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Business Profile

Pool Contractors

K & B Pools & Spas, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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 type

  • Initial Complaint

    Date:05/02/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 purchased a Hayward pool heater from K&B Pools in May of 2024. Before our purchase we asked, ***** ********, the owner, if her owner did the install and she told us yeswhich we have in a text message. After we signed our contract and the ****** arrived we were informed that they would place it on a concrete slab and connect the plumbing but they do not carry the license to do any electrical work or pull permits. This was deceitful on K&Bit took us until March of ***************************************************************** our area to wire our heater. Once it was wired and our propane company connected the lines, we started the heater on April ******. It immediately began to jump, vibrate and smoke! We called our electrician and he contacted K&Bpools immediately for us.***** ******** texted my husband on April ****** and said shed be out that afternoonshe never showed up.April ****** after waiting all day, she texted at 3:00 pm to say shed would not be out that day. We asked to be put on the schedule for the upcoming week and she replied of course. K&B pools never contacted us that week.April 10th my husband went into the store and spoke with a store employee and was told ***** would call us ****. We never heard from her.April 16th we texted her again telling herthis heater is under warranty and she said she was going to try to come out tomorrow. She never showed,called or texted. We took the day off.April ******* was our last text to her and we told her we had spent ******* on a pool heater that does not, has not and never has worked since weve owned it and she did not respond.On April ******* we went back to the store to request K&B pick up the heater since it is still under warranty and refund us our money. The employee told us we could tell her our problem untiluntil we are blue in the face but she cant do anything and she would relay the message to *****. As of today we have not heard from ***** She is trying to let the warranty expire

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