Complaints

• Initial Complaint

  02/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed contract for new pool construction early 2022. Dug the pool, severed gas, irrigation, gutter lines, shattered driveway in multiple areas from road to yard, and concreted pool. Pool deck tile installed on sand in 08/2022, never sealed; sand has dissipated, tile shifted, weeds and ants have taken over leading to more damages. All work stopped in 08/22 despite weekly promises to work from ****, the owner of JE Clear Pools. **** promised in writing a 5-7 mth timeline from start to completion in our pool construction. Obviously, that timeline has come and gone. He gave an addended timeline (another promise in writing) to be completed by 03/23. Again, this timeline is not possible as we have had no pool work in over 5 months. The construction remains far from complete despite payment and signed contract.

  Business response

  02/15/2023

  Hi we have been working in the property again, we have been short staffed and have given them a timeline that pool was going to be done in March. We have done the electrical, pool equipment and lights. Will be doing waterline tiles and interior by next week the latest and should be ready to swim in pool. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company resurfaced our pool and has been servicing it since. The pool has become discolored what appears to be mold has started growing in it. They have started using chlorine to treat a salt water pool without adding salt. We've attempted to contact them via phone and email with out anyone returning our calls/emails. We were informed that there was a 25 year warranty against discoloration yet its only been 2 years. We have withheld payment for services until we can ensure the services are being performed as agreed upon. Yet they refuse to contact us other than sending a bill each month.

  Business response

  02/22/2023

  Hi we took care of the issues with this pool and customer is satisfied. 
  

  
  

  Customer response

  02/23/2023

   
  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 currently. I reserve the right to file a new complaint if issues arise again and/or the company is non-responsive to answering calls/emails. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract for the complete installation and start up of a residential swimming pool 1/31/2022 with JE Clear Pools. They said they would complete the job within 8 months. 10 + months later they still have not finished nor do they show any signs of doing so. They have, on no less than 5 occasions past the due date, provided promises to do work only to not show or call. Nor have they responded when questioned as to why they didnt show as promised. Based on the plans the pool deck was supposed to be two feet high with 3 tiers. This was not done and instead of having rework we accepted the mistake and asked them to finish on time which would've been September 30th.The remaining work is to supply and install the filter pump and heating equipment; finish the interior of the pool; and provide and and install the enclosure around the pool.They have also damaged my ac unit which requires remedy and made no effort to rectify the issue. We requested a plan for completion and they have failed to adhere to the plan. We asked for the date the screen enclosure was ordered and have never been given the information. We have paid all but one installment which is not due until the completion of the pool.

  Business response

  12/08/2022

  Hi we are working hard on getting your pool done, unfortunately we have had delays with materials and labor, due to 2 hurricanes screen company got behind and materials are in back order, we will finish the job like every other job we start, its just going to take a little bit more due to unforeseen circumstances as noted on timeline. Thank you.

  Customer response

  12/08/2022

   
  Complaint: 18519132
  
  I am rejecting this response because this is the same excuse we are given each time they miss a deadline and do not show up as promised with no communication as to why. Since the pool was to be completed prior to either of the hurricanes that excuse simply doesn't ring true and appears to be just another promise to be broken.

  I  have requested revised schedules as they have missed deadlines only to have those requests be met with silence.  Then when pressured and schedules are given, they simply do not show up and they do not call as to why. 

  This is the same thing JE Pools has said for months. If necessary I can provide texts and emails of promises to show up and do the work required to get this pool finished except they don't show. They did come in November on 2 days for a total of 3 hours. That is not sufficient nor does that make me feel that they are working in good faith to complete the job.
  
  Sincerely,
  
  *****************************

  Business response

  06/19/2023

  Hi we have finished installing the equipment. Will be installing interior of pool next week and after that comes the screen and we are done. 
  

