Complaints

This profile includes complaints for Fountain Pools's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fountain Pools

  12410 Tamiami Trl Unit 105 Punta Gorda, FL 33955-2427

• 

  Fountain Pools

  6243 Lake Osprey Dr Lakewood Ranch, FL 34240-8433

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:11/14/2024

  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.

  We contracted with Fountain Pools to install a pool in our yard in October 2022. It took them around 18 months to complete the job and we were lied to many times about why it took so long to complete the job. Few months ago they informed they had to drain the pool for an inspection and would refill it and rebalance the water. They drained it and after a couple of days refilled it but never rebalanced the water. When I asked when it would occur they initially said it was done. When I pointed out it was not then said it was a new pool and had to be run for 30 days with a chemical to cure the pebbling. That was done months ago. To prevent damaging the finish I had to spend several hundred dollars to do it myself and they refused to reimburse me. Now we have pavers sinking big time on all 4 sides of the pool. We have sent photos to them twice and like in the past they have not responded in any manner. It appears they once again have no intention of honoring their warranty on the installation. We have documentation of other events and issues with them and can share them if needed. We need our pavers reset and it appears we have no choice other than to seek your help[ or hire an attorney.

  Business Response

  Date: 11/14/2024

  Talked to *** ****** today. Wanted her to know that our ******************* sent her an email(this morning at 9:52 am)  letting her and her husband know that Fountain Pools will be out on the 20th of November to fix her pavers.  I will contact them after that date to verify that the pavers were fixed. I also let her know that we do show our technicians came out on June 28th and July 3rd to put chemicals in the pool.  They sent an email to *** that included pictures.  The customer said she did receive an email on July 3rd telling her that.  *** is a very lovely person and we will make sure this gets priority attention to make it right.  We are sorry for any miscommunication that has happened.

   

• Initial Complaint

  Date:01/17/2024

  Type:Delivery 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.

   
  Complaint: 21151588
  
  I am rejecting this response because:
  We were told by our salesman ***** our pool would take eight to twelve months to build the  pool our contract sign date was December 8th 2022 but then we were told oh no the year is by the dig date well the dig date was February 26 2023 we expect this pool to be completed by February 26 2023 there has been nothing done on our pool since October of 2023 we were promised a date in December by ********* that the cage would be up and after that the rest would be done quickly she promised when we called because this did not happen the answers are :  give us two weeks then another call : give us five days they told us they put a rush on this     we are tired of having to make phone calls tired of lip service we expect customer service we have been very patient we have paid our payments as soon as the invoices arrived we are expecting this to be completed by February 26 2024 
  Sincerely,
  
  *********************** the BBB can get us some honest answers and get this job completed for us we would like a completion date from fountain pools in hopes that everything will work once it is completed

  Business Response

  Date: 01/17/2024

  Good Afternoon *****, 

  Everything regarding permitting and engineering has been submitted previous to this complaint and we are waiting to get it back from the county.  We have everything measured and laid therefore as soon as the permit comes back the cage install will be scheduled immediately.  An accurate timeline for the completion of the project would be the end of February, no later than mid March.  Please don't hesitate to reach out to us if you have any further questions about this matter.

  Business Response

  Date: 01/23/2024

  Unfortunately as we have discussed your completion date was affected by the change in screen company and the process of getting permitting and engineering from the county.  As previously stated we have your project on track to be completed by the end of February-early March **** as one of our top priorities.  Thankyou for your understanding concerning this matter and please don't hesitate to reach out with any questions.

