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Business Profile

Pool Service

Mark's Pool Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Service.

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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  • Initial Complaint

    Date:05/18/2023

    Type:Order 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.
    We hired MPS Custom Pools in February 2022, and signed a contract. He told myself and my mother who was with me at the meeting, that his projects are completed around 6 weeks. He started our pool on August 6th, 2022. When myself or my husband tried to reach out to him for a status on our project he would not answer us via email or phone call. We would leave a voicemail every time. Still no response. If we blocked our number, someone would pick up the phone when we called MPS. They started back up in March of 2023, MPS hired a 3rd party to do the pavers around the pool area. He measured and order the product for the 3rd party to install. At that time, the company putting in the pavers realized that MPS ordered too much, and miscalculated what was needed. The people who put in the pavers wanted us to pay for MPS's mistake of putting in the extra pavers because MPS was giving them a hard time, and saying it was a mistake. Then when he would reach out regarding the final step to our pool which is the plaster, he would not give us an answer or an update on when this would happen. Now he still has 95% of our money and our pool is still not finished, and he will not give us an answer on when it will be finished. He states he can not get a hold of vendors, but when I have called them, they answer the phone for me. So someone is not telling the truth. I want my project done. We have given him over $90,000 dollars. Myself, my husband and my mother have all reached out to him on multiple occasions and no one gets back to us in a timely manner. We keep getting the go around. I want answers and dates on my calendar, he can't even get me that.

    Business Response

    Date: 06/13/2023

    The ********'s  originally hired us to build a vinyl liner style inground pool, we build these in house with no sub-contractors except electrical and water. A vinyl liner pool normally takes about 6 weeks to complete. In Pa we work from April until Oct we are not able to work in the winter months. The customer switched to a concrete or ****** style pool which is 90% sub-contracted, as per industry standards and takes 12 working months to complete. The shell alone takes 30 days to cure after it is constructed. The customer required custom pavers to be installed due to the township restrictions, so we hired a sub-contractor who understood this process better than we did. The customer had everything competed with water in the pool by June of 2023 their project is completed. we worked on the project we dug the pool in August 2022 and completed it in June of 2023 we had the following months to work on it, August-October 2022 April-June of 2023 so we took 6 months to complete the pool and 30 days of that is curing time, plus township permit delays and weather and sub-contractor delays. we did everything we were supposed to do based on the project requirements, also the customer should have been charged additional cost that were not part of the original project, but we did not. The bottom line is the pool is complete well within the normal Constuction times allowed in Pa-12 working months from the start of the project.

    thanks Mark *******

    President MPS Custom Pools

    Customer Answer

    Date: 06/20/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because: My response is in red in the attachment.  My response is in his explanation.  Please call or email me with any questions.  

    Regards,

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

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