Complaints
This profile includes complaints for MP Paradise Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:18/10/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
July 22/24 had an est. of $2140+HST for installation of a liner for an inground pool stating if more work was needed the cost would be extra. Pictures were provided to show the damage of the previous liner( that was only 3 yrs.old) and the area at the bottom of the pool where this damaged is occurring destroying 2 liners in the same spots. Was assured that this would be perfectly fixed by the installers and 2 weeks later, the same spots started exactly in the same area as the last 2 liners. September 5th the family owned business member came to look and wasn't aware of the installation date or issue at hand. He stated he should have seen the area before the liner was installed and so a normal install was done and that their job had been done, problem, must be chemicals or a China cheap liner, or he being the professional, didn't know what. He volunteered to send a piece of the old liner that was damaged to his rep to see what they thought. October 9th after many e- mails back and forth he claims his rep, without sending pictures or having the rep come out, said it was chemicals. So I said it's has not even been 2 wks. Installed and the spots continue to grow when no chemicals are added. Oct.10th Pat said what do you want we did our job we payched up the spot underneath and I sent out the piece of old vinyl. I sent back, fix my pool, your the professionals.Business Response
Date: 21/10/2024
RE: Liner Installation
Ms. ***********, we appreciate your concerns regarding the liner we
installed in your in-ground pool, however, a liner installation is not capable
of causing liner staining. Our process of installing a liner is to ensure the
fit, replace gaskets as well of repairing any damage on the bottom as to
prevent any roughness so the liner will not be affected.
Ms. ***********, we never patched the area you are adamant about causing
the stain on the liner. We never procured the liner, as you provided the liner
for MP ******** Pools from ****** as a warranty liner to install. You notified
MP ******** Pools in regards to this issue after the liner was already
installed, never mentioning any past problems. You state this is the third
liner to fade in the same spot. No where on the contract does it state MP
******** Pools warranties any discoloration as it would be up to the
manufacturer’s discretion, which we, even though it wasn’t purchased from MP
******** Pools, took your old liner sample to have it tested by the
manufacturer to help determine the cause.
The employee who we sent to investigate the situation, did mention the
liner may have been made abroad as many products are, or a chemical issue, as
to the cause of the liner discoloration and in good faith we sent the sample of
your old liner to the manufacturer to further investigate the cause of your
situation as the liner was only a couple years old. The manufacturer of the
liner determined the cause to be direct chemical contact which is causing the
issue through the sample as well as the pictures which we sent replying with a
letter which we provided to you.
Ms. ***********, as per our records for water testing and purchasing products
they do not reflect monthly water tests or the purchase of balancing chemicals
through our company. You have had your water tested once in July of this year,
and purchased mainly liquid chlorine. You may be going to other companies for
tests and chemicals as that is your prerogative as to where you shop but our
company cannot advise on an issue if we are not testing for issues you may
face.
MP ******** Pools did not promise via contract or emails stating we
would be held liable for any discoloration.
Regards,
Amy C.