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21151588
  
  I am rejecting this response because: From the very beginning the communication has been terrible there has been a Round ***** of operations managers that have told ** stories *** told us she promised in an Email that once the problems with the concrete was resolved the pool would be finished soon after late June fountain pools took the pile of sand away from our home and put it on the lot two doors down they poured a foundation and built a house which just closed on January 26th our pool dig was in February its just a pool not a house and its still not close to being finished the next operation ******************************* told us the new cage company would have our cage up by Christmas when we called to ask the week before Christmas if the cage was still onboard to be installed before Christmas then we got more lies the cage wasnt even measured when we called after the new year like January 5th we had a new operations manager ******* we were told we had been measured so give then two weeks second call two weeks later the cage company hadnt even applied for the permit yet so we called the cage company ourselves of course they could not give us any information but had called fountain pools to tell them we called them then the next phone call was asking to speak to the owner of the company but they said we couldnt talk to him but his right hand man ***** would call us but never did so we called fountain pools again and were basically told we shouldnt call them every day  thats when we went to the better business bureau to help us with getting our pool finished there has been terrible communication we cant believe anything they say they cannot seem to give us anything definite this process is painful and cannot understand why they have an A rating on their fountain pool vehicles 
  We  also have had a couple of field managers in the process of the pool building 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/17/2023

  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 ordered a pool from Fountain Pools October 4th 2022. We brought them the deposit on October 7th. They have been lying to ** ever since. Here is a small list of what was supposed to be done within 5-7 months that we are still waiting for ******. Handrail 2. Auto fill 3. Sunken pavers all over and pavers at auto fill 4. Heater (has been installed for months, but evidently was never installed properly because it does not work) We can not use our pool.5. Our Cage has never been installed. (We were promised recently that it would be done before Christmas originally we were told by April 2023)This has been over a year! Please help us!!!

  Business Response

  Date: 01/03/2024

  Good Afternoon ******, 

  We apologize for not meeting your expectations on this project.  We have put you on the schedule for tomorrow to have the hand rail and autofill taken care of.  We have marked the other issues in your project as a top priority and will be scheduling you promptly on any other issues listed in your complaint.  Please do not hesitate in reaching out to us with any questions you may have!

• Initial Complaint

  Date:11/29/2023

  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.

   
  Complaint: 20928247
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************ncorrectly installed. FP came out to repair the "sunken" pavers and chipped coping due to the leak.We have photos of a green pool before we moved in that have the issues as stated above...FP has stated the photos of the pool concerns are due to the pebbling being wet. It's a pool.Other neighbors have had similar issues with leaks and surface issues and they are having their pools fixed at no charge. FP wants to charge us to acid wash the pool which is not best practice for delamination. We have tried to get in touch with the owner, *****, but he doesn't answer any calls nor emails. Our pool maintenance company services 25 other pools in our community and none of them have chemical imbalances either. We are asking for FP to fix the delamination at no charge to us and they are refusing. FP has all photos re: these issues. If needed, I can supply more photos to the Owner.

  Business Response

  Date: 11/29/2023

  Per customer request, an agent for ********************** (IPF) went and made a site visit to **** *************, ******, ** on October 12th, 2023, to inspect defects on the finish. The issues presented were of yellowing main drains and areas of discoloration. Upon inspection, the agent found the drains were yellowing, which is caused by iron content in the water, and is not a finish or warranty issue. While the IPF agent was there, they also said that they found calcium scaling and hydration on their floors and walls. This is strictly a maintenance issue and all warranty is voided when the pool is not being maintained properly. 

  Fountain Pools emailed the *********************** and they provided a letter stating their findings and the letter was then sent to the homeowner to provide to their service company. I have also attached the letter from ********************** where they state everything above.

  Please feel free to reach out with in questions.

  Thank you.

   

  Business Response

  Date: 12/06/2023

  I have attached photos from the time the pool was pebbled (with dates), to the time the pool was clean (2 months later) -

  On Wednesday 4/27/22, the pool was pebbled. On Friday 4/29/22, the pool was finished filling with water. We sent out a tech on 5/2/22 to do a punch out and low voltage. 

