Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We signed the contract to purchase a pool in May of 2021, they said pool would be completed by November of 2021. After months of not responding to our calls they finally mostly completed the pool in May 2022. We have been calling since then to get them to complete the punch list which they finally did August 10-11. Sometime between 8/13/2022 and 8/16/2022 the pump quit working. I have been calling several times a day leaving messages on every extension asking for someone to come look at the pump but can not get anyone to return my calls. We are not able to use the pool because we are unable to clean the water or balance the chemicals since the pump is not working.
Business response
10/10/2022
*** and *****,
In April through May of this year, the old owner was in the process of selling the company, which had caused some issues internally; communication being one of them. Looking at our call log, the last time we received a phone call from your number was on 5/5/2022 which was answered by our new owner, Lewis. I am glad to hear that we were able to finish the punch list for your pool, but I am a little concerned because we have hired a couple people to help answer and route calls to the correct department. It’s rare that we miss a call these days, so your claim of calling several times a day and leaving messages on every extension seems inaccurate or at least misplaced.
We are happy to come out and verify the functionality of the pool pump. However, I also show that we have not received the final draw from completing your project. I’d like to put a warranty work order in to come check out what it is doing. If you could please return my phone call at (************ (ext ***) I would appreciate it.
Kind Regards,Customer response
10/12/2022
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.
Sincerely,
******** *******
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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.