Complaints

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

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  Robertson Pools, Inc.

  569 S Coppell Rd Bldg A Coppell, TX 75019-3904

  
• 

  Robertson Pools, Inc.

  10475 Preston Road Frisco, TX 75033-3902

  
• 

  Robertson Pools, Inc.

  561 S. Coppell Road Coppell, TX 75019

  

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:06/27/2025

  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 my pool/hot tub resurfaced and when they were finished we had a leak in hot tub that wasnt there before. I understand people make mistakes so I have contacted the company on many occasions asking them to fix it. I was told even before they said they would send someone out that its not their fault. Obviously it happened when they came out. Its common sense. Please help. Thank you,***

  Business Response

  Date: 07/01/2025

  Dear Mr. ************************* you for taking the time to share your concerns regarding your recent pool remodel project with Robertson Pools. We take all customer feedback seriously and appreciate the opportunity to provide a detailed response.
  On March 31, 2025, you contracted Robertson Pools to perform the following services:
  Drain Pool & Spa Completed on 5/5/2025
  Chip and prepare Pool & Spa for plaster Completed on 5/5/2025
  Install new jets and returns Completed on 5/15/2025
  Apply new interior finish (PebbleSheen) Completed on 5/15/2025

  
  On June 3, 2025, you reported that your spa was losing water. In response, we promptly dispatched a technician who identified a faulty flap kit in your existing check valve. Although this component was not part of the remodel scope, we replaced it at no charge as a courtesy.
  

  Following that, on June 9, our Service Manager visited your property to provide a quote for repairs to your spa spillwayan area that was not included in nor affected by the recent remodel.
  

  To further assist you, on June 13, we sent a leak detection specialist to perform a comprehensive leak inspection at no cost to you. Their professional findings confirmed that the leak originated from a mortar joint beneath the spa spillway stones, where the mortar has separated from the waterline tile. Their exact notes read:
  

  "Performed progressive leak detection. Informed customer that the leak was underneath his spa spillway stones where the mortar meets the tile. Mortar joint is completely separated and water is leaking from the front of the spillway."
  

  We have reviewed documentation and before-and-after photos that confirm this specific area was not altered or disturbed during the remodel. Our scope of work did not include any repairs to the spillway or waterline tile, and no materials were removed or replaced in that area.
  

  Despite the issue being unrelated to the contracted work, our team has responded to your requests on multiple occasions, and we have provided a repair estimate for your consideration. We understand that unexpected issues can be frustrating, and while we sympathize with your situation, it is important to clarify that this is not a result of any workmanship error on the part of Robertson Pools.
  We remain committed to transparency and customer ********************** and welcome the opportunity to move forward constructively should you wish to proceed with the necessary repairs.
  

  Sincerely,
  Robertson Pools, Inc.

• Initial Complaint

  Date:02/16/2024

  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.

  My pool deck coating failed during the warranty period, and approximately half of the surface was replaced / corrected. At the time, and since, all parties have acknowledged the failure was due to improper original installation, by Robertson Pools. The other half was left to continue to fail, as it was expected to do, due to the improper original installation. Now it has become very obvious and unsightly, potentially even hazardous. The warranty has now expired, Robertson did not make the repairs and corrections during the warranty period and now claims that the warranty is expired. It has in fact expired, but only due to neglecting the original claim to be corrected in full.Robertson now refuses to accept responsibility and only once offered to repair it for an undisclosed "discount". They do not reply to my inquiries regarding why the repair was not completed in full, for which there is no reasonable answer other than avoiding the nominal expense for them to do so.

  Business Response

  Date: 02/28/2024

  ********************,
  
  Your review is in reference to your pool that was completed over 5 years ago.
  
  The Sundek that was applied carries an applicator warranty of 1 year and Robertson Pools extends that another year in house. This 2-year warranty period ended in January 2019. You notified us of that coating flaking off Fall of 2023, 2 years after warranty expired. We have offered you, on many occasions, to recoat your deck at a reduced rate. We often can further extend manufacture warranties or workmanship warranties slightly beyond expirations dates, however 2+ years is well beyond reasonable expectations.
  
  Robertson Pools

  Customer Answer

  Date: 03/08/2024

  I am rejecting this response because:   My pool construction was completed in 2019, as accurately stated in Robertson's response.  However, i notified Robertson of the failing and flaking coating in October of 2021, well within the warranty period.  Robertson did eventually, after several months, complete repairing approximately one half of the affected area. The remainder of the area remained suffering the exact same problems and issues. 

  I have not been provided with the cost to correct the rest of the area.  The response of, ..."many occasions" is inaccurate.  I would question whether the reduced rate were actually even reduced, as all trust has been violated at this point. 

