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:06/13/2024

  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.

  Company closed pool and did not seal off all that was required to winterize the pool. Company opened pool and did not put in plugs to prevent water from leaking. Left me for days without a person to address the problem. Finally when they found the issue five days later I had filled pool multiple times and lost all the water in my years and wasted several hours with of water. Now filter is leaking and I have no idea how much other damage was done to pool since it was not closed or opened correctly. Tried to make arrangements with owner. He refuses to do anything.

  

  Business Response

  Date: 06/14/2024

  This customer hired us to open her pool.  We have been in business for 30 years.  We are listed as one of the top 50 service companies in the ****  We open and close over ***** pools a year.  This customer ********************* that we closed her pool improperly and caused her filter and system to freeze and be damaged.  She stated that she is hiring an inspection firm and sending us a bill.  I told her that I would be happy to meet with anyone she wanted to get a second opinion with, but would not be paying them any fee to do so.  I ****** searched, and invite you to do the same "freeze damage pool filter" and see what picture comes up.  The picture that was my first picture is attached.  All other photos are very similar.  This customer has a drip coming from the bottom of her filter, but as I told her, I will be happy to meet with any inspector that tells her that this is poor winterization.  This lady needs a new filter.  Furthermore, her valves need to be turned with pliers in order to open and close them.  Her canister lid is held shut with a rock.  Zero pool companies would know that they need to use a rock (that she does have poolside within a couple feet of this canister) to close her lid so that her system runs properly.  Feel free to call our office, we do record our conversations and I will be happy to share this woman yelling at our assistant service director for over 5 minutes.  Have this customer give you a picture of her pool valves, her filter leak, the rock on top of her canister lid and then we will be happy to have this issue mediated by the BBB.  The fact is that we put what we are going to do in our opening on our website.  We did a free cleaning for this customer and we offer as many cleanings as a customer wants at an additional cost.  We will not work for this customer any more however.  She records our staff members and asks them questions hoping for a "gotcha" moment.  Well, she is gonna have to gotcha nother pool company because we refuse to work with her anymore.  In closing, I will say that I teach classes on pool openings and closings and have taught thousands of people.  We have done nothing but try to help this customer out and she has been nasty the entire time. I wish her the best with her next pool company and hope that she takes this situation as a learning ****** for how to treat people.

  
  

  Swimcerely,
  

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

  President

  Bi-State Pool & Spa

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

  

  Business Response

  Date: 06/14/2024

  This customer hired us to open her pool.  We have been in business for 30 years.  We are listed as one of the top 50 service companies in the ****  We open and close over ***** pools a year.  This customer ********************* that we closed her pool improperly and caused her filter and system to freeze and be damaged.  She stated that she is hiring an inspection firm and sending us a bill.  I told her that I would be happy to meet with anyone she wanted to get a second opinion with, but would not be paying them any fee to do so.  I ****** searched, and invite you to do the same "freeze damage pool filter" and see what picture comes up.  The picture that was my first picture is attached.  All other photos are very similar.  This customer has a drip coming from the bottom of her filter, but as I told her, I will be happy to meet with any inspector that tells her that this is poor winterization.  This lady needs a new filter.  Furthermore, her valves need to be turned with pliers in order to open and close them.  Her canister lid is held shut with a rock.  Zero pool companies would know that they need to use a rock (that she does have poolside within a couple feet of this canister) to close her lid so that her system runs properly.  Feel free to call our office, we do record our conversations and I will be happy to share this woman yelling at our assistant service director for over 5 minutes.  Have this customer give you a picture of her pool valves, her filter leak, the rock on top of her canister lid and then we will be happy to have this issue mediated by the BBB.  The fact is that we put what we are going to do in our opening on our website.  We did a free cleaning for this customer and we offer as many cleanings as a customer wants at an additional cost.  We will not work for this customer any more however.  She records our staff members and asks them questions hoping for a "gotcha" moment.  Well, she is gonna have to gotcha nother pool company because we refuse to work with her anymore.  In closing, I will say that I teach classes on pool openings and closings and have taught thousands of people.  We have done nothing but try to help this customer out and she has been nasty the entire time. I wish her the best with her next pool company and hope that she takes this situation as a learning ****** for how to treat people.

