Complaints

This profile includes complaints for Crystal Pools, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crystal Pools, Inc.

  4175 Roundtop Rd Elizabethtown, PA 17022-9053

  
• 

  Crystal Pools, Inc.

  6421 Carlisle Pike Mechanicsburg, PA 17050-2385

  
• 

  Crystal Pools, Inc.

  1272 Manheim Pike Lancaster, PA 17601-3144

  

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:10/23/2023

  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.

  We paid Crystal Pools to install an inground fiberglass pool on our property which included a 3-foot cantilevered concrete pool deck/sidewalk. The contractor was chosen by Crystal Pools and they were the ones that arranged for him to provide us with an estimate since we were getting extra concrete poured. It was understood that we would pay for the extra concrete. Before the concrete was poured their salesperson, *****************, requested that the 3-foot perimeter included in our package be removed from our contract. I was told that would be easiest for them. I agreed to this without realizing they were actually removing the warranty for the concrete work through this transaction. This contractor was eventually let go as their concrete installer, but I suspect they already wanted to distance themselves from any liability. Our pool was installed May of 2021 and by June the concrete had developed four deep cracks in each corner and was stained, plus we had nail holes and a chunk of concrete missing from the edge that occurred when the concrete molds were removed. The expansion joints hadn't been cut and no one would come out to do the finishing work. Throughout 2021 and 2022, I repeatedly reached out to Crystal Pools who directed me to just keep following up with the original and then replacement concrete contractor. I was put in a position where all the follow-up was placed on me, without any compensation. Finally this Spring, a contractor on behalf of Crystal Pools did try to make some repairs, but visible cracks remain. On 9/15/2023 (via certified letter) I requested Crystal Pools financial compensate us for the much less-than-ideal pool deck and all the time I have spent over the last two years trying to get this resolved. It is a certainty that the pool deck will require maintenance and repair much sooner than if the concrete was installed properly. Crystal Pools' response was to claim he was my contractor and that they had no liability.

  Business Response

  Date: 11/02/2023

  This customer contracted for the installation of a ************ 152 x 312 Coral Sea 3 style inground fiberglass pool on July 22, 2020.Per their signed contract, a 3 wide colored cantilever concrete deck was included (color decision to be chosen by the customer) to surround the perimeter of the pool after installation. As the installation of the pool drew closer, and during correspondence between the customer and the sales representative, the customer decided they wanted an expansion of colored concrete poured over and above the 3 perimeter deck included in the contracted price. Due to the expansion, as well as the colored nature of the concrete, it was recommended that the customer deal directly with a concrete installer so the concrete for the deck, as well as the concrete for the expansion, could be mixed and poured continuously, rather than separate pours for the deck and the expansion. The customer agreed to this suggestion and signed a Change Order on April 16, 2021, thereby removing the 3 cantilever colored deck from their Crystal Pools, Inc. contract. (see attached)

  Upon the concrete installers completion of the deck and expansion pour, the customer noticed some hairline cracks had surfaced and had some additional issues regarding the concrete. These issues were relayed to a Crystal Pools representative who was performing the customers explanation on the completed pool project and, as a result, notations were made in the customers file regarding the issues. The same day as the explanation, the customer initialed and signed Crystal Pools’ Inground Swimming Pool Post-Installation Inspection sheet, in its entirety (see attached), thereby indemnifying Crystal Pools from any liability in connection with use of the pool except for the warranties provided under the contract. In addition, per notations in the customer’s file, the customer agreed that the issues with the concrete were NOT a Crystal Pools issue, but rather an issue with the concrete installer. Furthermore, according to notes, the concrete installer gave the customer a discount on the concrete due to the issues that had arisen. Since the concrete pour was between the customer and the concrete installer, what that discount entailed, Crystal Pools was not informed. Customer paid their remaining balance on the completed pool project to Crystal Pools on May 19, 2021.

  Over a year after the pools completion, the customer was still unaccepting with the state of the concrete. Per the customers request, a co-owner of Crystal Pools visited the home on June 14, 2022, to make a professional assessment regarding the cracked concrete. Upon his inspection, it was determined that the cracks were hairline and therefore, not covered under Crystal Pools’ standard deck warranty-had Crystal Pools installed the deck. As a courtesy, Crystal Pools reached out to a different concrete installer who was willing to provide options to repair the issues with the concrete. Repair work was performed by this concrete installer directly with the customer; completely independent of Crystal Pools.     
  Crystal Pools  Inc., was not involved and thereby was unaware of any contractual terms of agreement between the customer and the original concrete installer who poured the deck and the additional expansion area back in 2021. Crystal Pools cannot provide compensation for work that was performed outside of our involvement.

