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:12/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Steve called Nick the Pool guy to come and find and fix a leak in our pool in mid October. Nick and another gentleman came on November 3, 2022 and determined that the leak was where our pool cleaner attached to the side of the pool and they could fix it. While they were here we discussed our jacuzzi and possibly removing it. Nick told us that he could paint it and it would look good again, so we added that to the job. I wrote check # 1006 for $7500 to Nick The Pool Guy and handed it to him. The check cleared on November7, 2022.
  
  He sent 2 guys the next week and they dug a hole to get to the place where the cleaner attaches to the pool and checked the line for leaks. Around November 14, 2022 they came
  dug hole beside pool to see if it was in the pipe. Determined that it was where robot attaches to side of pool. Came a few times in November, but could not fix the leak. Nick sent Dillon to close the pool and clear the lines.
  Said they would be back in the spring to finish and paint jacuzzi. Sent someone to close the pool. No contact in spring.
  Noticed 2 broken pipes and 2 broken lines – pool valves were not left open when Nick’s guy closed the pool. We started calling 5/2/23 – got office manager and voicemail several times. Continued phone contact – in early June said someone would come the next day to finish and that they would fix the broken valves and pipes because it was their fault – no one showed up – no call – no contact. Continued phone calls – 6/27/23 talked with Nick who said someone would be here that afternoon – no one showed up – no one called.
  We are in worse shape than before Nick came to fix the leak – we have lost most of this pool season – cannot even use the jacuzzi because of the broken valves and pipes, have had to cancel some planned gatherings and have had a hole in the backyard by the pool for 7 months.
  
  Hired a local plumbing company who fixed the leak within days

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  To start they missed the first day appointment, next day they were here for 16 total minutes (2 guys) to open our pool. They put the filter together, and took cover off. The water was clear, HOWEVER they dumped ALL of the Debris on top of the cover into the Pool. May 18th 2023, my wife had me come outside to look at what they did. The area was about 8 total feet or more of thick Debris leaves etc... Then we tried to get them to come back to clean the mess they made and after numerous attempts we kept being pushed out or No response at all. We paid already $75 for their 16 minutes of work and they did nothing more. Then we get an invoice for balance due $275 for ????
  We are Seniors and my wife has worked EVERYDAY since May 18th to clean this mess. As of June 12th still unable to use the Pool
  I would say BEWARE of using this company.
  Nick The Pool Guy LLC / Hamilton OHIO

• Initial Complaint

  Date:06/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 reached out to this business in late February to inquire about a pool liner at that time I was informed that in order to receive an estimate I would have to pay $350 to have him come to the house. I agreed and paid the money expecting to receive an estimate and move forward with a liner purchase. Nick came to my property the following week and looked over the project as well as discussed future projects. Nick left without providing me the estimate saying he would follow up with the estimate in the next 2-3 days. Several weeks went by without hearing from the company and we decided to go a different direction. If I was charged for an estimate I would expect to have the estimate complete or a refund on my money.

• Initial Complaint

  Date:04/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On April 17, 2023 at 6:30PM, my inground pool was opened by **** the Pool Guy. I was not home at the time. I received a call that a plastic tube broke on my pool pump (see pics). The woman said the guys would come back tomorrow (Tues) to repair the tube. She wanted me to know so I wasn't alarmed when my pool pump wasn't running when I got home. I said ok. The men did not come on Tues. I called late Tues evening to learn when the pool pump was going to be fixed. The woman said she would have them come out on Wed because they work late on Wednesdays unlike Tuesdays. I said ok. By 4:30PM on Wednesday, they had not arrived yet so I called the office number and she assured me that they would be coming out that evening. I told her that my daughter had practice so I would be leaving at 6:30PM. She said they could do the work without me there. When I returned home at 8:45PM, I asked my next door neighbor (who was doing yardwork outside while I was gone) if the pool people came, he said no. He said he only saw them the day they came to take the cover off. On Thursday morning I called the office again and spoke to the same woman, she said the men reported that there is tree sap on the pump. She asked if I could take boiling water & dump it on the pump. Instead, I took rubbing alcohol & wiped it down. Rubbing alcohol is supposed to remove tree sap. The men were supposed to come Thurs. They didn't. I called again on Fri morning. The woman said they were extremely busy opening pools & appreciated my patience. She would have them come out Fri or Sat. They didn't. I expressed my frustration saying I can't clean the pool. I can't vacuum the pool. It is becoming a health hazard as it is attracting ducks and bugs. I have pets and a child that I don't want to accidently fall into this contaminated pool. If the men can't fix what they broke, please send out someone who can. I've been extremely patient & have been asked to hold off on paying until the job is complete.

  Business Response

  Date: 05/04/2023

  We have been there several times to try to get tge pipe out of her pump. We did accomplusj this task. The client is on our schedule for the total repair to be completed on Sunday May 7, 2023. She has since been very thankful for our services. 

  Customer Answer

  Date: 05/10/2023

  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.

  *****, who I have been working with at Nick the Pool Guy, has been wonderful. I recognize that the situation is not within her control. The pool technician did show on Sunday, but he arrived around 7:30 PM. He didn't have much time to work before it became dark. He stayed until 9:00 PM and the job is not complete. ***** called on Monday and said he would complete the job on Tuesday. He was a no-show on Tuesday. I did not receive any communication from the company. I tried calling the company this morning (5/10 at 9:03 AM) but received their voicemail. I don't know when this will be complete. I did pay for the work ($853.42 on 4/29/2023). It is coming up on a month that the pool has been like this (04/17/2023). 
  
  
  Regards,
  
  
  
  **** *******