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:05/28/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  This complaint regards an ongoing and deeply unsatisfactory experience with Coast to Coast Pools, a company I contracted to build a residential pool. Despite a signed agreement, they failed to adhere to the terms outlined in the contract. Specifically, they refused to run necessary electrical lines during the initial phase of the project, which was clearly their responsibility per our signed agreement.Because of their own mismanagement and refusal to follow proper procedure, Coast to Coast Pools later proceeded to tear up my lawn, causing additional and avoidable damage to my property. This action was done purely to rectify their own earlier *********** make matters worse, during the course of this project, I received an inappropriate and unsolicited text message from ** ******, one of the company's sales **** containing **** images. This is completely unacceptable and constitutes a severe breach of professional conduct and personal boundaries. I ***orted this behavior, but it was dismissed by the companys owner, who refused to accept responsibility, stating they are not liable for the actions of subcontractorseven though the sales *** ***resented Coast to Coast Pools in all dealings with ******, despite having received $125,000, the company halted construction due to my withholding the final payment of $12,500. My withholding is due to the companys failure to meet contractual obligations, misconduct, and refusal to rectify damages or provide any accountability.Resolution Sought:1.Immediate resumption and completion of the pool project in accordance with the original signed ***************** of all damage done to my lawn and property as a result of their mismanagement.3.Formal apology and corrective action regarding the unprofessional conduct by the sales ***resentative.4.Waiver of the remaining $12,500, as the company has failed to uphold their end of the contract and caused substantial emotional distress, property damage, and project delays.

  Business Response

  Date: 05/28/2025

  Please see attached files of Extortion letter sent on May 5, 2025.  Please see attached hi-lighted contract of payment schedule.  Please see attached file of contract saying we are not responsible for irrigation or sod.  I've talked with Mr. ******** personally and did apologize that our subcontracted salesman thought that he and Mr. ******** had a personal relationship.  There were not only ******** friend requests amongst them, but also Mr. ******** knowingly was texting ** during his vacation and asking, "how is ******" and having personal non-business-related conversations.  Nonetheless, I did apologize for his behavior.

  As far as the pool, IT IS AN ONGOING CONSTRUCTION SITE.  WE'RE NOT EVEN DONE WITH THE POOL????  How can there be claims of us not fulfilling the contract if were not even done working???  I could understand if we said we're finaled and done and we're not giving Mr. ******** what he paid for.  Basically, we are waiting for him to get current on his contract. Period.  We are very specific with not moving to the next stage or completing until a customer is current with the draw schedule.  It's that simple.  Just has Mr. ******** has the same contact to hold Coast to Coast Pools accountable; we will hold him accountable for paying for what we build.  Mr. ******** also has other contractors working on our jobsite, running gas lines, at the same time so it's hard to determine who is damaging sod or irrigation.  Nonetheless, our contract is very clear regarding both items.   

  We will be stopping work for failure to pay and putting a lien on the property.  We are writing a letter to the Municipality regarding the failure to pay and putting us suspending the permits.  Once balance is current, we will happily complete the project and fulfill ALL of our contractual obligations.

• Initial Complaint

  Date:10/16/2024

  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.

  I am writing to formally submit a complaint regarding a code violation by Coast to Coast Pools, who installed a pool cage at my residence, ******************************************************************* Recently, the pool cage collapsed during a storm, and it became evident that the installation did not comply with Florida Building Code (FBC) standards.Key violations include:The cage was anchored using 4-inch screws that were only secured to travertine tile, which fails to meet FBC 1609 standards for wind load *************** accordance with FBC 2007 Section 1609, pool enclosures must be properly anchored into the concrete foundation to withstand wind forces in hurricane zones. This installation lacked the necessary embedment, which should be at least 1.5 to 2 inches into the concrete slab.Fastener spacing should follow code requirements, typically set at ***** inches apart to ensure structural integrity.Despite notifying Coast to Coast Pools and providing evidence of the collapse, we have yet to receive a response or a plan for rectification. This violation not only disregards code standards but also created a serious safety hazard.I am requesting an inspection by Manatee County officials to evaluate this non-compliant installation and to take appropriate action against the contractor. Attached are photos of the collapsed structure, and I am available to provide additional information as needed.Thank you for your prompt attention to this matter.

