Complaints

This profile includes complaints for All Phase Pool Remodeling, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  All Phase Pool Remodeling, Inc.

  2600 W Airport Blvd Sanford, FL 32771-1682

  
• 

  All Phase Pool Remodeling, Inc.

  PO Box 471408 Lake Monroe, FL 32747-1408

  

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:10/30/2024

  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 had my pool resurfaced and tiled. It came out great but they forgot to reconnect the pool light. Ive called and emailed them multiple times but they havent responded. I am disappointed.

  Business Response

  Date: 10/31/2024

  Issue has been resolved. Light was not working because the breaker was off. Turned on breaker light is working. 

• Initial Complaint

  Date:07/22/2024

  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.

  I had my pool re surfaced by this company a few years ago it appears that the finish is delaminating in certain places. The product is called Signature ******************* Carribean. I registered the warranty with the manufacture immediately after installation. There are white spots showing on the surface which appears to be the under surface, it is not calcium or improper chemistry. It has a life time warranty against defects. I have call the company numerous times to schedule a representative to look at the pool. They never respond or stand behind their product. I actually had issues on the initial re surface job.I would just like them to look at it and let me know what the issues are. It has a life time warranty. I have sent pictures etc to know avail. When you call all you get is voice mail upon follow up that includes e-mail also, I have left numerous messages over the past weeks. The one time I did talk to ********* who was cordial but said she had to forward the request to another office. Never heard a word back from anyone, that was weeks ago.

  Customer Answer

  Date: 08/09/2024

  All Phaes came to my home today and corrected the issue with the white spots. The technical went out of his way to help me out. They r busy I understand that but they came thru for me. My pool looks new !!!

   

  Thank You

   

  *******************

• Initial Complaint

  Date:09/21/2023

  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.

  In April of 2019, they were hired to redo my pool and pave the backyard as well as make a walkway from pool deck to the driveway. Everything was good until last year, when I started vacuuming the pool and started noticing that a bunch of pebbles from the pool finish seemed to be in the vacuum bag. After the third time I saw all of the pebbles, and after conferring with my pool place people, I contacted them about the problem. They first said that with most people it turns out to be bad chemical problems. I let them know that my pool place kept records they can see. They said to get back with them when I am ready to move forward, because it was still the middle of summer and I did not want to lose the ability to swim until the cold months. They said that I did not have to save any of the pebbles. When I contacted them before my vacation last September, they would not let me make an appointment unless I was going to be home and told me to call back when I return. Because of many problems I was not able to get back to them until the start of the summer this year. Finally after many calls, they sent someone out to check my claim on July 13th who took pictures and they were suppose to get back to me with a plan. They never called. I called starting at the end of July a few times and was assured they would get back to me when they had a plan. They stopped answering my calls and have not returned any calls. Patches of the finish have come off so there are patches of white against the blue. I have included pictures but I am not computer savvy so it might be hard to see without blowing up the picture. It is harder to clean since I believe the top coating has come off the main coating. The floor is rougher, I find hills and valleys in the pool floor and I recently found a small wire about a staple size sticking out of the coating that I was not able to pull out.

  Business Response

  Date: 10/05/2023

  APPR is currently in communication with ****** ******* to address the issues.

  Customer Answer

  Date: 10/11/2023

  
  
  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.

   

  Thank you very much for your help.  They did contact me and came out on Thursday.  They indicated that what I am seeing as the pool surface being marred is actually normal.  While I do not like their answer nor do I agree with it, they advise that it looks okay to them and there is nothing they will do.  I will let it go and again thank you for your help.  I do not believe they would have responded if you did not get involved.

  Have a great weekend.

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

• Initial Complaint

  Date:09/19/2023

  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.

  The job to remodel our pool started July 23, 2023. After we paid them $18,265 which is only $750 short of the total, communication became very difficult. We basically paid in advance. We've had issues with tile work, grout, acid stains on our granite spillover, pool lights don't work and all n all poor finish work. Today was is September 13th and after begging and pleading they sent a tech to finish. Still the workmanship is terrible and the spillover is untouched, tile grout is missing on tile around jacuzzi. They supplied he salt for the system but we are short 6 bags. Which we were told by another company's representative starting up the new salt system. He has to come back because not enough salt. Never the less we received an email from All Phase Remodeling stating the tech completed our list. No he did not. We have photos, texts and emails all saved. I just have to make them into a smaller file for this complaint.

  Business Response

  Date: 10/03/2023

  We are currently working with the customer to address the issues. 

  Customer Answer

  Date: 10/04/2023

  All phase pool company did respond but only to install the three caretaker heads and to remove grout around the existing caretaker heads. We are currently still waiting for tile replacement and the spillway to be replaced due to their subs lack of quality finish work. We are also waiting for the pool lights to be corrected. 

