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:04/14/2025

  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.

  THIS IS FOR A NEW POOL INSTALLATION.WE PAID OVER $90,000 FOR A NEW POOL AND JACUZZI AND AFTER 8 MONTHS A BETTER POOL AND SPA FROM ***** HAS NOT COMPLETED THE FINAL STATGES. WE HAVE REACH OUT MULTIPLE TIMES AND THE OWNER ****** ****** FAILS TO MEET ME OR COMPLETE THE PROJECT AND HAS AN OPEN PERMIT ON MY PROPERTY.

  

  Business Response

  Date: 04/21/2025

  Hello,

  We have reached out to the homeowner and communicated with hi, We will be by this week to remedy the situation. The homeowner had poured his own pool deck improperly and would like us to fix it. We will meet with him to see if we are able to fix his issues this week.

  Thank you

• Initial Complaint

  Date:07/24/2024

  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.

  Job was supposed to be completed one (1) month after signing the agreement which would have been 10-31-23 - it wasn't completed until 11-22-23, after calling repeatedly wondering where they were. After completion, I had to call them back out to fix the location of the light junction box. The salesperson knew it needed to be moved when we did the walk around but didn't note it and it cost me another $1000 to fix. The pump was replaced and after filling the pool there has been barely any pressure or water flow in the pool. I have called them or texted the owner and salesperson since December of 2023 letting them know there is an issue and below the pump is always damp and still no water pressure. We moved the jets around hoping it would help, there are now air bubbles coming out of the jets. We have replaced the sand in our filter, have a professional pool company that maintain the pool and they have mentioned repeatedly the chemicals aren't stable - on a brand new salt filter. I have notified them repeatedly and I'm not getting any response - they were quick to get paid but not to fix or replace the faulty pump or salt filter or fix the water lines they added. At this point there is a lot I want from them, a response, all of this fixed or my money back so I can have a real professional pool company come in and fix their s**** **** I'm hoping this will help get something completed, but I am ready to take legal action if necessary.

  

  Business Response

  Date: 07/30/2024

  Upon initial contract signing, the customer was informed that her filter was badly outdated and her pump needed to be replaced as well. She chose not to go with the new pump and filer initially. Throughout the project she made several changes, that took an additional month to complete which is quite normal. She then decided to purchased a new pump and not replace the filter, even with the new pump the filter would not let water pass through it. Second change she made was wanting us to change out her light. ************ was fully aware that the junction box was on the deck and would flood with water on occasion, she even mentioned getting zapped once or twice. At that point we told her we had to remedy the situation because it was dangerous, initially she did not inform us of this issue until we got started with the project and discovered it ourselves. At this point we fixed it per Florida building code at an additional cost. We have been there several times and do not plan to go back as there is nothing wrong with her pool or any of the workmanship we did, the only problem is that she needs to change her old 20 year old filter that has been there since the day they originally built that pool per ************. Even though the homeowner states she had the old filter sand was replaced, it does not matter the filter does not work. The customer will also love for her salt system to function on its own and fix all the chemical problems, but a salt cell only creates chlorine and with a bad filter, nothing she does will work until she changes the filter. We have made the homeowner aware of this multiple times, she is ruining her pump due to the high pressure from her sand filter. She also described her salt as a filter, but it is a salt chlorine generator. Her statement about her chemicals being crazy, her salt generator only effects chlorine, not any of the other filters. 

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22032543
  
  I am rejecting this response because:

  I have never been zapped, nor did I state that I had been, by the light junction that was originally on my deck. Although I did state that, yes, occasionally the deck will flood and get water there - as it rains. The original box they put in, without consulting me, was in the same spot as the old junction but was sticking a foot above my deck, in the middle of my deck. What made them think that was appropriate with dogs and grand kids is beyond me. Especially since we originally talked about it being outside of the decking, closer to the fence where it is now. Because they didn't consult me, I had to buy 2 new lights instead of 1, at a cost of $850 & $1000 each.

  I know what a salt generator does, they replaced a salt system. The chemicals have only just now become normal. 

  I was not told prior to signing the contract that my sand filter wouldn't work. I was told it should be fine. It wasn't until I started having issues that they chose to tell me repeatedly that my sand filter wouldn't work and was the problem. The owner also called me today and reiterated about the sand filter and I'm open to seeing what that now will cost - but I'm not thrilled about forming out more money for something that want a big deal and now is. But he mentioned sand filters aren't code in ******* - and my response is that was never mentioned to me until today. I'm not the professional - it should have been mentioned before now. Even though, I pulled up the code today, and that's not true.

