ComplaintsforTurner's Pool and Spa, Inc.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Concrete work was done 9-23-2022 and pool was covered by turners for winter. The concrete is already cracking and when they installed the ladder anchors they put one of them too far in the concrete and it makes it hard to get the ladder in and out and also puts the ladder on a angle. I have had multiple appointments with turners and they have yet to show up for them. They then gave me a number to a concrete guy and he said he is too busy to come fix it. This job cost me almost 20 thousand and its already cracking and need to be fixed. It hasnt even been a year yet!

  Business response

  05/22/2023

  The concrete subcontractor has resolved the issues. Homeowner is satisfied.  

  Customer response

  05/23/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  07/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a home warranty through American Home Shield. I pay a 100 dollar deductible and they provide a contractor under that contract. ****** made an appointment with me and the day of the appointment, attempted to charge me an additional 565 dollars to perform the work. This is not allowed under my contract and was a despicable attempt to get money out of me that they did not deserve. They never came to my house to do an assessment of the problem which is required and filed a false document that they had done so.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Turner pools was notified in April 2022 via email regarding concerns with our vinyl corner of pool separating from cement leaving a gap. It isn’t anchored in spot correctly. Pool was complete June 2021. We also have questions about other areas of concern such as caulk from buddy seat coming off already & holes drilled by Turner Pools for pool cover that some spots are done horrible. Karl replied that day in April acknowledging the vinyl part of pool could use a little work & he would stop by whenever (no specific date given). We emailed him weeks later asking when he was going to come by as he never stopped by & he last replied on May 25th saying he is short handed to please remind him in a week or two. We reminded him like he asked & this time no response. Here we are in later part of June & we haven’t seen or heard from him after many attempts. Even though he is short staffed he should be able to return an email & set up a date on the calendar to stop by like he said he would. We would like the vinyl piece to be fixed correctly & we had questions about other areas of concern as stated.

  Business response

  06/28/2022

  
  Turners Pool and Spa will be available to meet with the homeowner 
  on July 18, 2022 at the homeowners residence to address any issues or concerns. Thank you for your patience. 
  ETA: 12-1

   

  Customer response

  07/05/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID 17448586, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  Regards,
  
  Edward ********
  
  
  
  

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Turner Pools & Spas, ***** ****** ** ***** *** *************** ** ****** ************ replaced my swimming pool pump a few weeks ago, the pump has not worked since they replaced it. I have placed several calls to this business, several days in a row, as well as left multiple messages and they will not return my phone call. Meanwhile I have had to buy another pump and would like to be reimbursed for it. Thank you in advance for your immediate attention to this matter.

  Business response

  10/08/2021

  Turners Pool and Spa has ask the homeowner to contact AHS regarding her

  pump issues.  Turners Pool and Spa also ask AHS to transfer vendor.   If there is an issue 

  with the pool pump that was installed, homeowner will need to contact AHS to start a recall dispatch. 

  Turners is not responsible for reimbursement of labor or materials.  Homeowner will need to contact her

  home warranty company. 

  
  Thanks.

  Karl T*****

• Initial Complaint

  10/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  unacceptable work from turners pools. see attached photos and complaint.

  Business response

  10/18/2021

  The issues will be addressed this week with homeowner. 
  

   

  Business response

  11/09/2021

  Issue have been resolved.  Complaint satisfied. 

• Initial Complaint

  08/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Turner’s Pool & Spa put in my pool this year & they gave me a written quote, not an estimate, to close & cover my pool for the winter & for a cover for my pool. I agreed to that price & after the work was completed they gave me a bill for ******* more than the original quote. I have video & email proof that they never discussed any changes in price, or gave me any change orders for any supplies or labor adjustments until after the work was done. Now they are threatening me if I don’t pay the extra. I would never have agreed to the price they are billing me for if I knew ahead of time. They also took apart some of my patio pavers & drilled holes into some of my wood without my knowledge or permission while they were covering the pool. I paid in full the total that was originally quoted to me, but Turner’s is still billing me for an amount that was never discussed, nor agreed upon. I am attaching the original quotes, and I can send any additional emails or videos you need.

• Initial Complaint

  07/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Turner Pool and Spa was to fix and / or replace the pool filter. This was contracted through our Home Owner’s Warranty. They conveniently charged us the $*** but never came to the house and closed the case. In addition, when you try to call them to get a response, the voicemail box is full and no one answers the phone during normal business hours. The fraudulent activity needs to be invested and someone needs to determine why/how this is allowed to happen.

  Business response

  07/09/2021

  The h/o needs to contact American Home Shield for a refund.

  The h/o has not given Turners Pool and Spa any money. 

  Turners is a service company for AHS, that is running 

  behind in scheduling.  
  

  
  Thank you,

  **** ******

  Customer response

  07/20/2021

  
  The response back from **** ******, Turner Pool and Spa is unacceptable.  Turner Pool and Spa continues to close out the complaint, they do not respond and have not tried to resolve these issues.
  
  Their voicemail is full.  You cannot reach them.  They are completely unavailable making it very complicated to resolve any issue.  In addition, ****** team continues to close out the complaint when they have not even come to the house.
  
