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:06/07/2023

  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.

  Cc pools came to open our pool today. They didn't power wash, they didn't put the ladder or hand rails in the pool, and they didn't put the winter cover in the bag. All of which they claim they do. Everything was right next to the pool as I will put a picture of as well, but when I called, she said it was because the stuff was in the shed. The shed door was open and right next to the pool. My mom and nephew were here and said cc pools was here for 20 min tops. She didn't see any chemicals go into the pool, not even chemical bottles with them! My mom and nephew said they didnt power wash, which i have pics to prove. The returns were both facing up, which means there was no movement in the pool until we got home. They should know how to position those. There was also an o ring in the pump basket. They are a rip off!!! They want $316 for taking the cover off and flipping a switch to turn the pump on!! Not to mention...when I called to get answers and tried to work something out...the lady literally hung up on me. I wasn't nasty didn't raise my voice. Only shows u they are shady thieves.

  

  Business Response

  Date: 07/17/2023

   

              In Response to Complaint: ********

                CC Pools calls all customers the day before
  their scheduled opening, to remind the homeowner to have everything needed for
  their pool opening laid out and ready. The customer’s ladder, handrails and
  winter cover bag were not laid out for the service crew. Therefore, they could
  not be installed nor the cover be put away. It is not procedure to go into homeowners’
  sheds or garages to retrieve pool equipment. We also ask for power and water to be turned on. In this particular instance, unfortunately,
  the home owner was not properly prepared for their pool opening.

                 Not only
  did the homeowner not have all their equipment laid out, they did not have
  their power on. Our crew had to go down to the basement multiple times in order
  to get the power on, which is not protocol. Furthermore, the gate to the back
  yard was locked and no key was left for it to be opened. Our service crew went
  above and beyond by lifting the power washer over the gate. Then proceeded to
  spray off the pool deck, add chemicals and start the pump. All which is part of
  an opening.
  

                 The
  customers were not home; however, their mother-in-law was there, but was unable
  to help with these issues. For these reasons, not all pool opening procedures
  were able to be executed. This was due to the lack of preparation by the
  customer. We did speak with the customer in regards to their grievances. During
  that conversation our pool opening procedures were explained as well as, the
  reasons some procedures were unable to be carried out. Our explanation was negatively
  received followed by disgruntled response. Furthermore, CC Pool’s customer
  service is unaware of any call disconnection and apologizes if this unintentionally
  occurred.  

  Customer Answer

  Date: 08/08/2023

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