Complaints

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.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair 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.

  They installed a pool for me that was purchased at *****. I made sure I had all the foam installed bc they said it was important for the pool liner to last long. The liner had wrinkles in it and sharp rocks in more than a spot or 2 that you could feel under the liner with your bare feet when you walked on them. The liner did not last a year, so we got it replaced under warranty. When they came to install the new liner, they said that I needed another foam layer installed so that it wouldn't happen again and they tried to charge me for the foam to be installed again. I already have to pay for all the water which is around 2500 gallons and almost $2000, now the installers are trying to squeeze every last penny from me. They installed it terribly, liner wrinkles and and rocks that were left under the liner that you hurt your foot on when you walk in the pool and foam that they installed was apparently not good enough like they said it was good enough to protect my liner. Now, they try to tell me that it needs more foam. FYI, during my first install, I paid the most for foam installation bc they said it was the smart move and it would save me money. I'm done with JP pools and suggest that everyone run when they hear their name. They are hackers and will look to bleed you dry during installation. The worst experience, they shouldn't own a business. I feel robbed

  Business Response

  Date: 10/15/2024

  I am the owner/operator of JP Pools LLC.  We have been in business since 2007 and I have been installing pools since 1978.   We were contracted to install a pool for the complainant through ***** Pools. We completed the installation on 4/14/23.  We did not receive a single call, text or email message from the customer or ***** telling us something was amiss.  On 8/9/24 we received a liner replacement order from ***** to replace a liner.  Our office manager worked with the homeowner to go over the details and process and thought the relationship between the homeowner was cordial.  On 9/27/24 we replaced the liner. Our interaction was uneventful and we left.  We were quite surprised to learn of a BBB complaint.  I will address each complaint.   The homeowner claims that there were wrinkles in the liner.  This is absolutely false and we have photos to prove this if needed.  The homeowner cannot produce photos with wrinkles and has only his baseless claim.  Regarding "sharp rocks" under the liner, The old liner was removed and due to the fact that the homeowner purchased floor foam, we were able to see the impressions that the "sharp rocks" made.  There were a dozen or so impression and I asked the complainant"s wife to come to the side of the pool to see the issue (the complainant was not at home during the liner replacement.  All but 1 of the impressions were caused by clay balls in the base material and could be squashed flat with your fingers.  1 impression was a small round stone that neither penetrated the floor foam or liner.   When we returned to replace the liner we were asked by the complainant's wife if there was any thing to do to protect the liner.  I explained that the more layers between the liner and the ground, the more protection.  She called her husband and we spoke on speaker.  He wasn't interested in spending more money.  About an hour later we were getting ready to install the new liner and the complainant's wife said she wanted to put the extra layer of foam.  She had repeatedly asked me what my recommendation was and I was as clear as possible.  I told her that all but 1 impression was a clay ball and nothing penetrated the foam (it did the job it was supposed to do).  I told that she should NOT but the foam due to her husband's answer and the fact that the first layer adequately protected the liner.  She insisted and we installed a 2nd layer.  Finally there are a few more mistakes and misrepresentations.  The pool hols approximately 22,000 gallons not 2500.  To fill this pool with tanker trucks would take 4 trucks. At $375/load this is $1500.00. The $2000 figure is either a mistake in math or something else.   Incidentally the homeowner only had to pay for 1 load of water for the liner replacement sine about half of the pool water was transferred to a portable pool and replaced.  This is a baseless and silly complaint.   ***** Pools replaced the homeowners liner for no charge according to the terms of the original contract which says in bold, HOMEOWNWER RESPONSIBLE FOR REFILLING THE POOL IN A LINER REPLACEMENT FOR WARRANTY DEFEACT OR PROTECTION PLAN.   The homeowner was given a new liner and labor at no cost just as ***** promised.   The ending of the complaint is quite telling.   There is no mention of a desired resolution but rather silly name calling and and attack on a reliable family business with literally thousands of happy customers.   Feeling are not facts and no one was robbed.

