Complaints

This profile includes complaints for 21st Century Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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21st Century Pools & Spas has 2 locations, listed below.

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  21st Century Pools & Spas

  3736 Vestal Pkwy Easy Vestal, NY 13850

• 

  21st Century Pools & Spas

  575 Main Street Oneonta, NY 13820

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:07/30/2024

  Type:Billing 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.

  I contracted with 21st Century Pools to install a new pool liner. 21st Century accepted my signed contract and $3,465 deposit. A week after they cashed my check, they contacted me requesting an additional $2400 citing they needed to do additional work. I explained to the service manager the additional $2400 was excessive and beyond the scope of their original estimate. The service manager refuses to complete the job. 21st Century has not acted in good faith and I would like my pool job completed.

  Business Response

  Date: 08/01/2024

  We contracted to replace Mr ******* pool liner on 7/18/24 and received a deposit in the amount of $3,465.00. As shown in his attachment of the signed estimate there is a line "Optional: skim coat entire pool bottom with vermiculite $3,000" and an additional line stating it would credit the line item for $585, totaling $2,415 in the circumstance the pool bottom resurface was needed. Not only is there a line within the job description stating "Minor repairs to pool bottom to include up to 1 hour labor, material extra", we also list this item on every inground pool liner replacement estimate because it is impossible to determine the need for the resurfacing until the bottom is visible. Upon arrival to the pool site to measure for the custom liner it was noted that a new liner could not be installed on the existing bottom as it was in such poor condition. This was communicated to Mr ****** and he opted not to accept the additional work and said he expected it to be completed for the initial contract amount, despite it not being part of the initial scope of work and being clearly listed as an extra, if needed. We make every effort to be transparent about the possibility for bottom resurfacing as it is something that is done on approximately 5-10% of the liners that are replaced. 

  Unfortunately, we can not replace the liner on the bottom as is or add the resurfacing without the attached additional charge as listed. To rectify the situation we have already returned Mr Hamdan's deposit money. Confirmation of delivery by certified USPS mail is attached to this response. His entire deposit of $3,465.00 has been returned. 

  At the time of deposit return we cancelled the signed estimate and wish Mr ****** the best of luck with his pool project. 

  Customer Answer

  Date: 08/02/2024

  Dear BBB, In regard to claim ********, I have received a refund from 21st century pools and consider our dispute as settled. I would like to close out my complaint against them. Thanks

• Initial Complaint

  Date:07/15/2024

  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.

  I brought a water sample to 21st Century Pools. I told them I was having water quality issues and another pool company told me my water quality was fine. 21st Century Pools sampled my water and said alkalinity was very low and sold me $85.10 worth of chemicals. When I got home I saw their reading was zero. (I don’t know, but I don’t think it’s possible to get a zero reading when normal is 80-120). I immediately brought another sample to another pool company and the got an alkalinity reading of 85, not zero. I tried to return the unnecessary chemicals to 21st Century Pools but they have a no return policy. That’s fine but not when their sampling is giving incorrect results. I would like my $85.10 back. I will still return the chemicals.

  Business Response

  Date: 07/16/2024

  It is disappointing there was no attempt to settle this with us in store and escalated to the level of a BBB complaint. We are a small, locally owned business, who does what ever we can to provide high customer satisfaction. However, there are guidelines pertaining to chemical returns that we must follow, there are posted signs in multiple areas in store and that would be the information our employees shared with this customer. Despite this, we will refund the chemicals upon receipt.

  Customer Answer

  Date: 07/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  I will return the chemical as soon as I can. 
  Regards, 
  
  ****** ***** 

• Initial Complaint

  Date:04/29/2023

  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.

  Our liner to our pool came apart at the seam. With a 20 year warranty we would like it replaced. Eric agrees and said we can handle this through email. After multiple emails to Eric at service and voice messages left he will not respond to me. Ignores all contact from me.

  Business Response

  Date: 05/02/2023

  Please see attached email correspondence showing emails from Eric to **** dated 4/12, 4/24 and 4/25. Lori’s husband was in our store on 4/12 and spoke to Eric in person, Eric wrote up the attached estimate and tried to give it to him in hand but the customer refused to take it, leaving without the prepared estimate. Also attached documents referenced in emails – manufacturer’s warranty on aboveground liners showing coverage for Lori’s 2018 liner would be 60% by the manufacturer, 21^st Century offered to extend the additional 40% warranty to fully cover the liner material cost for **** as a courtesy, as shown on the attached estimate.

  
  

  Angela