Complaints

This profile includes complaints for Pinch A Penny Pool Patio Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Pinch A Penny Pool Patio Spa has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pinch A Penny Pool Patio Spa

  9715 Crosshill Blvd Ste 105 Jacksonville, FL 32222-5838

  
• 

  Pinch A Penny Pool Patio Spa

  9715 Crosshill Blvd Ste 105 Jacksonville, FL 32222-5838

  

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:05/08/2023

  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.

  Transaction Date was on 02/17/2023 to install an ******** ***** ***** ***** ***** ********** ****** for $225. They did not follow manufactures guidelines to flush out the water filtration system. My complaint is after paying ******** $1000 and Pinch a Penny is requesting $225 for installation that they did not do correctly. I refuse to pay them the money because they did not flush the system as recommended by the manufacturer of the filtration system. They also did not remedy the situation by flushing the system after installing it and this caused worse water then I had before the system was even installed. The invoice number is ****. Attached is a picture of the post filter with all the black sediment from the main filter tank.

  Business Response

  Date: 05/11/2023

  First the filling is in response to our sending out collection notices for unpaid services we have completed.  We sale service and install water treatment systems.  The system that we installed for him was not anything we sale. However we agreed to install it for him.  Most all water treatment systems require flushing once installed. That is standard practice for us.  The day after his install he called and said that he had clogging at his sink and the final filter was clogged.  We went out, re flushed the system, cleaned his sink strainer and replaced the final filter element that is in his pictures.  We have not heard a word from him since that day until he received the collection letter.  He then came to my store, showed me the pictures and said he should not have to pay.  I told him that I would once again give him a new final filter, even install it for him, but he first had to pay for the original installation.  He refused and says the system is still allowing particles into his house and clogging the last filter.  The system was installed in February, 2023 It is not our product.  I told him that if the system was not performing to his satisfaction that he should contact the people that he purchased it from.  We were only the installers.  Our piping is not leaking, all we were hired to do was plumb in his system.  My question is if the system is so bad and he thinks we are the reason why did he wait until May when we sent out collection notices to anyone over 90 days past due to present the issue.  I also believe the filter picture he is presenting was taken in February and is the original, which I replaced with a new one the day after installation at no charge to him. 

  Business Response

  Date: 06/03/2023

  I have attached his picture back with comments.  If you look at the pictures and compare with our work, You will see that we followed the flow diagram exactly as shown.  The diagram is done using PEX tubing.  We do not do any plumbing work using PEX tubing.  We convert to PVC and plumb in PVC.  His original plumbing was copper.  We converted to PVC using a Shark Bite fitting on both ends.  As you can see in his pictures the plumbing looks good and professionally installed. There are no leaks, all pipes look professionally installed.  He sent a picture of a leak at a filter housing.  We did not supply any of the treatment parts, just plumbing and installation.   We supplied PVC Pipe, PVC valves, PVC fittings and 2 Shark Bite fittings.  There are zero leaks in any of the fittings or piping. He sent a picture of some un-used fitting that came with his system.  They are PEX fittings. We do not plumb in PEX ever.. We  did not tell him we would plumb in PEX . As to his reason for us not suppling filters for *******, the two filter housings are standard housings.  Both the housings and filters can be purchased from any water supply company as well as **** ***** ** *****.  We keep both in stock.  The only parts that are ********* only are the two tanks seen in the  picture.  We did not hear a word from this gentlemen since I went out and demonstrated how the system worked to him until he received his past due notice for non payment.  Keep in mind we installed in February, It is not our system, we just installed it.  No complaint to you or me, until May because he was over 90 days past due on the $225.00 installation cost.
  ******* *****

  Customer Answer

  Date: 06/06/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:  Does he not notice that there is a close valve missing?  Also the one close valve does not turn - it is clued shot.  Also, we're is an image of the filter's he sells?  Does it even look like the ******** filter?  Is it identical?  He is not telling the truth.  He never replaced the post filter.  He did not install a functional by-pass system.  I was using dirty water for over 3 months because of his companies sloppy job and it ruined my refrigerator filter (a $60 item) not including all the piping in a brand new home.  Will he fix the clued valve and install the missing valve, flush the whole house pipes and replace my refrigerator filter?  If this is not done,  I will have to contact a lawyer to be compensated for the damage caused by his companies negligence.

  
  

  Regards,

  
  

  **** ********

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:05/01/2023

  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.

