Complaints

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

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  D & L Pools, Inc

  12612 W Farmington Rd Hanna City, IL 61536-8001

  
• 

  D & L Pools, Inc

  P.O. Box 80 Hanna City, IL 61536

  
• 

  D & L Pools, Inc

  4732 N Brandywine Dr Peoria, IL 61614-5559

  

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:07/23/2024

  Type:Customer Service 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 hate doing this type of thing, but I feel I have no other option other than contacting a lawyer, which I don’t want to do. We had a pool installed from this company the summer of 2021. Within the first 2 months we noticed it was quickly leaking a foot of water anytime we filled it up. Thought it was maybe from the light they just installed so they removed the light, but it still leaked. They came out several times, each time nothing was done and we had to reach out each to them to see what they found out, which the only answer they’d give was they didn’t have the right equipment with them. We had to leave our brand new (expensive) pool uncovered all winter to watch it freeze and fill with dirt and debris. Spring came and they finally came out and found the issue (but still didn’t install the light). They said it was a leak at the main drain. They shut that drain and said it was going to be a big job to fix. They’ll have to rip up concrete to get to the leak and then repour some concrete. Since it was their busy season they said they would come back the end of the summer when they weren’t as busy. We agreed since we could use our pool, it still had an issue, but we could use it. That summer came and went and nothing happened. we contacted them again and again they apologized and said they’d be out first thing in the spring, We’d be the first on their list, I naively believed them. This spring they promised to do a leak test when they opened the pool the week of April 22. They didn’t come or even contact us that week so we had to reach out again. They came, opened the pool, charged us for it when they said they wouldn’t, yet still didn’t install the light or do the test! I contacted them again and again they apologized and said they would come July 12th to do both. Once again they didn’t come and no word from them about it. I’m submitting this in hopes it get their attention. It’s been 3 years, we just want them to finish their job: leak fixed & light installed.

  

  Business Response

  Date: 08/16/2024

  Please see attached response.

  In reference to the complaint by the *******, we have installed the light and it
  is working correctly. We are also in contact with ******** **** ********* to
  confirm the location of the leak in their lines. As soon as that is confirmed we
  will be in contact with the ******* to complete the repairs. If any additional information is needed contact D & L and we will respond as quickly as we can.

• Initial Complaint

  Date:05/20/2023

  Type:Product 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.

  I paid over $6000.00 for a pool from D and L on August 4 2022. I used who they recommended to install the pool ( ********* Home Renovations) in Sept 2022. I paid that company $5300.00. The pool failed within a couple of weeks. The installer returned and rehung the liner at no charge. April 2023 the pool failed again in the same spot and additional spots. Installer returned, drained pool, and reattached liner, at no charge. But I had to pay $1430.00 to refill my pool. Installer claims it is not their responsibility because it is faulty parts. I have called D and L 4 times since April and they have not responded in any way.

  

  Business Response

  Date: 05/26/2023

  We have no control over the quality of parts our supplier supplies to us, the part that was defective was manufactured over in China.  We have not seen any copies of the water bills from Mrs *****, stating the refilling of the pool on the dates as she stated.  As many of the warranties state that the labor and incidentals are not covered for replacement.  Even that we as D & L Pools had nothing to do with the installation only supplying the materials, we are willing to cover half of the water refilling bill, once we have proof of the total charges. You may feel free to call the office ************ for more information if needed.  Thank you.

  Customer Answer

  Date: 05/31/2023

   I am rejecting this response because:
  
  
  Business has refused to respond to any of the several methods of communication we have used.  

  To say that they have no responsibility for the parts they sold because they were made in China is absolutely ridiculous.  It makes no difference where the part came from, D and L  sold the part..  

  Invoices for the water bill were included in the original complaint and attached to this response. D and L has all the information they need to reimburse for the water. 

   

  

  Business Response

  Date: 06/19/2023

  please see attached.

  ID#*******
   
  Mrs. ***** purchased her replacement 33' x 54" Downtown pool from D & L Pools on August 5, 2022. ********* Home Renovations was contracted to install the replacement pool. Sometime in September Mrs ***** had an issue with the liner coming out of the track, which was repaired with new pieces supplied by D & L Pools at No Charge to ********* Home Renovations. Again in early 2023 parts were replaced again at No Charge to ********* Home Renovations.
  ********* Home Renovations when out of the way to correct the issues at No Charge to Mrs *****.
  Please find attached check #***** in the amount of $1430.00 for water hauling reimbursement in full, sending to ******** ******* ****** address above.
  Endorsement of check signifies D & L Pools will NOT be held liable for any further issues, problems or warranty 
  Respectfully submitted,
  
  

  Customer Answer

  Date: 06/22/2023

  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.