  Our first Chemical and Cleaning was on Wednesday 5/4/22. As a company, FP services pools for 30 days (once a week for 4 weeks). In this case, our system shows we serviced this pool for 2 MONTHS (please see the photos). After FP has finished the 30day startup, it is up to the builder and/or the homeowner to provide their own services, or continue with FP - We do not have a continuous service contract to maintain the pool after we completed the 30 day start up, however, we continued for an extra 30 days as a courtesy for ******* (builder).

  We have serviced Sapphire lot 29 @ *********************************************************** from 5/4/22 to 6/28/22. 

  Customer Answer

  Date: 12/06/2023

  I have attached the photos that show a green pool 2 months before we moved into our home. The black blotches are clearly visible in these photos. This was on FPs watch as we hadnt even settled into our house yet.

  There are no records of chemicals being added or maintained, no brushing of pool, no maintenance at all during this crucial time.

  This needs to be remedied by FP at NO cost to us. Acid washing is NOT an option either. This is shoddy workmanship the fault of FP.

   

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20928247
  
  I am rejecting this response because:

  we have already seen all of these attachments. There is NO record of any chemicals being added, brushing of pool being completed and the pool was green with the black blotches before we moved in.

  FP has not proven any appropriate maintenance of the pool before we moved in. The first 30 days+ are the most crucial and FP did not maintain our pool during this time. The photos do not show any maintenance of the pool. No records of chemicals being added, etc

  FP needs to fix this issue at no cost to us.

   

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

• Initial Complaint

  Date:11/16/2023

  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.

   
  Complaint: 20874842
  
  I am rejecting this response because: Fountain Pools wrote that a supervisor would be coming out to ***** the situation. No one from Fountain Pools has shown up or contacted me.  More empty promises from Fountain Pools. It will be 2 years next month when we signed a contract with Fountain Pools for a new pool. The contract states the pool would be finished in a reasonable amount of time.  That time has passed.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/17/2023

  Hello,

  We have reached out to the homeowner to discuss the issues stated in the original complaint. The homeowner is on our schedule today to have his autofill unit hooked up. We will ensure with the homeowner that everything is working to their satisfaction. 

  Regards,

  Business Response

  Date: 11/29/2023

  Operations will be sending the site supervisor out tomorrow to look over any and all things that remain unresolved. We will get everything scheduled and taken care of by the end of next week. 

   

  Thank you,

  Business Response

  Date: 12/11/2023

  As of December 7, we will be having someone going out there and I have spoken to the Buyer.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20874842
  
  I am rejecting this response because:
  They still have not reached out to me like they promised they would, I never heard from them. They did send a crew out to install autofill but it is not complete. They dug up several decking tiles to do the installation and left them scattered with a large hole {trip hazard}. They also cut my sprinkler line during the attempted autofill installation. I find everything about this company VERY unethical!!!
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/20/2023

  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.

   
  Complaint: 20750417
  
  I am rejecting this response because:
  Manager came by was apologetic however none of this delay is his fault.  
  this problem is the company owners responsibility.  
  No time line was provided on Monday.  Another week has gone by with no action.  
  
  Sincerely,
  
  ***************************y would be done in five days worked for a day and a half and walked off of the job for unknown reasons leaving the job about 10% finished.Communication when they do respond consists of them telling me they will ask someone and get back to me and they inevitably do not. The state AG should open an investigation into this company.Read their other complaints a clear pattern exists.

  Business Response

  Date: 10/20/2023

  On behalf of Fountain Pools, we are very sorry to have received this.  At this moment, we have a supervisor going there before the end of today to give our operations manager a proper update. We will work on a schedule to rectify the remaining completion items, and will get back to you by the end of Monday with a timeline. 

   

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

  Operation Manager

  Business Response

  Date: 10/30/2023

  *************************** (head supervisor) and ***************************** (operation manager) will be contacting ******************** in regards to a tentative timeline completion. ******************** is in the process of waiting for a cage from our subcontractor, *********. ********* is working diligently to get ******************** cage installed so Fountain Pools can move on to the next phase and completion. As of right now, ********* is scheduled to build Monday and install Thursday/Friday of next week. Once the cage is up and Fountain Pools can schedule a safety inspection, we will make sure interior finish is scheduled shortly after with no delays. 

