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Business Profile

Private Pool

Swan Pools of Southern California
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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:09/12/2024

    Type:Service or Repair 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.
    Contractor excavated the pool and all utilities were destroyed, this was expected. All utilities were rerouted and replaced by me (the owner) so the grounds could be irrigated. The next sub came in and we showed them where the new utility was so they did not rip it out of the ground. We showed cut ones and said these are abandoned. The sub ripped the new utility out of the ground, and broke the main connection 60' away. They were standing in the open trench where the main connection was, and looked at it and covered it up with dirt. Later when they left the irrigation came on and water came flowing out. I told the project manager, **** at swan pools and he said it was underground and he's not responsible. He would help but it would be later like 3-weeks so I would have to climb the slope and water my back yard as well by hand until then because it was a hassle for him. Intentional negligence and bad customer service. I told him if he would not come out, I would pay someone else to fix it and take it out of his pay. He said he would file a lien against me for the money. No other **** pool employee will answer.

    Business Response

    Date: 01/29/2025

    We are sorry to hear that it is believed that we did not address this situation properly. It has been about 4 months since this situation occurred. While we do not agree with the description of how these events occurred we agreed to pay for the irrigation line to be repaired. We thought we were past this complaint. We completed substantial work after this issue. We made several attempts to meet with our customer, but have been unable to do so.

Swan Pools of Southern California is BBB Accredited.

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