Complaints

This profile includes complaints for Coastal Pools & Spas, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Coastal Pools & Spas, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Coastal Pools & Spas, Inc.

  8539 Broad St New Port Richey, FL 34654-4942

• 

  Coastal Pools & Spas, Inc.

  8348 Little Rd # 163 New Port Richey, FL 34654-4919

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:12/19/2022

  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 10/26/2020. The pool is still not finished with many punch list items to be completed. In the contract there is a retaining wall that was never begun or completed. We try communicating with the business but they will not answer us either via phone or text. Frustrating to say the least. More than two years to finish a pool?There are many complaints on the BBB as well as ******* If you are considering a pool from this company think again! We will most likely have to go to court. Their workmanship is poor to say the least. Our pool finish is a mess, the stairs and swim out are wavy on the corners and the plumbing returns are on top of mounds instead of flush with the wall. Pavers that need to be replaced and have been asking for 6 months. Pavers that we did not want, we wanted cool deck. We contracted for a screen room and they pulled out of that and supplied a baby gate we told them would only be temporary. When you contract in 2020 and are now in 2022 how in the world would we get a screen room that has doubled in price two years later after the quote. This company is a mess and they are liars.

  Business Response

  Date: 02/28/2023

  Please find this letter as response to yet another complaint by this customer.  My name is ***************************** owner of Coastal Pools and Spas, Inc.  The ********* chose our company to build their pool for the second time.  I built ********************** pool several years back when he was married to his ex wife.  We literally had 0 problems or complaints.  The whole process went smoothly without a hitch.  I feel that this is the reason that ****************** looked to us when he required another pool with his new wife.  I was a little hesitant when we meet because of the story's we heard about experiences they had with other people in the construction field as well as realtors and the like.  They mentioned several law suits they were involved in and it definitely left us uneasy.  But considering my family has been friends with ****************** for years we proceeded with caution.  The process did have a few bumps considering we were constructing through the Covid nightmare.  We did see some unavailability with materials and shipping.  We also saw increases in prices due to inflation.  
  
  They speak of not getting a concrete deck in their complaint.  This was never in their contract.  We don't pour concrete decks in our business and haven't for quit some time.  Poured concrete in ******* is prone to cracking and shifting considering our ground conditions.  Using a paver deck eliminates a lot of these problems.  It is what is detailed in their contract and what they chose material wise in the selection process.  We did not change this by change order which is also required under the terms of their contract if requested.  
  
  The screen enclosure was eliminated from their contract, because of the price increases created in the market.  We were unable to hire a subcontractor to perform it's duties for the pricing originally quoted.  Considering this we opted to return the deposit funds that were issued to us in the form of a credit to the homeowner.  The accepted this refund and cashed the check.  We installed a baby fence which replaced the security requirement under the ******* building codes.  This baby fence was inspected and approved by Pasco County.  It allowed ** to move forward with the construction of the pool so it was usable by the homeowner.  The homeowner requested the baby fence company come back after the inspection and move the fence where they prefer.  This created holes in the deck where the original fence was removed.  We did not move the fence or request it to be moved.  The holes that were created was of their doing and not a responsibility of ours to repair after the final inspections were completed.  
  
  We did add the screen doors pads which were included in the cost of the screen enclosure.  The screen enclosure deposit was refunded.  In an effort to satisfy the client we honored their request to install them.  
  
  Please know that every aspect of this pool was complained about.  She couldn't find a tile because the hundreds of samples available were all horrible in her words.  She couldn't find a deck color because they are disgusting.  The concrete company, pool finish company, the deck crew and the baby fence company were all incompetent.  Satisfy them was impossible.  
  
  The pool is complete and all inspections by Pasco County passed and are complete.  The screen enclose deposit was refunded and final billing was completed with that refund.  There are no unfinished items to complete.  I will include pictures of the finished product for you to review.  
  
  Thank you for your efforts.

  Customer Answer

  Date: 03/30/2023

  What discussion about several lawsuits and realtors? Never discussed my personal business with you! When scheduling I mentioned a hearing and requested a delay in starting pool project. The only conversation that would have made you uneasy is the one about your bad reviews on the BBB. It made us uneasy and we should have followed our gut instincts. Down to the issues at hand. First thing discussed was our drainage field that was installed the year before we spoke to you at a cost of $2,800.00 that we did not want removed and you removed it. Per contract and in drawing a retaining wall quoted at $1498.00, never completed. We asked for cool decking and you said no, well into the project, leaving us with pavers. Concrete cracks and pavers sink, so what is the difference? There are many cool deck contractors when we search the internet. Pavers are tripping hazards for senior citizens when not level, which is our case. We signed the back of the refund check that cashing of this check does not constitute payment in full. We did not agree to baby fencing at a cost of $1900.00. A hole in the travertine coping exists because of your decision to put a pool alarm that did not pass inspection, hence baby fencing and holes in the pavers. Your schedule of working 2 hours a week for 2 years does not work. What also does not work was working on our property when we were not home. You did not have permission to access our property and do work that does not meet our standards when we are not home. Also the contract was signed only by you and never executed by us. Friendship? You were only interested in the money. You got your money and we got nothing but grief/hardship. Buyers/homeowners who are paying you should get what THEY want. After all it is their money, not yours!