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Business Profile

Pool Contractors

Sunrise Pools, Inc.
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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  • Initial Complaint

    Date:07/26/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 went under contract on Oct 2023 to start installation. If I griund fiberglass pool in April. We are now 3 months into the project and it is still not complete, our pool pump does not work, and we are receiving calls from subcontractors that work is not being done because ********* ***** is not paying them. We paid our project as per the timeline in our contract yet we have no work being done, and no completion date.

    Business Response

    Date: 08/09/2024

    The contract for this project was signed in October but as stated work did not commence until April 30th per the customers request and funding needs. This project has undergone delays and we as a company at Sunrise Pools take complete ownership for that but completion is the first thing we want done as soon as this storm front passes the area. 
          The pump issues have been taken care of due to manufacturing defect that has since been changed out thanks to the great work from *************. All components are operating as they should and once the weather conditions are optimal for concrete this project will be completed and that should be next week so we continue to deliver as promised a project that our customers are happy with and can enjoy for years to come. We hate that this week has put more unexpected delays on the project but with the storm front (Tropical ***** *****) we are currently enduring as well as the record setting rainfall for ** has made project completion even more difficult. Sub-contractors and their requests as well as timeframe also impact project costs and we strive to be able to deliver the most for your money while maintaining an already extended schedule which translates into changes in whom we trust to keep projects on budget. 
            Completion of this project is our highest priority as to have yet another happy customer. Delays are frustrating for both parties and understand the financial burden taken on by clients with such a project which is why we stand by our promises and look forward to you swimming as a family and enjoying the finished product soon.

    Customer Answer

    Date: 08/17/2024

     
    Complaint: 22046183

    I am rejecting this response because:

    As you can also see the condition of our pool. The pump was fixed but the pool never cleaned so it had only gotten worse with algae growth as well as big breeding ground!! The pump has actually ceased to work.again. Likely d/t the fact that the pool is overcome with algae and god knows whatever else. We were also instructed to cease communication essentially by ********* while we are just to wait and see what the new sub contractor does with OUR project. Again, the weather has had no bearing on the amount of time it has taken to complete this project. We have had ti look at this mess for almost 4 months and it is beyond just a hazard. There is Serious potential for injury amongst other things. 
    There have been WEEKS of ZERO work being completed. 

    Sincerely,

    ******* *******

    Business Response

    Date: 01/15/2025

    Pool has been cleaned and operating. Project completion is close. We are waiting to finish project on the week of January 20th. Thank you

Sunrise Pools, Inc. is BBB Accredited.

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