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:10/15/2024

  Type:Product 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.

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22424673, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Dan Arias ****** and then several weeks later with ******. My family and I are struggling to stay up float and make repairs on our home.

  Business Response

  Date: 10/15/2024

  We entered into a contract for this new pool on August 2, 2024, which is over two months ago.

  We spent significant time and expense in creating the pool construction plans and other required permit application documents, obtaining the pool permit, which involves hours of labor working with the building department, and were ready to build their pool.

  Per the terms of our contract it is NOT cancellable nor is it refundable.

  Legally, we could enforce this the terms of this contract, build the pool, and require them to pay the full amount of $67,000, but out of consideration for their situation we are willing to allow cancellation with no penalty under the below options.

  I emailed the customer with two options today;

  1. They could assign this contract and their approved pool permit to the buyer of their home, and recover their deposit as part of their home sale.

  2. We would build them this pool at a future home of their choosing, and would waive the new plans and permitting cost, which amount to over $5,000

  I too lost my home due to this hurricane, but we must abide by our contracts and company policy.

  We have had other situations where a few people over the years wanted to cancel their contracts after months had passed for a variety of reasons, but we have followed this same non-cancellation and non-refundable policy in accordance with the contracts that our customers has signed.

  Allowing the cancellation and providing these two options is very reasonable and in compliance with the law.

   

• Initial Complaint

  Date:08/25/2023

  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 do not recommend PCS Pools. I worked with the owner of PCS Pools ***********************, project managers ******************* & a manager ***********************. I was directly lied to by *********************** on promised completion dates and ultimately financially cheated and raped by PCS after paying in excess of $84,000 Cash for a 12 X 26 Pool. ************************* own employees shared disturbing negative stories about *********************** in written text messages to me throughout my project warning me and my design consultant about him.Due to the exorbitant money, time and effort invested for so many months with PCS, I made every ******* effort to give them a chance, to work through it & to make a fair resolution to part amicably but they refused, leaving my project undone at the 11th hour today, as opposed to stepping up to the plate to take accountability for their mistakes- ************************************************* refused to Apologize for their egregious mismanagement of my project or to find a fair resolution even when faced with the option of finishing the job expeditiously & parting ways amicably-which I had communicated directly w/*********************** as recent as 8/2/2023 that I was still willing to resolve this despite the breach, pay them more ******** ways! Instead,I was forced to find a new ************ to finish my project! Building a Pool is an exciting & fun undertaking & a large financial investment that most people work hard to make & plan for-& in turn imparts a great responsibility upon the company entrusted to undertake that & who are paid that investment. I entrusted *********************** & believed in his company when I first signed up & met him in January 2023 but as time went on, it became wholly evident and clear- he both mismanaged my *********** was just a six figure paycheck for him. All *********************** talked about was Money & getting more Money and he didnt care that his lies and false promises cost me more Money and Time! He did not bother to remedy the time lost, the financial injury he caused to me by his poor management and continuous and repeat fraudulent promises to me. Not once did he offer to remedy or fix the issues. The grossly negligent time management of my Pool build by PCS and the financial greed displayed by PCS, *********************** primarily- directly attributed to this breakdown. I was lied to by ***********************, *********************************** & ultimately as a result of those lies, cheated by PCS!! Beware: anyone wishing specific details with facts if you are pool shopping, please email me at ************************** I will share honestly what PCS did & how poorly they mismanaged my project, refused to complete my job expeditiously leaving it undone as of today August 7, 2023 after being paid $84,000 Cash! PCS, *********************** and *********************** Egregiously refused to finish the tail end of my pool job swiftly, leaving my backyard a continued disaster - leaving me scrambling to make new arrangements for other paid work I had contracted & planned to start August 14th and forcing me to hire a new pool company to do what PCS refused to finish!!Ive noticed here the responses *********************** makes to complaints by others & on other websites and I have also spoken to a few displeased PCS customers directly who have shared similar experiences of *********************** failing to take accountability and instead shifting the blame for his poor management. I fully expect *********************** will do the same and write his excuses here and cast blame for his failure to finish my pool on time and as promised and for his poor and sour professionalism on me. I challenge both *********************** and *********************** to step up and rather than blame your customer- Apologize.with ********************** and ***********************- so you can make a calculated and prudent decision. Buyer Beware. Money Lost and Expended due to the Exorbitant Unrealistic Promises to Deliver made & To financially **** customers to get to the next Pool. PCS has offered no solutions, no remedies and refused to compromise or meet me half way and stopped short of finishing the Pool. Their license is held/owned also by a family member ***************************- who it appears is being investigated for multiple criminal offenses. Sorting through all legal options.

