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Business Profile

Pool Contractors

Sabrina Pools & Hot Tubs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 0 complaints 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 status

Complaint type

  • Initial Complaint

    Date:06/13/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Came august 2023 gave an estimate said he would be back in the spring time. Jonathan Came back in march picked up a check, said he was going to be back in 2 weeks to start the work, when the rain stopped. Never showed!
    Called him said he would come in May now he doesnt answer the phone. We want a refund or job to be completed!

  • Initial Complaint

    Date:05/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    On or around January 30, 2024 the owner of Sabrina Pools, John C*****, came to my house at ** *** **** ****** *********** ** to give me an estimate on an above ground pool. He emailed the estimate to me on January 31. He came back to my house on February 2, 2024. I gave him a check for $10,057.04 (1/3 of the quoted price) to secure an installation start date of late March/early April (weather dependent). As of May 1, 2024 I had not heard back from Mr. C***** and stated calling the business, texting him directly and emailing the address at the bottom of the invoice. I also drove to the physical business location on several occasions only to find it empty and locked up tight.
    I am including a copy of the original estimate, the receipt for the down payment of $10,057.04 and the email I have sent in an attempt to resolve this matter on my own. I have also sent 4 text messages and left voicemails almost daily on the business answering machine (I can produce call logs and durations if needed). I am asking the BBB for their assistance in getting my deposit returned to me, in the form of cash or a bank check (so I know the check is good).
    Thank you for your assistance in this matter.

  • Initial Complaint

    Date:05/06/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Sabrina Pools installed our pool in July 2023 but never finished the job. In addition to not installing the pool as deep as was promised, the follow up after installation was even worse. They didn’t backfill around the pool and hence there is a huge pit around my pool. As part of the contract they were supposed to close and open the pool. They have not contacted us since early fall when they did close it. When they closed the pool they took parts of the filter away and now we don’t have them to be able to open the pool. They were also supposed to teach us how to open and close the pool and didn’t. They are not responding to emails, calls, voicemails, or messages on their ******** page.

  • Initial Complaint

    Date:04/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 signed a contact on 9/29/23 and paid a deposit for Sabrina Pools and Hot tubs to install a 24ft above ground pool at my home. The deposit was for $6,136.29 which company cashed. Pool was to be installed Oct 30th 2023. For various reasons, according to the company, it was not put in. On 3/27/24 company owner Johnathn Casado left me a voicemail assuring me that on April 15th 2024 pool work would be started. It did not. Noone showed or called. I have not been able to reach owner since. I have sent emails to company, but have gotten no reply, called store but no one answers the phone, visited store during the listed open hours but it was closed, tried to reach company through their Facebook page and Facebook messenger but no reply, I have left numerous voicemails on owners phone with no call back. His voicemail box is now full and no more messages can be left. I believe he stole my deposit and will not be returning it.

  • Initial Complaint

    Date:04/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 contracted with Sabrina pools in Sept 2023 to close pool for the season. Sabrina failed to drain water from the heat pump, and in spring I found the Heater destroyed due to ice damage. The drain plug had never been removed from heater.
    I have tried to reach Sabrina, but Web site not available, phone number not connected, and have not been able to reach them at the store front.

  • Initial Complaint

    Date:04/03/2023

    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.
    On April 12, 2022, ***** ****** paid a $4,200.00 deposit to Sabrina Pools & Hot Tubs for a pool liner replacement. Sabrina Pool provide a "mid-July" 2022 replacement date. Work was never performed by Sabrina Pool. ***** and Ray ****** made over 20 phone calls during 2022 requesting a performance date. Calls were never returned as stated during the call. We are requesting a return of our $4,200.00 deposit since no work has been performed.

    Business Response

    Date: 08/15/2023

    This is in reference to the ****** family. We apologize for the delay in refunding the deposit. Doing this type of refund is difficult when we already have ordered and paid for the vinyl liner. This is something that is custom and unique to the homeowners pool design so we are unable to use this liner unless we find a customer who likes the liner pattern choice and also fits the exact dimensions. I certainly would like to give them a full refund but at this time we are unable to give back the full amount. Will the customer accept a partial refund with a promise to send payments monthly until we are paid off? 

     

    Thank You.

