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Business Profile

Pool Contractors

A Better Pool, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:09/29/2023

    Type:Order 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.
    11/19/22 ***** and *************************** came to our home for a free estimate on installing an inground pool. They took some measurements and spray painted an outline on the grass. They said they have a wait list at the moment and the earliest dig date would be 6/1/23, and a deposit is required to get on the list. We were ready to sign a contract & pay the deposit to get the 6/1 date. ***** said she would draw up a contract and get back to us, but took our $7000 deposit electronically then. Since then, our dig date was pushed to July then August due to rain on other jobs ahead of us. Then my Husband changed employers and told ****** he just wanted to be bumped down 1 spot on the wait list. ****** said it was fine. 3 weeks later we let them know everything was good to go. We recently started getting messages saying we need to apply for a fence permit. We were told by the County normally the contractor applies for the Pool and Fence Permit together. My Husband contacted ***** today, 9/29/2023 and told her the County needs a spec/layout showing the layout of the pool, fence, yard on the plat. My Husband said he feels like we are paying them to do this. ***** was rude to him so he told her we no longer wish to do business with them and would like our $7k deposit back. She said they would have to keep somewhere around 5 hours at $16.50 for man hours. We reminded her no work has been done - only the free estimate. When ****** called, my Husband said he no longer wanted to do business with them and asked for his $7k deposit refund. ****** said they would keep $2000 for breaking the contract. My Husband asked for a copy of any contract we signed explaining cancellation fees. ***** refused to send anything. ***** only sent us a copy of the original estimate showing we paid $7k deposit. There is NO signed contract. No work was done, only free estimate. We want our FULL $7k refund.

    Business Response

    Date: 10/02/2023

    Due to the complainant threatening court in our last phone call, we will refrain from a written response until the case is resolved.

    Customer Answer

    Date: 10/03/2023

     
    Complaint: 20675907

    I am rejecting this response because:

    According to *****, she recorded the phone call where we told her (and her husband) that we no longer wish to do business with them. It is advised that she review that recording where she will hear that her Husband, ****** was the one saying *** me! We have been advised to take the following steps to give A Better Pool a chance to do the right thing before taking legal actions. The Better Business Bureau was the first step. The ************* is the next step on the list if our deposit isnt refunded in full by 10/12/2023. My Husband tried to understand their side that they do not have the full $7000 at the moment to refund, but after ***** made inappropriate comments towards us, and cannot produce a signed contract (of any kind) stating that our deposit would not be refundable, we will seek legal fees in addition to the $7000 deposit if not refunded in full by 10/31/2023. Again, no work has been started on this job and no contract has been signed. Only a $7000 deposit was paid to be placed on a waiting list (almost 1 year ago).

    Sincerely,

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

    Business Response

    Date: 10/03/2023

    ****************** is again threatening lawsuit and lawyer fees if we do not comply with a full refund.  There are many things that we disagree on and will be glad to be public with all outcomes once they are final.

    Customer Answer

    Date: 10/03/2023

     
    Complaint: 20675907

    I am rejecting this response because:

    Again, no one is making threats. We paid A Better Pool $7000 in November 2022 to be placed in their waiting list. Other than the free estimate that day, no work has been performed, they have made no other trips to our property, so we have requested our full refund of $7000. Neither my Husband nor I have signed anything with A Better Pool and we demand our $7000 deposit be refunded in full so we may move forward. We feel ***** and ****** do not have the funds and this is why they are stalling. That cannot produce a signed contract that they claim we are breaking. We simply demand our deposit back.

    Sincerely,

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

A Better Pool, LLC is NOT a BBB Accredited Business.

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