ComplaintsforCarroll County Swimming Pools, Inc.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In August of 2021 we signed a agreement with Carroll County Pools to have a pool completed by November 2021, as of today they have not finished the pool. I have paid about $52,000 to a company that w*** no longer return my calls. The project started with promises of having a pool by November and ready to swim in the summer. The hole was dug within 2 weeks which was great, and the first payment was made. Then I didn't hear from Bob R*** for about 2 months and he wouldn't return my calls. All the piping and the pool was placed and filled with water at the end of November. That was the last I heard from Carroll County Pools, after numerous attempts, until April. The electric and pump was installed by the electrician (who said he hadn't talked to Bob R***) because he knew it wasn't done. Carroll County Pools will not return calls or pick up the phone if they see my number on the caller ID. As of today I have no rebar or concrete around the pool so it can not be used. Bob R*** also decided to do peoples taxes instead of finishing our pool so it continues to sit unusable. I went to Carroll County Pools for answers and got brushed off, just the mention of Bob and employees avoided all questions and tried to get me out of the store. On June 9th I was in Carroll County Pools and was told they would be out to do the rebar on June 13th. On June 13th two people came to the house, looked at the pool for 2 minutes then left never to return, and not saying anything to my wife who waited for them to come for the rebar. As of today Carroll County Pools owes me a summer of swimming, 4 kids birthday parties, new pool water, piping, and about $50,000. This is the worst customer service I have ever seen and they don't care at all. The permit department was called do to the incomplete inspection, but that doesn't seem to affect Carroll County Pools. No one should ever use this company, they are the worst company in the state and maybe the nation.

