Complaints

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• Initial Complaint

  Date:05/09/2025

  Type:Sales and Advertising Issues
  Status:

  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.

  Spa pump and spa heater broke. Had to pay another company $500 because **** assumes no responsibility Pool cover broke. Had to pay another company $400 Pool opener controls have never worked Now the spa pump, pool pump, heaters, and electrical are having problems and pool And spa are unusable. We already paid $180k less than a year ago and these problems have been nonstop. No we are going to have to pay thousands more on repairs Help us please

  Business Response

  Date: 06/05/2025

  In regards to the Spa pump and spa heater being broke broke:  Mr. **** informed *** that over the Winter months of 2024, he was operating his pool and spa.  He had a power outage while he was away from home.  With no circulation and sub-freezing temperatures, he reported that the water in his system froze, resulting in damage to his equipment.  This would typically be considered a non-warranty equipment issue as power to the equipment stopped, and this was not a manufacturing defect.  NCP communicated with Mr. **** to contact a Hayward warranty station, per Hayward equipment warranty policy, to see if this was covered, or if it would be a service call and charged equipment repair.  Mr. **** contacted a warranty station, and to the best of our knowledge, the equipment was repaired.

  
  In regards to the Issue  of the Pool Cover being broke:  NCP educated Mr. **** that he needed to keep his cover pump on his cover to remove precipitation so that undue water load was eliminated before operation.  Initially, NCP did perform a service, free of charge to Mr. ***** when he had neglected to have his cover pump on his cover during a rainstorm (08/23/24).  On two subsequent occasions when he contacted NCP that his cover didn't work, we visited on-site and saw that no cover pump was on the cover (see attached), and that a large load of standing water contributed to the damage to his cover (in fact, on the visit of 11/06/24, NCP had CoverStar representatives accompany us, and they insisted to take pictures of the situation, as they said not having a cover pump on the cover voided any warranty).  On both occasions, per the cover manufacturer warranty, we directed Mr. **** to call a warranty provider to service his cover.
  
  
  Unfortunately, Mr. **** has not properly maintained his equipment, which has contributed to his issues.  This neglect is not typically considered to be covered under warranty, and Mr. **** bears responsibility for the issues with his equipment and covers.  *** has provided him with the proper information and procedures to make a claim with the pool equipment and cover manufacturers but bears no responsibility if these service calls and equipment costs are to be free of charge.