  Also doesn't explain why I have air bubbles coming out of the jets they installed new. The jet is getting air somewhere, and that isn't because of the filter, that's in the line.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/09/2024

  Hello,

   

  Initially she did not want to change her pump or filter, then she decided she did want a new pump, but stated that her filter worked fine before and did not want a new one. Now with the bigger and more efficient pump her filter creates a lot of back pressure. Her bubbles come from cavitation, from high back pressure, The pool returns do not **** air in, the water comes out of the pipes and it blows water out. We spoke to her and she is open to changing her filter which will solve her problems, this issue should go away. I am glad that her salt system is working and her chemicals are adjusted properly. 

   

  Thank you

   

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22032543
  
  I am rejecting this response because:

  After contacting them at the beginning of all this, I was supposed to get a quote for a new filter and still haven't heard from them. The initial quoted price, at signing the contract, is apparently no longer valid.

  That being said, I'll find a more reputable company with better communication. If they assess the issue and my pool, and find it's not a filter issue then I will take it from there. 

   

  Thank you
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/22/2024

  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.

  Our pool was completed in May of 2023. Prior to them finalizing the pool we had several issues for them to address.1. Paver block of different colors and 30% cracked or broken 2. Screen came out of spline 3. Salt system not operating because they never turned it on 4. Screws holding the screen cage to pool deck screws rusting and now are popping off 5. *********** was an absolute joke. No training on anything other than this is how you turn pool on and off and this is where you turn on Pool light.To contact this company is beyond ridiculous. I have left multiple messages and no result. The one time I did contact the owner and actually spoke to him, he told me he would get back to me and never did. I still have issues from the install that were not addressed and now I am seeing more issues. I want these issues addressed and fixed as I paid for a pool not a nightmare.The lining is already coming off and I can see the cement. I enjoy my pool, but I am worried it will not last.

  

  Business Response

  Date: 07/30/2024

  We have reached out to the homeowner to address all issues.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22023278
  
  I am rejecting this response because:

  They have not reached out to us and discussed any issues. Please see attached texts we received. That is the only communication received. They used that response to the BBB to put the blame on us. I took off work today to meet with them to have the issue a addressed. I expect a real conversation face to face to discuss issues, not a text stating they will be here. I have dogs I have had to leave locked up in anticipation of their arrival. My experiences with ***** last year was a text stating he would come but never did. It was usually 2-3 days later that someone would come to address issues. I want some sort of action to resolve the issues. The pool is only 1 year old, I should not be having issues already. I owned a salt pool in ******* for more than 15 years and have never seen this poor of workmanship. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/02/2024

  Homeowner responded via BBB before we had a chance to arrive at their residence. Issues were addressed and are being taken care of.

   

  Thank you

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22023278
  
  I am rejecting this response because:

  Yes they did come out on July 31 after 3 pm. They took pictures and all. I contacted them via text a week later and was told that they reached out to the parties involved. It has been 2 weeks now and haven't heard anything. I wanted to get this resolved in a timely manner. I will give them another week to respond and hopefully they have gotten answers they need to start fixing the issues. I want them to know I understand that certain things take time but a text or call updating us would be greatly appreciated.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22023278
  

  In July we filed a complaint with BBB about this company not taking care of warranty work. The came to inspect the complaint on July 31. They let the BBB know that they were in contact and are taking care of it so the BBB closed the case. Our last correspondence was August 6 and have not heard anything to date. Since our first correspondence to the BBB all they did was come out look and take pictures. Sent one person to look at the pool pebbletech and nothing has been fixed or looked at beyond the one person. We have cracked blocks a screen that just pulled out of the spline. The cage has rusted bolts that are barely holding the screening down. We have been more than patient and need assistance getting them to do the warranty work. I would like to see more stringent action form the BBB this time around.

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

  

  Business Response

  Date: 10/03/2024

  Hello,

   

  The interior company will be out on 10/7/24 to drain and fix the interior of the pool. The screen company also completed their warranty work, the homeowner is aware of both since we have been in contact with them.

   

  Thank you

  Customer Answer

  Date: 10/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 22023278
  
  Last year we started a report with you and this company and after a few months they addressed two things out of the 4. On July of 2024 BBB closed the complaint while the full resolution was not complete. I just want my pool deck fixed to how it should be done. I have reached out to this company every month for the past 10 months. They fixed the broken screws and the looked at the screen but never fixed it or the pavers. I really feel like I have been cheated out as these pavers have a lifetime warranty yet they refuse to contact me back to fix

  

  Business Response

  Date: 04/28/2025

  We will have the screen rescreened, and there are no issues with the pavers. At this time, we do not have any plans to make changes to them.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 22023278
  
  I am rejecting this response because: the pavers are broken and uneven and they know they need replacement. We have 2 that are attached to the baby gate that pulled out and they are aware of the issue. This is unacceptable workmanship 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/13/2025

  We will be contacting the homeowner this week 

  Customer Answer

  Date: 05/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/03/2023

  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.

