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Business Profile

Pool Contractors

GW Pools, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

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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Complaint type

  • Initial Complaint

    Date:12/05/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.

    On December 4th I will be filing a complaint with the Columbus, Ohio Better Business Bureau.

    My complaint covers the multiple times and dates called to have our pool liner put back in after the install failed. Each time called we were promised to have someone out to fix it. Each time no one showed or even called to let us know no one was coming.

    The calls started in May of 2022 and continued into the Fall without any action taken.
    Call after call with promises to be out on such a day with no shows or calls.

    As a consumer who put their trust in this company only to be let down, I in no way would recommend this company as being trustworthy to complete their work or come and finish the job started. Do not give this company the complete payment unless you are satisfied the work is complete.

    I will be giving my phone number on the complaint for those who wish to call me.
    I then will be going on Angie's list to file a complaint on their website.
    I will be filing the complaint with any organization in and around Columbus Ohio that lists businesses that deal with your company.
    This is not something I enjoy doing and only wish I didn't have to, but I am left with no choice.

    Business Response

    Date: 12/15/2022

    This email is a response to complaint ********

    I was hired to install an Inground replacement vinyl liner.   The vinyl liner was installed to manufactured recommendations and specs.   It was installed with no wrinkles and all the liner was in the existing coping track, filled fully with water, and was operational

    Customer paid in full because the job was completed to manufactured specs

    Few months go by, and part of the liner came out of the liner track.  This could be due to several reasons:

    1.) over filling of the pool
    2.) operating a robotic cleaner in the pool (which can and has moved vinyl material out of the coping track)
    3.) original parts on the original pool breaking or deteriorating due to age-weather-etc
    4.) improper use of the swimming pool
    5.) leaking plumbing

    To offer a few explanations.

    Upon receiving a few phone calls, we have responded by going back over to the job to put the vinyl liner back into the track.  There were about 5-7 locations that we put back into the liner track

    It was on or around the middle of June when this free work was completed.   It was at that time I noticed that 2 coping corners of the swimming pool had completely deteriorated and needed new parts. 

    I’ve ordered these parts and do have them.

    I’ve told this customer that I would be happy to install these corner pieces free of charge in the spring when the weather allows for proper installation. 

    GW Pools does its best to take care of all its customers even when it asks us to do free extras. 

    This work was not in any part of our contract.  It was not an issue at time of installation.

    Customer Answer

    Date: 12/19/2022

    [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



    Complaint: ********



    I am rejecting this response because: 



    Regards,



    ** ********

GW Pools, LLC is NOT a BBB Accredited Business.

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