Complaints

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over charged me offered the same product for $42.00 In ****** In.

  Business response

  07/25/2024

  The customer's complaint is that he came into our store and purchased a product that was priced higher at our store than it was at a completitors store or online.  We provided him with the product he wanted and good service.  He did not have to buy the product, but chose to. We probably have other products that cost less than what our competitor offers as well.  I think it is a bit unusual to file a BBB complaint against a business because a customer choses to come in a buy a product that he wanted and was happy with and then later found somewhere else cheaper.  We are a small town business and are not as large as othe companies.  Larger companies have greater buying power and may be able to purchase products for less.  We do also, because we are a smaller company, make sure our team members are certifited by the Pool & Hot Tub Alliance and can offer a higher level of service with a greater knowledge base than some larger companies can.  He chose to come into our store, he chose to purchase the product while here, he later found the product for less and is now writing a negative review on the BBB website.  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The safety cover on pool was not operating correctly upon their 2020 installation. We made many calls, sent emails, and mailed letters to Clarity pools asking for assistance. Manager ******, employee ******* and even owner *** told us several times, they would correct the out of alignment safety cover. They never corrected it, and the following spring of 2021 the cover ripped. We again made several calls to clarity requesting help. They did nothing. In Spring of 2022 the cover ripped more because issue was not fixed. During summer 2022, cover frayed exposing rope and would stop in track. They promised to ******* webbing to cover upon closing pool in 2022. They closed pool in the of fall 2022 but did not repair cover. 2023 Spring season, the cover tore completely away from rope and cover fell in pool. They said they would remove cover and send it in for repair per the warranty. We were unable to use the safety cover for safety. They never removed cover, never sewed webbing or attempted any temporary repair. Nothing. The sliders attached to cover's rope were compromised because of the torn cover, causing the replacement of sliders. The cover and sliders were under warranty for the three years when the issues started. Now the warranty has expired and they have yet to honor their word of repairing or replacing the cover. They installed the cover and it was their responsibilty to fix it. They did not fix it and further damage occurred. This is a safety cover. Safety from entering pool while unoccupied. Also if it is walked on, it would not collapse. But it was non operational as a SAFETY cover. Bad business and unkempt promises of repairing their error have caused mega stress. The Warranty would have covered all of the defects but they failed to do anything. It will cost us out of pocket minimum $10,000 to replace the cover and minimum $100 to replace sliders. Not including labor. If they would have fixed it in 2020, all of the could have been avoided.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had the pool built in fall of 2021 with Clarity pool. It is fiberglass with automatic cover. During the build they did not have the right kind of switch for the pool light and said they will replace once they have the item in stock but still has not replaced yet despite telling them multiple times. they will say they will take care of it and then forget. Now to the main problem. After opening the pool this spring in May, I saw the tear in the pool cover when the cover did not close properly. I contacted the pool Owner *** via the text message with picture/video. He said the cover will need to be replaced and takes 3-5 weeks to come and they will replace once it is back. I had couple of text message back and forth with him and also told him I will be out of country in **** to which he said, that should not be a problem and they will replace even when we are not home. The month of **** is ended and the cover is still not replaced. He stopped replying to my texts and my call. My wife called him and spoke to him and he said that there was some production issues in the pool cover company and that the cover should be replaced in few weeks as soon as we get it. Few weeks went by and since the cover was still not replaced. My wife texted and called him with no reply. She then called the pool store which initially had no idea but returned call after likely talking to *** (owner ) and reassured that this will be taken care of. However August is about to end and the cover is still no replaced yet. So I called him again and left a voice mail today but not hopeful that it will be returned. So I am looking at avenues to help me get the situation resolved.

  Customer response

  08/30/2023

  The pool cover is under warranty as it is less than 5 years

  Business response

  08/30/2023

  We do have the cover on order and as soon as it comes in, we will install it.  From what I have been told by the manufacture it will be here the week of 9/11.  We have kept the family in the loop as to the status of the cover and assured them it will be replaced as soon as we receive it from the manufacture.  Our customer is getting a new cover at no cost, while I wish it had come in sooner, unfortunately, we are dependent up on the manufacture of the cover to get us the product.  They had a machine go down during peak season which has caused several delays, for several of our customers.  Sadly, no matter how much we assure the family the cover will be installed for free as soon as we get it, it is still not enough.  All calls are typically returned with in 24 hours. His last call was returned at the 28 hour ***** however, he does not have voicemail set up which can make leaving messages challenging when his phone goes unanswered.  We will continue to work with this valued customer and get the new cover installed as soon as we have it in hand.

  Customer response

  09/04/2023

  I have reviewed the response from the business and hoping for the cover to get installed soon. This is the first time we actually got a date when the cover would come so hoping it will be taken care of soon. I have setup the voicemail so if they call then can leave a voice mail.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We contracted with Clarity on May 26, 2022; we paid them $2,000 for the pool maintenance (brushing, vacuuming, water testing, and chemicals). Because of multiple missed maintenance dates, promises made and not kept, miscommunication, and no communication, I asked to have the contract cancelled on July 27, 2022 via email to ***, the owner, in the amount of $1,270.00. *** said the 'check was written' but will not respond to my repeated attempts to get clarification of the status of the refund. I have a full narrative of the issues if BBB would like to review it.

  Business response

  03/08/2023

  Please see attached.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The owner of the pool company said it would be 2-3 week job. We are now over 4 months in and they still are not finished. First concrete pour the edges of the pool were thick, pitted and rough to the touch. Chunks fell off and were patched and painted to hide it. No drain tiles were put in and all rain water came against my house. ************ was not helpful in negotiating the corrections. I had to be on site to speak with the concrete guy myself to get the work done to correct the problems. Pool heater was to be on a cement slab. They placed it on an air conditioner pad. Pad has been poured. Water pipes under ground broke. Owner blamed building crew. Owner said their electrician couldnt do his work because we didnt have electricity on site. I called the electrician myself and he said yes there was electricity. The problem was the pool company failed to have the equipment on site ready to be hooked up. ************ has been cleaning the pool for weeks. The last week of July my son in law and I pulled out dead frogs, debris and stones and cleaned it so we could swim. We used the pool one time and the cover broke. Their repair man said stops on one side were not installed. Bubblers in the kiddie pool were requested for months. The basket area had a 1 concrete separation. Owner text me they would tape it. Thankfully his serviceman said no to the tape and he installed an expansion sleeve in it to repair it. The cover struggles over the thick rough concrete separation of the kiddie pool and regular pool which appears to me will wear the cover down quickly or tear it. The pool and cover are still dirty. Pump has been tripping the breaker several times a day for over two weeks. Owner wont respond to my text. Poor communication. Poor service. Cost of pool and cement work $97,353.59. I asked the owner if he got the permit and he said yes. I was called into the courthouse and no there was not a permit and I had to handle that situation myself.

  Business response

  03/29/2023

  Please see attached.

*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. ↩