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:05/08/2025

  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.

  I hired Fibre Tech back on 5/6/2021 to redo the surface of my fiberglass pool and they didn't start work till 1/2/2022. Since the beginning, there were constant problems ie: workers not showing up, debris and cigarette butts all over the backyard and broken equipment left on site for weeks. They had to redo the pool surface twice due to poor workmanship and bad product. Unfortunately there were still several problems after the 2nd repair job which ****, the production manager of the company agreed was necessary to be fixed. In an email dated 8/16/23 in response to me reaching out, he let me know that he was still working on it and that he would keep me up to date on the status of the repair. I heard nothing from him until I emailed him again on 10/9/23. He responded on 10/11/23 saying that he had been authorized to redo the top coat and replace a light cover they had damaged and fix some other agreed upon issues. I did not hear from them until January 2024 when I emailed again for the status of the repair. Shortly after, someone from Fiber Tech called and stated that they were coming out to do the approved work and repairs. They never showed, nor responded to any of my emails since. I've sent emails to **** the production manger and cc'd ****, the owner and ***** in the office on emails dating 4/9/24, 5/24, 6/24, 8/24, 10/24, and lastly 1/25. No responses from them at all. I would like to receive the services that were promised from the company. There is no excuse for them to be ignoring my emails in response to resolving these issues. They have been completely aware of these problems due to their poor workmanship and product for a very long time now and prolonged the issues with their nonexistent customer service. I have done nothing but give this company my money, my time, and my patience and I still haven't gotten the quality of product that they guaranteed me in 2021.

  Business Response

  Date: 05/08/2025

  I have reviewed the file and my correspondence.I personally emailed Ms. **** on 20 February  and 24  February. Copies of those emails are attached. Certainly, Ms. **** had my personal email and yet I find no responses to either communication. I am sorry that she was having difficulty in dealing with subordinates. I will personally inspect the swimming pool on Monday 12 May and if I find that there are any deficiencies I will have a technician to her home no later than 15 May.

• Initial Complaint

  Date:02/19/2025

  Type:Order 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.

  3/11/24 i signed a contract with *** ***** to have my pool re resurfaced with fiberglass and gel coating the original amount was going to be *******. after many times of lame excuses for workers not showing up I was told by ***** ******* that my pool fiberglass was in good shape and I only needed a re coating of the gel coating for a fee of ******* The response to my complaint to the ** that I couldn't afford the full job is untrue I was very well capable to pay for the full job .The job was finally done by the 3rd crew that was sent here. I contacted the ** that the job was rushed,sloppy and numerous mistakes, they never removed the inlets only taped over them so I needed pliers to move them to adjust them in so taking chips off the surface, biggest issue was they put 2 coats on at the same time not allowing the 1st coat to cure so the pool does not have smooth consistency some areas feel like shark skin other areas feel like there is grit in the surface, on the stairs some areas have pooled up spots of material and I found an area with no coating,also found a sharp object in the material sticking up on the stairs. A worker put plastic wrap on his shoes and walked on the surface while curing so he didn't get stuff on his shoes. The grouting on the tile wasn't cleaned properly so I ended up with a film on the tile. I contacted the company in may 2024 and again Nov 2024 when I found more of the issues with this job and they denied any fault.

• Initial Complaint

  Date:07/10/2023

  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.

  In Feb 2013 I had Fibre Tech due a full resurfacing of my fiberglass pool. They boast a 25 year warranty of their "great" product. By 2020, it was already starting to break down. ***** came out to provide an estimate which was way too much and I decided not to continue. Now I'm going to be selling my house so I'm required to care for it because we are touching fiberglass when swimming in the pool. We argued over the price at the time (March timeframe) because I thought it was way too high for something that is covered under warranty. I asked several questions BEFORE I signed the contract, namely, how long will this take? I was told about a week which is what I remember from 2013 which was a FULL resurfacing. I agreed but was very unhappy and paid half at that time. I was told around July 10 for work to begin and didn't hear back. Two men showed up at my door, unannounced, 10 days prior to this. We talked about what they would be doing and I was told it would only take a few hours because they are only applying a new top coat. I sent them away and told them I wanted to speak with the office first for clarification and sent an email (because I have learned with them that I need to have all communication in writing) to find out why I am paying $3200 for a few hours of work. I should only be paying for labor since the materials are covered under warranty. After turning them away twice since I had not heard from anyone, I told them to start work because surely this company made a mistake about what they were charging me and they would do the right and ethical thing. Three men were there 2.5 hours. When I didn't pay them after completion, now I have ******* attention and finally received a phone call. After very much arguing, he said final offer would be $300 discount but if payment was not made if full by end of day the following day they would take me to court because I signed a contract. I paid to protect my credit rating. $2900 for 2.5 hours of work? Unacceptable!

