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:05/15/2024

  Type:Service or Repair 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.

  Our pool was built by Atlas Pools. The servicing of the warranty work was given to BM Wemple. We contracted in December 2020 and the pool was completed September 2022. Soon after the pool was finished, it was discovered that when they shot the gunite for the pool, they forgot to put the plug in the skimmer and gunite was shote into the skimmer. Once the problem was discovered, they sent several people out to rectify the mistake and it took several months before it was decide that a new skimmer was needed. I made several calls and dealt mainly with *** and ****. Very slow response and seeming to not be in any hurry to correct the mistake. In April 2024 a leak was suspected and I called to get the problem fixed under warranty. I told ******** had made an appointment but was willing to wait for BM Wemple to come if it was needed for the warranty. They told me to keep the appointment and send the results. I called a third party company (Red Rhino), paid $450 for leak check, and emailed both *** and **** April 30 (hours after the check was complete) the results. A leak was detected at a skimmer seal. I called back May 6 and asked for an update. I was told that I needed to wait longer because **** was speaking with the owner. It's been two weeks now and I could have had the problem fixed by now by another company. This company has been unresponsive and the warranty work that needs to be done is costing me money to fill the pool. Red Rhino put a patch on the problem. At this point, I want them to fix the problem immediately or I will have another company do the work and work through small claims court to be reimbursed.

  Business Response

  Date: 05/30/2024

  Good Morning,

     We do not shoot skimmers in with Gunite they are actually installed by the plumber after the fact. In this case, everything was fine up until interior was installed in the pool and somehow got interior finish into the skimmer itself. We responded immediately to removal of the skimmer and replacement. That was done in 2020. The leak that was found was in the grout around the mouth of the skimmer where the concrete meets the Plastic skimmer. As with most companies, we have a lifetime plumbing warranty, but a one year warranty on things like this because of expansion and contraction, This is relatively common occurrence around the mouth of a skimmer, which is typically repaired with epoxy. This is not something that falls under the warranty of their swimming pool, we are sorry for the misunderstanding. Thank you, Atlas pools of **************** 

  Customer Answer

  Date: 06/09/2024

  The complaint has been resolved

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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.

  We signed a contract with B.M. Wemple Pools, Inc. for re-design and renovation of our in-ground pool on November 10, 2021. The total contract price is $122,480, with a deposit and four payments made as work was completed. All payments due have been made timely. Demolition work began in August, 2022 with crews on the job through January, 2023. Work has been sporadic since then, with subcontractors coming occassionally to finish their part. The pool still needs to be re-plastered, which has never been done. We try to communicate with the company and get no response. The subcontractor who is managing the job keeps making empty promises for completion dates. We told them months ago we had relatives flying in at the latter part of June, and was assured the job would be finished by then. We are totally frustrated and pray their work product is not a reflection of their service quality.

  Business Response

  Date: 06/27/2023

  It is our understanding that all matters have been resolved **** ****** at this time.

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair 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.

  This is my second complaint about Atlas/**** ****** *****. After signing a contract for pool renovation in March 2021, I am still waiting for this company to complete work on my pool. All that’s left is for them to install a $75 pool light bulb and to complete and close my pool permit. I have numerous big structural repairs that have to be done as soon as possible on my house. There is a possibility that the contractor won’t be able to pull necessary permits while the pool permit is still outstanding. All I want is for Atlas to install the bulb and complete and close the pool permit!!!!!

  Business Response

  Date: 02/16/2023

  Mrs. ****, even though the light bulb wasn't in the contract, we attempted to replace the bulb for you 1/31/23 but you told the tech to not go any further since it was covered in plaster. All inspections have been passed and completed since 2/2/23 and we can now close out the permit. Thank you for your patience during the renovation process.

  Customer Answer

  Date: 02/17/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:11/04/2022

  Type:Product 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.

  This is probably the worst experience I've ever had with a contractor. I hired them to take care of a pool at a house I bought, but wasn't living at yet. When I moved in on October 9th, after they supposedly serviced the pool 3 times, it was absolutely disgusting with debris all over the bottom of the pool. When I brushed it to try to clean it up the whole pool turned cloudy where you couldn't even see the bottom.
  
