Pool Contractors
Pool World, Inc.This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Pool Contractors.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a spa from World Pool in May 2021. The spa, according to Word Pool was brand new. In September of 2023 we contacted them because the spa was leaking. During the fist visit to ***** the issue, we were quoted, $540 for parts plus $104 for labor. I agreed to fix this problem and gave the World Pool attendant my credit card information. This same lady asked me about the manual and instructions on how to maintain the spa. She mentioned that if it wasn't going to be used it needed to be winterized. I told this lady we never received a manual nor given instructions on how to winterize because it was on all year round. The technician came and "fixed" the leak, and asked us not to use it until the following day to allow it to dry. We called them again 3 days after they fixed the leak to let them know that it was still leaking. They came back at least 3 times without letting us know they were in our house. We never knew what the problem was, until I got a call at the end of October. This time, the woman said that it was a mistake on their part and that they needed to replace something from the motor because the pipes froze. I wasn't understanding why the pipes froze but she said they will fix it and would only charge me for parts. We didn't hear from anyone until end of March this year. World Pool is demanding us pay over $1800 for labor and parts yet the spa is not operational at all. In fact, their staff is suggesting we discard the spa and pay them their money.Business response
04/24/2024
BBB,
Thank you for bringing this to our attention. We have been working with ****** regarding the service call and fixing her hot tub. This service call was to repair a spa that was leaking from freeze damage. Like anything with freeze damage, you never know the extent of the damage until work starts. She purchased and picked up the hot tub in May of 2020. She requested a service call on 08.13.23 (Sunday ) due to the spa leaking from the jet pump being cracked. On 08.14.23 our service scheduler called and left a message. On 08.15.23 the call was returned, and a service call was scheduled. She was quoted at that time of scheduling the rates would be $140 PER hour +$39 dispatch fee+Parts. Standard rates for a hot tub repair for 2023. On 08.17.23 one of our technicians went out and replaced the jet pump. Once the jet pump was replaced, he was able to fill the spa. The tech was able to see the spa was leaking form more than just the jet pump. He discovered two manifolds that needed to be replaced. We had to order in parts to complete the job. On 09.22.23 the same tech returned with the parts to replace the freeze damaged plumbing. He installed the manifolds and had to glue in the plumbing. He asked *********** to wait til mid afternoon to fill the spa and turn on. This was to give time for the glue to dry. We were notified of another leak and returned on 09.29.23. The repaired area was fine and holding water. A jet fitting on the hot tub was also cracked and allowed water to leak out. The tech replaced the cracked fitting. The tech was able to get the part the same day, do the repairs and refill the spa. The spa finally showed signs of holding water and no other leaks were noticed. Repairs were completed September 2023.
We were contacted again during the deep freeze in February of 2024 , 4+ months later that the spa was leaking again. On 02.15.24 we dispatched the same technician, the jet pump front face showed signs of freeze damage again. Tech did winterize the spa at that time to prevent any further freeze damage. We did notice that the service calls from 2023 were never billed out and collected. We did ask for a progress payment towards the repair for all the work that was done in 2023 before doing more repairs. She refused. We were even trying to accommodate ****** with taking a part off another jet pump to put on hers instead of just replacing the entire jet pump again. We were going to keep the rates same as 2023 and if the jet pump needed complete replacement, we were providing a discount on that as well. We tried to help and were willing to finish the repairs. She only offered to pay $612 for all the service work done. The pump alone was $510.11. So far Pool World has 6.2 hrs and $ 665 + in parts/plumbing in repairs.
