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:12/23/2024

  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.

  Initiated agreement in February 2024 to have Hamblin Pools replace pool liner, pool light, filter media, mineral system, pool heater.
  From February to July had to chase/follow with calls and emails for status, schedule, and prerequisites (i.e. gas and electric for heater). Had to repeat color selections as they did not document on contract form.
  Had some installation concerns and had to chase down again for follow up.
  Did not receive proper training. Each representative spoken with gave different instructions. Last time owner showed up with minutes notice as I was trying to get little kids to school.
  Relatives had their liner replaced by somebody else for thousands less and better experience.
  Hamblin representative pressured via email that final payment was needed for warranty paperwork on pool heater ($4,425). Account has been paid in full and still have not received any warranty for their work, liner, heater, etc.
  Account has been paid in full and never received one receipt or documentation.

  Business Response

  Date: 12/24/2024

  I was Contracted by Mr ******** to replace liner, install a new heater. We successfully completed all of the tasks in a professional manner. We made several attempts to contact Mr. ******** after the work was complete but weeks would go by without a response. This is typical of a customer who is dodging payment. Once we were finally able to contact Mr. ******** he had some concerns which I quickly answered. We made several attempts to schedule a full tutorial on the new equipment and collect final payment, but he would not accommodate. After several more attempts to collect final payment we sent a friendly email to Mr. ******** that there would be no warranties through Hamblin Pools without his account being paid in full. Finally, after this email we get a return phone call from Mr. ******** making threats, using bullying tactics etc. Finally, he agrees to a tutorial date. On the date of our scheduled meeting, I called him to let him know I was on my way and he said ok . I show up and Mr. ********  informs me that he is in a hurry. I told Mr ******** that I could come back another time if he would like but he refused and walked me to the back yard. I went through everything in detail on how to use the new equipment and informed him that he would need to file his warranty information online. I asked him if he had any other questions or concerns, he said that he did not. Finally, he paid the remainder of his bill and said that he was satisfied. This was several months ago, and I have not heard from him until now with this BBB claim. I am not sure why all of the sudden months later without any contact from this customer this is happening. We are a business of integrity. I made a phone call to Mr. ******** yesterday asking why the sudden bad reviews ect. I offered several options to try to make him happy including free services leading into the 2025 pool season , I offered another full tutorial . Mr ******** only seems to want to hurt me and my company in any way possible and is not interested in coming to a resolution. I ask that this claim be dismissed .

  Thanks 

  Mark Hamblin 

  Owner of Hamblin Pools 

  Customer Answer

  Date: 12/26/2024

  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.
  
  I am disappointed in the response from Hamblin Pools, which
  appears to misconstrue information and find a way to not complete or warrant their
  work.  I was hoping for a more professional response and positive resolution to this matter.  My hope is that Hamblin Pools will stand behind their work, complete owner training, furnish missing warranty information (including on Hamblin letterhead), furnish a copy of capital improvement paperwork, and furnish receipt of payment.  I don't have to take my business to Hamblin Pools or recommend them in the future; however, we need to resolve the work they were contracted to complete.I have emails demonstrating that I went out of my way to make
  payments, select product, chase work schedule, and push to resolve
  issues.  Hamblin's response appears to have dates and information
  confused.  The last visit I responded that I was available all afternoon;
  even Hamblin's response admits he showed up that morning instead with little to no
  notice.Mark Hamblin did call me from a "No Calller ID"
  following an online review, claiming to want to keep a customer and stand
  behind their work.  Mr. Hamblin offered a pool opening, full training, and
  to stand behind the equipment given how things were left.  We agreed to
  regroup in a couple days, after the holiday, to figure out a resolution. 
  It seems that Mr. Hamblin's written response contradicts the verbal conversation, and
  Hamblin Pools is NOT willing to stand behind their work.  I was hoping for
  Hamblin Pools to complete their work in a professional manner and document how
  they will stand behind their work.  Hamblin's response does agree that they have been paid in
  full; yet work still remains incomplete.    Now I am having to contact manufacturers directly to verify if warranties are in place.What I would expect from Hamblin Pools to resolve this matter: (1) Acknowledgement on Hamblin Pools letterhead that payment has been made in full and all warranty information, including who to contact for issues; (2) Schedule Owner training in spring/summer for liner maintenance, filtration system, filter media, pool heater, water treatment, opening and closing pool; (3) furnish remaining warranty paperwork; (4) furnish a copy of capital improvement paperwork.  It would be nice if Hamblin Pools would offer something for the trouble (i.e. LEAP cartridge, chemicals, partial refund); however, based on the poor business response I do not expect anything more than stated above.
  
  Regards,
  ******* ********

  Business Response

  Date: 12/26/2024

  I Have made another phone call to Mr ******** today . It was a very constructive call , I believe we are on a good path to resolving all issues . We are going to follow up with each other on Monday .BBB spoke to the business on Monday.  He has sent all of the information that the consumer requested and has left voicemails for the customer.  If anything else is needed please call back.

• Initial Complaint

  Date:09/20/2023

  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.

  I signed a contract with Hamblin Pools on 6/26/23 to have my pool liner replaced. I had contacted them to get an estimate on repairing the liner which had separated from the track in several places. Mr. Hamblin told me the liner was too old to repair and that I needed a new one. He told me there was to be an increase in the cost of the liner on July 1st, but I could lock in the current price if I gave him a deposit of $1000 that day so I did. In hindsight, I question whether this was true. He said he would return within 2 weeks to take measurements but he never came back and did not call. The liner was to be replaced in the Spring of 2024. I had the pool closed on 9/15/23 by another pool maintenance professional who assured me at that time that he could make the repairs, as he had done many times, and that I did not need a new liner. He told me it was in good condition and that it should last another 4 or more years. I contacted Mr. Hamblin via emails (see attached) and cancelled the liner installation. I asked for a return of my deposit but he refuses. I believe the contract should be void and my deposit should be returned.

  Business Response

  Date: 09/22/2023

  I told the customer that repairing the liner was not advisable as they become brittle due to chemicals and extreme temperature changes.  The liner is 7 or 8 years old.  He agreed to go with a new liner. He was given our availability and was told when he could be put on the schedule..  He gave me the deposit and signed the contract that states the deposit is non refundable.  This locked in the price, regardless of the installation date.  We will still provide the new liner at the quoted price next spring but will not give a refund under the terms of our contract.
  

  
  

  Customer Answer

  Date: 09/22/2023

  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.

  I am caught between conflicting opinions given by two different pool professionals as to whether I need a new liner.  I have already told Mr. Hamblin to cancel the liner installation.  The liner will be repaired next Spring by the other pool guy.

  While I still believe Mr. Hamblin should return my deposit I know he will not do so. 
  
   
  
  Regards,
  
  
  
  ****** ******