  Signed a contract for pool construction in February. Problems began almost immediately with their crew showing up unannounced and tearing out landscaping that was not included in original contract. It has all gone downhill from there. There have been multiple issues throughout the process with miscommunications, no one showing up when scheduled, and then people showing up who were not scheduled. They had a technician come out and add chemicals to our pool and he left big piles of mystery white powder on the deck that my dog ate before I realized it was there. This guy was not scheduled, he showed up unannounced. When I tried to reach out to the company to get clarification on what chemicals were used to determine if I needed to take my dog to the vet, it took several hours for a response. Here we are now almost 9 months later, and our pool is still incomplete. We paid for an extended roof covering over our door. This was never installed and instead they installed ******* glass which the screen company representative told me would have to be replaced every year. We have multiple issues with the pool decking in addition to every gutter seam in our screen enclosure leaking (literally pouring out water when it rains) which is causing bronze staining of our new paver patio. My husband had to get in the pool with a pumice stone and scrub all of the glass tile that we paid extra for because the pool finishing company left a thick residue and **************** refused to come back and fix it properly. They always claim its a maintenance issue for their subcontractors. We have multiple outstanding issues, and they have stopped returning our phone calls and text messages. To date, we have damage to our screen enclosure that occurred during installation that they have not repaired. We are missing a covered walk out from our back door to our pool area. All of our screen enclosure gutter seams leak. We have improperly installed pavers, including areas of coping that are missing mortar. Yet *** and ****** continue to tell our pool finance company that our pool is 100% complete because they want final payment.

  

  Business Response

  Date: 11/22/2023

  Hi *******, thank you for your review. However, wed like to address a couple of your concerns. It seems that the communication breakdown was between you and your husband, not between our company and you. From the beginning of the construction phase, you were truly difficult to deal with and the exchanges we witnessed between you and your husband truthfully made our team uncomfortable to be around you. Throughout the design process, and into the contract signing, our team exclusively worked with your husband, so he was our point of contact for the project. When we got your permit, *** met with your husband on-site and not only clearly pointed out the plants to be removed, but also tagged them for extra clarity. Your husband approved the work to be done, and said something to the effect of, My wife wants me to move this stuff this weekend. I dont have time to do it, so just rip it out, and shell have to get over it. When we were removing the plants, you stopped us, and we told you that he approved what we were doing. He came home from work in the middle of the day to talk to our team, and we told you both what he said about not having time to move the plants. You cursed him out with a glass of wine in your hand. From there, youre right - the project did go downhill. You were increasingly difficult to work with.
  After the pool was done, filled with water, and chemically treated, there was bicarb (baking soda) on the pool deck. As soon as we got the message from you, we responded as quickly as we could. This is not a dangerous substance for your dog, and while were sorry for the scare, we did not endanger the well-being of your pet.
  Regarding your screen situation, we made special arrangements for our screen company to meet you at your house on a Saturday morning, and the three of you agreed on a plan moving forward, including the ******* glass. The portion of the elite pan roof that was meant to go over your door ended up not meeting the engineering code, so it could not be built. There was no sound alternative for that, so we had no options. You told us that your gutters were leaking we reported this issue to the screen company (as did you), and this was also discussed when he met you that Saturday morning. We were under the impression this was handled by the screen company, but if youre saying youre still having issues, please let us know, and well get this resolved for you. You also mentioned that there was damage to the aluminum of your screen. The screen company reported to us that it was all fixed. If there are still issues, tell us.
  You told us that you had interior on your tile, and we reported it to the interior company so they could fix their mistake. They fixed it, you said you werent satisfied with the result, so we sent our own crew out to fix it. We hope you didnt use a pumice stone, as that would scratch your glass tile. Saying that we refused to come back out to fix it is simply false and defamatory.
  Regarding your mention of coping missing mortar, yes there was one spot that didnt have mortar and that was fixed immediately, very early in the project, which were sure you remember. If theres another spot that needs to be addressed, let us know and well fix it.
  *******, we told your pool financing company that your pool is complete because it is.
  We hope you dont forget the extra work that was involved in even obtaining your permit in the first place due to the large Grand Oak in your backyard. Anyone that is familiar with the ************* and their **************************** understands how much the City values their trees and how protective they are over them. We worked diligently with the City to get you a permit to remove that tree so you could have the pool your family wanted. Im sure one of the reasons your husband decided to choose our company was because we told him we were capable of working with the City to get this done for you and we did just that.
  Eight weeks after we started construction, your deck was laid. We encourage you to compare that timeline with other pool companies performance in the area, and hopefully youll appreciate how timely we were with your project. That same week, you were threatening us, saying you would be leaving bad reviews everywhere your company has a profile. This is just one more example of the flowery disposition we had the pleasure of working with.
  The implication that we pay for good reviews is unfair and misleading. Its common practice to encourage customers to leave a review for a business. People are very busy with their own obligations and sometimes dont leave reviews unless theyre extremely happy or extremely unhappy. We value every review, and we were looking for your honest words which youve now provided. No one has ever asked you to mislead anyone about your experience with us. If *** thought itd be a great review, it was probably because he thought it would be based on the great work weve done for you and your husband. Were a small, family-owned and operated business that lives and dies by its ****** reviews. We, like every small business out there, rely on our online reputation to inform potential customers about who we are and the work we do. We respect your opinion, we just have a very different perspective on how the project turned out. Were proud of the work weve done and hope youre proud of your part in the journey.
  As stated earlier, if you still have issues, please send a concise list to us at **********************.
  Best wishes, ***************
  
