ComplaintsforClearwater Fiberglass Pools & Spas, Inc.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We put a down payment of $7,400 in cash on a pool on September 21, 2021. In Janaury of 2023 we decided that we no longer wanted the pool and asked for our deposit back. They sent us the contract to sign for the pool we didn't sign it and instead requested a refund. They refunded us $3,000 on 3/23/23 and $1,500 on 10/20/23. Each time saying we would get the remaining deposit within 30 days. It is now 2/27/24 and they still have not refunded us the $2,900 remaining on our deposit. I have tried contacting them weekly since October 2023 and have received no response. I tried calling their office and the phone number has been changed. Coincidently the new number is not listed and their website no longer active.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Contracted Clearwater for pool install in 2021 and paid downpayment. Pool install started February 2023. We've had to text and call the project manager ******** constantly to keep production going. After a lengthy ordeal, pool finally completed March 2023 with final payment made March 23rd. When ****** came out to officially open the pool and show us how to maintain it, we told him we did not receive the pool cover. He told us it would be ordered and ready for when it was time to close the pool. We text ****** September 13th about the cover. He said all the covers have been ordered and should be in by end of September. On October 3rd, we text ****** again. He said there is nothing more that can be done. The covers were ordered and everyone in pecking order. The cover should have been ordered when our pool was completed and delivered to us. We did not say to wait. The final payment was made to them that included the cost of the cover. They wait and order all the covers for all the pools they installed for the year and then make you wait longer for them. I can see from other complaints that this isn't the first time they've done this to customers. Why are they holding our money for the cover instead of ordering when the final payment was made? The cover also has to have them come out and have gromets installed to attach it to the concrete. We told ****** a complaint was going to be filed with BBB. He didn't care. He acts like it's no big deal. We're just asking for what we've paid for and promised. We definitely do not recommend Clearwater Pools.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am requesting a refund in the amount of $10,070.03 for the incomplete pool installation at my residence. The following items have not been finished....installation of saltwater system, gas heater, filter, pool cover, pool vacuum and hauling away dirt from construction. Date of last transaction 3/2023 Date of last work done on pool 7/2023

  Customer response

  11/13/2023

  Good morning!
  
  Clearwater has reached out to me directly and the issue has been resolved. 
  
  Thanks. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted w/Clearwater Fiberglass pools in April 21 to begin work on my pool in April 22. The work did not begin until Aug 22. I was quoted $50,505.00. As stated, they began digging 8/22. About 1 hour after they began digging, a huge hole in my backyard, they advised me that my price was increased by an additional $6,087.12. Being between a rock and a hard place, as I'd now had a hole in my backyard, I accepted the increase (my budget for additional concrete). Now, it is Jan 2023, my pool has still not been finished, has not passed inspection for the pool or electricity, I have no cover (I've already paid for it, and the pool is about to cause flooding), 5 months of gunk, parts of the pool have still not arrived, an unlevel backyard, and the contact (****** *********) will not return any of my calls, emails, or text messages.

  Business response

  02/01/2023

  The company stated that the customer's pool cover will be delivered shortly, as soon as they receive it from the manufacturer.  The company indicated that it will be reaching out to the customer in an effort to address any outstanding concers.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contracted Clearwater to install a Fiberglass pool at our Home in April 2020 and signed an agreement outlining the initial deposit which was made, and a second payment upon placing the Pool in the Ground with the finish date in summer 2020. While installing the pool the shell got damaged but they promised us it would be fixed next day and we paid them the second installment. Clearwater has been sending contractors out for 2 years now to fix the finish on the cracked shell and it has still not been done properly, in fact it looks worse now than when the job was started. The job and installation has never been finished and they stopped responding to our calls.

  Business response

  06/12/2023

  When the pool was initially delivered and the damage occurred, the customer was given the option to either move forward with having the pool installed and then repaired under warranty; or wait a few months for a new pool to be manufactured.  The customer chose to have the pool installed and then repaired under the warranty through the manufacturer (Viking)  The pool is structurally sound and has been in-use since 2020.  The customer's issue is only cosmetic, which can be repaired by the manufacturer.  The company has made every reasonable effort to satisfy the customer. 

  Customer response

  06/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: Clearwater has made no effort on repairing the pool shell even with VIKING reaching out to them to try and repair it.
  
  Sincerely,
  
  ***** *********

  Customer response

  07/07/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

  Regards,

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

  Customer response

  07/31/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:
  
  In reference to complaint ID .********, l agree to participate in BBB Arbitration.

  Sincerely,

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

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with Clearwater Fiberglass Pools and Spas on July 19th 2022 to have an inground fiberglass pool installed. Most of the work has been completed except for the installation of my safety cover. As you can see from the invoice this is a $2700 purchase I have already payed more than 1/2 for. As you can see from the text exchange on Sep 26 I requested this cover to be ordered and installed as part of my pool closing on the week of October 10th. I was told it could take 2 weeks to come in and as you can see I ordered it within that time frame. They agreed to close my pool on October 14th. However, they did not install my pool cover. As you can see I have reached out many times with the only response coming Nov 9th that they would reach out to vendor about the cover. I have heard nothing since then despite numerous calls and texts to them. As you can also see from the contract, the "seller agrees to diligently construct the pool" but yet they are not diligently doing anything right now other than ignoring me. My attorney recommended I try to mitigate this through BBB before escalating to KY Attorney General and small claims court for breach of contract. Thanks in advance for your assistance in getting this company to finish the job that should already have been done.

  Business response

  12/06/2022

  We Clearwater Pools have conveyed all delays with cover installation as we can do nothing more than wait until it arrives as Mr ****** stated we have been in contact and have closed and winterized the pool (10-14-22) to ensure no damage to equipment and pool also by his own omission we then spoke again a few weeks later on the 9th of November and reiterated the same delay and apologized but also explained we would clean pool and add more chemicals to it before putting cover on. With all that being said we have explained the process and delay and apologized numerous times.

   

   

   

  Customer response

  12/08/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. [This has given absolutely no clarity. As they mentioned yes they responded on Nov 9 that they would check with the vendor and let me know. That was a month ago and still no update on estimated timeline. Even in this response they provide no further clarity on what the vendor has told them for timeline. What I was told at pool school was 2 weeks on a cover which is why I requested it on Monday September 26th. I would like the supplier to provide documentation the order has been placed and documentation from the vendor showing estimated arrival time since it has been 9.5 weeks since I made my request.] Regards, **** ******

  Business response

  02/01/2023

  The company stated the customer's issue has been resolved.

• Initial Complaint

  07/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  $4500 was paid to the business for deposit on a pool. Full refund was placed on our receipt. Requested refund on our deposit. Business owner refuses to respond to email, text, phone calls. Unable to get my refund back.

  Business response

  07/19/2021

  It was settled and refunded last week. Her husband came over to pick up the check.

  Customer response

  07/19/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********** *******
  
  

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*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. ↩