ComplaintsforRising Sun Pools, Inc.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We signed a contract with rising sun on 3/15/2022 and paid a deposit on 3/16/2022. Construction on our pool actually began 7/8/22. From there we were told that we would be done in 6-8 weeks which would have guaranteed that we would be swimming before summer ended. It has already been 12 weeks and not only is our pool not completed, but there has not been any work done on it for the past several weeks. I have reached out to multiple people for updates and no one people has been any more helpful than the last.

  

  Business response

  11/09/2022

  The homeowners project is complete. We do NOT guarantee installation times due to the outdoors and weather related nature of our business. 6-8 weeks is ideal but 10-12 is the normal installation time anticipating normal delays. Our project manager communicated with the homeowner a few weeks in advance of the complaint and told her he would follow up in a few weeks and that timeframe was met. Everything we have on this project is that is it completed, resolved and the homeowner has everything they contracted for.  

  Customer response

  11/10/2022

  Complaint: ********
  

  
  I am rejecting this response because:
  
  The 10-12 week expectation was never communicated to me but we even several weeks past that. When trying to get me to sign for the pool everyone I talked to said 6-8 weeks. I even made mention of my son and having to explain to him if the pool was not ready. My pool was not completed until 10/27, 16 weeks later. I reached out to **** several times during the process most times with no response. The communication throughout the entire process was lacking. There were several weeks where nothing was done and I was not informed of needing to order a liner that would take several weeks to come in. I spoke with **** yesterday and he was the rudest person ever. He downplayed all of my concerns even regarding the pool not passing the electrical inspection and interrupted me to tell me how unimportant a concern was several times. When asked about compensation he scoffed and said that because I did not have a heater I would not have been able to use the pool either way(I asked about a heater several times throughout process and no one followed up). If they took the same amount of concern to make sure someone’s pool building process went well as they took to refute someone’s complaint this process would have been a lot smoother. I feel as though I should be compensated for the extended amount of time it took to finish my pool as well as the terrible communication rising sun pools has.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company opened and maintained our pool. Every 2 weeks they arrived and said the pool needed more cleaning and they would come a few days later to fix it. They charged each time to clean the pool. The pool was never cleaned where it was swimmable. Instead they charged more fees and transportation fees to come out and work on it. We never signed for these extra days. They just did it and said for sure we could swim in it the next time. They took over 4 months after i called and cancelled with them and closed my account to then come up with another bill. This is the latest bill. After i cancelled!

  

  Business response

  09/28/2022

  We have spoken to the homeowner and issued a partial credit - he called at 3pm yesterday and were going to call him back once we could pull all the paperwork but did not have the chance to do that before the complaint was made. However we spoke today and the matter has been resolved. 

  details: The pool was clear from 5/16 until his next monthly visit om 6/16 which were asked by him to reschedule. He had signed up for monthly maintenance and we had to get the pool clean after we opened it, which per his contract does require additional visits that are billed outside of the routine maintenance charges. Unfortunately he lost power and the pool turned green in the interim of our last visit on 5/16 and our next visit on 7/2.. Our first visit was 5/6 and our last visit was 7/2, we opened the pool 5/2 and only made 4 visits that he was billed for, that was to get the pool clean and to do the routine maintenance. I am not sure what the 4 months or every 2 weeks is regarding but either way we have both agreed to a resolution and the matter is resolved.  I appreciated his willingness to remove the reviews he posted and to work with me on a resolution. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered parts in February 2022 and April 2022 not informed parts were in until June 2022 installed pool wall 1500 plus 400$ shipping and liner 625.00$ Pump and generator river $500.00chemicals over 300$ and labor of installation 1200.00. Installed finally sporadically due to negligent excuses in mid July 2022 questioned installer at the day installed why more bolts 50 or more at the return Panel ge stated poolwall was too short and sides of pool Wall questioned why they were so bent. So after 3 weeks of one person minimum use pool wall buckled and becalmed unattached from The pool creating a very dangerous situation I was in the pool at that time which created a loud bang and pool shifted I immediately hit out of pool and expanded what happened. I called pool company immediately in which I was cussed at by the manager who told me he was the owner I have called installer and three times he would come evaluate and has been I show no call called pool store daily each time they are argumentive and waiting for owner to get back from vacation with no regard for dangerous situation. If pool wall fails it can result in severe injury death and damage to personal Property to my property or neighbors property with 10,000 gallons of water exiting . I explained to pool company urgency but yet no concern nor do they care at this point I gave contacted numerous pool companies and pool installers and waiting fir someone to help me

  

