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:02/25/2025

  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.

  The pool was installed @ the end of June 2021,I noticed ***** stains & cracks in my pool,the Summer of 2023.The pool wasnt even 2 years old!I notified my contractor several ********** has said he was coming or sending someone to fix it for over a ******* hearing rumors that my contractor is filing for bankruptcy.He is not responding now.I contacted the ******************* are acting like they dont have any responsibility in this.,they told me it was cosmetic & that they would provide the gel coat for the repair.The pegs used for the pavers are rusting out. To register for the warranty was not self explanatory, However,you would think that paying that much money would be sufficient to prove your proof of purchase.

  

  Business Response

  Date: 02/26/2025

  We have investigated this matter and determined that the issue is neither related to nor caused by Tallman Pools.However, we have contacted Ms. ***** directly and are actively working with her to address and resolve her concerns. We believe she is currently willing to withdraw her complaint. 
  

  Customer Answer

  Date: 02/26/2025

   
  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:09/20/2023

  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 bought a fiberglass pool from Tallman Pools in Georgia with an assisted Install Package (attached the file) and we have paid them $40K for the entire package. This pool company claims to offer 50 year of structural warranty for anything wrong with the pool. This pool was delivered by ****************** pool at our property. So after we got the pool installed and got the concrete poured around the pool we learned from the County's Building Inspector that the first pool step is not meeting the international code for step's riser and treads. ****************** pool sold us a pool that doesn't meet local codes. So the inspection failed and the County inspector asked us to repair the pool. I reached out to ****************** pool immediately and also spoke with the owner a couple of times and with his son Ed ****************** several times regarding this issue and always got a run for more than 2 month from all of the ****************** at this firm. They kept saying that Owner is a very busy person and has been working with the county inspector to get a solution for pool repair and will not be available to talk to me. Moreover this pool company never mentioned in their assisted install package about pool bonding which we only learned after pouring the concrete during electrical inspection that pool bonding is a biggest safety issue and it's a must have requirement too. They are blaming this on *************** who has been just following the steps listed by Tallman pools in their assisted install package which reads nothing related to pool bonding requirement, it only specifies about the grounding requirement which is different then bonding. But Tallman pools is not taking any responsibility for the pool bonding issue. This company reached out to me on Sep 17 to schedule an appointment to come and repair the pool step over the weekend only after I sign a release form which will release them from known and unknown issues. The owner also called me an made racist comments and forced me to sign the release form

  

  Business Response

  Date: 10/03/2023

  Prior to Tallman Pools being notified of this complaint, we had already addressed the customers concerns and a resolution had been made. At this time, the customers issue has been remedied and he has expressed that he is satisfied with the outcome and has no further complaints. It is our understanding that the customer had also reached out to the ********************** the same day that the complaint was made to request that the complaint be retracted as it was done in haste but was unsuccessful in his request. It is the position of Tallman Pools that all issues have been resolved amicably and that no other action is necessary. 

• Initial Complaint

  Date:10/20/2022

  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.

  My wife and I purchased an assisted install on a fiberglass pool and spa. The construction started on 03/03/21, and the challenge began. The entire process from onset of construction was a nightmare to say the least. We've had numerous issues with Tallman Pools that have been absolutely exhausting. Earlier this year, we had a water leak at the pump on the main drain of the pool. We called several times and spoke with ****** Tallman and **** about the issue. ****** finally sent **** to fix the problem. It was raining that day, but he attempted to repair it anyway. He made multiple cuts in the pipe and installed couplings in an attempt to fix the leak. Two months ago, the water leak resurfaced. We immediately began attempting to contact **************** text and phone calls. During one conversation with ****** concerning the situation, he stated "Can't you not just fix it? That's a long way for us to come" to which I responded with the fact that the pipe was not installed properly in the beginning, nor was it repaired correctly the second time. Despite our numerous attempts, we are still awaiting a resolution. Additionally, we have a white film in the pool that we also inquired about on multiple occasions that has yet to be resolved either. We are seeking assistance from the Better Business Bureau to gain resolution on these matters.

  

  Business Response

  Date: 10/26/2022

  The owner of our company has reached out to the homeowners directly to discuss the concerns mentioned in their submission. We have expressed to them our sincerest apologies for any lack of or miscommunication regarding their concerns and their initial attempts to resolve them. In order to resolve the concerns fully, we have set an appointment for our lead installer to meet with the homeowners in person at their residence on Thursday 11/3/22. At this meeting, it is our intent to discuss their concerns fully and take action to resolve them. Once this appointment has taken place, we should be able to advise that all concerns have been addressed. We appreciate their willingness to work with us to resolve their concerns in a timely and workmanlike manner.

