Complaints
This profile includes complaints for Concord Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/23/2023
Type:Status:ResolvedMore 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.
When I purchased my pool, part of the package was the electric heater. The one Concord sells is called **** **** The heater is not working. Concord gave me a name for a technician, he says he doesn’t work on them anymore, says they shouldn’t sell them* **** *** has no techs in my area. They said local HVAC people can work on it. Tried numerous places, no one can. Even the tech that Concord uses said no one ca n work on this unit. I just want a working pool heater. I should not have to search the state to get mine working, or have to pay exorbitant prices to fix it. Concord sold it, and should take care of it.
Business Response
Date: 05/24/2023
The ******* Heat Pump is the highest quality heat pump on the market backed by one of the most reliable manufacturers in our industry. ******* is one of the few manufacturers that offers factory service. They have always been very responsive The ******* heat pump is one of the highest quality heat pumps on the market and is backed up by one the most reliable manufacturers in our industry. We have done business with ******** for over 20 yrs. because they offer factory service by trained technicians stocked with a complete parts inventory for the product. Our position has always been to offer the highest quality service preventing our customers from dealing with local technicians that may not have the knowledge or parts available to fix the product quickly. ******* is reaching out to the customer today to schedule a service appointment. While they are not local ******* has always been very responsive and prompt with their after market service. This issue should be resolved promptly. Thank you. Rich f****** Senior Vice President Concord Pools and SpasCustomer Answer
Date: 05/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My complaint will be resolved if I have a working unit. The tech that Concord used to work on **** *** units said he doesn’t any more because they are not reliable and parts are impossible to get. If they were reputable and the best, as Concord claims, it wouldn’t take a report to the BBB to get something repaired. I have yet to see or hear from a technician for repair.
Regards,
***** *******Business Response
Date: 05/25/2023
This complaint is a bit puzzling as ****** from ******* spoke to the customer yesterday. The customer put a credit card on file with them yesterday to facilitate the repair as it is out of warranty being 6 yrs.old. They are following back up with the customer today to inform them them that they are scheduled for a service call Tuesday of next week providing a very reasonable resolution to this complaint. Thank you. Rich F****** Senior Vice President Concord Pools and SpasCustomer Answer
Date: 05/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *******
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