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:07/09/2024

  Type:Service or Repair Issues
  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.

  We hired Chameleon pools to open our pool. They had opened our pool 2 years ago and they had done a very poor job by dumping the dirty water that collects on the tarp , inside the pool instead of pumping it out. I decided to give them another chance this year as we all make mistakes. However I emailed the owner prior to the opening, attaching pictures and requesting them to please be careful this year and not repeat what happened in 2022. The owner never responded. The morning of the scheduled opening, no one called me so I was under the impression that they wouldn’t come . When I returned home from work, the pool was open but disgusting. They had dumped all the dirty water with thousands of tadpoles, worms ,bird faces and insects swimming in the dirty pool water . They left a message that they did not turn on the pump because power was off . However they didn’t bother ringing the bell , as my son was inside and he could have turned on the pump power. They didn’t even call me! They just left a disgusting looking pool. It took my husband and I over a month , numerous hours of work, hundreds of dollars in buying equipment and extra chemicals to be able to swim . My husband contacted them several times only to be told to our amazement that dumping the dirty tarp water is the normal way of pool opening! The other company who routinely opens and closes our pool for years has never done that. Had chameleon pools responded to my initial email , clarifying that this is their way of opening pools, I would cancelled. Instead they sent me the bill for $618.16. which they don’t deserve to get paid.They also broke our skimmer net .

  

  Business Response

  Date: 07/11/2024

  Dear Mr. & Mrs. **********,Thank you for your feedback regarding the recent pool opening service
  provided by Chameleon Pools. We appreciate the opportunity to address your
  concerns.First and foremost, we understand your frustration and regret that our
  services did not meet your expectations. We would like to provide some context
  and clarification regarding the events that transpired:Pool Condition Prior to Opening: Chameleon Pools did not close your pool at the end of the previous season, so we were unaware of the condition in which it was left.Opening Date and Initial Issues: Our team opened your pool on 5/31/24. Due to a lack of power and more importantly, the absence of the main drain covers, we were unable to start up the pool immediately.Follow-Up Visit: On 6/4/24, we returned to your property. Our team stacked the blocks used to close the pool in the area you specified and ran the pool equipment during this process. However, per New York State law, we turned off the equipment afterward because running a pool without a main drain cover is prohibited.Communication Regarding Main Drain Cover: On 6/5/24, our office representative, Rebecca, spoke with you about the missing main drain cover. You mentioned you would look for it and get back to us if a new one needed to be ordered.We apologize if there was any miscommunication or if our service did not
  meet your expectations. We understand how disappointing it is to deal with a
  pool that is not in usable condition. In light of your experience, we would
  like to offer a 50% discount on invoice #***** as a gesture of goodwill. We are committed to improving our services and hope to have the opportunity
  to better serve you in the future. Please let us know if there is anything more
  we can do to resolve this matter to your satisfaction.Thank you for your understanding.Sincerely,Mark H******** Service Manager Chameleon Pools

  Customer Answer

  Date: 07/13/2024

  Better Business Bureau:As fyi for Chameleon pools, we found the main drain cover just 3in away from the main drain and pushed it over the drain with a pole . I don’t understand why chameleon pools couldn’t do the same .Chameleon representative Rebecca was incredibly rude on the phone .I appreciate Mark’s nice response.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  **** **********