  Customer Answer

  Date: 10/28/2022

  We haven't resolved anything but are waiting to meet with them on November 3rd, 2022 to discuss more about the problems.

  

  Business Response

  Date: 11/23/2022

  We sent a technician to meet with the homeowners on 11/3/22 as scheduled. At the time of this meeting, all plumbing concerns were resolved. We also inspected the fiberglass pool shell and it was explained to the homeowners that their concern regarding the build-up on the pool shell was staining that can happen when the chemicals in the pool water are not maintained properly. Since water chemistry can vary significantly, we explained the steps for testing their water and ensuring that proper chemistry is maintained so that this occurrence can be prevented in the future. Even though this type of staining is not something thats covered by our warranty, we are assisting them with remedying it.

  
  As with all pool ownership,there is regular, on-going maintenance and upkeep required by the owner of the pool that is not the responsibility of the pool installer, as is explained in our Use and Care manual that is provided to all customers upon registration of their pool warranty. It is our understanding that the homeowners have a copy of this manual to reference and have also been given direct instructions on how to properly maintain their pool and its water chemistry. We are of course available to answer questions and give assistance to them at any time, now or in the future, just as we do with all of our other customers. 

  
  We appreciate the opportunity given by the homeowners to resolve their concerns and feel as though that has been accomplished. 

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18249870
  
  I am rejecting this response because:

  From: *************************** <**************************>
  Sent: Friday, January 13, 2023 11:25 AM
  

   

  Hi, 

  We are rejecting the resolution to the complaint ID 18249870 from Tallman Pools.

    Tallman pools claims this is a chemical problem, but we are yet to see if it really is. Theyve had two  guys come to fix the leaks that have been there for several months. The leaks were caused by the sloppy work of Tallman employees themselves. Tallman pools implies that we didnt follow our manual in taking care of our pool; however, we did, in fact, follow our manual as we had very little help from Tallman and this staining is one of the results. The Calcium Hardness, as well as the *** were all checked frequently and adjusted with recommended chemicals. We attempted to address many questions from the beginning concerning not only the chemicals but from mistakes that were made by Tallman and their recommended contractors. Most of our questions were ignored by Tallman staff and representatives. We texted and called countless times with very little reponses to texts or voicemails. We noticed this staining on our pool very soon after installation and ******, the son, told us to scrub it with a scratch pad and Xylene cleaner. I questioned his recommendation as I feared it would result in residual scratch ****** to which he replied that I could buff them out.  I felt this comment alone was ridiculous.   Why would I even take a chance of ruining it after I had just spent upwards of $60,000 on this brand new pool alone not counting the concrete. We did, however, spend $140 on the fiberglass polish and the chemical he requested and unfortunately, it did not resolve the problem. Remember this is a fiberglass pool. 

   

  On 12/5/2022,  I spoke with *******, one of the owners of Tallman Pools as she has sent a Zinc Anode and Water Bond, which costs around $30 to install on the pool,  however the pool already has that device on it. She says the chemicals are the problem, but that doesnt seem reasonable as the devise is already on the pool.  Its too cold to address chemicals at this time due to the cold weather so she wants to wait  til spring to see if this works. 

   

  On December 24th, 2022 our pool showing alerts and was not priming. The pool was in freeze mode due to the low temperatures. We researched the manual and found nothing addressing this loss of priming. We were concerned that we had a serious problem as we started having more leaks and the practically new pump was not priming. We sent three texts to ****** (the son) and another text to ******* and didnt get any response at all.

   

  At this point we are waiting for temperatures to rise to a level that chemical additives can be used to try and address the stains according to *******, therefore we request that this complaint stays open until we see if the problem resolves.

   

  We are trying to save our pool at this point from looking like a disaster with white stains and it has been very frustrating still. 

   

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

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

  

