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:09/18/2025

  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 paid approximately $50,000 to Kayak Pools, Midwest at the end of April 2025. We were scheduled to have the pool installed in late June/ early July, with the understanding that it would take 1.5 days for the pool to be completed. Today's date is 9/18/2025 and the pool is not finished. The two people who, I am told by subordinates at the company, are the only people I can speak with are not returning communications with me. The last 2 installers who was here to finish had no idea what the issues were and were sent to our home without an understanding of the issues. The last installer was supposed to be back yesterday to finish after learning of the issues, he did not show up, nor is he returning our communications. We just want the pool finished.

  Business Response

  Date: 09/18/2025

  Kayak Pools Midwest has been in consistent communication with this customer throughout the process regarding their installation concerns. We have sent multiple service technicians to the customers property to assess the reported issues, and each visit has been communicated in advance.
  The resolution to the customers concerns is a multi-part service that requires more than one trip to the home. There are also multiple potential solutions to address the issues, and our team has been assessing which option will be the most appropriate and effective fix.
  At this time, we are in the process of scheduling a final service technician to return and complete the remaining items to the customers satisfaction. This plan has also been communicated to the customer.
  We remain committed to resolving the concerns and completing the project as quickly as possible.

  Customer Answer

  Date: 09/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I am not satisfied at this time because the company has given the same response over the past few months that we have dealt with them.  Giving us an 'as soon as possible' response is not a definitive answer and a specific time line should be provided, and consequences should be identified if Kayak Pools Midwest cannot fulfill their agreement. 
  
  Regards,
  
  ***** *****-********
  

  Customer Answer

  Date: 09/18/2025

  In their response, Kayak Pools Midwest states that they have sent multiple installers and shipments of parts and have been in communication with us.  I want to clarify that we agree with these statements and accept these statements as examples of Kayak Pools Midwest's incompetance and inability to complete the pool in a timely manner.  There should not have been a need for this many shipments, installers, emails or phone calls as these continued efforts to fix the issues are simply lackluster attempts to fix problems that were caused by Kayak Pools Midwest and their employees or contractors in the first place.  To date, we do not have a completion date, have not heard from the president of the company despite multiple attempts to reach him, and cannot close the permits we have open with the city, or use or close the pool for the season. 

  Customer Answer

  Date: 10/02/2025

  Kayak Pools Midwest has sent another installer out to our home on Monday, 9/29/25.  He was also unable to complete the work, and we have not heard back from him or his assistant since. We have not heard from Kayal Pools, Midwest. I have reached out to Kayak Pools Midwest today by phone and email and am waiting for a plan to complete the project. 

  Business Response

  Date: 10/02/2025

  Kayak Pools Midwest has remained in communication with this customer and, as stated previously, the resolution for her concerns is a multi-part service that requires multiple visits to complete. Our installers have been on site and additional work remains pending only due to the need for specific parts.
  We are actively working on securing all of the necessary parts to complete the service in full. Once those parts are in place, we will coordinate directly with the customer to schedule the final steps of the project.
  Kayak Pools Midwest remains committed to completing the service as quickly and effectively as possible and appreciates the customers patience while we work through this process.
  

• Initial Complaint

  Date:08/30/2025

  Type:Sales and Advertising 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 dissatisfaction has been an ongoing issue since my pool was installed in 2022. I have sent numerous emails and phone calls to resolve this issue with minimal concern from the company. When the pool was installed, I instantly noted there was two leaks that were then repaired. The job was poorly repaired causing a plastic nail poking out of the liner. I have had two technicians inspect the nail that they claim is nothing to be a concern of. I have a fear the nail will either cut someone or eventually pop the pool. I also purchased a pool with lighting that has yet to be installed. I would like full reimbursement for the lighting or correct installation/repair to resolve this issue.

