Complaints

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

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  Glamour Pools

  10155 Main St Clarence, NY 14031-2050

  
• 

  Glamour Pools

  9775 Main Street Clarence, NY 14031-2005

  

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:06/28/2023

  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.

  Sold me a defective heater. Refused to service while still under warranty. Performed unauthorized actions on pool while not home only after multiple calls before warranty ran out. They ram out the warranty waiting and refused to replace. This ****** company asks no questions. They just replace them to vendors. They want me to pay for someone else's new ****** when they should be replacing mine under warranty adn installing properly not defectively. We cared for pool perfectly and water was perfect.

  

  Business Response

  Date: 06/30/2023

  The customer is complaining about a ******* ****** that was sold to them from Glamour Pools.  Glamour Pools offers no warranty on the heater, the only warranty offered on the ****** is from *******.  The customer can reach out directly to ******* and ask for a warranty service through their website.  Glamour Pools has the ability to warranty the ****** and turn it into *******, but ******* reviews the warranties and inspects the heaters.  Glamour Pools determined that the ****** didn't last due to chemical maitenance of the pool, this means that ******* would not accept the warranty claim on this heater.  The customer still has the option to try and get ******* to warranty the ****** by reaching out to ******* directly.

  Customer Answer

  Date: 07/07/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I am requesting they get the ****** warrantied and provided as they are supposed to, since a ******* only deals with approved vendors not directly with consumers The pool chemicals have been perfect and there was absolutely no lack of maintenance. We check the water daily to ensure these things last because we dont want to go through this. They performed services on the pool while evaluating it that were not authorized. This company has been sketchy and difficult to deal with. They want me to pay for a new ****** so they can send the old one back and make a profit by putting the warrantied ****** into one of their new pools.  They refused to come out and service in a timely manner to drag it put of warranty time even though they claimed they'd just back date it and it would be no problem.  
  
  
  
  Regards, 
  
  ******* ***********

  Customer Answer

  Date: 07/14/2023

  This is an example of the card mailed to ******* registering warranty. Additionally,  Glamour Pools lied and said they would provide us an additional extra year warranty on the heater. They then refused to provide a receipt or copies and hung up the phone. Everytime we called, every morning before their trucks went out asking when they would be out to service it they said "we don't know." They entered our property when we were not there without approval or appointment so we could meet them there and did who knows what to our pool.  I am requesting copies of canceled checks from my bank for payment of the ****** since Glamour pools refused to provide receipts at the time they installed and thereafter. They hang up the phone and refuse to answer any questions about it so that we can make a case with the distributor or find another pool company that is respectful and reliable. They lied and said ******* covers the warranty because when ******* was called they said that is not true and product is sold only through a distributor such as this popl compnay. They also lied and said they would back date the warranty when they could finally come out and perform service, only to lie again and claim our pool chemicals were not in line. They were and were tested after the left and found to be perfect. They were never authorized to place chemicals or test them, only to service the heater. When we initially called about it this season, he said we have a week left on the warranty. Meaning: IT IS STILL UNDER WARRANTY.  They then proceeded to run out the warranty further by refusing to come out and service it. They made disparaging remarks to another pool company about us as well and since there are basically only 2 in this area this smells of racketeering which will be looked in to. They deny working together with other pool company as this would mean no competition in the area, but I suspect this is going on and it will be investigated. I would like reimbursement for the ****** that is under warranty or a new ****** shipped to me as it was still under warranty at the time it died. Service tech is rude on the phone and speaks clearly more respectfully to men and my husband, but still lies, performs unauthorized things when we are not there and refuses to offer any customer service resolutions or answers to problems. 

• Initial Complaint

  Date:07/29/2022

  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.

       I received  a bill (copy enclosed for work which had not been done on my inground pool as requested when I made the appointment. I explained that I needed a technician to check and see why I was getting dirt in the pool and see if he could repair it. On July 8th 2002 two men showed up and the first thing he said after looking at the pool that my filter was old and needed to be replaced. I told him it was a new filter purchased last pool season (2021) and it worked fine during the whole pool season. He did NOT believe me and continued to tell me that the filter was old. I showed him the "old " as it was stored against my shed. He continued to tell me the filter was old and not as good as the one they sell. They were here approx 20 minutes and left. I expected no bill as...see attached sheet

  

  Business Response

  Date: 08/04/2022

  When I talked to Mr. ****** on 7/19/22 he agreed to pay the invoice but never do business with us again.  Then we received the BBB complaint.  Mr. ****** can disregard this bill and take he business elsewhere.