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Business Profile

Pool Service

Alexander Custom Pools, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Service.

Complaints

This profile includes complaints for Alexander Custom Pools, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Alexander Custom Pools, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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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    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair 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: 23092661

      I am rejecting this response because: Alexander Pools reached out to me personally via email only expressing their distaste for my complaint. They had explained their view of the situation and I replied negating their stance on the situation and havent heard back since. That was weeks ago. Still stuck with the bill and therefore dissatisfied. 

      Sincerely,

      ***** *****

      Business Response

      Date: 03/31/2025

      *****,
      We were contracted to do the pool tile, resurface and lights. We were asked for a paver company recommendation and we did give you a name. However your contract with that contractor was completely separate from ours. We never discussed insuring him nor does it say that anywhere on your contract or in any of our correspondence.  Why would we offer to insure a company that has their own insurance for a job we were not completing or profiting off of.  While pulling the lights, our employee did nick an irrigation line which he then repaired.   After the area of concern was repaired, we did not excavate in that area again and the line held.  We always stand by our work and this review is not a fair depiction of the situation at hand. We understand your frustrations and in good faith reached out to the irrigation company to discuss the repairs to make sure they were not as a result of our work. I reached out to the company again and they have sent us the cost of the work they did in the area of concern and we have mailed a check to you for that amount. I hope you reconsider your rating as your pool turned out beautiful and your rating will hurt our small family company.

      Business Response

      Date: 04/10/2025

      In the initial email where I expressed our concern with the ******* review, I explained that payment was mailed to the ******* address for the amount Southern Irrigation sent us. There were no questions presented in Mrs. ******* response to my email. In attempt to disengage from arguing over the point that we were and still are disagreeing on, I felt not responding was the wisest decision.  After seeing Mrs. ******* rejection to my response on BBB, I reached out via email to confirm the receipt of payment and have also expressed that if not received a new check will be sent.  

    Alexander Custom Pools, LLC is NOT a BBB Accredited Business.

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