  

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20818647
  
  I am rejecting this response because: the response provided by the company is not factual. My husband and I were both involved in designing this pool from day one. We are both present at the design meeting and were both signers of the contract. I was the main point of contact once construction began because I was on site all day almost every day. While I agree, there were communication issues, they definitely arose from the pool company. Multiple emails, text messages and phone calls were non-returned. An additional example is that no one from the pool company communicated with us that they were unable to provide the screen porch covering per our original design and contract. They simply installed something different and advised us after the fact. And their statement that our pool is complete, is simply false. We notified *** in early September regarding our dissatisfaction with the screen and multiple outstanding punch out items. He was scheduled to meet on site on 9/11 at 10 AM but was a no call, no show. He finally showed up to meet on 9/21 and we thoroughly reviewed the items we were unhappy with as well as the missing and incomplete items. He took videos and photos and advised us they would be addressed. No one from the pool company has shown up since that walk-through on 9/21 to complete any of the outstanding items. Follow up emails were sent on 9/27, 10/11, 10/12, and 11/1.
  

  The screen company did show up on 10/4, but did not make the adjustments and repairs that were agreed-upon. We notified *** immediately that day while the screen company was still on site to let him know they were not installing the ******* class as agreed and planned. *** said he would reach out to the screen company ASAP and provide a solution. He never responded to us. I sent follow up text messages on 10/9 and 10/11. On 10/12 he responded simply that  the screen company stated all repairs are done. The statement was untrue on 10/12 and continues to be untrue to this day. The ******* glass was not installed as agreed, the screen still leaks in multiple locations. Most problematic is under the roof. And the dented areas have still not been repaired.
  

  Additionally, as of today, everything on the punch out list we discussed in person and via follow up email on multiple occasions has still not been addressed-  not a single item since our meeting on 9/21. The pool companys response is dishonest, untrue, and defamatory. The verbal assault they allege occurred did not happen and my husband adamantly denies to this day that he ever told *** to just rip plants out. My choice of beverage on any given day is completely irrelevant to the issues that remain with our pool, but it is just another example of the unprofessional manner in which this company operates and gaslights the customer. Instead of excepting responsibility for any of the problems they have caused, their response is to essentially blame the customer for being upset with their lack of professionalism and follow through.  Our pool remains incomplete to this day now almost 7 months since our dig date. 
  

  Finally, when *** finally responded about the unknown pool chemicals left all over our pool deck, he stated it was DE powder. But now you allege that it was bicarb? Clearly you have no idea what it was and fortunately my dog is OK. But when people show up unscheduled to do work that is unplanned and unexpected, and then leave miscellaneous chemicals all over the pool deck,  are putting both children and pets in danger. 
  

  The companies request that we resend a list of outstanding items as ludicrous. I stated above, this list was addressed in person on 9/21, and sent via email on 9/27, 10/11, 10/12, and 11/1. They have the list. They know what needs to be done. They are just refusing to do the work
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 01/05/2024

  Hello,

   

  We have attached a copy of the contract clearly showing the contract is with ************************* and only ************************* signed the contract. Nonetheless we have definitely worked with ******* throughout tee project and have tried to get all issues resolved.  The contract has also not been paid in full as of yet. We have also attached a copy of the inspection list, the homeowners gas company has since passed their gas inspection, we have tried to schedule the final with the homeowner to float their alarms before the holidays. We tried to schedule over the holidays, but could not agree on a day with the homeowner. We are currently trying to schedule the final inspection, because the homeowner needs to be home when the inspector arrives, hopefully can schedule some day soon.