  Business Response

  Date: 08/25/2023

  This complaint is filled with false accusations, lies, and slanderous statements. PCS Pools has successfully delivered over 250 pools over the last three years and there is not one complaint against us with any county or state regulatory agency, as well as us maintaining a 4.7 start rating on ******* which demonstrates the excellent demonstrated performance of myself, my partners, my company and our hard working employees and contractors.

  As an attorney doing business in ***** as ********************, one would expect better from ********************, since she clearly doesn't respect the legality of contracts nor does she behave in an ethical manner as evidenced by this complaint, which is nothing more than an attempt to assassinate my character and that of my company and our employees in order to avoid paying her bill. As an attorney, her behavior has been unprofessional and unethical as she has bullied and harassed me and my staff and as shown in this complaint made outlandish and inflammatory claims with no basis in fact. She has also been formally disciplined by both the ******* Bar and the New York Bar for past improper conduct, so please research her professional background. PCS Pools has done nothing wrong and I will not allow her to slander our reputation unjustly.

  I will be taking legal action against ******************** due to her failure to honor her contract and pay us for the work that we have completed in accordance with our very valid contract and change orders. I have already filed a lien against ******************** for the $20,000 owed to my company for work performed to date. I will also be filing a complaint against her with the ******* Bar and other regulatory agencies as well. 

  In short we have completed her pool, with only the pool interior finish not being installed due to her refusal to pay her Tile and Coping progress payment milestone. After weeks of requesting payment we had no choice but to pause the work on her pool project. We tried to negotiate a resolution to this impasse, but with her refusing to pay us the over $20,000 due we could not move forward.

  Here are the facts and after reading them this complaint should be removed by the BBB, because this is a very clear case of this customer not paying us for the work performed;

  1. I have uploaded the contract, two change orders, the lien letter with recorded lien, and a picture of her completed pool. ******************** contracted for work totaling $115,000, not the $84,000 that she continues to reference. The change orders which were signed/approved by her bring the total contract value to $115,000. She has only paid $77,000 so far, not $84,000 so this is another false statement by her. We have provided her with a detailed account statement showing all received payments and all required payments, and she still owes us over $20,000 for work that we have completed to date.

  2.. We started construction of her pool in early June and were completed six weeks later except for pool finish. We stopped that step due to her refusal to pay the contracted amount due which was $20,000 per the Tile and Coping contract milestone payment. We were not contracted to due the deck install and we could not install the screen as we had to wait for her rear porch to be demolished as part of her backyard renovation plans. That porch removal still has not been done so it's not possible to install the screen and she directed us to wait until that was done.

  3. All required inspections have been completed. We have installed her pool shell, equipment, electrical, plumbing, screen concrete footers, built the waterfall, and installed all tile and coping, which then triggered the contractual tile and coping payment of $20,000 which she refused to make.

  4. We have done all of this work in under two months, which is outstanding, and there is not one quality issue raised by *********************

  5. Any work completion dates are not specified in the contract which is standard in the pool industry since we cannot control factors that could delay our progress such as the weather. Claiming that we missed a verbal estimated date is not grounds for non-payment.

  6. We have delivered all work, equipment, and materials per our contract and now ******************** needs to pay for that work. 

  We will seek all legal remedies to obtain payment, as her behavior is completely unjustified.

  I would have uploaded more photos and documents but your website would not allow it.

   

• Initial Complaint

  Date:02/21/2023

  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.

  Signed contract and paid in full ($126,000). PCS has refused to compete the project and get the permit closed as required via our contract. Lawsuit will be coming if this isnt completed as required.

  Business Response

  Date: 02/22/2023

  This is a blatantly false statement. We never refused to close the permit, since we are required to by the city building department. Not closing our pool construction permit is not an option. Otherwise we would be prohibited from receiving any new permits in the future.

  We completed the build of his pool over one month ago and all contractual pool items have been installed. His pool is in full operation. Permit closure is between PCS and the city, as this is a pool construction permit. The customer is stopping us from passing final inspection by refusing to install his new turf and grass in the pool construction area.

