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Business Profile

Pool Contractors

The Pool Guys

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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:08/23/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    They have my exact phone number on their website. So whenever anyone looks it up on their website, they call me. I don&#**;t know what to do. I have nothing to do with this company. They have 2 different phone numbers where they&#**;re customers can contact them, not me. I can&#**;t even get in there to leave a review or anything. They have blocked me. I need them to delete my number from their website.

  • Initial Complaint

    Date:08/31/2022

    Type:Product Issues
    Status:
    Unanswered
    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 purchased an INGROUND custom sized pool liner from The Pool Guys in May 2021 for $2600. Due to COVID I was told the manufacturer was on back order. I was in the process of purchasing the home and needed the pool to be in good functioning order to pass inspection. In September 2021 the pool guys used a temporary $300 makeshift ABOVE ground liner and stretched it to fit so I could get 3-4 of water in the bottom and get the plumbing to cycle. One guy came after hours in his personal vehicle and did it in the dark with my fiance. I was told to close the pool and the actual fitted liner would be installed in the spring. Spring 2022 came and no liner. I left the wrong liner in because I did not want to damage anything but its coming apart on the sides! Im entering a second winter and cannot properly close my pool! No response from over 20 voicemails to them. I finally drove to the companys location on May 6th 2022 and it was a hair salon! The ladies there told me The Pool Guys had closed. Ive have attempted 3 times to collect my money back through the credit card company but they were unable to help me. I just want my money back! My local small claims court clerk said to contact the BBB first for help. I have attached the receipt I was mailed (I purchased over the phone due to COVID), a letter I wrote to the credit card company, photos of the unfitted liner coming apart now and a screen shot of the liner that I was SUPPOSED to get (obviously not even the same pattern). I dont know what else to try & do. Its been 2 *******/2winters and I want this refunded to I can buy from someone else!

The Pool Guys is NOT a BBB Accredited Business.

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