   

  Issue 1: Interior. The interior company informed us they had gone out to take care if the issue as we reported, we were informed by ******* that is was to done properly, so we reached out to the interior company again, they have since been back and completed the warranty claim as the attached email shows. 

   

  Issue 2: Screen Enclosure. The screen enclosure was installed with some visible damage to some of the structural beams, this was reported by ******* to us. We immediately reported it to the screen company, it took a while for the screen company to coordinate a meeting with the customer as the customer is only available evenings and weekends. They finally had a meeting and agreed upon a resolution, the screen company went out and completed some work, A-Better Pools agrees with the the customer that the agreed upon work with the screen company was not completed as agreed upon. We have since contact the screen company again, and reported the issues and we are diligently trying to get them to resolve the issues. They stated they will be there next week between 1/8/24-1/12/24, we gave the screen company instruction to contact the customer before they go, as the customer will not let anyone on site without coordination with them first. 

   

  Issue 3: Grout. It was reported to us that the grout issue was completed, but we will send our tile crew out to revisit the small spot of missing grout. 

   

  We are doing what we can to fix the issues at hand as quickly as possible. 

• Initial Complaint

  Date:06/28/2023

  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 signed a contract with this pool company June of 2021. The contract was for a salt pool/hot tub, patio, and screen enclosure. I have paid them nearly the entire contracted amount. They completed the pool and decking (mostly) in May 2023. Items that aren't complete are: turning the salt cell on, stucco around the deck and the screen enclosure. It has been over 2 years and this is still not complete and they are not returning my phone calls anymore. I have paid them over $80,000 and I just want what I paid for or I want compensation to hire another company to install a screen enclosure and complete the other listed items.

  

  Business Response

  Date: 09/02/2023

  We have been in communication with the Beatys, and we have had trouble securing a screen enclosure company. We are in the process of securing a screen permit that we should have any day now according to the county. We have been in contact with the Beatys and will get ahold of them this week and check on the other items they listed. I believe it was all already taken care of, the pool is up and running, they are able to swim in it, we are just waiting on the screen permit.

• Initial Complaint

  Date:04/06/2023

  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.

  January 31, 2022 got a written quote for a new pool construction from A Better Pool. April 29th 2022 was informed that we would need a retainer ************ would go from $68,572 to $71,106. May 2 2022 contract was signed and June 2022 dig was started. We were told poll would be completed prior to Christmas 2022. We have paid the pool construction off in full but our pool is still not completed as of today. A Better Pool has made so many mistakes and failed inspections from Hillsborough County 3x's & counting and never communicated when the actual pool will be completed. Every time we call or ask what's going on we get excuses. They come to do plumbing but only complete partial. We got warnings from our HOA due to the mess they've left all around my home. We call & they never answer & when they do they have attitude if you question them. This has been going on the whole time. We had a chairlift included in original contract and no one acted like they knew about a concrete slab installed for it. We was told they would charge us extra because in their original plan the heater (which came broken) and pool equipment was going to be installed on the left side of house then they realized afterwards our electric was on the right side of the home so they wanted $2500 to run the wiring thru roof for their mistake. They will say someone will be coming to do a job and they never show or call. If they send someone they can't complete the job. This has been a nightmare..from beginning til now because we still don't have everything working properly with our pool. We live between here and ************** so we've told them thru out when jobs needed to be completed.

  

  Business Response

  Date: 04/14/2023

  I spoke to the ************ and i believe the frustration mostly came after the pool was filled and the heater was not working properly, the pool is up and running beautifully  .We knew right away that the heater was not working and we reported it to the warranty company who will get to it but they are very backed up and this is a heat pump so only authorized warranty companies can do the warranty work .We are following up daily with the warranty company to get this issues resolved . The ************ have been great customers throughout the construction process, and we are working diligently to get their project 100% complete. 

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19899400
  
  I am rejecting this response because: we are still having things pop up and the pool heater hasn't been fixed yet. We are 2 months shy of it being a year they have been working on our pool. The Electrical contractor, ******* was threatening to put a liien on our home due to past due payment from A Better Pool. ******* are the ones to fix our heat pump in the pool thru the warranty. So I'm concerned that it may take awhile to get it fixed due to there problems with a Better Pool.
  