  Business Response

  Date: 10/16/2024

  As we are sympathetic to your loss, please know you have misinformation.  First, we are a pool company.  Not an **************** or Aluminum contractor.  You may have contracted with Coast to Coast Pools, but Aluminum cages are a subcontracted item not installed by pool companies.  Coast to Coast Pools installed NOTHING incorrectly.

  Secondly, although you are one of hundreds of people, if not thousands, to have your screen cage affected, I'm surprised you're reaching out now after a direct hit hurricane (******) and didn't reach out years ago after hurricane ***, hurricane ******, or Hurricane *****.  Could it be the eye of the Hurricane went right over you and THATS what caused the cage to collapse?  You, like so many others in our area, received hurricane and tornado damage and NOT that it was constructed incorrectly?  Not to speak for the cage company or the cage contractor, but your cage has withstood multiple hurricanes.  This was a bad one.  This would be a different conversation if your cage was the only one effected.  There are thousands of roofs and cages down.  Certainly, your opinion isn't that every roof that was damaged was constructed incorrectly.  Certainly, every cage that was damaged wasn't constructed incorrectly.  As we have said, the cage companies are subcontractors.  If we had any doubt, there was improper workmanship, we would reach out to the subcontractor on your behalf.

  Lastly, I have attached a copy of the closed out, municipality inspected, permit.  Each cage MUST be individually engineered and inspected which yours was.  Furthermore, many people misread the engineering and don't understand the picture-view part of the cage is not structural.  its cosmetic, so the screws do not go down into the footer. (see attached)

  In closing, we are not the cage company that installed your cage.  If you feel you need to make a complaint, rather than seeking legal guidance with the assumption your cage is built incorrectly, it would not be against Coast to Coast Pools.  I would imagine a complaint or lawsuit would need to be brought against the engineering companies, and the municipality inspectors that checked that your cage was installed correctly as well.  

  Our stance, it was the Hurricane that took down your cage, not improper construction.  If you are requesting a meeting with **************, you would need to reach out to them.  We have no control over their schedules or their inspectors.  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22426646
  
  I am rejecting this response because:

  timeline of installation is not understood, referring to multiple irrelevant hurricanes. Additionally while multiple pool cages were affected, my cage was the only affected in my area in this new construction community. Reference of this being a cosmetic install is also inaccurate as collapse of this cage could cause fatal injuries, which a Cosmetic install would not. This will continue to be escalated until corrected regardless of the opinion of the individual that has responded to this complaint. It is advised that it be addressed before further escalation. 

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

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have contacted Coast to Coast since May about an issue we have with our new pool. This pool is 6 months old. Up to this point they have been very responsive. Weve had minor problems which were addressed immediately (pavers, grout, etc). Now that we have what may be a bigger issue we can not get a response or even an acknowledgment to our emails. Our spa area is uneven and visibly disfigured. This is the same issue with the surface texture in the pool area. It is also chipping off on the corners leaving holes as well as just coming off at times by rubbing it. Based on what is visible I would imagine the entire deep end is similar in condition. At this point, we would like someone to fully inspect the surface texture and discuss our options. Based on what I see draining and resurfacing is the only option to correct the issues. I would love to hear their thoughts on this but unfortunately there is a problem with accountability in the office and no one has to respond or acknowledge customer issues around poor workmanship.

  Business Response

  Date: 07/10/2023

  We've documented your concerns about your plaster.  It was sent over to the plaster company on 7/7/23 for evaluation and we are awaiting their final report.  We've attached guidelines and expectations from the ************************ as complaints of "waviness" or "discoloration" is addressed within those guidelines.  We are also awaiting the water chemistry reports as the homeowner is maintaining the pool service with an outside source and contractor.  

