Complaints

• Initial Complaint

  06/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Billing for services not rendered. Supposed to have weekly cleaning and service of pool per contract. A technician hasnt been out in over 3 weeks, but still charging.

  Business response

  08/02/2023

  lease provide the dates of missed service.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint involves warranty services. My pool LED lights are burning out and need replacing. I have attempted at the beginning of the year to correspond with the owner *************************** about replacement. His last correspondence to me by text was 24 May 2022 and I quote, "I've had over 100 percent turn over of employees in each of the past two months. I be at your house Thursday." (Thursday would have been 26 May 2022...NO SHOW). Need my LED pool lights replaced as promised.

  Business response

  01/30/2023

  Good morning,

   

  We had turned this over to the supplier for warranty repair or replacement. They told us it was being taken care of months ago.  We will call **** today and schedule a time to inspect the lights and make the repairs.

   

  Thank you

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

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Apollo Pools installed a pool, completed on 3/6/20 with a 3 year parts and labor warranty on everything. My pool light has stopped working. They will not return phone calls, and Ive been texting the owner for over 2 months. It has been a complete run around, IF he responds. Ive also sent two emails, neither have been responded to. All Ive asked is for Apollo Pools to replace the light under warranty.

  Business response

  09/09/2022

  we have the warranty request from *******************************. His sales rep ******* spoke with him this week and told him we have  ordered the part . We anticipate the arrival the ***** of september 26 and will schedule the install within a few days once the part arrives.

  Customer response

  09/12/2022

   
  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.
  

  Although I was told weeks ago the part was already in and being scheduled to install weeks ago. Not sure what to believe anymore.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The contract between Apollo Pools, my husband and I was signed on 11/5/2021. The cost paid for new pool construction was ******. It's been 9 months since we have signed our contract. Presently, we have a concrete shell in our yard now for 6 months. **** and **** do not return your calls or emails timely. We had pavers piled in our driveway for 3 months. We have been told constantly, the electrician is coming so they can move forward in the project. However, this was stated two months ago and he has not shown up as of yet. You would think the company would call another electrician since Hillsborough County has more than one electrician in the county. They have provided the worst project management and customer service that I have ever seen. They do not show up to work on your pool like they say. They have dodge the project long enough. 9 months is not 24 weeks per the agreement. Please as a consumer, don't be like me and many others and hire this company. What they tell you is not at all true. ************************ and **** are constant liars. They have taken on more than they can service. This is the worst experience I have ever had with a contractor. Please do not hire this company.

  Business response

  09/02/2022

  This is my second attempt to respond. If the first response goes thru please disregard this one.

  Th work on this pool is in its 6th month. That is normal under these conditions. The screen cage is installed. The electrical final inspection needs to be completed. We will be out the wee of the 12th to continue working and expect all to be completed by the end of September.

   

  Customer response

  09/13/2022

   
  Complaint: 17896090
  
  I am rejecting this response because: they do not follow through timely on what they promise to do. In addition, communication lacks when asking for a update or feedback on the project. 
  
  Sincerely,
  
  ***************************

  Business response

  09/14/2022

  The response we sent is still accurate. We expect to be done by the end of September. That is 7 months from the start date, This is how long this work is taking due to current conditions. We will contact the customer if anything changes.

  
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  May of 2021 I signed a contract for pool construction. September of 2021 work started. Pool was dug in September. No one came to my home again until February for plumbing. Since February no additional work has been done. Someone called in April and said they could finish my pool in 4-6 weeks. The week of May 16th I was told again work would be done 3 weeks in a row. None of the things have been done. I have no pavers, footers or electrical.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/09) */ The job for Ms ***** is in progress. The pavers are on site. The bill for them has been on hold because they were delivered early. We were out last week and evaluated the job site. Work will begin there the week of 6/13 and continue as timely as possible. Material shortages are a real problem in the pool industry. Will will be keeping Ms ***** informed. Thank You Consumer Response /* (3000, 7, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) You ignore emails and do not return phone calls. In April I was told my pool would be ready in 4-6 weeks. Nothing has been done and it's two months later. Paul told me someone would be here three weeks straight is May and again it never happened. You lie to your customers. Business Response /* (4000, 9, 2022/06/14) */ I understand you're frustration. I assure you it is not lying. It is staff and scheduling issues. We are optimistic and eager to complete your job. The problems arise when we run into shortages in material, equipment and labor. I know people are tired of hearing it, but the pandemic is still a big problem for supply chain and materials. Not to mention labor. The good news is the footers work is being done this week, then the inspections, and then the pavers will be installed. We will do our best to keep the remainder of the process going as fast as it can. Consumer Response /* (2000, 11, 2022/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please keep me updated via email ***********@gmail.com about progress. Thank you