  The customer is now trying to argue that PCS is responsible to install new grass for his yard, even though his contract states that PCS is not responsible for the lawn or any landscaping damage or replacement. I have denied his request to pay for new sod, so he has taken to filing complaints and making false statements on social media. It is I who will be filing a lawsuit for libel as he is damaging a well regarded company and a valued part of our community.

  As a compromise, I had offered to install new grass seed in the affected area just so that we can move forward and close this issue as a sign of good faith, but that effort was later rewarded by him filing this complain after the fact, proving that he is not acting in good faith.

  This complaint should be closed unless this customer can offer proof of his claims.

  I challenge him to do so, because his claims are false.

• Initial Complaint

  Date:12/27/2022

  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.

  PCS POOLS PUT A ***** IN THE GROUND AND WAS TOLD THE GUNITE SHOULD HAVE NOT BEEN SHOT THEY PROCEDED WITH ADVICE FROM ***** CONCRETE THIS IS GOING TO CRACK. ALSO *********************** AND THIS *********************** FOM ****** HAVE NO EXPERIENCE IN **** BUILDING THEY ARE UNDER *************************** WHICH IS ***** SON . THEY HAVE ONLY BEEN TRIING TO BUILD POOLS FOR 5 YEARS. THE GET YOUR MONEY THEN THE ******************************* THE FATHER NEVER ANSWERES THE ***** BUT LISTENS TO THE RECORDER. THIS COMPANY ADVERTIZES BBB A PLUS BUT THEY ARE NOT A MEMBER AT ALL ALSO MANY COMPLAINTS. WE STILL HAVE A HOLES IN THE ***** AND THEY BACK FILLED AROUND THE **** WITHOUT DOING ELECTRIC AND PLUMUNG. SATURDAY NITE IS A GOOD PLACE FOR ********************************** AT ***************** ******** ***. ***** NO SOMEONE IS ONSITE FROM HIS **** OUTFIT. MAJOR CONCERN WITH THIS PCS AND THEIR KNOWLEDGE JORDANS LICENSE IS ON THESE JOB SITE AND HE IS NEVER AROUND. THANKS FOR READING

  Business Response

  Date: 12/27/2022

  This is not a valid complaint and is filled with numerous falsehoods, which we will hold this person accountable for should he not correct them.

  We are in the process of building a pool for this customer and encountered severe ground water issues when shooting his pool with Shotcrete almost two weeks ago. This is a common issue that is easily remedied, which we plan to do. If the job is not able to be properly done then ***** concrete would not have shot the pool. The only issue with this pool shell is an area at the deep end by the main drains. We are going to come back and reshoot the bottom of the pool once the ground dries out, which has been communicated with the customer. We have been in constant communication with this customer with our VP of ********************** *********************** and his project managers meeting on site with this customer.

  I have also provided a pool shell warranty letter as requested by this customer as a condition of payment but he has not paid us yet for this work. I have attached a copy of that letter to my response.

  We have been in business over 7 years and have built over 300 pools over that time. In my two and one half years with this company, I have sold and managed the construction of over 200 pools along with ***********************, which I have explained to this customer. ***********************, ***********************, and *************************** are joint owners. He knows our ownership structure and that this is a family business with *************************** being an active partner and license holder. This is all detailed in our sales brochure, which he was provided with months ago before he signed a contract to purchase a pool from us. I am very proud of our excellent reputation in the pool building industry which we have earned over the past SEVEN YEARS, and that's why this customer selected us. We have also carried an A+ with the BBB as we respond to every complaint and do our best to resolve any issues.

  I have stopped taking his phone calls because he has been very unprofessional in his dealings with me and our team, but I still answer all texts and emails. As I explained to him, we are now in the construction phase and our construction manager and project managers are responsible for the work and communications with him. His actions amount to harassment at this point, but yet we still showed up to strip and grade the pool shell per our contract and work processes, which again he is aware of. It is not time for plumbing nor electrical work. I provided him with a document that shows each step of our pool construction process, but he is attempting to harm our business because I will not accept his bad behavior. 

  Hopefully the ground will be dry enough where we can reshoot the pool bottom by the end of this week or next week. That's the plan and he's been informed. We will complete this pool, which carries a lifetime warranty, over the next two months, as long as this customer makes all required payments. I certainly hope that **************** can conduct himself in a reasonable and professional manner going forward and remove this baseless and untruthful complaint.

