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:09/06/2023

  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.

  To Whom It May ********* am reaching out to report several issues with Superior Pools during our pool installation process, for which we paid a substantial $130,000.Our pool project with Superior Pools began in March 2022, and the project started in April 2023. While certain delays attributed to county impervious restrictions and our HOA were understandable, the significant problems we faced were neither expected nor acceptable at the cost we paid.The issues ranged from lesser inconveniences like damages to our yard and subcontractors leaving their waste around, to more serious concerns. Notably, our pool's electrical system wasn't grounded correctly, and we also discovered a gas leakboth of these situations presented immediate and dire safety risks.However, our ongoing primary grievance pertains to the two large cracks that have appeared in the concrete deck. We immediately reported the issue to ****** the project manager. After 2 weeks we began reporting this concern to the owner *****. ***** initially stated someone would be out within a week but has now switched and stated someone will handle the repair within a 30-day timeframe. Given our previous experiences and *****'s generally dismissive attitude, we are skeptical and want to ensure that this issue is appropriately addressed both in terms of quality and timeliness.*****'s approach has been rather condescending throughout our interactions, often diverting from taking direct responsibility and, at times, even downplaying our genuine safety and quality concerns.We kindly request BBB's intervention to ensure that Superior Pools stands by their commitment to repair the cracked concrete. It is essential for us that the work we paid for is executed safely and to the highest quality standards.Thank you for your attention to this matter.

  

  Business Response

  Date: 09/18/2023

  After reading what *************** wrote I was a little taken back. I have always treated her with respect. She teachs an advanced business class at a local college. She signed the paperwork which clearly states about what is covered & what is not. She did not send you the back of the contract or the excavation sign off after jobsite meeting. First we went out of our way to help get her pool permit issued. Obviously, when you dig a pool the yard is going to get torn up & dirt moved all over. We did no damage to her home structure. The contract clearly states cracks in concrete are not covered. But, in good faith I did tell her we would fix the (2) sections by the house. We also passed all final inspections.

  *************** has breached her contract several times by not releasing payments. Her final payment was due on July 25th, 2023. As of today she has not released the balance. When we started the pool she then let us know she needed financing and we waited (2) months to close loan. We were continually sent a supervisor twice a week to check the excavated hole. We never charged her a *****!  I have included the back terms of the contract & excavation sign off. 

  In closing I was trying to end things on a good note. We have to have a long relationship for warranties. Until final payment is made there are no warranties. I have also apologized to *************** several times. She & her husband have my direct cell number.

   

  Customer Answer

  Date: 09/19/2023

   
  I am rejecting this response because:

  
  While I appreciate your response and the details provided, I must point out a glaring omission in your communication: the severe safety concerns my family faced due to the gas leak and ungrounded electrical system. These arent minor oversights; they pose direct risks to the well-being and safety of my family.
  I respect the terms of our contract and the clauses therein, and I acknowledge your efforts in navigating the pool permit process and regular site checks. However, it's essential to separate contractual obligations from genuine safety hazards. Even if yard disruption and concrete cracks fall under 'expected outcomes' or 'non-warranted items', potential electrical and gas hazards are, by no means, acceptable outcomes.
  Regarding the financial concerns you mentioned, it's vital to clarify that while we did seek financing after the pool's initiation, the serious safety issues and work quality concerns understandably led to hesitations in releasing payments. Such reservations are not unfounded, especially considering we were advised by neighbors and our experience emphasized the importance of withholding final payment until all issues were resolved.
  You've mentioned wanting to conclude our collaboration on a positive note, and I genuinely share that sentiment. However, for this to happen, acknowledging and rectifying all concernsespecially those of grave safetyis paramount.
  I hope we can come to an understanding and resolution that ensures the safety, quality, and mutual respect that both parties deserve. You are correct we have your direct number and in fact contacted you about the gas leak, your response was that we have a beautiful pool. You mentioned that you didn't charge for delays, what should be the fee for endangering one's life? My advice is to take safety concerns seriously and stop harassing people to remove negative reviews about your company.  
  Warm regards,
  **************
  

  
  

  

  Business Response

  Date: 10/03/2023

  The concrete repair was completed as scheduled. Superior Pools has fulfilled our contract.

