Complaints

This profile includes complaints for Pocono Pool & Spa, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pocono Pool & Spa, LLC has 2 locations, listed below.

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  Pocono Pool & Spa, LLC

  6382 Route 191 Cresco, PA 18326-7968

  
• 

  Pocono Pool & Spa, LLC

  1507 N 9th St Stroudsburg, PA 18360-7576

  

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:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Very late pool opening and now very late pool closing. Our dates for both have been established for at least 10 years. Weve been a very good customer and now feel were being pushed off for no apparent reason. Our situation with being surrounded by trees is why we close early and open late may. Besides purchasing new liner and new heater along with new filter and not having problems until this year. We simply want dates weve set up with Pocono Pool and Spa respected

  Business Response

  Date: 09/09/2024

  While we understand everyone has desired dates to open and close their pools, our schedule is based on availability and the nature of our business is heavily weather dependent. We are very clear on the request forms that the customers fill out that the date they put on the form is a requested date, not a confirmed date. This customer requested the date of September 7th for their closing. Our office spoke with them on 9/6/24 and told them they are scheduled for 9/17/24 and we would move them up if we received any cancellations. We do try to schedule as close to the customer's requested date as possible. We do have a large customer base and, unfortunately, weather delays are out of our control. We are happy to provide any supporting documents that may be necessary. Please just let us know. Thanks you!

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Purchases a Spa Vacuum and the sales person said it was returnable. Two days later we went to return the item as it caused scratches and dents on the SPA and did not vacuum any dirt.. The store refused the return. 1. violation of warranty 2. fraudulent misrepresentation 3. refund if a product is defective

  Business Response

  Date: 08/16/2022

  To whom it may concern,

  **. ****** did purchase a vacuum with us and did try to return the vacuum a few days later with the claim that it did not function and that it scratched up his hot tub. We've sold hundreds of these vacuums over the last year with no issues. The manufacturer provides instructions and a warranty registration card with each of their products sold. (see attachment) The warranty is a limited manufacturers warranty honored by the manufacturer as mentioned in the attachment. We did not accept a return becasue the vacuum was used and had debris in the catch screen. There was no violation of warranty do to the fact that warranty registration must be completed and is honored by the manufacturer. There are no refunds on this product, the manufacturer will fix the vacuum or in most cases replace it with a new one if the warranty was not voided. We are sure where there was any fraudulent misreprsention as all the instructions are provided from the manufacturer. We would be more than happy to assist **. ****** in completing the warranty registration and then contacting *********************** for him to see if they would honor him a new vacuum.

  Thank you for your time!

  Mike B********

  Manager of Pocono Pool & Spa LLC

  Customer Answer

  Date: 08/25/2022

  [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: The sales person stated we could return this device within several weeks if it does not work as expected or any other reason.
  
  Regards,
  
  ****** ******
  

  Business Response

  Date: 08/31/2022

  If the vacuum is not working, we would be happy to take the vacuum back and exchange it for a new one or give you a store credit. The vacuum was purchased for $40 and returned used and dirty with debris when it was returned the first time. We will make an exception and take the vacuum back, but the vacuum must be clean and free of debris for us to accept the return. We will not exchange or honor a store credit if the vacuum comes back dirty.