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My pool construction started April 17, 2021, however, there are still several uncompleted items. 1. The hot water heater has not been connected to the gas line. 2. back wall of waterfalls has not been stucco 3. According to the Hillsborough website the final electrical and pool final inspection have not been completed. I have called, emailed and visited the office numerous times and have been promised each time these items will be completed but as of May 12, 2022, they have not. Going forward I would only like communication to be through email, regular mail or BBB website. I do not wish to be called but instead need the work to be completed. I have paid in full.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/05/13) */ Thank you for the inquiry. We have you on the schedule for the week of May 17th to complete all of the punch out issues. The final inspection will be scheduled at that time. Consumer Response /* (3000, 7, 2022/05/18) */ Unfortunately, no one from Apollo pools ever came. Project incomplete after one year. Consumer Response /* (3000, 8, 2022/05/18) */ Hello, As always no one from Apollo pool ever came to complete the project. It has been over a year and the project remains incomplete. 1. heater Gas line not connected 2. Back wall to water fall not stucco 3. Final pool inspections not completed according to Hillsborough website Can you please reach out to Apollo Pool? Take care, * ***** Business Response /* (4000, 10, 2022/05/23) */ Thank you for contacting us. The work is scheduled to be completed the first week of June. We have been held up by the electrician. His work needs to be completed to call in the final inspection. It should all be done by that time. Consumer Response /* (4200, 12, 2022/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) We need a specific date when they will come to complete the remaining items. Additionally, the pool pump stopped working today. There seems to be no electricity running through it. Can you send someone to inspect it? Also, when it rains the pool does not drain. Can you send someone to inspect it? Business Response /* (4000, 14, 2022/06/09) */ Labor issues have slowed down this job. It is at the top of the list. we expect it to be completed very soon. I will contact the property owner on 6/13 with an update. Consumer Response /* (4200, 16, 2022/06/20) */ Customer Response taken verbally by BBB: They scheduled to come back out on 6-16-2022, but no one showed up.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Apollo Pools replaced my pool pump 5/2020.It went out in 5/21 and I was told the one year warranty had just run out. They charged me for a new pump. It stopped working in 01/2022.I have been trying to get them to repair pump since then. Cindy has told me repeatedly that she will talk to her manager and let me know when this problem will be fixed. She called me this morning and asked if I wanted a tech to come out and give me an estimate for the cost of a new pump. She stated that my pump was installed in 5/20. I reminded her that it was in 5/21 and is under warranty. After checking, she agreed that I was correct and she would talk to her manager. She seemed to forget our previous phone conversations. I need this problem resolved.

  Business response

  06/07/2022

  Business Response /* (1000, 10, 2022/05/23) */ Thank you for contacting us. I have looked into this issue., The motor is not the problem. The Housing is the problem. We have given the customer a price for the repair but she has not approved it. This is not the work that was done the last time. We will contact her again and review it with her.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pool over 14 months past initial completion date. Previous complaint sent by me with reply from Apollo Pools in Sept 2021 stating pool to be completed soon. It's been 6 months past the Sept 2001 promise to complete pool. Decking work needs finish, install of ozone system, and return of $1000 for pool (bottom upgrade which did not happen because AP could not source the bottom color/texture I chose so I was forced to choose standard finish. 6 monthe beyond the new "promise date" and 14 months past original promise date. No return phone calls. I contracted my home for sale and had to extend closing, which means I could have lost the buyer. This is called substatial harm. Will send certified letter to AP as per contract and will take necessary action from there. Also, there is a lean placed on my property either from Apollo Pools or one of their contractors for non payment. Yes my rinds the lien gets placed on the home not Apollo Pools. I have paid for pool in full.

  Business response

  05/19/2022

  Business Response /* (1000, 9, 2022/04/15) */ Good Mprning, We show this job is complete. All inspections are final and complete. The permit is closed. We filed everything needed and the customer was happy. He told us the house was sold. We are not aware of any unresolved issues. Consumer Response /* (3000, 11, 2022/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pool is not complete. I purchased a salt water system which it us not. It's a chlorine system. Also, I paid $1,000 for upgraded bottom surface, which AP could not source so I had to gi to Office over 6 months ago to choose from the standed bottom finish so AP owes me $1,000. I close on my home April 28 so no the home is not sold. 8ve calling the company to complain numerous times and have not returned my call. No, I am not happy.

*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. ↩