  Business Response

  Date: 01/25/2023

  ********************** purchased his pool March 4, 2021. Tallman Pools gives a one-year work performed agreement and provides a pool shell warranty. (Uploaded excerpt from warranty). All pool equipment provided is warranted directly through the manufacturer of the pool equipment. Tallman Pools extends no warranty on any pool parts or equipment.
  In September of 2022, after work performed warranty had expired, we were notified by ********************** of a leak. Even though the expiration date for the work-performed agreement has passed, Tallman Pools went out to ************************ home on both November 3rd and 4th of 2022 to diagnose the cause of the leak and repair/replace the check valve that was determined to be causing leaking. We replaced the valve, along with checked all other plumbing at no charge to the customer. Mrs. ****************** personally spoke to ********************** on November 14, 2022, and he confirmed his issue was repaired and he had no further leaks. She again spoke to him on December 6, 2022, and no leaks were reported. To-date he has not reported any other leaks directly to Mrs. ****************** or anyone employed by Tallman Pools.
  On December 24, 2022, he did attempt to contact us regarding his pump losing prime, but unfortunately, we were closed at that time for the holidays. We did not reopen until January 9th,2023. The outgoing message on our company voicemail explained this to anyone who attempted to reach us during that time.  In addition, and as previously stated, Tallman Pools does not warranty the pool equipment and, aside from assisting with trouble-shooting, we would not have been able to assist him further. At that time, it would have benefited ********************** to refer to his delivery paperwork and obtain the instructions and information on how to contact the manufacturer of his pool equipment to assist in our absence. We are a retailer of said equipment, not a warranty or service center.  
  Regarding the discoloration of the pool shell, we have determined this to be staining due to improper chemicals. While ************** was on site in November of 2022, he showed ********************** that the discoloration is actual stains that can easily be sanded off. This proves they are on the surface only and caused by improper water chemistry. While on site, ************** gave further guidance on how to properly operate the equipment and care for the pool. Mrs. ****************** has personally spoken to the homeowner about this issue numerous times.
  Although this staining does not fall under our pool shell warranty,we have again agreed to help him correct the issue. We told him in order to chemically treat the stains the water temperatures had to be conducive, so it would be in the Spring. In the meantime, we did send him a new anode at no charge. This is for corrosion verses staining, though it can reduce new stains depending upon water chemistry.  When he replaced the anode, he sent us a photograph of the old one which clearly showed an extreme amount of corrosion. This is further proof he has not maintained his water chemistry properly.  (Uploaded photo) It is the responsibility of the homeowner to maintain proper water chemistry of their swimming pool. Detailed information on this subject is provided in our Use & Care Manual, which ********************** acknowledging receiving during his pool shell warranty registration process. 
  At this time, we feel Tallman Pools has done everything possible to rectify any issues ********************** has brought to our attention and,we have provided assistance above and beyond what is required and/or expected of us based on the warranties provided. Though we are sorry he is unhappy, we know ********************** has a quality product and beautiful pool. (Uploaded photo)
  

• Initial Complaint

  Date:10/06/2022

  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.

  We had a pool installed on 11/20/20 with a 2 yr warranty.We started Contacting ****** about a pool pump priming issue on 3/23/22. After changing a check valve multiple times and based on their suggestion we purchased an adjustable speed pump for an additional cost of $1000, installed on 5-18-22.Throughout the Summer we noticed we were having to add water daily to keep the pool level up.After many calls and texts we were able to reach Tallman on 8/4/2022.After 2 visits from technicians, and having to ******************* levels, track how much water we added, they finally determined we had a leak and we needed a leak detection expert to determine the location. Again many calls, texts and promises ****** "just couldn't get any leak guys to call him back" It took 1 ****** search, and 1 phone call for us to locate an expert ourselves to schedule him to come. Then, magically his own leak guy called him back immediately with a scheduled time to come out.The leak technician ****** hired came 9/5 and marked the location of the leak. He determined via underwater camera there appeared to be a failure in a "flex fitting" After investigating this "flex fitting" we discovered these are not approved for underground installation, so we are now concerned as to how many of these fittings were used, since one has failed already. We had a scheduled appointment to fix the leak 10/3, which has not been kept, we received no calls to explain the no show.10/3 we discovered neither the pump, or heater was on.I suspect that by them having capped off 2 of the 3 connected lines leading to the pool, to temporarily stop the leak that this has caused the pump to burn up.It is now 10/6/22, and nothing has been done to resolve this issue. All we get from calling or texting ****** is excuses.We have completed all tasks asked of us and still have no resolution,

  

  Business Response

  Date: 10/12/2022

  First, we would like to address the concern regarding the lack of communication. We strive to provide excellent customer service and if that goal was not met, we sincerely apologize. As far as the completion of the repair, we do not have many repair issues of this nature that arise; therefore, we do not have a dedicated crew to complete these types of repairs when necessary. We typically have to wait for an installation crew to be available which, due to our previously planned schedule, took a little longer than anticipated by ******. However, on the date that this complaint was received, our crew was on-site to trouble-shoot and repair this plumbing. As of today, 10/12/22, the plumbing repair has been completed and the replacement of the concrete removed to access the area in need of repair is being replaced. We have been in contact with the homeowners during the whole process and believe that this issue has been resolved. We appreciate their understanding and hope that, in the end, we have upheld our reputation of excellent customer service and workmanship.