  We asked pinch a penny to clean and acid wash our pool. They didn’t clean it properly and it resulted in our pump going up because the debris was not cleaned from our pool. We did not pay because the pool was done properly and costed me now $2500 to get a new pump and components. They are now messaging me and sending letters they are going to put a lien on my house. My new pump is damaged and their is so much plaster from their cleaning in my pool the equipment keeps malfunctioning. I want them to clean my pool and reimburse me for the pump that was damaged and the damage to the new pump. We have contracted many pool professionals that agree that Pinch a penny’s negligence is the cause of the damage to our pool. They are not taking responsibility and are trying to put a lien on me for not paying for the unsatisfactory job they performed on my pool. I have many videos that show the blaster in the filter and multiple pictures of us cleaning the filter with the debris. It would only let me attach a few

  Business Response

  Date: 05/08/2023

  We were hired to drain and acid wash the pool belonging to ******* ****** ** by his wife.  The pool upon arrival was in very bad condition. Water was like swamp, not normal pool water look.  Pool looked to have been neglected for several years.  We drained and acid washed the pool. I am attaching a picture of the very clean final results that shows the hose in the pool placed by us.  We take care of similar problems on a fairly regular basis.  As the picture shows when we left the pool was clean and being filled.  The Marcite material, that has deteriorated and fallen off their pool is what you see in their pictures. The life expectancy of Marcite is 12 to 20 years totally dependent on how a pool is taken care of.  According to **** ****** permitting that Marcite was installed in November 2004.  Here is what my assessment of what happened: Pool was neglected, then we acid washed it and left it clean with water hose running in pool. *** ****** was concerned as to how they would let the water company know they were filling a pool in order to not pay sewage.  She told my technician that she thought they had to read the meter before and after. He told her the form is online and she can attach our invoice as proof. She stated she was going to make sure and then turned the water off.  This is important, because marcite has to remain wet. When installed new the water is turned on as soon as work is completed.It was designed to finish curing under water and remain wet at all times.  I have seen this same thing happen before when a pool with older marcite was left dry  the marcite starts flaking off.

  As for the pump issue, the pumps come with a basket that prevents any damaging material from getting into the pump and cause damage.  Their equipment is also very old, and if they failed to keep a good basket in the pump it may have been harmed by the debris, but I doubt it, those pumps are tough, but theirs is  old.  We did not touch the pump.  We did what we were contracted to do and  she thanked **** when he left.  All damage was caused age, neglect over the years and turning off the water allowing the old Marcite to dry out.

  Customer Answer

  Date: 05/09/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

  ******* ****** **

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 05/11/2023

  We have 2 businesses that have came to our and have said the cleaning wasn’t done correctly. They didn’t remove the layer of plaster that came off the walls during the acid cleaning and I know that because there was only sand where they drained it they initial time and nothing that I have been pulling out with vacuuming. They refuse to even come out and even look at the pool. The people that are handling the complaint at PP were not even there. When the gentleman left that cleaned the pool left he didn’t even talk to anyone and just put the hose in the pool. So once the pool filled up we turned on the pump and the debris that was left overloaded the pump and it went out. Everything on the pool was newer and they even installed the pump 2 years ago. The filter was 3 years old. They didn’t even come out and they supposedly have all these facts. The pool was green and I asked them if we needed to clean in before and they said no. I used the pump the the day before and it worked just fine. There was no plaster coming off until after they cleaned the pool. They gave my wife no instructions on what to do after the cleaning. So now I’ve replaced the pump, chlorinator and everything. Everyone at their business is unprofessional and are not helping the situation. I have a pool company coming to inspect my pool and plaster tomorrow. They think it just needs to be cleaned. These people at Pinch a penny don’t even want to investigate our claims, are defensive, and our only going off what their pool cleaner said. I run 15 car washes in ******* and I know for a fact you can’t trust the word of team members and they have done nothing to verify the work and refuse to come look at the pool. 

  Business Response

  Date: 06/16/2023

  Just for your information about pool Plaster.  Pool Plaster last typically from 10 to 15 years.  The pool in question has Plaster older the 10 years.  On arrival as he stated. the pool had been neglected.  We were hired to drain; acid wash the Plaster.  That is what we did. When we left the pool was nice and clean all debris had been removed. (see first picture)  We put a water hose in the pool to start the feeling process.  His wife was present when the job was completed and stated that the pool looked good. She also questioned the cost of water to fill the pool and if she would get credit for it.  She was told that you fill out a form online and they credit you for the sewage portion. She stated that she thinks they have to read the meter before and after in order for her to get credit and she was turning the water off until she found out the procedure.  

