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Business Profile

Pool Contractors

Coleco Family Pool & Spa Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered pool water to be delivered, about ***** gallons and paid $475. Shortly after the water started being poured, the liner tore and the pool collapsed. The delivery guy turned off the water at that point. My wife and I purchased a new pool online and intended to fill that pool with the water we had purchased with Coleco. Our calls were not returned. When we called, we always spoke to ******, and she said the message was passed to *******************************, the owner. We were told he'd call personally regarding our purchase. He never did. I popped into the showroom hoping to speak with him, or get a resolution. ****** said she was going to pass the message one more time and that was IT. She told me to "leave the premises and stop being threatening" (I was not being threatening, my daughter was present and can attest). Long story short, I purchased a product, and haven't received it. I would like to be reimbursed or have the water delivered.

    Business Response

    Date: 08/06/2024

    This is a response to the above-mentioned complaint from customer, *****************************. He and his wife, *****, requested a water delivery on 7/1/24.

    On 7/8/24, the day of service, our water delivery personnel went to the water district and filled the entire tanker (which we pay the ***************************** for by the truckload, not gallons of water which was discussed at time of order placement. We do not offer partial loads). He proceeded to the address, unloaded and rolled out hoses, and started the water. The liner had pulled away and subsequently the whole pool collapsed. Our driver shut off the valve to stop any remaining water going to the pool. He then had to roll up all hoses and equipment before returning to the shop. The emptying of the water is only about a 20-minute process. The entire delivery process is at 3-hour, minimum, depending upon location.

    *****, the owner, went to the residence within an hour and we did not charge for this service. He talked with **** directly and told him, as unfortunate as it was, that it was a blessing no one was in or around the pool when the sides gave way. It was a matter of time before it would have happened, and this was a dangerous situation.

    At this point there were multiple correspondences with both **** and ******. A $100 store credit was offered and refused. Multiple threats and demands were made by both **** and ***** and a solution could not be made. We explained multiple times the cost of the water, labor, gas, and time/maintenance of having a large vehicle road ready. Our driver is not there to inspect the condition of the pool, simply to deliver the water. We are not responsible if a pool is in a compromised condition.

    In summary, we tried to come to a reasonable solution, but they did not understand the whole process of the water delivery and the cost the company accrues with that. The $100.00 credit was refused.


    If you have any questions, you can reach us at ************** and thank you for your time,


    Coleco Family Pool and Spa Center

    Customer Answer

    Date: 08/27/2024

    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. 

    See attached

     

     

Coleco Family Pool & Spa Center is NOT a BBB Accredited Business.

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