Complaints

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• Initial Complaint

  Date:06/01/2023

  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.

  Purchased a home with pool installed by paradise pools. They also provide on website that pool has a 10 year warranty. Pool was installed in 2020. Pool is 3 years old and plaster is cracked in pool. But pool contractor is not responsible. Paradise pools is stating that pool warranty in not transferable and also that plaster contractor warranty in not transferable. So these companies are putting pools but once original owners sales home pools had no warranty. Pool companies need to stop hiding fine print and stand behind workmen ship. No where does it state if you sell home pool warranty in voided. We have made a huge investment on our home and also we also had to purchase pool. Previous owners installed pool. If you purchase a home with builders new construction warranty they do not void your warranty because you sold home. How are these pool companies getting away with this type of fraud.
  It is against public policy to sell a warranty that cannot be transferred. Just about any warranty should be transferable because it is what buyers paid for. “It really goes with the product, it doesn’t go with the person,”.

  

  Business Response

  Date: 06/01/2023

  Paradise Pools offers one year warranty on all workmanship on every pool. After that initial year is up the manufacturer warranty is applied.  It is up to the manufacturer to decide whether the warranty is transferable or not. Also discoloration of plaster is not a warranty issue is a water chemistry issue.  Please contact the plaster manufacturer to see if they would transfer the warranty, then see if it is a warranty issue.

  Customer Answer

  Date: 06/14/2023

  
  
  Complaint: 20128348
  
  
  
  I am rejecting this response because:
  
  It’s not the plaster discoloration it’s that the plaster has a hole. Also no where on paradise pool does it explain your warranty. So seller and ourselves were very misinformed with your warranty page. Also we purchased the pool also when we purchased home. This is a pool that was installed by your company. This pool was installed in November 2020. This is actually the 3rd summer this pool is used. I’m sure if others knew this pool actually does not bring your home value because if home is sold warranty is voided. This is an immovable big investment that could not be taking with owner of home. If my house comes with a warranty  when purchased or sold and is all transferable.  why should someone install a 80,000 pool knowing they can’t sell home because a 3 year old pool will no longer have a warranty and a potential buyer may not purchase? Once again we have a hole in pool because your plaster gunite person did this work. I pay taxes on this pool and I also purchased this pool it did not come for free. I will not accept that your company in reliable with some nonsense that it’s the chemicals used that caused this. Well we get our water tested and continued to use same chemicals that owner used plus every other gunite pool owner. This is not a vinyl pool nor plastic pool. We actually have same equipment that you also installed pool with. I have a huge problem with companies that do shady business. Basically your contracting contractors that you will stand behind their work. Apparently know one has faced this problem because most people do not put new pool and sale home. So this is probably something that everyone should know about with investing in a pool. 
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 06/15/2023

  Once again our company as stated in the contract provides a one year warranty. After that the manufacturer warranty goes into effect. That said warranty is non transferable as stated in their warranty policy. Also after speaking with the previous owner, you purchased this house as is, with no warranty as stated on the bill of sale.