Complaints

This profile includes complaints for Brown's Pools and Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Brown's Pools and Spas has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Brown's Pools and Spas

  3285 Hwy. 34 East Newnan, GA 30265

  
• 

  Brown's Pools and Spas

  2116 Hiram Acworth Hwy Dallas, GA 30157-5107

  
• 

  Brown's Pools and Spas

  704 Bankhead Hwy. Carrollton, GA 30117

  
• 

  Brown's Pools and Spas

  2116 Hiram-Acworth Hwy Dallas, GA 30157

  
• 

  Brown's Pools and Spas

  3472 Hwy. 5 Douglasville, GA 30135

  

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:04/04/2025

  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.

  I hired Browns pools to fix a leak and clean my pool. My pool is still leaking and not clean. It was never explained tome that if a cleaning exceeds in allotted amount of time that additional visits would be required. As you can see from the text thread that Ive attached to this complaint, it wasnt mentioned until after the bill had been paid. I have tried to reach out to the department manager, and also her supervisor. My calls are not being returned, yet *** paid for a service that has not been completed.

  

  Business Response

  Date: 04/14/2025

  The customer had 2 separate issues:  A leak at the equipment pad, and a pool that had green water full of leaves.  The texts do confirm 2 issues and their request for us to fix the leak and clean the pool.  The pool cleaning text said it could take multiple visits, especially if the pool was too green to see the bottom.  Our cleaning tech cleaned what he could see, added chemicals to help clear the water, and said it would require another visit to clean the bottom.  The total for that visit was $330.28 which included a new filter pressure gauge for $10 so the correct filter pressure could be monitored by the customer.

  Our Repair tech visited the pool, found a leak in the plumbing equipment above ground indicative of freeze damage, replaced the bad plumbing, and charged them $267.10 for parts and labor.  The leak in that area was fixed and no other visible leaks were found.  He said he did not believe the pool had been properly closed and winterized last year.

  The customer refuses to pay for another visit to finish vacuuming the pool, and appears to have a leak in the pool itself.  We cannot do pool leak detection and recommended a leak detection service.  Their refusal to pay for another visit prompted our decision to end service with this customer.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23159897
  
  I am rejecting this response because:

  The claim that the pool water was green is simply untrue. The attached photos, complete with date and time stamps, provide clear evidence to the contrary. The image showing a larger quantity of leaves at the bottom reveals perfectly clear water, with full visibility to the pool floor. The second image, taken after the supposed cleaning, shows fewer leaves but still indicates a failure to properly clean the pool. These pictures definitively prove that the water was not green and that the leaf removal was inadequate.
  Regardless of any other issues, the central point remains: I paid for a pool cleaning service that was not delivered. At no point prior to payment did ************ specify a timeframe for the cleaning. This information was only communicated after the bill had been settled and I have text messages to prove this. 

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

  

  Business Response

  Date: 06/12/2025

  Management Reply: We do have text records with you explaining how a pool cleanup works. You were quoted a pool clean-up. A cleanup is a cloudy, green, brown, or black pool. If you have a pool that is brown or black and it is an inground pool that has a concrete surface or a liner that is 5 years old or newer, it is recommended to do a drain and clean, please call ************ to receive a quote. All other pools will require a chemical cleanup. The first visit is $185.00+ the cost of chemicals used. EACH follow-up visit is $100.00+cost of chemicals used per follow-up visit. Each pool is different and we have no way of knowing the cost of chemicals. The chemicals are based on the condition of the pool and the water test at each visit. Your first visit cleanup was completed. You spent $330.28 on the portion of the pool cleanup that was completed. It was advised that you would need follow-up visits because your pool was full of leaves, green and black algae. At the follow-up cleaning visit we found a new leak from freeze damage where your pool was not closed correctly. The pool filter was leaking and your pool water level was out of the skimmer from the leak. We advised the water had to be into the skimmer to operate the pool pump and for us to continue cleaning. We could not clean with the leak on the filter and water out of the pool skimmer. You did not understand that you had a new leak, completely different from the leak that we fixed before beginning the cleaning. 
  You spent $267.10 repairing your pool plumbing, PVC leaks. We did the first repair call prior to doing any cleaning, as the pool would not hold water. When we informed you that a new leak was found on your pool filter from Freeze damage, you did not understand it was a new leak. The water fell out of the skimmer again. The new leak was found at the second pool cleanup visit. We cannot control when you have leaks and need repairs. This is why the tech left without vacuuming the pool, he was not able to. I wish you the best with your pool.          - Pool Cleaning Manager

• Initial Complaint

  Date:08/30/2024

  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.

