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:07/19/2024

  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.

  We hired Pool Builders of Maine to install a pool. They did last summer which we were never able to use due to length of time sub contractors took to build patio. We hired them to shut down poolin the fall and re-open this spring. When they opened pool up, they told me heater was broken, but under warranty so don't worry. We waited patiently and then called and emailed and then they told us that there is nothing they can do and stopped returning my calls and text messages. I paid for a brand new pool heater that has never worked.

  Business Response

  Date: 07/23/2024

  On 4/16124 our service tech went to open complainants' pool.  The technician noticed damage to the pool heater and ordered a new board for the heater and updated the controls due to damage from mice.  May 3, 2024, we changed out the new heater parts and informed customer the heater would still not work and had even more damage from the mice.  We tried to get the parts covered under warranty several times however, it was not a warranty issue as damage due to mice is not something covered under warranty.   We spoke on 6/25/24 extensively, explaining that we have tried again, and the issue remains the same, they do not warranty items that are damaged to mice.  I also explained that the complaint may want to consider having a pest control company come out.   6/26/24 we spoke again regarding the same problems and on 7/19/24 there was email correspondences with the complainant, giving him the names and phone numbers of where we got the heater from and the manufacturer so he could have that information as well. The issue remains the same, mice damage, or any rodent damage is just not covered under warranty.

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  Dear BBB, 

  The reason i'm not satisfied is that I feel that i've been given the run around.  There are no new parts that I know that have been installed in heater to fix it.  Also, they claim there is a panel that was sent to them from distributor that i haven't seen.  How did they get a panel replacement if distributor if no warranty.  They also claimed that mice aren't an issue in Maine. I've called several well known pool builders and service companies locally and they all said that they make sure that they protect against mice with any of their clients and that it is a common problem in Maine.  I hired them to close my pool and open it and the fact that they didn't protect against mice or even warn me is negligent.  I'd like for them to stand by their product and service and fix the problem.  ***

  
  FAQ
  
  Regards,

  ***

   

   

  Business Response

  Date: 08/01/2024

  The control panel that was replaced had nothing to do with a warranty.  It was a part that was upgraded so they sent it to us free of charge to change out for the claimant to see if that would make the heater would work.   The damage to the heater from the mice was so extensive that it did not work and will not be covered under warranty as we have explained several times.  Please refer to your contact as nowhere on that does it state that we cover rodent damage or do pest control.  We are a pool installation company not a pest control company.