  Sincerely,
  
  ********************************************

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 19899400
  
  I am rejecting this response because: .  I tried calling A Better Pool to inform them that the heat pump wasn't working when I was in ******* June 22nd thru July 2..but never got anyone or a call back. Called ******* Electric which A Better pool contracted for all electric & pool equipment.  ******* came out June 29th & told ** we got a bad heater from Jandy & that the compressor is now broken and we need to order the part. ******* said A Better pool should give us a new heater because 1st the freon needed to be filled & now the compressor is bad. We have not heard from anyone at Better Pool since March & our final County inspection has never been completed.
  
  Sincerely,
  
  ********************************************

  

  Business Response

  Date: 08/08/2023

  Hello,

   

  There was never a lien put on, that was merely a ***************, that most/all companies put out as a general rule. The heater issue was fixed immediately. Lastly, the project is ready for final inspection, we are waiting to hear back from the customer to give the inspectors access. It will be scheduled as soon as the homeowners contact us.

   

  Thank you

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 19899400
  
  I am rejecting this response because:
  We never heard back from A Better Pool so I called ******* Electric to have heater repaired. This is the 1st time we've heard from ABP since March. They called August 8th due to this complaint to say they need access to yard to move equipment to bring it to code for inspection..then left gate wide open and electrical wires exposed near pool equipment and never gave us an update on the work.. My husband called owner *** on 8/8 to verify was work completed and to schedule inspection 8/18 when we would be in town. We had our pool cleaner take pictures of what the work area looked like because we told *** @ABP  we were in ******** and would be back 8/17/23 but gave him our gate code to access pool equipment  & to give ** a update when completed but he didn't. I'm not sure why this company makes light of this job but it's very frustrating for us the paid in full customer. Communicating with ABP is one way.

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

  

  Business Response

  Date: 09/22/2023

  Hello,

  Everything has been fixed and completed. Pool permit has been closed out, no issues remaining.

  Thank you

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 19899400
  
  I am rejecting this response because: we have not been notified by the Hillsborough County as of yet that the pool has passed its final inspection.  If A Better Pool has a copy, please submit it to **. Last we heard the pool had failed its prior inspection. 
  
  Sincerely,
  
  ********************************************

  

  Business Response

  Date: 09/27/2023

  The Certificate of Completion has been attached to this response, if you are unable to view please reach out with you email address and we can send it again for you.

   

  Thank you

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 19899400
  
  I am rejecting this response because I have not been notified by Hillsborough County that the final inspection has passed. If you have certificate of pass..please download on this site. 
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  Date:03/01/2023

  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 contracted A Better Pool and Spa Service to build our pool, spa, decking and screen enclosure.Contracted on May 3, 2021 Price was $94,000 Broke Ground/Yard scraped on Sept. 7, 2021 We paid an extra $8,697 because they couldn't get materials for original interior coat we picked and the only way to avoid more delays was to upgrade the interior coating.Total build cost now $102,697 Pool filled with water on April 7, 2022 We had several "punch list" items when the pool was completed/filled. Most were resolved by August, 2022. Three issues, ALL of which were identified immediately, are still not resolved, almost a full year later, and we are no longer getting any responses to any type of outreach to A Better Pool and Spa Service.The remaining items that need to be addressed are:1) One corner of our infinity spa is "high" so water doesn't flow over it. There are also a couple of chipped tiles in the spa that need to be fixed.2) One spa jet basically has no water flow (and never has)3) The autofill/overflow device that we paid $500 to have included has NEVER worked right and we found information in the installation manual that it was installed correctly and will never work correctly as installed (and we provided them this information.We have been aggressively requesting these repairs since August 2022 and are no longer getting any responses from them at all.I've attached a DETAILED timeline.

  

  Business Response

  Date: 04/14/2023

  In Response to this complaint, This project was started and completed mostly during the ***** time which did so down the completion time due to lack of material and labor, but we fought through those times and got the project completed.

  Response to complaint.

  # 1} This is not an Infinity Spa it is a normal spa with a normal large spill over. We showed the homeowners how to set the valves to get the correct amount of water to overflow a couple times, but they refuse to abide by the instructions, so this is definitely  {POOL OPERATION USER ERROR}

  #2} When we started the pool up and gave the homeowner their pool school, we showed them specifically how the takeout the o****** in the spa jets to clean and that this would be needed for routine maintenance. They understood but seem to refuse to clean, again {POOL OPERATION USER ERROR}

  #3}The AUTOFILL device was installed by the pool system and was not working properly. Our crew went out there to move the device to a different location and the homeowner told the crew to remove the device totally and refused to allow them to install the device. A-better pool is willing to reinstall the device if the homeowner would allow the crew to come back and install the device in the location where we want to put the device .