  Signed contract on 3/25/24 to build swimming pool which included demo of existing pool. Was told at time of contract they could put in new pool without replacing existing retaining wall. Before work begun was then told retaining wall needed to be replaced. ****** to pay additional money to build new wall which would not need to be inspected because would not exceed height restrictions. Pool shell arrive July 9 with skimmer installed in wrong location. Had to get commitment that skimmer would be fixed by manufacturer. Holes for lights also in incorrect so had to pay for additional light. Upon placing shell into hole I realized that hole was not dug deep enough because top edge was above existing cabana floor. It also appeared that future pool deck would cause water to be direct towards house. I tried to illustrate the problems with 2x4 at this time but was told by installation crew that these issues didn't matter or would be fixed later. Rough electrical inspection failed twice by city inspector. At this time I started checking other work.Retaining wall was found to exceed height unless crew piled gravel next to wall. This was their "solution". Said inspector would approve. I also did detailed measurements of potential pool deck slope and found that it would exceed the allowed slope by almost 3 times. International Swimming pool and spa code section ***** lists maximum slope as 2.4 degree. This would be exceeded in multiple locations to a max of 7.5 degrees. At this point I stopped work until this issue could be resolved. I presented code, detailed measurements and did a demonstration of the issue to general manager. Their "solution" was to adversely modify my existing cabana to try and get the slope to code but it still was 1 degree too steep. They refused to lower pool. They either cannot or won't provide detailed engineering specs of how deck can be built to code. They would not agree to return half my money. They have stopped responding to calls and email.

  

  Business Response

  Date: 09/25/2024

  See scan document

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22221143
  
  I am rejecting this response because:

  There was no attached response. The only attachment was a summary of the complaint and a timeline of communications between BBB and business.

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

  

  Business Response

  Date: 09/27/2024

  Complaint ID #: ********
  Business Reply   9/25/2024
  Unfortunately, we have been instructed by the consumer to cease construction on his pool.  We met with him on 2 separate dates and have had numerous phone calls to go over his list of concerns.  He refuses to accept that we are within code on the retaining wall and deck.  Instead, he is using a level and tape measure on unfinished ground to confirm his measurements, and citing codes not required in his county to justify his disagreements. We work with the county inspectors on every pool construction and know what is required, but he refuses to accept that we will complete the project to meet all local codes.
  As far as the pool not being deep enough, he was on site and agreed to the height of the pool when it was set.  We always have the customer see and agree to the height of every pool before we set the finished height.
  We did not call in a final inspection on the electrical because the job is not complete.  Of course it failed.
  In an attempt to satisfy his unfounded concerns and move ahead with construction, we did offer to improve his cabana floor, which was immediately refused.  It is not our responsibility to provide engineering specifications of the pool deck or for a retaining wall that by height does not require a stamped engineered drawing by the county.  It is our responsibility to build the contracted deck and retaining wall to meet local code.
  My last email with the customer was August 28th which was after he told us to stop construction.  I called him on September 2nd to discuss the local codes and asked to continue work but he had not changed his demands or was willing to let us continue working. We have not received any more correspondence from the customer since then.
  In this complaint the customer does not mention his other demand.  On our fiberglass pools with an auto cover we include a customer choice of waterline tile.  The customer picked out the tile, and we ordered and were ready to install.  Not only does the tile protect the exposed surface of the pool from UV radiation and pool chemicals, it also helps in the installation of the auto cover. The customer abruptly decided to cancel the tile which was agreed to on the contract, further stating that he would not accept the tile installation.
  Regarding the consumers desired resolution: 1. We refuse to spend the time, expense, and labor to unnecessarily remove and reset the pool. The expenses would run into the tens of thousands of dollars.  2.  We do not want to pay for engineered plans to prove we will be within local code upon completion because he continues to cite incorrect codes.  3. We will not return an extraordinary sum of money when we are near completion of the project.
  Our desired solution is to finish the project per the contract and have the county inspect as normal. Any failed inspections for construction or electrical are our responsibility to have corrected as we are the contractor of record.
  In the spirit of cooperation, we would be willing to have an engineer draw up plans to show finished deck height and slope, and we would make corrections where needed if not to local code.  This offer is contingent on 2 stipulations:
  1. We will assume the entire engineers cost if the pool deck cannot be built to local code without moving the pool height, but the customer will assume those costs exceeding $500 if no changes are required. 
  2.  The customer agrees to the contract as written, including the addition of the waterline tile.
  