  Business response

  07/01/2022

  Business Response /* (1000, 7, 2022/06/24) */ The pool was started late in 2021 and we were unable to complete it due to the winter weather. You cannot pour concrete in cold weather. The electrician has been out to complete his work, rebar has been placed around the pool and the concrete man is scheduled to frame the pool and put down stones next week. After that, we need to have a bonding inspection done and then we will be ready to pour the concrete walkway around the pool. Once that is done, we will go out and clean the pool and get it ready for use by the customer.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paid them half the cost for a liner replacement last year, they cut the old liner out before checking the new one only to discover it was the wrong size or shape and needed re-ordering. Between this and weather they never had time to come back out and never even came back out to close the pool and blow out the lines as I had scheduled them to in the fall. It's not spring and I've been calling almost daily for an update on when they may be out to finish the job but no one ever answers the phone. The pump they left here to keep water out of the bottom of the pool; using my electricity and cord that was left out in the snow all winter, has since died as it continues to short whatever circuit I plug it into and now the pool has deteriorated to a worse state where the bottom will need to be re-packed and shaped. Since no one ever answers the phone, I haven't been able to inform the, so they could bring out a new pump to avoid this mess which will cost me more to have another company finish on top of the half I already paid upfront for them to do the job. If they are willing to finish the job I shouldn't accrue any more cost from their mistakes and if they don't, I deserve a refund of my original pay,net plus damages to make up for the cost difference of having another company fix their mistakes.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/05/12) */ I have read the complaint and will discuss the problem with the service techs. Once I get more info, someone from our office will contact the homeowner with a plan for completion. Consumer Response /* (3000, 13, 2022/06/09) */ It has now been three weeks since the business replied to the BBB with their plan, though I have yet to be contacted by the business which was to move forward. I've called the phone numbers on their website and ****** map listing multiple times only to still get no answer. Business Response /* (1000, 20, 2022/06/22) */ I will be contacting the original installers about this issue. Seems to be a spring head under the pool that needs diverting. They should be able to give us some options to fix it. Consumer Response /* (3000, 13, 2022/06/09) */ It has now been three weeks since the business replied to the BBB with their plan, though I have yet to be contacted by the business which was to move forward. I've called the phone numbers on their website and ****** map listing multiple times only to still get no answer. Business Response /* (1000, 20, 2022/06/22) */ I will be contacting the original installers about this issue. Seems to be a spring head under the pool that needs diverting. They should be able to give us some options to fix it. Consumer Response /* (3000, 27, 2022/07/06) */ ***Document Attached*** This sounds like a blatant lie to me. The bottom of the pit is still flooded and no one has drained it or even been here to inspect it meaning this issue would have been known long ago yet was only brought up just now with the most recent complaint. Also attached is a note from a list of details about the property the original owner left us to help get us acclimated to the property stating Carroll County Pools was the original installer. I'm sure if read the same from the installation paperwork which is what caused me to choose them for the liner installation in the first place and if I dig through the stack of property receipts and paperwork they left to us I'm sure I could find this original paperwork. So I'm not sure how they've been attempting to contact the original installers for options when they're the original installers. Business Response /* (4000, 30, 2022/07/12) */ We have made several attempts to contact Mr. ****** this past month but never got a response back. I will have my service technician call him again. Consumer Response /* (4200, 32, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'd like to know what phone number they're calling. Attached are screenshots showing the number listed in their ****** business profile as well as the number listed on their website. I've also attached a video of my call history showing no missed calls from either number. I end the video at the first appearance of either number at the bottom of the screen which is an outgoing call. One of many which have gone unanswered. Business Response /* (1000, 38, 2022/07/27) */ I have contacted the subcontractors that originally constructed the pool for Carroll County Pools many years ago. They are very busy but will be able to do something for the ******s this summer once work slows done. The problem with the pool is due to spring heads underneath the liner which is not a normal issue. Our store phone number has changed. 410 - 848 - 1596.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Signed contract With Carroll County Pools on August 31, 2021 the approximate completion date was November 2021. The pool got started on November 24, 2021. On December 17, 2021 the concrete was poured and a wheelbarrow load of concrete was accidentally dumped in the pool. I text Bob R*** the owner of Carroll County Pools immediately and sent him a photo of the concrete in the pool. He said once the concrete cured the solution was to run the filter to get the pool cleaned up. While running the filter we noticed a filter pipe leak at the glue fitting. On December 22 I text Bob a photo of the plumbing leak at the glue fitting. On December 30, 2021 the pool was finally closed and the lines plugged Colby and Hunter said the pipe leak will be fixed in the spring I also text Bob when the safety cover would be in. I emailed Carroll County Pools a list of things that had to be completed with the pool with photos of all the problems we were experiencing. I also asked if the safety cover had come in yet since it was winter and I wanted the pool covered. To date I have never received the safety cover. However Bob did let me know the cover was sitting in their warehouse. On February 3 after the snow had melted I noticed a 9' crack in the concrete. March 3 I emailed Carroll County Pools all of these concerns with photos. I got a call from Hunter to schedule a time for them to get the stones out of the pool. 3/22/22. They didn't come. I text Bob and Colby called to schedule another time 3/29/22 to come out. They arrived at 3:30 hooked up the vacuum and got some stones out of the pool. They also installed the hand rails and ladder. Made another appointment to open the pool April 26. They came at 1:30. I reminded them of the plumbing leak that needed to be fixed before the filter could be turned on and the filter grids needed to be replaced They said they needed Bobs approval and left. I have tried calling, texting and also sent another email. I have heard nothing. Please help!

  Business response

  05/02/2022

  Business Response /* (1000, 6, 2022/05/02) */ This is in response to the complaint from *************** #********. I spoke to her this afternoon and have been able to resolves the issues. The service techs will be going to her house tomorrow to start working on some of her concerns. They will go out again next week to finish cleaning the pool. Her safety cover (winter cover) will be installed in June. She and I discussed the issues and time frame to get everything done. Bob R*** Consumer Response /* (3000, 8, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bob and I discussed the complaint. The service techs came Saturday evening and only resolved 2 out of the 9 issues. This complaint will remain open until all issues have been resolved.

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