Complaints

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:09/06/2024

  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 reached out to Sunrise Pool January of this year regarding necessary repairs, but nothing has been done to address the issues. Despite my countless calls, the following problems with the pool remain unresolved:
  
  1. Two out of six spa jets are faulty.
  2. The pool isn’t producing chlorine, possibly due to a burnt cord or a malfunctioning salt board.
  3. The salt board was installed with mud.
  4. The pool cover anchors are not fully installed, which poses a significant safety issue.
  5. The pool heater is not working.
  
  We haven’t been able to use the pool since its completion last September. Every professional who has inspected it agrees that the builder must correct these issues, as many things were not done correctly. It’s time to take serious action to ensure the pool is fixed. After spending a considerable amount of money, it’s unacceptable that the pool remains unusable.
  
  Sunrise has not taken any action to resolve our issues and has given us the run around We are especially concerned because our warranty is about to expire.

  Business Response

  Date: 09/30/2024

  Dr.
  **********:
  
  We
  acknowledge receipt of your correspondence.
  
  Your
  patience throughout this process is appreciated.
  
  Our
  project associate previously communicated with you and your spouse via
  telephone to discuss your concerns. As noted, your assigned service repair
  technician conducted a site visit in June, during which they evaluated the
  conditions in question. At that time, the service repair technician addressed
  the concerns within the scope of their authority and advised you that a
  replacement salt board had been ordered. It was further communicated that the delivery
  of this order might require a period of delay due to availability.
  
  Upon
  completion of the construction of your pool, our staff advised you on multiple
  occasions of the necessity of regular and ongoing maintenance of your swimming
  pool to ensure the proper functionality of the pool and its related equipment.
  This requirement was reiterated by the service repair technician during their
  visit, during which they expressly conveyed concerns regarding certain factors
  that could potentially impair the pool’s operation.
  
  Furthermore,
  our project associate has had several discussions with the pool cover installer
  in relation to the installation of your pool cover anchors, during which they
  raised additional concerns about the manner in which your pool has been
  maintained. Nonetheless, the pool anchors have been installed and the pool
  cover installation is completed.
  
  Please
  be advised that the aforementioned maintenance obligations fall within your
  purview as the pool owner, and any delays in addressing such maintenance may
  adversely affect the overall performance of the pool equipment. 
  
  The
  following address the specific concerns you have raised: 
  
  1. With
  regard to the faulty spa jets (two out of six), the service repair technician
  and the pool cover installer have previously demonstrated the proper method for
  securing the spa jets. This procedure involves aligning and locking the two
  tabs into position with a half-turn mechanism to ensure the correct water flow.
  Failure to fully engage and lock the tabs will result in improper functioning
  of the jets, as they will not produce the expected water flow absent proper
  installation. Accordingly, the proper alignment and locking of the jets is
  essential for their intended operation and is the responsibility of the pool
  owner as part of the maintenance of the pool.
  
  2.
  Regarding the issue of chlorine production failure, you indicated that the pool
  is not producing chlorine, which may be attributable to either a damaged cord
  or a malfunctioning salt board. For further clarification and a more detailed
  response, please refer to Point 3 below, which addresses the status and
  handling of the salt board replacement.
  
  3.
  Regarding the salt board installation, as previously communicated, as a
  courtesy, a new salt board has been ordered. Upon arrival of the new salt board,
  although your salt system is fully functioning, a service technician will
  install the new salt board.
  
  4.
  Regarding the installation of the pool cover anchors, this process has been
  completed as noted above.
  
  5. With
  respect to the pool heater malfunction, it has previously been communicated by the
  service repair technician the critical importance of maintaining clean skimmer
  baskets, pump baskets, and filters to ensure the proper operation of the pool
  equipment. Additionally, insufficient water levels have been identified as a
  contributing factor to the heater’s failure. The water level must reach at
  least halfway up the waterline tile; failure to maintain this level will result
  in improper equipment function. If the pool heater displays a “low flow” or “no
  flow” error code, this is indicative of an issue with water flow, which must be
  addressed. Furthermore, insufficient propane levels may also impede the
  heater’s ability to function. The proper maintenance of these elements is
  imperative for the optimal performance of the heater, and it is the
  responsibility of the pool owner to ensure that these maintenance tasks are
  carried out diligently. Failure to uphold these responsibilities may adversely
  affect the functionality and longevity of the heating system.
  