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

  Thank you

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20750417
  
  I am rejecting this response because: I did speak with them over the phone and more plans were made for the future. 

  This is what I have been hearing for well over a year. 

  I will believe it when I see it. 

  Satisfying this complaint will take finishing my construction.

  Is it possible to keep complaint open and check back in 30 days?  Based on what I was told construction should either be near complete or complete by then. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/14/2023

  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.

   
  Complaint: 20465940
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************the safety inspection to fail which is now causing further delays. I believe I'm owed a refund due to the extra conduit being run and not used If it is not needed it needs to be removed at Fountain or Smart pros costs.On 6/22 our new roof was finished and signed off on. On 7/20 our new 6 inch seamless gutters were installed. Fabritech came and installed the super gutter and cage on 7/27. They cutaway gutters to install super gutter but did not cap our regular gutters. The roof flashing needs to be repaired.off. The gutters are now damaged beyond repair and need to be replaced. This was outlined in an email on 8/5.issues with water in the closer of the cage door which was not allowing it to function properly. I was told the tech would fix this when they came to do the window and door alarms. This was not addressed.Due to the closer not operating correctly prior to my intervention the top hinge was bent causing the door to squeak. The cage still needs to be grounded as well.

  Business Response

  Date: 08/14/2023

  Large item cleanup and removal of materials is done during final grade / clean up. However, we did send a crew out early for him to get this done per his request. This stage is done with machines and all debris that necessitate a machine to remove are removed. Final handpicking clean *** don't happen until the end of construction when no more mess will be made. I have attached pictures of the property as of today. We do encourage our workers to keep sites clean and we ultimately clean up before we leave.  We moved Supervisors around to cover a wider area. ***** is his Supervisor now. He was ***et that he met with a new supervisor. When I learned he was ***et I reached out to ************************* agreed to call him today. ***** also went to the property today.   We have been trying to meet this customers expectations and we will continue to work with him to resolve these issues.
  The conduit and wires that smart pro runs are entirely different than the conduit and copper wires we run for our bonding grids. The "loose copper wires" the customer is referring to are our bonding wires. They need to be connected to the equipment to pass the safety inspection. This is why we generally don't schedule inspections until after a supervisor visits a site and gives the go ahead to schedule rather than just scheduling when a customer believes they are ready and demand to be scheduled. 
  Most of the pavers he has marked on his deck are stones that have chunks of the white mineral in them. This is not the result of damage, it is the naturally occurring mineral deposits that form inside igneous rock. No two natural stones are identical in color, pattern or mineral makeup. Any pavers that were damaged during installation will be replaced but we will not be replacing stones due to composition of the stone or mineral deposits in the stone. We will also not be paying for the water to fill his pool.
  The aluminum issues will be resolved by Fabritech's warranty/service departments. We have forward all damages and/or unsatisfactory installation concerns to Fabritech to address. If Fabritech is unable to address these issues in a timely fashion, we will have our new aluminum crews do it by the end of next week.
  The guys that install alarms do not make adjustments to cages and/or doors. That is handled by the cage guys. He is on schedule this week to take care of the bonding wire to pass final inspection and then he will be scheduled for pebble.

  Business Response

  Date: 08/21/2023

  We are happy to announce that we have resolved many of ****************** open issues. We apologize on the behalf of Fountain Pools for how long this has taken. ***************************, our Construction Supervisor, will be taking the project to the finish line. The pool is scheduled to have its interior finished pebbled next Monday. ***** will confirm with the homeowner when they plan to repair the portion of gutters requested to be fixed. We will continue to stay in contact with ************** until we resolve all issues. 

   

  Regards,

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

   

• 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.

