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:08/20/2025

  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 called Dunrite to inquire about a replacement pool cover. While I was put on hold they had a recording of a person describing their services. When they were talking about pool covers they stated "Trade in your cover" among other perks in buying a new cover.When I received a callback I was told of the 3 options I have for a replacement. I then asked what the "Trade in" was about. I was put on hold again and another person picked up, it may have been ***** but I am unsure. When I asked him about the "Trade in" that they reference on their hold music/advertising he stated there is no trade in and they can just remove my cover. I stated that a "Trade in" usually means something reciprocal such as a car trade in or appliance trade in. He became ****** and said "Then don't buy anything from us"I would like to know why this Trade in policy is so vague and why did this person become nasty when I asked for clarification. This is deceptive advertising.

  Business Response

  Date: 08/20/2025

  In response to the above complaint, Mr. ******* was combative as soon as I picked up the phone.  He said that he listened to our message, and wanted to know how much we were going to give him to "trade in" his old cover.  I explained to him that we would take back his old cover for him, bring it to Loop Loc to dispose of it for him, Loop Loc would measure the anchors locations to ensure the new cover anchors matched the originals and we would close the pool. This was all done for free. In this case, trade in can be  the act or process of substituting one thing for another.  It does not necessarily have to have a cash valve.  In this instance, Mr. ******* old worn out Loop Loc cover would not have any value.  After a few minutes of back and forth with ********** yelling, I explained to him that he did not have to buy the cover from us.  I then hung up the phone, after letting him know I was doing so, as the conversation was unpleasant and Mr. ******* continued to be more and more irate.  He then called back, yelling and screaming at one of our employees using many expletives.  

  
  I am attaching a copy of the transcript of our "on hold" message.  The first sentence of the paragraph in question says "The pool closing could be free" eliminating the promise of anything regarding trade in values.   There is no false advertisement as there are no promises and there were no damages put forth as the cover was never purchased from Dunrite.  To this point, we respectfully request that this claim is removed from our record.  
  
  
          Your pool closing could be free with the purchase of any installed New or Replacement Loop Loc Cover. Trade in your old cover and upgrade to Loop Loc's newest material Aqua-Xtreme today. If Dunrite supplied the original cover,your measurements are most likely on file and we can quickly quote a new cover. If we don't have your original measurements, we are happy to come out and provide a free estimate. us why here...

  Customer Answer

  Date: 08/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This employee should learn something about customer service and telling the truth. I never once asked "How much am I getting for my cover?" I did not become irate, I asked what the "Trade in" program was about. He told me at first that there was no such thing as a Trade in there. When I informed him  that I had a recording of it and I can play it for him he said that he wanted to hear it. I played the advertisement and afterward he stated it was to ensure the anchors matched. I told him that the anchors would have matched as they have my measurements on file. (Contrary to his statement that the cover was not purchased for this home, I have the receipt). He asked if I am looking for cash for my cover and I reiterated that I would like to know what the "Trade in" is for as it's usually reciprocal and what was offered for trading in. I also stated I wasn't looking for cash but what "Trade in" would be traded for . He then changed his answer to "We take it away for you". Again, I was not yelling or irate but I then said "That is not a "Trade in" a trade in is  again, a reciprocal transaction such as trading in a car or appliance. He then said rather abruptly "Then don't buy it from us" and hung up on me. I never raised my voice, cursed or was combative during that call. Sure I called back ****** off that I was treated this way and let them know that I will be filing complaints and yes I yelled.
  This person has zero customer service skills. He first denied the company ever had a Trade in deal, Then when it was played back for him made up excuses for his denial it was there. Then hung up on me telling me to "Not buy from them" (I will give a free ****** in soft skills someone in his position should know) All he had to do was this "I am sorry, that must be an old program that I'm not aware of, we'll address the recording and if there is anything that we can do I will let you know but thank you for letting us know about the recording" He did not have to promise anything and could have said at a later date that it was addressed and there is no such trade in program any longer.
  But his best response was "Don't buy from us"?
  Yes. I am still dissatisfied and more so now due to the lying and digging his heels in on this. I will file complaints with any ***************** and the NY Attorney General for false advertisement.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********** *******
  
