We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pool Contractors

Cleveland Aqua Pros
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Cleveland Aqua Pros's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Cleveland Aqua Pros has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/07/2022

      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.
      Cleveland Aqua Pros is a horrendous company that consistently lies and does not deliver on any of their contractual obligations. On October 24, 2020 I signed a contract to have a vinyl liner in ground pool built in Middleburg Hts with the owner. While not in the contract, I do have written e-mail communication stating that I was 7th in their order of pools for a 2021 build. The contract does state that it includes a 2021 seasonal closing. Cleveland Aqua Pros did not do one, single thing to build my swimming pool. I was finally able to stop dealing with them in October of 2022 when I built my pool on my own. I am not sure I can envision a worse scenario than how Cleveland Aqua Pros dealt with me.

      The lying started almost immediately. Unbeknownst to me, this was before I referred them to a friend who then contracted to have a pool built (this pool hasn't been built by them either). I included for the BBB my signed contract as well as a USPS certified letter sent to them in June 2022 (which they completely ignored and pretended didn't exist). I have numerous e-mails, texts and other communication from this company where they're promising to build my pool and nothing happens. In october of 2021 the owner said he still planned to build my swimming pool in 2021, yet come 2022 he still couldn't build it. The owner actually told me "I'm saying this to you face to face, I will build you pool in 2022." Then, 3 weeks later, he had no answers and I requested the pool equipment to build it on my own.

      Even getting the pool equipment from this company was a disaster. They had 2 years to acquire what was in the contract, and they still didn't have it even after I paid 2022 inflated costs. I would tell anyone thinking about hiring this company to go in the opposite direction and never have anything to do with Cleveland Aqua Pros. The owner knows he has no answers for any of my complaints and anything he tries to justify is just a lie. They should have an F rating.

      Business Response

      Date: 12/19/2022

      To whom it may concern,

        We sold 12 projects in 2020 for the 2021. This is the average number of projects we complete a season. Due to the pandemic just like many other companies' material lead times were at an all-time high. Steel pool kits were a minimum of 40 weeks for delivery. This required us to sell work for 2021 in 2020. We did not have any way to anticipate installation dates having to sell work this far ahead. We anticipated managing this work by hiring project managers and enough labor to manage.  When the 2021 season n started, we quickly encountered the same labor and weather issues as every other seasonal construction company. This makes it nearly impossible to anticipate any type of schedule.  We will not start more projects than we can manage at one time. 

       Yes, *** ****** was told multiple dates to start his project. This was a result of *** ****** pushing for a time commitment. We finally had to tell *** ****** that we could not start his project until 2022. We then offered him a full refund or the delivery of the pool product. *** ****** requested the pool be delivered and hired another contractor to install it. Which to our knowledge his project is complete.  We exchanged emails outlining the product specifics to be delivered and the discounted balance due. Everything was mutually agreed upon in writing, and the pool was delivered the week *** ****** requested. The balance was paid upon delivery. 

       *** ****** sent an email to our office on October 31st requesting additional warranty information and asked if he could return some items he did not need. Our office manager replied to his message. She did neglect to send him the warranty information for his safety cover (which is produced in house) and a final statement showing a zero balance.  All the other warranty information he needs would have been located in the product packages.  *** ****** does have the email thread stating final costs that were due at the time of delivery. which he paid by check. There was never any other money requested from our company.  All of the terms and conditions that were mutually agreed upon with *** ****** in writing were met. 

      We will send *** ****** his warranty information for his safety cover. We will also send him a statement showing a zero balance. I will add a bill of sale is not needed to register any of his product warranties. All of these products can be warranted by any pool contractor that is approved by these manufactures. 

      Customer Answer

      Date: 01/20/2023

      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.

      Once again, this business can't do what they say they will do let alone what they sign a contract to do.  I have not received anything the business has indicated they would do (by 01/18/2023 no less) to close this matter.  After 27 months of trying to get this company to do something, I wish to have no further communication with them and consider this complaint to be unresolved and unable to be resolved.




      Regards,



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









       

      Business Response

      Date: 02/03/2023

      RECEIVED VIA PHONE BY BBB STAFF MEMBER:

      The BBB has been informed by the business that the consumer was sent the documents that he requested on 1/25/23. 

    • Initial Complaint

      Date:08/22/2022

      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.
      I had a contract with the company to install a spa at my personal residence, and gave a deposit in the amount of 7992 on December 1, 2020.

      The spa has not been installed and the company nor owner answers calls, responds to texts, emails or inquiries.

      Business Response

      Date: 08/31/2022

      We have resolved the issue by refunding the original deposit to the client. The check was placed in the mail on 8/30/2022.

    Cleveland Aqua Pros is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.