   

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19519265
  
  I am rejecting this response because:

  In general, while they comment about COVID impacting the build timeline, our complaint has nothing to do with the build timeline at all. Our complaints all have to do with problems with the pool identified after build and lack of response to fix them. In addition, if at any time over the last year they had said to us, "We showed you how to do this in pool school" we would have told them they never gave us pool school. They never taught us and never responded to requests for fixes in any way, not even offering to teach us. 
  
  1) The spa was designed to have even flow over three sides (which is basically but not quite the same as infinity).  While there was an attempt by ABP to adjust the flow in the spa to make it flow over the high corner, it never worked and only caused venturi bubbling in the spa which, when the spa and air blower are not running, should not happen.  There was never a pool school to show which valves controlled which aspect of our install.  Instead, adjustments were made without "showing" us.  Key to this statement - there was never a "pool school" where every aspect of our pool was reviewed and taught.  Additionally, we have adjusted the valves to the best of our ability (never having been taught) and it does not fix the issue, as the corner is simply to high.
  
  2) As noted in #1, there was never a "pool school" where every aspect of our pool was reviewed and taught - including maintenance of spa jets.  We have 5 of the 6 jets working as expected and with consistent flow.  Only one jet is not functioning the same as the other 5 and again, we were not never taught how to maintain the flow of those jets, nor did APB ever check it themselves to ensure it would work if cleaned out. It has never worked since day one.
  
  3) When we first met with the owner before ground was even broken for the pool, we had clearly requested overflow and the owner responded that he felt there was sufficient grade to build in the overflow capability out of the pool itself.  In addition, we requested the ability to auto-fill the pool with the expectation that all that would be installed would be a pipe from the spigot by the pool equipment into the pool so that a timer could be put on the spigot to run a certain amount of time daily to keep the level of the pool consistent.  Instead, an auto-fill and overflow piece of equipment (all in one) was installed (and installed incorrectly based on the instructions from the manufacturer that specified there should be a straight pipe between the equipment and the pool to ensure no air locks would be introduced in the line).  We have since had A-Better Pools remove this piece of equipment, and while we are still quite disappointed with what was installed, we are satisfied to just have the ability to auto-fill the pool and manually manage overflow.
  
  4) There is no response from A-Better Pools to fixing the chipped tiles on the edge of our spa that were identified within the warranty period and requested multiple times to be fixed.
  
  We are EXTREMELY disappointed with the service that A-Better Pools has provided and will never recommend them to anyone that asks us for references for pool builders.  The process of building this pool has been nothing but a headache and a miserable experience.  This is not the first pool we have built and our previous pool building experiences have not been anything close to the poor customer ********************** A-Better Pools has provided.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/15/2023

  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 signed a contract with A Better Pool and put down a deposit, in July 2021, as of today 2/15/2023 our pool is still not complete. We had several months wasted due to the lack of communication. We produced a punch list, July-August 2022, with multiple issues and were assured these items would be addressed. Some were stated as far back as April 2022.Our punch list includes some items A ***************** created and has not been rectified or completed. We have had several major issues with poor travertine and was promised by ***, the owner, that he would rectify the poor material. A crew was finally sent on 9/13/22 to start completing the punch list, which includes finishing exposed footers. This crew showed up at 11am, left to get the grout, came back 3 hours later, unsteady on their feet, started to grout the travertine along with grouting the coping area. This crew installed grey grout instead of linen. We now have cream travertine tile with blotches of cement color grout and grout inside our pool, that we cannot remove. They created a mess and left. Since then, nothing has been done even though we contacted them multiple times-no response. We need their mistakes rectified the punch list completed. We have major inspections that need to be completed, our original permit expired 9/2022 and Pasco County extended our permit to 4/19/2023. The permits that are still open are Building Piping Final, Building Pool Final and Building Barrier Safety Inspection. Over 18 months and not complete. Open Items: 1: Replace coping tiles near waterfall 2: Grout all coping tiles and the holes in them 3: Replace multiple Travertine Deck tiles and have tiles level and on the same plane. 4: Grout holes in Travertine Deck due to poor quality 5: Adjust the screen doors 6: Repair the waterfall plumbing 7: Stucco the back wall - waterfall area facing pond - poor quality finish. 8; remove all grey grout and replace with proper color! Linen

  

  Business Response

  Date: 04/14/2023

  In Resonse to this complaint .