  Crystal Pools has been in business since 1964 and has won numerous awards and recognitions throughout the past 59 years. Crystal Pools was recently named as one of North America’s Top 50 Pool & Spa Builders, as well as received the prestigious **** *** *****--a spot amongst the top 100 pool and spa retailers within the industry. Our commitment to our customers is of utmost importance and we strive to alleviate matters that arise. However, in this case, Crystal Pools was not in any contractual agreement with this customer to pour and maintain the concrete areas that were installed by an outside contractor. 

  Customer Answer

  Date: 11/09/2023

  [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:

  Response to Crystal Pools Paragraph #1: Two pours for the concrete was never discussed, which is supported by the fact that we only received an estimate for a single pour for the entire pool deck. Refer to line item one, Pool Deck INCLUDING ADD ON of the Concrete Quote attachment. Additionally, Crystal Pools claims that the Change Order negated their warranty and responsibility for the work. Upon inspection of the Change Order, it is clearly written that All work is to be performed under the SAME TERMS AND CONDITIONS as specified in the original contract unless otherwise specified. There is NO notation within The Change Order that the warranty for the concrete was being withdrawn. Hence, Crystal Pools is responsible for honoring their warranty for the concrete.
  

  Response to Paragraph #2: We proceeded to the post-installation inspection because the pool was installed. This meeting pertained to the safety and maintenance of the pool. Please refer to Page 4 of the document submitted by Crystal Pools. The signature line pertains to any liability in connection with the use of the pool EXCEPT for the warranties provided under the contract. We did not sign anywhere on that form that we were satisfied with the concrete. We had an understanding at that time that their concrete contractor would be returning to make repairs which can be corroborated by a multitude of emails to the contractor requesting them to return and make the repairs. The contractor was Crystal Pools responsibility as they had an arrangement with the contractor to perform the concrete work as is supported in the attachment, Contractor references relationship with Crystal Pools.  Also worth noting is that the concrete warranty covers a 1-year period, so we saw no reason at that time to withhold payment or refuse the meeting. 
  

  In further support of a relationship between Crystal Pools and the original concrete installer, Crystal Pools refers to a discount given to us due to the ISSUES that had arisen. This came as a surprise to us so I can only assume that this notation occurred in a conversation between Crystal Pools and the concrete installer. Our final bill only lists a modest $650 (5.6%) Under Budget Line Item. Please refer to Under Budget not a discount attachment. We paid the full amount to the concrete installer reflected in the Final Bill without a discount (Check #****, 4/20/2021, $6,150 and Check #****, 5/5/2021,$5,500).
  

  Response to Paragraph #3: Crystal pools claims the cracks are hairline which is not true.  They go the entire depth of the concrete and they are present in all four corners of the pool. The concrete installer did not return the next day (or any day after) to cut the expansion joints as per standard practice. Please refer to attached photos. Crystal Pools also claim they were unaware of any contractual terms of agreement between us and the original concrete installer, yet we forwarded the email with Quote to Crystal Pools on April 15, 2021 at 3:07 pm in which they responded and clarified which aspects were additional costs above what is covered under their pool package. Please refer to attachment, Response from Crystal Pools on Extra Costs.
  

  At this time, we request a full refund on the total cost of the concrete ($11,650) due to the unsatisfactory outcome.
  
  Regards,
  
  *************************************

  Business Response

  Date: 11/27/2023

  In reply to complaint #********, Crystal Pools, Inc., stands by their original response submitted on November 2, 2023. 

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Crystal Pools Installed a new liner in my 17 year old in ground pool in 2019 and all was well for the first year. Upon closing in 2020 I noticed that a small section of liner had detached from the coping! Crystal Pools came and fixed it promptly under warranty. All was well for 2021. However, while closing the pool this year I noticed the exact same section had detached again! Date: 10/10/2022.I called and was told they would be out to fix the problem again. On 10/15/2022 a two man crew showed up to fix the detached section of liner. It took them approximately 20 minutes to install a 1 foot section of linerlock and they advised that it should have been installed during the last repair and that this should fix the problem!On 10/18/2022 I received an invoice for $167.00: $160.00 service call charge, $2.00 1 foot coping linerlock & $5.00 fuel surcharge.On 10/20/2022 I contacted Crystal Pools and spoke with two different representatives. My initial question was why was I being charged for a repair of a previous repair done incorrectly. Their only response was that it was not covered under warranty. I then Asked why I should pay for them to correctly fix something they didn't correctly fix before. At that point the conversation became adversarial. I stated I'm not going to pay you to fix something you should have fixed write in the first place. Their response was to threaten me with: Don't pay it, it'll go to collections. Completely unprofessional! This was my second Crystal pool, there won't be another.

  Business Response

  Date: 11/01/2022

  The customer account has been credited.  Customer has a zero balance due. 

  Customer Answer

  Date: 11/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************