• Initial Complaint

  Date:06/27/2023

  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.

  The attached document provides a timeline covering the events leading to this complaint. Repeated attempts to contact Superior Pools owner, *************************, have largely gone unanswered. We are due a refund for not only items not installed under the contract but for the nearly 7 months it took to complete. Additional work was required this year and multiple attempts to have those issues resolved were also met with no response.

  

  Business Response

  Date: 07/07/2023

  Superior pools contract doesnt provide any completion dates on contract. It is written in large letters above where they sign. It reads:

  Completion Date: No date specified barring weather delays, material shortages, or pandemic.

  It was extremely difficult building pools during the pandemic especially with the labor shortage. Unfortunately, I do not have the luxury of sitting behind a computer all day doing emails. I have had to go in the field the last couple of years to help out.The pools is stunning !! I see they didnt attach any completed pictures. On the refund they deducted the $ ******** off their payments. There was a lot of grading done at No Charge for them. Anytime there is a service warranty issue we take care of it.

  Customer Answer

  Date: 08/01/2023

   
  I am rejecting this response because:
  
   

  2 items that he failed to acknowledge to the BBB that are clearly spelled out in the contract:

   

   A) The 4' sheer waterfall is over a foot short - meaning that potentially 50+ feet of plumbing that we paid for in the contract was not installed.     

  B) A concrete bench behind the waterfall was not installed.

     

  In ********************** response he claims that additional grading was done "Free of Charge". At no time was that communicated or documented as part of Superior Pools addendum process for work that was done post-contract signing. 

   

  Rather, the sales representative, included an $8400 charge in the contract to haul away dirt that was to be excavated to accommodate the pool. If no dirt left the property (which it did not) we were told to deduct that $8400 from the total contract rate which we all agreed to in that face-to-face meeting with ****************** on 9/26/22. It was at this same meeting my wife and I were promised "something nice" for the inconvenience that we experienced dating back to March/April. Additionally, ****************** meeting pledged to come by personally the next day and ensured it would be completed the following week. 

   

  C) The other source of contention with this entire project was the whereabouts of the water/fire bowls that were part of the January contract & promised as being ordered in May. We were given an owner's manual in July to apparently appease us, calls to the office requesting tracking info were met with "expecting any day now" and when they did finally arrive in October, it was a totally different model and then installed in December. 

   

  The water/fire bowls were often cited as contributing to the delay with the project. When I contacted the company that was contracted by Superior to survey the yard and run the gas lines, they told me they were waiting on Superior to call them & did not need the water/fire bowls to do that work. This happened 2 more times with the gas company and numerous times throughout the course of the project. That in turn led to a delay in travertine being installed as the gas lines were in a trench under the deck/patio that was to be built.

   

  When I contacted the Regional Representative for PebbleTech, the manufacturer of the water/fire bowls we received  to see what he could find out, it eventually made its way to ****************** who told the rep to have me call the office to discuss. The definition of insanity is doing the same thing over and over again...

   

  Where were our fire bowls, ******************? When were they ordered? Please produce documentation. 

   

  

  Business Response

  Date: 08/04/2023

  1) The waterfall only use one pipe so yes you do have the 50 feet of piping installed.

  2) I will look into the 4 foot bench.

  3) I spoke to ******* on the fire bowls and we said he never stated anything about bowls not being ordered. They were on back order with the pandemic.

  Bottom line its **************** !

• Initial Complaint

  Date:02/09/2023

  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.