• Initial Complaint

  Date:11/02/2022

  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.

   
  Complaint: 18347796
  
  I am rejecting this response because:  On November 8th, 2022, employees from PCS pools were out last week, approximately 5-7 employees all looking at the poor grading job their company/contractors did.  There was a unanimous conclusion that the work was done poorly and needed fixed.  They actually removed my weed barrier and landscaping shells to look at the dirt that wasn't graded properly.  While I do appreciate they came out to look at it and we had discussed some solutions, I have yet to hear back on confirmation from the ** of PCS Pools (*********************).  Further more, the landscaping weed barriers are now showing after they removed everything to look at the soil.  I didn't ask for them to fix the landscaping barriers more thoroughly because they made it sound like they would be back with the ** (*********************) to discuss the final solution and agreement.  I was told by the new **, ****, they would either be out later that week weather permitting or the following week.  I've followed up with the ** **** numerous times and now it keeps getting postponed because there are other jobs they are working on.    Lastly, I have on my security camera plenty of footage showing their team here and discussing with me solutions.  I am happy to provide that movie file to anyone interested in listening to it as evidence.  Initially on the 8th when they came only 2 employees came to fix the grading.  They were told by their boss that the fix would be simple/easy and when they got to my home they realized it was going to be much more difficult than they were lead to believe.  That's when they called for the ** and other crew members to come to my home.  Not only was it not an easy fix, it is actually much more complicated then management led them to believe.  In the video, I'm the one wearing brown teeshirt, shorts and crutches.  Everyone else is from PCS Pools.
  I remained hopeful that they would in good faith fix their issues after their visit.  I would more than happy to remove my BBB complaint if they fixed the grading the way it was supposed to be to include offering some kind of compensation for the fence their contractors damaged.
  
  Sincerely,
  
  *************************ng and sand/soil still filters through our pool enclosure and into the pool.3.) The pool enclosure screen door does not clearly and cleanly open and close all the way because the door continues to hit the land grading. Poor work from their contractor's output led to a cascading effect causing more than one issue. When we notified them that the land wasn't graded properly, the same crew came out using their equipment but by that point PCS Pools had told us it was fine to install the new fence. I've attached entire email chains, requests for assistance/resolution throughout all of last year and this year. I've attached pictures as well. Their only solution they have come up with after a year of trying to get these things addressed is come and wash a damaged fence with bleach. That's it. They got our money, we paid in full and gave them zero issues with our end of financing. It often takes them months to return one of our emails. Hoping the BBB can initiate help.

  Business Response

  Date: 11/16/2022

  We do not agree with this complaint as written and are preparing a detailed response.

   

  Business Response

  Date: 12/22/2022

  We are attempting to resolve these issues in the field.

  We have our construction team working on this with the customer as noted in the last customer communication.

  Customer Answer

  Date: 12/28/2022

  
  Complaint: 18347796
  
  I am rejecting this response because: I have not heard back from PCS Pools since November 16th, 2022.  In fact, I have more responses from them to the BBB in response to my complaint than actual responses to my texts, calls or emails asking for updates or help.

  
  I sent messages to **** the ** from PCS Pools on the following dates (none were met with a response):  11/20/2022, 11/28/2022, and 12/15/2022.

  
  I find it offensive that they claim they are in the field working on a solution without zero communication to the customer affected.  They certainly aren't working on the solution at my home or communicating it me as the customer.  I have not heard back from the ** or the construction crew they claim are working on a solution since they came to my home on November 16th, 2022.  They have not given me a plan of what they intend to do nor have they been in communication with me at all since that day.

  I have taken the BBB's advice when I called the West ******* division for assistance and filed a formal complaint with the ******* ************************************************** (****).

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

  
  

  Business Response

  Date: 01/11/2023

  We have now repaired the fence, and are working with the customer to resolve the grading issue.
  

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18347796
  
  I am rejecting this response because:  I have NOT received communication about fixing the grading since November.  I have waited over a year for all the issues to get fixed.  Fixing my damaged fence after all that time but having zero communication about the grading since November.  I can't in good conscience accept a half-done job after over a year of asking for help.  I do not understand why the company can't speak to me directly, rather, I get more responses from them here.  Good communication is key, when it's given sparingly, often months between as it has been in my case, it does not leave confidence for the customer.
  
  Sincerely,
  
  *************************