Complaints

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

close

Find a Location

Pool City Inc. has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pool City Inc.

  5555 Mountain View Dr West Mifflin, PA 15122-2451

• 

  Pool City Inc.

  1081 E Pittsburgh St Route 30 E Greensburg, PA 15601

• 

  Pool City Inc.

  4700 Mcknight Rd Pittsburgh, PA 15237-3473

• 

  Pool City Inc.

  Cranberry Mall-Rm.205 20111 Rt.19 Freedom Road Cranberry Twp, PA 16066

• 

  Pool City Inc.

  5030 Wm Penn Hwy Monroeville, PA 15146-3740

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:06/19/2023

  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.

  I purchased a pool last year in May. I was given the run around about installment and my pool wasn't installed until the end of the season. My children swam in it 2 times & we closed it. During the winter I was forced to refill the pool twice paying over $800 using a water company. I reached out to pool city and the installer in which the installer told me there was an issue with the liner. I've reached out over 10 times in 2 weeks to resolve the issue. My children cannot enjoy their pool and $7,000 is down the drain and they will not help me with my problem. It's being dragged out. They are rude and unprofessional. I just want my children to be able to enjoy their pool I spent my hard earned money on!!!!!!!! Please help me resolve this!

  Business Response

  Date: 07/05/2023

  The customers liner is under the manufacturers warranty. The warranty is pro-rated, however Pool City covered the liner without proration. The liner has been swapped out for the customer.

  Pool City Customer Service

  Customer Answer

  Date: 07/05/2023

  [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,
  
  
  
  ****** *****

• Initial Complaint

  Date:06/04/2023

  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.

  i bought a hayward swimming pool heater on 6/18/22 on 5/26/23 heater would not work i called darwin rardin he told me to call pool city service department . they told me to call hayward hayward has not called me back. icalled pool city back and told the manager they should fix or replace it it is less than a year old and only used for 3 months he said he could not do that because by law he could not do that as it was heywards problem i think they should repair or replace the heater thank you.

  Business Response

  Date: 06/08/2023

  Pool City has been in contact with the customer. An authorized Hayward repair company has been out to the customer's house and is taking care of the issue.

  Pool City Customer Service

• Initial Complaint

  Date:05/19/2023

  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.

  I purchased a replacement liner in fall of 2022. We had the new liner installed on October 15 2022. After the first day of filling we turned the water off to continue filling in the morning, at the advice of the installer (Justin) he said to not fill at night. When we went to start filling we noticed that we had lost water. I called pool city and they informed me to call the installer for them to come out and patch the liner. Justin came out 2 days later and patched the liner. We continued to fill the pool. We found that the water was leaking again, Justin came back out and patched the liner. At this point Justin said that if it is still leaking in the spring that he would work with you to get us a new liner and we would be reimbursed the water cost.
  
  I reached out to Justin at the beginning of May because our pool is still leaking. After several calls back and forth he sent me a screenshot of a conversation informing us that we would need to reach out to American Leak Detectors and that there was nothing you could do.
  
  We never even got to fill our pool because it has been a constant leak. These two holes are right in the same area and the one as you can see is the size of about 1 inch long, the one down further is about the same size.

  Business Response

  Date: 05/30/2023

  We have been in contact with the customer. She was given a new liner at no charge and we have gotten confirmation from her installer that the liner was installed on 5/26/23.

  Pool City Customer Service

  Customer Answer

  Date: 05/30/2023

  [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,
  
  
  ***** ****

• Initial Complaint

  Date:04/06/2023

  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 purchased a pool and deck from Pool City on 5/3/22. The pool was installed on 7/15/22 and the deck in the following day or so. The deck is wobbly, uneven, and not at all satisfactory. The deck overhangs into the pool quite far and flexes too much. Also, the attached steps are too steep and also uneven. Some of the support posts arent even touching the ground. It should be noted that the deck on display at Pool City does not have the steps installed. We would not have purchased the deck given the angle of the ladder as my kids cannot access the deck without adult assistance. The installer, Justin, and his crew complained the entire time the deck was being built about how difficult they were, and how much of a pain they were to construct. After the build, we we determined we were not pleased with the deck and contacted Pool City, specifically Sandy. Sandy explained she would contact the installer and have him come out to assess the deck and address the issues. Months had passed and it is coming up on pool season. The installer never contacted us, so we went to Pool City. We spoke with Sandy again and she explained she would make some calls regarding the deck. She called us back a few days later explaining that they are refusing to return the deck and referred us to the installer, which is the same one that didn’t install it properly in the first place. She also explained that they are refusing to return the deck. Please review the attached photos and videos

  Business Response

  Date: 04/19/2023

  The installer visited the customers house on 4/18/23.The installer inspected the deck and determined 2 support blocks were washed out presumably by rain but were fixed the same day by the installer. It is recommended that the customer back over top of the base of the deck and over top of all support blocks to prevent this from happening again. 

