ComplaintsforClearwater Pool Service, Inc.
Pool Service
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Complaint Details
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Initial Complaint
05/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This pool service was recommended to us for pool linear. They put in a pool linear, was done nicely. But..and this is a big but...they did not properly inspect the pool light area, and the pool started leaking water. The man came back out and was very agitated trying to point issue at pool pump, he said call **** ***** if our issue we will refund the 399 they charge. **** ***** came out and stated that the light is leaking, they also adjusted a cover that was installed by Clearwater pools to stop it from leaking. Clearwater pools will not take responsibility for the leak at the light (whose inspection was included in contract). Any other pool company will not guarantee the pool liner at this point if they have to fix the light area. But if Clearwater pool sub contracts to ********** in order to guarantee liner, then there is no issue. After a month Clearwater pools does not return calls/emails to state when they will sub contract work out. We have stated we have no issue to pay sub contractor, however any time from Clearwater pool required is clearly under warranty work. To Date: They still owe us for ********** they have not subcontracted with ***** ***** to review and fix the pool light leak issue, currently pool is unusable. What is sad, is the ********* and ********** all were shocked at the lack of response from Clearwater pools. I hope they resolve the issue and I can report back with good news. I have included emails with Clearwater pools, They are currently not returning any phone calls.Initial Complaint
03/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In June 2021 I hired Clearwater Pools to clean my pool. They tore the liner so a new ine had to be ordered. I paid them approx 2200.00 for deposit on new liner. They emptied my pool snd left a mess which became a swamp. The concrete around the pool got a large crack in it as it sat mostly empty except rainwater. It drew lots of bugs and frogs. I never heard back from them. I called many times snd never got an answer. I went by there and was told the liner had not come in yet because no deliveries due to covid. I went by there a third time and the building was closed up. Desured resolution is a full refund plus cost to repair broken concreteInitial Complaint
10/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On or about April *** 2021, my husband placed a deposit of $1500 to get our in ground pool repaired. He didn't hear from them for over 6 weeks. He decided to call them to get an update. They never called him back. He went by the business and they stated that the person that he needed to speak with was not in the office. He called several more times and told them that he would just sue them to get his money back since they refused to tell him what was going on. Someone finally called and said that they would refund his money. Weeks went by and still no refund. I decided to go into the business and speak with someone. The female told me that she would call me weekly with an update. Three weeks went by and no phone call and no update. I decided to go by the office again. This time the door was locked and a sign was on the door that stated they were temporally closed due to staffing. I called again and left a message. No one has called be back.Initial Complaint
10/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Ordered liner and installation ******* down payment $1925 paid down. Paid $1925 by credo card at that time. Returned with inquiry about installation date paid additional $1000 on ******** End August/September inquired about installation date-was advised that installation on other units were being installed and would receive an install date soon, that liner was purchased and would on its way for installation soon. Delayed was caused by manufacture issues. Went by facility multiple times near closing time, recent short staffed notice on window. Call attempts unsuccessful due to full of voicemail notification. Attached contract:receipt and second payment receipt.Initial Complaint
09/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
i was in need of a new pool limer. so i contacted clearwater pools to install a new one, they came out and took measurements and cut out my old liner leaving the bottom of my pool exposed. they said they would have a new liner in 4-6 weeks. i started calling at the 4 week mark just touching base just seeing the timeline on everything, they dodged myquestions and emails from the beginning. the owner never contacted me back, come to find out the liner was never ordered. now tje bottom of my pool is ruined and im having to use another company all together.Initial Complaint
09/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I called Clearwater Pools to replace the liner in my pool. I had used this company before and they did a good job, so I expected the same. They required half of the price up front and I sent them half of the cost. They sent the concrete guys out and they put down a block of concrete. Later they sent out their guys to measure for the liner. They did not have a measuring tape!! I was told it would take 6 to 8 weeks for it to come in due to the Covid. After 8 weeks I began calling to see if the liner had come in. I got a message the mail box was full and I could not leave a message. I tried daily and got the same message or a recording to leave a message. I left several messages. No one returned my calls. Three weeks ago I went to the office and was told the person who handled this part of the business was out of the office. I tried to call several days but could not reach anyone. I finally contacted the employee expressed my disappointment and ask for my money back.Initial Complaint
09/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
February 2021. Paid $1700 to Clearwater pool as down payment for pool liner. They never installed my liner and it is now September. They refuse to take my calls or call me back. I want my money back.Initial Complaint
06/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Clearwater Pools was contracted to drain/clean our pool back in late March 2021. They guaranteed that the pool would be cleaned by the first weekend of April. After that first weekend the pool was not cleaned, we reached out. They stated they could not drain the pool due to our liner. They then stated they would have the pool cleaned. They never showed up. Around mid-May I began reaching out the the company via email daily, and this was the only time that they came when they were supposed to. After less than a week they stopped showing up. Late May I sent an email telling them that I would be filing a complaint. All of a sudden they sent someone out to clean our pool. Shortly after this, the person they sent to clean our pool quit due to "the company going bad." My pool is still dirty, my husband is doing the work, and my family is out $400 for a job that was supposed to be completed 3 1/2 months ago.Business response
10/14/2021
Business Response /* (1000, 15, 2021/08/23) */ Clearwater was asked by the owner of the house to do a drain and clean on the pool. The home owner paid half down on the drain and clean. When we went to do the drain and clean, it was discovered that the liner in the pool was in very poor shape and we told the customer that we could not do the drain and clean because of the condition of the liner. We didn't want to damage the liner any more and our suggestion was to replace the liner. The home owner asked us to try to clear the pool up with chemicals. We agreed to "try" to clear up the pool letting the owner know that there were no guarantees we could clear it up because of the condition of the pool water and pool liner. After several chemicals being put in the pool to treat the algae, not much progress was being made. We suggested they get a sand change in the filter because the filter was just not filtering the water properly. The sand change was refused. Without this being done there was not much that could be done to clear the pool. The employee that "quit" told us that this message was relayed to the customer. The down payment initially made was used to provide the chemicals and the labor that was done on the pool. There was no additional monies asked for. Consumer Response /* (3000, 17, 2021/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sand change DID take place. I have messages from the employee stating the sand change was done along with pictures from the same day. The fact that this complaint was filed on ********* yet did not receive a response until ********* is proof enough that time management is not something they are concerned about. It also shows that they do not care about their customers. This response is not acceptable because it is clearly false as we were charged for the sand change and I have messages between myself and the employee confirming the sand change on ********** The text message also indicates that the person who changed our sand caused a leak for my pump. Business Response /* (4000, 21, 2021/09/09) */ There was never a sand change done on this pool and there was never an invoice or a charge for a sand change. The only money received was half down for a drain and clean that was paid by the owner's mother. I will refund this money back to the credit card of the person that actually paid for it.
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Customer Complaints Summary
11 total complaints in the last 3 years.
1 complaints closed in the last 12 months.