Complaints

• Initial Complaint

  07/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Transaction - March 25, 2003 Money Paid - $73,000 Best Pools installed pool but will not perform hydro test which is required in NJ. As a result, I cannot pour concrete around pool or get final inspection. Company will not return phone calls. Pool is not usable without approved permits.

  Business response

  07/28/2023

  He is correct that the pool is not finished for the township has not done a final inspection yet(sometimes that may take up to a year to complete). We had someone in-house that left at the wrong time and leak detectors that used to do it for us in NJ left them also. We have gotten someone new to do these pressure tests and he will be there with the township on tues.. 8-1 to get approved. BTW...the pool could be used from day one but you chose not to till you got final inspection. Swim 1 day mean just that. Try and enjoy your pool and stop worrying so much.

  *****

  Customer response

  08/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  ****** did not have the equipment to perform test on 8/1 even though ************ is Township gave them instructions multiple times on what needed to be done. 
  

  Also, ***** is incorrect in his statement “pool could be used on day one”. 1) Township does not allow owners to use pool until final inspections or they can fine you.  2) I have small children that should not be walking on gravel and rocks. My contract with ****** states three weeks after pool is installed, three feet of concrete is to be poured. That cannot happen because ****** has not passed hydrostatic pressure test Robbinsville Township has required. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So here is my understanding of how this pool company works. They are a GC in the pool business. Their primary duty is to install the pool. The electrician is another entity the pool company partners with. My situation is that after the pool company installs the pool, the electrician should install the electricals within 3 days but the electrician is not responsive. The water is being filled on the day of installation which was 10days ago. The water in the pool is turning green and filled with Algae. There are also frogs and bugs in the water now. My concern is that even the electrician comes by let's say next week to install filters and chemical pennal. Is the water safe for my kids to swim? If I need to change the water and scrub the pool, who is paying for it? I also Paid $17000 for an auto cover. The Pool company took the check and disappeared.

  Business response

  07/30/2022

  First I would like to point out that this is the first I have heard of any of this. ********** had an on-site Orientation and never expressed any of these issues while he was here. If I had been made aware of the issues i would have at least tried to call the Electrician and the Auto-cover company which by the way are not ****** employees. The $17,000 was given to the Auto-cover company. Every one in the industry is as busy as they have ever been, so they may not have gotten to ********** just yet. I will make an effort now that i have been made aware to call the sub-contractors.Once we give the customers info to the subcontractors it is the owners choice to hire them. We are not informed when they are called, scheduled or even if the owner has hired them at all. The owner does not have to change the water, they are not supposed to empty the pool at all. The owner signed an agreement stating that he will not empty the pool under any circumstance without having a professional do it. and that is only in the case of a  repair, not because the water is dirty. his filtration system takes care of that. Fiberglass Pools walls Never have to be Scrubbed because unlike cement pools they have no pores in which algae can build up in. you simply brush the walls with the brush that we provided and either scoop up the residue with a skimmer net, also provided and let the filtration system take care of the rest. We cannot control Frogs and Bugs, that is nature. Sorry for the issues but it is what it is!!

  Chuck O*****

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Between pool and electrical/gas I paid over $50000 for a pool. Hitting a few issues along the way. 1 being the pool company had second survey of land completed after install. Township requires it. I was reluctant but they charged another 750 dollars. Figure small price to pay to get this done. Submitted new survey and it failed to meet township requirements per the original permit filed by pool company. This is issue 1 I need them to resolve. Issue 2 final plumbing inspections failed. Twp said pool company was supposed to have plumbing inspected before backfilling. And the gas line for heater was never pressure tested. Waiting on resolution and they keep stalling. Pool was sold with the grounds they would take care of all inspections/ permits and finals. Their same answer is well we dont do pool in your town their requirements are unknown and we need to charge you more for added services

  Customer response

  07/29/2022

  The only contact I have gotten from Best Fiber glass pool since my initial report was on July 13th, and that was to just tell me he was out with Covid and will look into matter (see attached)

  the Communication before this , the owner or Best Fiberglass pools asked me to stop emailing him directly ?   If that was not a slap in the face !!!!

  The following list of issues are currently outstanding. 

  Failed Grading Survey,   failed to include Berm as the initial permits required and Pool company new about/

  Failed Plumbing Final Approval failed ( Best Fiber glass pool never had under ground plumbing inspection before they back filled

  Failed Gas Relief Valve (also never pressure tested and verified )

  Not asking for anything above what we were sold and paid good money for already.

  Customer response

  09/29/2022

  From: ********************* <********************>
  Date: Wed, Sep 28, 2022 at 1:42 PM
  Subject: Complaint ID: ********
  To:<info@mybbb.org>
  
  AT this time I would like to withdraw complaint.
  The business in question has corrected the outstanding issues I was facing.
  
  thank you.
  

  
  

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