10/24 that included 4 initial follow *** to makes sure everything had been done. We went out on 5/24/24 to address a small rust spot on the wall it was removed. I met with ********************** in July to look at the new rust spots on the floor. There are three small rust spots below where we removed the one in the wall, I believe whatever we removed from the wall settled on the floor causing the rust spots. The rust spots that are on the floor look to be surface rust spots we could remove them with acid, but I want my installation crew to look at it first. I have seen surface rust many, many times they are easy to remove so once my plater crew gets out here, I am confident, they will be easily removed. It not we will do whatever we need to do to make it right. As far has the automation showing a low battery, we can get that taken care of this week. I can also have my tech use acid to remove the ***** spots, but I will still have my plater crew out to check the pool as I want ************************* to confrontable. I will contact ************************ after I send this response. Hopefully this will help with the situation. 

                                                                  Thank you, ****

  

  Business Response

  Date: 08/21/2024

  Good morning, let me start by saying we will do whatever is necessary to make sure any rust spots will be removed. Here is our timeline as to when the pool was started up and repairs were made. We started the pool up on 1/10/24 that included 4 initial follow *** to makes sure everything had been done. We went out on 5/24/24 to address a small rust spot on the wall it was removed. I met with ********************** in July to look at the new rust spots on the floor. There are three small rust spots below where we removed the one in the wall, I believe whatever we removed from the wall settled on the floor causing the rust spots. The rust spots that are on the floor look to be surface rust spots we could remove them with acid, but I want my installation crew to look at it first. I have seen surface rust many, many times they are easy to remove so once my plater crew gets out here, I am confident, they will be easily removed. It not we will do whatever we need to do to make it right. As far has the automation showing a low battery, we can get that taken care of this week. I can also have my tech use acid to remove the ***** spots, but I will still have my plater crew out to check the pool as I want ************************* to confrontable. I will contact ************************ after I send this response. Hopefully this will help with the situation. 

                                                                  Thank you, ****

  Customer Answer

  Date: 08/28/2024

   
  Better Business Bureau:
  
  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:11/02/2022

  Type:Billing 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.

  We built a pool with them 3 years ago, and also hired them to service the pool weekly. For the last 8 months, it's been nothing but nightmare to deal with them. Everything started breaking down, pool lights stopped working one by one because they were not installed correctly, pumps stopped working, salt cell stopped working, remote control equipment went down. Their own pool cleaner cannot do his job because nothing works, pool has been green for months, we have not used our spa for 6 months. We call and text them weekly, they promise to fix things and never do. We even had to go to their office and confront them. When they actually show up, they fix one thing but break another, last time they wired things wrong and everything completely went down. Another time they came by to fix one pump and when they left, both pumps didn't work. They keep lying that replacement parts are not available because they are just waiting for equipment warranties to expire, when in fact other local pool contractors have everything in stock. Their communication is the worst and their manager and techs are clueless.
  

  

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/11/11) */
  Our owner has spoken with this customer we are going to take care of all issues. The homeowner is happy.
  
  
  Consumer Response /* (2000, 7, 2022/11/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Business responded right away. It turned out that the business owner was unaware of the issues. As soon as he found out about the problems, he called me over the weekend, and committed to resolve everything this week. I believe that all issues will be resolved now. Thanks!