  
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired and paid JE Clear Pools to resurface my existing pool and replace tile around the pool. They started at the end of April 2022 completed the tile and resurfaced the pool three weeks later. **** who is completely unreliable came once or twice to add more acid after. By end of June I was told I could add salt into the pool. After the pool was finished I checked to make sure everything was back in working order and noticed the pool light no longer worked and the three year pool heater was just gurgling water and not turning on. I called **** and he said he would be there that day, after two ******************* did finally show up he questioned me whether the light and pool heater ever worked, as if I was not being honest, I ensured him the 3yr old pool heater and light work fine prior to JE Clear pools starting their work. They never even replaced the return fittings on the jacuzzi and pool jets since they removed the original ones, they just left the pipes coming out of the walls. I had to purchase them myself because my 3 year almost got his hand stuck in one of them. After getting the run around for a few months I had my local pool come out to inspect the heater and they said pouring that much acid in a pool at once would surely ruin the heat exchanger in pool heater, I had another company come out and said the same exact thing. Calling JE Clear Pools office is useless, ******* answers and acts like he doesnt know anything, says he will get back to you and never does. Now supposedly they have ordered the replacement parts for pool heater in September and ETA is two weeks, from what **** said on October 17th, today is November 20th and havent heard from company. I asked **** if he can send me invoice showing the replacement heater parts were indeed ordered, he said if I can get them faster to order them myself and they will reimburse me, I was never provided a copy of an invoice. I do not have any confidence JE Clear Pools will repair what they broke and now dont have pool heater and pool light for family to use the pool. Do your due diligence.

  Business response

  12/08/2022

  Hi we are just waiting for the part to come in to replace the damaged part of the heater, there is a long delay on pool heater parts. we should have this fixed no later then end of next month. 

  Customer response

  12/13/2022

   
  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. However, they stated they ordered the part in September and I asked for proof that it was indeed actually ordered but never received any information validating it was ordered and part was on back order. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted to put a new pool in my home. I have paid in full $80,000 per contract and I cannot get him to complete the pool and fix the many issues still remaining including my equipment I paid for already..i have giant canyons of soil gone in multiple places, decking and coping that is in horrible condition with cracks, chips and stains all over.lights different colors, the pool finish is the incorrect finish. I have called and texted 100 times and the answer is always i will be there next week. I and 16 months since I paid and signed a contract.

  Business response

  10/25/2022

  Hi first of all I havent received any complaints from this customer, this is the first one i see. The pool has been in use for months, we have finished pool and waiting for automation device to arrive. We have been out several times to address customers complaints, unfortunately they have an ongoing construction behind the pool that hasnt been done and this affects the decking also not having the downspouts running to outside of deck area has created some parts of the deck to settle. We have drained pool and acid washed to make customer happy. Things left is the automation that has been on order for over a year and we can not replace for another device due to the equipment already installed. We did install a normal panel so customer could use the pool. And this has not been paid for being an extra device that we have furnished and installed. Please understand that ***** and other circumstances have delayed the world from supplies and services. I hope this responds your concerns. Please contact me if you have any questions. Have a wonderful day. 

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have never filed a formal complaint or posted a bad review but I feel the need to warn everyone about this terrible company since our experience has been such a nightmare. We have built 4 custom homes and have never experienced such incompetence. We were told our pool would take 6-9 months because of Covid and all of the supply chain issues. We were fine with this even though our last custom home build only took 9 months. We are now approaching month 15 with no end in site because Jose the owner is so dishonest and incompetent. He lies to us continuously. In fact as I type this they are supposed to be literally completing our pool project today. The amount of work left to do for that to be a reality is ridiculous. This is just another one of the MANY lies we've been told. Jose sends one person at a time to complete a portion of one project. They show up late afternoon and spend about an hour doing one little thing so Jose can claim work is getting done. This is after you wait week after week with nothing getting done. Once they finally complete a project, the work typically has to be redone because it's been done poorly. The amount of rework they've had to do is too much to type out. I don't imagine he will stay in business much longer because he's dishonest & has no clue how operate his business. We just want our pool project finished and work done correctly. Any help would be greatly appreciated.

  Business response

  08/19/2022

  Business Response /* (1000, 10, 2022/08/03) */ Business response taken verbally by BBB: We have reached out to the homeowner directly and resolved this issue.

*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. ↩