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Business Profile

Pool Contractors

Pristine Pools

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

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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Complaint status

Complaint type

  • Initial Complaint

    Date:09/06/2022

    Type:Service or Repair 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.
    In January 2022, I put a deposit down for an in ground pool to be built in the backyard. I was promised by the sales representative the pool would be done by the second week of June. Company showed up the second day of June to build the pool. I acknowledge there have been issues with water since then, but as a whole the company has spent around 6 days on site working. Work has been very sporadic including taking 6 weeks off in July and August. To this point I do not have a pool, just one giant whole in my backyard filled with water. I have attempted to contact the owner of the company to set up a meeting. This was 12 days ago and they’ve have done nothing to ignore me.

    This lack of communication and ignoring my emails has continued throughout this project. I have given them the majority of the money for the cost of this project. We are approaching on 4 months where I cannot use my backyard and don’t see any foreseeable change to this problem.

    Business Response

    Date: 09/20/2022

    As the installation process was started for Mr. ********, our team ran into water issues as pictured in the photo provided. As outlined in the signed contract by Mr. ******** unforeseen circumstances can arise such as this, that could carry an additional cost. At the time this complaint was created Mr. ******** did not believe the cost to address the water issues in his backyard should be at his expense. The project manager, as well as Pristine Pools owner met with Mr. ******** on the job site this morning (9/20) to review Mr. ********’s contractual obligations. At this time, Mr. ******** agreed that they need additional drainage in their yard, and is aware there is an additional cost associated. We are now able to move forward with project completion. However, with the project delays experienced, we are now estimating to have this project completed by the end of October or beginning of November should the weather allow. Mr. ******** also told the project manager, and owner he would be removing this complaint. Thank you for your time. 

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