Complaints

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November, 2020, was DIG DAY for my new Pool Stop pool. I paid over 90k for pool and additional decking. By March, 2021, the pool was filled with approximately 18k gallons of water. Work progressed. Except, strange things began happening. It was discovered that the pool equipment pad was sinking. Unexplained water was standing in certain areas and other things happened that no one noticed for a while. Finally it was realized that there was a plumbing leak. Hearing from subcontractor, *********************, they discovered leaking water. Their person to person explanation was, "It wasn't a leak. A fitting wasn't tightened."With all the unexplained occurrences, I began auditing my household water usage. I discovered we had an additional ****** gallons of water used. This is a completely different time from the pool FILL DATE. Because of this almost 18k gallons of water flooding underneath my pool and decking, it's logical to determine why the pool equipment pad was sinking, unexplained standing water, and a crooked pool. The ground underneath the entire area was saturated and it adversely affected my entire pool and decking. My issue is that I have no idea of other problems that this leak caused or future problems that could develop. I am left with a crooked pool, a crooked pool that had a huge price tag. A price that I have paid in full. Currently, my decking is in a state of upheaval and has been over the three years. When this unique and devastating thing was discovered, Pool Stop did work with me, trying to remedy the many, many problems that the ****** gallon leak caused. Except, I haven't heard any report from the last two pool repair men. I know Pool Stop wants me to go away. And truthfully, it makes me physically nauseous having to speak to anyone with Pool Stop. If possible, I would take my PAID IN FULL receipt back to Pool Stop to return this BROKEN PRODUCT that is my crooked pool and severely uneven decking.

  

  Business response

  02/09/2023

  While we always have and will continue to stand behind the product, I was unaware there were still issues with the decking after the repairs were completed. I asked my construction manager to meet with the client and to do whatever we needed to do to make sure the deck is level and looks good. Any other warranty repairs have been completed at this point in time that the client has made us aware of. If there are other warranty items that need to be addressed, please let us know.
  Since the client asked for them, I will make sure she has a copy of all repairs reports as required.
  I sincerely apologize we did not ******** the deck after repairs. That should have happened immediately upon completion.
  Thanks

  Customer response

  02/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I greatly appreciate the apology & positive response to level the decking, there's a huge concern for any unseen AND seen repercussions as a result of the nearly 18k gallons water that leaked underneath the pool, flooding the area.
  The situation makes this specific pool build unique. It is fact that the pool shifted and is crooked. I was informed, almost immediately, of the now crooked pool. My huge concern is for the next year, completing all the different seasons, watching & measuring the shifting. This next year, IMO, will be a critical time.
  This time, over the next four seasons needs to show a stabilization of the pool build after this devastating issue of the nearly 18k gallons of water flooding underneath this pool. An issue that is 100% not the customer's (me) fault. As it stands, because of this ****** Plumbing work, I'm stuck with the huge water bill & the crooked pool and the unknown of how this pool will respond until
  it has completely recovered from the many, many problems.
  

  

  Business response

  02/14/2023

  I understand your concern, and have expressed our willingness to continue to stand behind our product and continue to warranty all items as the contract states we will.
  If you have any further warranted issues, please reach out to me directly at *************************************** and I can get it handled as soon as we possibly can.
  While that *** not make up for the fact that you are concerned about the future, we will be here and will take care of any warranty issues that come up.
  Again, I sincerely apologize that you experienced this issue.
  Sincerely-
  ***********************

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our most recent pool vacuum from this store and this summer it began to have a deteriorating hose attachment. My husband went into this store to report this and was told a claim was filed. A month later I called to check the status and was told the part was ordered and the company was taking a long time to send the warrantee replacement part and that was common with this company (maker of the pool vacuum). About 2 weeks ago I called again for an update and was told that by the sales dept this was not their area and by the service dept that this was the sales dept area. I was told a manager would call me back. I called 3 more times over the following days and finally "caught" the supervisor and was told there was no record of our claim and now the vacuum is out of warrantee.

  

  Business response

  12/07/2022

  Business Response /* (1000, 5, 2022/11/22) */ Contact Name and Title: ****** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@poolstoponline.com We have no record of them leaving the cleaner to be looked at, nor is there any record of us ordering any warranty parts for the cleaner. The warranty expired on 7/16/2022, so it sounds likely that the cleaner was out of warranty when they stopped in. There has also been a very long wait for replacement parts due to manufacturer shortages. The last purchase this customer made in-store that I can verify was March 31, 2022. It sounds as if there was a communication error involved but I can't verify this did or did not occur as stated by the customer. In general, if a part is "deteriorating" and not failed, it would not be covered under warranty. If they will email me with the specific issue they are asking for help on the cleaner, I will contact the manufacturer rep and see if they will offer any relief. I have no guarantee that they will do anything, but I'm happy to try. Thanks

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have asked this business to not run my credit card at anytime and I would pay for the service with another form of payment. I was advised that this way was acceptable. I sent another form of payment, and my card was also ran.

