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Business Profile

Pool Contractors

Pools Plus
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/29/2023

    Type:Product Issues
    Status:
    Answered
    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.
    My wife and I gave $1,500 via personal check, which was cashed, to Pools Plus to hold a spot for the installation of an in-ground pool at ** ***** **** ****, Town of Wilton. The owner was concerned about the property being able to accept the construction of a pool due to easement issues/soil type. The owner told my wife and I that he would have to perform a site survey, including a core sample.

    Meanwhile, my wife and I found a new home and are currently under contract with this home. We expressed that we no longer want to proceed with a new pool as we're selling our current home. The contract with Pools Plus has no language concerning returning the deposit if we decided not to proceed. Further, there is no language in the contract that states the deposit is non-refundable. The owner will not return my deposit. We never selected a pool, ordered any materials, or proceeded in any way with this company that would cause them any financial burden. I look forward to speaking with someone concerning this issue.

    Business Response

    Date: 05/03/2023

    This is in response to the complaint filed against us. # ********-*****. We did indeed sign a contract with **** **** residing at ** ********* **** Gansevoort NY.   As **** states a $1500.00 deposit was paid by check to Pools Plus... the deposit we collect when signing a contract is to secure a spot in the upcoming year's installation schedule.  We typically build a pool per week in high season, so spots are for a certain week, the ***** secured the second spot / week in July 2023. Contrary to ****s statement, the owner David Barlow did perform a site visit to ensure a pool would fit in the yard and it was deemed possible. It is not uncommon for final decisions on shape and size as well as any additional features be made closer to the installation date. Mrs. **** reached out after that site visit via text to our Operations Manager Kierstin T***** explaining they needed to explore other shapes and sizes than they first envisioned having built and wanted to confirm she had a Mountain Pond.  She stated after measurements were taken during the site visit it was this shape Dave suggested would fit their property best and she proceeded to asked more specific questions about the Mountain Pond shape.  Quotes for these and others were submitted in March via email per their request. The ****'s later contacted us to explain they had decided to move and that the new home they were under contract with had a pool that was in need of a liner change.  We gave them a price range for liner changes and confirmed Dave would let them use their deposit toward this work instead.  Within the week they contacted us again explaining they wouldn't be going through with a liner change and that they just wanted their deposit back. It was explained to the ****'s that pool deposits are non-refundable, however we told them should we fill the spot they had secured with a deposit we would be willing to refund their deposit to them. To date this spot remains available and we are actively trying to fill this void in our installation schedule. Sandra Barlow - Co owner Pools Plus...

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