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Business Profile

Pool Contractors

Riley's Pools & Spas, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Riley's Pools & Spas, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Riley's Pools & Spas, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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:08/12/2022

      Type:Service or Repair 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.
      Riley's installed an new liner in our pool in 2020. Once installed, part of the liner came loose, they came out and put it back in. In 2021 the same thing happened. This year the same thing happened we called and they put it back in. Soon thereafter the lining came out again. I called and the lady who answered the phone said **** was on the phone and he would call right back. In the mean time I receive an invoice for $130 for them putting the liner back in. **** never returned my call. I called the next day and left a message telling them the liner was out and I was not paying the bill. No return call. I call the next day and leave a message, no return call. The next day I call **** on his cell phone and ask if he need management help in his office since no one seems to be capable of returning calls. He's calls back and is irate. He is yelling and screaming at me about insulting his management skills and calling so many times. I was shocked. No one has ever talked to me that way except maybe my parents. My husband then called and **** was calmer and said he had a bad day. **** promised he would personally come out and put the liner back in. I called yesterday because our chlorinator is leaking and when I ask if they can fix if **** answers he would have to talk to ****. I then asked if we could set up a time to close the pool and he said he would have to talk to ****. I then asked if this was about the spat **** and I had and **** answers he would have to talk to ****. This is no way to do business. If somehow my calls offended **** and ****, it was not my intent. I just wanted the liner fixed.

      Business Response

      Date: 08/29/2022

      Mr. & Mrs. ***** contracted Riley's Pools to install an inground pool liner in June of 2020.  The liner was installed and completed on June 12th 2020.  The *****s paid for the liner installation on June 25th 2020.  Per the liner contract signed by both parties (Riley's Pools & the *****s) , the workmanship warranty on a liner installation is 1 year from the install date.  Henceforth, when the *****'s liner slipped out of the liner track in 2021, Riley's Pools went back to the *****'s residence and fixed the liner slip.  This was done at no charge since it was within 1 year of install.  Fast forward to April 2022.  The *****'s liner slipped out of the track again.  Riley's was unable to pull up the liner at the pool opening due to cold water and cold outside temperatures preventing the liner to stretch back into place.  We returned when warmer temperatures allowed the fix and completed the service.  A bill of $135.00 was sent for services rendered.  3 weeks later, Mrs. ***** contacted us and said the liner slipped out in another spot.  She wanted us to return, and also stated she was not going to pay the $135.00 invoice, because she believed it was still part of the liner installation from 2 years ago (2020).  The *****'s statement to the BBB regarding this issue confirms that they had no intention of paying the service charge.  Due to non payment and constant verbal abuse via voicemails and phone calls to the stores; Riley's decided to cease any/all communication.  In conclusion, Riley's Pools is NOT seeking payment for the open/past due invoice.  Riley's Pools also will not provide any future services at the ***** residence, and considers this matter closed.

      Customer Answer

      Date: 08/29/2022

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

       

       

      I strongly disagree with their description of the events as they occurred.  They charged us but the lining came right back out.  We called several times because no one is in the office and we left at least 4 messages and no one returned our calls.  I am quite satisfied with never doing business with them again. 



      Regards,



      ******* *****

    Riley's Pools & Spas, Inc. is BBB Accredited.

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