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:08/30/2022

  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 bought the pool in 2013 at the ******** **** Expo of Bloomsburg, PA. At the time, Oasis Pools & Spas in Hazleton, PA was under the name of ****** *********'s, and their main office is still under that name in Bethlehem, PA. When they came to install it, they brought dirt and shovels and raised up our yard to make it level. We questioned that at the time because I specifically pointed out that over time it would settle, and asked wouldn't it be better to dig down? Anyway, as of right now there is a 2 inch difference from the side they added dirt to compared to the other side. We now have to keep adding water just in order for the skimmer to run right. I called Thursday and a guy told me they no longer do it that way and that he could help me with my concerns. He said he'd find my file and call right back. He never called. I called and left a message Friday...no call back. Yesterday I decided to call the main office, and I had to leave a message there...no call back. Got on their ******** page and sent a message that way and I got an automatic, generic message saying they'd get to me as soon as they could. I'm absolutely convinced they'd avoiding me because they don't want to stand behind their installation and fix my problem. I can't afford to, and shouldn't have to pay twice to have someone come redo the levelling of my yard and reinstall my pool. I believe that responsibility should be their's. I need help with this if you can possibly help. Thank you.

  Business Response

  Date: 09/14/2022

  The complainant needs to direct her complaint towards ************** in Bethlehem. That is who she bought the pool from
  

  Customer Answer

  Date: 09/14/2022

  [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: I bought the pool from *********************, yes.  However, I dealt with Mark at the Hazleton store. The guys who installed the pool were sent by Mark from Hazleton.  I've left a couple messages both on the phone and online with the Bethlehem store and have not heard back from them. I'm attaching another copy of my receipt with Hazleton store circled.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/26/2022

  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.

  We purchased a pool in April of 2021 from Oasis Pools in Hazleton. Pool was delivered 6/27. It was finally installed August 3,2021. 8/4/21 contacted the installer about a hairline crack in the filter. He said he'd come on the 5th never did. We had to buy a new filter because it was purchased elsewhere and the manufacturer said it didn't come like that and the installer said he didn't over tighten it to cause it. Texted 8/13 about the pool pushing out against the side, out of the track and sent pictures. The floor of the pool is also extremely unlevel. They said it was because of Guer's sand. (That's the company we got the sand for the pool.) 8/21/21 again texted about the section of the track that was pushing or tilting out. No reponse. At some point they did come out and move a little dirt with a screw driver and said let them know if it doesn't fix it. Again, my husband contacted them about the issues of being out of track. No response. I talked to someone there when I picked up my winter cover on Sept. 20,2021. She said she'd be out in the next week to look at it on her way to the courthouse. Never came. May 14, 2022 texted again about when they will come to look at our pool, The installer finally came May 17,2022. He said yes, it's out of the track. It's not right. It needs to be partly or fully taken down to fix. He said we could leave it like that and wait until we need a new liner and have it fixed then. I said no. I want it fixed to make sure it's safe. He said it's safe. It's not going anywhere if it did break it would be like a slip and slide. He said don't worry he'll make it right. He said I'd just have to pay to buy new water once it's done and pump the water out of it before he comes. He said he'd be back in 2 weeks to fix it. Would let us know to when to pump the water. He never came, called, texted. Never responds to any messages. I have a trail of text messages as well as my husband of us contacting them multiple times with pictures sent.

  Business Response

  Date: 09/14/2022

  *** needs to address her complaints toward *** property management. ** ***********

  Customer Answer

  Date: 09/16/2022

  I'm only accepting this response because I don't want them fixing my pool. I want it done right. If *** is the installer, these two companies are clearly intertwined. The installer answered the phone at Oasis when I called about the sand. His wife showed up here one day in an Oasis box truck. This installer was selected for us by Oasis, as "their installer" - never by a different name. There is no results online for this company name. Once it was installed, the installer said make the check out to me (*********************) and it's like I wasn't even here. But, yes my complaint is with the improper installation of my pool.
  
  

• Initial Complaint

  Date:07/16/2022

  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.

  The process of this nightmare began in May 2022. We put down a deposit on an above ground pool. It was not a special order. It was right off of their flyer. Andrea then called to let us know the pool had arrived but we needed to wait for installation for the liner to be delivered. We understood that a lot of places are having supply chain issues so no problem, we waited. A couple of week later they removed the old pool that had been there and ripped up my lawn with their truck. They promised to fix it and still have not done so ( this was in early June).Shortly after that we were told the liner came in and it would be about 2 weeks for it to be installed which would take us into the middle of June. Multiple calls to Oasis went unanswered, voice mails went unanswered and text messages went unanswered. On July2 they delievered the boxes and told us the install would be mid or late next week which would be the 6th 7th or 8th of July)We texted the installer that Monday the 4th to ask which day they would be doing the install as we needed to make sure someone was home. We received no answer. That Wednesday we texted Andrea and told her if the pool was not installed by that Friday as we were told it would be ( yet again!) then we wanted our money refunded after 4 weeks of being promised installation and no fulfillment of that promise. We received no reply yet again. As of July 16th I still have no pool installed. What I do have are a gaping hole where the old pool was and my lawn they tore up with their truck. I also have boxes they delieved in my garage which no one else will install due to liability issues. This "business" has NO respect for it's customers and the hard earned money given to them. They are unreliable, unprofessional and irresponsible. I want my $8,720 refunded and those boxes taken back to resolve this.

  Business Response

  Date: 08/01/2022

  *******************. ************ also contacted a lawyer. I sent them this response. Im out of town  & cant reference her case # , but wanted to get back to you asap.

  Business Response

  Date: 08/17/2022

  Pool is already built. 

  Customer Answer

  Date: 08/18/2022

  [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: First of all the pool was only installed on 8/13. 2 months after it was supposed to have been installed. So when Oasis writes on the letter "already built" if they did that before 8/13 it was a lie like everything else. Secondly I do not agree this is resolved because when they tore up my lawn removing the old pool they promised they would repair the damage when the new pool was installed. That damage was NOT fixed( see attached photos). Also I am attaching photos of what Oasis Pools believes is a finished job. This is utterly repulsive! They ruined my entire Summer promising the pool would be installed. Not only was it not installed until AFTER I had to pay an attorney and it is now time to close the pool but all those weeks of being told "mid to late next week" so we had to be home every Wednesday. Thursday and Friday in case they decided to show up. So let's recap: 1) they lied about when the pool would be installed and only did so AFTER I had to pay an attorney. 2) They finally installed it in time to have to close it. 3) They promised to repair the damage they did to my lawn when removing the old pool and FAILED to do so. 4) they left an even bigger mess that is going to cost a lot of money to fix ( see attached photos). They have made NO ATTEMPT at compensation for their lies , for ruining my summer, for storing the pool in my garage for over a month so I could not use my own garage . for the damage to my lawn or the destruction they left behind. for my having to pay an attorney to get them to do what they promised would have been done months ago. 

  The original pool I had installed 14 years ago, I went into the place in May, it was installed in ONE day in June and there was NO destruction like has been left behind with these people. The original people even had to dig the hole so it was already there for this pool to be installed. Oasis Pools has NO professionalism, NO decency, NO honesty, NO humanity, NO integrity. If they make no attempt to compensate for all of this then I absolutely reject any claims of this being "resolved". I know they will make no fair attempt so I want everyone who looks them up before they give these thieves their hard earned money to see this in the hopes they will take their business elsewhere and I can save them the nightmare I had to suffer with Oasis Pools.

  
  Regards,
  
  *************************