  Business Response

  Date: 09/05/2025

  We appreciate the opportunity to respond to this complaint and would like to provide clarification.
  As has been discussed with the customer on multiple occasions, the area in question is not a sharp object under the liner, but rather a hard section of the seam. To ensure complete accuracy, we have sent multiple service technicians to inspect this concern, and each has confirmed the same findings that there is no sharp object and nothing that poses a risk of damage to the pool or to swimmers.
  Regarding the pool light, we have already processed the refund for that item, and the customer should receive it shortly.
  We regret that the customer feels dissatisfied, but we remain confident that our service team has thoroughly addressed these concerns and that the pool is safe for use.

• Initial Complaint

  Date:08/14/2025

  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.

  June 2022. We needed our pool liner replaced. We contacted Kayak. This is where we purchased our pool. Approximately May or June of 2024. They installed a new liner for about $6,000. Paid in full. This year in June, the liner came down. The install department said to put it (the liner) up and empty the water. Obviously it wouldnt stay up on its own so my daughter taped it up. I was told by the install team that it would be about $400 to put it back in the ******. Paid in full at that time. After about 2 months with numerous phone calls, they came to look at it. Said the liner was no good because of the tape. They sent me an estimate for about $4,000. This is not acceptable to me. The tape residue is not on the liner. We have missed the whole summer without the pool. They have refused to give the money I sent for them to put the liner back up saying now that that was a service fee. All I want is for the liner to be installed properly. Thank you, ***** ******. ************. *************************************************************

  Business Response

  Date: 08/15/2025

  Kayak Pools Midwest did not, at any point, advise this customer to drain her pool. Our clear and documented recommendation was to refill the pool immediately to prevent further issues. The problems she experienced were the direct result of the water level dropping, which can cause significant liner displacement and damage.
  When our team inspected the pool, it was evident that the pool had not been properly maintained or upkept. The condition of both the pool and liner was extremely poor, with visible signs of neglect. These conditions were not caused by installation error and are the sole result of insufficient maintenance.
  Because the issues are unrelated to workmanship or installation defects, they are not covered under our warranty. Any necessary repairs or replacement work would be at the full cost of the customer.

  Customer Answer

  Date: 08/18/2025

  I was indeed told to drain the pool leaving 6. If the company hadnt taken 2 months to reply, the pool wouldnt be all green and slimy. We have had a lot of rain so that made it worse. She told me the price to put it back up was just under $400. Now she said it was for them to come look at it. I am asking again to come put up the liner. Sincerely, Vicki 

  Customer Answer

  Date: 08/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I was indeed told to drain the pool leaving 6. If the company hadnt taken 2 months to reply, the pool wouldnt be all green and slimy. We have had a lot of rain so that made it worse. She told me the price to put it back up was just under $400. Now she said it was for them to come look at it. I am asking again to come put up the liner. Sincerely, Vicki 
  
  Regards,
  
  ***** ******

  
  

• Initial Complaint

  Date:06/30/2025

  Type:Customer Service 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 entered into a layaway contract and put 500 dollars down. Since then I have tried contacting the company financing office and seller representative and both have not responded or gotten back to me for weeks now about canceling the order. The layaway fees have not started. I have sent emails left voicemails and talked to the representative, texting and calling, promising me she will give me a call back when she has time but never does. I dont know how else to get their attention to cancel this order!

  Business Response

  Date: 07/01/2025

  Mrs. ****** first contacted our office to request a cancellation on Saturday, June 28th. Her request was promptly forwarded to our ************************ for processing on Monday, June 30th.
  As per our company policy, cancellation requests are handled within a standard processing timeframe of 57 business days. Mrs. ******* request is currently moving through the appropriate channels, and we appreciate her patience during this time. 

