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:01/10/2025

  Type:Order 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.

  Osprey Pools sold us on the idea of building a quality home pool for our new home in **********, **. Osprey Pools accepted our initial deposit of $25,801.30 (35% of the contracted price) on September 24, 2024. This initial deposit was required to start the process on permitting for our pool. This initial stage of the project was estimated to take up to 60 days. We are now 109 days into this stage. As of today, January 9, 2025, I do not believe that the permitting office in **********, **, is even aware of our pool project. Even if the permitting process were to be started with the City tomorrow, I can't imagine how much longer that part of the process would take. I am not sure if Osprey Pools is aware of the processes required with the City of North Port for the issuance of permits. Osprey Pools has done nothing but make excuse after excuse about the delays on the project. They have been extremely lax in providing details about our project and where the project status stands. I have communicated with another customer of ******************** who had an incredibly bad experience, that is ongoing a year after signing the contract. Our salesperson has since left the organization. He voiced concerns to me, the homeowner, that he was very concerned about how little work had been done on the project in the first 4 weeks after signing of the contract. I do not want any other customer to be confronted with the headaches that this company has put us through. I feel that we should be refunded our full deposit and we will look elsewhere for a pool company with a good reputation.

  

  Business Response

  Date: 01/29/2025

  To the BBB :

  we apologize for not responding in writing sooner. Our efforts have been focused on internal communications with Mr ****** Over the past few weeks we have had multiple conversations with ********* which have led to a settlement offer that was prepared and sent out to him today(1/29/2025). We anticipate an agreement being signed shortly at which point he will rescind his formal complaint. This resolution will restore our companies good name and character.

  Osprey Pools is steadfast in its position that we did not engage in any deceptive tactics with the consumer nor have we operated in any manner that could be misconstrued as unethical or deceitful.  

  Cordially,

  Osprey Pools 

   

   

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22790562
  
  I am rejecting this response because:
  
  the complaint has not been resolved.  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/13/2025

  In the matter regarding ******** and his recently denial of a settlement of a satisfactory nature being reached.We are and have been for weeks engaging with Mr ******** had reached an agreement and when it was sent for signature He decided at that point to seek legal representation because he wanted a full refund of his money vs 92% which we had offered reflecting expenses incurred to progress his contract /completing several phases of his pool engineering in preparation for county permitting approval.We are confident that the matter in spite of his legal representation will be resolved shortly within a handful of days.We maintain that we as a company have done nothing that was not above board or illegal nor have we provided falsehoods to ******** at any time during the course of our professional ************** closing as stated above an agreement has been presented 14 days ago.I week ago we received notice that he had secured legal counsel in an attempt to alledge that we breached our contract and therefore he was entitled to all his deposit back. Both sides legal councel has been communicating. A settlement will be OFFERED in good faith again and if it cannot be resolved amicably we will enforce the arbitration clause which was part of the contract he signed. 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22790562
  
  I am rejecting this response because:
  
  We maintain that we as a company have done nothing that was not above board or illegal nor have we provided falsehoods to ******** at any time during the course of our professional engagements.this statement is not accurate   
  

   

   

  Sincerely,
  
  ***** *****