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:08/07/2023

  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.

  On August 30, 2022, we get proposal service invoice SYAN POOL to install a premium + 30’ pool. We paid a deposit of $4600.Also be ordered 5 yard of send for pool bed.
  On September 21, 2022, the pool was installed. We paid $4781.This day was just terrible. Bobby arrived without a preliminary call and did not even notify that he had arrived.I heard a crash when I saw that someone was moving boxes on a tractor and scattering them around the area where the pool should be. He was extremely unfriendly. All winter the boxes with the steps were not assembled. In April, when it came time to install them, it turned out that the step was broken. I contacted Bobby and he said that the warranty on him was over. Cost $600. The whole winter before the swimming season in end of May, the pool stood without use. At the beginning of May, they would have found that grass had sprouted through the insert. When he made the pool bed, he didn't use all the sand - because of this.I told Bobby about it. He didn't come to check it for 3 weeks. I had to ask him again under his Facebook post. He was offended by this, but he sent a person. A man came with nail clippers to trim the grass. Although they should have used the means to destroy this grass, like Round Up or so. Since there were around 10-15 , the company decided to replace the liner. Since this happened at the beginning of June, in the midst of the summer season, we decided to postpone the replacement of the liner for October.This morning, August 6, I discovered that the water level in the pool has decreased dramatically. I found a huge water leak.I'm really completely disappointed with Syan pool company. It is installed poorly, unprofessionally. My requirements to Syan Pool company:
  1. Refund all money I paid for the pool - $9381.00+water $200 +Chemicals - $300,+ sand - $250
  2.Disassemble and take away the pool structure (everything!).
  I know that the company has its own lawyer who gives answers to all questions and complaints.

  

  Business Response

  Date: 08/07/2023

  Ms ****** purchased a pool from us in August 2022. When she was contacted/instructed to order her sand she was given an install date just as everyone is at that Very time. Ms ****** greeted us upon arrival and even gave us Hugs and everything so I’m not sure exactly what she’s speaking about otherwise. Ms ****** had to open her garage to grant us access to boxes for the pool. A few days after pool was installed, Ms ****** contacted us and told us her pool was leaking water as she stated there was wet spots outside of her pool. We immediately sent a crew over with a new liner just to find out her pool was not leaking or losing water, she left her water hose outside of the pool with the water running. Ms ****** was very apologetic and still very nice about the situation. Fast forward to April 22, 2022 at approximately 7pm Ms ****** contacted us to tell us her steps had a broken piece. She asked us were they still usable and we told her they seem like they would be fine. We explained to her that since they were a special order step and not something we carry (wedding cake steps) that is was outside of our allotted return time. However, they were still covered under a full manufacturer warranty. Even though the warranty information is included in the box with the steps, we still assisted her with the warranty process. Again, Ms ****** was thankful (this all transpired in text messages). Fast forward to May 10, 2023 Ms ****** contacted us about a strand of grass sprouting through her liner. She was instructed not to mess with it and to bare with us we would have someone get over there. We attempted contact with her May 20 with no luck. May 31 we were in her area so I contacted her again to let her know someone would be by there. The following day one of our employees arrived at Ms ****** home to do a quick and proven method of repair (which includes diving in the pool, clipping the strand, injecting a chemical into the earth through the hole, and using an underwater patch kit to cover), they contacted me telling me there was a small area near the edge with a few strands of grass sprouting up. It was explained to Ms ****** that Round up does not treat Nutgrass (nutsedge) and showed to her that we use a granular chemical (******** Blast It) just before the liner is installed on every single pool. It’s a chemical that aims strictly at preventing Nutgrass (nutsedge). We buy pallets of this from ******** Chemical Company because nothing purchased at any local hardware store is going to help. We also explained that Nutgrass will grow through just about anything. Unfortunately, some yards are so infested that the preventative we use doesn’t completely control the infestation. We also explained to her about Pool owner Maintenance and keeping a 12-18 inch barrier around the pool to prevent growth from the outside in. Ms ****** has failed to do this. Nonetheless, although we were outside of our agreed warranty timeframe we offered to go ahead and drain the pool, re treat the bottom, and install a brand new liner at no cost to her. Ms ****** asked if we could wait until later in the year because they use their pool everyday. That was fine, we went ahead and had the new liner delivered directly to her so that it was in her possession so she would be a little at ease. Fast forward to Noon Sunday August 6, 2023 (almost 1 year after pool installation). Ms ****** contacted us to inform us that her pool was losing water rapidly from a hole in her liner probably from her steps. Again, going back to pool owner responsibility, Ms ****** failed to get a ladder/step pad to go beneath her steps as instructed. We informed her that it was Sunday afternoon and that we were closed and that nobody was available to run to her home and assist her. We told Ms ****** that we could schedule her for a service call. Ms ****** got upset that nobody would come to her house right at that time and began with a parade of negative reviews on EVERY platform. Since it has been one year since the pool was installed and her household did get plenty of use (as she happily told us) we would be more than willing to refund her 75% of the pool/material cost and remove the pool from her property. This is 15% more than we offer for our buy back program aimed at military personnel who purchase pools and get re stationed to a new location.

