Complaints

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Suction pipe for suction pool cleaner cracked or broken, not working properly. Automated valve for water falls was not installed, ******* said he will fix the pipe and he said he would change the automated valve when it arrived. Its been about 8 months and he will not respond to our calls or texts.

  Business response

  02/14/2024

  Chase Whitney Pools 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 13, 2023, I contracted with Chase Whitney Pools of *****, ********** (Contractor #*******) to replaster/retile our small pool. The contract included chipping, replastering, retiling, all materials, labor, clean-up, chemicals, and a 5-year warranty. The contract price was $10,360.00 and has been paid in full.The specific problem(s) with this project is that dirt swirls and streaks are embedded in the plaster and there is a large stain at bottom of pool, (deep end), rust-like stains at inflow jets, and grout falling out around the tile. On May 6, after numerous calls and text messages discussing our dissatisfaction, ******************** agreed to remedy the situation and acid wash the pool, along with regrout areas where it was falling out. On June 9, ******************** returned to do the work himself. The acid wash was finished in mid-June and pool was refilled. On June 30, the dirt swirls, streaks, and ring at deep end of pool remained and now there were two new rust-like stains near the inflow jets. I texted ******************** expressing our dissatisfaction with the work. Finally on July 7 he returned to acid wash and scrub the swirls, streaks and ring around the bottom of pool. After filling, he did not replace chemicals and told us to have our pool service man add. To date he has not reimbursed us $375. The acid wash did not remedy the problems. Still not satisfied, I texted ******************** on August 18 asking that he repair these problems. ******************** asked that we "wait a year to give the stained areas a chance to wear off. I stated that I did not think waiting year would help in removing the existing stains, streaks, and swirls. I have tried numerous times to contact via email, phone call, and text. ******************** has not responded to date. I drove to ***** to speak with him but could not find his place of business. On December 12, 2023, I sent a certified letter informing him that I would be contacting BBB after January 12, **** if no response.

  Business response

  01/28/2024

  We have given ****************** instruction on how to proceed moving forward. The *************** does not allow home owners to drain water more than once every 3 years. We asked ****************** to go thru one summer season a time period of one year before we approach the city to perhaps receive an exemption if necessary. We had a pool plastering professional look at the pool on original complaint and seen no issue with plaster finish. ****************** hired his own pool service person to perform a start up on the pool without our authority. When another individual gets involved with the process it leaves the warranty void for we do not know what was performed with his service.  Regardless of that activity we are trying to work with ****************** on satisfaction of his pool project. We ask he stay on the outlined time line we have set. 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Chase Whitney Pools built our pool approximately 2 years ago. Approximately 2 weeks ago, our pool maintenance company discovered small holes forming in the plaster. He contacted a business associate who plasters pools. He stated this should not occur and needs to be repaired as soon as possible. The holes will continue to get larger. I texted *******************************, owner. He did not reply. I called *******. He did not answer nor did he return my call. Our contract requests arbitration. I cannot arbitrate if I cannot communicate. Can you help me? I dont want this to end ** in litigation.

  Business response

  10/10/2023

  We have contacted ******************* about her conserns and have set a time to assess. 

• Initial Complaint

  09/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When we first started pool, he came out right away told us how much it would be and what we needed so we went through the process signed papers and started going through the loan from there he forgot about adding our self cleaning system, which we had to go through a whole different process and didnt end up putting one He told us our pool would be done a certain month, unfortunately it wasnt. We had to keep pushing on him because he kept forgetting to running power and connect pipes We even caught a huge mistake he forgot to connect the drains electrical and water supply. I also had to dig out the pool entry step ourselves because he didnt dig it out before rebar and didnt have time supposedly to come out and fix it . I had to dig out the drain pipe. I had to dig out the gas line because he forgot about that and tried charging me more. I have all the texts and he hardly responded to any of them. We had issues once the pool was completed where the step was too far down, one step was not even supposed to be there and weve had people fall In the hot tub weve had issues with the lights weve had issues with the heating weve had issue with the color of the pool and now the filter is even worse than it was from day one when he brought it already looked used. He said it wasnt but I believe it was, it was leaking. He tried to fix it on his own. It didnt work now its completely useless and my pool is turning green and I cant turn on pump Ive tried contacting him. *** tried leaving a messages *** tried leaving and voicemails. He never responds to me unless I use somebody elses phone then trys to throw in my face that hes only answering the phone because it might be a potential buyer, so he knows Im calling, but hes not willing to give me an answer, I tried getting these things fixed within the first year and now that its almost two years Im supposedly Im out of warranty and still getting ignored or if he does answer it the run around

  Business response

  09/18/2023

  I have connected with ***** and made arrangements to try to remedy the problem. The part is no longer under warranty. I'm trying to get the manufacturer to extend the warranty but have had no success. He does not want to pay out of his own pocket and wants warranted. He has called me relentlessly one call after another one min after another. I am still trying to help and get everything worked out. 

  Customer response

  09/21/2023

   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.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired ******* ******** (Chase Whitney Pools) to build a customs pool and spa back in 2020. Chase Whitney Pools exceeded the deadline for multiple months and has yet to complete the project. ******* continues to avoid my request for his company to return and complete my pool. 1. Auto fill is not operable, 2. Poor start up, causing the plaster to cause bodily injury to patron and small children. 3. Damaged concrete around the pool decking. I paid ******* in full cash payment and my pool is still not completed.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Mr ******* cut corners in doing our project pool we asked him numerous of times to fix it right and it's still the same way which we spent 25,000 to do also we paid a extra 2500 for plaster and that also was a disaster he says he's gunna fix it right like we asked and nothing yet but yet he's been paided in full we just want the jobs done right to our satisfaction

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contact, ***** ******* pool to build a pool in my house which they did, we signed a contract this project start in November, we are in august and this guys haven’t finish yet. I pay them everything just like the contract says, on the days that the contract says. ***** ******* pools get all the money for the pool but they dis not finish the project, my spa is draining the water to the pool I spent over $50,000 for this project. I’m calling ******* the owner for a several weeks now and he did not answer me my calls or text. I have pictures, videos, text Conversation with him, as a proof that he did not finish the job.

*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. ↩