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:02/21/2024

  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 hired Serenity pools to install a pool at my house. They have yet to complete the project. They stopped returning phone calls and emails and have made progress on this project since July of 2023.

  Business Response

  Date: 03/19/2024

  Communication was dead between our shut down time yearly between 12/15-1/8. This is our holiday, and we communicate prior and up arrival with all customers. Homeowner has been happy with the last conversation we held, and this should be resolved. If not, we have all documentation written and phone records as well as recordings. To our knowledge we settle the non-communication issue and are moving forwards since February this year.  A recent update/follow up was sent and responded to just last week according to our records. 

• Initial Complaint

  Date:11/28/2023

  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.

  Serenity pools was contracted to complete install of our pool. Over the past one to two months, the company will not respond to emails, texts, or calls for completion of work. Pool pump is leaking, spa waterline still needs to be tiled, security pool cover has not been installed, and solar cover still has not been delivered.

  Business Response

  Date: 03/19/2024

  Homeowner and Serenity staff have been in communication and this complaint comes to us as a shock. We have been out and fixed a loose pipe near the pump, however the pump was not leaking. Homeowner was issued a credit for solar cover last year and has been stated in several emails to them and both homeowners acknowledged there was not going to be a solar cover delivered. The original contract was pool only, when we started the project, they added a spillover spa which was not in the original safety covered ordered. There is a difference between a standard safety cover and a customized one with a cut out. Homeowner has been given 2 options for the safety cover resolution.  

• Initial Complaint

  Date:07/20/2023

  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.

  Pool panel was never delivered. We signed the contract in April ********************************** November 2021. we have tried to work with this company and be patient, however, we no longer get responses to text or phone calls. This has been a long and exhaustive process.

  Business Response

  Date: 08/03/2023

  I responded to this the first day it was posted 7/20/2023. Where is my response? And the attachments? 

  Here is my response submitted on 7/20/2023:

  Our customer is correct the original panel was not available at the time and was on backorder. We had several customers with this issue and sent numerous emails giving options of switching panels, refund or staying on the waiting list. Any changes to the original contract require written approval with a signature and notarized per original contract agreement. We have tempted to email, call and send the written approval form with options. We have also sent numerous emails asking that our customers use Serenity Business line and email for all communication. We are not responsible for information given from an employee's unmonitored personal phone or email. We have checked phone records and have not received any communication through our business as of 7/20/2023. We have checked email accounts and mail carriers to make sure there is nothing we missed. We have printed a copy of the approval letter and will be sending it with signature requested and self-addressed and prepaid postage envelope for the matter. We require the approval letter back within 15 days to process the option selected by customer. 

  Business Response

  Date: 08/03/2023

  Here is my response submitted on 7/20/2023:

  Our customer is correct the original panel was not available at the time and was on backorder. We had several customers with this issue and sent numerous emails giving options of switching panels, refund or staying on the waiting list. Any changes to the original contract require written approval with a signature and notarized per original contract agreement. We have tempted to email, call and send the written approval form with options. We have also sent numerous emails asking that our customers use Serenity Business line and email for all communication. We are not responsible for information given from an employee's unmonitored personal phone or email. We have checked phone records and have not received any communication through our business as of 7/20/2023. We have checked email accounts and mail carriers to make sure there is nothing we missed. We have printed a copy of the approval letter and will be sending it with signature requested and self-addressed and prepaid postage envelope for the matter. We require the approval letter back within 15 days to process the option selected by customer. 

• Initial Complaint

  Date:11/23/2022

  Type:Product 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 had a pool installed by Serenity Pools. This process started in May 2021. They had lied and drug their feet through the entire process. Our contract states that a heater is included with our pool and now they will not return any phone calls, emails, or texts. We have even sent them a certified letter and they still will not respond. At this point we would like to be reimbursed for the heater so we can purchase it from another company and have it installed. We paid them a total of $45,841.34