Complaints

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The original file of a warranty claim was back in November 14th of 2022. There are issues with our jacuzzi spillover rusting and the grout for the jacuzzi is cracked and falling apart. I contacted ************** through emails and notify Spartan Pools of the issue. They assured me that someone would come out and take a look at it. Someone did come out without our permission to enter our property and all they did is try to clean it not repair it. With life as it happens I have more important things and I never got it address. Since then it's also come to our attention that during the tiling they covered up our automatic fill hole. So now since we want to add an automatic fill system we can't because they've blocked it with the tile when they did the job. I have now reached out again on July 8th by calling the office to again file the warranty claim for the failed parts and workmanship to get addressed. ****** reached out to try to schedule a time. Every time we've agreed on on a day and time that he'll stop by or someone will stop by nobody ever stops by. At this point I do not know what to do as they are clearly trying to avoid repairing their poor workmanship which is still under warranty.

  Business response

  09/03/2024

  Hello, 

  
  This the first time we receive this but we will work on this 
  
  -*****

  Customer response

  09/03/2024

   
  Complaint: 22143203
  
  I am rejecting this response because:
  This is all your company has said since I started the warranty claim in November of 2022. Please see the attached. There is nothing that has to be looked in to. It just needs to be repaired. The grout work for the jacuzzi is crumbling, the spill over has been rusted for years, and you tiled over my auto full plumbing outlet. 

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

  Business response

  09/09/2024

  Hello, 

  ****** the owner can go over tomorrow with ***** and a supervisor to take a look tomorrow at 8AM to resolve the issues  

  Please let us know if that's okay 

  Thank you 

  Business response

  09/10/2024

  Hello, 

  We were there today looking at the jobsite. ****** talked to a stainless steel manufacture (attached is his email). What we have to do is clean it up, it has to be cleaned up at least once a year. 

  We will be cleaning it up now and next year as a curtesy, after next year you can take care of servicing it or you can reach out to us and we can help out or if you prefer to change the spillway to tile we can do that as well. We can do schedule to lower water level to remove tile and recover the feed line and do grout repair on Monday if customer is ok with that  

  Please let us know as soon as possible 

  Thank You 

  Customer response

  09/16/2024

   
  Complaint: 22143203
  
  I am rejecting this response because: As I stated previously in this compliant, they say they'll come out and then that's all that happens. They never reach back out to tell me how they are going to fix the issues. The same thing has happened again. They came out and that was the end of it.
  
  Sincerely,
  
  ****** ******

  Business response

  09/16/2024

  Good Afternoon, 
  On Sept 10th we reach out the day ****** went out to take a look and haven't heard anything until now. We offered to go out, even gave suggestion on the spillway. I have copied the messaged that was sent on Sept 10th and reattached the email from the manufacture, You can also look at the "Respond To Complaint" history for original message from Sept 10th 
  

  
  Message to the BBB on Tuesday, September 10, 2024
  Hello, 
  We were there today looking at the jobsite. ****** talked to a stainless steel manufacture (attached is his email). What we have to do is clean it up, it has to be cleaned up at least once a year. 
  We will be cleaning it up now and next year as a curtesy, after next year you can take care of servicing it or you can reach out to us and we can help out or if you prefer to change the spillway to tile we can do that as well. We can do schedule to lower water level to remove tile and recover the feed line and do grout repair on Monday if customer is ok with that  
  Please let us know as soon as possible 
  Thank You 
  Attached Files/Documents
   RUST ON STAINLESS STEEL.pdf

  Customer response

  10/01/2024

  I did respond as they're response was the same old band-aid response they gave me prior to opening up this claim with the BBB. They don't care about their customers after they have your money, that's been made clear. 

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June of 2021, on the 14th, I signed up a contract with Spartan Poll LLC to replaster my small pool/spa at the charge of $3000. They did the job to a perfectly funcional pool just with very old plastering. The job was done promptly, at their time and convenience but with NO supervision whatsoever. Job very badly done! Called them back to double check on issues such as why jet openings had covers all crooked and not sitting tight and sealed against the pool walls. Discussed the issues regarding leaking. They ignored the jet covers issue and came back to cover holes in the center of the Pool/Spa, which did not resolve the leaking issues. Called Spartan Pool back, spoke to rude CS people and finally a representative came back. He agreed with all my complaints about bad plastering, openings not completely sealed, unevenness of plastering all around but did not take responsibility for the leaking issue, which WAS NOT happening prior to the job they did. I had to let it go for a few months until I got back in town. Calle ALD company. Experts came over, spent 5 hours here, charged $425 to tell me that the issue was due to leakage around the jet openings because of inadequate overplastering all around. Spartan Pool was called, did not send anyone over, but instead refuse to accept the report from ALD and refuse to honor the 5 yr warranty. I would not even get any response back had I not insisted! Spoke with the service contractor of Spartan Pool who suggested for him to pay out of his own pocket (?) to bring someone he knows to redo the job ALD has already detailed performed. Spartan Pool does not even want anything to do with the report already done nor do they want to send someone here to see "in loco" the job their own company did. Unprofessional and disrespectful!

  Business response

  07/18/2022

  Business Response /* (1000, 16, 2022/07/18) */ Spartan Pools, LLC Fri, Jul 15, 1:18 PM (3 days ago) to me Hello, Regarding her complaint, a leak in plaster, we hired a leak detection company at our expense to determine the source of the leak, they found an underground pipe which was causing the problem, we had one of our warranty tecks go out and fix it and install her returns. We're sorry for it taking as long as it did but everything is done and no more issues. Thank You

*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. ↩