President
MP ******** PoolsCustomer Answer
Date: 21/10/2024
Complaint: ********
I am rejecting this response because: they are total lies. I have a contract from ******** pools stating the liner install and " possible extras: if more repairs are needed to bottom or walls there will be additional charges". Pictures were sent before and during and after the liner install documenting the problem area .The 2 installers were well aware also promising a perfectly functioning pool after watching them with a friend patch the bottom area of the pools holes and crevices with hydrolic cement. As for the liner, it was purchased through ******s Pool Company that many pool companies deal with including ******** pools& Spas. E-mails started in July/24 for an estimate, followed by pictures.August 21/24 after I took out the preexisting liner to show the holes I could stick my fingers knuckle deep in. You were made well aware of the problems at hand. September 5/24 Pat C. came to inspect the same damage to the same area of the pool &liner that they as professionals we paid in full to correct. Thus the back peddling begins with cheap liner, Pat wasn't even aware of the installation date or problem with the pool and said he should have been told beforehand ( not my problem). When I said this was the 3rd time this is happening he mentioned in front of family member's that oh it would cost big to recement that area of the pool. as of October 10/24 , I've stopped asking them to fix my pool. Now in Bbb hands
Sincerely,
****** ***********Customer Answer
Date: 04/11/2024
The pool company did not do there job that was discussed by e- mails and with installers. Pictures were sent before, during and after the liner install, verifying the problems at hand, even asked if the installers were professional pool people that not only summer help because of the situation bring present for years. Not letting a company dismiss there wrong doing when monies and more damage has occurred because of there incompetence. Today ******** pools has sent a letter from their lawyer stating there job is complete, and I'm jot accepting thatCustomer Answer
Date: 12/11/2024
After receiving an e-mail from the lawyer for ******** POOL & SPAS denying their faulty decisions on the preparation taken before liner installation., I would like to proceed with the incomplete on of the contract and re- coop the monies paid for damages occurring. As of date $3723.43. Being $2481.00 for the repairs need and liner installation and $1242.43 for a liner purchased from ******s Pool directly.Business Response
Date: 15/11/2024
Ms. ***********,
The decision to send us a letter from your legal representation, in
regards to the liner installation, has been examined and refuted by our attorney.
If you wish to have further correspondence with our company, you may do so through
our attorney.
Regards,
Amy C.
President
MP ******** PoolsCustomer Answer
Date: 15/11/2024
Complaint: ********
I am rejecting this response because:
Sincerely, I excercise my right to cancel the agreement as a result of non-disclosures as described in the Consumers Protection Act 2002 in particular, the contract does not set out date or dates on which delivery,commencement of performance, ongoing performance and completion are to occur. As of date $3723.43 are owing, $2481.00 for the contract and $1242.43 for the liner that I purchased that is now destroyed.
****** ***********Customer Answer
Date: 18/11/2024
This is the contract for ******** Pools. Before, during and after pictures of my pool. The company was well aware of the issue at hand with e-mails sent and hence written in the contract if further repairs were needed an extra cost would occur. Disregarding my written agreement the installers were sent out unaware of any conversations and problems that have been arising beforehand, and did no investigation.Business Response
Date: 18/11/2024
Mrs.
***********,
As per your
submittance of the contract and the payment sheet there were no “extras or repairs”
charged to you at any time. At no time, did you refer to a problem with the
liner staining due to your reasoning of another company’s patch work on the
bottom of the pool. MP ******** Pools never received any instructions on removing
or repairing any part of the bottom the pool as our contract, as well as
payment sheet reflects it was a liner and gasket install only.
The
pictures you have submitted, are standard for all pool companies, so we may
have a reasonable expectation when we are on the jobsite as what we will be dealing
with as to bring the proper tools and equipment. You also submitted the
pictures as to determine your skimmer and returns, as you were unsure of the maker. No where do you show the problem area when you submitted the photos. If repairs were contracted to do we would have sent a separate crew who would
have remedied any situation not the liner installers. There is no reason why our
company would not have taken the job and charged you appropriately for the repair
if you advised us to do so,
As per the
contract, the liner installation is the only charge, which we started on the 21st,
and completed with the cut outs on the 23rd. Your final payment is
dated the 27th of August. The email you sent our coordinator is the
31st of August, and is the first time you mentioned white spots on the liner, which
bothered you as the last liner had the same issues. You mentioned another
company had repaired the pool and the last liner had to be replaced as well.
MP ********
Pools, contract reflects exactly the work we were contracted to do, install the
liner you purchased and gasket replacement. No where on the contract, nor the
payment of balance does it state any patch or extras were charged to you. Again,
a liner replacement would not result in staining or the cause for staining on
the liner. As per ****** the manufacture of the liner we stand behind their
expertise on this matter as again, you don’t buy your chemicals from us nor do
you test your water with us.