  Customer Answer

  Date: 07/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory as long as the plaster company reaches us in a timely manner. While this was sent to them on 7.7. The original complaint to Coast to Coast was sent on ****.  Also I appreciate the plaster guidelines attached. I would like to note we do not have waviness or roughness concerns but actual holes and chunks coming off.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/05/2023

  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.

  My pool was started on Oct 2022 when I met the Supervisor who was non existent throughout the entire process. I saw him 2 times during the build once in the beginning and when he installed the alarms on my doors. I had to repeatedly call the office when people didnt show up to work on the project to find out what the next steps were. There was no communication unless I intimated it and had a very difficult time getting a response. The pool was built (I have no idea if correctly) and the cage was constructed (with many issues some already resolved after escalating to Chance, VP). I noticed during the cage construction that a paver had been cracked and let them know right away as it was under a support and was told that I could add that to a list of punch items at the end. Once the pool was completed there was pool school which came a list of punch items including the issues we had with the cage, chipped and broken pavers. The only item that they have addressed on the punch list has been the additional sand and stainless steel screws they should have used in the beginning. I have emailed several times with pictures and they are making excuses why pavers cant be fixed. They are telling me now that the broken paver under the support cant be replaced because its under a support which to me should be more of a reason to change it. They havent mentioned the cage issues at all. I finally was able to use my pool after I threaten to call 8 on my side, 45 days after if was completed. I found several gaps in the concrete by the bullnose pavers and hole in a screen by the pool edge I couldnt see until I was in the pool. We also noticed CRA the cage company made ugly cuts into the pavers for the cable line. We think this is an eye sore and sloppy, that a bolt extender should have been used instead and want this corrected and the pavers replaced. I have sent multiple emails with zero response and Im tired of having to advocate to get this work completed correctly.

  Business Response

  Date: 05/04/2023

  ****************,

  I hope we are not cross referencing or responding to something that has already been addressed or is being handled.

  Regardless, you fail to mention that you refused to purchase and declined the option to pay for stainless steel screws for your cage.  You also declined the option for a picture view widow and upgraded screening.  The assumptions of what we should use standard in not a luxury that these competitive markets allow.  You also failed to mention that in the spirit of good business we INSTALLED stainless steel screws and no charge to you regardless of what your assumptions were or how you "assumed" it would be built.

  As far as the hurricane straps, every cage in specifically engineered.  Coast to Coast Pools, nor our aluminum subcontractor, can change the way your cage is built, the way you assume it should be built, nor can take opinions on how it should be built.  The hurricane straps are required, they are required to be attached a specific way per the engineering.  We are regulated by state code to follow that engineering and those regulations.  Please see the attached paperwork showing your cage has been inspected and the cage, hurricane straps, and workmanship has passed inspections. 

  In regard to the one chipped paver under your load bearing beam, please see attached ASTM guidelines on concrete products.  The worry, or the concern the chipped paver under the beam should be replaced for structural concerns has no merit.  Your cage is screwed into a concrete footer that is bearing the load of your cage.  The paver in not.  We said we would not be disassembling your entire cage to replace the 1 chipped paver on the backside of your pool.  We hope we've met all other expectations replacing pavers you were unhappy with.

  we know you met with a representative in person, and he said we would address the pinhole in your grout.  We will certainly handle that and that workorder has already been dispatched.  

   

   

   

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19898029
  
  I am rejecting this response because: I think its ironic how the beginning of your response starts with "I hope we are not cross referencing or responding to something that has already been addressed or is being handled." When after writing this complaint someone has been to my house to address my complaints, hence why I made this complaint in hopes of that response.

