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Business Profile

Swimming Pools

Fine Pools
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

This profile includes complaints for Fine Pools's headquarters and its corporate-owned locations. To view all corporate locations, see

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Fine Pools has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint type

    • Initial Complaint

      Date:06/02/2025

      Type:Order Issues
      Status:
      Answered
      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.
      June 2023 we purchased an above ground pool from Moody pools. 2 days after it was installed, we had holes in the liner. We called and they instructed us to patch it and the next season they will replace it. We had to fuss and argue to get it replaced in 2024. It was replaced. Not 2 months went by and we had grass growing through it and water coming out from the holes. The liner is thin. Owner said it was an act of God. This year, parts of the pump have cracked and they are refusing to replace it. Lady that works there is rude. We've left many messages and they won't return calls. I went down to see about getting a piece that is cracked replaced. Owner was then nice. I told him the bolts are stripped and I can not get them off. We've had nothing but trouble with this company. Lady there is rude and hateful. Pool liner is not even a year old. We have grass growing through it again. Liner was never installed correctly. Second time it was not leveled and it's not flat. Person that installed the second one didn't do anything but take the old one down and replace new one. Again grass is going through it. We have witnesses that can vouch for every problem that we've had from this company. They will sign an affidavit if needing to.

      Business Response

      Date: 06/25/2025

      We did sell this pool to customer and we replaced first liner because customer stated it had a leak which only a seam separation is covered and it was definitely not a seam separation.We replaced the liner as a courtesy and grass grew thru liner which is definitely not covered as that is an act of nature and not liner quality , we also use only American made liners that are heavier now than ever so it was not an inferior thin liner and pump strainer housings are not warranty as they can freeze in winter also people brake them occasionally by taking lid of , So we have done everything with in reason that is expected of us to satisfy customer thanks.   Mike Fine

    • Initial Complaint

      Date:01/12/2023

      Type:Product Issues
      Status:
      Answered
      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.
      After the purchase of a new home in April of 2021. I contacted our home warranty company AHS about an issue with our above ground pool pump. AHS contracted with Fine Pools to repair/replace the pump, filter and some plumbing. The order was put into AHS on 4/22/21 and work was completed around a month later. The work completed included a brand new *********** filter. Fast forward to June 2022 and the new Carvin filter has split at the seams rendering it un-useable. I notified Fine pools of the warranty issue and as of today 1/12/23 we still have no repair or replacement. I have called this business countless times to which I am always told I need to speak with ****. The majority of the time "****" is not there and he will call me back. He has never called me back. I have actually spoken with **** a few time now and the various excuses are, "Supply Chain", "Order placed and waiting on them", "Let me call my rep and I'll let you know". Finally around September 2022 I talked with him to find out what else could be done. I asked if we could use a different brand and he stated I would have to pay for that and I would just have to wait on the Carvin filter. I have still never heard anything further from Fine Pools as of today. Last attempt of contact was in December 2022 and **** wasn't there and would call me back.

      Business Response

      Date: 02/13/2023

      Yes we did replace a filter for customer brand was carvin I sent all purchase info to manufacture of filter as the filter developed a leak outside the warranty recall it is a factory warranty in which I sent all info to carvin company to get a replacement and this company has not replaced filter yet I am not a warranty service center for this company and have made many attempts to help customer with this issue with manufacturers but my company did the job properly and can not control any manufactures products and deffinetly not the replacement of there products in which the company has no labor policy on there items to be replaced. So my company is not responsible for the replacement of this product directly to the consumers 

      Customer Answer

      Date: 02/16/2023

       
      Complaint: 18727915

      I am rejecting this response because:

      There was absolutely no resolution provided by Fine Pools.  *********** still has not contacted me about a possible time frame of replacement.  At this point I fully expect nothing will be done by this company.  For a local family run business it is truly a shame they are not willing to provide better customer service (ie would actually talk with you when you call, call you back with information,  provide alternative solutions etc).  With that said; a note to our local community with a pool or looking for a new pool: 1. Do not accept a company using ********************* because you probably can't get any warranty support.  2. Pick your pool company wisely.....

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