  Man or man I read the reviews and still decided to go with Superior Pools. This is the absolute worst company to work for and the owner ***** is unprofessional and very untrustworthy. He will play word games with you. DO NOT GIVE A DEPOSIT YOU WILL NOT GET IT BACK or they will give the runaround about fees that's NOT in the contract. $80,000 pool and he is resistant on returning $2500 deposit after I decided to not do the pool. I agreed to deduct the permit fees of $370. ***** wants to send HALF my deposit for admin, legal fees. This establishment will not last long with the way they run. I was called BRO and that totally didn't sit well with me. His tone is very condescending and If you use them BEWARE!!!!! 2/9/23

  

  Business Response

  Date: 02/17/2023

  The ***** entered into a legal binding contract on June 29th, 2022. They never submitted the required (3) day right to rescind. In fact they never sent in anything. It is obvious ************* did not submit the pool contract or any other documentation. We have proof that we were in contact with ********************* all the way to end of year. We pulled the permits, called numerous times to get the project started. She would continually postpone us with different excuses. In February ************* called the office making demands & threats. I decided to end his harassing my office staff and worked out a great settlement for him. The ***** came into the office on Monday February 10th. They signed and we had agreement notarized with copies of their drivers licenses. They went straight to the bank and cashed the check. Since then he has breached the agreement several times. I cannot discuss the contents due to the confidently clause. As of today the company attorney has issued the ***** a legal letter. He is preparing the lawsuit on Monday. He filed a false complaint with the BBB full on deception and misinformation. We have several employee affidavits to attest to ************* behavior & threats.   

  Customer Answer

  Date: 02/17/2023

   
  I am rejecting this response because:
   The accusation claimed by Superior arent truthful. Im done with this situation as I have retained the money I originally wanted AFTER the owner ***** seen that I wrote a review in regards to his company and his unprofessional behavior. Since then he has been harassing me to remove the review but I never agreed; I did update the review as to the disposition but the fact of the matter is what I wrote was an absolute review of my actual experience with ***** and Superior. Again I will never use them for any service even if it were free of charge. This experience was the worst I have ever dealt with a business owner who is very immature. Lastly, Im not the only consumer that has written negative reviews about his establishment but he is set on dragging this on. 

  

  Business Response

  Date: 02/17/2023

  Then prove it ************* where are your documents to substantiate you claim ? We Have over **** pools built and over 40 years in the business. I cannot comment anymore due to the pending lawsuit. The judge will make the final decision. I am sorry you chose this route.

• Initial Complaint

  Date:11/16/2022

  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 signed our contract on our pool June 25,2021 plus paid our deposit. Months went by without any word from them finally late December 2021 I called to complain about lack of communication and to find out where we were in line. Continued to get the run around from office. Finally got them to break ground February 17, 2022 but after that they got to where they were only doing one thing to pool build a month for example they Dug-Feb 17,2022 Rebar-March 24,2022 Shot Pool-April 12,2022 Plumbing-April 23,2022 Trench Filled May 12, 2022 Waterfall Build by another person July 13,2022 Waterline Tile July 20,2022 we had start handling getting stuff ordered and make sure everything was handled. We had to call their Stone people to order my Spa Stone so it could get us moving to getting the project done we even had to go pick out and pick up our spillway stone. finally ***** started getting installed August 9,2022 Pumps set August 19, 2022 finally was able to call my guy out to have patio poured Prep pool for plaster September 3, 2022 Plaster Done September 7,2022 Electrical September 7,2022 Pool Fill September 8,2022 they still owe us our Pavers, repairing waterfall not pumping correctly, leaking spa and credit back for not doing the Coping, grading or trash haul away. We have continued to call ***** and ***** but keep getting BS answers on where our pavers are and about repairing the problems. Through the complete build we only communicated with the employees over our project because they were the most help when trying to get it finished but their hands were tied by *****, every time we spoke to ***** or ***** we would just get BS excuses that were never followed through with. We have been trying to get this resolved with no help from them. We just want our Pavers done, waterfall water flow fixed, leak fixed and credit for coping & labor, grading and trash haul away. We had to take over getting stuff done. This has been a horrible process with no communication.

  

  Business Response

  Date: 11/23/2022

  There were numerous issues from the beginning starting with several layouts. Then working through the pandemic with labor and material shortages. They are swimming and the paver material has been delivered. We will meet next week for paver location. The electrical was done to building code. The pool looks great! We are trying to wrap up punch list as soon as possible.