  
  

  Swimcerely,
  

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

  President

  Bi-State Pool & Spa

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

  

  Business Response

  Date: 06/17/2024

  I have responded to this complaint on the BBB website, I also included the attached picture, but the website stated that the picture was not of the correct size and restarted the response, so I am responding here and asking that you send back confirmation that you received the response:

  
  

  This customer hired us to open her pool.  We have been in business for 30 years.  We are listed as one of the top 50 service companies in the ****  We open and close over ***** pools a year.  This customer ********************* that we closed her pool improperly and caused her filter and system to freeze and be damaged.  She stated that she is hiring an inspection firm and sending us a bill.  I told her that I would be happy to meet with anyone she wanted to get a second opinion with, but would not be paying them any fee to do so.  I ****** searched, and invite you to do the same "freeze damage pool filter" and see what picture comes up.  The picture that was my first picture is attached.  All other photos are very similar.  This customer has a drip coming from the bottom of her filter, but as I told her, I will be happy to meet with any inspector that tells her that this is poor winterization.  This lady needs a new filter.  Furthermore, her valves need to be turned with pliers in order to open and close them.  Her canister lid is held shut with a rock.  Zero pool companies would know that they need to use a rock (that she does have poolside within a couple feet of this canister) to close her lid so that her system runs properly.  Feel free to call our office, we do record our conversations and I will be happy to share this woman yelling at our assistant service director for over 5 minutes.  Have this customer give you a picture of her pool valves, her filter leak, the rock on top of her canister lid and then we will be happy to have this issue mediated by the BBB.  The fact is that we put what we are going to do in our opening on our website.  We did a free cleaning for this customer and we offer as many cleanings as a customer wants at an additional cost.  We will not work for this customer any more however.  She records our staff members and asks them questions hoping for a "gotcha" moment.  Well, she is gonna have to gotcha nother pool company because we refuse to work with her anymore.  In closing, I will say that I teach classes on pool openings and closings and have taught thousands of people.  We have done nothing but try to help this customer out and she has been nasty the entire time. I wish her the best with her next pool company and hope that she takes this situation as a learning ****** for how to treat people.

• Initial Complaint

  Date:09/05/2023

  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.

  I have an In ground pool that was leaking and paid over **** dollars for a new liner to be installed. The pool is still leaking after they installed the new liner.  I have been trying to get this resolved but every time I call I am transferred to another department.  This needs to be resolved immediately.

  

  Business Response

  Date: 09/05/2023

  We put a liner into this customers pool on July 14.  We did not know that there was a leak until customer called on August 23 and an August 28 we responded finding where our technicians found a plug to not be installed.  We installed plug and thought that this had fixed the issue.  Customer called 4 days later (September 1) and we were out at his pool today (September **** Labor Day we did not work) to clear his pool so that we could re-diagnose and fix the issue tomorrow.  While I hate that a new liner is leaking, I hope that the customer is not stating that we have not been responsive and he is always welcome to call me, the president of the company as well.  He has only talked to 2 people in our office... *** our renovation director and **** our service director.  I am sorry if he felt like he was shuffled from department to department.  Unfortunately, even though we are one of the largest pool companies in *********, we only have a staff of 8 people in our office.  Most of our staff works in the field.  It is unfortunate that this customer felt that a ******************** report needed to be opened for us to resolve this issue as I can assure him that we have already been working the best we can to resolve the issue.