Further
correspondence shall be conducted between or legal teams.Customer Answer
Date: 23/11/2024
Complaint: ********
I am rejecting this response because: MP ******** Poolls are totally being dishonest with their response. I have numerous e-mails and pictures sent to **** ********* ( their secretary, scheduler, the administrator for contracts etc.) that prove my concern for hiring their company because of the previous workmanship of another (***********) faulty repair on 2 previous liners, and why I was hiring what I thought was a reputable company.That is why an addition in the contract was added about further repairs needed would be extra than an initial installation of a liner.When MP ******** Pools sent their employees to install the liner, they were told, shown and given all my concerns about the ongoing problems. Hence the reassurance and promise of a complete fix with their 7 and 10 yr. experience with the pool company. If not for my actions to make the installers aware of the ongoing issues they would have not been aware. So sfter their job they thought was completed, not even 2wks. later the same problem started exactly as the 2 previous liners occurred. That's when on my insistence Pat C. (vice, estimates, etc) came to view the problem arising again and admitted he was not aware of this job or even the date of the liner install and should have been told because a bigger job was needed to the bottom of the pool.. Then the back pedaling started with a cheap liner, water table issue, chemical damage, everything hut responsibility of their faulty diagnosis, because of their miscommunication. Hence blaming it on chemical damage from a piece of the previous liner I had delivered to there N.F. office for their assistance on finding and fixing what was written and signed in the contract.
Sincerely,
****** ***********Business Response
Date: 24/01/2025
We stand by our response in previous emails.Initial Complaint
Date:12/09/2023
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I agreed to purchase a swim spa. They put in the concrete pad. In doing so they did not bring their own hose or spray nuzzle and covered my plants, **** stairs/stair runners, hose, and nozzle with concrete. They also ripped out from from gate and climbing vines without need/for their convenience. Also got concrete on my front planter and plants. That was the nuisance part.
They did not return calls or provide updates so I could get permits, etc.
They promised/guaranteed pool delivery max of “8 to 9 weeks - but it never takes that long” then “in August”.
When I asked for updates if I got an answer it was “call Ricard”. I had to ask who Richard is - but still did not receive a number to call.
When I advised them of their breach of contract on September 1 I suddenly had their attention all long weekend - even 6:30 am (another nuisance). I was offered a discount but no details. I was lied to that there was an accident at the store and that was why they didn’t call but the pool was ready.
Then I had a very **** employee call and left a vm that the pool would be delivered on October 11. Was it already ready on Sept 1?
Then I get an email from the owner with an extremely inflated/********* charge for the concrete pad they included in the purchase (over 4X market value) and lied that I owed them money rather than return my deposit. **** ** ***** ** ** ******* ** ***Business Response
Date: 21/09/2023
Mrs. *******, signed a contract for a Swim Spa and an
11’x23’x6-8” with a face of concrete pad, on June 22. The concrete pad is
finished and the market value she is stating is a standard 3-4” pad, not
including labor, prepping of the site or cleaning debris from the site. The
labor intense job was hand dug due to restricted space. Mrs. ******* has
alluded to the fact she is a Construction Labor Lawyer, which unfortunately
does not train or equip her in the field of being estimator for concrete estimated
jobs, as she must rely on our knowledge to do her job. Her attempt to find a
blank generic flat rate estimate on an America Website is only for the
material, easy access, ready prepped ground and minimal labor. Mrs. ******* is
well aware of the price as it is incorporated into the cost of the Swim Spa on
the contract.Mrs. ******* is claiming are we damaged property The crew
disposed of rotting carpets for the customer, removed debris, as well as
removed items surrounding the work area, in which is the customers
responsibility. The usage of water along with the customers hose is standard
practice, as we don’t bring power washers and water tanks, we do concrete, and
this is the first time in 31 years a customer has complained about our company
cleaning up after a job, which refutes Mrs. *******’s claim we left her
property in disarray. The gate in question, impeded the access to the worksite,
which meant vines attached to the gate would be removed from the gate, as well
as the gate.The Swim Spa delivery did have an ETA but unfortunately our
Fort Erie Store, where our records, delivery set up and packages are, had a
truck run through it, leaving the store in shambles for 10 days. Although, Mrs.
