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Business Profile

Pool Contractors

Ultra Modern Pool & Patio, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Ultra Modern Pool & Patio, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Ultra Modern Pool & Patio, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint type

    • Initial Complaint

      Date:05/31/2025

      Type:Delivery 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.
      There are several issues here that Ultra-Modern needs to address.
      First, it is unacceptable to promise delivery of a new in-stock unit and instead issue a display model that appears to have been stored outside.
      Secondly, the nonconforming electrical, plumbing and missing hardware has resulted in multiple maintenance requests that could have been avoided by a basic inspection prior to delivery.
      Finally, while the technicians have been great, the timeline from a reported problem to on site repair has been more than a week on every one of these repeated issues.
      (reference attachment)

      Business Response

      Date: 06/24/2025

      We appreciate the opportunity to respond and are grateful for the feedback provided throughout this process. In light of the concerns raised, we conducted a thorough review of the issues experienced with the customer's hot tub. Based on our findings, we’ve determined that the most appropriate and customer-focused resolution is to replace the hot tub with a brand-new unit.
      Customer satisfaction is extremely important to us, and we are committed to making things right. The replacement hot tub has already been ordered and scheduled on our next available delivery truck. Due to current scheduling and logistics, this delivery is expected to take approximately 4 to 6 weeks.
      We have communicated this solution to the customer, who expressed satisfaction with the outcome. In the meantime, they have graciously agreed to allow us to continue servicing their current unit so they have a functional hot tub while awaiting the replacement—something we greatly appreciate.
      We sincerely regret the inconvenience the customer has experienced. A new hot tub should be a source of enjoyment, and we understand how frustrating this situation has been. We’re hopeful that the upcoming delivery will provide a positive turning point, and we look forward to completing this resolution to the customer’s satisfaction.

      Customer Answer

      Date: 06/27/2025



      Complaint: ********



      We are grateful that the
      vendor is replacing this unit and for the efforts from the BBB on this matter.
      However, we would like to hold open this report until receipt of the
      replacement unit. This has been an ongoing nightmare for over a year, and we would
      want to avoid having to re-open a complaint.

      Once the replacement is received,
      we will happily close this report and will amend the **** review to reflect
      actions taken to make this right. Please be advised that in the next 2 months of
      awaiting a replacement we will be accommodating technicians who will be
      troubleshooting and attempting to repair the defective product at our
      residence. Thankfully due to remote work no time off will be needed
      but it can potentially interfere with other appointments. 

      If we can hold open the report to "trust but verify" it would be greatly appreciated.

      Thank you again for your efforts on this.



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

    Ultra Modern Pool & Patio, Inc. is BBB Accredited.

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