Complaints

• Initial Complaint

  11/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My pool is 7-8 years old and has had numerous bubbles in it that began to pop. When the new pool company came out to resurface my pool, they said my pool is too new to be having these issues and then they found that there was no drain to the outside. Both drains were going toward the filter so the new company had to drill a hole through the bottom of the pool in order to drain the water that has been sitting underneath the pool due to the bubbles I want Champion Pools to pay for the resurfacing due to their negligence and errors. Ive called but the number just rings

  

  Business response

  11/14/2023

  It appears from ********************** complaint that her pool had reached the recommended life of the manufacturer's warranty and needed to be resurfaced.  Due to the ground water table in South *******, the design engineer requires that we provide dewatering options so that a homeowner can safely drain their pool without fear that it will pop out of the ground.  As with every pool we build, her pool has an 8-yard rock bed under the pool with a 2" ******* line running from the rock bed back to the pool equipment.  In additional to this we installed (2) 9" main drains tee'd together along with one clean out plug in each main drain.  By removing one of these plugs, a pool professional can set up a sump line in order to safely drain the pool for plaster or a dewatering pump can be set up using the 2" ******* line at the equipment.  Al of these measures are in place in order to drain the ground water from underneath an empty pool so that it doesn't pop out of the ground during the replaster process.  The use of any one of these two options would have allowed the plaster company to safely drain the pool to replaster. I have been in business for 30 years and never have I punched a hole in the bottom of a pool in order to replaster it.  I now am questioning the qualifications of ************************ pool plaster company.  I operate a fully staffed, highly respected pool company with a state of the art answering system.  ******************** was a customer in good standing who only needed to call my office and leave a message and I would have been more than happy to have sent a representative to her home to inspect the situation.  Due to the above, I have no intention of paying to resurface her pool as the only negligence I see here is on the part of the homeowner for not reaching out to me earlier.      

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into contract with Champion Pools and Spa to install a new pool and spa in August of 2020. Champion completed the install in August of 2021 of which my warranty period began. My first issue is when the pool was turned over it was not completed as designed (Did not install the umbrella sleeve at the Jacuzzi) I work months with them to get it installed and it never happened, they sent me a portable stand instead. My current issue involves a warranty claim, a few months after the pool was placed in services it developed several stains in flooring of the pool. I reported this to Champion in Early February and they agree to resolve the issue. It has been 4 months and no one has been to my house to evaluate the issue, they refuse to return my calls and do not respond to my emails. I stopped in to speak with them in person two weeks ago and they said it would be taken care of right away. Since then I have not heard from them, and they continue to not answer my calls or respond to my emails.

  

  Business response

  05/31/2022

  The umbrella sleeve is a no charge item we try and provide on all of our sundecks.  If memory serves me correct, we were unable to install the standard sleeve, as the pool steel interfered with its placement.  Instead, I bought and provided him with a quality deck mounted umbrella stand in its place.  As far as the pool finish goes It is a lie to say we have ignored the problem.  I called the applicator responsible for the pool finish but due to labor shortages they are far behind in their warranty work.  As a result, I hired a subcontractor to dive the pool and inspect the white spots.  He was able to physically remove some of them, but they are too numerous to remove all of them.  I have a call out the material rep to get his comments before I call the applicator again.  We are hoping for an inspection soon.     

  Customer response

  06/01/2022

   
  Complaint: 17173799
  
  I am rejecting this response because: No one has been to my house, nor has there been any attempts to remove spots. If anyone did come it was without our knowledge and there was no report out or communication to tell us what actions were being taken. In the responders note, he said they attempted to remove white spots, white spots are not my issue, we have what appears to be dark ***** rust stains. So maybe he has me confused with another customer. 

  A simple phone call to discuss the issue and to let us know what their plans are to resolve the issue would go a long ways, but they do not ************* and has not responded to my emails since March 29th.

  Sincerely,
  
  ***********************

  

  Business response

  06/01/2022

  I am sorry if the consumer does not like my response.  Businesses are short staffed (respondent included) and we are doing the best we can do given the current economy.

  Customer response

  06/04/2022

   
  Complaint: 17173799
  
  I am rejecting this response because: the contractors response is a commit, not a solution. I get it that businesses are busy, but I submitted my warranty claim in January, its been 5 months with no actions taken. All I ask is that someone reach out to me and let me know what the plan and timing is to resolve the issue. 
  

  The contractor made reference that resources are limited and thats the reason it hasnt been resolved. Im confused because I talked to the gentleman that services my pool (JMC Pools) who Is affiliated with Champion, he submitted my original claim and said it was an easy fix that they could do and said I would have to work through Champion and not directly with them. He also shared with me a couple weeks ago that they have the tooling and equipment to executed the repair fight away, but until champion authorize them to do it they cant, he said champion has to agree to cover the cost.

  I propose that if champion has resource constraints, allow me to work with another contractor or JMC and to have the contractor submit the invoice directly to Champion, Im sure I can get it done right away.

  Thanks

   

  
  Sincerely,
  
  ***********************

  Customer response

  06/28/2022

  the issue has not been resolved, a technician showed up three weeks ago to evaluate the issue and indicated he would be back that Saturday once he confirmed some information. The technician did not come back and the issue still has not been resolved.

  Thanks

   

  

  Business response

  06/29/2022

  The deck has been repaired.  We have requested **** with ********** to inspect the plaster stain.  

*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. ↩