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:04/22/2025

  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 hired the Pool Doctor to redo my pool and pool deck in October 2024. They said it would take 30 days. Seven months later we still are not finished. There are multiple problems/open punch lists that still need to be addressed. There is little to no communicstion from the owners regarding resolving these issues. In fact when they do send someone( after weeks of multiple emails), the punch list just grows. We have pavers that that were installed directly on the old deck for psrt of the deck with no sand base and the uneven pavers against the uneven pool deck rock or pivot under your feet as you walk on them. They're only addressing them on a partial basis rather than fixing it all at once. So consequently we have about 30 that are still not secured. We are missing polymeric sand between the pavers in lots of places. We have several pavers that need to be replaced because they have abandoned holes in them for when they were trying to reinstall the baby gate. The baby gate no longer reaches across the pool cage. The eye hooks needed to be moved to reattach the baby gate to the pool cage were not done. The caps they provided to put on the sleeves for when the baby gate is not in use to cover the holes do not even fit. They are the wrong size. The skimmer in the pool is still broken and I was told to fix it myself! And the bottom drains in the pool are barely working. We have so much dirt and silt coming out of the lines into the pool that it's discoloring the new bottom of the pool. Apparently they were not cleaned out or blown out as we were told they would be before the pool was filled when we first discussed this project with the owner and and again as we express concern about the amount of debris that was being brushed down the drain during construction. I have not been able to use my back porch in 7 months. The owners we're very involved in the beginning but then completely disappeared once work started and have been absent ever since.

  Business Response

  Date: 05/08/2025

  We met with customer last week.  The skimmer issue was corrected and there is no issue with the circulation of the pool.

  When we contracted the job there was no mention of having a baby fence.  When we completed the job, installing the baby fence was on the l

  list of items to be completed.  We have ordered an additional section of the baby fence and once it arrives we will install and add more 

  polymetric sand to pavers.

  Customer Answer

  Date: 05/18/2025

  Dear *** or Madam, 

   

  This email is telling me that the complaint is resolved is the FIRST communication I have received from you egarding this case.  The complaint HAS NOT been Resolved and the issues remain the same as my first complaint.   I need the company to COMPLETE the work. 

  ****** *****

  Customer Answer

  Date: 05/19/2025

  Dear *** or Madam, 

   

  This email is telling me that the complaint is resolved is the FIRST communication I have received from you egarding this case.  The complaint HAS NOT been Resolved and the issues remain the same as my first complaint.   I need the company to COMPLETE the work. 

  ****** *****

  Customer Answer

  Date: 05/21/2025

  Just an update -- the company has not yet been out to fix the remaining problems as they indicated when **** visited on 4/30/25 and they indicated in their response to the BBB.    They have indicated several times that they would be here but do not show up.   I would just like to maintain the open complaint until the issues are resolved. 

  Customer Answer

  Date: 05/30/2025

  All work has been completed by the company and this complaint can be closed.  

   

• Initial Complaint

  Date:07/25/2023

  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 is my second complaint with the BBB about the Pool Doctor of Brevard, Inc. The Pool Doctor refinished my pool in Nov 20216 and provided me with a 10 year warranty. My initial contact was on 06 February 2023 that the pool finish was delaminating. I made a complaint to the BBB in March after calling and e-mailing them multiple times and they continued to avoid honoring their warranty.
  
  On 28 March 2023 this was the Pool Doctor's reply to the Better Business Bureau "Customer called and I spoke to her and told her we would take a look at her pool surface in approximately 3 weeks. Our superintendent did look at the surface and verified the places where the surface was coming off and told her we would get back in touch with her, which we did. Doug looked at the surface last week and told her we would repair the areas in the pool in the next 4 to 8 weeks under the warranty but we will not resurface the entire pool. She has not been chasing us, there has been communication via phone and email"
  
  The Pool Doctor has STILL not honored their warranty.
  