• Initial Complaint

  Date:05/16/2025

  Type:Order 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 July 3, 2024, I entered into a contract with Kayak Pools Midwest for the purchase and future installation of a 16x24 above-ground pool. At the time, I paid a $500 deposit, followed by a layaway plan and ultimately a larger order payment of $9,989 totaling over $10,000 paid to date.I did not finalize the financing and checklist paperwork until April 2025. Shortly after submitting that documentation, Kayak Pools attempted to charge me an additional $2,000 as a permit allowance. They stated this was required because Kayak was responsible for pulling my local permits.However, after researching local requirements in ********, *******, I learned that I am legally allowed to file these permits myself for roughly $100. When I questioned Kayak about this and challenged the charge, I received no reasonable justification. This misrepresentation of legal requirements was my tipping point and led me to initiate *************** the time of cancellation:No pool had been ************ excavation had taken ******** work had started at my property.Kayak responded that no refund would be issued, citing a "damages clause" in the contract stating they could retain all monies paid or 15% of the total contract whichever is greater even if no services or goods were delivered. They have also provided no documentation confirming actual manufacturing of the pool began, nor that it was customized or non-resalable. I attempted to resolve this directly through multiple emails, pointing out:The pool is a standard 16x24 unit with no custom elements.There was a 10-month gap between contract signing and when Kayak said the pool was ordered.The permit charge they attempted to pass onto me was unnecessary and misleading.Instead of resolving the issue, Kayak offered to hold my $10,000+ as credit toward a future purchase, which I do not accept.

  Business Response

  Date: 05/21/2025

  On July 3, 2024, Mr. ****** entered into a contract with Kayak Pools Midwest for the purchase and future installation of a 16'x24' Kayak pool. At the time of contracting, Mr. ****** elected to participate in our layaway program and requested that installation be postponed until the spring of 2025. Accordingly, his project remained in our layaway queue from July 5, 2024 through early March 2025.
  In March 2025, Mr. ****** contacted us to initiate the installation process. At that time, he was connected with our affiliated financing partners, through which he accepted and secured full loan funding for the pool purchase.
  In April and May 2025, our permitting department informed Mr. ****** that his municipality, requires an Improvement Location Permit (***) to be filed by the licensed contractor, not the homeowner with the City of ************. This is a legal requirement of the city. As with all projects involving permit filings, Kayak Pools charges a standard administrative fee to cover our time and submission responsibilities. However, in Mr. ******* case, we made an exception and offered to waive our fee entirely and additionally cover all City of Indianapolis permit fees on his behalf at no cost to him.
  Mr. ****** expressed skepticism regarding this process and chose to independently investigate the *** requirements. He advised our team he would follow up after looking into the matter. The next correspondence we received from him was a written request to cancel his order.
  As Mr. ****** is well outside the legally required rescission period, and given that his pool had already moved into the order and manufacturing process, his cancellation is subject to the terms of the signed agreement. Per the Damages section of the contract, cancellations at this stage result in the forfeiture of all monies on file or a 15% fee of the total pool cost, whichever is greater.
  We provided Mr. ****** with a copy of his signed contract, his completed installation checklist, as documentation that his pool had been formally ordered. All Kayak pools are custom-built to order and cannot be returned or resold, which is clearly outlined in our agreement.
  We respectfully maintain that Mr. ******* cancellation does not fall under any category that would legally permit a refund, nor have any laws or permit procedures been misrepresented to him. We have attached   the signed contract, pool purchase order, and installation checklist.
  We remain committed to honoring our contractual obligations and to working in good faith. However, at this time, no refund will be issued.

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thank you for your response. I appreciate your willingness to explain your position, but several points made here require clarification and correction.
  

  
  1. Contract & Delay Acknowledgement
  
  Its true that I entered the agreement on July 3, 2024, and requested to delay installation while securing funding. However, this delay was communicated clearly and mutually acknowledged. My cancellation came prior to any work being done, no product being delivered, and no excavation, electrical, or permitting having occurred. My dispute has never been about the timing its about the complete lack of services rendered for a payment of over $10,000.
  
  
  2. Financing Partner Relationship
  
  Kayak claims I used their financing partner, *************, which is true but I independently initiated and managed that process. Kayak did not apply on my behalf or control the loan funding. Therefore, the clause in the contract stating cancellation penalties apply when Kayak secures financing should not be triggered. I selected a recommended lender, not a company-managed or company-procured financing service.
  
