Complaints

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

close

Find a Location

Custom Pools, Inc. has 2 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

• 

  Custom Pools, Inc.

  373 Shattuck Way Newington, NH 03801

  
• 

  Custom Pools, Inc.

  2225 Lafayette Rd Portsmouth, NH 03801

  

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:07/12/2024

  Type:Customer Service 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.

  Custom Pools installed a new motorized pool cover replacing our old cover. The new cover never worked and appears to be faulty. We have been contacting them for over a year to get it right, but they never fixed it. The cover does not seem to be proper shape, is very wrinkled interfering with the opening/closing mechanism, and does not cover the entire pool. It gets often stuck so we are unable to use the pool. Not calling us back, not fixing the issue, and not doing the work in time as promised are just a few things we are complaining about. We ordered the cover in 2022, Custom Pools installed it in the summer of 2023, and still to this day they cannot make it to work. They also represented that there would be warranty on the product but they never gave it to us, and are not honoring this warranty. Very unfair and deceptive practices.

  Business Response

  Date: 07/12/2024

  We apologize that you have had a difficult time getting in touch with us, we are looking into any miscommunications and why they happened. We have scheduled our Service Manager to be there 7/16 to address any and all pool and auto-cover issues. Thank you for the opportunity to work with you. 
  Lauren 

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21976770
  
  I do not accept the business's response as a resolution to my complaint because: the cover is still crooked and does not close. Thank you for coming earlier today, but after whatever you did, now the cover makes a new noise on the corner that was not closing, it still does not close all the way, is still very wrinkled which interferes with its closure, and the cover now is also crooked at the left side. See photos enclosed.
  This cover was made wrong and never worked from the very beginning. It does not fit the pool. Needs to be replaced.

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/31/2024

  We have since made a return visit to address any concerns regarding the auto cover. After this visit and speaking with the customer we have resolved any concerns regarding the auto cover and it is functioning properly. Please feel free to give us a call on our business phone line ************ anytime. Thank you. 

• Initial Complaint

  Date:05/22/2024

  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.

  We built our pool with Custom last year. The construction manager assured us that servicing our pool (i.e. having it cleaned regularly) would never be an issue, because customers who paid for these extremely expensive gunite pools would always be prioritized. Our pool was extremely delayed last year, but it was finished around mid-July. We never signed a service contract, but pool cleanings began in the summer and extended through October. We then closed the pool and signed a contract for open/close in January, which was paid in full. We were charged an additional $200 for a cleaning at the April 30 open. No one spoke to us about further cleanings. We reached out about this, confused, as the holiday approached, and got on the schedule for weekly cleanings for Tuesday, May 21, right before the Memorial Day holiday. Heat wave. At this point, the pool is green and has been untreated for about a month. It has worms and frogs in it. The techs never show up, and the pool company says nothing, and doesn't return calls or emails until I send a series of back-to-back emails asking what's going on, at which point they say they are overbooked and that they are not coming until the 28th, a week later (and after the holiday). We had only opened the pool on April 30 (!) so that it could be ready by Memorial Day. We paid extra in electric bills and had invited people over. We asked that they come before the weekend. They said no. Then they said maybe but gave no definitive answer. This is unacceptable, considering what we paid for the pool and the bill of goods they sold us on what "service" we would receive for going with them in the first place.

  Business Response

  Date: 05/24/2024

  I apologize for the miscommunication on this pool maintenance request. A mistake was made on our part regarding the setup of pool servicing and as soon as we were notified by the customer we tried to rectify. We immediately serviced the pool that day and added the maintenances back on our schedule. They should be taken care of moving forward. Thank you for letting us know the situation and we hope you are happy with the resolution. 

• Initial Complaint

  Date:09/14/2022

  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.

  A hott tub was purchased in 2015 for approximately $12000 from Custom Pools (CP).
  July 2020 it was leaking & still under warranty with the manufacturer, Hot Spring (HS), CP listed date wrong; I spoke to HS and they would cover. Due to Covid restrictions, the hot tub was not picked up for repair for several months; Nov 11, 2020 (delay in picking up the hot tub is of no issue, CP was in contact with me and kept me aware of the plan). I allowed several months for the repairs, when I attempted to get an update (for over a year,) leaving voicemails & not receiving a return the call. Several more months would pass where I would try to get answers and again, no return phone call. In January 2022 I reached out to HS, as it was still under warranty for the leak repair, to see if they could provide assistance. HS placed me on hold and called CP to get answers, HS reported CP would call me. In February 2022 I was told the hot tub was ready for delivery. For several more months, no one returned my calls to set a delivery date. Finally at the end of July 2022, I was scheduled for a return delivery; this appointment was rescheduled 2 times. An appointment for August 15 was set & I was told I needed to be home (requiring me to take a day off from work). August 15th came & went - no hot tub, no phone call, no return phone call, no idea where my hot tub is, no idea if it will be returned, wondering if they actually have the hot tub. Having to take time off from work and not having my hot tub returned, without any communication is concerning for me. I have attempted multiple times to talk to someone & all I can do is leave a voicemail. Grace will answer the phone and send me to Jim's voicemail. At almost 2 years, something needs to happen to get my property back. I'm also concerned that the cover (left on my deck), too heavy for me to move - unsure the damage done over the years, unsure if CP would cover damage to the cover (which was replaced shortly before the leak).

  Business Response

  Date: 09/26/2022

  I reached out to ********* and apologized for not getting her hot tub back to her in a timely manner.  We are delivering her fixed hot tub to her today and have let it be known that if the cover is damaged - we will replace the cover for no charge.  We strive to make our customers happy and again I apologize for the mistake that we made with not delivering *********'s tub sooner.  I hope that she will go back to enjoying her hot tub!

• Initial Complaint

  Date:08/26/2022

  Type:Order 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.

  Met with the service manager about pool renovation and new cover in fall of 2021. He said the could do the job by May or possibly sooner since we had the tiles needed. Received one quote/contract in January which we signed and faxed back immediately with a question about whether they needed us to send a check or if they would charge our credit card. No response. On January 28, I left voicemail to see if they received the contract and asked them to call me regarding the payment. No reply. On February 4 our credit card was charged $6,897. No further communication until I called the scheduler the 1st week of March to see when the job would be done. I was told the first full week of July. I told her that was unacceptable and asked that they do it closer to pool closing time. No response. On August 2, 4, 18, and 23, I left messages and sent emails with questions regarding the cover and schedule. No response from anyone. They have my money but don’t seem likely to do the job

  Business Response

  Date: 10/03/2022

  The customer was contacted 9/29/22 by phone call. We apologized for the miscommunication and agreed to begin renovations in the Spring of 2023. Due to the nature of the pool business and the weather in NH, that is the soonest we can start. That is also best timing for the customer.