  Regardless, I didn't fail to mention that I declined stainless steel screws at the BEGINNING of my contract for which I had to wait 8 months to be STARTED. I didn't mention it because they weren't even offered at the signing of my contract, I had to inquire about it. I didn't mention it because PRIOR to any construction being started with the delay (due to supply/demand), we chose to request stainless steel screws and signed a change order so they would be included in the erection of the cage 4 months before it was started. I also didn't mention the situation with the stainless steel screws in detail because this had been rectified but NOT out of the "spirit of good business were they installed" but because we had PAID for them and CRA neglected to use them in the build and you had to rectify it since I had PAID for them, so there shouldn't be any charge to me for YOUR mistake! 

  We have notice it to be very common for this business, like I have read with other complaints, not to accept any blame and only blame the customer for their negligence. The other things you mentioned I declined have absolutely nothing to do with this case, but since you mentioned it, those options were never even offered to me, which I find amusing you would assume had been just because they were checked off by the designer.

  For the hurricane straps I completely understand the cage is specifically Engineered since I had a separate Engineer come and inspect the work that had been done because of the lack of oversite. I am not an Engineer and never claim to be but I am at home when the Inspector comes and I do ask questions and they did explain what the errors are and what is missing all  3 times they came to inspect the cage and failed it. The last time they passed the inspection I wasn't here (I do have video cameras and have it documented).  The workmanship was the minimal to pass inspection doesn't mean it wasn't sloppy, which it was. Instead of using an extender they just carved into my paver because they were too cheap or lazy to add one which is no different then what the Engineer had planned and was later confirmed would be replaced by ****** VP and that a "work order had been submitted" which we still have yet to be completed.

  With regards to chipped pavers, some pavers have been replaced since this complaint, that were on my punch list. I still have the chipped paver under the load bearing beam you mentioned with exaggeration. No one asked for the entire cage to be erected to replace one paver, in fact I have chipped pavers under 3 of the back load bearing beams because holes were not pre-drilled (sloppy work). I asked for the cage to be unscrewed and that one HALF paver, with obvious cracks  to be replaced because the beam is not screwed into that paver but screwed into the coping paver in front of it. I also wanted the paver they chipped away for the hurricane strap replaced and the extender added which since this complaint has been confirmed it will be done but still outstanding.

  I am still waiting on CRA to replace a beam that they dimpled on erection (on punch list), a bottom screen with a hole in it and a possible bottom rail that is rusting onto the pavers, within a month of erection, which I find odd with an aluminum cage and stainless steel screws. Until these things are completed my complaint is NOT resolved. 

  I want nothing more then this situation to end. I have never dealt with a company with employees so unprofessional, pompous or rude. Their integrity and quality are still in question and I would never recommend them to anyone at this point.

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

  Business Response

  Date: 05/11/2023

  ****************,

  I apologize for the misinterpretation of what I was trying to say or explain when I referred to "cross-referencing" or crossing paths on repairs.  It does sound like a CRA aluminum technician was out there this morning and this may be another cross referencing situation or me trying to explain something that is already taken care of.  When our VP met with you on site to take note and address your concerns, he contacted the ************ subcontractor immediately.  He did mention to you that cage companies can take up to 30 days to handle their warranty work.  Here it is 14 days later and they've reported they were there today.  I did provide copies of the passed final inspection for the cage.  Does this take care of all your cage concerns???  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19898029
  
  I am rejecting this response because:
  CRA was here to add the extension to the tie down and replace the screen with the hole in it. They still have yet to fix the dented corner support beam (on my punch list from March) and the rusted bottom piece, near the support beam with the broken paver, under one of the bolts they replaced with a stainless steel s**** So no, unfortunately this does not take care of the cage concerns.
  

  I also still have 2 pavers that still need replaced. 
  Sincerely,
  
  *********************

  Business Response

  Date: 05/17/2023

  We just spoke to CRA and they apologized as when they were there, you hadn't pointed it out to them.  We have confirmation that you had mentioned a small dent.  We emailed your concerns.  