  
  3. Permit Filing & Misrepresentation
  
  This is the core of the dispute. I was told by Kayak that the City of Indianapolis required the permit to be filed by a licensed contractor, and that I would be charged a $2,000 permit allowance. However, after contacting my local permit office directly, I was told I could file for the permit myself as the property owner for under $100. Kayak later reversed course and claimed they would cover the cost but only after I challenged the original charge.
  
  Whether intentional or not, this was a misrepresentation. I was never given accurate or transparent information upfront, and it forced me to question the overall integrity of the transaction. This misstep is what led me to cancel.

  
  4. Pool in Manufacturing and Customization Claim
  
  Kayak states my pool had entered production and could not be canceled. However:
  
  The installation checklist, dated April 17, 2025, says explicitly: This form must be signed and returned before we are able to proceed with your pool.
  That indicates manufacturing had not started prior to that date.
  No documents have been provided showing the date the order was released to production, proof of fabrication, or why this pool is considered non-resellable.
  
  My order was for a standard 16x24 Kayak pool not a custom size, shape, or configuration. Unless Kayak can prove otherwise, this is not sufficient justification to retain my full payment.
  
  
  Summary
  
  I paid over $10,000 for a pool I never received, services that were never rendered, and work that never began. I was misled about permit responsibilities, misinformed about cancellation flexibility, and am now being told my only option is to apply that money toward a future pool which I no longer want.
  
  
  I am respectfully requesting a full refund of the amount paid. *** also filed complaints with the ************************ and initiated a chargeback request with my financial institution.
  
  
  Thank you for your time and review.
  
  
  Sincerely,
  ***** ******
  
  
  
  Regards,
  
  *********** ******

  
  

  Business Response

  Date: 05/27/2025

  Kayak Pools Midwest entered into a signed agreement with the customer on 07/03/2024. As clearly outlined in the contract, a cancellation after the three-day Right of Rescission (***) period is subject to a cancellation fee regardless of whether physical work has commenced. This clause is standard and in place to cover administrative costs, labor, planning, and product preparation, all of which are incurred once a customer enters our installation pipeline.
  In this case, the customer chose to cancel well beyond the *** window. While we understand their position, the cancellation fee applies as contractually agreed upon at the time of signing. There is no provision in the contract that ties the fee to whether work has started; it simply acknowledges that costs are incurred immediately after contract execution.
  Regarding the permit concerns, there was no misrepresentation. We informed the customer that their municipality requires a specific permit (an ILP Improvement Location Permit) to be filed by the contractor not the homeowner. This is a legal requirement specific to their jurisdiction. We also explained our standard permitting fee, which covers time and labor involved in managing the permit process. However, in an effort to alleviate the customer's concerns and demonstrate goodwill, we offered to waive this fee entirely meaning the permitting process would be handled at no cost to the customer.
  To summarize:
  The cancellation is occurring after the allowable rescission period.
  The signed agreement clearly outlines that a cancellation fee will apply in this scenario.
  There was no misrepresentation of any requirements; all communication was transparent, and we even offered additional accommodations.
  We regret that the customer has chosen not to move forward, but we must stand by the terms of the contract as mutually agreed upon. No refund will be issued, and the applicable cancellation fee remains in effect.

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I appreciate Kayak Pools Midwest taking time to respond, but unfortunately, they continue to mischaracterize the nature of my complaint and ignore the core issue: I paid over $10,000 for a product and service that was never delivered, and Kayak is refusing to return a single dollar not even a partial refund despite:
  No pool being delivered
  No excavation, electrical, or installation occurring
  No materials arriving at my property
  No permits filed or paid for

  
  About the Cancellation Fee Clause
  Kayak argues that the cancellation clause applies regardless of whether physical work has commenced, citing administrative work and planning as justification. However:
  These are standard costs of doing business and do not warrant the forfeiture of $10,000+.
  They have still not demonstrated what actual costs were incurred on my behalf.
  A clause that allows a business to keep 100% of a customers payment while providing 0% of the service is not just unreasonable it borders on an unenforceable penalty, especially under consumer protection laws.

