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Business Profile

Pool Contractors

Pools Plus
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Pools Plus's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pools Plus has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint 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:09/01/2022

      Type:Customer Service 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.
      We contacted Pools Plus in February of 2021 after we discovered a leak on our hot tub. At that time the hot tub was still under warranty by Pools Plus until October of 2021. We called them right away that week and told them about the problem. We were in contact with them many time between Feb. 2021 and to the present. They finally came in May of 2022 and replaced the manifolds. Then they didn't have an o ring. That took another month and many calls from us to them before they came and fixed it only to find out they didn't replace another manifold that was cracked. So we called again and said we would settle with them buying it from us for $*****. They said they had to make room in the warehouse. So we have have called every few weeks to get an update only for them to say well we have to call Jarrod and see what is going on and we will call you back. Only to get no phone call back. I have called Jake ******** who owns both places and have never received a call back from him either. I called at 2:30 on 8/31/22 and left a message with no same day call back. What's the point in having a hot tub if you can't get the company you purchased it from to come and repair it or return your phone calls or update you. We just want our $***** and be done with it. We have waited 19 months for a resolution.

      Business Response

      Date: 10/21/2022

      Business Response /* (1000, 5, 2022/09/09) */
      Upon receiving this complaint, we have been out to the customer's house and diagnosed the new leak and what is causing it. The parts needed to resolve this issue have been ordered from the manufacturer. The customer has been informed of this. Once the parts arrive, we will return to the customer's house to complete the repair.


      Consumer Response /* (3000, 7, 2022/09/11) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      The business contacted me on 9/10/22, and said they would have a technician here Monday or Tuesday. I advised her that we still asking for either $** or an agreed upon amount for them to buy our hot tub from us and they can resell it. Johanna said she would look into that and be in contact. The reason we want to to get rid of it is because 19 months without a hot tub and hardly any service in between has burnt our bridge on ever owning another hot tub.

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