  Customer Answer

  Date: 08/08/2023

  Reading the answer, as well as other complaints, I am amazed at the fabulous ability to describe events that did not happen. It's just that every line is a deception, fiction, speculation. Nothing real about what's going on. I can give a truthful answer to every statement. I have photos and texts, unlike a business owner who does not have.
  On the day of the installation, the person arrived, extremely angry, because his partner had urgently left for the funeral.
  I watched his actions from the window. I couldn't approach him, he was extremely and extremely unfriendly. He didn't remove the top layer enough. It is necessary to remove at least 12 inches to remove all the roots. And this was confirmed by the man who came to cut the grass with nail tongs. There was a small bottle with some kind of drug, but only for visibility. No one treated the land with a chemical. Also, the person did not plan to treat the sprouted grass with any chemical. I specifically clarified this with him. Only cut and patch. 
  It's funny to read all the deception with instructions and calls, etc.
  The person does not even know, did not see where we have a step and where we have a hole. He didn't see HOW the step r was installed. 
  And if you disassemble the pool, you can see that not all the bolts are screwed.
  
  
  This is absolutely hack work.
  Our expectation of summer with the pool is broken.
  We used it for 3 months - May- June-July. With grass inside.
  Our music teacher has a similar pool for 20 years and no problems.
  
  

  Customer Answer

  Date: 08/08/2023

  
  
  Complaint: 20430309
  
  
  
  I am rejecting this response because:
  
  Reading the answer, as well as other complaints, I am amazed at the fabulous ability to describe events that did not happen. It's just that every line is a deception, fiction, speculation. Nothing real about what's going on. I can give a truthful answer to every statement. I have photos and texts, unlike a business owner who does not have.
  On the day of the installation, the person arrived, extremely angry, because his partner had urgently left for the funeral.
  I watched his actions from the window. I couldn't approach him, he was extremely and extremely unfriendly. He didn't remove the top layer enough. It is necessary to remove at least 12 inches to remove all the roots. And this was confirmed by the man who came to cut the grass with nail tongs. There was a small bottle with some kind of drug, but only for visibility. No one treated the land with a chemical. Also, the person did not plan to treat the sprouted grass with any chemical. I specifically clarified this with him. Only cut and patch. 
  It's funny to read all the deception with instructions and calls, etc.
  The person does not even know, did not see where we have a step and where we have a hole. He didn't see HOW the step r was installed. 
  And if you disassemble the pool, you can see that not all the bolts are screwed.
  
  
  This is absolutely hack work.
  Our expectation of summer with the pool is broken.
  We used it for 3 months - May- June-July. With grass inside.
  Our music teacher has a similar pool for 20 years and no problems.
  