  
  About the Custom Pool Claim
  Kayak continues to describe my pool as custom, yet:
  It was a standard 16x24 pool, commonly advertised on their site.
  No add-ons or site-specific modifications were finalized.
  They have provided no documentation proving that the pool was fabricated or rendered unusable for other customers.
  If the pool cannot be resold, they should provide proof otherwise, the custom claim is unsubstantiated.

  
  About the Permit Misrepresentation
  Kayak now states that there was no misrepresentationregarding permits, claiming that my city requires the contractor to file the **** However:
  I spoke directly to the City of ************************** and the Town of Speedway (my jurisdiction), who confirmed and ILP is not required. Documentation was attached in initial file. Reference RE: Pool Permit
  If Kayak has legal documentation to the contrary, they should provide it. To date, they have not.
  Furthermore, the so-called "gesture of goodwill"to waive the $2,000 fee came only after I raised concerns and began canceling. That is not transparency it's damage control.

  
  About the Financing Clause
  Kayak claims that my cancellation is subject to a strict damages clause because financing was secured through their partner. This is misleading.
  
  While they did refer me to ************** I independently applied for and secured the loan.
  Kayak did not fill out, submit, or manage the application process nor did they have any control over funding.
  Therefore, under the wording of the contract, Kayak did not procurefinancing on my behalf.
  
  This distinction matters, because their cited cancellation penalty relies on that exact trigger. They are selectively applying the terms of the contract without acknowledging the actual financing process I undertook.

  
  In Closing
  I respectfully maintain that:
  *********** were rendered.
  No product was delivered.
  The cancellation fee being enforced is excessive and predatory.
  Misleading statements about permit law factored into my cancellation decision.
  
  Although Kayak offered unprofessional threats to deter me from doing so, I have filed a complaint with the ************************ and initiated a chargeback through my bank. I sincerely hope this helps other potential customers avoid a similar situation.
  
  Resolution Requested: Full refund of all funds paid.
  

   
  Regards,
  
  *********** ******

  
  

  Business Response

  Date: 06/03/2025

  Mr. ****** entered into a signed agreement with Kayak Pools Midwest on July 3, 2024, for the purchase and future installation of a 16'x24' above-ground pool. At the time of sale, he opted into our layaway program and requested that installation be postponed until spring 2025. His file remained in layaway status from July 5, 2024, until he re-engaged with us in early March 2025 to begin the installation process.
  Following that request, we assisted Mr. ****** in securing financing through one of our lending partners. He was fully approved and funded for the total cost of his pool purchase. Once that funding was in place, we moved forward with next steps and began preparations to submit his order to our manufacturer.
  As part of that preparation, our permitting team reviewed local requirements and informed Mr. ****** that the City of Indianapolis mandates an Improvement Location Permit (ILP) for his pool installation. Per city ordinance, this type of permit must be submitted by the licensed contractorhomeowners are not allowed to file for it directly. Kayak Pools normally charges a standard administrative fee for preparing and managing permit applications. However, in an effort to be flexible and reduce out-of-pocket expenses for Mr. ******* we waived this fee in full and also committed to covering all required city permit costs on his behalf.
  Rather than accepting this no-cost solution, Mr. ****** indicated he would research the permit requirements on his own. The next contact we received from him was a written cancellation request.
  At the time of cancellation, Mr. ****** had already passed the legally mandated 3-day right of rescission period. Additionally, his order had entered the production queue. Because all Kayak pools are custom-built to order and cannot be returned or resold, our contract includes a damages clause to address cancellations at this stage. As stated in the agreement, cancellations after rescission are subject to a 15% fee or forfeiture of all funds paid, whichever is greater. These terms were clearly presented and acknowledged at the time of sale.
  We have since provided Mr. ****** with all relevant documentation, including his signed agreement, his installation checklist, and confirmation of the pool's manufacturing order. Nothing about the permitting requirements was misrepresented. In fact, we took steps to eliminate all related costs as a gesture of good faith.
  We understand his decision to cancel, but we must enforce the contractual obligations in place. Therefore, no refund will be issued, and the cancellation terms remain in effect.