  In
  summary, it is essential to emphasize that regular and ongoing maintenance of
  the pool is critical to ensuring the proper functioning of your equipment. Accordingly,
  we recommend that you consider retaining the services of a professional pool
  maintenance company to ensure the continued enjoyment and optimal operation of your
  pool.
  
  Should
  you already have a pool service provider, it may be prudent to evaluate their
  performance to ensure they are adequately fulfilling their contractual and
  operational obligations.
  
  We
  appreciate your cooperation in this matter.
  
  Sincerely, 
  Operations
  Department
  Sunrise
  Premiere Pool Builders 
  (410)
  349-3852

  Customer Answer

  Date: 10/02/2024

  
  I am rejecting this response because:
  
  
  

  Hello,
  
  Thank you for getting back to me. I also appreciate the involvement of the Better Business Bureau, as it wasn’t until we filed a complaint that Sunrise made it a priority to install the pool anchors we had already paid for. It took over a year after the pool was completed, despite numerous calls to Sunrise’s office. This reflects extremely poor customer service, and it's not the way customers should be treated.
  
  To clarify, we have a regular pool maintenance company that takes care of our pool, and they have raised concerns about the quality of Sunrise’s customer service. It seems easier to place blame on the customer than to take responsibility for errors. We also sought a second opinion, and they confirmed that the pool maintenance isn’t the issue; rather, some equipment installed by Sunrise was improperly set up.
  
  Regarding the jets, your technician, Dan Silva, stated that they were improperly installed by Sunrise. He tried to fix them, but the repair was not sustainable.
  
  As for the salt board, what was supposed to be new equipment was installed with mud, which should not have happened. Jandy, the equipment supplier, reviewed the photos and communicated with a technician who saw the installed salt board and confirmed that the salt board should never have been installed in that condition. This clearly shows a lack of oversight from Sunrise. Despite numerous calls and emails to have this issue addressed, we’ve received no response. The pool has not produced chlorine since its completion, and every technician who has inspected it says the problem is with the salt board, which should not have been installed with mud. Sunrise has acknowledged this was their mistake, yet more than a year has passed with no resolution.
  
  Both the pool heater and salt board are under warranty with Jandy, the manufacturer. We contacted Jandy, and they confirmed they have the equipments in stock. Jandy confirmed that Sunrise hasn’t even placed an order for the salt board, which is in stock and takes only 3-5 days to ship. For over a year, Sunrise has ignored the need to replace the salt board.
  
  This entire experience has been extremely frustrating, and I regret hiring Sunrise to build my pool. Instead of accepting responsibility and taking the necessary steps to correct these issues, Sunrise has made false claims and tried to shift the blame onto us.
  
  Moving forward, I expect the following actions:
  1. Replace the salt board and ensure the pool starts producing chlorine.
  2. Correct the installation of the jets, which your own technician has confirmed were improperly installed.
  3. Address the issue with the pool heater.
  
  Thank you for your attention to these matters.
  
  Sincerely,  

  *** ******* ********** 
  
  

  Business Response

  Date: 10/04/2024

  Dr. **********,
  
  We acknowledge receipt of your correspondence.

  You mention that your cover was installed after the
  complaint was submitted. However, the installation was scheduled as soon as the
  service repair technician procured the drill needed for your Travertine decking
  work. Our project associate replied to your email detailing your concerns on
  September 5, 2024, and in that response, addressed issues described in our last
  response, dated September 30, 2024, in which we confirm that the installation had
  been successfully completed.
  
  Our office consulted with the Jandy’s certified
  technician, who informed us that he demonstrated how to properly reinsert and
  secure the jets during their visit. Additionally, the pool cover installer also
  provided you with guidance on this process during his installation work. This
  is all that is required to ensure the jets are fitted back into place
  correctly. Please note that Jandy’s technicians operate
  independently and do not report directly to Sunrise. Therefore, we are unable
  to provide specific details regarding the timing of the delivery of the salt
  board. The jets are removed at the time of closing, and they have to be reinserted
  upon opening.  We suggest that you speak
  with your service company about how the jets are dislodged on a regular basis.

