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:06/07/2024

  Type:Service or Repair 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.

  During my pool opening, I paid extra to have the heater Cleaning-opening. For some unknown reason, the heatwer had no elecvtric going to it, so they could not do anything to the heater. I called to get the heater fixed and they charged me before they came to look at it. I was asured by the salesperson that the problem was the transformer. I paid for a heating / diagnostic and parfts. This was attempted to fix and it did not fix the problem. Then the salesperson said it was the computer board that needed to be changed and he charged me again before they went out there for heating / diagnostic and parfts. I attempted many many times to speak to the saleperson with zero return calls or emails. This was attempted to fix and again this did mnot fix the problem. The techs who came to site are sub-contractors to Excel pool service. They contacted the manufacturer and realized it was the display, whihhc they had in stock and switched out the next day, no charge. Excel did not have time to bill me before it was fixed. Excel makes you pay in advance for service or they dont put you on the schedule. Basicalluy strong arming the cujstomers even when they have no clue whatwas wrong.
  During the pool opening, I paid extra for the Salt Cell cleaning and opening. This was never completed. Aftyer the opening the "check Salt cell" light was flashing. Indicating to inspect the Cell. I told the salesperson tjhis and he said it must have happened after the guys opened the pool. If they cleaned it and inspected iot during the opening, how can thwe lighrt be ion 2 hours later? I should have been charded for 1 Heater diagnostic and 1 display panel. Nothing else.

  

  Business Response

  Date: 06/26/2024

  My name iis TJ.  I am the manager at Excel Pool Service.   I was unaware there was an issue with  services rendered until I received this notice.  I have called the following numbers several times ###-###-####, ###-###-####.  I was hoping to resolve the matter amicably.  I still hope to do so.  

  I believe there are valid points for both parties.  I welcome the chance to speak with Mr. or Mrs. ********.  Please call ###-###-####

  Customer Answer

  Date: 07/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: One phone call was made from the business and I tried to call back with no return call. The difference is, I have called several times now. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** ********

  

  Business Response

  Date: 07/30/2024

  I spoke with Mr. ******** this afternoon. We had a productive conversation and have agreed to resolve the issue amicably. Thank you, TJ

  Customer Answer

  Date: 08/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair 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.

  The liner for the pool was ordered and replaced in 2021. Immediately after the replacement, one of the two under water lights started to short, cause the breaker to trip whenever it was turned on.This issue was reported to Excel. They deferred replacement/repair of the lights due to part shortages but eventually replaced the lights in 2022. The short continued to happen after the lights were replaced, and the repairs have not yet been completed.They are now reporting to me that this issue is at the owner's expense, even though they caused the issue with the replacement of the liner.

  

  Business Response

  Date: 10/12/2023

  I have responded directly to ***************  We had a very nice phone conversation.  I am hopeful we will resolve this matter amicably.

  Customer Answer

  Date: 10/17/2023

  I have discussed with TJ the situation and am satisfied that the company has done what it can and will continue to do what it can to resolve my issue. I am withdrawing the complaint.

  

  Business Response

  Date: 10/17/2023

  We are very happy to work directly with ************** to resolve this matter.

  Customer Answer

  Date: 10/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:05/31/2023

  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.

  I was told if I use them to close my pool my underground pipe warranty would renew but I never received a document about the warranty or Renewal and several attempts to contact have been ignored. Also for the pool opening they did not test the full system and disregarded instructions to properly open the pool as per their own website.

  

  Business Response

  Date: 06/07/2023

  We guarantee the protection of the pool plumbing from frost-related damage when opening and closing the pool.
  

  Please see our Pool Opening Service information at the following link
  ***********************************************************************************

  All services were performed.

  Please call with any questions.

  Thank you

   

  Customer Answer

  Date: 06/07/2023

  
  Complaint: 20126166
  
  I am rejecting this response because:

  system startup, and leak inspection - Not done. The waterfall and deck jets are part of the system and were not tested. Backwash was leaking a ton, had to re-fit it and now the glass tube leaks. Never had this before. Pool Gauge was broken and was not discovered.

