Complaints

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a pool installed by Bomanite Concrete and Pools during 2023 that was damaged during the installation process. The pool manufacturer, San Juan Pools has been unresponsive in my attempts to have the pool gel coat repaired. There were multiple scratches, stains and buffs marks to the fiberglass pool during and after installation. The pool does not look like a new pool and the finish (gel-coat) has been damaged. Pool construction was completed in May of 2023. We've been waiting to have the damage repaired since then. We have attempted to reach the San Juan Pools company in *******, **, but have been unsuccessful. Most scratches were "repaired", but large buff marks remain. There are still chips, stains and scratches in my $122k dollar pool which is unacceptable.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  San **** Pool installed in 2021 in *****, **. The pool was delivered with 3 cracked tiles, the tile line in not level (there's a dip of approximately 1/2" in the tile line, not straight), stress lines have appeared around the sitting area on both sides, stress lines have appeared around the steps on both sides, 2 cracks have appeared at the base on the steps. One sidewall of the pool has ripples in it. Portions of the pool at the steps, the sitting area and the shallow area shutter if you stomp your foot. (indicate inadequate backfilling under the fiberglass pool. Still waiting for the repairs to be done. We keep getting pushed back on when this will happen. This has been going on for over a year now. We need our pool repaired.

  Business response

  11/07/2023

  In response to this complaint, we would like to clarify that San **** Fiberglass Pools did not install this pool.

  We manufactured the fiberglass shell that was installed by Padre Pools. The pool has a manufacturer's warranty that we intend to honor. In that regard, we already sent a repair crew to the area intending to repair the issues with the fiberglass shell at the request of Padre Pools. To my understanding, ************ Fiberglass Pools was told, by the customer, that they did not want the repair done at that time.

  A new repair order was submitted recently, and we are responding to it. The repair crew expect to be in the  area, and that the surface cracks to the pool shell will be repaired, within the next few weeks. The crew will determine and address any other warranty issues that *** be present at the time.

   

   

  
  

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