******* feels we are falsifying information, she is more than welcome to
physically and visually investigate the damage herself at any time. We
explained we would be a week out, but Mrs. ******* wanted to cancel the
contract. If the message left stated October, it was a slip, and the Swim Spa
would have been delivered on the eleventh of September. Mrs. *******’s
unreasonable lack of communication, as well as stating she would be storing her
purchase seems outlandish as the Swim Spa is meant to be used all year round.Mrs. ******* has been offered compensation but again will not
return any calls to discuss any resolve. Mrs. ******* is full aware of the
balance owing and never once after numerous calls came to pay for the pad or
the Swim Spa which is protocol before delivery is even set up. Mrs. *******
could have obtained her permits at any time as that is not dependent upon
delivery of the Swim Spa. We would still like to resolve the matter; instead,
Mrs. ******* is refusing to allow for any compensation and feels the deposit is
payment enough for the work done at her residence. If she would like to discuss
a resolution she may contact myself and Pat for a sit down meeting to negotiate
a settlement.Customer Answer
Date: 25/09/2023
Complaint: ********
I am rejecting this response because: it is filed with **********, exaggerations, and outright **** - again showing the lack of integrity of this company. The spa is NOT designed as advised by Pay before purchased to be 4 season. Pat expressly advised it is a 3 season spa (Nordic is the only 4 season) and cannot be used past November and then not again until March. Pat advised me that the outside limit was 8 to 9 weeks to receive the spa and it never takes that long. Additionally in writing he advised that I would receive the spa in August. I did not advise they were in breach of contract until September 1, 2023. In relation to the alleged price/website - it was an example of HOW outrageous their response was and it was indeed overpriced. My reference to being a construction lawyer is that I have plenty of concrete contractors who do quoting and can advise me of the actual cost if the company would like me to bring them into it. The company was in site twice and saw the set up. They never asked permission to rip out my gate and vines and they well could have asked permission/advised of an issue while on site. They were on site twice prior to doing the work - once prior to signing of the contract that built in the concrete pad as part of the fee. No actual price was provided for the concrete pad itself. Moreover no false "restocking fee" was in the contract either. Both alleged costs suddenly appeared after the dispute arose to be extreme and try to gain the upper hand in an unreasonable and aggressive manner. There was no furniture or other items to move. Nothing was disposed of as alleged. Those items are actually still on site awaiting to be disposed of. Everything that needed to be moved prior were moved so again - ****.Moreover, I was constantly in contact to the Company throughout the summer asking for an estimated arrival date and other updates via email and text so I could arrange my own crane and the permits. I received little to no response and when I did they were unhelpful like "Call Richard" as if I am suppose to know who Richard is. Contact with Pat included on August 9, 2023 when I was actively preparing for the delivery in August and was advised by the crane contractor they referred me to that he didn't any longer have my information as he was told by the Company that the deal wasn't going through.
I repeatedly asked for License plate and insurance information so I could get my permit to close the road for delivery - I wanted the spa. Regardless of where the records were kept - both of the C.s personally had my cell and email address, which they demonstrated in repeatedly contacting me over the long weekend. THAT was the only time I did not return their calls. After that - other than the extremely **** staff voicemail advising the spa would be delivered October 11 that contradicted Pat's messages of it being ready, I have not heard from them except to get the ridiculous "invoice" when I asked for a refund for breach of contract. THAT is when I filed this complaint. I do not wish to have any dealings with this company. I would like to know - which wasn't responded to - IF I concede to receive the spa WITH a discount to the price - WHO will I being dealing with for warranty purposes? I do not trust this Company and will have nothing to do with them in relation to warranties.
Sincerely,
****** *******Business Response
Date: 26/09/2023
Mrs. ******* has been asked numerous times to call to
resolve this issue. As you can see from the front picture on the brochure,
********* SwimSpas are built for all 4 SEASONS. We feel Mrs. ******* has buyer’s
remorse due to her resistance to contact us.
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