  
  
  
  ***** ********
  SVP, Solution Delivery
  ************ - Desk
  ************ - Cell

• Initial Complaint

  05/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have had problems with Turner’s Pools and Spas since last year. It began when we had a leak in the pool; they told us that we needed a new liner. Foolishly, we listened to them even though the liner was only two years old. They drained the pool & we purchased a liner from them and they installed it. It leaked all summer - despite having a brand new liner. We had to add water every day. They couldn’t find a leak in the lines. At the end of the season, they drained the pool again and found a plastic part in the main drain that was cracked due to someone having put a screw threw it. We had them close the pool in October - they did a terrible job closing it. We weren’t sure that there would still be water in it in spring. They came to “open” the pool on May 11. They basically took off the cover, put in a hose, the ladder & turned pump on. They are charging $****** for that - including chemicals they did NOT add. This is the last straw. Water is filthy. They will not return calls or ema

  Business response

  06/03/2021

  Turner Pools opened the said pool. The services that were mentioned above are part 

  of our pool opening.  If additional services were needed, there would have been an additional cost. 
  

  Turners will adjust the bill if Ms. ******** feels that the chemicals were not added

  to her pool.  The charge for the pool opening without chemicals is $******.

  Customer response

  06/03/2021

  Pool was a mess from the way they closed it in the fall. I assumed their opening would resolve the closing issues. They did not add chemicals at opening, and if they had added the proper chemicals at closing it would not have been such a disaster in the spring. Also, they charged me thousands of dollars over last summer and it still has a major leak. 
  
  
  
  
  
  
  

  Business response

  10/12/2021

  The 2021 pool opening bill was adjusted because the homeowner said that the chemicals that were added at the pool opening were not added to pool. The balance still due for the opening without the pool chemicals is $******.

  The 2020 pool closing and chemicals are not related to the homeowners water not being clear when it was opened. The homeowner has a mesh pool cover that allows fine particles, rain water, snow and ice to drain into the pool over the winter months.  The pools with mesh covers requires additional clean up when compared to the solid pool covers.

  Homeowner’s pool leak is not related to the pool liner that was installed in 2020.    Homeowner stated that the pool leaked prior to installation of the new pool liner. Turners has troubleshoot the leak of liner and found no leaks in pool liner. 

  Customer response

  10/21/2021

  
  
  

  We were at a campground in Maine when on October 13 when I received BBB’s email regarding this complaint against Turners Pool and Spas so was unable to respond until now. Unfortunately you closed the case. People should be warned about the practices of this company. We should probably amend this complaint to include the cost of an unnecessary liner replacement, thousands and thousands gallons of water and hundreds of dollars of chemicals.

  
  

  
  

  We first called Turner’s in May 2020 because we saw that there was a major water loss when we opened the pool for the season. Turner’s crew came to our home and determined that the leak was in the liner. We told them the the liner was relatively new, but they insisted that we needed a new liner. We ordered a liner from them and had them install it. After adding 800 pounds of salt, ******** of dollars in other chemicals, and thousands of gallons of water it still had a major leak. We paid Turner for pressure testing, sonar testing, etc. - and had to keep adding gallons of water during the entire 2020 summer. 

  There were numerous emails back and forth from Turner. Some scheduled appointments were just skipped by them. One time, the workers sat in the Turner’s truck in front of my house (had company that day who witnessed this). We waited to see what they had to say, but they sat there and DID NOT enter my yard. 

  We have copies of the emails, bills and responses from this company and numerous photos that were sent to them. 

  In October 2020, the pool was still leaking. They drained the pool for the second time. They found that on installation of the liner, one of their workers had put a screw through the ring in the main drain cracking it. One of the workers said that the owner, Mr. Turner would come back the next day and further check the main drain by putting some dye in to see where the leak was. Mr. Turner never showed up. The dye test never happened and they refilled the pool again and put in a vacuum to pull the liner back to the walls. More water wasted. They left us with instructions to turn off the hose when the water reached 4” in the shallow end. Turner sent a crew to close the pool in October.

  By this time it was mid October and the pool had a lot of leaves in it. The crew came so late in the day, we thought it was going to be another no show appointment. On arrival, one of the workers patted his belly and said something like I can’t believe I just drank 6 beers! When he realized what he said, he amended it by saying I mean ********** root beer. They quickly slapped on the cover and shut down the pump. They didn’t do any debris removal and added no winter chemicals, but Turner billed us for chemicals. When we called to say no chemicals had been added, they sent someone out who picked up part of the screwed down liner and supposedly added something. We knew the pool would be a mess in the spring, so we called them in early May 2021 to come and open it. It was a bug and algae infested swamp! The two men that came removed the cover and started the pump and asked for a payment of over $*** for their few minutes work - and, NO CHEMICALS. We asked the older worker about adding salt and chemicals and cleaning. The man said he didn’t clean pools and chemicals couldn’t be added until the leaves, etc. were cleaned. It took us weeks and hundreds of dollars to clean up their mess. After all that, we still had a leaking pool. 

  Another company has determined the problem was in the main drain. Turner never bothered to check it and sold us a liner we did not need. 
  
  

  **** ********

  Sent from my iPad

  Business response

  11/09/2021

  
  The 2021 pool opening bill was adjusted because the homeowner said that the chemicals that were added at the pool opening were not added to pool. The balance still due for the opening without the pool chemicals is $******.

  
  The 2020 pool closing and chemicals are not related to the homeowners water not being clear when it was opened. The homeowner has a mesh pool cover that allows fine particles, rain water, snow and ice to drain into the pool over the winter months.  The pools with mesh covers requires additional clean up when compared to the solid pool covers. 

  
  Homeowner’s pool leak is not related to the pool liner that was installed in 2020.    Homeowner stated that the pool leaked prior to installation of the new pool liner. Turners has troubleshoot the leak of liner numerous times and found no leaks in pool liner. 

*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. ↩