  To be clear, I have been chasing them for almost SEVEN MONTHS and my pool is only getting worse. I have almost two dozen e-mails and a dozen phone calls to Barbara the owner, with no truthful dates of when the the Pool Doctor plans to rectify their poor workmanship. My pool has several areas of the finish buckling and totally cracking, one is at least a 4ftx5ft area. I was hoping not to have to hire an attorney or go through small claims court, but I need my pool repaired. I plead with the BBB to give this company an unsatisfactory rating. Consumers need protection against companies like the Pool Doctor of Brevard. Thank you.

  Business Response

  Date: 08/01/2023

  First of all she has not been chasing us. My name is not Barbara.  I have communicated with her by email and text and amazingly when I emailed her last week she did not respond until days later, instead she proceeded to make this complaint.  We have looked at the pool and said we would repair the spots, which we will do but it is not poor workmanship. We have been in business for 53 years and always answer compliants.  She has been given a date that we will repair the pool.

  Business Response

  Date: 09/10/2023

  On August 20, 2023 we responded to the BBB.  Our response is the same:   We have been in contact with the customer on multiple occasions.  We drained her pool on August 14,2023.  Upon inspection of the pool surface, it was evident from the discoloration of the plaster and all the plastic fittings throughout the pool, there was definitely a chemical imbalance.  It was NOT poor workmanship.  My head pool plasterer has been with us for 20 years and has resurfaced thousands of pools, remembered this job in 2016, 7 years ago.  The job was properly bond coated and prepped.  We have offered to resurface her pool, labor and materials for the pro-rated price of $2,500.00.  On our last on site conversation with the customer, we told her $2,500.00 to resurface the pool she asked if we could do it for $2,000.00. Our attorney sent her an agreement.  She had issue with some of the items so our attorney is looking at her responses.

  Customer Answer

  Date: 09/12/2023

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

  I do not agree with the assessment of this business. I've had multiple pool professionals who have stated the delamination of the pool surface is most likely caused by poor preparation of the surface, poor workmanship, or poor material. My pool has been maintained with records by pool companies for over a decade. Records were kept that verify the pool was continually balanced. Although I agreed to paying $2500 for the Pool Doctor to repair my pool, the document they are requiring me to sign is a very one sided agreement that provides no consumer protection against a bad business. My attorney has reviewed the document and recommends I do not sign until the document is fair and equitable to both parties. I can't withdraw this complaint until my pool has been repaired satisfactorily. I can't imagine how anyone could disagree. 

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

• Initial Complaint

  Date:07/13/2023

  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 2019 pool doctor resurfaced our pool with a 10 year warranty. I have been trying to get ahold of them for over a month now via phone calls and emails to let them know the work is failing / potentially done incorrectly and would like them to come out and at least take a look a look and honor their warranty.
  
  There is a spot in the pool where the resurfacing material is now falling off but it also looks like it may not have been done correctly as there are dried "runs" or "drips" of surfacing material on the other ring of said spot. It's about the size of a half dollar now. A larger spot I would say 8 to 12 inches sounds to be hollow behind it as well and sir bubbles are coming out.
  
  It was extremely hard getting them to come out to begin with and it has been impossible this time getting even a call back.
  
  I hate to do this but am not seeing any other method to at least even get ahold of them let alone have them honor their warranty.

  Business Response

  Date: 07/23/2023

  We have spoken to the customer on several occasions, most recently last Friday.  He was told we would look at the spot in the pool to determine if there is a warranty issue. In our 53 years of being in business and doing 250 pools per year, generally issues are not the product or the application, but improper chemical balance.

  Customer Answer

  Date: 07/26/2023

  
  
  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.
  
  

  They did finally reach out to me, have attempted one repair which did not hold. Their superintendent visually noted, no tests run, that it was high in calcium but began chipping away anyway. A faulty patch was applied, but agin they did mention they will be back out. 

  Not sure how this works, but they did not speak to the customer, me. They yelled at the customer, me, various insults for leaving this complaint, said 16 weeks they would be out hung up, called back a frw days later, then said didn't we say next week, hung up, then ironically did show up. It was a mess, but yes if they follow through I am satisfied.

  Just want to be detailed on all accounts, given they for sure said they will be out, but were completely unruley this entire time. 

  Their rendition of how this unfolded is far more seamless that it actually was. 