  They confirmed they will be out within the next ***** hours to rectify.  Please feel free point out any areas of concern while they are there.  Please call the office with any other concerns.  

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 19898029
  
  I am rejecting this response because:
  CRA did come to the house he said to replace 1 x 2 which is not the dented beam. I asked if it was the piece that goes along the bottom that is rusted and he said Yes. I wasnt home, they never let you know when they are coming, so I asked him via my video camera if he knew what he was there to fix and he said yes. When I looked on the camera he was looking around for what he was supposed to fix and wasnt even on the right side of the cage. I told him there was nothing to fix on the side of the cage he was on and told him where the issues were but he kept coming back to the side that has no issues. I asked him to call his boss and reschedule his visit for when I am home because I did not feel comfortable he knew what he was doing and didnt need any new issues to worry about. Still waiting for them to fix the dented beam that I have told CRA employees about multiple times and they have used their iPad to take pictures of and the rusted area across the spa in the same are as the broken paver. I still need that paver and the one CRA cut replaced. 
  Sincerely,
  
  *********************

  Business Response

  Date: 05/22/2023

  We received notice from a ******************* at CRA (*******************************) that the cage repair was completed 5/18/2023

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 19898029
  
  I am rejecting this response because: I work from home and NO ONE from CRA was at my house on 5/18/2023 and has not fixed the two issues that are still outstanding since Chance was there last month. This is a good example of the kind of communication that happens with this company. I am pretty sick of messing around. Why doesnt someone from CRA who can speak to me and understand what I say come to actually fix the issues they have taken pictures of at least 5 times. 
  No one simply wants to fix their crappy work. Dont lie about it, I have cameras all around my house and home all day. 
  Sincerely,
  
  *********************

  Business Response

  Date: 06/15/2023

  See attached.  CRA (our sub-contractor) for cage repair was there on 5/11 and 5/18.  Picture provided....CRA did mention that the homeowner was NOT at home but did correct the work and provided the picture.  Coast to Coast Pools has closed all work orders and concerns.   

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 19898029
  
  I am rejecting this response because: as you can see very clearly in the pictures these issues have NOT been resolved and you can close them all you want but until they are resolved this isnt going away. CRA was here and took more pictures of these issues and still havent resolved them much like you will my cut and cracked pavers. We have also found a place where they cut the screen too short and just overlapped so we wouldnt notice. It obviously has taken a couple months but we have noticed and it needs replaced as well. Please see your follow up email sent this week. If your intention is not to correct these issues and keep avoiding them please put that in writing so I can move forward with my next steps. Also please explain how you can close an issue with rust (see pic) with stainless steel screws and aluminum, this will also help my case.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/27/2022

  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.

  Coast to coast pools built our pool and we closed on the home on 10/15/21. Our contract has a one year warranty. We notified the company on 6/10/22 that two spa jets have not worked since we closed on the house. The company has yet to fix the issue despite it being under warranty and despite numerous written reminders of the issues. The company finally responded via email on 7/14/22 by saying "we aren't sure when we can come out as we live in Lithia and we don't go out there very often." This is unacceptable as we have a one year warranty and location is not of our concern. Location of the company should have no bearing on them complying with the warranty and to resolve the matter in a timely fashion. My goal in my complaint is to motivate the company to come and repair the non working spa jets.
  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/28) */
  With all due respect, we are surprised this complaint came in or hasn't been removed already. After sending a technician to the residence, the homeowner was under the impression the spa return was a therapy jet. (somewhat of a common mistake) The spa return will never work in spa mode...
  
  Secondly, the actual therapy jet that had little to no flow was because the homeowner has an outside pool service who hasn't cleaned the filter in months!!! (please see attached picture)
  
  All our technician did was pull the filter, clean it, and magically everything worked as it should.
  
  We did not charge the homeowner for educating them on the problem.