  The next week when the technician returned he looked surprised someone was living in the house and it was pretty apparent he was just showing up, filling out a service card, and then leaving. I asked him to explain how my pool valves worked and he just said "well everything is working so you don't want to touch it". When he left that day the drain was turned completely off and all the suction was going through the skimmer. In the six times he serviced my house he didn't empty the pump pump strainer or clean the pool filter once. They were disgusting with debris and calcium build up everywhere.
  
  I emailed the salesman who signed me up explaining everything above with pictures and he never responded.
  
  I called the office to confirm my service had been canceled and no surprise it hadn't been. She made me explain everything over the phone even though I told them I already emailed them. She just said "okay you won't be charged for next months service and you and now canceled. Not even 2 hours went by and I had a new charge on my credit for the next month. I had to dispute the charge and a few hours later they refunded the charge.
  
  They never apologized for anything and didn't try to make it right.
  
  I never judge a company based on an interaction with one individual because there are always bad apples, but I all three of the people I dealt with here were completely unprofessional in everyway.
  
  If you look on **** you can see almost everyone is having the same issues. This company can't be allowed to keep ripping people off.
  

• Initial Complaint

  Date:09/17/2022

  Type:Product 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.

  We were looking for a pool/patio renovation and went with BM Wemple. We were told it would start 8-10 weeks from signing the contract (quoted in email from our sales contact Pat). We signed our contract April 22nd and put down a deposit. Since then:
  
  *We were promised a copy of the contract once our sales contact got back into the office on 4/22. This has not happened nearly 5 months later
  
  *The drawing wasn't included in the contract. We were told it would be added and included with our copy of the contract. After repeated requests, we were finally sent the pool drawing (no contract) 2 months later, but several items are incorrect and still not acknowledged or fixed
  
  *We provided a list of items required by our HOA for approval. The only item we've received is an incorrect drawing. I asked at signing if our HOA does not approve if we get our deposit refunded and was told by our sales contact (Pat), yes
  *We've been provided no status regarding delays. When calling, customer service hasn't been able to provide any detail and we've been promised a call back from Manager (Nick) 6 times and not once received one
  
  *No permit has been applied for with the county as we were told would happen months ago
  
  Delays happen and are understandable. A simple call explaining this would have been expected. The repeated lack of response, incorrect/incomplete information, and lack of common courtesy NEVER following up is unprofessional and unacceptable. We have still not been able to contact anyone in the organization to get our deposit back after nearly 5 months. Based on the number of complaints online and here with the BBB with this same issue, it appears it is a deliberate tactic to get people to walk away from their deposit. The company will likely claim they can't return the deposit due to items on order. The drawing is incorrect, they haven't assigned a project mgr, haven't sent any info for HOA approval, and haven't applied for a permit; so I don't believe this has happened.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 19, 2022/11/18) */
  We are very sorry to hear about your experience. We learn from each mistake. I hope that you and your family can understand that we are very appreciative for your family giving us the opportunity and placing trust in our business. Nothing is intentional. Being in business for 34 years we continue to learn and work through each situation understanding while understanding the investment the customer has put in their backyard. While renovating over 200 swimming pools a year and servicing and repair over 9000 monthly. Unfortunately we do make mistakes and we never want to to let our customers down. We will be having our BMWemple team look into this situation to make sure that we have an understanding of your situation.
  
  Please remember we are not perfect. Our reputation is built on always willing to anything to make each situation right.
  
  We don't believe in reviews. As you can see the amount of bad reviews vs the amount of backyards we have serviced over 34 years shows the quality and customer service that we expect at each backyard. We hope we can address these concerns with you to make sure you know we care and want to resolve this matter.

• Initial Complaint

  Date:08/29/2022

  Type:Product 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.

  We were forced to use their pool cleaning services due to them being the builder of our pool with the threat of losing our warranty on the equipment installed. Since they have been cleaning our pool they have missed over 10 cleanings and my family has to constantly double check the work they do when they do perform services. We have called and received refunds for the lack of work but this does not fix the fact the pools was not getting cleaned, placing the equipment and pools at risk for damages. I finally cancelled the service regardless of warranty to protect the best interest of our investment after speaking to the Sales manager about not refunding us for the lack of services. In the past their cleaners have parked in our yard upon arrival, arrived and left after not performing the work, and marked worked completed that was not performed. The company has now resorted to locking their doors and only by appointment will they see a customer. We have requested several appointments without response.