  Pool City Customer Service

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:11/09/2022

  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 patio furntire at Pool City North hills along with delivery for a total of $8,688.23 on April 23, 2022. ******* ******** The entire process has been nothing short of exhausting, unprofessional and unorganized. Our purchased was not delivered until later in June and that was a separate unorganized mess. After delivery we saw that a piece of furntire Item * ******* Right Faced Sofa was damaged along the bottom corner. Now, we paid a lot of money for this set and did not find that damaged furniture was acceptable. We called Mark mutliple times and he was not respectful in returning our calls in a timely manner. Weeks later, we eventually came to an agreement that Mark would exchange the damaged piece of furniture with the floor model. Because we could not fit the damaged piece of furniture in our vehicle, Mark said he would setup a pickup and delivery. It has been months and Mark has not returned any of our phone calls to resolve this situation. So very disappointed in the unprofessionalism of Pool City employees.

  Business Response

  Date: 11/21/2022

  We have been in contact with *** ****** and his product is being exchanged on 11/21/22.

  Pool City Customer Service

  Customer Answer

  Date: 11/22/2022

  [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,
  
  
  
  ******** ******

• Initial Complaint

  Date:08/02/2022

  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.

  Ordered a pool through Pool City in January 2022. Had a Dave look at site to confirm we were good for pool in March 2022. Had to move the location of pool and had to have Dave come to look at location again. Never heard back from Dave with multiple calls and calls to manager Jack. In May of 2022 had Jack get us a new installer. We had Steve come to look at site in May. Pool was delivered June 08,2022. Was told by Jack that pool would be installed by July. Did not have the installer Steve excavator Chris make it till end of a July to dig the site. While Chris was digging he hit the electric line from garage to house. Now we have to get a new electric line run from house to garage out of our pocket for the mess up. Then Steve was to install pool Monday August 1,2022 but since it had rained a day before he wanted to let it dry out. It was dry and we put a tarp over the site because it was due to rain again that Monday night. Talked to Steve he was to come Tuesday August 2,2022 to install. Did not hear from him till 10:00am. He was short a worker and couldn’t get a hold of his worker. He then called me at 3:00 and said his worker was in hospital and that he wasn’t sure when he would be back to work. Steve said he would call pool city to see if they could have another installer complete the job. I have called corporate and have talked with a Mark who is going to see if that Dave can now do the job. I am now paying for boxes that have been sitting in garage since June 08 and now have no electric in my detached garage and have no install date yet again. I would like a higher up to take care of this problem and have the pool installed right away and would like money back for all the issues we had to deal with and reimbursed for the electric that will now have to be replaced. The is not a way to run a business horrible service.

  Business Response

  Date: 08/16/2022

  We have set the customer up with a new installer and have gotten confirmation that the pool has been installed.

   

  Thank you
  
  Pool City Customer Service

• Initial Complaint

  Date:07/29/2022

  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.

  Purchased a pool from this company on May 8th, 2022 for $10,216. Pool was suppose to be installed by mid June. It’s is now July 29 and the pool is not installed and is a mess in my backyard. Pool city has not gotten back to me about this problem or tried to solve it. I got “I’ll look into it 2 weeks ago”. This pool is a mess and not a resolution in sight. $10,216!!!! Really angry

  Business Response

  Date: 08/04/2022

  We have tried to reach out to the customer and left a message on 8/1 at 2:15pm and have not heard back.

  Thank you

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  My husband ******* ******* has tried calling twice and has yet to get in contact with Mark. He will be calling again today 8/4/22. His number is *************
  
  
  
  Regards,
  
  
  
  ***** *******

   

  Business Response

  Date: 08/23/2022

  We have been in contact with the customer. Unfortunately there were some delays due to the pool being a hand dig. Their pool will be installed weather permitting within the next couple days and the customer has been compensated as well. 

  Pool City Customer Service