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Business Profile

Above Ground Pools

Pools Above Ground
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/13/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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: 21572610

    I am rejecting this response because: I have not received information about warranty options and those supposed responses are not attached for me to view. I only see the messages I sent. If it was offered for the walls and liner to be replaced we would have moved forward with that option. 

    Sincerely,

    *****************************customer service is even worse.

    Business Response

    Date: 04/14/2024

    Dear BBB, thanks for the opportunity to reply


     It's somewhat unclear as to why the complaint. This customer purchased a swimming pool 5 years ago and had only just recently emailed about rust on the pool wall. As you can see by the attached inquiries below she is asking if there is a warranty or if she can purchase replacement parts. The answer to both questions is yes. 
     I have spoken with this customer on a few occasions and we discussed her pool damage and how to go about making a warranty claim with the manufacturer. At least twice I'd given her the manufacturer's info and I also gave my professional opinion (37 years) on the root cause of the problem. It's my belief the rust she is experiencing is caused by a leak(s) in the pool liner that have gone unnoticed or un-addressed for years. Even though I explained there can be many non-human causes for pool liner leaks, she rejected my opinion and insists she doesn't have one. So I told her how to assess the extent of the damage and offered to get her a replacement wall at cost if the maker did not warranty it. She has never called or emailed back to acquire a replacement wall so I can only assume she was successful with her warranty claim or has made other plans.

     We strive to make every customer happy and I believe we offered solid advice and a reasonable solution to her problem. But sadly if you are not going to address a problem you've known about for 3 years, this may be the outcome.







    Business Response

    Date: 04/15/2024

    I had spoken to this customer last week and instructed her to contact ****** International directly to file a warranty claim. ****** is the manufacturer and guarantor of the pool wall in question. She will need her original invoice in order to confirm date of purchase. ****** may want to see images of her pool wall to determine the cause of the corrosion. It's possible they may ask for additional info prior to make their judgement.

    All of the instruction manuals and warranty paperwork for her pool package was included in the shipment and would have been given to her at the time of installation. It's also all available online on our website in PDF form for her to view or download. She can find it by simply searching for her pool model and size then clicking the "DOCUMENTS" tab. I have also provided a link to the ****** website below.

    ****** International - **********************************

    Customer Answer

    Date: 05/10/2024

    I have emailed the contact for this business 2 more times requesting the contact information (website link or phone number for claims) for the manufacturer and have yet to receive a response. I feel the information is being withheld at this point so that I will hopefully give up the quest for replacement parts. I am extremely disappointed that this simple request cant be honored. 

    Customer Answer

    Date: 05/13/2024

    I have emailed the contact for this business 2 more times requesting the contact information (website link or phone number for claims) for the manufacturer and have yet to receive a response. I feel the information is being withheld at this point so that I will hopefully give up the quest for replacement parts. I am extremely disappointed that this simple request cant be honored. 

    Business Response

    Date: 05/13/2024

    Hello and thanks for the opportunity to respond to this complaint again. I have little new information to add as I thought it was clear in my prior responses that the customer has all of the swimming pool warranty information already. It all came in the original pool boxes, is still viewable on our website and was provided last month in pdf form. I also provided the exact part numbers for everything she had ordered. All she would need to do is go to the pool warranty document, read it, and follow the instructions to file a warranty claim online. I have also mentioned at least 4 additional times by phone that the manufacturer of her pool is ****** International located in **************. I am unaware of any phone number that she would call to file a warranty claim, but she certainly can look up ****** International online and try for herself.

    Just so everyone understands, I cannot file a claim on her behalf because the maker will only deal with the consumer directly and her pool was ordered 5 years ago. At some point this customer will have to follow the warranty claim procedure or pick up a telephone if she hopes to resolve the issue before her warranty expires.

    Hopefully this response will help clear up any misunderstanding there may be in regards to this continued unfair and unfounded complaint.

  • Initial Complaint

    Date:09/22/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Defective 22' x 36' pool cover - in warranty. I was told a new one is coming a very long time ago. Day after day no one answers in any department. Messages left are not responded to. Winter is coming and I need to have this taken care of now. They have pictures I sent of water leaking through cover.

    Business Response

    Date: 10/10/2022

    Consumer Response /* (2000, 5, 2022/10/06) */
    From:************************************
    Date: Thu, Sep 29, 2022 at 4:37 PM
    Subject: Re: Out of Office: Returning October 4, 2022 Re: BBB Complaint Case# *******************************************
    To: ***************************************

    After several calls, my pool cover arrived today - 9/29/22. Thank you.

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