   Furthermore, the issue at hand is that the repairs should have been completed before Robertson let the warranty expire.  Robertson knew full well in 2021 that the poor workmanship and/or material remained in a state that would require repair, but subsequently repaired only approximately one half of the area.  By 2023 my frustration had grown such that I began to escalate my questions and requirements for an explanation and correction to be made.  The problems began well within warranty when both good workmanship and decent ethical business practices would dictate the repairs should be made in full. But the problems were left unaddressed and ignored.  My inquiries remained largely ignored as well, often for weeks to a month between responses only after my follow up communications.  Finally, after going public with my issues and filing a BBB complaint, it's received some attention.  

  The fact of the matter is undeniable that the problems arose and were identified within the warranty period.  That much is acknowledged by Robertson's repair work in part.  The balance of the area, left in a state of known failure in material and workmanship, went without repair while still under warranty right up until the point we find ourselves at today.

  Business Response

  Date: 03/15/2024

  ********************,

  Repairs were made to the deck overlay within the original warranty period.  There has been no communication after that repair until late 2023.  As previously stated, we honor and extend the overlay warranty, however 3 years after warranty is not a reasonable expectation.  

   

  Robertson Pools

  Customer Answer

  Date: 03/25/2024

  The issue was that the failure of the concrete coating was replaced only half.  Leaving full well knowing the other half would continue to fail.  I was never offered a discounted price to repair.  However, they should have fixed it fully the first time. Not half the space.  This is unsatisfactory.  They are either negligent, unprofessional, or both.

• Initial Complaint

  Date:07/20/2023

  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.

  Robertson Pools built my pool, when it was time for the plaster remodel i got multiple quotes, Robertson Pool was not the cheapest, they were actually the most expensive and I when questioned the salesperson I was told that is because there were no hidden cost, well imagine and that my estimate was all inclusive, no hidden cost. When it came time sign the contract the salesman did not review every section with me as he was in a hurry for another appointment. I signed the contract and in March work did not begin until May 30th, they drained my pool through pool parts all over the yard left my pool light lying on the ground next to the pool for over a month in the extreme ***** heat, when the plaster was finally done, I was informed that my spa jets were worn out, that was another $1200, spa values need to be replCaaced that was another $250, and there I was told no hidden cost. I paid the additonal $1400, we were finally able to use the pool one evening guess, the pool light which was working perfectly fine does not work. The Operation Manager *************************** had service send over the contract with area higlighted about the pool that I feel should have been called out by the salesman about the pool light not working after the remodel even though it was working prior and the cost $1200 but he would do for $600. Here is issues I was told a specific price no hidden cost by the salesman they left my equipment in the sun for over a month even though I contacted the Project Manager who did not return calls, I had to always call him who did nothing to rectify my concerns. and and even sent photos who did not return calls, I had to always call him who did nothing to rectify my concerns. Where is there accountablity? I was given a number and that is what I budgeted andf now I am going to pay an additional 2K, this is totally unaccetable and I should been made aware of potential hiddent cost.

  Customer Answer

  Date: 07/28/2023

  My continuing issues with Robertson Pools and Spas finally bit the bullet and went with the recommendation that the pool need to be replastered collected estimates for pebble tech from multiple companies with Robertson Pools ***  being the most expensive. I ended up choosing Robertson Pools, Inc. because I was told by the salesman there were no hidden costs, and that the other estimates from other companies had hidden costs.   Turns out Robertson Pools,inc. had hidden costs. The overall remodel experience was not pleasant. Parts were thrown in my flowerbeds and left in the extreme ***** heat for over 35 days end result spa jets had to be replaced at a cost of $1200. Pool light, which was working prior to the remodel no longer works . It was also thrown in the yard in the extreme heat. When I spoke to the operations manager, I was told the company is not liable as they called this out in the contract that I signed. My issue is they know that the lights are not going to work after the remodel otherwise it would not be called out in the contract  Robertson could have factored the cost of a new light into the original estimate and the salesman could've called this out which he did not. They left the light on the side of the pool in extreme heat knowing it would cause it to malfunction. Very disappointed that I am now going to be out another $600 to have the light replaced. I feel that the tactics use to get me to move forward with the remodel, we're not transparent, and unethical. Any potential for existing parts to malfunction should've been called out by the sales person and it was not. Had I known all of this before signing the contract. I definitely would not have chosen this company and would have went with one of the other estimates that I received.I  trusted Robertson Pools and their representative. I  believed what I was being told about no hidden cost and now I'm having to replace a parts that I feel they Robertsons ***** ***. had a responsibility in breaking because they left parts in extreme heat when they could use all other alternatives methods to that would not have caused the parts to malfunction. I sent pictures and even contacted the project manager about the parts being in the yard and nothing was done The additional $1800 was not budgeted and they did not tell me I needed a contingency fund. BEWARE
  

  Business Response

  Date: 11/14/2023

  Spoke with Mr. ************************* who indicated that the issues had been addressed with the consumer directly and, to their knowledge, there were no outstanding concerns. 