  
  
  
   
  

• Initial Complaint

  Date:07/17/2025

  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 had sunrise pools install a new pool liner. It started to *** immediately. I have asked several times the have it corrected. I only receive excuses. Sunrise pools installed a new pool light. It did not last one season.When Sunrise pools opened the pool this some chemical was spilled on the newly painted pool deck ruining the surface.I call to speak to the owner and I am told he is not there. When I go in person I am told "He just stepped out". I texted the pictures to him and someone on the staff responded that he is in the hospital. The day before I was told he just stepped out. He will not return calls or address the situation.

  Customer Answer

  Date: 07/21/2025

  I have felt with Dunrite pools for many years.  So we had a long relationship.  When I purchased something from them, I did not keep bills.  I had faith in them.  However my faith was wrong.  I had problems with work they had done.  They promised repairs, but never delivered.  When phone calls were not returned, and trips to the store resulted in the person I needed to see was not there, I turned to the Better Business Bureau for help.

  Business Response

  Date: 07/22/2025

  Please be advised of the following timeline:
  Dunrite installed a pool liner for Father ***** in 2019. He used the pool in 2019 and 2020.  
  Father ***** did not open the pool from 2020 to 2023 as he was not using the house in ********* 
  When the pool was opened in 2023, the liner was out of the track in a few areas.  We advised Father ***** ** needed to lower the water level and we would come back and fix it for a charge of $200.00 - The liner out of track was not Dunrite's fault - While father ***** was away, the water level in the pool was too high and it popped the liner out of the track. - Father ***** never called to have the liner repaired. 
  In July of 2023 Dunrite changed the bulb in his pool light - The light fixture was old and he knew it was not guaranteed to work.  We did not charge him for the bulb change as he was our neighborhood priest and we did it at no charge for him. 
  When the pool was closed in 2023 we installed 9 new anchors in the deck because there were issues from the pool being closed for 3 years - We gave him a 25% discount because he was our priest. 
  In Spring 2024 we opened the pool and then changed the light bulb and gasket in July - The bulb and gasket were again no charge. 
  In the fall of 2024 we closed the pool.  The deck was damaged before we closed the pool (Same area he blamed us for damaging in the spring of 2025) - It is shown in the site photo we took at the closing. 
  We opened the pool for him this year - Site photo also attached.  The deck was in the same condition it was when it was closed.  
  Father ***** complained of 3 issues.  The liner out of track which he damaged when he didn't open the pool for 3 years, the damage to the pool deck which our photos show was clearly damaged the year before, not by Dunrite and an issue with the lights which we tried to help him with for free,2 years in a row.  
  Please let Father ***** know I'm sorry I didn't contact him sooner.  I was in the hospital for an operation with a cyst on my bladder.  I got a UTI from that operation and ended up back in the hospital twice with sepsis in my blood.  We can not do anything with the light, the liner can be fixed if he wants to pay the $200 and the deck stain is lifting because the wood is old and its coming up in all areas.  

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There is incorrect information from Dunrite.  It is not true that the pool was not opened for three years.  I did not use Dunrite to open the pool for three years.  

  I never was told it would cost $200 to fix the liner.  When the workers arrived they gave excuses as to why it could not be done at that time - eg the water is too cold.

  As for the light fixture and liner, I would think a business would want to stand behind their work.  It is shocking that a light would not last a season.  I do not believe that the age of the pool has any relevance at all.  Because a lamp is old you wouldn't expect it to light when you put in a new bulb.

  The neck as newly painted last fall.  There was something spilled on it.  It is a gummy substance that just resolved the paint.  It was not like that when the workers arrive.  BUT IT WAS WHEN THEY LEFT.

  I understand the I would not be contacted while ***** was in the hospital.  But I called repeatedly last fall and my calls were never returned.  I was there in the early spring and never heard back.  It was not just this past few weeks.

   

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