Complaints

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

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  Peninsula Pools & Spas LLC

  Salisbury, MD 21801

  
• 

  Peninsula Pools & Spas LLC

  PO Box 35 Allen, MD 21810-0035

  

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:06/10/2025

  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.

  I do NOT recommend this company. Too many things had to be redone; the coping was not level and a section had to be torn out and redone. The pool equipment plumbing was installed wrong and needed to be redone. We failed electrical inspection and that had to be redone. Also, a gas line sleeve installed by my plumber was damaged at some point during the project. I cannot prove who damaged the sleeve, but that is not the important part of the story: The concrete sub-contractor hired by Peninsula Pools and Spas took a picture of the damaged sleeve then poured concrete over it. This caused our original plan for a gas line to come up through concrete decking have to be done differently (and cost me money to fix.) Any ethical contractor would have informed the homeowner of the damage instead of snapping a pic to cover themselves down the road. The premium salt cell generator was 2 years old and inoperable upon being installed by Peninsula Pools and Spas. I find it questionable that ***** is a premium brand but that is what box was checked on my contract. Regardless, this homeowner followed up with the vendor to get a replacement module sent and installed the new module himself because Peninsula Pools and Spas couldnt be bothered to do this. The caulking work promised to be done by Peninsula Pools and Spas was done by me = at my time and at my expense. Lastly, the natural gas o****** installed in the pool heater by Peninsula Pools and Spas was the wrong size, which rendered the heater to be inoperable for a period of time. It took weeks to get a new one. Meanwhile, our pool was finished but too cold to use. Eventually the part arrived and the part was installed by me because Peninsula Pools and Spas couldnt be bothered to fix their error. This was the worst contractor experience I have ever had in my life. They are too disorganized and arent communicative whatsoever. If you like shoddy workmanship and doing their work for them, then by all means, hire this company.

  Business Response

  Date: 06/10/2025

  Customer Bills contract attached. Electrical & gas hook up is not Peninsula Pools & Spas responsibility.

   As customer stated, he isnt sure who broke the gas line. Its not PPAS responsibility to inspect others work, as its customer Bills responsibility to confirm the work of his hired electrical contractor and gas contractor has completed their jobs correctly; broken gas line & failed electrical bond. If he is unsure of their work, its not our responsibility as its not within our contract. 
  

  Per our contract within the terms/conditions, that customer **** signed acknowledging he has read, line items 3, 7, 8, 11, 16 & 23.
  
  All covering/confirming PPAS is not responsible for electrical/gas or any additional charges. Also, covers material delays such as parts and customer will not hold harmless of contractor. 
  

  Last paragraph within our contract states any change orders/add ons are not contract binding unless it is in writing and signed by the customer and the contractor which we did not have in our contract in regards to the caulk. 
  

  Customer Bill project is 100% complete and operational. When issues arise, edit they do on every project, they were addressed and addressed to customer satisfaction. Customer did not pay his final invoice until everything was to his satisfaction. 
  

  Please see picture of completed project. 

  Business Response

  Date: 06/12/2025

  Contract attached. Were not responsible for electrical, gas utility nor is caulk service in the contract. Please refer to the terms and conditions which covers us for any and all of this customers complaints. 
  
  customer has a fully operational pool completed to their satisfaction as all issues throughout project were addressed and corrected. Customer did not pay final invoice until all was resolved.

  Customer Answer

  Date: 06/12/2025

  None of their latest response addressed the breach of contract document I just submitted. My latest file specifically spoke to the salt system and heater (and project management, which I agree is a nebulous concept.)
  
  Their reply was about electrical, gas, and caulk. That has absolutely NOTHING to do with the heater and salt system and the time/money I spent resolving. 
  Does supplying a defective salt system and installing heater with the wrong part absolve them their of contractual responsibility for these items?  
  
  

  Customer Answer

  Date: 06/12/2025

  *** response does NOT address any of the issues raised by my file submitted this morning.  

  Business Response

  Date: 06/12/2025

  Did the parts arrive to the customer? Yes they did.

  did the customer install 1-2 days after receiving them on his own free will because they couldnt wait for the weather to cooperate? Customer installed which does affect their warranty I may add. 
  

  We were scheduled 3 business days later as we the weather was raining and were in the midst of another project by customer decided to install. 

  is the heater and salt cell both operational and working as it should? Yes they are. 
  

  there is no further issue here as again, customer didnt not pay his final balance of $800 until he was satisfied and project was fully operational. 
  

  have a blessed day. Take care

  Customer Answer

  Date: 06/12/2025

  The Contractor once again did not address any of the Customer's concerns about being forced to hire his own contractors to troubleshoot the non-operational items supplied by the Contractor. Both the heater and the salt system are listed explicitly the contract and Contractor should own both 100%. There is a reason the Contractor is not answering this line of questioning. Did the Contractor ever send any PPS personnel or any sub-contractors to my house to investigate either the heater or salt system, both of which, the Contractor admitted needed fixing/replacing in his last reply?

  I will continue to demand a refund for both line items, or at the very least, whatever cost is associated with the Customer being forced to execute on this deliverable.  

  Customer Answer

  Date: 06/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: 

  
  The Contractor once again did not address any of the Customer's concerns about being forced to hire his own contractors to troubleshoot the non-operational items supplied by the Contractor. Both the heater and the salt system are listed explicitly the contract and Contractor should own both 100%. There is a reason the Contractor is not answering this line of questioning. Did the Contractor ever send any PPS personnel or any sub-contractors to my house to investigate either the heater or salt system, both of which, the Contractor admitted needed fixing/replacing in his last reply?
  I will continue to demand a refund for both line items, or at the very least, whatever cost is associated with the Customer being forced to execute on this deliverable.  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/09/2024

  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.