• Initial Complaint

  Date:08/19/2022

  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.

  Pool was completed on August 24, 2021 (water fill).
  There are several items on the check lists that they have not been completed/fixed.
  I have contacted the construction manager (Truett Weber) and he had come by (several times).
  We discussed at length and he confirmed that those items need to be fixed.
  But yet nothing has been fixed as of this writing.
  He said that he was going to talk to the sales person (Joe Cayton). That was June 6, 2022.
  I haven't heard anything from him. Texts and calls were ignored/not returned.
  Items that need to be fixed:
  1. The brown-out behind the pool was poorly done. Some are cracking/chipping and the surface is not professionally done (looks like unfinished wall)
  2. Exposed pipes and ground wire/cable. The excess pipe is exposed. The ground wire is exposed.
  3. The hot tub pipes are exposed (above the ground)
  4. The sprinklers pipes are exposed (after the crew fixed the sprinklers)
  5. One of the downspout gutter was crushed by equipment during construction and needs to be replaced

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Mr. *******,
  
  Thank you for reaching out to us regarding you list of concerns.
  
  While browning out the back of any wall gives a slightly elevated finish compared to rough concrete it still doesn't look at finished out as a wall or beam with veneer. Brown out is a similar application as stucco and will have some inconsistent divots, trowel marks and even chipping, which is considered normal for this application.
  
  During construction we did lower the grade behind the pool, at your request. This was done to give a more level finish vs. the planned slopped grade which would have allowed for more consistent future was run off. By grading this area slower and will limited slope it did expose and show underground plumbing and also the grounding wire. It was our understanding that you were going to have some type of deck or artificial turf installed outside of contract that would cover these exposed pipes. Alternatively, the only solution would be to have the grade leveled where it initially was which would once again hide the exposed plumbing and grounding wire.
  
  The only exposed vertical pipe we show based on our construction photos is on the back wall in between the spa and raised column with water feature. Due to the unique layout of your pool the overflow line had to be exposed. While this doesn't happen often it does occasionally, especially with unique geometric pools with numerous shifts in the designed shape profile. The only recourse or remedy for this would be the cap and remove this exposed pipe on the backside of the pool, however by doing this you would not have any overflow outlet on your pool which could lead to it overflowing in future rain storms. Obviously, this is something we would not recommend doing.
  
  We are aware of a downspout that was damaged during the course of construction. We are working with out contractor who works on gutters. Unfortunately, at this time they have not been able to source out a replacement downspout. We are still in contact with them and sincerely hope that this should be resolved soon.
  
  If you have any questions, you can contact the office directly at ************@RobertsonPools.com. We look forward to closing out your pending repairs.
  
  Robertson Pools
  
  
  Consumer Response /* (3000, 7, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I know how stucco should look like and this one is done unprofessionally.
  
  For the grading, after the pool construction was finished, the grade at the back of the pool was not returned to the original grade level (as before the pool construction began). It was raised higher. See attached pictures for the original grading before construction began.
  
  The designer of the pool should consider from the beginning how deep the pipes should be buried to compensate for the grading.
  
  Even with the higher grade, the grounding wire was already exposed.
  Now it's exposed even more. This create a safety issue. The wire is sharp.
  
  Regardless whether I will put turf or decking in the back of the pool, that's irrelevant, these issue should be fixed.
  
  I have been waiting for more than 12 months for the crushed downspout to be fixed.
  This is unacceptable.
  
  ******* *******
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  Mr. *******,
  
  I will have your Superintendent, Truett, get back in touch with you again to discuss these items with you. If he doesn't schedule a time with you prior to the end of this week (9/10) please let me know.
  
  ****
  XXX-XXX-XXXX Ext 0123
  
  
  Consumer Response /* (4200, 11, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi ****,
  
  I have not heard from Truett.
  
  ******* *******
  
  
  Business Response /* (4000, 13, 2022/09/16) */
  Mr. *******,
  
  It is our understanding that Truett has contacted you and has setup an appointment to meet with you next week.
  
  Robertson Pools
  
  
  Consumer Response /* (4200, 15, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  September 15, 2022: Truett Weber called and setup a meeting for Tuesday September 20, 2022 for him to stop by to go over the issues.
  
  It's Wednesday, September 21, 2022 today.
  He didn't show up yesterday.
  
  This has been our experience with Robertson's pool.
  Especially on the follow up issues on the check list (after pool is completed).