• Initial Complaint

  Date:04/25/2025

  Type:Sales and Advertising 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 our pool install in late July 2024. The pool installation was a nightmare. They cracked 2 filters when putting in the pool so they had to come out 2 times to fix. Then the return was leaking so he came out several times but never fixed it. it's still leaking and I'm having to fix it myself since they won't respond to my emails now. They pressure you to sign papers when things have not been fixed and tell you they will come out. I just asked the to send the part to me, its $10 and they refused. now they won't respond to my emails. This company is terrible.

  Business Response

  Date: 04/25/2025

  Kayak Pools was notified of a possible pool leak after installation, we promptly went back out to the installation site and replaced the suspected damaged parts at no cost to the customer. Upon leaving after that service was completed, there was no remaining leak or pool issue. The customer contacted us again the next month informing us of another possible leak in the same spot, we again went out at no cost and replaced all parts in proximity, upon leaving there was no leak and all repairs were successful. It was at this second visit that the technician deemed the cause of the leaks to be from poor maintenance or misuse of the pool parts. I have attached a signed form by the customer stating that upon completion of the second service, all repairs were successful and there was no remaining leak. 

  The customer reached back out at the end of 2024 to inform us that the same parts that had twice been fully, successfully repaired were leaking again. When we attempted to schedule another technician to return to repair the leaks, the customer informed us that she had already closed her pool and asked we come out spring of 2025. When we reached out this year to schedule her service, we informed her that after multiple successful repairs, and the damage being deemed unrelated to the installation, there would be a standard service fee attached, as with any other routine service call. Since that time we have made several attempts to call the customer to address her concerns and have not received any communication back. 

• Initial Complaint

  Date:11/05/2024

  Type:Customer Service 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.

  Pool was installed June 2024. Installer took it upon himself to do a part of the job that he wasnt supposed to do (back filling the dirt around the pool). This led to failed inspection by the village, spillage of dirt in the pool and damage to the other side of the yard grass that is now no longer existent because he decided to spread the dirt over the area. Also the vinyl on the 5ft side of the pool was put in where it isnt smooth thus not being able to clean that side of the pool wall. I reached out to their customer service via email and phone messages but got one voicemail reply to speak and when called back, never another response. The last $1000 is due but they have yet to quality install the pool but are threatening me with email to collections but cant send an email to address the failed customer service.

  Business Response

  Date: 11/18/2024

  Our installer had mistakenly done the backfill on this pool, but it was quickly corrected as he went back to the customers home August 22nd of 2024 to remove the backfill. After that their bonding inspection had passed and there was no further work from Kayak that needed to be done. At that time the customer was invoiced for her final payment as her pool had been completed on our side, our *************************** has been in contact with Mrs. ***** to address any concerns and have rectified the situation. 

• Initial Complaint

  Date:06/19/2024

  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 have been in contact for a pool from Kayak Midwest. The saleman took items off of our pool without our permission. The financial lady sent us to install before we even knew the final price and what it all included. Due to lack of communication and not taking our calls, I chose to cancel the pool. ***************, personally called me on Saturday at 1:30pm on the 15th of June to state that he was unhappy with how we had been handled. Let us know our sales guy was terminated and that he would be happy to deal with us from now on in getting everything canceled. I have since then have gotten emails that state that they will not be canceling our pool and we owe them 25% of the price when we never even had a final price. Of course, now that the email continue to come in, ***************, who stated he would personally handle our cancellation has not been in contact with us since Monday when he stated that he would make sure it is all canceled by COB Monday the 17th. We have an email from *************************** that they were in the process of cancelling everything out. Then we get another email from ********************************* that it won't be canceled, even though they moved us to install without a final price. We are not working with another pool company who is local and hasn't hidden any costs from us. Our lender knows that. We have not paid any monies to Kayak and ask to never be contacted again. Our next step is our lawyer if this continues.