  
  
  Sincerely,
  
  
  
  Lilliia ******

  

  Business Response

  Date: 08/08/2023

  We Sell/Install on average 400-500 pools yearly and another 200+ liner replacements. As much as we try to avoid mishaps, they’re bound to happen at that rate. Luckily for us, it’s an average of only 3-5 times a year that these problems do arise. Unluckily for us, those 3-5 people make it a point to leave these negative reviews on every platform that they’re able to. This entire review has been about a liner that had grass sprout through months after the warranty phase. Ms ****** has had possession of the brand new $900 liner since this incident happened because she did NOT want us to replace it at THAT time. Ms ****** has had possession of the liner for months. The Anger and outrage included with the parade of negative reviews across all reviewing platforms is her answer to us being closed on a Sunday and not being able to send someone to her home at the drop of a dime. Had we been able to send someone to her home Sunday when she contacted me, I can 100% guarantee that this review doesn’t exist. In fact, a positive review boasting and bragging about how we came to her house at the drop of a dime on a Sunday afternoon 1 year after her pool was installed with rave 5 star reviews would be what she would have posted. If the initial experience was so bad, why wasn’t there a review posted before? Why wasn’t there a review after she seen the grass back in May? Because her initial experience was her giving hugs. In May we attempted to replace her liner. See the pattern. As much as we try, we’re unfortunately not able to please everyone at their convenience. 

  Customer Answer

  Date: 08/10/2023

  
  
  Complaint: 20430309
  
  
  
  I am rejecting this response because:
  
  Are you so fixated that you got a negative review that you don't want to see the problem.
  The problem is that you did a hack job, for which I paid you almost $10k.
  You absolutely carelessly scattered the boxes that I paid for on the territory. You absolutely unprofessionally did the preliminary work on the preparation of the pool area. And I have to pay for all this? You brought the liner in June, in the midst of the summer break, and wanted me to immediately let you replace it. You know that you need to drain the water for 1 week and fill the pool for another 1 week. Properly prepare the platform for the pool, cultivate the land, purchase additional bedding - this is still time and my money.
  Don't write me anything else in private messages. Don't write conjectures. Your violent fantasies know no bounds.
  Definitely I will not allow you to change the liner.
  I offer you 2 solutions .
  1. I voiced above . 
  2. You will reimburse me for the costs of replacing the liner, the costs of water - chemicals.,broken step. Total $3000.
  And we will never cross path again. 
  

• 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.

  Chase Credit Card - C-20230529-501
  On February 3rd, I put a down payment on an above ground pool to be installed for $ 2496.00 on my
  chase card. On March 1st, 2023, I tried canceling the installation since I was nervous because the owner was pressuring me into getting the pool installed. He threatened me and said would not be eligible for
  my down payment if I did not finish the services. The pool was installed by two gentlemen. The gentlemen arrived at about 9:30am and the job was completed at 11:00am. I paid them an additional
  S2600 before verifying the pump was working since the water needed to be filled. No instructions were given other than the instruction manual although I asked for help with understanding how the pool worked. The two installers told me to contact the owner for additional assistance. On March 2nd, 2023,
  once the water was into the pool. tried turning on the pool bump to circulate the water and water was
  coming out. I texted the owner of Syan Pools and videoed him a picture of what the pump was doing and he told me to turn the pump off and Devin one of the installers would contact me. Devin contacted me and gave me instructions on what to do to the pump but I could not get it to work. I reached out several times but got no answer. On March 5, I continued to ask for assistance with all the equipment and was told all of this should have been explained during installation. (see attached text messages) On May 29th, 2023, I reached out to the owner concerning the pump again advising I'm having additional issues. His response was I had burnt out the pump. I have tried calling him and texting him but he has not responded. I tried filing a warranty claim for the pump but they referred me back to Syan. It is my belief I was sold a defective pump from the beginning. Attached will find text messages from the owner, as well as the receipt given. I paid over $5000 for pool installation and services which I am not getting.