  Customer Answer

  Date: 09/07/2023

  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:03/16/2023

  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.

  tell you what if you want to be ripped off this company is for you. Bought a house with a pool contingency. ** ***** claimed it was fixed but it wasnt 4 times they claiemd they fixed a leak intead they pumped out th esaturation from under the pool and climed it fixed. Wheen doinng the pressure testt the used a comporessor and air.simply put when you pressure test with air and there is a leak air expands fills thee void mnakes deetection by loss of pressure on a small leak unnoticible on a gauge water though different story . They used air just to claim thgings they good even they arent. This company installed al liner fixed a skimmer the peopel before us spenbt 10k easy t have stuiff donme which nothying was right . They claimed pool was fixed when it wasn't then told tth eowners to turn off the filter so it didnt burn up before we moved in . when reallyt the issue is it leakes faster with th e pump running. Then th eowner comes out to meet with with me says he wouldnt restyretch trh eliner they screwed upo claimed they didnt leave th edrain cover off. Cloaimed they doidin't do teh work not his issues , when they did every bit of it. I was liek I want it doine right you ripped the last peopel thats between tyo0u all i want it fixed awanmt a heater salt system the leak fixed pool right. Tehey rwrote up a quote i agreed then they sent out used equipment, really the owner dumb as he is came here to retyurn a check with a piece claiming he did no work for my wife and i toldf nme to sign, not my house ainty gonna do him a bit of good once3 i get it fixed abnd sue him for the cost. You need a pool company if you liek taking it wityout dinner and kiss use them otherwise stay away if it wasnt a company it woudl be fraud by deception and im just starting with them so tahts my story . Use at your owewn risk. Im also sending complaint to st cjhharles county the sates attorneysa office and the bbb, its that bad may as well ber common thieves.
  
  
  tell you what if you want to be ripped off this company is for you. Bought a house with a pool contingency. ** ***** claimed it was fixed but it wasn’t 4 times they claimed they fixed a leak instead they pumped out the saturation from under the pool and claimed it fixed. When doing the pressure test the used a compressor and air. Simply put when you pressure test with air and there is a leak air expands fills thee void makes detection by loss of pressure on a small leak unnoticeable on a gauge water though different story . They used air just to claim things they did were good even though they aren’t. This company installed a liner in February, claimed they had a tent up and iut was heated. But it snowed every week in February of 2021. And you can’t put a heater to close to a vinyl liner it melts it. So the liner was loose and wrinkled. they were supposed toi fix any walls the walls are rocky. They claimed to fix a skimmer but never checked the main drain, fixed a leak multiple times, and they they did all the work, while claiming they didn’t know. . The people before us spent 10k easy to have stuff done which nothing was right . They claimed pool was fixed when it wasn't then told the owners to turn off the filter so it didn’t burn up before we moved in. When really the issue is it still leaked and it leaks faster when on. Then the owner of ** ***** comes out to meet with with me says he wouldn’t restretch the liner they screwed up, clkaimed it was due to this I issue and this issue and this issue that they didn’t do. But yet they did it all. I was like I want it done right you ripped off the last people that’s between the 2 of you all. I want it fixed and fixed right. I also wanted a heater, salt system, new liner I was done. They wrote up a quote i agreed then they; 1 cut the piping with a sawzaw to the filter instead of taking apart. They pulled the seam strip loose on the stairs basically enough to where I was stuck with them. So then sent out used heater to install , really I fired them.the owner dumb as he is came here to return a check with a piece of paper claiming he did no work for my wife and i told me to sign to get my check. Should of checked not my house signed a waiver to not be on it when bought, name wasn’t on the check he got, not my house aint gonna do him a bit of good. Once i get it fixed and then sue him for the cost see how that paper works. You need a pool company if you like getting ripped off and lied to use them otherwise stay away. If it wasnt a company it would be fraud by deception and I’m just starting with them so that’s my story . So you want a company about to be sued for how they do business, complaints filed with the state and county and the **** They should be nice and um not concentrating on your pool that’s a lot Use at your own risk. Yes it is and was that bad may as well be common thieves.

  

  Business Response

  Date: 03/31/2023

  I am not sure what this customer would like.  We have already refunded customer for this work and his complaint does not make sense as there are misspellings in it. Customer is a hot head as you can tell from his message and we refuse to do work with him.  We have been in business for 29 years.  We have a great clientele and we do not need a customer like this one.  Please tell him to find another company to do the work as we have already refunded his money.  If he would like to show receipts, we will show you receipts where the amount was refunded.  We took the equipment we were supposed to install and we refuse to do any work, either free or paid with this customer.