  Customer Answer

  Date: 11/29/2022

   
  I am rejecting this response because: There were never issues going into this except never getting communication from builder. Yes pavers had been delivered after disputing Owner ***** on what sqft he owed us. Haven't heard from them since and as for electrical panel they are is says was placed per code no it was placed in spot due to lack of communication between builder and their subcontractor. Pavers haven't been installed they are sitting on pallets in my yard, waterfall hasn't been repaired, leak in spa has not been repaired and bubbler has not been repaired. The pool does look beautiful but no thanks to them we had to manage the complete build.
  
  

  

  Business Response

  Date: 12/11/2022

  We are trying to accommodate ****************** demands. There have been numerous changes to the project. As it stands now the paver material has been delivered. Our supervisor has been in contact about the installation location. Originally she took the paver deck off contract for a credit, then at end of job decided to put them back on contract. We are close to finishing up if the weather will cooperate. 

• Initial Complaint

  Date:09/26/2022

  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.

  Our experience in constructing a pool with Superior Pools has been a disaster. We signed a pool construction contract with Superior Pools on May 31, 2021. In conjunction with the signing of the contract, the sales representative provided us with an anticipated construction start date of July 2021. Digging on the pool started November 10, 2021 and the wooden forms were completed on December 9, 2021. From December 2021 until approximately May 2022, we were provided continual assurances by various Superior Pool employees that construction of the pool would be completed, and that we would have the use and enjoyment of the pool during the summer of 2022.We have had five construction managers since we began construction on the pool. We have had nine inspections from the Mecklenburg County building inspectors during the course of this ************* of the nine inspections have failed. Despite regular attempts to contact Superior Pools via email, text, and phone, we have gone months with no communications from the company and no work being performed. As of September 23, 2022 the pool has not been plastered, electrical work is unfinished and has fallen into disrepair, the pool remains full of water, and the entire construction site remains unsecured and hazardous. The paver surface has yet to be finished. The pool construction permit expires in less than 30 days.

  

  Business Response

  Date: 10/16/2022

  This is a very complicated pool construction. First is was solid rock, The pool is mostly above ground. Since the complaint was written, we have installed more backfilling, in stalled patio, and completed the electrical connections. We are very close to wrapping up project.

• Initial Complaint

  Date:08/19/2022

  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.

  I signed a contract with Superior on 2/4/22 for them to build a pool in our back yard. We had a great initial experience with the sales person (*****). They did our first dig on 5/20/22 and shot the gunnite on 5/25/22. As the project went along we had a number of issues with the project manager and on 6/10/22 we asked to have him removed from our project. For three weeks after that there was no communication from Superior at all and no work was done at my house. On 7/2/22 we were notified that we had a new project manager. He contacted us and told us he was excited to get our project back up and running. A few weeks later two men showed up to remove a pile of garbage that had been sitting in our yard for over a month and re-graded about 1/3 of our yard. Since then nothing has been done and no one from Superior has contacted us. Today is 8/19/22 so essentially no work has been done at my house in over two months. Our new project manager stopped responding to us about three weeks ago. On 8/12/22 I had a phone call with the owner (**************) and he told me he would personally take over my job. He said there was only about 2-3 weeks worth of work left and he would be out at my house early this week. He did not come out this week and I've made four phone calls to him with no response. I have no idea why work was stopped at my house, why no one at this company will respond to an e-mail or phone call, and why nothing is being communicated to us. We cleared our yard for work to begin, got the proper HOA approvals, and have paid the proper amounts at all the milestones so I believe we have upheld our side of this contract. Superior has not. We just want our pool completed and we want someone from the company to communicate with us. Doesn't seem like too much to ask.

  

  Business Response

  Date: 08/27/2022

  As they stated they requested our Supervisor removed from the project. The supervisor was on vacation when this all happened. This slowed the project down since we have to send a different supervisor 90 minutes away. They are scheduled to resume work this week coming up. We apologize about any inconvenience.

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17742365
  
  I am rejecting this response because: It's now Thursday of this week (September 1) and no one from the company has communicated with ** and no one has been here to start working on our pool again.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/10/2022

  It was a short week with the holiday and rain. It is all schedule for the upcoming week. We are going to finish as soon as possible.