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:06/12/2024

  Type:Customer Service 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.

  I have been trying to reach out to this company for a month, to have them do some work on my pool. I am a prior customer of theirs, and for them to not reply back to me (by email or by phone) is not very professional. I am a returning customer. I am willing to pay money, but I shouldn't have to chase someone in order to pay them. I may have to take my business elsewhere. What a shame.

  Business Response

  Date: 06/14/2024

  Thank you for the opportunity to respond to this complaint. The ********* emailed us on June 7th, and I responded on June 12th, The type of repairs they want to have done we no longer provide that service. I was trying to locate someone who I could recommend to them but was not successful in locating another company. I wish them all the best in finding someone / another company to give them an estimate for the repairs they would like to have completed.

  Happy swimming,

  ******************************* Advanced Pool & Spa inc.

• Initial Complaint

  Date:05/08/2024

  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.

  Advanced Pool and Spa (AP&S) was contracted to resurface my residential pool. Two latent defects in workmanship were brought to my attention by a company I hired to acid wash the surface. As part of the process for cleaning, the pool was drained and inspected. The technician noted that the hydrostatic relief valve was sealed over during refinishing by AP&S and sizeable area in shallow end appears to be hollow and has since bulged. I called AP&S several times and left voice mails, I also used the "Contact Us" form on their website. I haven't had the courtesy of a reply and would like the company to fix the issues.

  Business Response

  Date: 05/13/2024

  Thank you for the opportunity to respond to this complaint.
  ******************** Pool & Spa is a family owned and operated pool remodeling company that has been in business for over 40 years and is known for quality work and customer satisfaction.
  It is bothersome to hear that ****************** decided to have someone drain and acid wash his pool as Recently resurfaced pools should never be drained unless the pool is to be resurfaced again.
  Draining the pool allows the new plaster to dry out and shrink causing delamination (the bulging area) of the surface as well as shrinkage cracks and other issues. Draining the pool essentially voids the manufactures warranty for this very reason.
  Draining the pool was a mistake and should have been avoided. There are alternatives to draining the pool such as a No drain acid wash That chemically does the same thing without wasting water or causing damage to the pool surface.
  The hydrostatic plug was purposely sealed over to prevent future leakage.
  In closing our advice is to keep the pool full of water to avoid any other issues and maintain proper water balance through accurate testing and proper water chemistry.    
  Aboveboard
  ***************************** President ******************** Pool & Spa Inc.                                                                                                                                                                                                                                                          

• Initial Complaint

  Date:02/17/2023

  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 hired advanced to resurface our pool and spa, replace the waterline tile, and coping as well as add pavers to our existing deck and replace our pool and spa lights. Contract Signed - 8/25/22 (attached)Work Began - 12/2/2022 Job Completed Per Advanced - 1/6/2023 Payments (dates cashed):9/2/22 - $3,517.50 deposit 12/6/22 - $5890.00 payment 1/24/23 - $9,967.50 final payment $19,375 total (invoice attached)Timeline of events (add'l detail and dates attached via PDF)1/24 - advised by Advanced we were able to use our spa 1/26 - discovered the spa jets didnt work, therefore the spa wouldnt heat (they worked before the job started)From 1/27 we followed up via phone and e-mail at least 9 times with minimal acknowledgement or response until they finally sent someone who couldn't even fix it on 2/10 - during this time we also found our main drain didn't work either After chasing them for an add'l 5 days, on 2/15 they finally had someone come fix the spa jets, it was clearly due to a clog of debris from the work performed as it was visible in pool (photos attached).The drain clog still isn't fixed and while fixing the spa jets, the grease cap was broken off a valve (photo attached) and skimmer no longer works.2/16 despite multiple attempts to contact them we haven't been able to to receive a response on the damage and remaining clog This lack of due diligence and communication is unacceptable. Advanced appears to be so rushed to take on more jobs than they can sustain that they not only neglected to perform their due diligence but also performed tasks with such a lack of care that they caused additional damage.The only resolution we want is for our pool the work the way it did before they redid it. We were able to replace the grease cap valve ourselves and would like to be reimbursed for parts (receipt attached). If Advanced is too busy to do that for us in a timely manner we are happy to hire a third party and send them the bill.