   
  Complaint: 20155354
  
  I am rejecting this response because:
  Fountain pools had contractor empty my pool to do repair then left took my covers off pool jets and did not return. I paid $600 dollars to have my pool filled. Months later came back empty the pool again to put back on the covers only to leave me with an empty pool again this time $425 to refill. I have spent $400 having my fire/water bowls reset because the pavers were properly compacted causing them to sink.

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

  l. Company hides behind email. I have requested multiple times to either meet or to have a representative call me and they refuse. For awhile their local supervisor if he was in the are would stop by and try and address issues with crude work arounds please refer to pictures. Mostly he would make excuses and promise to return the next day to finish repair which never happened. The warranty person ****** continues to make statements how their top priority is resolving our issues but never actually follows through.

  Business Response

  Date: 01/15/2025

  January 15, 2025

   

  I am new to see the Fountain Pools BBB account.  I do want to apologize for the unresponsive comment that have happened. I see that this comment came in to us in 2023. 

   I am asking to see what pool issues are still outstanding so I can make sure all of your issues were taken care of .  Thank you.

   

  Kind ***************************** **********************

  Business Response

  Date: 01/22/2025

  Dear Sir,

  I will escalate this to our owner, hopefully Fountain Pools can come up with a solution that you can agree on.

  Again, I am sorry for the issues you have occurred. Please know you can call our **************** for Pool Service/Warranty

  @************, option 2.

   

  Kind Regards,

   

  Customer Care

   

   

   

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 20155354
  
  I am rejecting this response because:
  Fountain Pools has not offered any remedy just that they notified the owner of the the pool company
  Sincerely,
  
  ***** **********

  Business Response

  Date: 01/28/2025

  Hello Mr. *************************** below for pictures:

  pool wiring (1).jpg

  - The wiring you are displaying in the picture is the responsibility of ***************** electrical subcopntractor. As DR ******** subcontractor for pools, we did not have access or permission to handle high voiltage hook *** of our own equipment, only low voltage from system to system.  This wiring displayed is high voltage as it has a line wire (BLACK-which carries the load), a neutral (WHITE), and a ground wire (GREEN).  You can file a claim with DR ****** and they will take care of this for you at no cost.  Please contact ********************* to schedule immediately.

  Pool problems (2).jpg

  -This is a pool return that needed a fixture cover called an SP.  These were was installed for you after the repair was completed.

  Pool problem (1).jpg

  -This is a picture of a rubber expansion plug that was used in the analysis of your concerns regarding a possible leak.  This is meant toprevent exit from the apeture to guarantee their is no internal leaking and that the pipes could retain pressure. Once the testing was completed, this plug was removed.

  Pool grates.jpeg

  - These are trough returns where the fixtures were removed for testing and replaced after all testing was met with satisfaction.  

  Sinking Pavers

  -Pavers sink similiar to a house when it settles mostly due to rain water.  All pavers that sink are covered in a one year warranty and lifting them is free of charge during the warranty period.  

  Pool Water Responsibility

  The water level and ongoing maintenace of the pool is the responsibility of the homeowner, similiar to gasoline in an automobile. All water consumption that passes through the meter is the homeowners responsibility. We can help you with warranty items during the warranty period which include defects of material or installation.  Another example is electricity used by technicians during a repair visit, the responsibility would be the homeowners to supply what is needed.  

  Fountain Pools can offer you a water letter that will reduce your expenses.  We can offer one letter a year either a new pool or for a repair. 

   

  Thank you for your query.

  Customer Care

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

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

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

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

   

   

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 20155354
  
  I am rejecting this response because:
  Typical Fountain Pool response. They drained the pool twice to fix their poor workmanship and left pool empty. I have hired two other pool builders Holiday Pools and Indigo Pools that both have commented that my pool had some of the worst workmanship they have seen.

   

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

• Initial Complaint

  Date:05/16/2023

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the business has been working to remedy the issues. We are still awaiting the remediation of the pebble finish and the fittings to be installed. We appreciate the business's work to remedy our issues.  
  
