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:08/15/2023

  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.

  I asked Scott to install a liner and economical pump/ filter for the pool. He said the best pool pump was a sand filter. Not knowing anything about it I ordered it. My pool is very small. He installed a ******* super pump and 300lbs sand filter $3,392. Liner $2,240 Measurements of pool posed no problems 19' 10" X 10' 1"The steps are different sizes The larger step goes from 34" to 35"We will work with liner manufacturer to get the best fit The filter keeps dropping sand on the bottom of the pool. The pool after installation of the liner keeps losing water. I've called more times than I can count to have them come look at it and resolve the issues. He just talks down to me and never resolved the matter.

  Customer Answer

  Date: 08/18/2023

  Due to the fact that I wasnt getting any resolution to the pool losing water constantly and the pump dripping sand in the pool and not working properly.  I reached out to another pool company in the area to use their equipment to scan the pool for holes in the liner.  After they scanned the pool they found 5 holes in the liner at the seams.  They also, checked the pump, filter and after taking the top dial off they noticed sand all clumped up under it.  So any time I backed washed the pool the sand went into the pool.  If Scott had checked the liner or the equipment he would have noticed what I was saying all along.  
  

  I did send him pictures of the holes in the liner.  
  

  After receiving the complaint I filed I received 2 phone messages from him.  I will send them in an attachment as well as a copy of a text stating when the liner was installed ( 8/22/22). Not even a yr ago.  
  

  Hello this is Scott hi I got your your a letter from The better business bureau so I what that what that means to him if you tell them to send me a letter that you were not there and you are done and I'll send I'll get you a new liner don't deserve it looks like somebody put a screwdriver through it and you had five right on your text because you had five holes in it so anyhow that's how we're going to play this game him if you wanna him so yeah just get Better Business Bureau to send me a letter that this done you're done harassing me and threatening me and I'll I will get you a new liner until I see that letter from them um I can't really do much because the letter states  she want all your money back and it's two years when you buy a new car you don't get your money back if you find a new tire after two years if you put holes in the tire you're not gonna get your money back as far as the filter I was there 10 times and I never saw anything come out of it it was always dirt because you don't backwash if you backwash it come out of it again feel free to give me a call please call or acknowledge if you got this call thank you

  Hello I just wanted to make sure you got my message from this morning this is Scott I thought I'd Pool service yeah like I said this morning I can get you a liner I don't think you need a line or that you deserve to give you anything it looks like it was ripped it looks like somebody took a pliers or a screwdriver but anyhow like I said you got to have the Better Business Bureau send me a letter that that everything is ok and then I will get you a new liner. Let me know  how you're doing very good see you _?_?_?_?_?_?_?_?_?_?_?_ bye

  Business Response

  Date: 09/08/2023

  Customer can not understand that if you don't backwash sand filter weekly dirt will come out of filter.  

  She doesn't know the difference from dirt to sand.  Sand filter is not putting sand in pool.  

  Scott Hight was there 10 xs. Never saw sand in pool.  Dirt yes not sand

  She said filter is fried, never broke. Liner was ok the whole time until customer spot holes in liner. 

  Got new liner for her. I'm not guilty of any [******]

  I have new liner if she stops the harassment.

  She had work done in August of 2022.  Liner was ok until she put hole in her liner the next August of 2023. 

  This is all I'm saying.  Due to legal action

  I never swear at customer.

  Scott High

  Customer Answer

  Date: 09/08/2023

  I had another pool company out to check the pool and pump.  They said that it was definitely sand on the bottom of the pool.  The filter is cracked and backwashing sand into the pool.  I backwash the pool as required and more sand enters the pool each time.  
  

  Why in the world would someone damage their own liner.  The 2nd opinion company told me that the bottom and sides of the cement cider blocks ( the bottom and sides of the pool) should have been padded and smoothed out with sealers so it would not damage the liner.   This was not done.  Thus, the sharp corners and bottom damaged the pool on 5 places.  
  

  I would just like my replacement liner as the warranty covers.  I will have it installed professionally and properly .  I would like to be able to have my pool running correctly.  The pump is damaged.  He never took it apart and checked it or he would have found that its the pump putting sand in the pool.  
  

  After investigating so much money in the pool I would like working equipment and a proper liner.  
  

  I am only asking for the liner working equipment.  Once, I get my liner and at least partial refund for the broken equipment. ( more than half of the asked amount due to the fact that I didnt even get a couple months out of the pool without asking him to check it because of it not holding water and the pump not working)   I would be happy to be done with this.   
  

  thank you.  

  Customer Answer

  Date: 10/31/2023

  Mr High did give me a replacement pool liner.  I will have it installed by a different pool company.   
  

  The pump is still not working properly.