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Business Profile

Pool Contractors

A-Better Pool and Spa Service, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/12/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Company is not responding to any of my messages or phone calls. They agreed to complete an outdoor kitchen for me and the cabinets have been sitting outside my yard for several months. I have informed the company of a leaky roof that was installed by there subcontractor and damaged travertine on my outdoor deck. No one has responded to my complaints or having the project completed in a timely manner.

    Business Response

    Date: 11/08/2022

    This response was taken verbally by BBB:

    At this time, all of the customer's issues should be resolved. If there are any pending issues, please let us know.

  • Initial Complaint

    Date:10/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have not had a good experience in dealing with this business, I regret that there are still ongoing issues, even if minor. The only reason this pool is complete is due to complaining with the ******* ************************************************ about A-Better Pool and Spa Service, LLC after promises and assurances were not fulfilled. I paid all monies on time and services was not reciprocated as promised in a timely manner. Hence the necessity to involve the ***********. From signing to city inspection/(completion) this process of asking repeatedly to kindly finish a job that was paid for took a year.I asked on signing for 2 pool lights and an umbrella holder built into the "sun shelf" portion of the pool. I got 1 pool light which was not worth complaining about and 2 umbrella holders. 1 as promised and another unfinished one which was unwanted. I have been asking the owner for a fix on this when it was noticed in ****************************************** July 2022 before the pool 1 year warranty. Also I informed of the pool light being defective which was fixed promptly. Also the steps leading off the patio were not performed satisfactorily.I am complaining now because as expected I have been ignored again on basic requests.

    Business Response

    Date: 11/22/2022

    Hello ,

    Today is 11/22/2022 a-better pool will reach out to ******* about the unwanted umbrella holder and discuss the step off his lanai as we have no record of this issue, there is no step off his lanai to his pool deck it is level deck area with no step down per the ************* permit for drainage that we were approved for.

    Thank you 

  • Initial Complaint

    Date:09/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Screen enclosure has been completed since 2/2022. It has leaked from the beginning and caused damage and rotting to my roof. I finally convinced them to fix it towards the end of July. They stacked another gutter on top of the leaking one and the water is bypassing the one downspout and causing patio to flood. The gutter itself continues to leak. When they attempted to repair, improperly, in July they moved the elite roof they had installed leaving multiple holes in my roof. that has now resulted in roof damage quoted at $3000.00 to fix by a roofing company. He confirmed my roof is good except that area that has rotted from the water damage.I also got in contact with the ************* inspector who told me he was rescinding the approved permit as it should have never been approved in the first place. The ************* representative said they would have to fix it. *** the owner no longer replies to me. There is no plan to repair my roof, the faulty "double gutter" with no downspout, or my flooding patio. Per the city inspector and the gutter company, the gutter is not pitched correctly and is sagging. Per the city inspector that whole gutter and rigged double gutter needs to be replaed with one continuous piece and a working downspout. If no action in 2 weeks I have no choice but to file court claims as they are knowingly letting my patio flood and my roof continue to rot.

    Business Response

    Date: 10/14/2022

    This response was taken verbally by BBB:

    The permit has not been rescinded and the job is completed correctly. The city failed her permit because the customer put in a walkway that is 8" higher than the city allowed. We have an appointment with the city inspector to go out and explain this to the customer. The only issue affecting the permit is the issue that was caused by the customer. The screen enclosure passed inspection and the gutter on gutter is engineered this way and approved. There is roof damage that was pre-existing, it takes years to rot and the customer is trying to get us to pay for her pre-existing damage.

    Permit #: BLD-21-0484358

    Customer Answer

    Date: 10/14/2022


    Complaint: 18011151

    I am rejecting this response because:
    I most certainly did not make these holes myself and my roof is not old. All wood that needed to be replaced was. The bad areas are only where the water was kicking back...since February but they refused to fix it. 

    Sincerely,

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

A-Better Pool and Spa Service, LLC is BBB Accredited.

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