  Business Response

  Date: 02/24/2023

  Thank you for the opportunity to respond to this complaint.

  Advanced Pool & Spa is a family owned and operated pool remodeling company that has been in business for over 39 years with good customer service as the cornerstone of our business.

  As the owner of the company, it is very disturbing to read such a negative review about our company, particularly after all the hard work our family and team put into the renovation of this pool and paver deck,resulting in such a spectacular transformation of this space.
  
  We dont rush from job to job, as anyone who drives in the Tampa Bay area knows, this is pretty much impossible with all the traffic and road construction.
  Shortly after the completion of this customers project, our next job was a major commercial pool renovation that required all our crew members participation. This job was over sixty miles from her location.Nevertheless, we had one of our personnel, ******, stop by on a Friday to evaluate the situation on his way home. He took photographs of the valve settings and did some basic troubleshooting to let us know what the issue was.The photos of the valve clearly show the valve handle and grease fittings intact and operating correctly. These photos were sent to this customer prior to her filing this complaint.
  
  Understanding their frustration, as the owner of the company, I personally came out the following Wednesday to resolve any issues.My first observation was seeing the broken valve handle and grease fitting.****** assured me these parts were not broken by us and in fact had the photos to prove it.
  
  I found no construction debris in the spa drain; it was merely packed with sand and was easily cleared with a garden hose. The spa pump and jets were all performing properly. I did notice a copper staining issue beginning to tarnish the stainless-steel light rings and on the pool finish and took the liberty of adding $75.00 worth of Jacks Magic stain solution, as well as had our office email and advise her to purchase and add three additional bottles to prevent future staining of her new pool surface.
  Sadly in this day and age with the advent of Amazon and other online services, people expect an instant response. This is not a reasonable expectation for a non-digital construction company bound by traffic,COVID restrictions, supply chain issues, the shortage of skilled workers, etc.There has never been a more challenging time to operate a business than the present day.
  
  In closing, we hope this customer can see past these inconveniences and simply enjoy the beautiful pool and deck we remodeled for her and her family.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19416996
  
  I am rejecting this response because:

  This response further supports our feelings regarding the lack of customer support received from ********************. None of our concerns are addressed nor is a potential resolution proposed. 

  
  As per my e-mail response to ********************** on 2/16, the main drain still is not working since they completed our job and we would like someone to come out in a timely manner to take care of it. We also showed this to ****** when he stopped by on Friday 2/10. 
  
  
  Regarding the broken grease cap and valve handle - we never suggested they broke the valve handle, that was assumed based on the photo. We know how that broke. We also do not believe that the grease cap valve was broken during the scope of their work, but when ********************** came out to correct the spa issue. Regardless, we were able to find a replacement and repair it which in turn corrected the issue with the skimmer not working. In the interest of simply getting this matter resolved as soon as possible, we want nothing from Advanced in that regard.
  
  
  The main drain and spa jets not working we do believe was a direct result of their work - whether it was packed with sand from the pavers or debris, it isnt something we would know how to fix. I would assume that a company that specializes in this work would know its a possibility would take the time to test that everything was clear and in working order before considering the job complete. While, as ********************** mentioned, the spa jets do work since his visit, the main drain to the pool and spa still isnt working and has not been working since the completion of their work. This was confirmed by the Advanced employee who came out on Friday 2/10. We would simply like someone to come out and help us get the drain fixed so that we can move forward.
  
  
  Whether the level of communication from Advanced during this process has been sufficient is subjective and not worth continuing to discuss. A timeline of our communication attempts with Advanced was attached to our complaint and ********************** is entitled to his opinions on that.
  
  
  To reiterate, we simply want our main drain fixed and operating like it was before the start of the project. We would truly appreciate if someone could be sent out to fix it as soon as possible 
  
  
  Sincerely,
  
  ******

  Business Response

  Date: 03/06/2023

  I appreciate the opportunity to respond again to this customers concern. During my site visit (which was mentioned in the original response), I adjusted the valve to both positionsfull skimmer and then full main drainand the pump maintained a full prime. There was nothing to indicate a clogged pool drain but we will send someone out to further evaluate this customers concern.