   

  Pool plaster is designed to stay wet.  Pool Plaster needs proper chemical balance to extend life. Acidity and calcium hardness are very critical to how long Plaster last.

  By the pool condition at the time of arrival green as stated by owner the pool chemicals were not maintained.  It also has as stated has to stay wet. She turned off the water. We do not know how long the pool was left empty. 

   

  I am attaching a picture of the pool the day we finished. Two things to notice are first the pool looks good. Second the water hose is in the pool where we put it to get the pool filled as soon as possible.

  I am attaching a second picture of a commercial pool with 10-year-old Plaster that we had to repair, because they drained it down and left the zero entry and gutter rail dry for a week.  That will serve as an example of what happens when plaster gets left dry for an extended period of time.

   

  When he came in our shop, I asked him who told him the work was not done correctly, he said an inspector. I asked who and what were their credentials. He had no answer to either question. I am on the other hand a state of ******* Licensed pool contractor for the pool industry. I am also trained and certified in Plaster from *** a Plaster Manufacture. 

   

  I told the customer that we would assist him with getting the plaster that came loose out of the pool.  However I wanted payment made for the work we were contracted to do and completed.

   

  Pictures tell a good story Look at these pictures and you will see we did our job. Notice on the zero-entry pool the separation of Plaster stops right at the water line.  Customer need to pay for service we completed.

   

  ******* *****

   

  *****/***** *****

  Store Owners

   

  P: (**** ********

  E: ************************

   

  see attached

  Customer Answer

  Date: 06/16/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: this person saying the job was done right hasn’t even been to my house to see the pool or saw the pool after they did the job. I have provided facts and documents and they are just giving opinions. You can see from the invoices of everything we had to do to fix our pool and pictures that their service was poor and unacceptable. My pool plaster is fine and we have been enjoying it after we got another pool company to come clean it and unclog the drains like pinch a penny should have done the first time. 

  
  

  Regards,

  
  

  ******* ****** **

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:08/31/2022

  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.

  In November 2019 we called Pinch a Penny to come look at our hot tub that was having a water pressure issue. The person they sent out was ******* * *****. He did not seem knowledgeable and asked to see the owner's manual. He insisted it needed a new board. Several days later he returned with the board and began to install it. In the process he broke the drain plug and all the water leaked out. We never did receive a new drain plug and we had to use one that didn't quite fit along with foam insulation. Once the new board was installed, all the buttons were marked for other things. For example the "light button" would turn on the jets, and the "jets" button would turn on a water fountain. We contacted a hot tub dealer and they said the board was not meant for our particular hot tub. It also did not fix the pressure problem. The hot tub never stopped leaking, the buttons were all messed up, and the pressure was worse than before. The hot tub was a total loss and it was placed on facebook market place for free ( I have this ad in my records for proof).
  
  We received a bill for the part and service and I called and explain the situation and believed the matter to be dropped. ******* * ***** was clearly in the wrong and this was understood. We considered a law suit for damages but ultimately just let it ago because we were in the middle of having a pool installed and a kitchen remodel. It was one less thing for us to deal with.
  
  Now, almost 3 years later we are getting a bill for $400.65 along with a notice that a potential lien can be placed on our house. I again called and spoke with Mr. ***** directly. I reminded him how he fixed nothing and in addition he broke the drain plug. He responded with, "sometimes when you try to fix something, something else breaks". I told him the hot tub was a total loss and we had to get rid of it. He said if we didn't want to pay then we must return the board (which of course we don't have 3 years later).

  Business Response

  Date: 09/21/2022

  The reason for this complaint is we are in the process of collecting on unpaid invoices over 90 days. They are such customers we performed a service and installed parts on their Hot Tub.  I have no Idea what they are talking about the buttons and especially the drain plug.  As I remember it we replaced the main board and the system fault went away.  The Drain is no way related to the electrical enclosure that I worked in.  When I spoke to the customer during the recent phone call looking to collect on the past invoice, is that we did a repair   We installed parts and the parts nor the service were paid for.  The fact that they decided to not address other issues with the hot tub does not mean that we did not service the hot tub and install a new main board. 

  The dept is owed.

   

  ***** *****

   

  *****/***** *****

  Store Owners

   

  P: (**** ********

  E: Store*******************

   

  **** ********* **** ***** ***

  ************* *** *****

   

  www.***************