Complaints

This profile includes complaints for Rising Sun Pools, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Rising Sun Pools, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Rising Sun Pools, Inc.

  5608 Hillsborough St Raleigh, NC 27606-1533

  
• 

  Rising Sun Pools, Inc.

  126 Shenstone Ln Garner, NC 27529-6902

  
• 

  Rising Sun Pools, Inc.

  6250 Plantation Center Dr Ste S101 Raleigh, NC 27616-5181

  

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:10/12/2022

  Type:Delivery 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.

  Complaint: ********
  

  
  I am rejecting this response because:
  
  The 10-12 week expectation was never communicated to me but we even several weeks past that. When trying to get me to sign for the pool everyone I talked to said 6-8 weeks. I even made mention of my son and having to explain to him if the pool was not ready. My pool was not completed until 10/27, 16 weeks later. I reached out to **** several times during the process most times with no response. The communication throughout the entire process was lacking. There were several weeks where nothing was done and I was not informed of needing to order a liner that would take several weeks to come in. I spoke with **** yesterday and he was the rudest person ever. He downplayed all of my concerns even regarding the pool not passing the electrical inspection and interrupted me to tell me how unimportant a concern was several times. When asked about compensation he scoffed and said that because I did not have a heater I would not have been able to use the pool either way(I asked about a heater several times throughout process and no one followed up). If they took the same amount of concern to make sure someone’s pool building process went well as they took to refute someone’s complaint this process would have been a lot smoother. I feel as though I should be compensated for the extended amount of time it took to finish my pool as well as the terrible communication rising sun pools has.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 11/09/2022

  The homeowners project is complete. We do NOT guarantee installation times due to the outdoors and weather related nature of our business. 6-8 weeks is ideal but 10-12 is the normal installation time anticipating normal delays. Our project manager communicated with the homeowner a few weeks in advance of the complaint and told her he would follow up in a few weeks and that timeframe was met. Everything we have on this project is that is it completed, resolved and the homeowner has everything they contracted for.  

• Initial Complaint

  Date:09/28/2022

  Type:Billing 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.

  This company opened and maintained our pool. Every 2 weeks they arrived and said the pool needed more cleaning and they would come a few days later to fix it. They charged each time to clean the pool. The pool was never cleaned where it was swimmable. Instead they charged more fees and transportation fees to come out and work on it. We never signed for these extra days. They just did it and said for sure we could swim in it the next time. They took over 4 months after i called and cancelled with them and closed my account to then come up with another bill. This is the latest bill. After i cancelled!

  

  Business Response

  Date: 09/28/2022

  We have spoken to the homeowner and issued a partial credit - he called at 3pm yesterday and were going to call him back once we could pull all the paperwork but did not have the chance to do that before the complaint was made. However we spoke today and the matter has been resolved. 

  details: The pool was clear from 5/16 until his next monthly visit om 6/16 which were asked by him to reschedule. He had signed up for monthly maintenance and we had to get the pool clean after we opened it, which per his contract does require additional visits that are billed outside of the routine maintenance charges. Unfortunately he lost power and the pool turned green in the interim of our last visit on 5/16 and our next visit on 7/2.. Our first visit was 5/6 and our last visit was 7/2, we opened the pool 5/2 and only made 4 visits that he was billed for, that was to get the pool clean and to do the routine maintenance. I am not sure what the 4 months or every 2 weeks is regarding but either way we have both agreed to a resolution and the matter is resolved.  I appreciated his willingness to remove the reviews he posted and to work with me on a resolution. 

• Initial Complaint

  Date:08/30/2022

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ******   I will be sending more documents. The response from Rising Sun is so untrue and false. Also the information about the installer is so incorrect !!I will be in touch tommorrow  when I am not at work  Thank you ******* ***** rgumentive and waiting for owner to get back from vacation with no regard for dangerous situation. If pool wall fails it can result in severe injury death and damage to personal
  Property to my property or neighbors property with 10,000 gallons of water exiting . I explained to pool company urgency but yet no concern nor do they care at this point I gave contacted numerous pool companies and pool installers and waiting fir someone to help me

  

  Business Response

  Date: 09/12/2022

  She bought a liner from us in March 2022, she signed the attached installation sheet, I highlighted the most important items: that we are not responsible for the installation, that we are NOT paid for the installation, and she stated the pool did not have rust. We sold her a liner, when the installer went to install it they discovered the wall was rusted through. At that point we recommended she replace the ENTIRE pool, due to the fact it was 21 years old and parts were no longer available. The wall was the only available component. Attached is the quote for the new pool, where we were going to credit her back for the liner that was a special order as a courtesy. Also attached is the wall quote with the highlighted statements about how we could NOT guarantee that more parts or work wouldn’t be needed. I included the email we sent her regarding our recommendations below.  Once the wall was ordered we had her sign the form, also attached,  she filled out in order to hire an independent subcontractor for the wall/liner and other equipment replacement.  This form specifically states that Rising Sun pools is not responsible for the installation, and even though we are not obligated to we were trying to help her by requesting the installer go out to her house to address the issue the day she made the complaint against us.  When I received the complaint I called her immediately and told her that the installer would not be coming out until we could speak with her. I left her a voicemail to call me and she never called me back. I just found out she actually emailed **** on Friday and asked about the repair, **** had arranged for **** to go out to her house this Thursday to fix it and no one had any idea she had hired, and paid someone else to do the repair; I am not sure how she did that in 2 days?  We only sold her a wall and a liner, she paid the installer, a subcontractor, NOT a Rising Sun employee, separately. The installer provided her with hundreds of dollars of FREE parts for her pool, because they were discontinued and he wanted to help her get the pool up and running. He was under no obligation so do so and no one knew how badly her pool was rusted and falling apart until they went to replace the liner.  She was calling us 10 times a day about her pool and we were all doing everything we could to help her but it was never good enough. We will not be reimbursing her for anything, it was her choice to pay someone else to do the work, if she had simply called me back then the independent contractor would have come out at no charge. But she did NOT call me back and if she had someone else fix it than that is what she decided to do.  I am sorry her pool was 21 years old…..We told her she needed a new pool but she refused and decided to try to fix it. Honestly we wish we would never had sold her a wall and a liner, but that is ALL we did. We sold her parts and she has the liner and the wall and there is nothing wrong with those items.  She willingly refused to replace her pool, she willingly went against our professional recommendations and she signed several documents stating she was taking responsibility for the condition of the pool and that understood the risks. 

   

   

   

  Email about pool vs wall replacement 4/4/2022:

   Please read the notes I typed under directions & highlighted & make sure customer reads them also.

   

  1^st quote is for new pool with labor AND $625 credit - deposit paid for liner discounted off pool kit (RSP will keep liner & try to resell).  

   

  2^nd quote is for liner & wall with labor showing. She does need to keep in mind that when the pool is disassembled to replace the wall other items may break & will need to be replaced at her expense.  21 year old pool sitting empty for years so it would surprise me if nothing breaks when the pool is taken apart!