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:09/25/2023

  Type:Product 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.

  Fox Pools, *********************************************************** completed our swimming pool (added the water as a final step) on April 29, 2022. On April 24, 2022, we went to their office to talk to them about stains that had formed (around the main drain and in every corner). We were told they would take care of it. The pool was under warranty for one year, so we were there before that warranty ran out. Since then, we have been in their office at least six times the last time I took in three separate groups of pictures: the enlarged stains around the main drain, the stains in all four corners of the pool, and the grout around the pool tiles that is missing. Since that last visit, a PebbleTech man came out and actually went in the pool for about 10 minutes repairing ONE of the rust stains that had been treated by Fox Pools two other times. I asked him about the other stains; he said he would get back to Pool One (the gunite company and Fox Pools). I asked him what needed to be done to make the pool the way I wanted it (as I have had four pools); he said that it would need to be emptied, dried out, and the stains taken care of. On every visit to Fox Pools, the answer is always the same: we will take care of it. To date, it has not been taken care of.

  Business Response

  Date: 09/26/2023

  Yes we are aware of the issues and are in the process of getting the issues taken care of in the near future.

  Our pebble tec will be doing acid wash on the interior to remove the stains around the main drain as well as in the corners.

  In order to do an acid wash we will need to drain the pool which we had initially suggested but homeowner asked that we wait. 

  We will add some grout more  to the waterline tile.

  Thank you, 

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

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20641634
  
  I am rejecting this response because:  although we were aware of waiting for the acid wash which possibly was suggested when the pool was just 7 months old, we have been into their office six times since April to express our concerns.  We should have been told then that Pebble Tec would actually be draining the pool and acid washing it and that grout will be repaired in the waterline tile.  We await further contact from Fox Pools and Pebble Tec about professionally repairing the pool.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/02/2023

  Are you open to meeting on site with Fox Pools *** to discuss the process to fix the issues? 

  Thank you, 

   

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20641634
  
  I am rejecting this response because:  we agree to meet at our home to discuss the process to fix the issues.   Our phone numbers:  ************ (Bo); ***** **************
  
  Sincerely,
  
  ***********************