Complaints

This profile includes complaints for Liverpool Pool & Spa Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Liverpool Pool & Spa Inc. has 3 locations, listed below.

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  Liverpool Pool & Spa Inc.

  3424 Route 31 Baldwinsville, NY 13027-9231

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  Liverpool Pool & Spa Inc.

  6804 Manlius Center Road East Syracuse, NY 13057

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  Liverpool Pool & Spa Inc.

  4090 Wetzel Road Liverpool, NY 13090

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:12/23/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Had my pool installed June of 2023. I had multiple issues the in spring and summer of this year with septic smell within the house. I had my plumber check the house multiple times with no issues being found in the house. I finally had the septic tank pumped in September and was told by who pumped the tank that water must not be leaving the system properly. My tank was full again within a couple weeks so had to make the decision to install new leech lines. Upon the installation of new leech lines, the old lines were found running into the pool. I contacted Liverpool pool and spas at this time and informed them they may be responsible for the damage. After a week they reached out and told me that they had run into the leech lines, multiple employees had admitted to this however I was never informed when it happened. They now claim they aren’t responsible, with no reasoning whatsoever and won’t respond to the fact that they already admitted to the wrong doing and I was never notified at the time. I have filed a report with the better business bureau, however they are not accredited by them.

  Business Response

  Date: 01/16/2025

  We were first notified on this situation, by the homeowner, around the beginning of November 2024. We conducted a site visit after and as a follow-up regarding our visit in and consultation with our Excavation Expert, we concluded that the pool dig did was not the cause of the septic system failure. There were several variables that lead to us making that determination (outlined below): Pool was dug on 04/28/2023 Crew arrived to the site on 05/01/2023 to start the pool build. Liner was dropped and water was added on 05/02/2023 Backfill around pool was completed on 05/16/2023 Concrete was done in 06/2023 Final Demo was conducted on 07/13/2023 where the homeowner signed off that the pool installation was done to their satisfaction I provided this to present a timeline of events leading up to the completion of the pool. At no time during this process was there any signs we hit an active septic line nor did the homeowner contact us with any concerns until over a year later. In any circumstance, where unspecified challenges are encountered, the excavation process ceases immediately, and we would have to consult with the homeowner to provide an Estimate to continue the work in the yard. The Estimate would include cost of machine time, labor and materials to repair, replace or relocate said challenge, of which ultimately becomes the financial responsibility of the homeowner as per terms of the contract. One thing that was left out of the complaint by the homeowner was that he had made changes to the septic system after the dig/build was completed and prior to the concrete being poured around the pool. Homeowner had a gray water tank on the opposite side of the house that was against codes and stated, during our visit, that he rerouted that line through his basement and tied into the septic tank on the opposite side of the home. We believe that those changes he made, adding that additional water volume to the septic tank, is when the problems began. We take all necessary precautions we can to mitigate risk, ensuring a safe dig by sending out for UFPO to verify there are no underground utilities on the property that may pose any threat to our excavation process for a Swimming Pool. Unfortunately, UFPO does not identify septic systems so we must rely on the homeowner to inform us where the system is and where we can dig. Ron A****General Manager

  Customer Answer

  Date: 01/16/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   This response does not answer to the fact that multiple Liverpool and spa employees admitted to hitting septic lines during the dig. When septic lines were hit during the dig, I was never informed. I was only informed when I brought the matter to Liverpool pool and spa. This goes against the claim that if something was hit, I would be notified and construction would be ceased. As far as the septic system goes with having the kitchen tie into the correct septic tank, the only things rerouted were the dishwasher and sink. I had the system pumped in early September. When pumped I was informed that the water level was over the input valve for the tank indicating that water was not leaving the system. A few short weeks later, the system was full again. When pumped, they pump 1000 gallons of water out of the system. The sink and dishwater could not possibly account for the access water in the system in such a short amount of time. Mind you we have 2 people living In the home. When having new septic lines put in, we found the junction box had lines running into the pool and under the diving board. I had brought this to liverpools attention at that time10/16. Not early November. My salesperson Kevin had informed me that Justin (site coordinator) told him that they did in fact hit septic lines during the dig. In summary, Liverpool hit septic lines for the tank during the dig. They never informed me the homeowner at this time that they had done so. They continued with building the pool, which seems to be against this process that they say they follow. When I had a problem, they admitted to the wrong doing up front. If I had never reached out, I would have never known. Pictures show where the junction box was found with lines running into the pool and diving board.   Regards,  ****** ********