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:12/16/2024

  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.

  My spa was not working properly and I set up a service call to have it repaired. Although the appointment was made and confirmed, no one showed up or called to let me know that they could not make it three consecutive times. When I complained about the poor customer service I was told to call the office (which I did originally to set up the appointments), as the point person was blocking my number. Now that the pool is completed they have no interest in fullfilling their obligation to provide quality customer service, in fact they are rude, unapologetic, and could not care less now that they have my last payment. I uploaded my complaint to the general manager, but it was completely ignored.

  

  Business Response

  Date: 01/22/2025

  Please see the uploaded attachment for our response. 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22692526
  
  I am rejecting this response because:

  Based on the lack of accountability, refusal to research the facts, and excuses provided in response to my concerns, I am not surprised by the poor customer service at ********************. Your response clearly demonstrates a disconnect from the situation and a lack of acknowledgment or concern for how we were treated as customers. I am writing to directly address the inaccuracies in your statement, which are far removed from the documented facts of my complaint.

  Here is the actual timeline, with supporting documentation available via text messages:

  November 4  I requested a service call because my spa was not heating.
  November 6  I followed up and was informed by ****** that she had just returned from vacation. A technician came out and attributed the issue to a "low waterline," which was incorrect. Regardless, I filled my pool.
  November 25  I was told someone attempted to return but "couldnt access my gate," even though my gate code had not changed and other pool construction crews had no issue gaining access.
  December 4  An appointment was scheduled for a repair, but no one showed up or communicated any delay.
  December 5  I contacted ****** again, and she stated they were "backed up" but would come Friday since it was a "light day."
  December 6  Once again, no one showed up or called. When I texted my frustration, stating, The lack of consideration and customer service is absolutely outrageous, Elaines response was, Call the office please. *** will be there tomorrow. I will be blocking this number.

  This blatant disregard for customer service prompted my formal complaint to the listed General Manager, ******** **********. After receiving no response for two weeks, I escalated the matter to the Better Business Bureau.
  
  No, I have not forgotten the fact that there were three previous service calls.  These calls stemmed from the shoddy construction and bait-and-switch tactics regarding the pavers that were installed. The pavers we selected had small shell holes, yet the ones installed contained massive, quarter-sized holes. It took three separate service callsand withholding final paymentbefore anyone even acknowledged the problem. Only after this did the salesman himself admit the pavers were "unacceptable." Even after three attempts to address the issue, the problem remains unresolved.
  
  Regarding the $147,000 cost of the pool, your response suggests you did not carefully read my complaint. My concern was that once full payment was made, Essig Pools became unresponsive, and we were treated as second-class customers. However, if I was indeed overcharged, I would be happy to accept a refund for any overpayment.
  
  As far as I am concerned, this matter remains unresolved to my satisfaction. It is my expectation that a formal apology be issued to my family and me for the way we have been treated. Furthermore, I request information on whom I should contact for future warranty-related repairsexcluding ******, as she has been consistently rude, unresponsive, and dismissive throughout this process.
  
  If necessary, I can provide copies of text messages and emails to substantiate my complaint. 

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

  

  Business Response

  Date: 02/21/2025

  We received the rejection to our response, which I don't believe is a BBB issue. The original complaint was that their spa was not working properly, and they were upset with our customer service dealing with a warranty repair. The spa was repaired in early December before we even received the BBB complaint. The customer is not disputing that the repair was done in their reply, the spa is working properly. Their reply is that they are upset with our customer service at that time and want an apology. Again, I don't believe this is a BBB issue. ****** was sick and out of the office, but in an attempt to communicate with them, she gave them her personal cell number, which she ended up regretting. They kept contacting her on her cell even after she asked them not to and asked them to call the office. Since they persisted, she blocked them from her personal cell. We had reached out to them 3 times after we received the BBB complaint to confirm the repair was satisfactory, and to apologize. They never returned our calls. 

  They are currently looking for a formal apology and another contact person. Since they haven't returned our calls, it's hard to apologize. Therefore, I am personally and formally apologizing for the poor customer service that they experienced from Essig Pools and ******. We have been in business for a very long time and pride ourselves in our customer service. Unfortunately, sometimes we s**** up, don't do a good job, and lose a customer that we should have made happy. I apologize for the company as a whole. 

  In the future they can contact ******* ********, our Construction Manager for any warranty work. 

  I trust this will bring this matter to a close, as the original repair complaint had been completed in early December. 

  Customer Answer

  Date: 02/22/2025

  Thank you for your assistance.

• Initial Complaint

  Date:05/02/2023

  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.

  Essig Pools was hired to do a pool in my backyard. Now I have an uncomplete job after full payment has been issued to the company. Some of the issues include many broken tiles and a broken skimmer. The company also never got final permitting from the city, even though they were paid in full to do so! The pool was supposed to be completed by December 18th and it is now May 5th. The first payment was made in January 2021 for a consultation. Since that date, several payments have been totaling well over $175,000.

  

  Business Response

  Date: 05/24/2023

  
  

  I am writing to inform you that we have been in communication with **************** regarding his complaint and are working to resolve any concerns he has.