We are more than happy to fix her hot tub but would like to be paid for the work that was completed in 2023. We do not feel like that is too much to ask.Customer response
04/28/2024
Complaint: 21609687
I am rejecting this response because:
Good morningI will not pay that amount since I never agreed to it. The first time I saw these numbers was late February 2024.I spoke to a woman in their service area early July 2023 who told me the damage was going to be $510 for parts and $110 for labor.Their technician came out and they said they fixed the problem but the spa was completely empty two weeks after your technician said it was fixed.We called again August 2023 and this same woman waived the labor charge because your technicians weren't able to fix the damage. She was extremely apologetic and offered to mail us the spas manual. She never did.I gave her my credit card number and authorized a charge of $510 with the understanding that the spa was going to be fixed.This was last year in October. We had no idea of how many times the technician came to our house. We were notified of them coming one time. The rest of times they said they came to our house they didn't even call us or ring the door bell so I don't even know if they were here.Then this same lady called me while I was in ********** after my father died to give me some weird story about the electrical circuit damaging the spa. I told her I had hired ****************** to run a dedicated line for the spa and that I can show your technician proof of this.Their technician disconnected the spa and we haven't been able to use it since. This was done late October of last year. We know they came out because late February some guy called me demanding $1800 plus whatever else their technician was wanting to charge for who knows how many visits.Pool World said it's our fault the spa is broken and basically to throw it away and pay them $180 or else they will put a lead to our house. Pool World insists that the pipes froze becausewe never winterizethe spa. We were never told to do this nor given any manual or offer techie assistance, which again its against the ****I wonder how would this happen if my spa was never disconnected and it was always in use until Pool Words technician disconnected it in October 2023. If it froze it was after Pool Worddisconnected it. I believe this is why Pool Word winterized it afterwards.Pool World charged us $5000 for a new spa in May 2021 and by July 2023 it was useless. Pool World now wants $1800 for who knows what while the spa isnt working. Pool World changes fees and invents work done without any factual proof.I asked Pool World for facts not make up stories and they aren't able to proof any of this work they said they did. They are using predatory tactics to get us to pay for services not done.
We never got instructions on how to use it not even a manual which is required by law.The spa wasnt new when we bought it because I spoke with the manufacturer. It was sitting in your warehouse for 8 months.Pool Word lacks internal communication and they are trying to make my family responsible for their lack of internal controls.I received a threatening email with a bill now for $1600 letting me know they are going to take Mr ********************** hired a plumber that the manufacturer recommended to fix my spa to find out if any work was done.
It is terrible that we have been treated this poorly.
Sincerely,
*********************
Initial Complaint
08/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Business response
08/31/2022
Thank you for bringing ****'s complaint to our attention. Here is the time line of events:
07/14/22 *************************** called and asked for a quote to come out and service his pool. The same day ****** quoted rates and scheduled the service call. During the quoting process hourly rates are relayed. It is an hourly rate and not a quote like a liner or heater installation. Pool World charges for actual time and materials when performing service calls and maintenance calls. **** understood the rates and proceeded with having us service his pool.
07/18/22 One of our techs went to ****'s pool and performed the maintenance. Our tech noticed algae staining of the liner. The tech worked very diligently to remove the stains. Normally algae just brushes off but not in the case of ****'s pool liner. The tech did take pictures of before starting and the end of the project showing the algae removed and a clean pool. While there the tech vacuumed, backwashed the filter, emptied the baskets and tested the water. We billed **** 1 hr for one hour plus all the chemicals used. The tech was there for a full hour on 07/18.
08/03/22 16 days later, **** called to let us know he had silt in the pool. Pool World was willing to go back out but it would be charged at the hourly rate. **** did not like this, he expected a completely free service call from us to go back out and vacuum his pool again. We were willing to send him pics of the before and after work done on his pool on 07/18 showing the pool algae free and vacuumed. He was not interested. All service is done at an hourly rate, so we are not sure where **********;expectations came from.
We do not regularly service his pool and did our best with one visit to create a beautiful, clean pool. We have serviced his pool before but not every year. We have only performed one service call for years 2020, 2018, 2016, 2012, 2011, 2008. We did not service it in 2021, 2019, 2017, 2015, 2014, 2013, 2010, or 2009
He has an indoor pool which is easier to maintain. To keep from needing future cleaning service calls we would suggest that he tests the water on a regular basis to keep the algae from growing. This can very easily be done with test strips at home. He can also stop by any Pool World and have his water tested for free. He has used this service before but not since 2018, this should be done more frequently. To assist with the regular vacuuming pools require they do also have pool cleaners that will clean up any debris from the bottom of the pool.
We will continue to service his pool as needed if he understand hourly rates. This is not something we did wrong, our tech took great pride in cleaning up ****'s pool. Pool World performed all the duties we were hired for. Pool World wishes **** all the best with whatever company he goes with.
Thank you for your time.,
POOL WORLD.
Customer response
08/31/2022
Complaint: 17776420
I am rejecting this response because in the past this same service from Pool World and other pool-service companies resulted in a cleanup of the silt in the pool for the entire season.
This year, by contrast, the first time we used the pool after the service, 16 days later, we found the massive buildup of silt. We can only assume the service was incapably done.
We have had this house and pool for 20 years and never been dissatisfied. As a consumer, I can only conclude that Pool World does not guarantee its work.
Sincerely,
*******************************
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.