ComplaintsforAccent Pools Inc

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original date of transaction November 10, 2016 with the project being completed February of 2017. On June 27, 2022 I reached out to inquire about the pebbletech warranty because my pool was experiening a lot of pebble loss. I described the problem to them; which included bare spots, worn down spots, loose pebble that would eventually get stuck in the wheels of the vacuum or fill its bag. **** came out to see the pool on 7/15. Upon that visit he said he would be sending in his plaster supervisor to look at the pool. I followed up with **** after a couple of weeks of no contact and continued to do so once a week for a few more weeks until the plaster guy was finally sent out on 8/19 They deemed that I needed a few patches and those were done on 8/25. This required me to drain my pool. They "fixed" three spots (which now look different) and said that the worn down spots were normal. I kept asking **** what my warranty was but did not get an answer. I am not happy with the patches and lack of explanation for the pebble loss. I had a second pool company give me an opinion at this time. I then emailed ***, the owner, to inform him that I was not happy with the outcome. I asked about my warranty again. No info was given but they reached out to National Pool Tile, the manufacturer. NPT sent out a rep **************** on 9/19/22. He said he'd have his report done by the end of the week/early following week. I have not heard from him. I left two voicemails for him. I reached out to Accent to see if they had any information on 10/13/22. They informed me on the 17th that they would be getting the report. I replied on the 19th thanking them and asking if I would get a copy. It's now November 2nd and I do not have a reply to my email, the report or any information following the investigation on my pebbletech. I want answers. This has been going on for too long and the lack of communication and customer service is frustrating. I still have all the emails I have sent and received.

  Customer response

  11/11/2022

  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. I only wish that the communication by Accent Pools had been better. There is no reason why this should have taken as long as it did to resolve. 
  
  Regards,
  
  ***************************

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Accent Pools takes my calls, but fails to give me an update on possible completion. I was told the whole process would go 6-8 weeks.. pending weather. Weather has not been much of a factor. It is now week 10... and they continue to give me no update on completion. I would like this project completed ASAP! Picture attached was taken on ******************* pool is now breeding mosquitos.

  

  Business response

  10/12/2021

  We have spoken to the homeowner and issues have been resolved. The pool is complete and running only needs to coordinate a time for instructions.

  Customer response

  10/19/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory. Their response took some time and lack of communication was horrible. Thankful this business transaction is coming to an end. 
  
  Regards,
  
  *******************

*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. ↩