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:12/07/2022

  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.

  By 6/16/2022 this company was paid in full for replacement of our in ground pool liner and adding in lights. Although I am not happy about the job done on our in ground pool liner, I am more concerned with the lights. It cost an additional $4,568 for brand new pool lights to be installed. The lights worked for only 3 days and then would not function properly after this, with 1 out of the 3 lights not working at all. This was no fault of our own, and the company owner himself stated it was a problem on his side. I have been in constant communication with this company to try to get a resolution. I have given ample time and opportunity, however this company has not fixed their mistake although they were paid for the job. The date today is 12/4/2022 with still no resolution.

  Business Response

  Date: 12/14/2022

  We completed this job several months ago to satisfaction of *********************
  They sent us a Thankyou card as well. 
  A few days after install he let me know there was a problem with one of their lights. I went back out within the same week and contacted the manufacturer of the light. They told me it was indeed a warranty issue and they would send me a new light. They told me it would take about 2 weeks to be delivered.
  Two and a half weeks later I reached out with no response. I continued to call text and leave messages with TJ from PAL lighting LLC.
  He never responded. I contacted PAL corporate as well as going through social media trying to obtain their attention.
  ******************** reached out to me several times during this process and I explained to him that we dont have control over PAL lighting we are carrying out their warranty because PAL does not have anybody local to repair it. Untill I receive the part I cannot fix the light.
  
  This whole process has been as frustrating for me if not more than it has for Mr. and **********************
  As of today 12/14/2022 I received the light via *** and will be installing as soon as the weather permits.
  
  I feel as through this complaint should be on PAL lighting LLC not Sweet Southern Pools. I am only the middle man and can not control a different company.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18520887
  
  I am rejecting this response because:

  Unfortunately, as of 12/20/2022 our pool lights are still not working. We feel as if we  have given ample time and opportunity for this job to be completed. We have largely felt as if Sweet Southern Pools has not done enough on their part to ensure a timely arrival of the part that was needed. Although we have been in constant communication with Sweet Southern Pools, this was because we had to reach out to them, and not the other way around. We have felt as if we have been placed on a backburner for some time, and that our case has not been a priority for them even after they were paid thousands of dollars for this job. It is fair to assume that anyone in our situation would be upset, and we as a consumer have every right to address our concerns. It is unfair, and inadequate to assume that we as a consumer should be upset with the lighting company. The fact is that we did not pay this lighting company for the job, and we have nothing to do with whom the Sweet Southern Pools company decides to contract for this. With that said, we are unable to resolve this matter until either the job is finished, or we are adequately compensated for our troubles. 

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

  Business Response

  Date: 01/04/2023

  This matter has been resolved. As soon as the light was delivered to us we got it put on and it is working properly. 

   

  There was never anything further we could do in this situation. Both the client and myself tried multiple times to get ahold of PAL Lighting for an update on the warranty. 

   

  PAL usually has other people that handle their warranty problems but they didnt have anyone available for this claim in this area. They asked if we would handle the claim and we agreed. As far as we could take that was submitting the warranty on the faulty light and waiting on them to process it. 

   

  PAL sent us a faulty light to begin with which we neither knew or had any control over at the time of install. As soon as we were notified of the issue we contacted PAL to get the warranty process started and were told by PAL it would be a very quick process and we would have the replacement ASAP. We continued to reach out and check up on the warranty claim and were met with no response. At this point we couldnt have even gotten a new light ordered for the client in the meantime while waiting on this warranty - we typically go this route with other companies we do warranty work with. We tried every avenue of contact for PAL lighting for many weeks and eventually the client was able to get them to contact us back. 

   

  We did everything in our power to get this warranty claim resolved for the client. What was out of our control shouldnt be held against us. 

  This complaint needs to be on PAL Lighting alone. 

  Customer Answer

  Date: 01/06/2023

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