  Heater start-up and ignition test - was not on when I checked the pool. With the 15 minutes they were there not sure they did this.
  

  Timer pins removed - Not Done as well as the salt system was started

  this forum is not the right place for a legal document of warranty. Knowing the frost line for ********** is roughly 36 inches, that is still significant digging.

  Also to add, incorrect Pool Closing with the Cover. There are significant rips that makes the cover useless. When I went to get a warranty replacement, it did not cover rips from sharp edges. Your technicians placed it over the sharp edges of the waterfall rock which is where the damage is. 

   

  I am seeking full refund of both the closing and opening due to unrepairable damage to the cover and failure to produce an actual warranty document which was said by sales covers ALL UNDERGROUND pipe issue. For the opening, failure to complete the service.

  Not to mention the expense I now had to pay for a new cover.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 06/15/2023

  system startup, and leak inspection - Not done. Completed

  
  
  

  The waterfall and deck jets are part of the system and were not tested. Backwash was leaking a ton, had to re-fit it and now the glass tube leaks. Never had this before. Pool Gauge was broken and was not discovered.

  
  

  Heater start-up and ignition test - was not on when I checked the pool. With the 15 minutes they were there not sure they did this.

  
  

  Timer pins removed - Not Done as well as the salt system was started

  
  
  

  A pool closing service, also known as winterizing or pool winterization service, is typically performed at the end of the swimming season when the pool will not be used for an extended period, such as during the winter months. The main purpose of a pool closing service is to prepare the pool for cold weather and prevent damage caused by freezing temperatures.

  
  

  A pool opening service is performed at the start of the swimming season to prepare the pool for use. The main purpose of a pool opening service is to bring the pool back to a functional condition after the offseason.

  
  
  
  

  A more detailed explanation of our pool opening service:

  
  

  Pool Cover: If a pool cover was used during the off-season, it is removed and rolled to be stored by the owner.  It is typically left at the poolside.

  
  

  Plugs:  Plugs that prevent water from going into underground lines are removed from all return lines within the pool and skimmers. Drain plugs at the equipment are reinstalled and checked for leaks.

  
  

  Skimmer Baskets: The skimmer baskets, which collect debris from the water's surface, are typically cleaned and reinstalled.

  
  

  Return Jets: The return jets, responsible for circulating and returning the filtered water back into the pool, are installed.

  
  

  Pool Pump: The pool pump, which circulates water through the filtration system, is inspected, primed, and restarted.

  
  

  Pool Filter: The pool filter, whether it's a sand, cartridge, or diatomaceous earth (DE) filter, is sealed and checked for leaks.  Backwash sight glasses are installed but not regularly inspected.  However, the rubber washer will expand with use and stop (or slow the leak.) The sight glass only has water in it while back washing the pool.

  
  

  Pool Heater: If the pool has a heater, drain plugs are reinstalled and prepared for operation,  and gas or electricity supply lines are turned on.  Heaters are started to insure proper operability and then left in the off position.

  
  

  Pool Rails and Ladders: If the pool has rails or ladders, they are securely reattached.

  
  

  Pool Accessories: Other pool accessories such as waterfalls, deck jets, and slides, are started, then left in the off position.

  
  

  ******** and ************* ******** should be turned on from inside the house.  Breakers at the pool equipment are turned on by our techs to operate the pool equipment.  Timer pins are not installed, and the equipment is left running.

  
  

  Pool Plumbing:  All pool plumbing is visually inspected for leaks.

  
  

  If opening chemicals are purchased, our technicians add them to the pool.

  
  
  
  

  Regarding the pressure gauge (which was replaced) and the backwash glass.  On Tue, May 30, 2023 at 1:20 PM ************************* <email address replaced> wrote:  Thank you for having the Gauge replaced. I did a backwash right after and there is now a leak near the clear Glass cell. Looks like water was coming out of it in the beginning for the cycle then seemed to stop on its own.