  Customer Answer

  Date: 10/04/2023

  Yes, they have reached out. But it's been a couple of weeks and I believe they should have the materials by now since their a good size company. I'm not sure why it's taking this long.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20607409
  
  I am rejecting this response because:  Yes, they have reached out. But it's been a couple of weeks and I believe they should have the materials by now since their a good size company. I'm not sure why it's taking this long.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/02/2023

  APPR is currently in communication with the customer. A scheduled date has been set. 

  Customer Answer

  Date: 11/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: although they have finally responded after many phone calls and emails we sent, this response they sent to you does not contain much content as to what they are scheduling. 
  They did send us an email letting us know someone will be at the house Monday 11/6/2023 to install spillway and fix hole in the Pebble Tec finish. We still need our lights fixed because they won't go on in pool and there is bad workmanship with tile where the jacuzzi and main deck meet. We feel those issues should be fixed at the same time. Why not just finish since we paid 99 percent of the cost back in August. I believe we have been patient enough with this project and we are anxious to move forward.
   Let me be clear;  if all I wanted was to damage this Pool company I could have plastered my photos and written many damaging messages on Yelp or any Social media outlet. But I chose the BBB because I'm looking for a solution and I want to believe any reputable company should understand our situation and do what they sold us on.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 12/04/2023

  All Phase is in communication with the customer and a scheduled date has been set. 

  Business Response

  Date: 12/05/2023

  All Phase is in communication with the customer and a scheduled date has been set. 

• Initial Complaint

  Date:07/13/2023

  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 signed on for my pool to be re-tiled and refinished with pebblesheen in December 2022. Work started February 3rd 2023. My pool was drained, tile removed and replaced within a week. There were major issues with the work completed. The project manager agreed a portion needed to be redone but more tile had to be ordered. That should only take a few days. A full month went by with an empty pool. Ground water collected at the bottom and started to look like and smell like a swamp. Tile was eventually finished, the pool prepped, then re-prepped because they did it poorly the first time, then the pebblesheen applied. It was early April when my pool was filled. Once it was filled, the chemicals were supposed to be put in and the pump started. They never started my pump. I was told they forgot!! I had to start it myself once they gave me the ok. It is July 2023. I do not have all my grate and inlet covers. I have cracked grout and I have fountains that do not have their decorative rosettes. The finish on my pebblesheen is choppy and uneven. I keep contacting the company. Typically they ignore me, lie about coming out (I have cameras), or just don't show up. No communication at all. This is my last resort before contacting an attorney.

  Business Response

  Date: 08/10/2023

  All Phase Pool Remodeling has reached out to **** & **** ****** to address her concerns. All Phase service technicians have been to the property and have completed a drain & acid wash to correct the interior finish issues. We are currently in communication with **** to complete the remaining items of concern. Mark ***** has talked with **** about the decorative rosettes for her fountains. We appreciate **** and Andy's patience during this process, and we will continue to move forward with completing the job.

  Business Response

  Date: 12/06/2023

  Once water features have come in provided by the customer, Marvin will correct issues and install.  

  Customer Answer

  Date: 12/07/2023

  I don’t understand why this complaint is closed. There are still outstanding issues with my pool. The company is waiting until I get water features shipped to me but there id no reason to wait. The issues I have are no related to the water features. There are cracks in my grout where they installed new tile. Water could be leaking in this area. 

• Initial Complaint

  Date:01/31/2023

  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.

  This company took out 17 floor jets before pebble tek was applied to the plaster. They disappeared after that. Once the pebble tek was applied we noticed multiple divits in the floor and a 1/2” hole above the light. We called immediately and were told by Jim the supervisor that the pebble tek would expand and to give it 48 hours after the pool was filled. They sent a start up company and there was no change. We called him again and he said not to worry, the technician would be out and he would fix the divits, fill the hole above the replaced lights, and put in all new jets. This was 1/6/23. A man Blake came out and took pictures that week and then left without fixing anything or putting in jets.we called the company multiple times since and were told the technicians make their own schedule so there is nothing they can do. Then Blake called and was immediately accusatory stating he was trying to find out what WE did with the jets. That they have pictures (before pebble tek was even put down, or the acid wash guy came, or the start up pool company came) with jets in the bottom of the pool. I told Blake that the bad communication meant I don’t know which one took the jets but we don’t have any and it’s a safety issue for my kids to go in the pool at all with no jets since they could have their hands caught and I just want my pool back in working order. They started back before Christmas. Blake never came by and we called Jim again. He then accused us of taking out the jets stating “we don’t normally take out the jets because they could break” and that “they need a special tool”. Yet the holes that are in the pool have pebble tek over the pipes which to me means someone took them out before it was applied. He says he has pictures (same ones from before the whole process). We are almost in Feb and Divits still there and the hole there above lights and no jets. We are not at all satisfied with the product or company and demand it fixed now or our money back in full.