  Business Response

  Date: 07/14/2023

  Better Business Bureau
  
  RE: Consumer Complaint - *****
  
  
  Below you please find a case synopsis and timeline leading up to the complaint filed by ***************
  
  7 January 2013: Customer signs ********************** contract for the resurfacing of her swimming pool at a cost at that time of $4296.
  15 July 2020: I personally inspected this swimming pool due to a complaint of bather discomfort when using the swimming pool. Correspondence was sent with an explanation of the labor cost to recoat the pool of $2864.
  15 July 2020: An email response from customer received eliciting her disappointment. ************** alleges that she has expressed concerns over the past several years And each instance a finger was pointed back at me for basically being a negligent pool owner this is a gross mischaracterization of my correspondence. She follows this up with demands to be removed from all of our marketing.
  16 July 2020: A detailed letter quoting all of the terms and conditions of the contract and warranty relevant to the substantiation of labor costs for reencoding her swimming pool in our defense of her accusations in the email dated 15 July.
  3 March 2023: We received an email from the customer requesting an updated price to recoat her swimming pool. An immediate response was resubmitted that same day and the schedule was made to inspect the swimming pool five days later.
  8 March 2023: again, I personally inspected the swimming pool and submitted a work authorization to recoat the swimming pool at an updated price of $3242.
  3 April 2023: Received signed work authorization and customer deposit check in the amount of $1621
  5 July 2023: Work had been completed per the signed work authorization and now customer was demanding a significant discount as she felt that the price did not correlate to the labor hours involved. In a telephone conversation with company vice ********** ********************** he offered her a $200 discount which she refused.
  6 July 2023: I sent an email demanding payment in full per the signed work authorization which included a commitment to file litigation if the outstanding obligation was not satisfied. ************** returned my phone call and we agreed to a $300 discount.
  11 July 2023: ************** then files a complaint with the Better Business Bureau. In her complaint she states: when I didnt pay them after completion, now I have Scotts attention I finally received a
  telephone call. As the above synopsis and timeline shows Fibre Tech and myself personally have been responsive to each and every phone call, email and demand.
  
  You will note that despite our being attentive and responsive to every email, this customer has never been satisfied and continues to complain. You will also note that the complaint is not of a workmanship related matter but that she feels she should not have been charged what she was charged for the amount of time the job took.. Since this customer was unable to get more satisfaction than the $300 discount agreed to she has now decided to besmirch our reputation with the BBB.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20294073
  
  I am rejecting this response because: they LIED to me regarding the amount of time it would take for this job. Since this under the warranty for the materials, I would only be paying for the labor. In an email to me on March 20, 2023 which is BEFORE I signed the contract, *********************** told me that this would take about a week to complete (copy of this email is attached). In reality, it took 2.5 hours to complete. I wrote down the time the crew arrived (10:22am) and left (12:55PM). I would have NEVER agreed to this ridiculous amount for only 2.5 hours of work. Even with 3 men doing this work, that is over $432 per hour for EACH man!! I signed the contract under false pretenses that it was a much longer job! LIE!!! 

  Also, to say that they have been attentive and responsive is ANOTHER lie! After they got my payment for half of their lie, it took me 3 weeks and 3 emails to get a reply as to when they would be coming out to do the work. Then they sent someone to my house 10 days ahead of schedule, unannounced. When he told me the truth about what he would be doing, I asked him not to begin work until I had a chance to speak with someone at the office. I sent an email on Friday, heard nothing, he came back on Monday (day before the holiday) I sent him away again because I still hadn't heard. I finally let him come back on Thursday because I thought surely they would see their mistake and do what is right by the customer. BOY WAS I WRONG!! 

  I am not ruining anyone's reputation. Their business practices are doing that!

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

• Initial Complaint

  Date:04/17/2023

  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.