  
  During the construction of your pool, all equipment used
  is brand new and still in their original packaging. Sunrise exclusively
  utilizes new equipment for every installation. We are unaware of how the cover
  was removed from your salt cell, resulting in mud entering the unit. The mud
  was a complaint that you raised this year. This issue may have arisen during
  the installation of your retaining wall and the correction to your decks, when
  the contractor you hired possibly tampered with the plumbing connected to the
  equipment. At that time, we were informed that water and mud had been sprayed
  across that area.
  
  Your pool heater is functioning properly. However, it’s
  important to note that the heater may experience issues if the filters, along
  with other equipment, are not properly maintained. Maintaining these components
  is essential for ensuring proper water flow through the heater. Sunrise
  technicians, Jandy technicians, and the cover installer have all emphasized the
  importance of regular maintenance.
  
  Videos and photos on file suggest your pool has not been
  adequately maintained. We have previously recommended you hire a service
  company to assist with this issue. If you are currently using a service, it may
  be worthwhile evaluating their effectiveness, as all experts’ observations
  indicate that your pool’s condition reflects a lack of proper care.
  
  At this time, we believe there are no outstanding issues for Sunrise
  to address. If you have any questions, please contact our office at (410) 349-3852.
  
  We appreciate your cooperation in this matter.
  
  Sincerely,
  Operations Department
  Sunrise Premiere Pool Builders
  (410) 349-3852

  Customer Answer

  Date: 10/09/2024

  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* **********

   

  I honestly don't understand the point you're trying to make here. Are you saying that someone put mud in the salt board installed by your contractor? Everyone who came out and saw the mud in the salt board says it was already there before installation. I need Sunrise to come and install a new salt board. I’m prepared to take this as far as needed, and you’ll have to prove that the mud in the installed salt board was caused by the building contractor. That explanation doesn’t even make sense. Instead of taking responsibility and addressing the issue, you’re avoiding it. I will pursue this to the fullest extent.
  

  I don't want to keep going back and forth with Sunrise on this issue, and I'm done listening to their excuses. Either they agree to come and fix what needs to be fixed, or they admit they won’t fix something that is clearly their fault. Every professional who has seen the pool confirms that the mistake is on Sunrise's end. 
  
  Please have them respond with a clear answer: either they will come and replace the salt board, or they will refuse to do so. We've been waiting over a year for this replacement, and Jandy has confirmed the part is in stock, but Sunrise hasn’t even placed an order. It’s obvious the explanations we’ve been given are lies.
  
  I need a straightforward response—either you’re coming to fix it or you’re not. I’m prepared to take this as far as necessary. I won’t let anyone take my hard-earned money and try to feed me excuses.
  

  Thanks 

• Initial Complaint

  Date:02/15/2023

  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.

  We contracted with Sunrise to build our pool and all monies owed to Sunrise and contractors have been paid in full. The pool was plastered and filled on August 8, 2022. A representative (Jason) from the company arrived on August 9, 2022 and I advised him of the indentation on the love seat as well as rust looking stains and rust looking marks on the steps. He advised all could be brushed out. I knew this was false and continued to remind him every time he came out to the property (once to look at the timer, another to fix the timer and another to show us how to add salt). On September 14, 2022, I sent 3 emails addressing them to Diane (one containing our items needing repair and 2 showing images). On September 16, 2022, we received a response indicating they were sending someone out to look at the damages. Again, these damages were already pointed out to Jason in August 2022. Jason arrived on or around September 19, 2022, and advised that the pool would need to be replastered in some sections and that it could occur in Winter 2022, Spring 2023 or Winter 2023. I did not receive any follow-up to that September 19th meeting. On October 20, 2022, I sent a follow-up email to Diane and expressed that replastering in Winter 2023 was utterly unacceptable. I have yet to receive a reply. It should also be noted that replastering in Winter 2023 would push us out of the warranty period. We are seeking to have the damages (referenced in the September email) fixed so that we may fully enjoy our pool. Attached are 4 emails. Kindly note two emails are labeled 2 of 3 one of which is the October 2022 follow-up email.

  Business Response

  Date: 02/22/2023

  Hi Mrs. ******,

  We did respond to the last email.  I also attached a copy of that response to you, on Nov 9, 2022.  As stated in the email. The plaster company will not plaster or do repairs in the winter.

  We have a ticket to have them come out once your pool is opened, so they can take a look and see what repairs need to be done.

  The plaster crew should be back by Mid April.

   

  Thank you