  There were some legitimate issues with the quality of the travertine materials we purchased from Stone hardscaped. We notified the distributor immediately and they took several months to finally agree to meet us at the job site and inspect the materials. They did find that the quality was poor and offered to replace only a couple of pallets, so A-better pool purchased additional to replace the remaining pavers with better quality material. After that new material was installed, the homeowners were still complaining that there were holes in the travertine and wanted them filled with grout. I had explained that this is natural stone and holes were normal and to be expected even in the best quality of outdoor paver decking.

  Our crew got there to do some grout work and the homeowner instructed our crew to grout the entire deck which we normally would not do but the homeowner insisted to our crew and they did grout some of the pavers at the homeowner's direction. We will not be responsible for the grout in the decking as the homeowner demanded it be grouted.

  There are some inspections being scheduled for the week pf 4/17/23--4/22/23 and permit should be closed out by 4/21/23.

• Initial Complaint

  Date:11/14/2022

  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.

  It has been over a year since I signed a contract with ********************* (****) to finish my pool project that Olympus Pools abandoned in June 2021. The contract with **** was signed on 26 August 2021. On 1 October 2021, I provided **** a Hillsborough County contractor change request. A Certificate of ******************* was provided to me by **** dated 24 and 29 November 2021. Work did not begin on my pool project until December 2021 and has not been completed as of 14 November 2022.When **** accepted my pool project, the pool shell was shot. Nine pallets of pavers and coping were on site. Tile for the pool rim was on site. All work and materials were paid for up to this point. I agreed to pay **** the cost quoted to complete my pool project with the original pool features as discussed and documented with the **** representative. What went wrong with ****.Communication. In my initial discussions with the **** **** ****************************** we had an understanding that **** would maintain steady communication with me regarding my project. This has not happened throughout the entire project. Receiving updates or answers to questions from co-owners ******************* or ***************** have all been initiated by me with numerous attempts by phone and text messages before possibly receiving a reply. Completely unacceptable and unprofessional.Project Completion. 6 months was a reasonable expectation to complete the project given the materials already on site. This was acknowledged by **** who said my project would be worked into the **** schedule. Even with possible material delays and labor shortages the project not being completed is unacceptable.Complete my project by 9 December. This includes the replacement of the check value that has been stuck open since at least 25 September and the Hillsborough County inspections on the enclosure and pool.Provide all the *************** for the pool equipment, enclosure, etc. dated when the county inspection was completed.

  

  Business Response

  Date: 11/22/2022

  Hello,

  We Have been i contact with **** and have on for his inspection by the county on 11/23/2022 and we have every expectation to complete his punch out list by his requested date of 12/9/2022

  Thank you 

  Customer Answer

  Date: 11/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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

• Initial Complaint

  Date:11/08/2022

  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.

  We signed a contract for a pool and spa ********** owner of ********************* Company in December 2021. We were told we would have our pool by June 22. In March, his crew showed and dug the initial hole for the pool install. Per the contract, it was stated that the installation process generally takes **** weeks from start to finish. The process seemed to move along fairly for the digging of the hole and the concrete (since the company is ***'s too). After that things went down hill, plumbing took for ever to be done, then we had to change the tiles we choose and the paver and ended up paying more which is causing us even more trouble. Communication with our PM was null, he had no clue of what was the plan for our pool or what had been done or pending to do. When I questioned why the process was going so slow, he responded with ongoing excuses regarding rain, COVID, lack of materials. All of which I was incredibly tolerant of for several months. Inspection failed 3 times, final inspection can't be done why? Pool has leaks, our travertine is a treat, tons of broken part. It take forever for *** and his team to come and work correctly. Last 2 time his crew came by was because we threatened to hire a lawyer. It is now Nov 2022, we try to get *** to finalize our pool but don't think it is happening any day soon. Leakage team has come twice , first team fixed the wrong leakage, 2nd team fixed only one leakage. We have been very tolerant until now but I am done with being patient.

  

  Business Response

  Date: 12/20/2022

  This response was taken verbally by BBB:

  We have met with the customer several times and the customer does have a legitimate issue with the drains in her spa. The company who installed the interior are currently working on correcting the error. I spoke with the husband regarding the travertine. Travertine is a natural stone and has natural veins and holes. The manufacturer has already inspected and determined that it is within their specs. I have agreed to replace 3 or 4 pieces for them as goodwill, but the manufacturer will not approve replacement as there is nothing with the stone. The leak issue should be resolved with the spa drain issue being resolved.