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 ComplaintThe 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:06/15/2024
Type: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 paid for our pool to be installed, and the ladder was installed incorrectly, causing the ladder to break and tear the liner.
Business Response
Date: 08/01/2024
To whom it may concern:
As shown by the attached invoice, *********************************** purchased a pool from Paradise Pools and Spas in **********, ** on 2/14/2022. We are a retail sales center and do not provide installation services of any type. The customer contracted directly with a pool installer who we assume would have installed the liner in 2022. Ladders are not installed in the pool until it is mostly full of water because the ladder needs support. Installers do not generally install ladders because they do not wait many hours or days for a pool to fill up. Again, we are ONLY a retail sales center who sold the pool and accessories to the Hinckley family. Any issues with installation would have to be addressed directly with the installer. If they want to purchase a new liner from Paradise Pools and Spas, they will receive a discount on the retail price, and we can recommend a company to install the new liner.
Sincerely,
***********************
Paradise Pools and Spas
*************************
********************
************
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