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:08/13/2022

  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.

  Pool was ordered mid March 2022 with a delivery date of the last week of may/1st week of June 2022.
  when the pool arrived on June 4th, we noticed damage/flaws in the window glass and window seal.
  owner of Containur Pool Matt W***** was onsite and said the widow would be repaired at a later date at my home address. Within a few weeks of having the pool we noticed the window would leak early mornings/late at night. Containur Pools was contacted again, not only has the flaws in the window and seal has not been fixed, but now the pool window is leaking. To keep up with the leak the pool needed water added daily. We were asked to drain the pool July 7th and they would come July 8th to fix the window leak, fix the flaw in the glass and fix the seal around the exterior of the window. Matt has sent several different employees to my house to (fix) the issue and it has not been resolved. Matt has been in contact with me, blaming all delays on staffing issues.
  On July 6th 2022 Matt and his staff came and removed the defective window, letting us know they would return Aug 13th for the install of the new window, yet again nobody showed up, Matt contacted me telling me he is still having staff issues and that he would keep me updated. Our pool has been sitting empty since July 7th and had the window removed since Aug 6th.
  we paid 48,662.00 for this pool. invoice # **** - ****** acct # 7-******
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 6, 2022/08/31) */
  ***** ***** ordered a pool from ContainUR Pools on March 14, 2022 and the pool was delivered on June 4, 2022. Approximately, 2-3 weeks later we were notified that his window had started leaking. ContainUR Pools contacted our window contractor immediately to find a solution. On Saturday, June 25th our window contractor went to the *****'s residence to inspect the issue and perform a temporary fix to allow for the *****'s to use the pool for their 4th of July celebration. The window contractor returned on July 11th to perform the final solution but informed us there was nothing for him to fix or that he saw that needed to be repaired. From videos ***** sent us and our own inspection of the pool, we knew this was not the case. As ***** knows, we found a different window contractor to address his pool's window leaking issue. Matt and the new contractor went to the *****'s residence on Wednesday, July 20th to inspect the pool. From there, the new window contractor formulated a plan to implement a final solution. In the last week of July, Matt, Aaron (also an owner of ContainUR Pools) and an employee of the new window contractor went to the *****'s residence to remove the leaking window. On August 5th, the employee of the new window contractor informed us the removed window wouldn't be able to be reinstalled without further issues. We immediately ordered a new window panel for the *****'s pool and received it on Friday, August 12th. The employee of the new window contractor started work on the new window. Then, on Saturday, August 13th, the employee walked out of our shop and has refused to continue work on our window projects despite our repeated efforts to have him return and finish the repair. Matt notified ***** ***** of this and that we were already working on finding another contractor to finish the repair. We have found another window contractor out of state and are working with them to get the *****'s window repair completed. Today, 8/31/22, we have sent one of our employees to prep the *****'s pool for install of the repaired window this week. Throughout all of this, we have stayed in constant communication with ***** to keep him updated of all the issues we have encountered and our continued efforts to get his pool repaired.
  
  
  Consumer Response /* (3000, 9, 2022/08/31) */
  My pool still has not been repaired, a Rep from the company did come today, but we are no further then we were 2 months ago.
  
  
  Business Response /* (4000, 11, 2022/09/02) */
  Our employees are currently at the *****'s residence reinstalling the window in the pool which we updated ***** about yesterday. The window sealant will take up to 3 weeks to cure. Once cured, the pool is ready to be used. This will complete the resolution of the *****'s being unable to use their pool.