  

  Business Response

  Date: 06/23/2023

  Unfortunately, what Ms *********** is attempting to do is to get something for nothing. Like Every customer, she received a copy of the contract/agreement not once, but a minimum of 2 times prior to Ever placing a deposit Or doing any business with Syan Pools. Ms *********** has been trying to shortcut from the beginning. She refused to buy the required sand for pool installation.. I asked her did she even read the agreements that she signed and she said no so since she didn’t read it then it shouldn’t apply. She never attempted to cancel. Of course, if she would have then she would have received a refund minus the 20% restock/cancellation fee in our agreement. I (the owner) personally told her in person what type of cord she needed to run her pump the day her pool was being installed and she brushed me off and told me she had one. Almost 5 months later she contacted me to inform me that her pump wasn’t working. I requested photos of her power source. In the provided photos there were extension cords that were 14-16 gauge, I immediately knew she burned her pump up. Of course, I told her that she burned the pump up and she tried telling me that the installers said that was the right cord. I reminded her that I was there personally and she never showed a cord that I told her face to face what cord she needed. She still wound up receiving a free replacement pump. She contacted me the day before she posted this review telling me the pump arrived can we install it. I responded the following morning at 8am telling her I’d get someone out the next week to install it since it was Thursday and her house is 60 miles away. Shortly after we received this review, of course I confronted her about it since it was painting a false narrative. I personally offered to send a crew out to remove the pool and give her a refund minus the 20% she agreed upon. Instead she feels entitled to the pool, equipment, and a complete refund. After explaining how asinine that sounded, her last offer was for me to refund the entire cost of labor for the pool installation ($1000) and that she would pay for someone to install her new pump. She thinks that since she decided to pay for “pool school” that this was a good resolution. Pool school is a crash course that pool maintenance companies offer pool owners on how to operate and maintain their swimming pool. The cost of this is typically $100-$150. It’s the same thing that most of our customers just get on YouTube and watch for free. To summarize her review, Ms *********** burned her pump up and voided the warranty yet she still received a free replacement pump. She refused to pay for sand delivery ($300) we covered it. She received 15% off to begin with ($879 discount) and her entire out of pocket cost to Syan Pools came out to $4983. We’ve included a few real screenshots of text messages, her signed agreements, as well as a copy of her invoice. 

  Customer Answer

  Date: 06/23/2023

  
  
  Complaint: 20157717
  
  
  
  I am rejecting this response because:
  
  
  There was never no clear instruction given by this company. The owner clearly says in text messages instructions were suppose to be given by his team member Bobby. 
  

  Also, I had problems with the pump since day 2 once the pool was filled. Syan Pools never came back out to verify the pump even worked. 
  

  No one ever advised what does to use and to be quite honest for $5000 the cord should have been verified apart of the installation. Installation of a pool means to verify the pool is working and installed correctly. 
  

  I asked for $1000 back for the labor since no clear instructions were ever given and the pump was never properly installed. 

  
  Sincerely,
  
  
  
  Jania ***********

  

  Business Response

  Date: 06/26/2023

  I’ve attached photos provided by her at the beginning of June of the pumps melted internals. Her pool was installed in February. If her pump wasn’t working from February to May/June (since she claims she was sold a defective pump) her pool water would be disgusting and “pool school” she paid for would not have transpired simply because nobody could show her how to operate your pump if it doesn’t work. I don’t think her or anyone would wait a couple months to say their new pump isn’t working. Aside from all of her claims, she still received another brand new pump free of charge prior to her complaint.  My offer stands. We’re willing to remove the pool and all of the equipment and issue a refund in the amount of $3987. Her paid total was $4983 We also got stuck paying her unpaid bill for sand delivery of $361. Offer stands until July 1st

  Customer Answer

  Date: 06/26/2023

  
  
  Complaint: 20157717
  
  
  
  I am rejecting this response because:

  I have invested my time and money into this pool so coming to get the equipment will be taking money from me. I’m asking for the labor to be refunded since it was not properly installed. The pool was installed March 3rd. The pump had problems in the beginning and I paid for someone to come out to properly finish the installation Syan Pools were suppose to do. I’ve invested in the chemicals and etc so coming to get the pool is not something I’m willing to do because I would lose over $3000. 

  
  
  
  Sincerely,
  
  
  
  Jania ***********