  The customer has been using and swimming in the pool since water was added in July.

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22221143
  
  
  Upon Review of the business response, we reject their proposed solution for the following reasons.
  
  Browns Pools refuses to acknowledge that the pool was installed too high to build the appropriate pool deck. I told them it was too high the day of installation but was overruled by their project manager, ***** ********. They have not provided any planning documentation or proof of engineering as to why the pool was installed at the height that he deemed appropriate. Nonetheless, it was not my responsibility to do the engineering for the correct placement of the pool.
  On September 16, I visited *********** to get more information on inspections and codes.  I was told by the clerk that Browns Pools currently has numerous failed inspections and is no longer allowed to permit in the county. The electrical inspection that was requested by Browns (I cannot request inspections) was not for final electrical but rough electrical, and it failed not once but twice. Browns continues to use the excuse that the work is not done yet but, in this case, it is not clear why Browns requested the inspection if the work was not done.
  I have requested numerous times that Browns provide me, in writing, with the code that they intend to follow for the construction of the pool deck. Browns refuses to provide this saying that they know what theyre doing and will follow code that they refuse to specify. The Cobb County website ( *************************************************************************************
  ) specifies which codes the county uses. I have provided this information to Browns, but they refuse to acknowledge that this is the code that will be followed.
  
  At this point, we have no confidence that Browns can successfully complete the project given all of the mistakes and poor workmanship that we have seen thus far. We are not willing to incur additional costs for the project caused by Browns Pools, and it will already cost us tens of thousands of dollars to correct the mistakes made by Browns. We have already paid Browns for all items and work in the contract except for the pool deck.  
  
  The only acceptable resolution at this point is the immediate termination of the contract with the contingent that the lights and safety cover be delivered to us, without installing them, since we have already paid for these materials. 
  
  Sincerely,
  ***** **********

• Initial Complaint

  Date:07/16/2024

  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.

  ******* Pools of ************, ** installed an in-ground pool at my residence the Summer of 2021. The total installation cost just over $110,000.00. The installation appeared to be good until I noticed that one of the skimmers was not properly sealed with grout to prevent any water seepage from the pool. This was brought to the attention of the Company that same summer of 2021. We were promised that the issue would be fixed. This has gone on for 3 years now, each year we bring it to their attention and each year they say that they will fix it. We've made phone calls to ********* (the one who sold us the pool), sent emails, sent pics, addressed the issue through their website, stop by the store and talked in person, reached out to upper management (*******************). All to no avail. The Company committed to giving me a FINISHED/COMPLETED JOB but they have not and are avoiding their responsibility to do so. They were contacted and made aware of the issue well within any warranty period but have failed to act. I feel that water is escaping around the skimmer, possibly washing away earth behind it. I currently have to fill up the pool once a week when we dont get rain. I've been extremely patient and feel that I've been forced to take this action.

  

  Business Response

  Date: 08/08/2024

  ********, thank you for following up with me.  As discussed, Brown's Pools and Spas has completed the repair of the skimmer on the ***** pool and I am told the ******* approved the repair.  This work was completed on July 19, 2024. We had unsuccessfully attempted to have the sub-contractor  who caused the need for a repair to fix it, so we made the repair ourselves.

  Attached is a photo of the completed repair and the work order showing scope of work.

  Thanks,

• Initial Complaint

  Date:06/04/2024

  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.

  On April 30th our hot tub was delivered. On May 21st, we began complaining to the ****** location that it was leaking. On June 4th a technician came out and agreed there was a leak but couldnt repair it due to not having the part. He did not give any further explanation. This is a brand new hot tub and no one seems to be concerned that it is leaking.

  

  Business Response

  Date: 06/05/2024

  We have found the leak and the parts to fix it are on order.  Bullfrog has a great 5 year warranty on parts like this, but we rarely need to change out this part and did not have any in stock.  It will be fairly simple to change out the part once we have it.  We will contact you once we know when the parts will be here and we have requested overnight delivery for shipping..  We have to use a blue liquid to help locate a leak and that is why your deck is showing blue water.

  Thanks for your patience as we work with the manufacturer to expedite the shipment.

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21801927
  
  I am rejecting this response because: the hot tub was repaired with a part however it is still leaking. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/15/2024

  The original spa was replaced at the end of June with a new spa at no cost to the customer.  This complaint should be closed.