Complaints

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

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  Therapeutic Pools

  On File With BBB Bowling Green, KY 42104

  
• 

  Therapeutic Pools

  null Morgantown, KY 42261-8401

  

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:08/08/2022

  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.

  We signed contract for a pool back in January 21 and to this day the pool is not done yet. Liner was installed but it was leaking and the pool guy ***** said it’s because of the light and that electrician has to fix that. Electrician came out, did whatever they needed to do and informed us that there is nothing wrong electrically with the light and it just may not be glued properly but that’s the part of pool guys job. I have informed him of everything electrician has told us and told him that he needs to come finish the pool. For the past month and a half he keeps saying that we will show up “tomorrow” but he never came. We paid for the heater and cover which he never brought to us. We always paid him in time after completing each phase, except for the liner installation because it was leaking right away.
  Please help us get this resolved! Thank you very much!

  Business Response

  Date: 09/16/2022

  Regarding incompletion of the ******** Pool, Therapeutic Pools is ready to continue to move forward and complete the pool on our end, however the conduit ran to the lighting isn’t completed for our company to continue work. After inspecting ourselves, we did inform Mrs. ******** that the conduit ran to the light wasn’t glued and that the electrician needed to get it glued before we could proceed. She gave me a phone number to * *** * electric and explained to me that we could meet them there on the job. We reached out to on 2 different occasions and they told us that they did not run the conduit to her pool and wouldn’t meet us at the job as they didn’t work on her conduit. We also did not run her conduit and aren’t honestly sure who did. We cannot install a light with electric ran to it in conduit that can leak water. Until the conduit it is fixed we can’t finish installing the light. We really do want to finish this job and collect to rest of the money owed to us and we want Mrs. ******** to be able to enjoy her pool but on our end we are at a stopping point until the conduit gets glued and is safe to finish the pool.
  
  Update: We were able to locate a product that is able to seal Mrs. ********’s conduit for her, we are doing so at no charge in order to be able to proceed.
  

   

  Thank you,

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