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:06/24/2025

  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 have not ever had anyone work on my pool. I was hit by the tornado and had them to work on my pool. That was on June 17, 2025. Today, June 24, they were supposed to clean it. He started telling me how to do it. He wouldn&#**;t guarantee the clarity. I told him I told my grandson that the pool would be ready. I bought $1** worth of chemicals but they would not use them. He said he would use them but they would not guarantee it. I still had to do it myself. They were to bill me. I would like for them to come clean this pool.

  

  Business Response

  Date: 06/24/2025

  To Whom it ***************************** is having trouble with the internet connection.  I would like to respond to the client, but not sure if this will 

  go through, so I am attempting to at least let the BBB know that we have an IT tech that is scheduled to be here 06/24/25.

  If you are able to see this, I wanted to let you know that the owner and or the tech plan to reply to the customer, but will

  wait until our internet is up and running correctly.  Thank you for your time.  

  

  Business Response

  Date: 06/26/2025

  I am attempting to reply to the consumer, however I am not seeing an area for that.

  In this situation, the optimal results is to open the pool a bit earlier in the season.  The client did schedule a bit late (maybe due to the tornado).  However the pool was in need of more time than normal, as algae and debris were extremely prominent.  This causes a delay in getting quick results in cleaning when dealing with so much debris and algae.  Our technician brought our chemicals, that are formulated for our testing method, which he had used to identify what the pool was in need of.  The client informed our tech that she had purchased some chemicals from another source, and since we don't know the contents or potency of other's chemicals, it would be nearly impossible to guarantee the outcome.  We would have loved to get the client quicker and better results, however due to all the circumstances it delayed the process.  We did a first trip at the clients request in early June and the pool was not opened at the time.  So we did write off the cost of her invoice for that trip.  The client did schedule us to come "Open" her pool, which we did and added chemicals at that time.  She has yet to pay for the "opening" or chemicals added at opening, and we again went out one other time 6/24/25 for a "pool service" which included adding additional chemicals and other tasks due for a "pool service and cleaning".  She now has some outstanding invoices which would need to be cleared up.  Pleasure Pools is hoping for the best outcome for all concerned.

• Initial Complaint

  Date:08/24/2023

  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.

  We hired Pleasure pools, now Neosho pools and spa, ( they merged) to changed the depth of our pool, off the back wall, add the acapulco deck and run the necessary lines to a new pool system.
  Fix the broken lights and in general refurbish the pool. Within the first year the plaster started cracking and soon there were cracks everywhere, The plaster was popping off and we called. *** *** ******* came out and said they would buff it out it was not a big deal. They tried. I thought that I was scheduled for a re plaster job in April. They sent their crew here to close the pool. They put the antifreeze in the skimmers and put all the plugs in put the cover on. Pool closed for the season. I called in April, No, They did not have me on the schedule and could in fact not open my pool until May. They opened my pool, we talked about the plaster again. I wanted to wait to replaster it until fall as I would lose a whole summer of swimming. They wanted to replaster in June or sometime in July. About a week after the pool was opened, I realized that I could not keep water in the pool. They sent every person, about once a week and they would tell me this or that. ****** finally came out with scuba gear and determined it was all the returns that had broken and were leaking. At his suggestion, I plugged the returns and used the acapulco fountains as my only return,. It was still leaking water. I had a 1400.00 water bill. About July 11th, I just stopped putting water in it. They kept looking for leaks. No solution. I called *** over and over. Multiple messages to Jeremey. Nothing. I called several pool companies and the result of their inspection. All lines were broken. The lines under the acapulco deck were never put in right. And that is where the truth starts coming out. I am out of words but. Everything from the plaster to the deck all lines and everything is being replaced now. A different pool company obviously,. I asked them for insurance.l

  

  Business Response

  Date: 08/30/2023

  Pleasure Pools has endeavored to please every customer with the best product and workmanship possible.  We strive to address any problems that arise in a timely manner.  As per the customer's request, we had this project on the schedule for the Fall of 2023. In the Spring of 2023, when we opened the pool, it was determined that the pool had developed a leak, over the winter. The customer then wanted to move the repair up on our schedule, however we were unable to make that happen.  Bob received an email from the customer on August 15, 2023, however before Pleasure Pools was able to address her issues, we were notified that the client had another pool company to begin demo.  At that point we were not able to address the issues.  Pleasure Pools has been in business since 2006, and in 17 years we have done the best we could to please each of the 700 + clients.  It is with our regret that we could not complete this project to 100% customer satisfaction. 

  Customer Answer

  Date: 08/31/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I have asked them to turn it over to their liability insurance and they have not.  They say their insurance does not cover it, if they don't do the work.  I would like to speak with their insurance and file a claim. 
  
  
  
  
  
  Sincerely,
  
  
  
  **** *******