  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:11/02/2022

  Type:Product 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.

  We contacted Pool Doctor of Brevard, Inc in May 2022 to have our pool resurfaced, and we we received a proposal dated 5/24/2022 and signed by Diane H****** (see attached). They requested $2,233.00 as a deposit, which we provided via check (see attached). The time was in may, and they promised us the project would be completed around July. Starting in July, it became "just a few more weeks" and then "just a few more weeks." This have been going on since July. Fast forward to Now (October/November 2022), all calls to the company are unresponded to. No one at all has visited our property since the deposit was paid, but the deposit has been cashed by the company (again, see attached). There is no excuse for a project taking this long, and the utter lack of communication is even worse. We are asking for the project to be started AND completed this week, as the time for stalling has run out. OR we are asking for a full refund of the $2,233.00 deposit on terms of breach of the repair contract by the Company.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/11/18) */
  It did take longer than we anticipated but we had product delays and a hurricane. We did not take her money. I offered to return her deposit but she wanted the pool resurfaced. We do not visit the property until we start the job. Resurfacing of the pool is complete.
  
  
  Consumer Response /* (2000, 7, 2022/11/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Business finally contacted us the day after the complaint was opened. They agreed to start the project that Monday (stating they couldn't start the next day due to Hurricane Nicole scheduled to hit Florida) or they would refund our deposit if they did not start. That Monday, they were, in fact, at our property and started the job. They finally completed the project on Friday 11/18. It took a BBB complaint to get the company to communicate with us for the first time in months, but the project has now been completed. Thank you.

• Initial Complaint

  Date:10/18/2022

  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.

  In 2022, a contract was signed with Pool Doctors of Brevard to resurface the pool and expand the pool deck. June 15 the pool was drained empty. June 20th pallets of patio block were delivered to my front yard. Since then, 4 days of work have created piles of gravel all over. The pool is half full of green slime, drink cups, broken bags of cement, tadpoles and other disgusting creatures. My backyard has been totally unusable all summer. The HOA is complaining about the pallets of blocks still on my front yard. I'm supposed to swim every day for medical reasons. And we're planning a backyard wedding for November! I told the company about this in June. I don't understand work being done on 4 days for about 4 hours a day. Not a professional company!
  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 5, 2022/11/01) */
  The blocks are the pavers for her deck expansion.
  The surface material was a special order which we had to wait until it came in. At this point the pool has been resurfaced and operational. The paver deck is near completion. We were never told that there was a wedding planned.
  
  
  Consumer Response /* (3000, 7, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Doug measured in March when the contract was signed. It clearly read the perimeter of the pool and a walkway were included. A few weeks back supposedly they realized they were short of retaining wall blocks and supposedly ordered more. Today he came up with a deal. I wouldn't have to pay for the shortage (which was already included in the contract), if I would change my comments! Is this bribery or extortion?!?! And meanwhile he's telling me about his 22 employees and how rich he is that he owns a lot! Is this his mo for getting rich? Definitely a weird conversation.
  
  
  Business Response /* (4000, 9, 2022/11/18) */
  We did not measure wrong, she added pavers.
  WE have ordered more pavers and wall blocks. The delivery is suppose to be November 28. The product was not available so we have to wait until they actually make it and is ready to ship. Product delays have been a constant problem for the past year. For example it took 5 months to actually get the surface material for the inside of the pool. We have no control over our suppliers. Being in business for 51 years, this is the first time anyone has accused us of bribery or extortion. We run a legitimate business. These issues may simply be a communication issue of where we were going to put pavers and what she
  thought. She was charged for the pavers which are installed on her property, no less, no more. We have already done extra items, adding 2 steps to her deck and installing tile on her step ups.