  To whom it may concern,On 11/20/24 the owner of **** (***** *********) and I met at my residence to go over areas of damage that occurred during our project. This was to insure nothing would be missed during their 3rd attempt to clean gunite off of our fence, outdoor furniture, gas lanterns & decorative yard art. **** brought a crew out to do the cleaning. The gunite cleaning team brought a chemical cleaner to try and remove the gunite overspray. I read the label of the product (Zep brand ****************** cleaner) the product label clearly stated that it should not be used on the following materials: painted and stained surfaces, aluminum, brass, chrome, copper, and other alkaline sensitive surfaces. I brought this to ******* attention and was told that this particular product is what the crew uses every day and it will be fine. After we went over the areas needing attention ***** and I began discussing next steps during this discussion ***** stated that he had paid my electrician the final balance that I owed him. A contractor that I hired to do the electrical work. I asked ***** "why would you do that" The response I received was "he isn't used to money being held at the end of a project". After the meeting was over I reached out to my electrician to see if ***** had indeed paid our final invoice to the electrician. The electrician was near by and came to our residence to discuss the matter. ******* **** of ********* informed me that ***** did in fact call him and requested that ******* not call in his final inspection and that ***** would pay ******* the remaining balance of our contract with *********. Very unethical business practice on ******* part. Fast forward; the third attempt to clean our property and personal belongings not only failed but caused more damage due to the use of a harsh cleaner that was not meant for the surfaces it was used on. ***** is now claiming he isn't responsible for damages including negligent damages.Ran out of characters...

  Business Response

  Date: 12/09/2024

  Customer claims debris on fence is from gunite. Customer ***** had several other contractors onsite. Claims its from us but could have been from any of the other contractors. Customer ***** had threatened with legal action prior to completion of job and has been complaining since to prevent from paying final invoice. We gave customer ***** $4,500 of free material for his auto cover and additional stone as a courtesy for the fence. Customer ***** stated that would suffice and he would pay the final invoice but now has gone back on his word. Customer ***** signed contract stating he is aware of any and all damages are his responsibility. Can provide as needed. 

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22656777
  
  I am rejecting this response because: At no point was there any agreement written or verbal that the auto cover would suffice for the damages to our fence. Furthermore the damages to our outdoor furniture, gas lanterns, smoker and decretive outdoor artwork are part of this complaint. We did have two other contractors onsite for the project. We had a landscaper remove our paver patio and an electrician. Neither of which used gunite, shotcrete or any cementitious materials. **** does have a clause in the fine print stating they are not responsible for damages but it doesn't relieve PPAS for NEGLIGENT  damages ( buyer beware ) caused by employees drinking alcohol while working on our project ( gunite crew ) or using chemicals on materials not suitable for such harsh chemicals ( cleaning crew ). There is no written change order or addendum agreeing to pay for any stone auto cover lid. I've been sent messages that included an amount of $4,000, a second message that requested $4,250 and now PPAS is claiming $4,500? All three of these dollar amounts have not shown a credit for the aluminum lid that is in the contract.   
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/10/2024

  We arent getting anywhere with this customer. Drunken text at night, legal threats halfway through the project. We do have messages stating we didnt think it was gunite. Contractors were onsite performing demo on the patio, cutting pavers, dust from pavers, polymeric sand could very well have stuck onsite the fence.  We can provide messages of the drunken texts, legal threats as well as our contract. I will provide to any and all customers that would like to see. We are proceeding with a lien on this property.

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22656777
  
  I am rejecting this response because: 

  PPAS will lead you to believe it has done nothing wrong and isn't responsible for negligent damages.  This is a legitimate complaint against PPAS ( Peninsula Pools and ******** ) for negligent damages caused by actions of **** and its alliance partners. Accusations made by **** against me or any client have no relivance on the fact that negligent damages were caused due to actions taken by the contractor. Negligent damages caused by the alliance partners of **** consuming alcohol while undergoing work on our project. I witnessed this in person and brought it to the attention of ****. The response received was quote "What the gunite company does, I have no control over" Its a shame that **** doesn't feel this is an issue. If I were told prior to signing a contract with  ****, the work would be done by workers under the influence, I can assure you that I would not have signed on the dotted line.  As a consumer, I am entitled to my rights and will not be bullied, threatened or otherwise forced to rescind my complaint. As explained to me by legal counsel, If a contractor intends on filing for a lien on a property said entity will contact me prior to granting the lien in which I can show cause for non payment and reasons for the dispute. I would also like to add that the project was never completed. The lid for the automatic pool cover was never installed and we will need to hire another contractor to complete this work. Our attorney informed **** of this non completion of work and the response from **** was " the work has been completed and the clients signed off on it". The lack of follow up and or follow through of completion of a project by the contractor shows lack of care for the client and the word of mouth negative reviews to expect. For the record, Our project has yet been completed and I didn't sign off on it. **** claims there are communications stating the debris on our personal property isn't gunite. Communications or not, If this were true, why would they have attempted to clean the gunite off our personal property three times? I have communications that clearly state PPAS was having multiple crews coming to our residence to clean the gunite off our property. If legal action was mentioned early on, doesn't that say something about how things went from the start of the project?

  
  
  Sincerely,
  
  ***** *******