  Customer Answer

  Date: 10/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The gallons are approximately 23,800 gallons, not 22,000. I accidently wrote 2500 instead of 25000 gallons bc I was so aggravated and disappointed in my service from this unprofessional company. The owner of JP pools sold us on foaming the walls and the floor when we initially had the pool installed. The owner/installer said it would protect the pool from rips and cuts and wrinkles which it did not. i was going to just live with all the wrinkles and the rocks protruding through the liner until there was a leak and I couldn't live with that on a pool that is barely over a year old. JP pools is the installer for ***** pools in the Southington store where I bought the pool from. I do believe that ***** pools does not completely stand by their warranty since I was still responsible for the water to fill the pool which is expensive when you are talking about 23,800 gallons. After spending nearly $25,000 on everything, you dont expect your liner to start leaking within a year. I do believe the installer they used for me was the realm reason the liner leaked. The wrinkles and the sharp edges of rocks that were present under the liner contributed to this and the poor installation was the major reason for the liners failure. Noone should get ripped off from JP pools like my family did. Yes, I did use a temporary pool that held 6000 gallons bc it cost the same as a truck load to buy it and at least I didn't have to add salt to those 6000 gallons. Back to JP pools, when they came back the second time, only my wife was home like he says, so what did the owner do, He charged her for another layer of foam, saying that it was important to protect the liner. My question, wasn't the foam I purchased the first time supposed to protect my liner and why is the owner selling my wife on another layer of foam when the first layer of foam was already supposed to protect it. After speaking to several other pool installers to do my homework, they suggested the owner was trying to sell the extra foam as a money grab. I 100% believe that the installation by JP pools caused my pool liner to start leaking. It was leaking a seam that had a hard rock sticking against the liner. Isn't the foam so supposed to protect against hard objects under the liner? Why would the owner sell me another layer of foam? I am not happy with the work or the sales tactics used by the owner of JP pools. I will warn all others about this business and I suggest BBB does to. A company trying to rip off their customers does not deserve to stay in business.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair 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.

  - JP Pools installed a pool liner in my 21' round above ground pool in July 2019.
  - The cost was $850.
  - JP Pools offered a manufacturer warranty of the liner, and guaranteed their workmanship for one year.
  - In 2020 I started having leaks in the floor, and had those patched by a scuba diver. Towards the end of 2020 the liner began to leak around the filter intake. In 2021 and 2022 the problems worsened, so I contacted JP Pools and asked them in investigate the issue. They refused to inspect their work, and never came to look at the issue. In 2022 I got a second opinion by another professional pool company, who was able to identify the liner was installed over the incorrect substrate causing the issues.
  - Again in 2022, and now in 2023 I have repeatedly asked JP Pools to investigate and warranty their product, and they still refuse to look into the issue.
  - JP Pools, with all of their years of experience, knowingly installed the pool liner over a substrate that does not comply with the pool liner manufacturer's specifications. This causing the liner to fail, and is no longer usable. Even though the issue wasn't properly identified until 3 years after installation, the issues were present within their 1 year warranty period. If they were willing to investigate sooner, then they would have been able to identify the issue in a timely matter.

  Business Response

  Date: 06/12/2023

  JP Pools LLC was contacted by ****** **** on 7/18/2019.  He needed a replacement liner for his 21' above ground pool.  ****** and I exchanged over 20 text messages, voicemails and phone calls to work out the details of the liner installation.  On 7/25/2019 our crew installed a new liner in his pool which was 15-20 years old and in good condition.  The pool based was prepped per standard protocol and the new liner was installed.  The homeowner declined to optional upgrades of floor and wall foam used to protect the liner and warm the pool water.  The next text message I received from Mr. **** was on 1/9/2023 stated he had a "bunch of leaks and can't keep water in it [the pool].  I called him and we spoke for over 25 minutes.  He wanted (demanded) me to come and "inspect our work."  I explained to him that leak detection was not possible without leak detection equipment and it was done by companies trained and equipped to do so.  Not once did the customer mention he hired a scuba diver in 2020 to patch his pool.  Nor did he contact me in 2021 or 2022 when "the problems worsened."   We were also unaware that another contractor "was able to identify the liner was installed over the incorrect substrate causing the issues."   I have been installing pools since 1978 and not once have I ever heard a pool base referred to as "substrate."  It's not a term used in the industry.  Furthermore short of draining the pool and removing the liner, it's not possible determine the quality and acceptability of the pool base.  Comments on the pool base in this scenario is conjecture at best.  Furthermore the pool base had been there for 15-20 (based on an estimation of the pool age given its condition) and the customer made no mention that it was a problem with the old liner.

  During our phone call of 1/9/2023, I explained to Mr. **** that the workmanship warranty was one year. I also told him that the liner had a manufacterer's warranty of 15 years but was limited to defects which essentially covers defective seams which he did not have.  I explained to him that his two best options were to patch the holes which are extremely difficult to locate.  The other option would be to replace the liner.  The following day the customer spoke to our office manager Crystal who offered to provide him with a proposal to replace the liner at a reduced cost.  The customer never responded to her offer but contacted her around 6/6/2023 expressing anger that we were "not standing by our work and refusing to inspect our work."  I called him on 6/7/2023 and we had a 2:34 conversation where he repeated his demands for us to come "inspect our work" while threatening us with a BBB complaint.  I reiterated that he was well outside his warranty period and had not contacted us of over 3 1/2 years since the original installation to notify us of said problems with the pool.