  Sincerely,
  
  ***********************bmitted numerous warranty requests and no one has shown up to install and fix our outstanding items in 7 months.

  Business Response

  Date: 06/12/2023

  Good morning,

  We didn't respond to this complaint because after communicating with the customer and beginning to resolve the issues, we were informed the complaint had been taken down. We didn't realize a response was still necessary.

  So far, we have replaced the customer's pump and filter to the upgraded sizes necessary for the size of their pool and water features. The bowls have been secured and the caulking spots where cleaned off. We have requested a representative from the interior finishers to do a site visit to evalaute the interior finish so we can coordinate a plan off attack to address those issues.

  Thank you,

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

  Opertaions Manager - Fountain Pools

  Customer Answer

  Date: 07/24/2023

  It has now been months since we filed our complaint and we are still missing fittings for our pool and the pool finish has not been addressed. Over a month ago we were assured that someone would be out that week to install the fittings and also that a representative from the pebble finish company and a representative from Fountain Pools would be out soon to assess the pebble finish and how to remediate the discolored areas. After reaching out again we have had no answer and no one has come out for either issue. We have been working to have these issues addressed since closing last year and have been exceedingly patient. We would like to have our pool completed to the expectations our salesperson set for ** when we agreed to pay $153,000 for the pool. Our contract specifies lifetime warranty on our pool finish and it has not even been completed properly or in the correct finish that we paid a large upgrade fee for.

  Business Response

  Date: 01/22/2025

  Dear Sir,

  Just wanted to reach out and verify that Fountain Pools was recently out to X-Ray the footer.  We are now waiting on the engineer's response to respond with their findings.

  We are sorry this has taken so long, our team members have changed and we would like to make sure that all the issues will be taken care of.

   

   

  Kind Regards,

  Customer Care

• Initial Complaint

  Date:05/02/2023

  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.

   
  Complaint: 20007160
  
  I am rejecting this response because:

  Fountain Pools just informed me verbally that they will not finish our pool as scheduled until I withdraw my complaint that  I filed with the BBB. We as a customer of ********************** have lived up to part of the deal and have paid for this pool IN FULL. They now have taken us off the schedule until we withdraw our complaint. We have paid 70K, begged for communication on completion, and now they are holding us hostage until we do as they want. I have in writing from a fountain employee, that our pool would be finished by January 15, 2023. All I want is to have this pool DONE. 

  
  Sincerely,
  
  ***** And ***********************

  Business Response

  Date: 05/02/2023

  The homeowner paid their final draw which is contractually due after the cage is installed and before interior finish on 4/14/23. Their job was immediately sent to the pebble company to be scheduled.The pebble company scheduled their job for 5/15/23 which was the first date they had available as they are booked a little over a month out.

  This homeowner waited months for their cage so I understand their frustration. Our cage subcontractor basically fell apart after the hurricane struggling to keep up with the increased demand. We tried explaining to the homeowners that there was a huge disaster that wrecked havoc on the cage industry. We were locked in to a permit and a contract at the pre-hurricane pricing. Simply switching cage companies to attempt to get a cage faster was just not feasible.

  To complete this pool we need to relocate their handrail, spray the interior finish and complete punchout. I can have the handrail relocated tomorrow. The interior finish (pebble) is scheduled for 5/15/23. I do not have the ability to move that date forward as they are booked solid. The interior finish is a two day process. Punchout and finaling out will be done 5/17/23 after the interior finish is completed.

  Thank you,

   

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

  Operations Manager

  Fountain Pools

  Business Response

  Date: 01/15/2025

  January 15, 2025

  I am new to seeing the Fountain Pools BBB complaints and I do apologize for the non responsive comments from our company.   I see this complaint dates back to 2023,  I would like to find out if these pool issues are still open and what still needs to be fixed. Thank you.

   

  Kind Regards,

  Customer Care

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