  I signed a contract with the company to fix a leak in my pool and to have it resurfaced. The company never sent a diver to fix the leaks and took many months to come start the project. Once the project began in October, the employee rarely showed up to work on the project. He left trash, cigarettes, clothing, food, and throw up all over my yard. He was very unprofessional and had to drill two separate holes in the ground and then in my pool because was done incorrectly. He then proceeded to not show up for the job which meant the pool was left empty for an extended period of time. He would leave the water pump running for excessive days which was incredibly loud. He did not resurface the pool correctly and left resin all over the pool deck and left it clumpy on the pool. He ripped my screen patio and cracked my concrete deck. The company took many weeks to then send another person to resurface the pool. This individual did not do it correctly and also had to come back to patch drill holes in pool due to leaking. The pool was stained so the company then sent another individual to paint the pool again. We are now in the month of April. This individual proceeded to run my pool for a whole day without water in the pool, and now pool motor is not working correctly. I have had to refill my pool and ask for them to come back to patch a leak in the pool due to water levels decreasing. I am currently waiting on them to fix my pool motor or replace it. This company is very unprofessional. The owner has screamed out me and has been very harsh. I have often been waiting on repairs to be fixed and there is not a timely follow through. What was supposed to be a week project and costs of ****** is now a 6-month unfinished project. I would really like the company to resolve these issues, so I can use my pool. I am shocked and appalled by the company's work ethic and treatment of costumers. They promise to pay water bill which I hope is completed.

  Business Response

  Date: 05/05/2023

  BBB Complaint Response
  RE: *** Del *****, ****************************************************************
  On February 19, 2022, Ms. ************** entered into a contract with Fibre Tech for the renovation of her
  swimming pool. The pool had a leak behind the light and the salesman assured her that we would send a
  scuba diver to take out the light and seal behind it. Leaking at the light is a common problem in *******
  and the repair technique is to pack the .opening of the conduit junction at the back of the niche with
  butyl tape. Unfortunately, we only have one certified scuba diver in the company and he was on an outof-town project and unable to meet the demands of Ms. *************** Attached you will please find a copy
  of the billing statement where you will see she was granted a $350 discount with the fact that we could
  not get a diver to her home in a timely fashion.
  As to her complaints regarding the start of the project we typically run a six-month backlog which was
  exacerbated greatly by the pandemic. We had a flood of new contracts and a paucity of employees due
  to losses caused by the pandemic. This included both the loss of personnel due to illness and those who
  walked off the job to collect government benefits instead of working. The job was started on October 19,
  2022. I was just eight months from the signing of the contract and well within normal parameters for our
  industry and the pandemic conditions. Ms. ************** is dissatisfied with the final cleanup of the project
  and the damage caused to her screen room. As you will see from our correspondence those matters
  were addressed. Additionally, Ms. ************** was not satisfied with the fact that the resin bled onto her
  old and cracked concrete deck. To compensate Ms. ************** for her dissatisfaction for the above items
  we agreed to give her a free stainless-steel ladder and handrail. The value of those had she paid for them
  would have been $1080 for the ladder and $780 for the handrail totaling $1860 in compensation for her
  aggravation. However, you will note from the previous correspondence that we also took care of the
  screen enclosure and the cleanup.
  We next heard from her in March 2023 complaining of staining. When I arrived to inspect the swimming
  pool it was the middle of the day with the sun at its zenith. That made seeing the stains impossible. So,
  my correspondence to her regarding staining was incorrect. I reinspected the pool during twilight hours
  and I was able to see the stains that she was referring to. This was a discoloration in the resin that was
  used to make repairs to satisfy her originally. Once again we drained the pool and recoated so that it was
  uniform in color and you will see from our correspondence that we reimbursed her for the cost of the
  water.
  There were certainly customer satisfaction issues with this project. However, we have met every
  demand, compensated her fully and provided her with $1860 worth of additional compensation. It is
  unfortunate that we had some problems on this job, but we have done everything humanly possible to
  satisfy this customer.

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 19935980
  
  I am rejecting this response because:

  The company has still not finished the project. I was told that they would wet sand the resin drips that are all around the pool and remove a sharp area on the steps. The caps on the pool ladder fence keep falling off and I requested for them to be glued back on. I have not heard an update or response back. The project is going on 7 months long to be completed. 
  
  Sincerely,
  
  *** Del *****

  Business Response

  Date: 05/09/2023

  The ladder was given for free to *********************. Additionally, the bumpers coming off should be taken care of by the manufacturer. We have done the work on this pool to completion and re done the work multiple times. The seven months to perform the work is not on behalf of Fibre Tech, but goes on in attempts to satisfy the client. as seen by the letter and correspondence.