  
  
  

  this forum is not the right place for a legal document of warranty. Knowing the frost line for ********** is roughly 36 inches, that is still significant digging.

  
  

  Also to add, incorrect Pool Closing with the Cover. There are significant rips that makes the cover useless. When I went to get a warranty replacement, it did not cover rips from sharp edges. Your technicians placed it over the sharp edges of the waterfall rock which is where the damage is. 

  
  

  Placing the cover over the waterfall is the only way to completely cover Mr. ********* pool when using the Deluxe cover.  ******************** is required to maintain the cover and to keep debris and water off of the cover during the winter.  Excessive water and debris can cause stretching, sagging, and tearing.  In February 2023, we discussed this with him.  We suggested he look into a safety cover and upon his request, we sent him a quote for that product.     

  
  

   

  
  

  I am seeking full refund of both the closing and opening due to unrepairable damage to the cover and failure to produce an actual warranty document which was said by sales covers ALL UNDERGROUND pipe issue. For the opening, failure to complete the service.

  
  

  Not to mention the expense I now had to pay for a new cover.

  
  

  We believe he is misinformed about what the services actually provide.  He is our only customer that has this issue.

  
  

  We have completed both the opening and closing services to winterize and open Mr. ********* pool.  

  
  

  The customer has already charged back $351.86 which was payment for his Opening Service.  

  
  

  We reserve the right to pursue payment for services rendered.

  
  
  

  Customer Answer

  Date: 06/15/2023

  
  Complaint: 20126166
  
  I am rejecting this response because:
  
  Pool Accessories: Other pool accessories such as waterfalls, deck jets, and slides, are started, then left in the off position. - They were not started at all. The waterfall made a loud sound for about 30 seconds then water flowed. The deck Jets were not started or they would have saw one of the heads fell off and it was spewing a geyser of water.

   

  Pool Filter: The pool filter, whether it's a sand, cartridge, or diatomaceous earth (DE) filter, is sealed and checked for leaks.  Backwash sight glasses are installed but not regularly inspected.  However, the rubber washer will expand with use and stop (or slow the leak.) The sight glass only has water in it while back washing the pool. - Site glass was not removed with the closing, possible why it is damaged from the elements

  ******** and ************* ******** should be turned on from inside the house.  Breakers at the pool equipment are turned on by our techs to operate the pool equipment.  Timer pins are not installed, and the equipment is left running. - Timer pins were installed and salt system left on.

  Pool Plumbing:  All pool plumbing is visually inspected for leaks. - Backwash attachment was spraying water when I turned it on. I fixed it. A good chance the glass was leaking then to but did not notice with all the other water leaking

  For the pool cover then why sell it as part of the Pooltown package? I used the pump provided and ran it constantly as needed. with that pressure would the watetbags also move out of place? no evidence of that.

  to quote from the website of what is done is far less detailed then what you wrote the below. in addition I was told the salt system should not be started till I add salt. it was started.

  Our pool opening service consists of the following:
  

  Removal and folding of the pool cover;
  Removal of all plugs and gizmos (skimmer blowout tubes) from pool;
  Installation of skimmer baskets, gauges, etc.
  Re-installation of directional fittings, hydrotherapy fittings (if applicable). and circulation jets (if applicable);
  Ladders and handrails re-installed;
  Filter system re-assembly, system startup, and leak inspection;
  Heater start-up and ignition test (if applicable);
  Heater cleaning (if applicable);
  Water treated with shock and algaecide (provided upon request $60.00);
  Test GFCI outlets at electrical post;
  Timer pins removed.

  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 06/22/2023

  ******************** is disappointed with the answers I have provided as I have tried to explain our service(s) and he doesnt wish to understand or acknowledge my previous responses
  While I recognize that my response may not be what he was hoping for, we strive to provide the highest level of service and make fair decisions for all our customers.