  Business response

  09/12/2022

  She bought a liner from us in March 2022, she signed the attached installation sheet, I highlighted the most important items: that we are not responsible for the installation, that we are NOT paid for the installation, and she stated the pool did not have rust. We sold her a liner, when the installer went to install it they discovered the wall was rusted through. At that point we recommended she replace the ENTIRE pool, due to the fact it was 21 years old and parts were no longer available. The wall was the only available component. Attached is the quote for the new pool, where we were going to credit her back for the liner that was a special order as a courtesy. Also attached is the wall quote with the highlighted statements about how we could NOT guarantee that more parts or work wouldn’t be needed. I included the email we sent her regarding our recommendations below.  Once the wall was ordered we had her sign the form, also attached,  she filled out in order to hire an independent subcontractor for the wall/liner and other equipment replacement.  This form specifically states that Rising Sun pools is not responsible for the installation, and even though we are not obligated to we were trying to help her by requesting the installer go out to her house to address the issue the day she made the complaint against us.  When I received the complaint I called her immediately and told her that the installer would not be coming out until we could speak with her. I left her a voicemail to call me and she never called me back. I just found out she actually emailed **** on Friday and asked about the repair, **** had arranged for **** to go out to her house this Thursday to fix it and no one had any idea she had hired, and paid someone else to do the repair; I am not sure how she did that in 2 days?  We only sold her a wall and a liner, she paid the installer, a subcontractor, NOT a Rising Sun employee, separately. The installer provided her with hundreds of dollars of FREE parts for her pool, because they were discontinued and he wanted to help her get the pool up and running. He was under no obligation so do so and no one knew how badly her pool was rusted and falling apart until they went to replace the liner.  She was calling us 10 times a day about her pool and we were all doing everything we could to help her but it was never good enough. We will not be reimbursing her for anything, it was her choice to pay someone else to do the work, if she had simply called me back then the independent contractor would have come out at no charge. But she did NOT call me back and if she had someone else fix it than that is what she decided to do.  I am sorry her pool was 21 years old…..We told her she needed a new pool but she refused and decided to try to fix it. Honestly we wish we would never had sold her a wall and a liner, but that is ALL we did. We sold her parts and she has the liner and the wall and there is nothing wrong with those items.  She willingly refused to replace her pool, she willingly went against our professional recommendations and she signed several documents stating she was taking responsibility for the condition of the pool and that understood the risks. 

   

   

   

  Email about pool vs wall replacement 4/4/2022:

   Please read the notes I typed under directions & highlighted & make sure customer reads them also.

   

  1^st quote is for new pool with labor AND $625 credit - deposit paid for liner discounted off pool kit (RSP will keep liner & try to resell).  

   

  2^nd quote is for liner & wall with labor showing. She does need to keep in mind that when the pool is disassembled to replace the wall other items may break & will need to be replaced at her expense.  21 year old pool sitting empty for years so it would surprise me if nothing breaks when the pool is taken apart!

  
  

  Customer response

  09/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******   I will be sending more documents. The response from Rising Sun is so untrue and false. Also the information about the installer is so incorrect !!I will be in touch tommorrow  when I am not at work  Thank you ******* ***** 

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a salt pool from Rising Sun Pools in 1/2021. We were provided a Installation Questionnaire that shows what is included in installation and what is not included during installation. There is no mention on this form signed 1/27/21 of a need to mount an aquatrol box. On another contract from 1/21, it lists in small writing a mount for the box would be needed, but was not called out when signed, and expecting a client to catch this 5 months later after installations without any reminders seems unreasonable. After paying for the pool, the only guidance we were given by Rising Sun Pools was we needed an underground electrical wire next to the pool which we set up right away. In 5/2021, our pool was installed by a contractor hired by Rising Sun Pools and there was no mention of any additional actions needed to be performed by us for the pool. The contractor set up the aquabox on the ground with no other guidance given. In 4/2022, we went to turn on our pool for the summer and it was broken. Rising Sun Pools sent someone to our house to replace the motor, but saw the salt system was set up on the ground. We were told "Whoever installed the salt system should never have put it on the ground". When we opened the salt system, it was filled with water from rain and was broken. After the team who installed the motor left, we noticed the electrical outlet post we installed the previous year was now broken and no longer standing upright. We called Rising Sun Pools in May 2022 and was directed to a manager. He would not address the broken electrical outlet post other than saying, "The report we received from the team who replaced the motor did not say they broke the post". Regarding the salt system that was installed on the ground, he referred to a document from 1/2021 that stated "a post for the Aquatrol box is needed to mount the unit, post is not included with the pool kit or installation". We do not feel Rising Suns did due diligence in this case.

  

  Business response

  06/21/2022

  I apologize for the delay in responding, I thought someone else had already responded earlier.  

  Please see the contract attached that states a post is not provided and is required for a salt system to be mounted to. The customer did not install a post, or mount the box, per the manufacturers instructions (attached as well) and it voided the warranty (also attached). We offered them a significant discount on a replacement unit and refused. We did not break their outlet as well, my tech took a picture when he got there to show it was already broken. I am sorry that their unit failed, but it is not our responsibility to ask customers if they read and understood the legal document they had signed. We are willing to work with them, but we will not be replacing the unit under warranty, as it is not a warrant-able item. Thank you.
  

*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. ↩