  Business Response

  Date: 06/26/2024

  When the customer requested to cancel their pool order, it was after they had already been funded via our lender. Our finance staff here in the office procured their funds and they used our contract and contacts to secure the loan. The funds must be returned to the lender if canceling the order, which is why *** informed her that we would cancel out the order and refund the down payment. After speaking with ***, the customer informed us that she in fact was not going to be returning the funds to the lender and would instead be using our funds to purchase a different pool through a different company, which is fraud. We addressed this with the customer and she put a stop payment on her down payment. The funds were returned to her in full and as it stands now, per her contract, she does still owe us the 15% cancelation fee as she is past her 3 day right of recession. We have decided not to pursue the cancelation fee in an attempt to resolve things amicably with the customer and we have canceled the pool order our per the customer's request and they have been notified.

  Customer Answer

  Date: 06/26/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:05/31/2024

  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.

  Purchased in March 2021 but they did not install until over a year later (June 2022) due to Covid, supposedly. Between the pool, permits, and electrical work I paid around $40,000 for a 16x32 pool with no deep end.During install, the codes inspector had concerns about the lack of concrete piers. Even though the installers brought 20+ bags of concrete, they didnt use them during setup. They only used small concrete pavers under the supports for the deck. Several of these deck supports were not carrying weight (swinging freely) after completion.I was told to stay out of the pool for a week or two after it was filled, which we did. During the end of the first summer I noticed some lumps on the pool floor, but thats to be expected with a sand base - I know it wont be perfectly flat.The next summer (2023), we stared seeing multiple 2-3 deep divots all over the bottom of the pool. Some look exactly like footprints. There are dozens of these deep pockets all over the bottom of the pool. When I asked what might have caused this, my local pool company said that the sand was not compacted correctly.I brought this to Kayak Midwests attention in the fall of 2023 and was met with a repair estimate of $5000 and a myriad of excuses. Its moles digging under the pool. Why are there only holes under my pool and not the rest of the yard? Its eroding because of grading. Where is the sand going then? They responded to every question with an excuse.I asked Kayak to guarantee that they could correct the installation and resolve the issue, but they have stopped responding completely. Now its time to open the pool with divots all over the bottom that I cant get clean.I cannot believe after spending $40,000 on the most durable, long-lasting, low-maintenance swimming pool, that they want another $5000 to fix the faulty installation performed by their contractors. I regret ever dealing with them.

  Business Response

  Date: 06/12/2024

  Since our pools are a sand bottom divots can occur, especially if kids are jumping into the pool and their heels hit the bottom of the pool, etc. Usually, divots would appear within the first few weeks/months of pool use. It is odd that you went a few months using the pool that first season and didn't begin to see more divots until the following summer. This is what is leading us to believe it could be moles, crawdads, etc. underneath the liner. We do understand your frustration in purchasing a pool and having issues soon after and we do want to do everything we can to remedy that. This is the heat of our season and our teams are all fully booked for the next several weeks. We have 2 options to present:

  1. We can find another local pool company/repair company with more availability and send them out to evaluate and if discovered to be a default in workmanship we will pay them to make the necessary repairs, but if not found to be due to a faulty installation we would not cover the repairs.

  2. We can issue a reimbursement of $2,000 for you to have this looked into/repaired independently if you have someone you'd prefer to use and wish to have the funds to resolve the issue as you wish and not have our involvement in the investigation of the issues, etc. 

• Initial Complaint

  Date:04/25/2024

  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.

  Pool is leaking, complained last year and they sent someone out who only walked around the pool and asked some questions of why we thought there was a leak because we have to add water every to every other day, which he said was normal evaporation. We open the pool after winter and have to have water delivered because there is only 8 inches of water left in the inground pool. Now kayak Midwest states its not their problem because they only cover the first year. Looking at their website, it states there is a 30 year warranty with nothing mentioned about them only covering the first year. We call corporate to get their support and they dont even have record of our purchase.

  Business Response

  Date: 04/30/2024

  ****************************, when American Leak Detection came out last year they had determined that there was no leak/rip in your liner at that time, it is quite possible for an issue to have occurred in the timeframe after that visit. As long as your warranty cards have been submitted by you after installation, your warranty is valid through the manufacturer. Please let us know if you have any further questions or issues as far as getting in touch with them to make a claim on your liner.