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Business Profile

Pool Contractors

Empire Pools

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

This profile includes complaints for Empire Pools's headquarters and its corporate-owned locations. To view all corporate locations, see

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Empire Pools has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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 status

    Complaint type

    • Initial Complaint

      Date:12/03/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Purchase hot tub cover 9/13/22 for $699 from Empire Pools in *******, **. We were told when we bought the hot tub cover that the cover had a 2 year warranty and a manufacturer 5 year warranty. I called Empire pools on 9/5/24 and explained that the hot tub cover had started to hold water in the middle after a few heavy rain storms. **** from Empire Pools then requested that I send an email with my contact information and some photos of the hot tub cover. **** then called me back and was hesitant to believe that the hot tub cover was pooling water and then started making accusations on what he thought could have happened to the hot tub cover. I assured him that all of his accusations were untrue and that this cover problem was indeed from rain and the cover being saturated after heavy rain. I was then asked to send a copy of my receipt because they were unable to find my paper receipt as they had updated their system and now use computers. I then sent an email of the receipt and warranty that came with the purchase on 9/18/24 (as I was having difficulties finding it). Since then we have reached out multiple times to reach a resolution but **** has been avoiding our phone calls and simply not returning our calls.

    • Initial Complaint

      Date:11/14/2024

      Type:Billing 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.
      They are harassing me to pay an invoice for fixing my pool, but it's not fixed. I had to pay someone else $150.00

      Business Response

      Date: 11/19/2024

      on 7/i/2024 it was requested by customer to perform a service call to determine why the pool was not clearing, We sent a service technician and determined that the skimmer basket had been installed backwards which would not allow the water to flow properly into the filter, it was also noted that the DE  filter  was extremely dirty and needed the media in the filter  to be back washed and changed which would allow the filter to work properly and clean the pool water in 1-2 days, Customer than left to take a phone call and never returned to talk to service technician to explain what the customer needed to be done to clean the filter. Customer has been sent statements and has been called to pay the $120.00 for the service call, she refuses to pay and has sent nasty emails to us and  has hung up on us stating that she will not pay for the service we performed. 

      email received from customer after phone call to collect for service call.           When you provide a service, I'll pay an invoice.  You have not, so I
      will not.  The 2nd call was cute... obnoxious, but whatever if it makes
      you feel better.  If you think sending me three emails will help...you
      are incorrect.  Just two more
      to delete.  You want to play this game, 100% fine.  I will make sure
      EVERYONE knows your pubescent level of maturity and professional skills.  Not today Satan hahaha

      Customer Answer

      Date: 11/19/2024

       
      Complaint: 22554888

      I do not accept the business's response as a resolution to my complaint because the skimmer being in backwards would not impact the pool function as they suggest, or it would have been, in fact, fixed.  The filter has just been cleaned a few days prior.  Again, this did not resolve the issue or..my pool would have been fixed.  I wound up spending $150.00 to have someone else come out as the person at Empire refused.  I will happily pay the fee to have my pool fixed.  They clearly did not.  I "left" by going inside my home as it was a work day and I did advise them of such.  I had been standing outside watching them ****** troubleshooting suggestions.  I did also tell them to knock on the door when they needed me.  Someone else was at my home that day as well.  They did not knock on my slider door.  They just chose to leave. Yes, I did hang up on them.  I work during the day and I don't have time to deal with their juvenile phone calls and/or attitude.  She started the conversation with an unprofessional and aggressive manner, and so the emotion was reciprocated.  I have always been willing to pay for my pool to be fixed, they have just never done so. Within ***** minutes, they called twice and emailed me three times.  How, in any stretch of the imagination is that professional and not considered harassment ?  She even provided a screenshot. If you went for a haircut, would you pay full price if they cut 2 strands of hair? No, why?  Because it is not the service requested and/ or expected.  I will share this information with as many people as possible as they have harassed me, caused additional time not enjoying my pool, angst, and ultimately more money and time out of my day as I had to hire someone else to do the job that they think I should be paying them for.  


      Sincerely,

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

    Empire Pools is NOT a BBB Accredited Business.

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