     

    Jonathan C*****

  • Initial Complaint

    Date:02/28/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    03/2021 we began a pool build with Sabrinas pools and hot tubs of ******** **, the whole process was bad from day one. we started paying our loan immidately never missing one payment, the owner has had 2 disbursments given to him already through the process. numerous times throughout the process we have not been able to contact owner regarding concerns from 2021 - 2022. 2022 is when the actual pool was ready to swim in not until August however and without the concrete collar around the pool, we were told we would be swimming in 2021. 2022 Jon ( owner) signed **** ************ name ( HOME OWNER) on a change order contract that we requested due to the owner giving us a conversation pit ( wrong item, not disclosed to us) that was cheaper then the one we ordered . the loan company noticed the signatures did not match his so we were notified immediately. Owner could not be reached regarding this issue by us or loan company. this was the last time we were able to speak to Sabrinas owner Jon C****** we wish to proceed to finish our pool concrete part of the project with a different company then that of which Jon offers with his contract, who has been able to provide us a quote and date for work both of which the pool owner Jon could not provide in a timely manner., however again Sabrinas owner Jon C***** has been ignoring our attempts and the loan companies attempted of reaching him for a contract change order. This contractor has commited fraud by signing our name on a contract that alone is a crime, now he is in violation of the home improvement act protecting home owners. I simply would like the right to finish our pool concrete part , with a different company, we have been paying faithfully on for over 2 years now. no other pool company takes this long, we were told july 2021 the pool would be finished.
    The 2 contracts we have can be furnished upon request.

  • Initial Complaint

    Date:01/31/2023

    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.
    I gave my down payment for a spa in April and they said it would come in in the end of November and I've been calling since with no luck getting a hold of anybody I've been there multiple times and nobody's there during their business hours

    Business Response

    Date: 04/24/2023

    Good afternoon, on behalf of the complaint filed by ****** ********: 

    Monies were collected by a former employee and the order was never placed by him. This information was not relayed to me as we were doing an extended stay at the NICU after the birth of my daughter over the winter. A refund check was issued to ****** ******** on 3/21/2023 once the matter was brought to my attention. Please contact me directly for any other issues regarding this matter. Thank you and again our apologies for the late response, somehow we did not see this one. 

     

  • Initial Complaint

    Date:12/14/2022

    Type:Delivery 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.
    Sabrina took my old pool cover so I could get an estimate for a new cover. I received the estimate and they were supposed to charge half but they charged it twice by accident so I have paid for the entire cover. I was told it would be delivered and installed in October, then told early November, then mid November and the last time I actually reached someone I was told by the end of November. It's now mid December and I have no pool cover - they have my money, no one is answering the phones anymore and when I drove out to their location no one was there.

    I've attached the receipt that they sent which only shows the one charge. I have credit card receipts which show that they charged it twice on two different cards.

    Business Response

    Date: 03/06/2023

    This hadn’t been brought to my full attention. We have been closed all winter and the 2 employees assigned to Mrs.******* no longer work for us.  I will be more than happy to refund her the money. I’m so sorry it took us so long to send the refund back. As of 3/7/23 check will be in the mail.

    Thank you.

    Jonathan C*****

  • Initial Complaint

    Date:12/06/2022

    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.
    We signed a contract w/Sabrina pools in December of 2020. At the time they estimated our pool would be complete by June of 2021. We are still waiting. Although the delays could be blamed on supply chain issues, poor management and awful communication on behalf of Sabrina my complaint is not about the timing. My complaint is about money Sabrina owes us($2647.06) and services/products we have already paid for but not received(installation of a safety cover ~$3000. We made our final payment in August of 2022. That turned out to be $2647 over the final price and Jon assured us he would immediately send back the over payment. We are still waiting. He also assured us the safety cover would be installed at the time of the pool closing. That was well over a month ago. I have reached out countless times and never gotten a response. I now have no choice to but to seek other avenues for getting what is owed to us. I'm sick of the excuses and just want what is ours.

    Business Response

    Date: 03/06/2023

    As of 2/6/23 a refund check has been mailed out in full to the customer. I haven’t figured out a date on when we can install his safety cover yet. However I will be able to install (weather permitting) by April 29th 23’. I apologize for the inconvenience. All covid related issues have cleared up for us this season and we are looking forward to having a great year.

    Thank you.

     

    Jonathan C*****

Sabrina Pools & Hot Tubs is NOT a BBB Accredited Business.

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