  Business Response

  Date: 03/30/2023

    Yes at bond coat and at QI floor heads were in place . We did interior finish
  next morning after QI passed. Startup company informed us there was not any
  floorheads in pool or onsite. I did ask the homeowner if they removed them as
  our pictures showed them in place (covered ) in the pool. Homeowner said they
  did not remove them , said that we removed them at the prep . I told him they
  were there when I did the QI the day before he asked if the interior crew
  removed them . I said no they wouldn’t normally remove them , and I would try
  to figure out what happened . 
   
  Spoke with the Interior finish and they said they did remove them per
  homeowners request and was put on the deck for the homeowner .  They were
  not onsite , and do not know what happened to them after the Interior crew
  removed them . At that point we decided to just replace them to address the
  issue . Let homeowner know we were going to order new ones and install when
  they arrived . 
  
   Blake
  went out on 2/6/23 and installed the new floor heads, repaired the light issue-
  homeowner was home and with Blake .
  
  On
  2-10-23 , Blake went back out and reset two floor heads that popped out of the
  cup and again meet homeowner there and did a walk through with home owner .
  Everything was good at that time service/ issue wise .
  

  Business Response

  Date: 04/13/2023

  We apologize for any miss conception customer may have had in reference to the missing floor jets. The floor jets were replaced at no charge to customer. 

  Management will reach out to customer and do a final walk through of project. 

  Customer Answer

  Date: 04/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There was no "misconceptions" about it. The "manager" Jim told my husband that he had pictures to prove that the jets were in when in fact the pictures were taken prior to the jets being taken out by their contractors the morning AFTER the Quality inspection was done the night before. The "manager" told my husband that they KNOW we took them out and could prove it with the pictures however the pictures we provided show that the contractors took them out and covered it with plastic film with them removed. Never did we get another call to apologize for being blamed for this issue and they absolutely SHOULD replace them since we didn't have any part of them going missing. I called multiple times since then requesting to speak to the owner regarding our "experience" and have still yet to hear from him. Since then I have had to call the office and request we get the final invoice because I was never given the letter to submit to my water company about the refill as we were promised would be taken care of as soon as the last payment was paid but they never sent a bill or anything. The woman I spoke to at the office said that it was "usual" that the bills don't get sent out on time and that she would work on getting it for me right away but even that took multiple days to get done and the letter was sent by mail and not be email as requested and I was told would happen so that I wouldn't be charge a late fee on my water bill so we missed the date on that and now the credit will be applied to a bill 2 months later because of it. Today is the first time that someone has reached out and it was by email to do a "walk through". At this point there is no need to do a "walk through". That should have been done back in February when all the mess was happening, not after because I have filed a complaint. The customer service has been awful and this company should not be allowed to operate and treat customers (who pay a lot of money for their product and services) like they are second rate citizens. There is still not been one ounce of accountability for the mistakes and the things that were said to us or the delays that made it so we could not utilize our pool. If the owner had any sense he would at least reach out and see what he could do to "make it right" but instead we keep getting responses about how it's how we misconstrued things?!? Give me a break. 

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

• Initial Complaint

  Date:08/24/2022

  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.

  On August 18, 2022 All Phase Pools had a crew out to my property for a pool resurface. One of the employees backed their trailed into my mailbox, completely breaking the wooden post in half and knocking it over. That same day, I contacted Mark W**** at the company, and he said he was sure it was already reported to a supervisor, but was going to check. I heard nothing that day. The next day (8/19/22) I texted Mark and told him that I could not use my mailbox, and therefore could not receive mail. He again said he would check with the supervisor, nobody called me or came to fix the mailbox. I then contacted Mark again on 8/22/22 since the weekend passed, and offered to fix the mailbox myself if the company waived the remaining fee I owed ($495) and I received no response. Since I received no response from Mark, I emailed the company explaining what had happened and that I needed the issue corrected because I had not been able to receive mail for 3 days at that point. I again offered to fix it myself if they would waive the final part of my payment. I received no response, so sent another email on 8/24/22 that my mailbox needed to be fixed, and once again, for the third time, offered to fix it myself if they waived my final fee. On 8/23 I received a response that they contacted a few places to get the mailbox fixed, yet nobody has come out to fix it. it has now been 6 days since I have been able to receive mail due to their incompetence.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/08/29) */
  We apologize for any inconvenience we may have caused you in relation to this issue. We have since replaced the mailbox with a new one and hopefully all is well.