  

  Business response

  12/07/2022

  Business Response /* (1000, 5, 2022/09/23) */ Pool Stop Custom Pools is no longer involved with the pool service and repair divisions (sold in December 2021), however since this was sent under my BBB file I have coordinated with that team and here are the results- 1- Attached is a Weekly Service agreement outlining the terms of the service which clearly states credit card charges are authorized. 2- Client short paid an invoice without contacting the service provider, when in fact the client had already been partially credited for the short paid amount. The remaining amount that was short paid was charged to the card per the terms of the agreement. 3- Any remaining amounts on the account are billed to the card on or around the first of the following month. The client gave no explanation for the short payment. All active service accounts are aware that any remaining balances on the account will be charged per the terms of the Weekly Service Agreement signed by client on 2/2/2020. 4- Since this complaint was filed, the client has been contacted by NPP/Pool Stop to repair a pump under warranty. 5- The NPP Service team is unaware of any other document that allows this client to disregard the signed Weekly Service Agreement authorizing credit card charges for unpaid amounts owed. If they prefer to pay by check or some other alternate means, they may do so by the 20th of the month to avoid having charges billed to their card. Consumer Response /* (3000, 7, 2022/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company states that they are operating under a different name, all inquiries and bank drafts are coming from Pool Stop. I did write detail information as to why my payment was for a different amount. I also wrote that I am not authorizing any further charges from this company. Business Response /* (4000, 10, 2022/09/27) */ Consumer uploaded an email string where NPP/Pool Stop responded line by line, and informed customer that all charges were accounted for and correct, and all credits were received. I have reached out to NPP/Pool Stop to look at it again and to verify all credits promised were in fact given. Consumer notified NPP/Pool Stop that they were revoking the authorization to charge the card on file after the last charge was made (under the previous authorization still in place at the time of the charge). NPP/Pool Stop did a filter clean at no charge as a customer service effort as well as repaired a pool pump at no charge to the consumer. These services (if charged at normal rates) well outweigh any potential credits the consumer is saying they are still waiting on. As stated earlier, I have asked NPP/Pool Stop to review again to triple check, but from what the attached email thread states it has all been charged correctly, NPP/Pool Stop has performed additional services at no charge in an effort to provide good customer service, and any credits were given to the consumer per agreed upon emailed terms. Consumer Response /* (4200, 12, 2022/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company did not do us any favors, as you can see in the attached documents that we were still charged for services. The pump the company is speaking of was covered under warranty, communication from the manufacture is also attached. After further review the company actually owes even more than originally stated. Business Response /* (4000, 16, 2022/11/03) */ I'm not sure what I'm responding to here- the damage to the pump was not a warranted issue- just because there was warranty available, does not mean the issue is covered by said warranty. There were multiple filter cleans performed as a customer service, hence my comment on "favors". If there are further issues with the billing, the consumer should contact the company responsible (NPP) at XXX-XXX-XXXX Option 4. I have no responsibility for their billing nor did I receive any monies from the listed transactions.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool stop has sent multiple contractors out to resolve leaking waterfall for the past couple of months and the leak has only gotten worse. The President has come out and stated it will get resolved but nothing has improved. I keep being told a contractor will be out and after they leave still no improvement.

  

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/06/06) */ Contact Name and Title: ****** ***** President Contact Phone: XXX-XXX-XXXX Contact Email: ******@poolstoponline.com While the repair did take longer than expected (and desired), all repairs are complete as of 6/3/2022. All client complaints are resolved and we have confirmed that with the client on 6/6/2022. We have contacted the client multiple times in the past and will continue to do so as warranted.

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since company has received full payment they have quit communication and pool isn't complete. I have a pool leak that hasn't been resolved in over a month. I have to keep asking for updates and get the run around. Nobody has been able to tell me what the issue is they are trying to identify and I haven't seen any of the reports about the leak. During the pool installation process random contractors would be in and out of my backyard without any warning from the pool company terrifying my wife and 4yr old daughter.

  

  Business response

  05/23/2022

  Business Response /* (1000, 5, 2022/04/13) */ Contact Name and Title: Harvey R**** President Contact Phone: 214-662-5982 Contact Email: harvey@poolstoponline.com I appreciate the information, and I am confident the leak you refer to has been repaired. I understand how frustrating it likely was waiting until we could schedule the detection and repair. We did communicate throughout as to what the process of locating and fixing it was, but since the crew was backed up (mostly due to weather) it took longer than we anticipated to find and fix it. We absolutely tried to give you a heads up whenever work was going to be done in the yard- please extend my apologies to your wife that we were unable to provide that warning 100% of the time. I looked through the several dozen messages my team sent on our communication portal, and actually believe we communicated as much as we possibly could have. The unfortunate reality is even though we may have wanted to provide more information we did not have it to give. We hope you enjoy your pool this summer, and I sincerely apologize it took longer than we both wanted to complete the repair. Sincerely- Harvey R**** Consumer Response /* (3000, 7, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) We still have a leak present. It has rained the last 2 days and the pool equipment is already shutting down due to lack of water. I was told by contractor that plumber didn't seal skimmer correctly, which was the same plumber that left skimmer return sealed. I was supposed to receive a phone call from contract manager (victors boss) about resolution and it has now been almost 3 weeks and still no phone call. This has been more than inconvenient for my wife and I having to go back and forth not to mention having to keep filling the pool. Business Response /* (4000, 9, 2022/04/19) */ I believe this was submitted prior to meeting the client on site. We have identified an issue with the waterfall and have scheduled a repair. I am personally handling the repair and will continue to do so. Please let me know if you feel that is inaccurate. Thanks

*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. ↩