• Initial Complaint

  Date:10/11/2022

  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 April 25, 2022 I signed a contract with Pool Doctor of Brevard to remodel my pool. This included laying travertine tile over the existing pool deck, resurfacing the inside of the pool and removing the old tile in the pool and installing new tile. The price to complete this work was $24,200. I was required to give a third of the cost as a down payment when I signed the contract. I signed the contract and gave a check for $8,766 on April 25, 2022. I didn't hear from the company for 90 days so I gave them a call to get an update. Diane and Doug, the owners of the business said they would start the following week. They finally started working on the pool project on July 20, 2022 almost three months after we signed the contract. Today is October 11, 2022 and the travertine tile is partially finished and the pool has not been resurfaced. We are coming up on six months and they have so much work to do. The contact we signed indicated that they would complete the work 90 days after they pulled the permit. I have contacted the company via email, phone and text every week for the past two months to get updates. They rarely contact me with information on the status of the job. Since the day I signed the contract, Doug has never come to the house to inspect the work or give me updates. Their employees come for one or two days then weeks go by before they come again. They never clean up after themselves and the backyard is a mess.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/24) */
  We did not receive the travertine until the second week in September. Customer also added extra work which was not in the contract. We resurfaced the pool last week and are working on completing the travertine. Everyone has their own time frame but does not realize what is involved in getting the product and materials.

• Initial Complaint

  Date:09/06/2022

  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 June 7 2021, met with Pool Doctor and we agreed on a scope of work for the project for our pool and back yard. We entered into a contract with Pool Doctor of Brevard and paid an initial deposit of $9376.00. We were told that work would commence within 8 weeks. Work did not commence until November at which time they drained the pool and demolished the pool surface. On November 9, 2021 we paid Pool Doctor another $6,500 for a new pool heater. On November 19, 2021 we paid a second installment of $9376.00 under the contract. The Pool Doctor then left and did not return until May 2022. The pool remained in a dangerous condition for over 6 months, despite my numerous requests for updates on when they would return to complete the work. I have text messages and photos supporting this. When they returned in May to actually resurface the pool, we also discussed adding a pool control system. On May 13, 2022, we paid an additional $10,000 to cover the cost of additional equipment and the work completed to date. We paid Pool Doctor for all of the materials. We have paid Pool Doctor over $35,000. It is now September of 2022 and the work under the contract remains uncompleted and the work that was done was done shoddily. We have equipment that is not installed, other work that has not been completed and have had to pay others to finish some of the work. Pool Doctor has not completed the work that they agreed to when we entered into the agreement, and we have paid in full for all materials. At this point, after over a year of waiting, we want to sever the relationship with Pool Doctor, but they are demanding that we pay an additional $8600 for work that has not been done.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/08) */
  The delayed start was due to the fact that we were waiting for pavers to be delivered and a special order pool surface material to arrive. The heat pump was a separate contract, delivered and paid for. The contract payments were as follows: 9376.00,
  9376.00, and then on May 12 they paid $10,000.00 This third payment of $10,000.00 was for the $9278.00 balance on contract and $800.00 for the skimmer. All items on the contract dated 6-7-21 were complete. He did not pay for the other items on the invoice dated 5-11-2022 which he received a copy of that day. The automation was added on 5-13-2022 and was sold to him at our cost. We do not give equipment away.It was only when we asked for payment that he wrote to the Better Business Bureau, that is outrageous. So if he believes there are items on the contract that we did not do, make a list and we will look at it. I am attaching copies of contracts and invoice. If we cannot reach an agreement we will file a mechanics lien and go to small claims court.
  
  
  Consumer Response /* (3000, 8, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please see the attached response to the statements made by Pool Doctor including supporting information. This supplements the information and photos that were provided with our original complaint. We are reiterating our request that both parties walk away. No further work to be done by Pool Doctor and no further payments to be made by me.
  
  
  Business Response /* (4000, 12, 2022/10/03) */
  We do not accept the consumer's response. The customer added additional pavers that is why he was charged for them. He did not pay for the lights in the pool and spa and he did not pay for the automation, these were extras not on the contract but he ordered them. He received the invoice the day he paid $10,000.00, leaving a balance of $5603.00 plus the automation that we sold him at our cost. We do not give equipment away. He never said he disagreed with the charges, only when we asked to get paid did he say he was not going to pay and at that time he filed the complaint with the Better Business Bureau. We will not walk away from the $8603.00 that he clearly owes.